AHLEI HOSPITALITY MANAGER
LEADERSHIP CERTIFICATION EXAM 2026
COMPREHENSIVE PREPARATION
MANUAL
⫸ You are seating a group at your property's restaurant and hear them
discussing the special dietary needs of one of the guests. Which of the
following responses is the best example of using initiative to go above
and beyond to provide outstanding service in this situation?
Respect the guest's privacy and continue with the meal service as usual.
Ask the chef to visit the table and discuss other available menu items.
Be prepared to discuss ingredients and cooking methods of menu items.
Express your concern by asking the reason for the special restrictions.
Answer: Be prepared to discuss ingredients and cooking methods of
menu items.
⫸ You are working the front desk during one of the worst rainstorms
your area has ever seen. Which of the following is the most appropriate
example of using empathy to go above and beyond to provide
extraordinary service in this situation?
Tell guests to walk slowly and watch their step on the lobby's marble
floor.
Position rubber mats at the main entrance doors to help control the water
, Ask housekeeping for a supply of towels to make available for wet
guests.
Place caution signs on the wet floor to indicate a slip hazard to your
guests. Answer: Ask housekeeping for a supply of towels to make
available for wet guests.
⫸ As a concierge at your property, you are arranging a rental car for a
guest when he mentions the bathtub in his room isn't draining properly.
Which of the following responses best describes the final step of
following through on excellent guest service in this situation?
You contact maintenance about the guest's concern with the tub.
You tell the guest the hotel's bathtubs always tend to drain slowly.
You make a note of the problem with the tub in the concierge log.
You call the guest to check the repaired tub now drains properly.
Answer: You call the guest to check the repaired tub now drains
properly.
⫸ In a conversation with a guest traveling on business, you discover he
is missing his daughter's birthday celebration while he's away. Which of
the following responses is the most appropriate example of using
EMPATHY to provide extraordinary service in this situation?
Offer your sympathies and remind him his daughter will have other
birthdays.
Present him with a birthday card signed by the entire staff to give to her.
Point out local entertainment options to take his mind off his daughter.
LEADERSHIP CERTIFICATION EXAM 2026
COMPREHENSIVE PREPARATION
MANUAL
⫸ You are seating a group at your property's restaurant and hear them
discussing the special dietary needs of one of the guests. Which of the
following responses is the best example of using initiative to go above
and beyond to provide outstanding service in this situation?
Respect the guest's privacy and continue with the meal service as usual.
Ask the chef to visit the table and discuss other available menu items.
Be prepared to discuss ingredients and cooking methods of menu items.
Express your concern by asking the reason for the special restrictions.
Answer: Be prepared to discuss ingredients and cooking methods of
menu items.
⫸ You are working the front desk during one of the worst rainstorms
your area has ever seen. Which of the following is the most appropriate
example of using empathy to go above and beyond to provide
extraordinary service in this situation?
Tell guests to walk slowly and watch their step on the lobby's marble
floor.
Position rubber mats at the main entrance doors to help control the water
, Ask housekeeping for a supply of towels to make available for wet
guests.
Place caution signs on the wet floor to indicate a slip hazard to your
guests. Answer: Ask housekeeping for a supply of towels to make
available for wet guests.
⫸ As a concierge at your property, you are arranging a rental car for a
guest when he mentions the bathtub in his room isn't draining properly.
Which of the following responses best describes the final step of
following through on excellent guest service in this situation?
You contact maintenance about the guest's concern with the tub.
You tell the guest the hotel's bathtubs always tend to drain slowly.
You make a note of the problem with the tub in the concierge log.
You call the guest to check the repaired tub now drains properly.
Answer: You call the guest to check the repaired tub now drains
properly.
⫸ In a conversation with a guest traveling on business, you discover he
is missing his daughter's birthday celebration while he's away. Which of
the following responses is the most appropriate example of using
EMPATHY to provide extraordinary service in this situation?
Offer your sympathies and remind him his daughter will have other
birthdays.
Present him with a birthday card signed by the entire staff to give to her.
Point out local entertainment options to take his mind off his daughter.
