Hospitality Marketing Final Exam
Course Introduction
Hospitality Marketing explores the unique marketing strategies and practices essential to the hospitality industry, including hotels, restaurants, travel, and tourism sectors. The course examines concepts such as market segmentation, consumer behavior, branding, service quality, and digital marketing in a global context. Students will learn how to develop effective marketing plans, manage customer relationships, and leverage emerging technologies to attract and retain guests. Real-world case studies and industry best practices provide insight into promoting hospitality services and sustaining competitiveness in a dynamic marketplace.
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) Which business function is responsible for sales, generating customer demand, and understanding customer wants and needs?
A)finance
B)human resources
C)marketing
D)operations management
E)purchasing
Answer: C
Q2) Operations management is responsible for orchestrating all the resources needed to produce the final product. This includes all of the following except
A)obtaining customer feedback
B)arranging schedules
C)managing inventory
D)controlling quality
E)designing work methods
Answer: A
Q3) What are the three major functions through which every business is managed?
Answer: finance, marketing, and operations management
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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) Quality control approaches are part of the production process infrastructure. A)True
B)False
Answer: True
Q3) A company uses two plants to produce motorcycles. Plant A produces 200 per week using 20 workers and 4 machines. Plant B produces 250 per week using 10 workers and 10 machines. Which plant is more productive?
Answer: unknown-Plant A has a higher machine productivity but a lower labor productivity. The cost of labor and machines is needed.
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4
Chapter 3: Product Design and Process Selection
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Sample Questions
Q1) All product designs begin with ____________ .
A)a blueprint
B)a cost analysis
C)an idea
D)a feasibility study
E)a focus group
Answer: C
Q2) During the final design and testing stage:
A)the product design idea is evaluated according to the needs of the major business functions.
B)design engineers hand the product over to the final design engineers.
C)the product specifications are drawn up.
D)marketing becomes involved for the first time.
E)the product achieves full production.
Answer: C
Q3) Intermittent operations group their resources based on similar operations or functions.
A)True
B)False
Answer: True
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Chapter 4: E-Commerce and Supply Chain Management
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Sample Questions
Q1) The quantity that equates the cost of making a product to the cost of buying the product is generally called what?
A)Neutrality point
B)Point of equality
C)Indifference point
D)Point of optimality
E)No such point can exist.
Q2) In general, what comprises the bulk of the cost of goods sold?
A)Overhead
B)Materials
C)Electricity
D)Depreciation
E)Labor
Q3) A firm whose variable cost of providing a function is $10 while a potential supplier will outsource the function if ______________________
Q4) Rationing and shortage gaming occur when supply exceeds demand.
A)True
B)False
Q5) Describe how consumers can use the Internet to shop in new ways.
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Chapter 5: Total Quality Management
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Sample Questions
Q1) In six-sigma the level of defects is reduced to approximately
A)0
B)1.4 parts per million
C)2.4 parts per million
D)3.4 parts per million
E)4.4 parts per million
Q2) During World War II, quality
A)Meant inspecting products to ensure that they met specifications
B)Encompassed the entire organization
C)Was defined as it had been for more than 100 years
D)Became customer driven
E)Became more statistical in nature
Q3) __________ analysis is a technique used to identify quality problems based on their degree of importance.
A)Deming
B)Pareto
C)Davis
D)Crosby
E)Juran
Q4) Quality circles are a common application of the ________________________
Page 7
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Chapter 6: Statistical Quality Control
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Sample Questions
Q1) Suppose that Matt wants to use a process control chart to monitor the number of different types of mistakes that he makes when giving motivational speeches to student groups. Which control chart would be most appropriate?
A)x-bar chart
B)R-chart
C)p-chart
D)c-chart
E)OC chart
Q2) Johnson Enterprises sells no-spill syrup in bottles. Management is evaluating four different machines with standard deviations of .006, .01, .022, and .04 ounces for Machines A, B, C, and D, respectively. The specification limits 11.95 and 12.05 ounces. Which machines should receive more detailed evaluation, i.e. which are statistically "capable?"
Q3) Define statistical process control.
Q4) A control chart y-axis represents the quality characteristic that is being monitored.
A)True
B)False
Q5) Define control limits.
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Chapter 7: Just-In-Time and Lean Systems
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Sample Questions
Q1) What are the three major elements of JIT?
Q2) Every organization is just one element of an _______________.
Q3) With a kaizen system there is no excess production because the only products and quantities produced are those specified by the kaizen.
A)True
B)False
Q4) External setups can be done while the machine is running.
A)True
B)False
Q5) Which of the following is not a role of JIT management?
A)creating a JIT culture
B)cost and information sharing
C)serving as coaches and facilitators
D)developing an incentive system
E)ensuring multifunctional training occurs
Q6) Traditional production plans schedule ________________________ while JIT with Level Scheduling uses ________________________.
Q7) What are the benefits of JIT?
