Hospitality Marketing
Exam Materials
Course Introduction
Hospitality Marketing explores the unique strategies and principles used to market hospitality-related products and services, such as hotels, restaurants, resorts, and tourism attractions. The course covers essential marketing concepts, including market segmentation, targeting, positioning, branding, and the marketing mix, while emphasizing customer relationship management and the impact of digital and social media. Students learn how to design effective promotional campaigns, manage customer expectations, enhance guest experiences, and respond to the dynamic challenges of a competitive global marketplace. Case studies and real-world examples provide practical insight into successful marketing practices within the hospitality industry.
Recommended Textbook
hospitality marketing management 5th edition by robert d. reid
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Page 2
Chapter 1: Introduction to Operations Management
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Sample Questions
Q1) The Hawthorne effect is that workers are motivated by the attention they are given.
A)True
B)False
Answer: True
Q2) In what company were the Hawthorne Studies conducted?
A)Westinghouse
B)General Electric
C)Hawthorne Incorporated
D)General Motors
E)Western Electric
Answer: E
Q3) What percentage of total non-farm jobs in the U.S. economy comes from service-producing industries?
A)20%
B)50%
C)60%
D)80%
E)95%
Answer: D
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Page 3
Chapter 2: Operations Strategy and Competitiveness
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Sample
Questions
Q1) A machine shop produces metal frames on two different machines. The average daily production on machine 1 is 300 frames, and the average daily production on machine 2 is 180 frames. What is the daily machine productivity?
A)480 frames/machine
B)330 frames/machine
C)240 frames/machine
D)160 frames/machine
E)300 frames/machine
Answer: C
Q2) Last month a plant produced 1200 units using 150 labor hours. This month it produced 1500 units using 300 labor hours. What is the percent productivity decrease?
A) 37.50%
B) 60.00%
C)100.00%
D)300.00%
E)200.00%
Answer: A
Q3) Rapid technological change includes the risk of ________________________ . Answer: obsolescence.
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Page 4
Chapter 3: Product Design and Process Selection
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Sample Questions
Q1) The psychological benefits of the service package involve the sights, smells, and sounds of the experience.
A)True
B)False
Answer: False
Q2) Which of the following is not a step in product design?
A)final design
B)preliminary design and testing
C)idea development
D)conceptual design
E)product screening
Answer: D
Q3) Why are services more complex to design than manufactured goods?
Answer: Services produce intangible products produced with high levels of customer contact.
Q4) Substituting technology for people has been argued to reduce what in the service delivery?
Answer: uncertainty of service delivery
Q5) Name a company that hurt its business success by changing its Operations Type.
Answer: Babcock & Wilcox is one example.
Page 5
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Chapter 4: E-Commerce and Supply Chain Management
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Sample Questions
Q1) Which of the following is not one of the supply chain wastes the text book identifies?
A)over production
B)delay between activities
C)procurement/purchasing delay
D)unnecessary transport or conveyance of product
E)unnecessary movement by people
Q2) What does ESI stand for?
A)Easy supplier integration
B)Early stage initiation
C)Every supplier's important
D)Early supplier involvement
E)Engaged supply initiative
Q3) Purchasing is typically responsible for:
A)initiating purchasing requests.
B)physically inventorying all received materials.
C)developing the engineering specifications.
D)analyzing the make-buy decision.
E)monitoring supplier performance.
Q4) What are the three "components" of a supply chain?
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Chapter 5: Total Quality Management
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Sample Questions
Q1) Quality Function Deployment (QFD)begins by ________________________
Q2) TQM is __________, designed to build quality into the product and process design.
A)Reactive
B)Proactive
C)Strategic
D)Competitive
E)Standardized
Q3) Which of the following is not attributed to Philip Crosby?
A)The concept of the quality trilogy
B)The phrase "Do it right the first time."
C)Stressed the idea of prevention of defects
D)The notion of zero defects
E)The phrase "Quality is free."
Q4) The most important factor in the success or failure of TQM efforts is the _____ of the organization's _____.
Q5) The later that defects are found, the less costly they are to correct.
A)True
B)False
Q6) What are the seven categories for Malcolm Baldrige Award criteria?
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Chapter 6: Statistical Quality Control
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Sample Questions
Q1) Given a sample size of 2, the lower limit for the R-chart is 0.
A)True
B)False
Q2) Increasing the number of standard deviations on which control chart limits are based will decrease the Type I error.
A)True
B)False
Q3) Suppose that you want to monitor the average ounces of a process that fills beer cans. Which control chart would be appropriate?
A)x-bar chart
B)R-chart
C)p-chart
D)c-chart
E)OC chart
Q4) Define acceptance sampling.
Q5) The term for "inspecting a random sample of an output from process, within range and functioning properly" is Statistical Process Control
A)True
B)False
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Chapter 7: Just-In-Time and Lean Systems
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Sample Questions
Q1) Consider a workstation that can process 1060 units per hour. It takes 15 minutes to receive an order from the previous station. The container size is 20 units. The factory sets safety stock at 20 percent of demand during lead time. How many kanbans are needed for the workstation?
Q2) What does a company need to successfully implement JIT?
