Mixed Deck — All CHP Topics Flashcards

What does a sales team in hospitality primarily do?

Answer: Secure bookings and grow client relationships

A hospitality sales team primarily focuses on actively securing bookings from various client segments, such as corporate accounts, event planners, and tour operators. Beyond transactional sales, they are crucial for building and nurturing long-term relationships with clients. These relationships are essential for securing recurring business, large group events, and sustained revenue growth.

What is the main purpose of a hotel's 'rate parity' agreement with OTAs?

Answer: To maintain consistent pricing across all distribution channels

Rate parity agreements require hotels to offer the same rate across all channels, preventing price undercutting between distribution partners.

A hotel general manager reviews the STR report and notices the hotel's MPI (Market Penetration Index) is 1.15. This means:

Answer: The hotel captures 15% more occupancy than its fair share

An MPI above 1.0 indicates the hotel is capturing more than its fair share of market occupancy; 1.15 means 15% above fair share.

Which of the following best describes the role of a food safety management system (FSMS) in a hospitality operation?

Answer: A set of policies and procedures designed to prevent foodborne illness through active managerial control

An FSMS is a group of active managerial control procedures, policies, and practices designed to prevent foodborne illness by identifying and controlling risks throughout the operation.

A hotel wants to improve its Net Promoter Score (NPS). Which action has the MOST direct impact?

Answer: Resolving guest complaints promptly and exceeding service expectations

NPS measures guest loyalty and likelihood to recommend; prompt complaint resolution and exceeding expectations convert detractors into promoters.

When a VIP guest arrives early and their room is not yet ready, the BEST course of action is to:

Answer: Offer complimentary access to the lounge or spa while expediting room preparation

Offering an amenity such as lounge or spa access transforms a potential complaint into a positive interaction while the room is prepared.

A resort property manager must address chronic absenteeism in the banquet department. After ruling out scheduling conflicts, which HR tool BEST identifies underlying causes?

Answer: Conducting confidential one-on-one meetings to explore personal or workplace barriers

Confidential conversations can surface root causes—health issues, morale problems, or workplace conflicts—that metrics alone cannot reveal.

During a slow business period, a hotel considers reducing housekeeping from daily to every-other-day service for extended-stay guests. What must be evaluated first?

Answer: The impact on guest satisfaction scores, brand standards compliance, and opt-in versus opt-out guest preference

Any service reduction must be weighed against brand standards, guest expectations, and how the opt-in/opt-out design affects acceptance before implementation.

During a fire emergency in a hotel, what is the FIRST priority for all staff?

Answer: Guest and staff evacuation and safety

Life safety is always the first priority in any emergency; evacuation must begin immediately before any administrative actions.

When a hotel is running at near 100% occupancy, which revenue management tactic is MOST appropriate?

Answer: Close or restrict discount rate categories and sell only at higher rate tiers

During high-demand periods, restricting discounts and selling at premium rates maximizes total room revenue.

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.

Which Americans with Disabilities Act (ADA) requirement applies to hotel guest rooms?

Answer: A percentage of rooms must be accessible with features like roll-in showers

ADA requires a specific percentage of hotel rooms to be accessible, including features like roll-in showers, wider doorways, and lowered fixtures.

What is the recommended order for cleaning a hotel guest bathroom following industry standards?

Answer: Mirror → sink → toilet → floor

Cleaning from top to bottom (mirror/high surfaces → sink → toilet → floor) prevents dirty particles from contaminating already-cleaned areas.

What is the correct procedure for cooling a large batch of hot soup to safe storage temperature?

Answer: Cool from 135°F to 70°F within 2 hours, then to 41°F within an additional 4 hours

The two-stage cooling method requires cooling from 135°F to 70°F within 2 hours, then from 70°F to 41°F within the next 4 hours to prevent bacterial growth.

What does the term 'comp set' refer to in hotel competitive analysis?

Answer: A group of comparable competitor hotels used for benchmarking

A competitive set (comp set) is a defined group of similar hotels used to compare performance metrics like occupancy and ADR.

A banquet event order (BEO) serves as the primary communication document between the client and the hotel. Which department typically does NOT receive a copy?

Answer: Human resources

BEOs are distributed to banquet kitchen, setup crew, catering managers, AV, security, and accounting — HR is not typically a recipient as they handle staffing, not event execution.

What is the MAIN benefit of conducting a hotel property walk-through (also called a 'property inspection tour') on a weekly basis?

Answer: To identify maintenance issues, safety hazards, and cleanliness deviations before they escalate

Regular property walk-throughs catch small problems early—leaking faucets, burnt-out lights, worn carpets—before they become expensive repairs or guest complaints.

A guest informs a server they have a severe peanut allergy. What is the most appropriate response from trained hospitality staff?

Answer: Notify the kitchen, identify safe menu items, and confirm preparation procedures to avoid cross-contact

The correct protocol is to alert the kitchen, verify which menu items are safe, and confirm that preparation methods prevent cross-contact with peanuts.

In hospitality labor law, which practice related to tipped employees is PERMITTED under current US federal FLSA rules?

Answer: Applying a tip credit toward minimum wage for eligible tipped employees

Federal FLSA allows employers to pay a lower cash wage to tipped employees and apply a tip credit, provided total compensation meets minimum wage.

Why is customer service important in hospitality?

Answer: To improve guest satisfaction and loyalty

Exceptional customer service is paramount in hospitality because it directly influences guest satisfaction and fosters loyalty. When guests feel valued, respected, and well-cared for, they are more likely to return for future stays and recommend the establishment to others. This positive word-of-mouth and repeat business are vital for long-term success.