Managing Hotel Operations:IIBM papers: Contact at assignmentssolution@gmail.com

Managing Hotel Operations:IIBM papers: Contact at assignmentssolution@gmail.com
Examination Paper of Hotel Management
IIBM Institute of Business Management    1
IIBM Institute of Business Management
Examination Paper MM.100
Managing Hotel Operations
Section A: Objective Type & Short Questions (30 Marks)
?  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.
Part One:
Multiple Choices:
1.  Housekeeping is the responsibility of:
a.  Hotel manager    
b.  Reservation manager
c.  Rooms manager
d.  Executive assistant manager
2.  Which of the following is not the method of minimizing the overbooking problem:
a.  Increasing restrictive policy       
b.  Third party guaranty
c.  Threat of legislation
d.  Advance- deposit reservation
3.  Which of the following is the channel of the traditional reservation:
a.  The changing role of travel agent
b.  In-house reservation
c.  Central reservation center
d.  All of these
4.  The real component of “TQM” is?
a.  Bedding  
b.  Cleanliness
c.  Noise ,temperature and darkness
d.  All of the above
5.  Arrange the following into hotel organizational structure:
i.  The room manager
ii.  The general manager
iii.  The hotel manager
iv.  Manager of guest services.
Examination Paper of Hotel Management
IIBM Institute of Business Management    2
a.  i, ii, iii, iv        
b.  ii, iv, i, iii
c.   ii, iii ,i, iv
d.   iv, ii, iii, i
6.  Alphabetical  list of the day?s expected arrival, individually and by group is:
a.  Cancellation and change report        
b.  Daily analysis report
c.  Arrival report
d.  Central reservation report
7.  Which is not the component of credit management :
a.  Extending credit        
b.  Credit alert and skippers
c.  Minimizing charge backs
d.  None of these
8.  Reservation contained following information during the procedure are design to improve the
effectiveness of the front office:
a.  Arriving and departure dates    
b.  Number of night
c.  Number of person
d.  All of the above
9.  Bank card is the kind of?
a.  Debit card        
b.  Smart card
c.  Credit card
d.  None of these
10.  Segmentation  comes under:
a.  New product pattern      
b.  New market Pattern
c.  New product segmentation
d.  New management pattern
Part Two:
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?
Examination Paper of Hotel Management
IIBM Institute of Business Management    3
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 150 to 200 Words)
Caselet 1
HOTEL MANAGEMENT SYSTEMS
Service  industry  always  has  to  have  a  sharp  and  keen  focus  on  customer?s  requirements,  needs  and
expectations.  With the hotel, hospitality and tourism industry, the expectations are much more. These
are the sectors that have possibly the highest amount of customer interaction within the service sectors
and are most impacted by customer experience from step one.We at Softqube have designed an online,
real  time  hotel  management  software,  Symphony  for  the  sector  keeping  in  mind  their  needs  and
business requirements. Our aim is to bring to our clients faster, more responsive, agile, robust yet easy
to use and cost effective software that supports all their requirements in real time.
A Hotel Management System like ours, gives the most important information with single click be it the
information  about  room  reservation  and  availability,  conference  or  even  banquet  reservati on.  As  a
business  you  will  have  a  system  which  helps  hotel  to  manage  every  bit  of  information.
It is really important that when you visit the reception, can be provided easily by checking the system
and manage things accordingly.
Our  Online  hotel  management  system,  Symphony  gives  our  clients  a  software  that  is  good  in
maintaining all the stats of the hotel. The statistics include, but are not limited to revenues, occupancies,
room  enquiries,  availability.  The  hotel  team  and  staff  can  help  themselves  with  t hese  high  quality
systems, as folio management helps them to keep all the information about any of their boarders, their
needs, their complaints, and their precision and so on.
Question:
1.  What does this mean for the business of our clients?
Caselet 2
The provision of accommodation is a highly competitive market. As tourists look for the best possible
value  for  money,  hotel  operators  must  ensure  that  they  are  providing  a  quality  venue  with  cost
effective services. This program is based on the Mercure Hotel in Hobart and covers the key elements
of its operations (the inputs and processes that create the output). The program examines the ways in
which the design of its facility, the control of materials, the use of technology and the quality standards
all contribute to ensuring the hotel remains productive and competitive.
END OF SECTION A
Examination Paper of Hotel Management
IIBM Institute of Business Management    4
1.  Name one output of a hotel.
2.  Why is the layout of facilities important in a hotel?
Section C: Applied Theory (30 Marks)
?  This section consists of Applied Theory Questions.
?  Answer all the questions.
?  Each question carries 10 marks.
?  Detailed information should form the part of your answer (Word limit 200 to 250 Words)
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?
END OF SECTION B
B
END OF SECTION C
Examination Paper of Hotel Management