CHS Practice Questions
Prepare for CHS with more than an answer.
- Exam fee
- $272 USD
- Level
- Supervisor
- Valid for
- Does not expire (no recertification required per Wyndham Hotels documentation). Note: AHLEI official recertification page exists, suggesting recertification may be optional or policy may vary by employer.
Domains covered on the exam 9
- You as a Supervisor (The Supervisor Role)12%
- Effective Communication12%
- Conducting Orientation and Training11%
- Staffing and Scheduling11%
- Improving Employee Performance11%
- Handling Problems and Conflict11%
- Motivation and Team Building11%
- Leadership11%
- Time Management10%
- 1
Case Study: The Disconnected Front Desk
Background: The front desk of a busy airport hotel operates on three shifts (Morning, Evening, Night). Recently, there has been an increase in guest complaints regarding unresolved issues. For example, a guest reports a broken air conditioner at 10:00 PM to the Evening shift, but the Morning shift is unaware of it when the guest checks out at 8:00 AM, resulting in no service recovery.
Situation: You are brought in as the new Front Office Supervisor. You observe that shift handovers consist solely of agents verbally telling each other "everything is fine" as they grab their coats to leave. There is no formal documentation process.
Requirement: You need to implement a communication strategy that ensures continuity of guest service across all three shifts.
Which of the following is the most robust supervisory solution to this communication breakdown?
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Correct answer: A
Effective inter-shift communication requires both written documentation (for a permanent record) and verbal clarification. Implementing a shift log combined with scheduled overlap time ensures nothing falls through the cracks. Relying on memory or informal text messages is unprofessional and prone to failure.
sequenceDiagram participant Outgoing Shift participant Shift Log / PMS participant Incoming Shift participant Guest Guest->>Outgoing Shift: Reports Issue Outgoing Shift->>Shift Log / PMS: Documents Issue & Action Taken Outgoing Shift->>Incoming Shift: Verbal Handover during 15m Overlap Incoming Shift->>Shift Log / PMS: Reviews Pending Items Incoming Shift->>Guest: Follows up / Service Recovery - 2
Which of the following techniques is a primary indicator that a supervisor is practicing "active listening" when an employee is expressing a concern?
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Correct answer: C
Active listening involves fully concentrating on what is being said rather than just passively 'hearing' the message. Paraphrasing—restating the speaker's points in your own words—is a core active listening technique that confirms understanding and shows empathy. Formulating responses while the other person is talking is a common communication barrier.
- 3
True or False: When a supervisor's verbal message (words) contradicts their non-verbal message (body language and tone), employees are more likely to believe the verbal message.
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Correct answer: B
False. Studies in communication consistently show that when verbal and non-verbal cues contradict each other, the receiver will overwhelmingly trust the non-verbal message (tone of voice, facial expression, posture). If a supervisor says "I have time to talk" but keeps looking at their watch and stepping toward the door, the employee will perceive that the supervisor is actually too busy.
- 4
You have recently been promoted from a line-level banquet server to Banquet Supervisor. During your first week, a former peer who is now your subordinate frequently bypasses your instructions, jokingly stating, "Come on, we're friends, you don't need to boss me around." Which of the following is the MOST effective approach to establish your credibility and handle this transition?
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Correct answer: B
Transitioning from peer to supervisor is one of the most challenging career steps in hospitality. The optimal approach is to address the changing dynamic directly through a private, professional conversation. Acknowledging the friendship while firmly establishing new operational boundaries builds respect without resorting to premature punitive measures. Overcompensating with immediate discipline (Option A) often destroys trust, while ignoring the behavior (Option C) undermines your new authority.
flowchart TD A[Peer Promotion] --> B{Initial Resistance} B -->|Ignore| C[Loss of Authority] B -->|Overcompensate| D[Loss of Trust] B -->|Private Meeting| E[Acknowledge Shift] E --> F[Set Boundaries] F --> G[Establish Credibility] - 5
In the AHLEI framework, a hospitality supervisor is often described as having "dual accountability." What does this concept specifically refer to?
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Correct answer: D
Dual accountability is a core concept in the AHLEI Supervisory Skill Builders curriculum. Supervisors are the critical link in the organizational chain; they must translate upper management's goals (profitability, standards) into action, while concurrently supporting, training, and advocating for the line-level employees who execute the work. Failing to balance these two responsibilities leads to either a disgruntled workforce or missed business objectives.
- 6
As a hospitality supervisor operating in a middle management capacity, which TWO of the following tasks represent your primary operational focus? (Select TWO)
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Correct answer: B, D
Supervisors act as the bridge between executive management and frontline employees. Their primary functions involve translating broad organizational goals into specific daily tasks (Option B) and directly monitoring the daily performance and execution of those tasks (Option D). Executive management handles high-level strategic planning and capital budgets (Option A), while supervisors focus on short-term, tactical execution.
Supervisors act as the bridge between executive management and frontline employees. Their primary functions involve translating broad organizational goals into specific daily tasks (Option B) and directly monitoring the daily performance and execution of those tasks (Option D). Executive management handles high-level strategic planning and capital budgets (Option A), while supervisors focus on short-term, tactical execution.
