AHLEI CHSP cheat sheet

FLSA exempt employees are paid a salary and not entitled to overtime; non-exempt employees must receive overtime at 1.5 times regular rate for hours over 40 in a workweek.

The four-step training method: Prepare (explain and motivate), Present (demonstrate), Practice (trainee performs with coaching), Follow-up (evaluate and correct).

Progressive discipline sequence typically: verbal warning, written warning, suspension, termination; each step documented with date, behavior, and prior corrective actions.

Maslow's hierarchy (physiological, safety, social, esteem, self-actualization) and Herzberg's two-factor theory (hygiene factors prevent dissatisfaction; motivators create satisfaction) guide employee motivation.

Turnover rate = (number of separations during period ÷ average number of employees during period) × 100.

Behaviorally anchored rating scales (BARS) and critical incident appraisal focus on observable job behaviors rather than traits; 360-degree feedback collects input from peers, subordinates, and supervisors.

Job analysis produces a job description (duties, responsibilities, working conditions) and job specification (knowledge, skills, abilities required).

Orientation covers company history, policies, safety, and benefits; onboarding extends beyond orientation to socialize and retain new hires.

The interview process should use structured, job-related questions; avoid questions about age, race, religion, disability, marital status, or national origin to comply with EEO laws.

Forecasting methods: moving average, exponential smoothing, and regression; qualitative methods include Delphi technique and market surveys.

Labor cost percentage = (total labor cost ÷ total revenue) × 100; labor cost includes wages, payroll taxes, and benefits.

Break-even point in units = fixed costs ÷ (selling price per unit − variable cost per unit).

Yield percentage = (usable product ÷ as-purchased product) × 100; used to adjust purchase quantities and cost.

The five functions of management: planning, organizing, staffing, directing, and controlling.

Productivity = output ÷ input (e.g., covers served per labor hour); improve by reducing inputs while maintaining output or increasing output with same inputs.

Standard operating procedures (SOPs) document step-by-step methods for routine tasks to ensure consistency and facilitate training.

Inventory turnover = cost of goods sold ÷ average inventory value; a low turnover indicates excess stock or slow-moving items.

The scheduling process matches employee availability and skill levels to forecasted demand, considering legal break requirements and overtime limits.

Service quality dimensions (SERVQUAL): reliability, responsiveness, assurance, empathy, and tangibles; reliability is the most important to guests.

The service gap model identifies gaps between guest expectations and perceptions; gap 5 (perceived service vs. expected service) is the customer gap.

Guest complaint handling steps: listen actively, empathize, apologize, resolve promptly, follow up, and document.

Mystery shopper programs and guest satisfaction surveys (e.g., comment cards, online reviews) provide objective feedback on service performance.

Empowerment gives front-line employees authority to resolve guest issues within defined limits, improving speed of recovery.

Quality assurance uses standards, checklists, and inspections to ensure consistency; total quality management (TQM) emphasizes continuous improvement and employee involvement.

The cost of poor quality includes lost revenue from dissatisfied guests, remediation costs, and negative word-of-mouth.

Recovery paradox: guests who experience a service failure that is resolved quickly and effectively can become more loyal than guests with no problem.

Service blueprinting maps the guest journey and identifies fail points and employee actions at each touchpoint.

Income statement: Revenue − Cost of Goods Sold = Gross Profit; Gross Profit − Operating Expenses = Operating Income (EBIT); Operating Income − Interest and Taxes = Net Income.

Balance sheet equation: Assets = Liabilities + Equity.

Current ratio = current assets ÷ current liabilities; a ratio of 2:1 is often considered healthy, but industry norms vary.

Food cost percentage = (cost of food sold ÷ food sales) × 100; cost of food sold = beginning inventory + purchases − ending inventory − employee meals.

Budget variances: favorable (F) when actual revenue exceeds budget or actual expense is below budget; unfavorable (U) when the reverse occurs.

The uniform system of accounts for hotels and restaurants provides standardized account classifications for comparability and benchmarking.

Internal controls include segregation of duties, authorization, documentation, physical safeguards, and independent verification; separation of cash handling and record keeping reduces fraud risk.

Revenue per available room (RevPAR) = occupancy × average daily rate (ADR); ADR = rooms revenue ÷ rooms sold.

Cost-volume-profit analysis: at the break-even point, total revenue equals total costs (fixed + variable); contribution margin per unit = price − variable cost per unit.