Hotel and Resort Marketing Exam Review
Course Introduction
Hotel and Resort Marketing explores the unique strategies and techniques used to successfully promote hospitality businesses in a highly competitive global marketplace. This course examines market segmentation, branding, digital marketing, distribution channels, and customer relationship management specifically tailored for hotels and resorts. Students will analyze case studies, develop marketing plans, and investigate the role of evolving technology and sustainability in attracting and retaining guests. Through practical exercises and industry insights, the course prepares students to create targeted marketing campaigns that drive occupancy, revenue, and guest loyalty.
Recommended Textbook hospitality marketing management 5th edition by robert d. reid
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20 Chapters
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Page 2
Chapter 1: Introduction to Operations Management
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132 Verified Questions
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Sample Questions
Q1) An example of a "back room" operation for an airline company is loading luggage onto the airplane.
A)True
B)False
Answer: True
Q2) While Operations Management focuses on privately?owned firms, governments provide many services and some goods, like:
Answer: postal service; family, social, and aged assistance and care, health care, transportation, safety and security, transportation facility maintenance, education and libraries, real estate title and ownership recording, professional licensing, skill testing, recreation and related licensing (fishing and hunting), historic preservation.
Q3) The Industrial Revolution started in the 1770s with the development of a number of inventions that relied on machine power instead of human power.
A)True
B)False
Answer: True
Q4) What are environmental issues faced by business?
Answer: air pollution, water pollution, global warming, and waste disposal
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Chapter 2: Operations Strategy and Competitiveness
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Sample Questions
Q1) Yesterday, John produced 100 units in 8 hours. Today he produced the same amount in 6 hours. What is his percent productivity change?
A) 33.33%
B) 0.00%
C) 25.55%
D)-25.00%
E) 4.67%
Answer: A
Q2) A bakery bakes bread in two different ovens. Oven 1 can bake a loaf every 30 minutes. Oven 2 can bake a loaf every 15 minutes. What is the average productivity per oven?
A)6.00 loaves/hour
B)3.00 loaves/hour
C)2.67 loaves/hour
D)1.33 loaves/hour
E)0.38 loaves/hour
Answer: B
Q3) For what entities can productivity be measured?
Answer: individuals, departments, organizations, industries, or even countries
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Chapter 3: Product Design and Process Selection
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Sample Questions
Q1) Firms that have areas that have little customer contact and others with high customer contact are classified as _________ services.
A)pure services
B)quasi-manufacturing
C)quasi-services
D)mixed services
E)manufacturing
Answer: D
Q2) Describe what process flow analysis is.
Answer: A technique used for evaluating a process in terms of the sequence of steps from inputs to outputs with the goal of improving its design.
Q3) Substituting technology for people has been argued to reduce what in the service delivery?
Answer: uncertainty of service delivery
Q4) Why is delivery time longer for make to order than assembly to order processes that deliver similar products?
Answer: Processing time is part of delivery time for a make to order process but not for an assemble to order process.
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Chapter 4: E-Commerce and Supply Chain Management
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139 Flashcards
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Sample Questions
Q1) What does the textbook define as the three most critical factors in successful partnering?
A)Impact, mission, vision
B)Impact, intimacy, vision
C)Contracting, mission, vision
D)Contracting, intimacy, mission
E)Contracting, impact, intimacy
Q2) The amount of outsourcing in industry is increasing.
A)True
B)False
Q3) What is the common term for a process of developing a long-term relationship with a supplier based on mutual trust, shared vision, shared information, and shared risks?
A)Marrying
B)Cohabitating
C)Sharing
D)Partnering
E)Diversifying
Q4) Taxation is a particularly challenging e-commerce problem because of
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Chapter 5: Total Quality Management
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Sample Questions
Q1) TQM is reactive, designed to build quality into the product and process design.
A)True
B)False
Q2) Who is famous for his "14 Points?"
A)Walter Shewhart
B)W. Edwards Deming
C)Joseph Juran
D)Armand Feigenbaum
E)Genichi Taguchi
Q3) The strength of the relationship between customer requirements and product characteristics is shown in the __________ matrix.
A)Trade-off
B)Product
C)Relationship
D)Strength
E)Inverse
Q4) Genichi Taguchi estimates that as much as 80 percent of all defective items are caused by poor product design.
A)True
B)False
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Chapter 6: Statistical Quality Control
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Sample Questions
Q1) Which of the following is not associated with descriptive statistics?
A)mean
B)standard deviation
C)range
D)proportion
E)measure of the distribution of data
Q2) What is a control chart that monitors changes in the dispersion or variability of a process?
A)x-bar chart
B)R-chart
C)p-chart
D)c-chart
E)OC chart
Q3) The center line of a control chart represents what?
A)Range
B)Standard deviation
C)Mean
D)Mean divided by standard deviation
E)Skewness
Q4) What is the formula for an x-bar chart's center line?
