Hotel and Resort Marketing Exam Preparation Guide
Course Introduction
Hotel and Resort Marketing explores the unique strategies and principles applied to promote hospitality properties in a competitive global market. Students will examine market segmentation, branding, digital and traditional advertising, revenue management, and guest experience design tailored specifically to hotels and resorts. The course also addresses the impact of technology, sustainability practices, and social media on consumer behavior and decision-making in the hospitality industry. Through real-world case studies and current industry examples, students gain hands-on knowledge in developing and implementing effective marketing campaigns designed to attract and retain guests in various hospitality settings.
Recommended Textbook
hospitality marketing management 5th edition by robert d. reid
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Chapter 1: Introduction to Operations Management
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Q1) What is a concept that takes a total system approach to creating efficient operations?
A)lean systems
B)enterprise resource planning
C)customer relationship management
D)management science
E)management information systems
Answer: A
Q2) Increasing the level of responsibility of a job by adding planning and coordination tasks is ___________.
A)job enlargement
B)job rotation
C)job involvement
D)job enrichment
E)job backward integration
Answer: D
Q3) Outsourcing is providing goods or services to an outside provider.
A)True
B)False
Answer: False
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Chapter 2: Operations Strategy and Competitiveness
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Sample Questions
Q1) 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
Q2) On Tuesday George produced 100 units in 8 hours. On Wednesday he produced 120 units in 10 hours. What was his percent productivity change?
A)-0.50%
B)-4.17%
C) 4.17%
D)-4.00%
E) 4.00%
Answer: D
Q3) Output/(all inputs used)is called total productivity.
A)True
B)False
Answer: True
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Chapter 3: Product Design and Process Selection
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Sample Questions
Q1) In product screening, issues such as, "What is the market size?" and "What is the long term-product potential?" are addressed by:
A)marketing
B)finance
C)engineering
D)operations
E)accounting
Answer: A
Q2) Name an operational consideration that a firm must take into consideration when designing a new product
Answer: Type of processes already used in the company,
Q3) What is the break-even volume given a fixed cost of $100,000, a variable cost per unit of $30, and a selling price of $35?
Answer: 20,000 units (Q<sub>BE</sub> = F/(SP - VC)= $100,000/($35 - $30)= 20,000)
Q4) Name a company that hurt its business success by changing its Operations Type.
Answer: Babcock & Wilcox is one example.
Q5) 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) What is an extension of an intranet to include suppliers and customers called?
A)supply chain net
B)supernet
C)supranet
D)extranet
E)intranet++
Q2) Due to globalization, which of the following are not some commonly shared ocean shipping logistical characteristics?
A)goods arrive in larger quantities
B)greater break-bulk activity is required
C)crossdocking is required
D)typically have higher inventories
E)longer port times occur
Q3) Which of the following is not considered to be a benefit of EDI?
A)Increased human interaction
B)Reduced paperwork
C)Improved data accuracy
D)Improved tracking capability
E)Reduced clerical costs
Q4) Compare the access differences among the Internet, an intranet, and an extranet.
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Chapter 5: Total Quality Management
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Sample Questions
Q1) What was the first US company to receive the Deming Prize?
A)IBM
B)Microsoft
C)Wal-Mart
D)AT&T
E)Florida Power & Light
Q2) Which of the following specifically relates to Service Organization dimensions of quality?
A)conformance to specifications
B)atmosphere
C)durability
D)features
E)serviceability
Q3) A useful tool for translating customers' everyday language into specific technical requirements is Quality Function Deployment.
A)True
B)False
Q4) What are four dimensions of service quality?
Q5) Redundant components are often used when product failure
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Chapter 6: Statistical Quality Control
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Sample Questions
Q1) Product specifications are preset, whereas control limits are computed after observing data.
A)True
B)False
Q2) Define control limits.
Q3) Describe how finance is associated with SQC.
Q4) What is the formula for the sample standard deviation of a variable measured as a fraction or probability?
Q5) In six-sigma programs, individuals are given __________________ titles that reflect their skills in the six-sigma process.
A)Olympic medal
B)academic
C)martial arts
D)medieval jousting
E)boxing
Q6) The computed AOQ provides a sense of the ______________ of the product
Q7) The weight of a bag of sugar is an example of a variable.
A)True
B)False
Q8) What is the formula for the basic capability index?
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Chapter 7: Just-In-Time and Lean Systems
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Q1) Consider a workstation that can process 4000 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?
A)16
B)3600
C)50
D)10
E)60
Q2) By focusing on __________ processes, JIT is able to achieve high-volume production of high-quality, low-cost products.
