AHLEI CHS key terms

The number of employees who report directly to one supervisor. Wider spans require more delegation and less hands-on coaching, while narrow spans allow closer oversight but add layers of management.

The formal line of authority from the top of the organization down to front-line staff. It clarifies who reports to whom and the path for escalating problems or approvals.

The principle that each employee should answer to only one direct supervisor. Violating it splits accountability and leaves staff receiving conflicting instructions.

Assigning a task and the authority to complete it to a subordinate while keeping accountability for the outcome. Effective delegation includes clear instructions, resources, a deadline, and follow-up.

Giving front-line employees the authority to make decisions and act within defined limits to resolve guest problems. It speeds service recovery but requires clear guidelines and training.

Adjusting leadership style to a follower's competence and commitment for a specific task. Styles range from directing to coaching to supporting to delegating as the employee develops.

An ongoing, interactive process in which a supervisor observes performance, gives specific feedback, and helps an employee build skills. It is developmental rather than disciplinary and works best when frequent and timely.

A step-by-step approach to correcting misconduct, typically moving from verbal warning to written warning to suspension and finally termination. Each step should be documented and matched to the severity of the offense.

The standard that discipline must be based on a legitimate, work-related reason, applied consistently, and proportional to the offense. It also implies the employee was given notice of expectations and a chance to improve.

Written records of performance issues, counseling sessions, and corrective actions kept by the supervisor. Good documentation is factual, dated, specific, and free of opinion so it can support later decisions.

The process of responding to a guest complaint or service failure to restore satisfaction and retain the guest. It typically includes listening, apologizing, fixing the problem quickly, and following up.

A published promise about a service standard, often paired with a remedy if the promise is not met. It sets clear expectations and gives staff a defined basis for making amends.

Specific, measurable statements describing how a service should be delivered, such as answer time or greeting script. They translate broad guest expectations into observable behaviors staff can be trained and measured on.

The planned checks and inspections used to confirm that services and facilities meet established standards. It includes routine inspections, checklists, and follow-up on defects found.

A trained evaluator who poses as a guest and scores the experience against a checklist. Results give an objective view of service delivery from the guest's perspective.

A structured tool that collects guest ratings and comments on their stay or visit. Analysis of trends and comments identifies strengths and specific areas needing improvement.

The specific points of contact where a guest forms an impression of the property, such as check-in, room service delivery, or checkout. Each one is an opportunity to meet or miss expectations.

A written summary of the duties, responsibilities, reporting relationships, and working conditions of a position. It forms the basis for recruiting, interviewing, and setting performance expectations.

A statement of the qualifications, skills, experience, and personal attributes required to perform a job. It is used to screen applicants and design interview questions.

An interview technique that asks candidates to describe past situations and how they handled them. The premise is that past behavior predicts future performance in similar situations.

The structured process of integrating a new hire into the organization, covering orientation, paperwork, training, and social connection. Effective onboarding reduces early turnover and speeds time to productivity.

The rate at which employees leave and are replaced over a period. High turnover raises recruiting and training costs and can signal problems with supervision, pay, or workload.

The organization's efforts and results in keeping valued employees over time. Common levers include competitive pay, career development, recognition, scheduling flexibility, and supportive supervision.

Formal or informal acknowledgment of good work, such as praise, awards, or incentives. Timely, specific recognition reinforces desired behaviors and supports retention.

A periodic, structured review of an employee's performance against job expectations. It typically includes self-assessment, supervisor ratings, goal setting, and a development plan.

The U.S. federal agency that sets and enforces workplace safety rules and requires employers to record certain injuries. Inspections and penalties follow from its standards.

A document that describes a hazardous chemical's properties, health risks, safe handling, and emergency measures. Employers must keep these accessible to workers who use the product.

Microorganisms such as hepatitis B and HIV that can be transmitted through contact with blood or other body fluids. Properties must train staff with exposure risk and offer protective equipment and vaccination.

Gear worn to reduce exposure to workplace hazards, such as gloves, goggles, aprons, and slip-resistant shoes. Employers must provide it, train staff to use it, and enforce its use.

The OSHA-aligned program requiring employers to label hazardous chemicals and train employees to read labels and safety data sheets. It ensures workers understand the risks of materials they handle.

A written plan describing how staff should respond to fire, medical, weather, or security emergencies, including evacuation routes, roles, and assembly points. It must be practiced through drills and reviewed regularly.

The system for issuing, tracking, and recovering keys and key cards to prevent unauthorized access. It includes logs, rekeying after losses, and limiting master keys to authorized staff.

The difference between budgeted and actual revenue or expense figures. Favorable or unfavorable variances are investigated to explain performance and guide corrective action.

Total labor expense divided by total revenue, expressed as a percentage. It is a core measure of staffing efficiency and is monitored against budget and prior periods.

A projection of future occupancy, revenue, or expenses used to plan staffing and purchasing. Forecasts are updated as bookings and conditions change so schedules match expected demand.

The procedures that protect cash from loss or theft, including counting, receipts, drops, and reconciliation. Separation of duties and regular audits are central to it.