AHLEI CHSP study plan

Define the supervisor's role and legal responsibilities in hospitality HR and list the key employment laws that constrain scheduling, discipline, and termination

Map the employee life cycle (recruit, select, orient, train, evaluate, reward, separate) and identify the supervisor's action at each stage

Draft a one-page job description and a five-question structured interview guide for a front-desk or housekeeping position

Explain the difference between coaching, counseling, and progressive discipline and give one example of each

Build a training plan for a new hire that names the task, the method, the trainer, and the success measure

Write three SMART performance standards for a front-line role and match each to an observation method

Practice a 15-minute mock appraisal conversation and record the feedback you received on clarity and specificity

Identify two motivation levers (intrinsic and extrinsic) and describe how you would apply each on a real shift

Diagram the workflow of one department from guest arrival to departure and mark the three highest-risk handoff points

Write a staffing guide that converts a forecast occupancy into shift coverage for one week

Draft a 10-minute pre-shift briefing that covers standards, safety, and one guest-service focus

List five common operational bottlenecks and propose one scheduling or layout fix for each

Explain how service standards, standard operating procedures, and brand promises connect, using one concrete guest touchpoint

Build a short inspection checklist (10-12 items) for a guest room or public area and calibrate it by scoring the same area twice

Trace the guest-complaint recovery process and rewrite one step to add a service-recovery empowerment limit for staff

Define three quality metrics (e.g., inspection score, complaint rate, response time) and state how each would be collected

Map the full guest experience into at least eight touchpoints and rate each on importance and current performance

Identify the top three service gaps from the touchpoint map and propose a countermeasure for each

Design a brief guest-feedback instrument with a clear purpose, sampling method, and analysis plan

Role-play two difficult guest scenarios and write the recovery script you would coach a new hire to use

Read a departmental operating statement and label controllable versus non-controllable expenses

Calculate cost per occupied room and labor cost percentage from sample figures and check the arithmetic

Build a simple shift-level budget and explain how a variance triggers a corrective action

Describe the supervisor's role in inventory control, purchasing approval, and loss prevention with one control per area

Draft a weekly labor schedule that meets a forecast while staying inside a stated labor budget

Identify three administrative records a supervisor must maintain and state the retention or reporting rule for each

Explain how to conduct a basic safety and security inspection and document findings for follow-up

Write a short business case for one operational or staffing change that includes cost, benefit, and a risk note

Synthesize all four domains into a single scenario: a staffing shortfall that threatens service quality and budget

Produce written recommendations for the scenario that cite HR, operational, quality, and financial reasoning

Complete two timed practice sets of 25 mixed questions each and log every missed item by domain

Build a personal review sheet of the 15 concepts you missed most and re-test yourself on them