Practice Test Geeks(CHP) Certified Hospitality Professional Practice Test
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Leadership and Human Resources Flashcards

7 cards from real CHP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Leadership and Human Resources flashcards as text

  1. A hotel implements a 'stay interview' program. What is the PRIMARY purpose of stay interviews?

    Answer: To identify what motivates current employees to remain and address retention risks proactively

    Stay interviews are proactive retention conversations with current employees to surface motivators and potential flight risks.

  2. Which scheduling practice is MOST associated with reducing employee burnout in hotel operations?

    Answer: Providing advance schedule notice and rotating shifts equitably

    Advance notice and equitable shift rotation reduce fatigue and give employees more control over their work-life balance.

  3. A department head who adapts leadership style based on each employee's skill and motivation level is practicing which model?

    Answer: Situational leadership (Hersey & Blanchard)

    Situational leadership prescribes varying directive and supportive behavior based on individual employee development level.

  4. Under Title VII of the Civil Rights Act, which of the following constitutes a hostile work environment in a hospitality setting?

    Answer: Repeated offensive jokes about an employee's national origin despite complaints

    Repeated harassment based on a protected characteristic (national origin) that creates an intimidating environment violates Title VII.

  5. A spa director wants to motivate therapists beyond base pay. According to Herzberg's Two-Factor Theory, which initiative addresses a TRUE motivator?

    Answer: Adding a recognition program for outstanding therapist performance

    Recognition for achievement is a motivator (intrinsic factor) in Herzberg's model, while physical amenities are hygiene factors.

  6. A hotel's progressive discipline policy typically follows which sequence?

    Answer: Verbal warning → Written warning → Suspension → Termination

    Progressive discipline escalates from verbal warnings to written, suspension, and ultimately termination if behavior doesn't improve.

  7. When delivering constructive feedback to an underperforming front desk agent, which communication approach is MOST effective?

    Answer: Using specific observable behaviors rather than personal characterizations

    Behavior-specific, observable feedback is more actionable and less likely to trigger defensiveness than personal criticism.