AHLEI CHSP flashcards
AHLEI CHSP · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- FLSA overtime rule
- Non-exempt employees must be paid 1.5 times their regular rate for hours worked over 40 in a workweek; exempt employees are salaried and not eligible.
- Progressive discipline
- A step-by-step process for addressing misconduct or performance issues, typically moving from verbal warning to written warning to suspension to termination, with documentation at each step.
- Four-step training method
- A structured approach to teaching job skills: Prepare the trainee, Present the task, Practice with coaching, and Follow up to evaluate and correct performance.
- Herzberg's two-factor theory
- Hygiene factors (pay, working conditions, policies) prevent dissatisfaction but do not motivate; motivators (achievement, recognition, responsibility) create job satisfaction and motivation.
- Turnover rate formula
- The number of employee separations during a period divided by the average number of employees during that period, multiplied by 100 to express as a percentage.
- Job description vs. specification
- A job description lists duties, responsibilities, and working conditions; a job specification lists the knowledge, skills, and abilities required to perform the job.
- Behaviorally anchored rating scales
- A performance appraisal method that uses specific examples of job behaviors anchored to numerical ratings, reducing subjectivity compared to trait-based scales.
- Structured interview
- An interview using predetermined, job-related questions asked consistently to all candidates, improving reliability and legal defensibility of hiring decisions.
- Break-even point in units
- Fixed costs divided by the contribution margin per unit (selling price minus variable cost per unit); the number of units that must be sold to cover all costs.
- Labor cost percentage
- Total labor cost (wages, payroll taxes, benefits) divided by total revenue, multiplied by 100; a key operational efficiency metric.
- Yield percentage
- Usable product weight or volume divided by as-purchased weight or volume, multiplied by 100; used to adjust purchase quantities and determine true cost.
- Five functions of management
- Planning, organizing, staffing, directing, and controlling; the core activities supervisors perform to achieve organizational goals.
- Inventory turnover ratio
- Cost of goods sold divided by average inventory value; indicates how quickly inventory is used, with low turnover suggesting excess or slow-moving stock.
- Standard operating procedures
- Written, step-by-step instructions for routine tasks that ensure consistency, facilitate training, and provide a basis for performance evaluation.
- Forecasting moving average
- A quantitative forecasting method that averages data from a specified number of recent periods to smooth fluctuations and predict future demand.
- Productivity formula
- Output divided by input (e.g., covers served per labor hour); improved by increasing output with the same input or reducing input while maintaining output.
- SERVQUAL dimensions
- Five service quality dimensions: reliability, responsiveness, assurance, empathy, and tangibles; reliability (doing what is promised) is most important to guests.
- Service gap model
- A framework identifying gaps between guest expectations and perceptions; gap 5 is the customer gap between expected and perceived service.
- Guest complaint resolution steps
- Listen actively, empathize, apologize, resolve promptly, follow up, and document; effective resolution can increase loyalty through the recovery paradox.
- Recovery paradox
- The phenomenon where guests who experience a service failure that is resolved quickly and effectively can become more loyal than guests who never had a problem.
- Empowerment in service
- Giving front-line employees authority to resolve guest issues within defined limits, enabling faster service recovery and improved guest satisfaction.
- Mystery shopper program
- A quality assurance tool using trained observers who pose as guests to evaluate service standards and identify training needs objectively.
- Service blueprinting
- A diagram mapping the guest journey and identifying fail points, employee actions, and back-of-house processes at each service touchpoint.
- Total quality management
- A management approach emphasizing continuous improvement, employee involvement, and customer focus to achieve long-term quality and satisfaction.
- Income statement equation
- Revenue minus cost of goods sold equals gross profit; gross profit minus operating expenses equals operating income; subtract interest and taxes for net income.
- Balance sheet equation
- Assets equal liabilities plus equity; the fundamental accounting identity showing that what a business owns equals what it owes plus owner investment.
- Current ratio
- Current assets divided by current liabilities; measures a company's ability to pay short-term obligations, with 2:1 often considered healthy but industry-dependent.
- Food cost percentage
- Cost of food sold divided by food sales, multiplied by 100; cost of food sold equals beginning inventory plus purchases minus ending inventory minus employee meals.
- Budget variance
- The difference between actual and budgeted amounts; favorable when revenue exceeds budget or expense is below budget, unfavorable when the reverse occurs.
- RevPAR
- Revenue per available room, calculated as occupancy percentage times average daily rate (ADR), or total rooms revenue divided by available rooms.
- Segregation of duties
- An internal control principle separating responsibilities for cash handling, record keeping, and authorization to reduce the risk of fraud and error.
- Contribution margin per unit
- Selling price per unit minus variable cost per unit; the amount each unit contributes to covering fixed costs and generating profit.