Q3) The benefits of long-term relationships with a small number of suppliers include all of the following except
A)Always getting the lowest price
B)Focus on improving process controls
C)Greater accountability
D)Develop stable delivery schedules
E)Eliminate paperwork
Q4) Regular inspections and maintenance designed to keep a machine operational is __________ maintenance.
A)Preventive
B)Breakdown
C)Unscheduled
D)Emergency
E)Unnecessary
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Chapter 8: Forecasting
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Sample Questions
Q1) The first step in forecasting is:
A)determine what data is available
B)decide what to forecast
C)evaluate and analyze appropriate data
D)select and test the forecast model
E)establish the forecast accuracy requirements
Q2) With the Delphi method, a group of managers meet and collectively generate a forecast.
A)True
B)False
Q3) Suppose that you are using the three-period simple moving average method to forecast sales, and sales have been increasing by 10% every period. Then your forecasts will be lower than the actual sales.
A)True
B)False
Q4) Steve's Steak House uses exponential smoothing with trend (alpha = .10 and beta = .40)to forecast its weekly demand for chopped steak in the metro area. Average sales have been 1000 steaks per week, and the recent trend has been an increase of 20 steaks per week. Actual demand last week was for 1040 steaks. What should the forecast be for this week?
Page 10
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Chapter 9: Capacity Planning and Facility Location
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Sample Questions
Q1) Capacity decisions at the strategic level include the size of workforce.
A)True
B)False
Q2) Two sizes are being considered for a new facility, medium and large. Discuss best operating level in this context.
Q3) The load-distance model frequently utilizes rectilinear distance, which is the shortest distance between two points using only north-south and east-west movements.
A)True
B)False
Q4) A clinic has been set up to give flu shots to the elderly in a large city. The design capacity is 50 seniors per hour, and the effective capacity is 44 seniors per hour. Yesterday the clinic was open for ten hours and gave flu shots to 330 seniors.
(a)What is the design utilization?
(b)What is the effective utilization?
Q5) The center of gravity approach requires precise XY grid coordinates to develop a valid location.
A)True
B)False
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Chapter 10: Facility Layout
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Sample Questions
Q1) Which of the following production line shapes is least likely to be found in a factory?
A)N
B)S
C)U
D)O
E)L
Q2) The _____________ distance between two locations on north-south and east-west axes is used in the _____________ model.
Q3) Explain the difference between paced and un-paced lines.
Q4) Intermittent operations are seen in organizations that produce:
A)a small variety of different products
B)high volumes of a few standard products
C)a large variety of different products
D)a large volume of many standardized products
E)assembly line manufacturing
Q5) If a process has a "faster" cycle time, then its cycle time has decreased.
A)True
B)False
Q6) Facility layout decisions are _________ with a number of other ____________.
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Chapter 11: Work System Design
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Sample Questions
Q1) The first unit of a product took 180 hours to complete. The firm plans to produce 4 units in the first month and 15 units in the second month. If a 70% learning curve is expected, how many hours will the firm use to work on the product during the second month?
Q2) Which of the following is not characteristic of time?based compensation systems? A)wages are easily calculated
B)employees know what they will get in their regular paycheck
C)simplicity
D)normally used when measuring output per employee is not applicable
E)lower cost per unit than output?based systems
Q3) Standard times can be used to measure performance of individual workers. If a worker fails to match the standard time, the company should do what?
A)put the worker on probation
B)ignore the situation
C)change the standard time
D)provide training to improve the worker's performance
E)fire the worker
Q4) Studying the time it takes to do a job is called __________________.
Q5) The average observed time for each work element is its __________________.
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Chapter 12: Independent Demand Inventory Management
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Sample Questions
Q1) Which inventory function helps firms garner quantity discounts?
A)anticipation inventory
B)fluctuation inventory
C)lot-size inventory
D)transportation inventory
E)speculative inventory
Q2) The formula to calculate a week's of supply is?
A)weeks of supply = average weekly usage in dollars/average inventory on hand in dollars
B)weeks of supply = average weekly usage/12 * average inventory on hand in dollars
C)weeks of supply = average inventory on hand in dollars/average weekly usage in dollars
D)weeks of supply = average inventory on hand * average weekly usage in dollars
E)weeks of supply - average inventory on hand * average annual usage in dollars * 12
Q3) What is the formula for inventory turnover?
Q4) What are the two methods for checking record accuracy and what do they do?
Q5) What is another name for speculative inventory?
Q6) Discuss some of the factors on how much safety stock will be kept on hand.
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Chapter 13: Aggregate Planning
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Sample Questions
Q1) At CCM _________ and ___________ is the basis for all planning, manufacturing, and supply chain activities.
Q2) All of the following are detailed by the aggregate plan except for?
A)purchases of components from vendors
B)the aggregate production rate
C)subcontracting
D)the amount of overtime authorized
E)back ordering of customer orders
Q3) Sales and operations planning integrates the medium-range functional plans for all except which of the following?
A)marketing
B)operations
C)human resources
D)engineering
E)finance
Q4) Nontangible capacity can be added by the use of an on-call labor pool.
