Managing Hotel Operations IIBM EXAM ANSWER SHEETS PROVIDED. MBA EMBA BMS DMS ANSWERS PROVIDED. DR. PRASANTH MBA PH.D.  This section consists of Multiple Choice and Short Note type Questions.  Answer all the questions.  Part one carries 1 mark each and Part two carries 5 marks each. 4. The real component of “TQM” is? Manager of guest services. 9. Bank card is the kind of? 1. Explain the special characteristics of hotel business? 2. Differentiate between the marketing to the individual and marketing to the group? 3. List the Information contained in reservation. 4. Explain the organizational structure of hotel management?  This section consists of Caselets.  Answer all the questions.  Each Caselet carries 20 marks. With the hotel, hospitality and tourism industry, the expectations are much more. 1. What does this mean for the business of our clients? The provision of accommodation is a highly competitive market.

1. Name one output of a hotel. 2. Why is the layout of facilities important in a hotel?  This section consists of Applied Theory Questions.  Answer all the questions.  Each question carries 10 marks. 1. Explain the advantages and disadvantages of hotel technology? 2. Discuss how the room rates impact on guest demand? 3. Explain the traditional hotel industry?  This section consists of Multiple Choice and Short Note type Questions.  Answer all the questions.  Part one carries 1 mark each and Part two carries 5 marks each. 4. Which of the following is not a part of „Property Management System‟? Check that the signatures on the card and the voucher agree. Swipe the card through the machine. 8. Cheques help in controlling frauds in the hotels. 9. Which of the following is not included in the task performed mainly at the reception? 1. Differentiate between the organizational structure of „Small and Medium sized hotels‟. 2. State the main ways in which fire can be prevented in a hotel. 3. List the main methods of „Non-verbal communication‟.

4. Write a short note on „Inside Availability‟.  This section consists of Caselets.  Answer all the questions.  Each Caselet carries 20 marks. The Benson Hotel, a mid-sized independent property required new leadership. Mike‟s job and the Benson‟s position more tenuous. ‟s report on the property. “Jim, how are you old buddy? “I am doing very well Mike. This consulting work has run me off my feet. What can I do for you? “Well Jim, I need an independent review of the Benson. “Yes, I know what you mean Mike. These guys have some great programs. You have to try and stay ahead of them,” said Jim. Mike asked, “Do you think you could visit the property and have some lunch next week? Sean Waters. Sean‟s been with us for about two years. I‟d like to have a fresh set of eyes look at what‟s going on at the Benson. Jim hesitated, “Okay Mike. How about next Thursday 10:00 a.m.?

Sean waters had been recruited by Mike as a rising star. Three months later Mike had an interim report on his desk. The following is a review of specific areas of the Benson Hotel that require attention. The property has worked hard to attract the corporate market. Guests have gained access to this area on occasion. It is unsightly to guests and can be viewed from the road by surrounding residences. At least two units should be converted for this purpose. Back Office Computer- There is presently no stand- alone back office computer. The following functions could be served with a back office computer. Parking Lot -The rear parking lot is of particular concern; it does not reflect a three-star property. Dining Room – During high season the dining room enjoys record covers on many nights. Rachel, in all fairness, has had no training and was clearly not the person for the job. She would schedule herself and friends to serve high-gratuity events. Donna, who Rachel hired this summer.

Isabel, who has been at the Benson for more than five years. Isabel‟s poor performance, which Rachel said other employees would agree with. Donna or Rachel‟s daughter Lucy. In her opinion they do not deserve it. “us against them” animosity between the kitchen and service staff. Kitchen Operation – The kitchen staff is competent, but leadership is seriously lacking in this area. Rachel and her staff in the dining area. James to perform his duties as sous-chef. ‟s job and receiving cook‟s pay. James‟s responsibility to make the call. It provided Mike with some food for thought. Mike‟s worst fears were confirmed.  The general manager is always right.  The general manager intimidates some employees. ‟t lift a finger. 1. Do you feel it was necessary for mike to commission a consultant‟s report on the Benson? How would you have approached the situation? The Rainbow Golf resort had something to celebrate. “re-branded” from a franchise to an independent property.

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