Devry HSOP320 Final exam summer 2014

HSOP320 final exam

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Question 1.1.(TCO 1) Which of the following is not a characteristic of the travel and tourism industry?(Points : 5) top services export one of the largest employers very regional in nature one of the top three industries in the United States Question 2.2.(TCO 2) For large hotels, the actual serving of food in a hotel's restaurant is usually the responsibility of a separate department headed by the(Points : 5) assistant food and beverage director food and beverage director banquet director bar manager Question 3.3.(TCO 3) An out-of-order room means that the room(Points : 5) is occupied by a guest is dirty is in the process of being cleaned has mechanical problems Question 4.4.(TCO 4) Each room is given a thorough and complete cleaning by the _______________ every three to eight weeks. (Points : 5) day room attendant night room attendant houseman bathroom attendant Question 5.5.(TCO 5) __________ is a document that outlines all information that departments need to contribute to the overall success of the convention.(Points : 5) Cancellation memo Convention instruction memo Function book Follow-up report Question 6.6.(TCO 6) The food production management team is made up of a variety of individuals. In a moderate-size hotel, the staffing chart may include the following except the (Points : 5) executive chef sous chef line chef purchasing clerk Question 7.7.(TCO 7)The following are common injuries in public areas except (Points : 5) falls due to loose carpet poor lighting hot water tripping hazards Question 8.8.(TCO 9) If the total rooms revenue for the month is $10,000 and the total number of rooms sold is 100, then the ADR is (Points : 5) $10,000 $1,000 $100 $10 Question 9.9.(TCO 12) B&Bs, missions, and rooming houses are examples of (Points : 5) themed lodging unique lodging activity-based lodging non-traditional lodging Question 10.10.(TCO 1) Per the textbook, which of these hotel employees is NOT a part of the Guest Services Staff?(Points : 5) Baggage Porter Concierge Door staff Front Desk Clerk Question 11.11.(TCO 5) The progress of the reservations received against the number blocked out is called the (Points : 5) room pick-up confirmation letter group booking booking follow-up Question 12.12.(TCO 1) Two variations of full-service hotels are(Points : 5) timeshare and convention meetings and associations trade shows and resorts resorts and convention

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Question 1. 1. (TCO 1) Name the five major events that happened between 2001-2004 that affected the demand in the lodging industry. How did they affect demand? (Points : 10)

Question 2. 2. (TCO 1) Give three examples of how technology has played a part in the advancement of the lodging industry. What are considered the most important recent lodging innovations? What do you think the future technology will be and why? (Points : 10)

Question 3. 3. (TCO 2) Companies such as Marriott and Hyatt now require entry-level management candidates to hold a four-year degree prior to the start of their position. Why is this an important requirement? How does the degree help a person in a management position? (Points : 10)

Question 4. 4. (TCO 3) What is a guest folio? What types of things would be found on the guest folio? Who usually manages these folios? (Points : 10)

Question 5. 5. (TCO 3) What are three of the divisions of the front office department in a large full-service hotel, and what are their duties? Who is the manager for each? Which one would interest you the most? (Points : 10)

Question 6. 6. (TCO 4) What is the role of a housekeeping inspector? Why is it important to have an inspector in a large hotel property? In a small property, who is responsible for these tasks? (Points : 10)

Question 7. 7. (TCO 4) What is a perpetual inventory system and why is it important to use in a housekeeping department? Who is responsible for keeping this inventory system accurate? What would be some of the steps involved in managing this? (Points : 10)

Question 8. 8. (TCO 5) What are the daily responsibilities of a marketing and sales manager (roles, tasks, and responsibilities)? Would you be interested in becoming a manager in this department? If so, what segment would you like to work with? (Points : 10)

Question 9. 9. (TCO 5) What factors would you utilize to determine whether a Sales Department in a full-service hotel is organized for success? Please provide an example for each. (Points : 10)

Question 10. 10. (TCO 11) Why would you own a timeshare property versus purchasing room nights in a hotel? What are the advantages and disadvantages to vacation ownership? Have you ever owned one in the past? If so, how has this experience been for you? (Points : 10)

Question 11. 11. (TCO 7) After 9/11, what types of consumer fear about safety in hotels has increased? How can you promote safety for your hotel guests and employees? Why would this apply to all lodging facilities? (Points : 10)

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Question 1. 1. (TCO 8) You are a hotel GM of a 500-room property. You recently found out that your occupancy rate has decreased over the past year from 80% to 75%. What specific steps would you use in order to determine the cause and correct this problem? (Points : 20)

Question 2. 2. (TCO 10) What is the difference between a franchise and a management company? Please give a detailed description of each. Would you, as an owner, consider using one of these, or both? (Points : 20)

Question 3. 3. (TCO 6) What is the role of an executive chef in a hotel property? What type of Food and Beverage staff report to the executive chef and what are their roles? Do you think an executive chef should be hands-on? (Points : 20)

Question 4. 4. (TCO 9) You are a new front desk manager at a full-service property. Your GM tells you to use yield management in increasing revenues. What does she mean? What methods could you use? (Points : 20)