AHLEI HOSPITALITY MANAGER
LEADERSHIP CERTIFICATION EXAM 2026
FINAL REVIEW COMPILATION
⫸ When an inquiry call is received by the sales department: Answer: It's
important to listen and ask questions to determine the caller's needs.
⫸ Having employees spend a night as "guests" in the property is an
effective way of: Answer: increasing the product knowledge of
employees
⫸ Most properties pay a new salesperson ________for the first six to
twelve months on the job. Answer: straight salary
⫸ In which of the following types of telephone sales calls does a
salesperson attempt to gather information and learn the names of
decision-makers? Answer: a prospect call
⫸ Which of the following statements about determining marketing
objectives is true? Answer: Objectives for each market segment and
revenue center should be measurable.
⫸ Mick is responsible for evaluating the brand identity of a chain and
recommending ways to Increase the value of the brand. For which of the
following components of a hospitality marketing mix is Mick
responsible? Answer: product service mix
, ⫸ If a presentation sales call results in a sale, the salesperson should:
Answer: thank the client and leave as soon as politely possible.
⫸ There are two basic choices a property has when positioning itself. A
property can directly compare itself with the competition and strive to
compete directly for a particular market share, or: Answer: segment
itself to bring in new business from other areas.
⫸ What kind of call is used to determine whether prospects need or can
afford the products and services that the property offers? Answer:
qualifying call
⫸ At the Kingcrest Hotel, a housekeeper can offer a reduced rate or
other benefit in response to a guest's complaint about a room not cleaned
satisfactorily. This illustrates the concept of: Answer: employee
empowerment
⫸ Monica, a room attendant at the Glitz Hotel, responded to a guest's
request for extra towels and pillows. At the end of her shift, she recorded
the guest's request on a form used to update guest profiles. On the next
visit to the property, the guest found extra towels and pillows already in
the room. This is an example of: Answer: relationship selling.
⫸ The new sales manager of the Mountain Lodge is conducting a
property analysis to learn more about the lodge's strengths, weaknesses,
opportunities, and threats. The sales manager should talk to: Answer:
guests and employees of competitors
LEADERSHIP CERTIFICATION EXAM 2026
FINAL REVIEW COMPILATION
⫸ When an inquiry call is received by the sales department: Answer: It's
important to listen and ask questions to determine the caller's needs.
⫸ Having employees spend a night as "guests" in the property is an
effective way of: Answer: increasing the product knowledge of
employees
⫸ Most properties pay a new salesperson ________for the first six to
twelve months on the job. Answer: straight salary
⫸ In which of the following types of telephone sales calls does a
salesperson attempt to gather information and learn the names of
decision-makers? Answer: a prospect call
⫸ Which of the following statements about determining marketing
objectives is true? Answer: Objectives for each market segment and
revenue center should be measurable.
⫸ Mick is responsible for evaluating the brand identity of a chain and
recommending ways to Increase the value of the brand. For which of the
following components of a hospitality marketing mix is Mick
responsible? Answer: product service mix
, ⫸ If a presentation sales call results in a sale, the salesperson should:
Answer: thank the client and leave as soon as politely possible.
⫸ There are two basic choices a property has when positioning itself. A
property can directly compare itself with the competition and strive to
compete directly for a particular market share, or: Answer: segment
itself to bring in new business from other areas.
⫸ What kind of call is used to determine whether prospects need or can
afford the products and services that the property offers? Answer:
qualifying call
⫸ At the Kingcrest Hotel, a housekeeper can offer a reduced rate or
other benefit in response to a guest's complaint about a room not cleaned
satisfactorily. This illustrates the concept of: Answer: employee
empowerment
⫸ Monica, a room attendant at the Glitz Hotel, responded to a guest's
request for extra towels and pillows. At the end of her shift, she recorded
the guest's request on a form used to update guest profiles. On the next
visit to the property, the guest found extra towels and pillows already in
the room. This is an example of: Answer: relationship selling.
⫸ The new sales manager of the Mountain Lodge is conducting a
property analysis to learn more about the lodge's strengths, weaknesses,
opportunities, and threats. The sales manager should talk to: Answer:
guests and employees of competitors
