Hospitality Marketing
Mock Exam
Course Introduction
Hospitality Marketing explores the fundamental concepts and strategies used to promote services within the hospitality industry, including hotels, restaurants, resorts, and tourism enterprises. The course covers topics such as market segmentation, target marketing, consumer behavior, branding, and digital marketing, as well as the development of effective promotional campaigns tailored to hospitality clientele. Students will analyze case studies and engage in practical assignments to apply marketing principles in real-world hospitality settings, developing skills necessary to attract, retain, and satisfy guests in a highly competitive and dynamic market.
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 is the basic approach for business process reengineering and what are its major impacts?
Answer: It involves asking why things are done in a certain way, questioning assumptions, and then redesigning the processes. It can increase efficiency, improve quality, and reduce costs.
Q2) 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
Q3) Outsourcing is providing goods or services to an outside provider.
A)True
B)False
Answer: False
Q4) What are the two key features of scientific management?
Answer: First, it is assumed that workers are motivated only by money and are limited only by their physical ability. Second, management should perform "planning" separately from the workers who perform the "doing."
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Chapter 2: Operations Strategy and Competitiveness
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Sample Questions
Q1) Quality control approaches are part of the production process infrastructure.
A)True
B)False
Answer: True
Q2) A machine shop produces hangers on two different machines. Machine 1 can produce a hanger every 15 minutes. Machine 2 can produce a hanger every 10 minutes. What is the average productivity per machine?
Answer: 5 units/hour
Q3) Which of the following has used the Internet to conduct a fashion show in order to boost sales?
A)The Gap
B)Eddie Bauer
C)Fruit of the Loom
D)Victoria's Secret
E)Sears
Answer: D
Q4) __________ ________ is used to improve the process of creating goods and services.
Answer: Process technology
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Chapter 3: Product Design and Process Selection
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Sample Questions
Q1) Lands' End is a well-known benchmarking target because of its __________ .
A)catalog business
B)supply chain management
C)success at resolving complaints
D)labor relations
E)environmental policies
Answer: A
Q2) Company A has a great idea for a product. What is the first step for Company A?
A)do a break-even analysis
B)determine characteristics and features of the product
C)determine the process selection
D)determine characteristics and features of the product and determine the process selection
E)benchmark other similar company's products
Answer: D
Q3) 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.
Q4) 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) Simuelson Industries can produce its own motors for a $60,000 fixed monthly cost and a $50 variable cost per unit. Alternatively, Simuelson Industries can purchase the motors from an outside supplier for $50,000 per month and $58 per unit.
a)What is the indifference point?
b)What option should be chosen if monthly demand is 1200 units?
Q2) _________________ crossdocking is the receiving and consolidating of inbound supplies to support just-in-time manufacturing.
A)Warehouse
B)Manufacturing
C)Distributor
D)Transportation
E)Retail
Q3) 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
Q4) What are the two major advantages or crossdocking?
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Chapter 5: Total Quality Management
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Sample Questions
Q1) Costs of quality inspections, testing, test equipment, and labs are examples of __________ costs.
A)Internal failure
B)External failure
C)Appraisal
D)Prevention
E)Replacement
Q2) What must a company do to become ISO 9000 certified?
Q3) TQM philosophy focuses on seven basic concepts. What are they?
Q4) A control chart is a schematic diagram of the sequence of steps involved in an operation or process.
A)True
B)False
Q5) The design engineer in question #3 needs to improve the overall system reliability by adding another part in parallel to the unit calculated in question #3. The objective is to achieve an overall system reliability of 99.95%. What reliability must the parallel part have to meet this objective?
Q6) Redundant components are often used when product failure
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Chapter 6: Statistical Quality Control
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Sample Questions
Q1) According to the text, what percent of defects are consumers generally willing to accept?
A)1-2%
B)2-3%
C)3-4%
D)4-5%
E)5-6%
Q2) Product specifications are preset, whereas control limits are computed after observing data.
A)True
B)False
Q3) What process capability index (C<sub>p</sub>)value implies that the process "exceeds minimal capability?"
A)0
B)< 1
C)= 1
D)> 1
E)6 \(\sigma\)
Q4) What is a p-chart?
Q5) Define control limits.
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Chapter 7: Just-In-Time and Lean Systems
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Q1) The central belief of the JIT philosophy is elimination of waste)What are the other beliefs that help define this philosophy?