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Chapter 7: Just-In-Time and Lean Systems
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Sample Questions
Q1) External setups can be done while the machine is running.
A)True
B)False
Q2) 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?
Q3) In JIT a Kanban card is used to signal
A)The need for more parts
B)A supplier needs assistance
C)A worker is overloaded
D)A machine is ready for preventive maintenance
E)Management is inspecting operations
Q4) Traditional manufacturing operations are based on the assumption that
A)Overproduction is disastrous
B)Nice guys finish last
C)It is better to anticipate future requirements and plan for them
D)If you manufacture it, demand will increase
E)Inventory has no value
Q5) What is the difference between traditional and cell manufacturing?
Page 9
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Chapter 8: Forecasting
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Sample Questions
Q1) What is the mean absolute deviation of the following forecasts? Month Actual Sales Forecast
January68 60
February 48 50
March 50 60
April 30 30
A)-1
B) 5
C)20
D) 1
E)42
Q2) A qualitative forecast is made subjectively by the forecaster.
A)True
B)False
Q3) Which forecasting method seeks to develop a consensus among a group of experts?
A)Market research
B)Executive opinion
C)Delphi method
D)Naïve method
E)Gamma method
Page 10
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Chapter 9: Capacity Planning and Facility Location
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Sample Questions
Q1) The ratio of actual output rate to capacity is ____________________________.
A)effectiveness
B)cycle time
C)throughput
D)utilization
E)productivity
Q2) A firm must choose between remaining where it is, with current capacity, and building a new facility with 50% more capacity. The probability of high demand is estimated to be 75%. The current facility would provide $100,000 profit if there is high demand or $50,000 profit if there is low demand. The replacement facility would provide $160,000,000 profit if there is high demand but would only break even if there is low demand. What is the expected value of each option?
Q3) Large facilities can benefit from the concept of _____________________ by creating a plant within a plant (PWP).
A)just-in-time
B)focused factories
C)economies of scale
D)supply chain
E)hierarchical management
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Chapter 10: Facility Layout
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Sample Questions
Q1) A grocery store is most like which of the following layout types?
A)inverted
B)circular
C)process
D)fixed position
E)product
Q2) Which of the following is more like a product layout as compared to a process layout?
A)Resources used are general purpose.
B)Facilities are less capital intensive.
C)Processing rates are slower.
D)Space requirements for inventory storage are higher.
E)Scheduling resources is less challenging.
Q3) Which of the following statements is not true?
A)The bottleneck determines the lowest possible cycle time.
B)It might be possible to split a bottleneck task into two smaller non-bottleneck tasks.
C)A production process always has at least one bottleneck.
D)A bottleneck task is the longest task in a process.
E)A perfectly balanced line has no bottlenecks.
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Page 12
Chapter 11: Work System Design
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Sample Questions
Q1) Which of the following issues would best be handled by a special-purpose team?
A)A machine on the shop floor occasionally malfunctions.
B)Particular items in a warehouse are difficult to find.
C)A proposal has been made to switch from rail to truck for both transporting incoming parts and product distribution.
D)Customers are complaining that they get charged twice for their purchases.
E)Forklifts have difficulty moving material in the factory because there is too much congestion in the aisles.
Q2) What is a technique for estimating the proportion of time an employee or machine spends on different work activities?
A)predetermined time data
B)time elements
C)stopwatch time study
D)work sampling
E)simultaneous motion study
Q3) Studying the detailed process for doing a job is called ___________________.
Q4) Jobs that cost less than the value they add are said to be
Q5) What are the characteristics of self-managed teams?
Q6) What are the steps involved in work sampling?
Page 13
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Chapter 12: Independent Demand Inventory Management
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Sample Questions
Q1) In general, companies use periodic review systems for items that are expensive and/or critical to the company.
A)True
B)False
Q2) Which inventory function provides a cushion against unexpected supply shortage?
A)anticipation inventory
B)fluctuation inventory
C)lot-size inventory
D)transportation inventory
E)speculative inventory
Q3) Even if the company already owns the storage space and incurs no additional expense for storing the inventory, we still include the cost of that storage space as part of holding costs.
A)True
B)False
Q4) The inventory method that places a maximum order when the on-hand inventory falls below a predetermined minimum level is called the ____________.
Q5) What does WIP stand for?
Q6) What are the three major categories of holding costs?
Page 14
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Chapter 13: Aggregate Planning
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Sample Questions
Q1) Companies that use back orders are asking their customers to ___________________.
A) resubmit their orders
B)wait for delivery of the product
C)check back to see what their last order was
D)receive the product immediately and pay for it later
E)send back their last order
Q2) Develop a chase aggregate plan without inventory and back orders. Do no hiring or firing. When demand exceeds regular production, use overtime up to its maximum and then subcontracting. When demand is less than regular production, use undertime (data given above).
(a)What are the total hours of overtime per employee for the plan?
