AHLEI CHS study plan

Define the five core supervisory functions (planning, organizing, staffing, directing, controlling) and write a one-line example of each drawn from a hotel department

Map the chain of authority and accountability from line staff to general manager in a typical full-service property

List the main federal employment-law concepts a supervisor must respect (equal opportunity, harassment, wage-and-hour basics) without quoting statutes

Draft a personal definition of situational leadership and identify two situations where a directive versus a coaching approach fits

Compare autocratic, democratic, and laissez-faire leadership styles and match each to a hotel scenario

Build a delegation checklist that states task, authority, deadline, and check-in point

Explain how to give corrective feedback using a behavior-impact-action structure

Identify the steps of a progressive discipline process and the documentation each step requires

Outline the full hiring cycle from requisition to offer and name the supervisor's role at each stage

Write three behavior-based interview questions that avoid unlawful or discriminatory lines of inquiry

Describe a structured new-hire orientation and a 30-60-90 day onboarding plan for a front-desk agent

List the elements of a legally defensible performance appraisal and practice writing two SMART performance goals

Diagnose common causes of hotel staff turnover and propose three retention tactics a supervisor controls

Explain how training needs are identified and how a short skills-training session is designed and delivered

Define service quality in terms of guest expectations versus perception and name the main service-quality gaps

Connect employee engagement and empowerment to guest satisfaction outcomes

Map the guest service cycle from reservation through post-stay and identify moments of truth at each touchpoint

Write a service-recovery procedure for a guest complaint, including empowerment limits and escalation triggers

Interpret the main guest-satisfaction metrics (satisfaction scores, review ratings, complaint rates) and explain what each does and does not tell you

Describe how service standards are set, communicated, monitored, and reinforced across shifts

Identify key safety and security risks in lodging operations (fire, slips and falls, food safety, key control, emergency response) and the supervisor's duty for each

Outline an emergency action plan and the supervisor's role during an evacuation or medical incident

Explain the supervisor's responsibilities for workplace safety compliance and incident documentation

Describe how lost-and-found, key control, and cash-handling controls reduce liability and loss

Read a departmental operating statement and distinguish revenue, cost of sales, payroll, and other expenses

Calculate basic labor metrics (labor cost percentage, rooms cleaned per hour, revenue per available room) from sample figures

Explain how a departmental budget is built and how a supervisor controls costs against it

Identify common inventory, purchasing, and waste-control practices a supervisor enforces

Synthesize all four domains into a single one-page supervisor operating summary

Complete a timed practice set across all domains and log every missed item by domain

Re-review the two weakest domains using the logged misses and rewrite those cheat sheets

Build a personal exam-day plan covering pacing, question triage, and flagging uncertain items