Hotel and Resort Marketing Final Exam Questions
Course Introduction
Hotel and Resort Marketing explores the principles, strategies, and practices essential to effectively promote hospitality properties in a competitive global marketplace. The course covers topics such as market segmentation, consumer behavior, branding, digital marketing, sales techniques, revenue management, and distribution channels specific to hotels and resorts. Students will analyze current trends, develop marketing plans, and examine case studies to understand how innovative promotional tactics and targeted communication can drive occupancy, increase guest loyalty, and maximize profitability in this dynamic segment of the tourism 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) What were the major impacts on operations management that resulted from the widespread use of computers in the 1970s?
Answer: using quantitative models on a larger scale; development of material requirements planning; and data processing was made easier, with advances in forecasting, scheduling, and inventory management
Q2) All business functions need ______________from operations management while operations managers are highly dependent on______ from _____ _______ to perform their jobs.
Answer: Information, input, all others
Q3) In what company were the Hawthorne Studies conducted?
A)Westinghouse
B)General Electric
C)Hawthorne Incorporated
D)General Motors
E)Western Electric
Answer: E
Q4) Why is today's Operations Management environment described as very different from what it was just a few years ago?
Answer: Customers demand better quality, greater speed, and lower costs.
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Chapter 2: Operations Strategy and Competitiveness
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Sample Questions
Q1) If a company's inputs for producing a certain product increase by 50% and the output increases by 90%, what is the percentage productivity increase for that product?
Answer: 26.7%
Q2) Estimating productivity requires measurements of ________________________ and ________________________.
Answer: results and effort; output and input, etc.
Q3) Suppose that a plant has a total productivity measure of 0.85. What can we conclude?
A)the plant is not earning profits
B)nothing
C)the plant should lay off workers
D)the plant is highly automated
E)the daily productivity is excellent
Answer: A
Q4) What is management guru Tom Peters' famous quote regarding outsourcing? What is his main point?
Answer: "Do what you do best and outsource the rest." The point is to outsource non-core activities so that the firm can focus on its core competencies.
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4
Chapter 3: Product Design and Process Selection
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Sample Questions
Q1) The make-to-stock product and service strategy has the shortest delivery lead time among the possible strategies, but the customer has no involvement in product design.
A)True
B)False
Answer: True
Q2) Vertical integration is a good strategic option for a manufacturing company when
A)it needs several different parts and subassemblies
B)it makes many different products
C)its facilities are obsolete
D)it uses distributed processing
E)it needs one input material in large volumes
Answer: E
Q3) To remain competitive, companies must be innovative and bring out new products regularly.
A)True
B)False
Answer: True
Q4) How efficient was a process whose Standard output = 27 while Actual output = 24?
Answer: Efficiency = Actual output / Standard output = 24 / 27 0.889.
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Chapter 4: E-Commerce and Supply Chain Management
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Sample Questions
Q1) Location managers are typically responsible for managing the movement of products between locations.
A)True
B)False
Q2) A constant concern within purchasing departments is the issue of ethics in managing _______________.
A)customers
B)web sites
C)inventory
D)suppliers
E)entry-level employees
Q3) Name three kinds of B2B e-commerce: ______________________,
Q4) Which of the following is a "buyer-side," typically industry-specific solution?
A)automated order entry systems
B)electronic data interchange
C)electronic storefronts
D)net marketplaces
E)advertising revenue model
Q5) What are the two major advantages or crossdocking?
Page 6
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Chapter 5: Total Quality Management
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Sample Questions
Q1) A useful tool for translating customers' everyday language into specific technical requirements is Quality Function Deployment.
A)True
B)False
Q2) TQM is reactive, designed to build quality into the product and process design.
A)True
B)False
Q3) Pareto analysis is a technique used to identify quality problems based on their degree of importance.
A)True
B)False
Q4) ISO 14000 is for evaluating
A)Automotive suppliers
B)Minority suppliers
C)Raw materials
D)A company's environmental responsibility
E)Service suppliers
Q5) Histograms report the ________________________ of a variable's observed values.
Q6) The old concept of quality involved ________________________
Q7) Name six common definitions of quality in manufacturing.
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Chapter 6: Statistical Quality Control
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Sample Questions
Q1) Inspectors want to develop process control charts to measure the weight of crates of wood. Data (in pounds)from three samples are:
Sample Crate 1 Crate 2 Crate 3 Crate 4
1 18 38 22 26
2 26 30 28 20
3 26 26 26 26
(a)What is the upper control limit for the R chart?
(b)What is the lower control limit for the R chart?
(c)What is the upper control limit for the x-bar chart?
(d)What is the lower control limit for the x-bar chart?
(e)Is the process in a state of control? If not, why not?
Q2) What is the formula for the basic capability index?
Q3) What is the term for the probability that a value falling outside the control limits is still due to normal variation?