(b)How many total units are produced using subcontracting?
(c)What are the total hours of undertime per employee for the plan?
(d)What is the total cost?
(e)What is the cost per unit?
Q3) In proactive option demand-based aggregate planning, marketing tries to _____ the _____ pattern.
Q4) What are the disadvantages for hiring permanent employees?
Q5) What are the disadvantages for firing permanent employees?
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Chapter 14: Resource Planning
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Sample Questions
Q1) What information system enables companies to have the right material in the right amounts available at the right time?
A)manufacturing resources planning
B)multifunctional requirements planning
C)material requirements planning
D)material relationships planning
E)manufacturing requirements planning
Q2) In MRP, the starting points for each part and material needed to accomplish the master production schedule are the ___________________.
A)net requirements
B)gross requirements
C)planned releases
D)scheduled receipts
E)planned receipts
Q3) For any period the beginning inventory, plus any replenishment order due, less the gross requirement equals planned orders.
A)True
B)False
Q4) What is the primary objective of ERP?
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Chapter 15: Scheduling
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Sample Questions
Q1) What are the three kinds of constraints defined by TOC?
Q2) Which of the following is not a feature of flow operations?
A)a process layout
B)fixed routings
C)special-purpose equipment and tooling
D)high volume production
E)high levels of labor and equipment utilization
Q3) The backlog at a work center increases when the work center receives more work than it finishes.
A)True
B)False
Q4) What is throughput?
A)the quantity of finished goods that can be sold
B)the quantity of items moved at the same time from one resource to the next
C)the quantity of work-in-process inventory
D)the quantity produced at a resource before the resource is switched over to produce another product
E)the average flow time of the system
Q5) Eli Goldratt's approach to continuous improvement is called ____________.
Q6) Define Johnson's rule.
17
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Chapter 16: Project Management
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Sample Questions
Q1) Which phase in the project life cycle involves identifying the need for the project?
A)conception
B)feasibility analysis or study
C)planning
D)execution
E)termination
Q2) The termination phase in the project life cycle involves identifying the need for the project.
A)True
B)False
Q3) A feeding buffer protects a ______ path from delays in a __________.
A)shortest, buffer overflow
B)noncritical, critical path
C)critical, noncritical path
D)critical, longest variance
E)noncritical, longest variance
Q4) Planning a project is critical but _______________ is even more important.
Q5) CPM was initially developed to plan and _______________ maintenance projects in chemical plants.
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Chapter 16: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) In the custom footer box in Excel, what symbol precedes the set of brackets containing the commands "[File]," "[Tab]," "[Date]," or "[Time]?"
A)*
B)%
C)#
D)@
E)&
Q2) The MATCH function in Excel returns the relative position in the array that matches the lookup value.
A)True
B)False
Q3) In Excel, ___________________ references are indicated by the lack of a dollar sign character preceding either the column or the row reference.
A)absolute
B)comparative
C)analogous
D)relative
E)correlative
Q4) What is the advantage of using a Stacked Column chart?
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Chapter 17: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) The Answer Report Target Cell, Adjustable Cell, and Constraint sections all include:
A)base value, original value
B)original value, final value
C)base value, final value
D)original value, test value
E)bounded value, un-bounded value
Q2) In Solver, the __________ is the cell that you want to maximize or minimize.
Q3) One use of the Answer report is:
A)to develop the final answer.
B)to duplicate the output results in a new form.
C)as a debugging tool.
D)as a duplication tool.
E)as a results summary printout.
Q4) If all constraints are not fully consumed, the final result is not an optimal solution.
A)True
B)False
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) Customers typically consider a multiple-line service system to be fairer than a single-line service system.
A)True
B)False
Q2) For a single-server, single-line, single-phase waiting line system, where \(\lambda\) represents the mean arrival rate of customers and \(\mu\) represents the mean service rate, what is the formula for the average utilization of the system?
A)\(\lambda\) / \(\mu\)
B)\(\lambda\) / (\(\mu\)- \(\lambda\))
C)\(\lambda\)<sup>2</sup> / \(\mu\)(\(\mu\) - \(\lambda\))
D)1 / (\(\mu\) - \(\lambda\))
E)\(\lambda\) / \(\mu\) (\(\mu\) - \(\lambda\))
Q3) Which of the following is least likely to be considered a finite customer population?
A)subassemblies in a just-in-time manufacturing environment
B)fast food restaurant employees waiting to use the restroom
C)a class of 500 students who might visit their professor during office hours
D)planes waiting to take off at an airport
E)a class of 10 students who might visit their professor during office hours
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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) What data are added to create an extended MPS record that allows the firm to compute available-to-promise units?
A)time period (e.g. weeks)
B)forecast
C)customer orders
D)projected available
E)MPS
Q3) Describe what CPOPF is.
Q4) Discuss how the MPS is evaluated in terms of cost.
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