Q2) For the current month using JIT
A)The same amount of each product is produced in the same order each day
B)Production matches that of last month
C)Lot sizes are varied week-to-week
D)Production differs greatly from day to day
E)Production is primarily for next month's sales
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) In JIT the workforce is viewed as
A)another resource to be managed
B)another contractual obligation
C)a long-term asset
D)a short term asset
E)an asset that must be closely managed
Q5) Name three ways that quality at the source includes more than manufacturing.
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Chapter 8: Forecasting
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Sample Questions
Q1) The number of future periods forecast is called the ____________________.
Q2) What is a correlation coefficient?
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) A qualitative forecast is made subjectively by the forecaster.
A)True
B)False
Q5) Which of the following is not considered to be one of the four basic patterns of time series data?
A)Horizontal
B)Trend
C)Vertical
D)Seasonality
E)Cycle
Q6) Discuss why the degree of accuracy is important in selecting the right forecasting model.
Q7) Multiple regression is a(n)___________ of linear regression.
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Chapter 9: Capacity Planning and Facility Location
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Sample Questions
Q1) 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
Q2) 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
Q3) Two sizes are being considered for a new facility, medium and large. Discuss best operating level in this context.
Q4) Input measures of capacity work better when a company produces a single product.
A)True
B)False
Page 11
Q5) How are capacity planning and location analysis similar?
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Chapter 10: Facility Layout
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Sample
Questions
Q1) What are the two primary tools used to identify closeness measures during the layout design process?
A)REL chart and from-to matrix
B)MRP chart and from-to matrix
C)x-bar chart and from-to matrix
D)MRP chart and x-bar chart
E)x-bar chart and REL chart
Q2) As compared to a process layout, a product layout generally requires less skilled workers.
A)True
B)False
Q3) Which of the following may not be a result of a poor layout?
A)wasted time
B)wasted energy
C)confusion
D)poor communication
E)increased flow of information
Q4) A heuristic solution always provides the best possible answer.
A)True
B)False
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Chapter 11: Work System Design
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Sample Questions
Q1) A worker performed a particular task for the first time, and it took 10 minutes. If we assume a 90% learning curve, how long will it take the worker the fourth time she performs the task?
A)10.0 minutes
B)9.0 minutes
C)8.1 minutes
D)7.29 minutes
E)6.561 minutes
Q2) An increase in the desired confidence level will decrease the number of observations necessary in a time study.
A)True
B)False
Q3) Studying the time it takes to do a job is called __________________.
Q4) An advantage of using predetermined time data is that you can calculate standard times before the job begins.
A)True
B)False
Q5) What are the ways that standard times can help in planning and scheduling?
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) Which of the following statements is not true?
A)A two-bin system allows a firm to not have to keep perpetual inventory records.
B)Using perpetual inventory records results in different order quantities than using a two-bin system.
C)In a two-bin system, units in the second bin are not used until the first bin is empty.
D)In a two-bin system, the size of the second bin should equal the demand during replenishment lead time.
E)Perpetual inventory records are appropriate when using the EPQ model.
Q2) The inventory method that places a maximum order when the on-hand inventory falls below a predetermined minimum level is called the ____________.
Q3) Firms that "chase" demand by hiring more workers have less need for anticipation inventory.
A)True
B)False
Q4) Inventory management is a key component of effective supply chain performance.
A)True
B)False
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Chapter 13: Aggregate Planning
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Sample Questions
Q1) What are the capacity-based options in aggregate planning?
Q2) Shifting demand makes sense when the company has high fixed costs and low variable costs.
A)True
B)False
Q3) The purpose of the aggregate plan is to develop production rates and authorize resources that accommodate the engineering plan.
A)True
B)False
Q4) What are the characteristics of the marketing plan?
Q5) Subcontracting provides _____ output capacity during periods of ______.
Q6) The master production schedule is a(n)______ production schedule and is typically stated as _______ finished goods.
Q7) Once you implement a new aggregate plan you must then:
A)begin the planning process again.
B)evaluate the plan's performance in terms of cost.
C)evaluate the plan's performance in terms of customer service.
D)evaluate the plan's performance in terms of human resources.
E) evaluate the plan's performance in terms of cost and human resources.