A)Type I error
B)Type II error
C)Normalization anomaly
D)Beta risk
E)Standard deviation irregularity
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Page 8
Chapter 7: Just-In-Time and Lean Systems
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Sample Questions
Q1) Consider a workstation that can process 1200 units per hour. It takes 1.5 hours to receive an order from the previous station. The container size is 40 units. The factory sets safety stock at 20 percent of demand during lead time. How many kanbans are needed for the workstation?
Q2) Bottom-round management includes consensus management by committees or teams.
A)True
B)False
Q3) What does a company need to successfully implement JIT?
Q4) Just-in-time organizations rely on employees to
A)Do what their boss tells them to do
B)Dress differently every day
C)Work together
D)File grievances
E)Be adversarial toward management
Q5) 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?
Q6) What are the three major elements of JIT?
Q7) Describe how JIT affects the Accounting department.
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Chapter 8: Forecasting
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Sample Questions
Q1) An observation's residual error is the ________________________ distance between itself and the linear regression line.
Q2) A cycle is typically the most difficult data pattern to predict.
A)True
B)False
Q3) Hoops, Inc. produces videos on the art of shooting in basketball. The firm has experienced the following demand for the first 6 months of the year.
Month Demand
Jan. 4,000
Feb. 6,000
Mar. 10,000
Apr. 2,000
May 20,000
June 30,000
What is the forecast for July using a 5-month simple moving average forecast?
Q4) Developing a single forecast from several methods is called _________________.
Q5) The number of future periods forecast is called the ____________________.
Q6) Describe a data pattern with seasonality.
Q7) What are the two categories of quantitative models?
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Chapter 9: Capacity Planning and Facility Location
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Sample Questions
Q1) Input measures of capacity work better when a company produces _____________________.
A)discrete items
B)a single product
C)liquids
D)many different products
E)off-the-shelf items
Q2) Two types of information needed when measuring capacity is the amount of available capacity and the effectiveness of capacity use.
A)True
B)False
Q3) An example of an input measure of capacity is _____________________.
A)floor space in square feet
B)number of patients per month
C)number of pizzas per day
D)revenues per day
E)number of cars per shift
Q4) Focused factories are a factor which contributes to the success of JIT.
A)True
B)False
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Chapter 10: Facility Layout
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Sample Questions
Q1) If a process has a "faster" cycle time, then its cycle time has decreased.
A)True
B)False
Q2) Which of the following is true?
A)A line with a lower cycle time has greater output than one with a higher cycle time.
B)A line with a higher cycle time has greater output than one with a lower cycle time.
C)Cycle time is unrelated to output rate.
D)A line must be arranged such that capacity grows with each successive station.
E)Cycle time cannot be greater than the task time of the bottleneck.
Q3) What are the four basic layout types?
Q4) Group technology creates groupings of products primarily based on what?
A)product cost
B)raw materials requirements
C)similar processing requirements
D)operating characteristics
E)market segmentation
Q5) The _____________ distance between two locations on north-south and east-west axes is used in the _____________ model.
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Chapter 11: Work System Design
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Sample Questions
Q1) What is the approach that moves the work to the worker rather than the worker to the workplace?
A)teleworking
B)virtual office
C)office at home
D)office on the move
E)the alternative workplace
Q2) Which of the following is not a commonly used process for setting standard times?
A)elapsed times
B)time study
C)elemental time data
D)predetermined time data
E)work sampling
Q3) Typically the job chosen for the time study will be ___________________.
A)a routine job that is labor intensive
B)a simple job performed by many different people
C)done primarily by machine
D)done only occasionally
E)insignificant
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Chapter 12: Independent Demand Inventory Management
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Sample Questions
Q1) Consider a periodic review inventory system with a lead time of two weeks and a review period of seven weeks. If the standard deviation of weekly demand is 200 and the desired cycle-service level is 86%, what should the safety stock equal?
A)305
B)516
C)600
D)648
E)1944
Q2) A (an)_________________ inventory record provides an up-to-date inventory balance by recording all inventory transactions as they happen.
A)infinite
B)everlasting
C)constant
D)permanent
E)perpetual
Q3) What is the basic EOQ for a product whose annual demand is 48000 with setup cost $15 and holding cost $5?
Q4) 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) The financial plan indicates the sources and uses of funds, expected cash flows, anticipated profits and projected budgets.
A)True
B)False
Q2) 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
Q3) When a company's product is nontangible (a service), which of the following is no longer a viable option?
A)hiring permanent employees
B)subcontracting
C)inventory
D)working overtime
E)increasing normal capacity
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Page 15
Chapter 14: Resource Planning
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Sample Questions
Q1) What are some technological motivations for implementing ERP systems?
Q2) _________________ uses planned order releases from the MRP, which considers beginning inventory.
Q3) The ____________ is (are)checked for the materials on hand and those that need to be procured.