A)True
B)False
Q5) What are the difficulties associated with back orders?
Q6) What are the characteristics of the marketing plan?
Page 15
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Chapter 14: Resource Planning
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Sample Questions
Q1) What are the objectives of second-generation ERP systems?
Q2) Which of the following most closely describes dependent demand?
A)demand generated by suppliers
B)demand that is seasonal
C)demand estimates using regression analysis
D)demand derived from finished products
E)demand for repair parts
Q3) A product structure tree is a visual depiction of the subassemblies and components that are needed to produce a finished product.
A)True
B)False
Q4) MRP systems require ______________________, ______________________, and ______________________ as inputs.
Q5) Different lot size rules determine the quantity of the order and __________________.
A)the quality
B)change the frequency of replenishment orders
C)how projected available is calculated
D)the lead time
E)the backorder cost
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Chapter 15: Scheduling
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Sample Questions
Q1) Which of the following is mostly like to be an internal resource constraint?
A)increasing market demand
B)raw material shipping problems
C)decreasing market demand
D)no overtime
E)a regular bottleneck in the product process
Q2) Optimized production technology (OPT)was introduced by whom in the late 1970s, and what does it do?
Q3) The formula (due date - remaining processing time)/(number of remaining operations measures the ___________________.
Q4) Forward scheduling sometimes causes inventory buildup if items are not delivered by the due date.
A)True
B)False
Q5) Slack can be calculated if _______________________.
A)infinite loading and finite loading are used together
B)infinite loading and forward scheduling are used together
C)finite loading and backward scheduling are used together
D)finite loading and forward scheduling are used together
E)forward scheduling and backward scheduling are used together
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Chapter 16: Project Management
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Sample Questions
Q1) Precedence relationships structure the sequencing of activities.
A)True
B)False
Q2) What are the benefits of network planning techniques?
Q3) Removing safety time from the individual activities and putting the total safety time at the end of the critical path creates a project buffer.
A)True
B)False
Q4) In the critical chain approach, the focus is on _______________________.
A)deliverables
B)making activity times certain
C)project milestones
D)the final due date of the project
E)individual activities
Q5) _____________________ structure the sequencing of activities.
A)Evaluation of costs
B)Crashings
C)Work breakdowns
D)Backschedules
E)Precedence relationships
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Chapter 16: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) A road atlas represents which type of model?
A)physical model
B)mathematical model
C)mental model
D)spreadsheet model
E)visual model
Q2) In the custom footer box, the command to insert the worksheet name is "&[Tab]".
A)True
B)False
Q3) In Excel, how can one select cells in a range without using the mouse?
A)Ctrl+Arrow Keys
B)Alt+Arrow Keys
C)Tab+Arrow Keys
D)F1+Arrow Keys
E)Shift+Arrow Keys
Q4) Research has shown that most spreadsheet model developers believe their products to be error-free, but this assessment is usually wrong.
A)True
B)False
Q5) Absolute references do _____________ change when you copy them.
19
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Chapter 17: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) What is the optimal solution to the following linear program?
Max 2X + Y
Subject to 2X + 2Y ? 40
X + Y ? 10
X ? 0
Y ? 0
A)the solution is unbounded
B)(0, 20)
C)(10, 0)
D)(20, 0)
E)the program is infeasible
Q2) The text-based formulation of an optimization problem should state what three things?
A)decision variables, random variables, and parameters
B)decision variables, objective function, and constraints
C)decision variables, random variables, and constraints
D)decision variables, random variables, and objective function
E)random variables, parameters, and objective function
Q3) _________ are limitations or requirements that must be satisfied.
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Chapter 18: Waiting Line Models
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Sample Questions
Q1) Consider a single-line, single-server waiting line system. Suppose that customers arrive according to a Poisson distribution at an average rate of 60 per hour, and the average (exponentially distributed)service time is 45 seconds per customer. What is the average utilization of the system?
Q2) The average time customers spend waiting and the average time a customer spends in the system:
A)are the same metric.
B)use the same formula.
C)are not considered.
D)are different system metrics.
E)only apply to multi-server systems.
Q3) Vacillating occurs when a customer enters one line and then switches to a different line in an effort to reduce his or her waiting time.
A)True
B)False
Q4) A waiting line occurs whenever there is less customer demand for a service than can be provided.
A)True
B)False
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Chapter 19: Master Scheduling and Rough-Cut Capacity Planning
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Sample Questions
Q1) What is the formula for projected available in an MPS record?
A)beginning inventory + MPS shipment - forecasted demand
B)MPS shipment from previous week - forecasted demand
C)cumulative MPS shipments - cumulative forecasts
D)forecasted demand - MPS shipment from previous week
E)beginning inventory + forecasted demand - MPS shipment
Q2) In MPS terminology, what is another name for the current period?
A)the hot seat
B)the live wire
C)the live basket
D)the empty buck
E)the action bucket
Q3) CPOPF is the acronym for Capacity Planning (using)Overall Promising Factors. A)True
B)False
Q4) The master production schedule is a statement of upcoming demand. A)True B)False
Page 22
Q5) The MPS is said to be ________________________ between the current time and the time needed for final assembly.
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