Page 15
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Chapter 14: Resource Planning
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Sample Questions
Q1) Scheduled receipts are replenishment orders that have been placed but not yet received.
A)True
B)False
Q2) The lead time can be less than the cumulative lead time when the company has inventory on hand.
A)True
B)False
Q3) A visual depiction of the subassemblies and components that are needed to produce a finished product is called a(n)______________________.
A)assembly time chart
B)product structure tree
C)peg
D)product chart
E)blueprint
Q4) A ____________________ is the primary output of an MRP system.
Q5) Gross requirements for finished products are taken from the order entry file.
A)True
B)False
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Chapter 15: Scheduling
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Sample Questions
Q1) A well designed high-volume system will minimize _________ inventory and reduce _____________for the product or service.
A)work-in-process, throughput time
B)raw material, storage capacity
C)finished, throughput time
D)work-in-process, storage capacity
E)finished, transportation cost
Q2) Define what slack is.
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) Service organizations use different techniques such as _____________, ___________, and ____________ for effective use of service capacity.
Q5) Discuss how companies can benefit from both infinite and finite loading.
Q6) The greater the number of jobs in the system, the longer the queues and subsequently the longer the ____________.
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Chapter 16: Project Management
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Sample Questions
Q1) The process of calculating LS and LF _____________________________.
A)requires only a forward pass through the network
B)requires only a backward pass through the network
C)requires both a forward and backward pass through the network
D)cannot be accomplished until slack is first determined
E)is sufficient for calculating the critical path
Q2) When we are unsure about the duration of project activities, we use probabilistic time estimates.
A)True
B)False
Q3) The sum of the activity times on the critical path determines _____________________.
A)total slack available
B)total labor time required for the project
C)minimum time to complete the project
D)the number of milestones
E)amounting of crashing that needs to be done
Q4) For the project in question #7 what is the Z factor probability that the project will be complete on the 79<sup>th</sup> day?
Q5) What are the steps involved in using network planning techniques?
Page 18
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Chapter 16: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) In Excel, ___________________ references are indicated by a dollar sign character preceding the column and the row reference.
A)absolute
B)comparative
C)analogous
D)relative
E)correlative
Q2) One reason for intermediate spreadsheet calculations is management is often interested in more detail than the final results.
A)True
B)False
Q3) The MATCH function in Excel returns the value from the range in the position specified.
A)True
B)False
Q4) What are the five guidelines for good spreadsheet documentation?
Q5) Describe the difference between the MAX and MIN Excel functions.
Q6) Data tables perform _____________ what-if ___________ quickly and easily.
Q7) Describe the difference between an XY graph and a Line graph.
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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 algebraic formulation of an optimization problem must state what three things?
A)decision variables, random variables, and parameters
B)decision variables, random variables, and constraints
C)decision variables, random variables, and objective function
D)random variables, parameters, and objective function
E)decision variables, objective function, and constraints
Q3) Describe guidelines for spreadsheet model development.
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Chapter 18: Waiting Line Models
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Sample Questions
Q1) 5<sup>0</sup> = ________?
A)5
B)0
C)undefined
D)1
E)1/5
Q2) Describe the relative benefits of using a single-line system vs. a multi-line system.
Q3) Waiting line models typically assume that customer arrival rates are represented by the Gaussian distribution.
A)True
B)False
Q4) The two elements that define a waiting line system are (1)the population source of its customers and (2)the process or service system itself.
A)True
B)False
Q5) Customers often link long waits to ______ service.
Q6) In a single-line, multi-server, single phase model, customers form a ________ line.
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Chapter 19: Master Scheduling and Rough-Cut Capacity Planning
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Sample Questions
Q1) A primary objective of the master production schedule is to achieve the desired customer service level.
A)True B)False
Q2) In an MPS record, MPS shipments arrive at the beginning of the time period.
A)True
B)False
Q3) Changes to the MPS that are requested inside of the demand time fence must be approved by a higher authority.
A)True
B)False
Q4) The master production schedule is a statement of upcoming demand.
A)True B)False
Q5) Beginning Inventory + MPS Shipment - maximum of (forecast and customer orders)is called ________________________.
Q6) In future periods, MPS Shipments - Customer orders between current and next scheduled MPS shipment is called ________________________.
Q7) Discuss how the MPS is evaluated in terms of cost.
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