Q8) What is the difference between traditional and cell manufacturing?
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Chapter 8: Forecasting
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Sample Questions
Q1) When is exponential smoothing equivalent to the "naïve" approach to forecasting?
A)When the smoothing constant is chosen randomly
B) = 0
C) = 1
D) = .5
E)When next month's forecast equals this month's forecast
Q2) Statistical packages such as SPSS, SAS, and Minitab, are types of forecasting software.
A)True
B)False
Q3) Which forecasting method suffers from the possibility of having one person's opinion dominate the forecast?
A)Market research
B)Executive opinion
C)Delphi method
D)Naïve method
E)Gamma method
Q4) The most frequently used forecasting model is the ____________.
Q5) Describe the naïve forecasting method.
Q6) The difference between MSE and r<sup>2</sup> is that _______________.
10
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Chapter 9: Capacity Planning and Facility Location
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Sample Questions
Q1) Focused factories are a factor which contributes to the success of JIT.
A)True
B)False
Q2) Effective capacity is
A)the maximum input rate that can be sustained under normal conditions
B)the maximum output rate that can be sustained under normal conditions
C)the maximum input rate that can be sustained under ideal conditions
D)the maximum output rate that can be sustained under ideal conditions
E)the maximum percent measure of how well available capacity is being used
Q3) Capacity planning problems are notorious in ER and other organizations that experience ______________.
Q4) The first step managers need to take when making facility location decisions is ___________________.
A)begin negotiations with governments for several potential locations
B)identify specific location possibilities
C)gather information on location alternatives
D)evaluate specific sites
E)identify the location factors that are dominant for the business
Q5) What are the disadvantages of globalization?
Q6) How are capacity planning and location analysis similar?
Page 11
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Chapter 10: Facility Layout
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Sample Questions
Q1) According to the textbook, the available space of a facility is best seen by using a
A)photograph
B)detailed floor plan
C)architecture software package
D)block plan
E)overview plan
Q2) In a product layout facility the manager must decide
A)employees' salary
B)exactly what tasks will not be performed by every workstation
C)exactly what tasks will be performed by every workstation
D)exactly what vacation schedule must be followed
E)general sequence the work must be performed in
Q3) The theoretical minimum number of stations results in the production of daily requirements when no inefficiency exists.
A)True
B)False
Q4) The shortest distance between two locations is called rectilinear distance.
A)True
B)False
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Chapter 11: Work System Design
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Sample Questions
Q1) The formula for determining the number of observations needed depends upon all except which of the following values?
A)the number of standard deviations needed for the desired confidence
B)the maximum observed value in the sample
C)the standard deviation of the sample observations
D)the mean of the sample observations
E)the desired accuracy
Q2) Studying the detailed process for doing a job is called
Q3) How many standard deviations is required for a 98% confidence level?
A)2
B)2.05
C)2.17
D)2.33
E)2.58
Q4) What results from methods analysis?
A)a graph of how long each step takes
B)an evaluation of current employees
C)time standards
D)guidance for designing jobs
E)a standard, detailed procedure for an operation
Page 13
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Chapter 12: Independent Demand Inventory Management
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Sample Questions
Q1) A SKU is a ______________ at a _____________ geographic location.
A)cost, uniquely identified
B)profit, generally classified
C)specific item, generally classified
D)specific item, particular
E)general item, particular
Q2) Firms that "chase" demand by hiring more workers have less need for anticipation inventory.
A)True
B)False
Q3) Anticipation inventory is also called cycle stock.
A)True
B)False
Q4) Inventory management, order policies, storage and movement of goods, are not areas where significant gains in sustainability can be make for companies
A)True
B)False
Q5) List some advantages of small order quantities.
Q6) What is another name for speculative inventory?
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Chapter 13: Aggregate Planning
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Sample Questions
Q1) Using a level production plan how many oil changes must each employee be capable of to meet a weekly demand of 1400 oil changes in a five day work week if there are 4 employees?
A)40
B)50
C)60
D)70
E)80
Q2) A demand-based option in which the operations department uses inventories and back orders to react to demand fluctuations is called
A)hyperactive
B)inactive
C)proactive
D)reactive
E)retroactive
Q3) What are the inputs to the aggregate planning process?
Q4) What are the characteristics of overtime?
Q5) Demand-based options include two reactive options and two proactive options.
A)True
B)False
Page 15
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Chapter 14: Resource Planning
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Sample Questions
Q1) Information in the inventory records file that can change with inventory transactions includes the ________.
A)part number
B)lot size rule
C)projected inventory level
D)lead time
E)safety stock requirement
Q2) What are the objectives of second-generation ERP systems?
Q3) With capacity requirements planning, the calculated workload for a work center is compared with ___________.
A)available capacity
B)calculated workloads for other work centers
C)the cost of expanding the work center
D)standard capacity
E)design capacity
Q4) _________________ uses planned order releases from the MRP, which considers beginning inventory.
