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Friday, 15 June 2018

Hospitality Management:IIBM Exam papers: Avail solutions at

  IIBM Exam papers: Avail solutions at
Examination Paper of Hospitality Management
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Hospitality Management
Section A: Objective Type (30 marks)
?  This section consists of True and False and Short Note Types Questions.
?  Answer all the questions.
?  Part one carries1 mark each and Part Two carries 5 marks each.
Part One:
True and False:
1.  ADA stands for Americans with Disabilities Act.
2.  NOT stands for National Offices of Tourism.
3.  Management contracts have been responsible for the hotel industry?s rapid boom since the
4.  High-speed Internet service is free form of information technology that these businesses can
5.  One of the most crucial IT decisions is choosing the right POS system.
6.  Forecasting is the prediction of present outcomes.
7.   The top independent restaurant in terms of sales is the Tavern on the Green in New York
City, which opened in 1976.
8.  A fine dining restaurant is one where a good selection of seat arranged is offered.
9.  Terms  to  understand  in  B&I  foodservices  are  contractors,  self-operators,  &  Liaison
10.  Every manager must function the as a leader, motivating and encouraging employees is called
spokesperson role.
Part Two:
1.  List the various types of Hotel operation Theories?
2.  Discuss the different types of activities of front office in Hotel?
3.  Write the Short note on Housekeeping?
4.  What are the guidelines for security of cash?
Examination Paper of Hospitality Management
IIBM Institute of Business Management
Section B: Caselets (40 marks)
?  This section consists of Caselets.
?  Answer all the questions.
?  Each caselet carries 20 marks.
?  Detailed information should form the part of your answer (Word limit 200 to 250 words).
Caselet 1
Airline Commission Caps
Travel agents have begun legal action and public campaigns to combat several airlines? decisions to
lower commissions for writing tickets, and have warned of higher ticket costs if other airlines follow.
Most U.S. airlines have lowered the commission rate on tickets for domestic flights to a $20 cap for a
round-trip  fare.  International  commissions  also  fell  and  vary  from  airline  to  airline.As  consumers
begin to balk at rising prices and Wall Street presses for continued earnings growth, airlines must cut
costs by turning to their second largest expense, the $12 billion spent annually for costs such as travel
agent commissions. It has become clear that airlines can do nothing about fuel prices management has
any power over is the area of distinction expenses.American Express Corporate Services Agencies,
which books mostly business travelers, warned that if other airlines follow suit, some travel agencies
will go out of business. That would send more businesses to airlines? reservation agents, who do not
offer the lowest available fares from all carries, or could result in travel agents passing costs along to
consumers.The  American  Society  of  Travel  Agents,  which  represent  24,000  agents,  and  The
Association  of  Retail  Travel  Agents,  a  trade  group  that  represents  4,000  travel  agents,  have
announced they will seek U.S. congressional approval to allow small, “business-sized” travel agents
to  bargain  collectively  with  the  major  airlines  and  to  steer  customers  to  “friendly”  airlines  when
negotiating fails. The associations believe that the cut in commissions in less than three years is a slap
in the face.After the introduction of the initial cap of $25 for one-way domestic tickets and $50 for
round-trip tickets, many agents complained caps would eliminate jobs and reduce earnings. A class
action lawsuit followed on behalf of 33,000 travel agents, alleging price fixing. Some travel agents
also  steered  customers  away  from  other  airlines  such  as  Delta  in  retaliation.In  September  1996,
American, Delta, Northwest, and United agreed to pay $72 million in cash to settle the lawsuit.
1.  If you owned a travel agency, what would your reaction to the reduced commission cap be?
2.  What options would you consider?
Caselet 2
Java Coffee House
Michelle  Wong  is  manager  of  the  Java  Coffee  House  at  a  busy  location  on  Union  Street  in  San
Francisco. Michelle says that there are several challenges in operating a busy coffeehouse, such as
training staff to handle unusual circumstances. For example, one  guest consumed a cup of coffee and
ate two-thirds of a piece of cake and then said he didn?t like the cake. Another problem is suppliers
who quote good prices to get her business and then, two weeks later, raise the price of some of the
items.Michelle says that young employees she has at the Java Coffee House are her greatest challenge
of all. According to Michelle, there are four kinds of employees  –  lazy; good , but not responsible;
those who steal; and great ones who are no trouble.
Examination Paper of Hospitality Management
IIBM Institute of Business Management
1.  What are some suggestions for training staff to handle unusual circumstances?
2.  How do you ensure that suppliers are delivering the product at the price quote?
Section C: Applied Theory (30 marks)
?  This section consists of Long Questions.
?  Answer all the questions.
?  Each question carries 10 marks.
?  Detailed information should form the part of your answer (Word limit 150 to 200 words).
1.  What do you mean by Hotel Management? What are the functions of Hotel Management?
2.  Define the term operational strategy? And also explain the Model framework for Hotel
3.  What do you mean by Food Services? List the Different types of Food service?
Examination Paper of Hospitality Management

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