A)downstream
B)upstream
C)change-over
D)gateway
E)value-added
Q3) What JIT concepts are applicable to service organizations?
Q4) The manufacturing process in JIT starts with the final assembly schedule.
A)True
B)False
Page 9
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Chapter 8: Forecasting
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Sample Questions
Q1) What is one of the simplest ways to combine forecasts?
Q2) Which forecasting method assumes that next period's forecast is equal to this period's actual value?
A)Simple mean
B)Ignorant
C)Basic
D)Naïve
E)Nescient
Q3) Forecasting is not a function which contributes to:
A)deciding which business market to pursue
B)deciding which product to produce
C)deciding how bonuses should be allocated
D)deciding how much inventory to carry
E)deciding how many people to hire
Q4) Which of the following is a causal forecasting method?
A)Naïve
B)Moving average
C)Weighted moving average
D)Trend adjusted exponential smoothing
E)Linear regression
10
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Chapter 9: Capacity Planning and Facility Location
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Sample Questions
Q1) Two sizes are being considered for a new facility, medium and large. Discuss best operating level in this context.
Q2) Locating close to customers is least important for ______________________.
A)bakeries
B)movie theaters
C)flower shops
D)diamond mines
E)gas stations
Q3) Issues that need to be considered in location globally include all of the following except ______________.
A)different cultures
B)FEC accounting requirements
C)language barriers
D)different laws
E)different business practices
Q4) An area that has further encouraged globalization is the growth of __________.
Q5) Focused factories are a factor which contributes to the success of JIT.
A)True
B)False
Q6) What conditions make effective capacity differ from design capacity?
Page 11
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Chapter 10: Facility Layout
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Sample Questions
Q1) While traditional walls and doors provide privacy, they reduce _____________ and opportunities for ______________.
Q2) The cycle time of a production line is based on the workstation with the highest potential output rate.
A)True
B)False
Q3) Maxine's cookie factory bottleneck is the oven. It takes 45 seconds to cook a batch of 144 cookies. What is the maximum number of cookies that Maxine can produce every hour?
Q4) 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)Less skilled workers can be used.
D)Space requirements for inventory storage are higher.
E)Scheduling resources is less challenging.
Q5) What are the three steps in designing process layouts?
Q6) A single-model line is __________ to produce only __________ version of a product.
Q7) Discuss why facility layout is important to a supply chain
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Chapter 11: Work System Design
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Sample Questions
Q1) For the step in a time study that involves breaking the job down into easily recognizable elements, each of these elements should ________________.
A)overlap
B)not be stand-alone
C)not involve the worker
D)have clear starting and ending points
E)be semi-continuous
Q2) Economic feasibility is the degree to which the job adds value and the cost of performing the job done are profitable for the company.
A)True
B)False
Q3) What are the steps in methods analysis?
Q4) What are the steps involved in doing a time study?
Q5) Predetermined time data is a published database of elemental time data used for establishing standard times.
A)True
B)False
Q6) Studying the time it takes to do a job is called __________________.
Q7) What does OSHA stand for and when was it enacted?
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Chapter 12: Independent Demand Inventory Management
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Sample Questions
Q1) What are the two major decisions to be made when using the periodic review system?
A)the time between orders and the target inventory level
B)the time between orders and the on-hand inventory
C)the target inventory level and the on-hand inventory
D)the time between orders and the order quantity
E)the target inventory level and the order quantity
Q2) The reorder point is used in determining the order quantity in the periodic review system.
A)True
B)False
Q3) Which of the following is an assumption of the basic EOQ model?
A)Lead time is unknown.
B)Demand may be seasonal.
C)Orders arrive at once (in one lot).
D)Quantity discounts are considered.
E)Lost sales are allowed, but not back orders.
Q4) When a company experiences a stockout, what are the two possibilities?
Q5) What is ABC Widget Company's inventory turns if it sells goods whose cost is $7,350,000 and its average inventory is $1,225,000?
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Chapter 13: Aggregate Planning
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Sample Questions
Q1) The Marketing Plan identifies all but which of the following:
A)targeted market segments
B)necessary market share
C)quality
D)flexibility
E)resources
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) When you are considering different production planning approaches, the magnitude of change:
A)is not important from an aggregate planning perspective.
B)larger changes need more dramatic measures.
C)drives the point of departure.
D)reduces the point of departure.
E)modifies the duration of change.
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Chapter 14: Resource Planning
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Sample Questions
Q1) An item that has no parents is a(n)______________.
A)subassembly
B)end item
C)child item
D)intermediate assemble
E)component
Q2) A(n)__________ sets up and runs ERP systems.
