AHLEI HOSPITALITY MANAGER
LEADERSHIP CERTIFICATION EXAM 2026
VERIFIED ANSWER
⫸ Recovery Formula. Answer: 1/ Using sympathy, apologize for the
inconvenience and disruption to their stay
2/ Explain the cause of the problem and act quickly to provide an
adequate solution
3/ If able, offer something that is truly of value to the guest
4/ Let the guest know they are important
5/ Learn from the experience and put measures in place to prevent
similar situations from occurring in the future
⫸ Personalization Formula. Answer: 1. Look for ops to create unique
experiences
2. Use the information at your disposal and your own observations to get
to know your guests
3. Greet and look each guest in the eyes
4. Always use the guest' name whenever possible
5. Engage guests in conversation and remember what they tell you
⫸ Knowledge Formula. Answer: 1. If you can't immediately find an
answer to the question, ask the guest for a way to contact them once you
have the information
2. Enlist the help of your coworkers
, 3. Approach every situation as a learning experience
4. Know your surroundings, property, and amenities
5. Don't fake it. Incorrect information can cause guests to lose trust in
you and the property
⫸ Passion Formula. Answer: 1. Know the things you are passionate
about
2. Incorporate your passions into your daily work
3. Share your passions with your coworkers
4. Talk about your job-related passions
5. Don't ever stop loving what you do!
⫸ Commitment Formula. Answer: 1. Understand your role in guest
service
2. Volunteer to help other staff
3. Build relationships
4. Be a role model of commitment
5. Partner with people in other departments
⫸ Inclusion Formula. Answer: 1. Respect and value all of the property's
guests
2. Have a thorough knowledge of the accessible facilities and services
your property offers
3. Know the laws about service animals and how to behave around them
LEADERSHIP CERTIFICATION EXAM 2026
VERIFIED ANSWER
⫸ Recovery Formula. Answer: 1/ Using sympathy, apologize for the
inconvenience and disruption to their stay
2/ Explain the cause of the problem and act quickly to provide an
adequate solution
3/ If able, offer something that is truly of value to the guest
4/ Let the guest know they are important
5/ Learn from the experience and put measures in place to prevent
similar situations from occurring in the future
⫸ Personalization Formula. Answer: 1. Look for ops to create unique
experiences
2. Use the information at your disposal and your own observations to get
to know your guests
3. Greet and look each guest in the eyes
4. Always use the guest' name whenever possible
5. Engage guests in conversation and remember what they tell you
⫸ Knowledge Formula. Answer: 1. If you can't immediately find an
answer to the question, ask the guest for a way to contact them once you
have the information
2. Enlist the help of your coworkers
, 3. Approach every situation as a learning experience
4. Know your surroundings, property, and amenities
5. Don't fake it. Incorrect information can cause guests to lose trust in
you and the property
⫸ Passion Formula. Answer: 1. Know the things you are passionate
about
2. Incorporate your passions into your daily work
3. Share your passions with your coworkers
4. Talk about your job-related passions
5. Don't ever stop loving what you do!
⫸ Commitment Formula. Answer: 1. Understand your role in guest
service
2. Volunteer to help other staff
3. Build relationships
4. Be a role model of commitment
5. Partner with people in other departments
⫸ Inclusion Formula. Answer: 1. Respect and value all of the property's
guests
2. Have a thorough knowledge of the accessible facilities and services
your property offers
3. Know the laws about service animals and how to behave around them