A)master production schedule
B)bill of material
C)inventory records
D)material inventories
E)promised deliveries
Q4) For capacity requirements planning, loads for critical work centers are calculated based on ___________.
A)open external supplier orders and planned external supplier orders
B)gross requirements for the end product
C)open shop orders and planned shop orders
D)safety stock
E)the sum of ordering and carrying costs
Q5) Computer programs that are designed to improve supply chain decision making are called __________________ software.
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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) Schedules should be established by considering all constraints simultaneously.
A)True
B)False
Q3) What does the term "floating employees" refer to?
Q4) Makespan has a link to customer due dates.
A)True
B)False
Q5) Eli Goldratt's bottleneck scheduling system is called _____________.
Q6) What does average number of jobs in the system measure?
A)WIP inventory
B)due-date performance
C)makespan
D)job tardiness
E)job lateness
Page 17
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Chapter 16: Project Management
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Sample Questions
Q1) Which phase in the project life cycle involves carrying out the activities that make up the project?
A)conception
B)feasibility analysis or study
C)planning
D)execution
E)termination
Q2) Which of the following is not a step involved in using network planning techniques?
A)define deliverables
B)describe the project
C)diagram the network
D)monitor the project's progression
E)estimate the project's completion time
Q3) In crashing a project you first consider _______________ activities on the _______.
Q4) Critical path shows the _______________ completion time for the project.
Q5) What are the characteristics of the critical chain approach?
Q6) Name and describe the three ways to waste safety time in the critical chain approach.
Page 18
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Chapter 16: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) Data tables perform _____________ what-if ___________ quickly and easily.
Q2) You can edit Excel formulas by either double-click the cell, or _________________
Q3) In the Excel MATCH function, which "Match_type" forces the MATCH function to look for an exact match of Lookup_value in Lookup_array?
A)10
B) 0
C)-1
D)1
E)E
Q4) What are the six steps to developing an effective spreadsheet model?
Q5) A scenario is a specific set of conditions that helps identify the inputs that cause the most change in the outputs.
A)True
B)False
Q6) What are the two main reasons why one should break up larger calculations into smaller ones in spreadsheet modeling?
Q7) A _________________ is a picture or diagram identifying controllable and uncontrollable inputs and outputs.
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Chapter 17: Spreadsheet Modeling: an Introduction
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Q1) One step in solving optimization problems is to write a problem _______________ in words.
Q2) In Linear Programming models, what do you want to do with the objective?
A)upsize or downsize
B)rightsize or wrongsize
C)maximize or minimize
D)memorize
E)popularize
Q3) Capital Co. is considering five different projects. Define X<sub>i</sub> as a binary (0-1)variable that equals 1 if project i is undertaken and 0 otherwise, for i = 1,2,3,4,5. Which of the following represents the constraint(s)stating that projects 2, 3, and 4 cannot all be undertaken simultaneously?
A)X<sub>2</sub> + X<sub>3</sub> + X<sub>4</sub> 3
B)X<sub>1</sub> + X<sub>2</sub> + X<sub>3</sub> + X<sub>4</sub> + X<sub>5</sub> 3
C)X<sub>2</sub> + X<sub>3</sub> + X<sub>4</sub> 1
D)X<sub>2</sub> + X<sub>3</sub> + X<sub>4</sub> 2
E)X<sub>2</sub> + X<sub>3</sub> 1 and X<sub>3</sub> + X<sub>4</sub> 1
Q4) Solver's Changing Cells corresponds to the ________ in the algebraic model.
Q5) In Solver, the __________ is the cell that you want to maximize or minimize.
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Chapter 18: Waiting Line Models
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Sample Questions
Q1) Which of the following waiting line systems best describes a men's clothing store, where one of the sales clerks first assists the customer in selecting the material and style and then one of the tailors measures the customer to ensure a custom-fitted suit?
A)single-server, single-phase
B)multi-server, multi-phase
C)multi-server, single-line, single-phase
D)multi-server, multi-line, single-phase
E)single-server, multi-phase
Q2) A multiple-line service system provides an incentive for jockeying behavior.
A)True B)False
Q3) What are the two elements that define a waiting line system?
Q4) Large-scale waiting line systems discrete-event simulation is run to _____ the behavior of the system.
Q5) Visitors to a major amusement park would be considered a finite customer population.
A)True B)False
Q6) 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) Which of the following is not a direct input into the MRP system?
A)MPS
B)aggregate plan
C)inventory records
D)bill of material data
E)None of these answer choices are correct
Q2) Consider the following partial ATP MPS record. Beginning inventory is 40 units. The firm uses a fixed order quantity of 70 units. What is the projected available amount in period 2?
Period: 1 2 3 4 5
Forecast: 50 5 40 25 50
Customer Orders: 40 10 20 0 5
Projected Available:
Available-to-promise:
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