Q3) Under the lot for lot rule, order sizes are essentially determined directly from gross requirements.
A)True
B)False
Q4) Second generation ERP systems addressed the first generation deficiency of:
A)inadequate statistics
B)interdepartmental communications
C)integrated modules
D)continuous planning capabilities
E)forecasting capabilities
Q5) Supply chain intelligence enables ______________ along the supply chain.
Q6) What transactions can cause information in the inventory records file to change?
Q7) What are the characteristics of indented bills of materials?
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Chapter 15: Scheduling
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Sample Questions
Q1) The formula (due date - remaining processing time)/(number of remaining operations measures the ___________________.
Q2) Scheduling in the high-volume environment is typically done through what?
A)priority rules
B)line design and balancing
C)Thompson's rule
D)Simpson's rule
E)Johnson's rule
Q3) According to the text, a system's input is determined by three kinds of constraints: internal resource constraint, market constraint, and policy constraint.
A)True
B)False
Q4) Which of the following scheduling rules is often considered the fairest rule?
A)first come, first served
B)last come, first served
C)earliest due date
D)shortest processing time
E)longest processing time
Q5) Load and progress charts are examples of _____________________.
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Chapter 16: Project Management
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Sample Questions
Q1) Two type of network diagramming notation include:
A)AON and AOA
B)AON and Node
C)AON and NOA
D)Node and AOA
E)Node and Arrow
Q2) In making a backward pass through a network, activity L has an activity time of 4 and immediately precedes activities M, P, and T. The late start times for activities M, P, and T are 22, 17, and 27, respectively. The late finish times for activities M, P, and T are 29, 27, and 33, respectively. What is the late start time for activity L?
A)13
B)17
C)22
D)33
E)37
Q3) In network diagramming, dashed lines represent precedence relationships.
A)True
B)False
Q4) PERT stands for ___________________.
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Chapter 16: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) Excel's INDEX function requires the user to use all three arguments for a valid response.
A)True
B)False
Q2) Formulas are entered into Excel by first typing which key?
A)^
B)&
C)#
D)!
E)=
Q3) You can insert __________________ for a cell to add explanatory information about a calculation or assumption that does not have to be in the model itself.
A)Cell Explanations
B)Cell Descriptions
C)Cell Comments
D)Cell Information
E)Cell Documentation
Q4) What are the three types of charts available in Excel to illustrate model results?
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Chapter 17: Spreadsheet Modeling: an Introduction
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Sample Questions
Q1) Large-scale optimization software can handle how many decision variables and constraints?
A)dozens
B)hundreds
C)thousands
D)millions
E)all of these answer choices are correct
Q2) Describe what steps one should use if the Solver Results box says, "The conditions for Assume Linear Model are not satisfied"?
Q3) In Linear Programming, users have control over quantities called parameters.
A)True
B)False
Q4) Describe guidelines for spreadsheet model development.
Q5) If all constraints are not fully consumed, the final result is not an optimal solution.
A)True
B)False
Q6) George Dantzig developed the Simplex Method in 1947. A)True
B)False
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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 50 per hour, and the average (exponentially distributed)service time is 45 seconds per customer. What is the average time spent in the system (in minutes)?
Q2) Which of the following is not an assumption of the waiting line models presented in the textbook?
A)balking is allowed
B)reneging is not allowed
C)jockeying is not allowed
D)customer arrival rate is described by a Poisson distribution
E)service times are described by an exponential distribution
Q3) Which of the following is not considered to be an element of a waiting line system?
A)the customer population source
B)the service system
C)the average number of customers waiting in line
D)the arrival and service patterns
E)the priorities used for controlling the line
Q4) What are two ways to improve server efficiency?
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Chapter 19: Master Scheduling and Rough-Cut Capacity Planning
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Sample Questions
Q1) The available-to-promise row in an extended MPS record shows how many committed units the company has available for delivery at a given time.
A)True
B)False
Q2) Which of the following is not a correctly stated step of the CPOPF method?
A)Determine the appropriate planning factors using forecasted demand data.
B)Multiply the MPS quantities by the appropriate planning factor.
C)Sum capacity requirements for each resource by time period.
D)Allocate capacity requirements to individual work centers based on historical percentages.
E)Evaluate the workload at each resource to validate MPS feasibility.
Q3) In the current period, Available-to-Promise adds ________________________ to the formula used for future periods.
Q4) Discuss the Master scheduler responsibility.
Q5) Changes to the MPS that are requested inside of the demand time fence must be approved by a higher authority.
A)True
B)False
Q6) Describe what CPOPF is.
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