Q5) The company forecasts dependent demand based on independent demand input.
A)True
B)False
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Chapter 15: Scheduling
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Sample Questions
Q1) A scheduling technique for jobs that follow the same path through two operations is ___________.
Q2) Which of the following is the least effective tactic for managing a bottleneck station?
A)Assign extra workers to the bottleneck station if necessary in order to keep it running.
B)Increase the production rate at the bottleneck station.
C)Inspect items just as soon as they come out of the bottleneck station.
D)Subcontract part of the workload at that station to other companies.
E)Assign your best people to that station to improve efficiency.
Q3) Which of the following scheduling rules minimizes mean job flow time?
A)first come, first served
B)last come, first served
C)earliest due date
D)shortest processing time
E)longest processing time
Q4) Negative lateness means the job is finished before the due date.
A)True
B)False
Q5) Define job lateness.
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Chapter 16: Project Management
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Sample Questions
Q1) PERT stands for ___________________.
Q2) 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
Q3) Which of the following would probably not benefit from the use of critical path scheduling?
A)constructing a new bridge over the Mississippi River
B)moving the company's credit card center to a new city
C)building a new natural gas pipeline
D)receiving orders for the company's products by phone
E)developing a new computer system for financial planning
Q4) When we are unsure about the duration of project activities, we use probabilistic time estimates.
A)True
B)False
Q5) What are valid reasons for reducing the time spent finishing a particular project?
Q6) What are the characteristics of the critical chain approach?
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Chapter 16: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) Which of the following is not one of the standard items included in a footer?
A)file name
B)author name
C)user name
D)date
E)time
Q2) Describe the difference between an XY graph and a Line graph.
Q3) Which of the following is equivalent to "=SUMPRODUCT(A1:A4,B2:B5)"?
A)A1*A4 + B2*B5
B)A1*B2 + A2*B3 + A3*B4 + A4*B5
C)(A1+A4)*(B2+B5)
D)(A1+A2+A3+A4)*(B2+B3+B4+B5)
E)This is an invalid function.
Q4) In Excel, which function returns the number of cells containing numerical values?
A)CELLS(range)
B)NUMBER(range)
C)VALUES(range)
D)COUNT(range)
E)NUMBERS(range)
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Chapter 17: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) Describe guidelines for spreadsheet model development.
Q2) Car Phones, Inc. (CP), sells two models of cell phones: Model A and Model B. Records show that 3 hours of sales time are used for each Model A cell phone that is sold and 5 hours of sales time for each Model B telephone. A total of 600 hours of sales time is available for the next 4-week period. In addition, management planning policies call for minimum sales goals of 100 units for Model A and 80 units for Model B. Furthermore, the number of phones that CP makes is limited by its critical process, the plastic injection molding machine, which can produce a maximum of 1500 phones per 4-week period. CP makes a $40 profit contribution for each Model A sold and a $50 profit contribution for each Model B sold. Formulate a Linear Program that can be used to determine the optimal production amounts CP for the next 4-week period.
Q3) An optimal solution to an optimization problem is always feasible.
A)True
B)False
Q4) Constrained optimization models can be used to either ____________ or ___________ some quantity based on a set of constraints
Q5) Describe what steps one should use if the Solver Results box says, "The conditions for Assume Linear Model are not satisfied"?
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Chapter 18: Waiting Line Models
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Sample Questions
Q1) Waiting line models typically assume what distribution(s)?
Q2) Why do larger-scale waiting line systems use discrete-event simulation?
Q3) Arriving customer population is considered to be ____________ if the number waiting in line does not significantly affect the rate at which the population generates new customers.
Q4) A single-line, multiple-server system has _____ ______ in terms of waiting times than the same system with a line for each server.
A)poorer performance
B)similar performance
C)better performance
D)comparable performance
E)reduced performance
Q5) Discrete-event simulation of products allows the customer to define the system, arrival, and service patterns.
A)True
B)False
Q6) List some system changes one can make to try to improve waiting line performance.
Q7) List examples of dedicating specific servers for specific transactions.
Page 21
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Chapter 19: Master Scheduling and Rough-Cut Capacity Planning
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Sample Questions
Q1) Motorsports, Inc. builds two different types of motors. Model A has averaged 20,000 units annually, and Model B has average 30,000 units annually. The firm has historically used 80,000 direct labor hours and 10,000 hours of machine time per year to build Model A. Also, 150,000 annual direct labor hours have been allocated to Model B, along with 60,000 hours of annual machine time. What is the CPOPF planning factor for direct labor for Model A?
A)0.25
B)4.00
C)4.50
D)5.00
E)4.60
Q2) CPOPF is the acronym for Capacity Planning (using)Overall Promising Factors. A)True B)False
Q3) In an MPS record, MPS shipments arrive at the beginning of the time period. A)True B)False
Q4) In the current period, Available-to-Promise adds ________________________ to the formula used for future periods.
Page 22
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