Certified Hospitality Manager (CHM) Practice Exam

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Which of these is an example of a SMART goal?

Increase guest satisfaction ratings
Improve employee training measures
Increase the number of guest reviews by 10% within the next 60 days
Enhance marketing strategies

The correct answer is: Increase the number of guest reviews by 10% within the next 60 days

The choice highlighting the increase in the number of guest reviews by 10% within the next 60 days exemplifies a SMART goal because it is Specific, Measurable, Achievable, Relevant, and Time-bound. - **Specific**: The goal clearly specifies what is to be achieved – an increase in guest reviews. - **Measurable**: It sets a quantifiable target — a 10% increase — making it easy to measure progress. - **Achievable**: Assuming the increase is realistic given current circumstances, it aligns with the desires and capabilities of the business. - **Relevant**: This goal is directly tied to enhancing overall guest satisfaction and business reputation, making it pertinent to hospitality management. - **Time-bound**: It sets a specific timeframe for achieving the goal, which is the next 60 days. In contrast, the other options lack one or more of these criteria. For example, simply stating the intention to "increase guest satisfaction ratings" or "improve employee training measures" does not provide a specific target or timeframe, making them vague and less actionable. Similarly, “enhance marketing strategies” does not detail measurable outcomes or a timeline, which are essential for setting a SMART goal.