AHLEI Hospitality Manager: Leadership
CERTIFICATION EXAM QUESTIONS WITH 100% VERIFIED SOLUTIONS
What can you do to help employees feel invested in the company's culture? - ANSWER
Explain how a strong culture makes the work environment more enjoyable and
contributes to the success of the company and its employees.
What is organizational culture? - ANSWER Specific values and beliefs that are shared
throughout the organization.
How does storytelling help build culture? - ANSWER Employees create bonds through
the stories they hear.
What is the best avenue managers can use to build team culture? - ANSWER Team
Meetings
What does a mission statement do? - ANSWER States the purpose of the organization
to employees and guests.
What is a value statement? - ANSWER A set of standards that guide operations.
What does emotional intelligence mean to you? - ANSWER Being aware of your
emotions and how they affect other people.
What impact does manager self-awareness have on an organization? - ANSWER
Communication improves, Employees are happier, Better decisions are made, Guest
satisfaction improves, Work connections are stronger.
What makes a management decision or action ethical? - ANSWER Staying true to a
specific value system.
If you use the autocratic style, does that mean you are not managing with emotional
intelligence? - ANSWER No
What is emotional intelligence? - ANSWER The ability to recognize, understand, and
influence others' emotions.
, How can you improve your self-awareness? - ANSWER Ask for frequent feedback on
how you are perceived by others.
What makes a decision ethical? - ANSWER Staying true to a specific set of values.
What is the best way to ensure employees are making ethical decisions? - ANSWER
Reinforce the concept of ethics often.
Which style of management might a manager use to build emotional bonds within the
team? - ANSWER Affiliative
What benefits does training have for your property? - ANSWER Well-trained
employees will be more confident in their roles, training helps reduce turnover, training
helps reduce employee turnover, training reduces the time a manager must spend
correcting employees, Properly trained employees can help train other employees,
Training improves productivity.
Which of the following best defines coaching? - ANSWER Teaching and giving
constructive feedback when needed.
How often should coaching take place? - ANSWER Coaching should be ongoing and
constant.
What is the best method of correcting an employee who is performing a task
incorrectly? - ANSWER Find a quiet place to explain the correct way to do the task.
How can cross-training benefit the organization? - ANSWER Employees feel an
enhanced sense of job ownership and an increase in respect for those in other
positions.
How can a mentor help you in your career? - ANSWER Mentors can be a support
system for solving challenging problems.
How often should coaching take place? - ANSWER Ongoing and as necessary.
What is the best step a manager can take if employee does not respond positively to
coaching? - ANSWER Create a formal, personalized improvement plan and schedule a
follow-up.
CERTIFICATION EXAM QUESTIONS WITH 100% VERIFIED SOLUTIONS
What can you do to help employees feel invested in the company's culture? - ANSWER
Explain how a strong culture makes the work environment more enjoyable and
contributes to the success of the company and its employees.
What is organizational culture? - ANSWER Specific values and beliefs that are shared
throughout the organization.
How does storytelling help build culture? - ANSWER Employees create bonds through
the stories they hear.
What is the best avenue managers can use to build team culture? - ANSWER Team
Meetings
What does a mission statement do? - ANSWER States the purpose of the organization
to employees and guests.
What is a value statement? - ANSWER A set of standards that guide operations.
What does emotional intelligence mean to you? - ANSWER Being aware of your
emotions and how they affect other people.
What impact does manager self-awareness have on an organization? - ANSWER
Communication improves, Employees are happier, Better decisions are made, Guest
satisfaction improves, Work connections are stronger.
What makes a management decision or action ethical? - ANSWER Staying true to a
specific value system.
If you use the autocratic style, does that mean you are not managing with emotional
intelligence? - ANSWER No
What is emotional intelligence? - ANSWER The ability to recognize, understand, and
influence others' emotions.
, How can you improve your self-awareness? - ANSWER Ask for frequent feedback on
how you are perceived by others.
What makes a decision ethical? - ANSWER Staying true to a specific set of values.
What is the best way to ensure employees are making ethical decisions? - ANSWER
Reinforce the concept of ethics often.
Which style of management might a manager use to build emotional bonds within the
team? - ANSWER Affiliative
What benefits does training have for your property? - ANSWER Well-trained
employees will be more confident in their roles, training helps reduce turnover, training
helps reduce employee turnover, training reduces the time a manager must spend
correcting employees, Properly trained employees can help train other employees,
Training improves productivity.
Which of the following best defines coaching? - ANSWER Teaching and giving
constructive feedback when needed.
How often should coaching take place? - ANSWER Coaching should be ongoing and
constant.
What is the best method of correcting an employee who is performing a task
incorrectly? - ANSWER Find a quiet place to explain the correct way to do the task.
How can cross-training benefit the organization? - ANSWER Employees feel an
enhanced sense of job ownership and an increase in respect for those in other
positions.
How can a mentor help you in your career? - ANSWER Mentors can be a support
system for solving challenging problems.
How often should coaching take place? - ANSWER Ongoing and as necessary.
What is the best step a manager can take if employee does not respond positively to
coaching? - ANSWER Create a formal, personalized improvement plan and schedule a
follow-up.
