Exam Questions

• There are 7 randomly selected essay questions each worth 40 points for a total of 280 points.
• The final exam covers all TCOs and weeks 1 through 7
• The exam questions covers the assigned readings in our textbook for Weeks 1-7
• The final exam contains 1page.

·        This means that not everyone will have the same questions.  Even if you do have some of the same questions, they may not be in the same order.  These questions are distributed amongst the TCOs.  The entire exam is worth280points.

·        On the essay questions your answers should be succinct, fully address each part of the question, and demonstrate your knowledge and understanding in a concise but complete answer. Most essay questions require answers that are a couple of paragraphs (not a couple of sentences) that directly speak to each part of the question. 

Sample Essay questions

Sample Essay questions

You about to enter the world of on-site food service operations (other terms for this segment include institutional and noncommercial food service operations). Compare and contrast the main divisions of on-site food service operations. Who are the clients? Who operates these operations?  What are the pro’s and con’s of each?

You were just appointment the new human resources director at the Atlantis Resort in the Bahamas. You need to set-up your department. What key areas would your staff be responsible for? Describe the best practices and the key responsibilities of your hotel human resources department. How should your department work with the other departments in the hotel?

8.  Make sure you review the objectives of each chapter as listed in the Objectives tab.

8. Some of the key study areas are as follows:  (while these are key areas remember that the exam is comprehensive for all the assigned course content and this study guide may not be all inclusive.

TCO A:

• Explain the three roles of a general manager: operational control, organizational development, and business maintenance.
• Determine how total quality management can be used effectively by a general manager.
• Evaluate verbal and non-verbal communication.
• Explain why general managers need to possess good communication skills.
• Discuss the various barriers of communications.
• Explain a communication audit.
• Analyze performance culture and how a general manager can set such culture in a hotel.
• Determine and discuss the characteristics of the operational areas of the food and beverage department: restaurant, room service, bars and beverage, banquet and catering, and food production.
• Evaluate and discuss the management functions in food production management.
• Evaluate the management functions in restaurant management.
• Explain and analysis the management functions in beverage management.
• Determine and explain the management functions in catering management.
• Determine and analysis the management functions of a director of food and beverage.

TCO B

• Evaluate and discuss the organization of a front office department.
• Determine the role of the following personnel: front office manager, senior assistant front office manager, reservations manager, reservationist, key, mail, and information clerk.
• Explain how future room availability can be determined.
• Analyze the four sources of direct reservations: mail, telephone, central reservation system, and in-house.
• Explain how outside hotel representation and marketing and sales generate reservations for a hotel.
• Determine the following types of reservation: convention or group, guaranteed.
• Determine and discuss the eight pieces of information needed for the reservation process.
• Analyze the registration process and the check-out process in a hotel.
• Determine some of the information that a front desk agent should know in order to serve the guests effectively.
• Explain the three steps of the arrival process.
• Evaluate the ten procedures that a hotel should follow on the morning of a group arrival.
• Analyze the acceptable practices in handling guest mail, messages, and information.
• Determine the process of handling an overbooking.
• Explain the job duties of the guest service’s staff: concierge, concierge assistant, bell captain, bellman, baggage porter, and doorman.
• Determine the services provided by the telecommunications department.
• Evaluate the role of a PBX manager and night auditor.
• Determine the process of night audit.
• Analyze the process of a checkout: settlement, room status change, preparation of guest history, and guest relations.

TCO C

• Determine the role of each housekeeping staff member: executive housekeeper, assistant housekeeper, inspector, house staff, laundry supervisor, guest room attendant, runner, linen room supervisor, and linen room attendant.
• Explain why scheduling is important in a housekeeping department.
• Evaluate and explain the use of a master staffing sheet.
• Determine the turnover and analyze its effects on staffing in the housekeeping department.
• Evaluate the ten minimum standards that should be considered in evaluating the cleaning of a guestroom.
• Explain the importance of inventory control in a housekeeping department.
• Describe and explain the four reasons why linen would be taken out of circulation.
• Explain the role of the Occupational Safety and Health Act (OSHA) as it pertains to the lodging industry.
• Determine the five elements that are involved in most accidents in a lodging establishment.
• Explain how accident prevention can help the financial health of a lodging establishment.

TCO D

• Explain job specialization and discuss its usefulness in an organization.
• Analyze the four problems associated with job specialization.
• Understand and be able to explain the job responsibilities of personnel in the following departments or positions: Rooms, Food and Beverage, Marketing and Sales, Human Resources, Accounting, General Manager, and Resident Manager.
• Explain the advantages and disadvantages of a functional organization design.
• Compare and contrast the two patterns of authority: centralized and decentralized.
• Compare and contrast narrow versus side span of control.
• Identify the member and explain the function of an executive operating committee in a hotel.
• Identify and define the key organizational trends that hotels must acknowledge in order to be successful.
• Understand the following terms and their roles in staffing a hotel: job analysis, job description, job re-design, performance evaluation, and compensation.
• Define the three levels of a management career in the lodging industry and give an example of each.
• Analyze the importance of a clear chain of command.
• Evaluate the career opportunities, challenges, and dynamics of the food and beverage department.
• Evaluate the characteristics of the hotel and beverage working environment.
• Discuss the importance of staffing in a lodging operation.

• Explain the various employee functions in a hotel and beverage department in a lodging operation
• Evaluate the career opportunities, challenges, and dynamics of the food and beverage department.
• Evaluate the characteristics of the hotel and beverage working environment.
• Discuss the importance of staffing in a lodging operation.
• Explain the various employee functions in a hotel and beverage department in a lodging operation

TCO E

• Explain the factors to consider when planning a kitchen layout
• Explain selection factors for purchasing kitchen equipment
• Evaluate the categories of restaurant equipment
• Determine how you maintain kitchen equipment
• Explain the role of a health inspector

TCO F

•  Determine the functions of a marketing and sales department.
•  Determine and briefly explain the characteristics of a successful sales department.
•  Evaluate the use of a telephone survey done in a sales department.
•  Explain the procedures and guidelines in making a sales call.
•  Explain the steps a sales staff should follow in a convention booking.
•  Determine and analysis the marketing functions of a hotel.
•  Analysis the advertising functions of a hotel.
•  Evaluate and discuss the brochures and collateral materials used in sales and marketing.
•  Evaluate packages, promotions, and public relations functions of a hotel.
•  Explain how the marketing and sales department manages rate and pricing to maximize the profits of a hotel
•  Explain yield management.
•  Explain revenue management.
•  Evaluate and discuss the six fundamentals of yield management: market segmentation, demand and booking   patterns, pricing knowledge, integrated information, responsibility, and mathematics of yield management.
•  Determine and explain the three methods to achieve yield management.
• Explain why some people open restaurants
• Determine the liabilities of restaurant operations
• Analysis the history of restaurants
• Evaluate the advantages and disadvantages of buying, building, and franchising restaurants
• Determine the various characteristics of restaurants
• Compare and contrast chain and independent restaurant operations
• Determine the lives and contributions of prominent past and present restaurateurs
• Analysis the important of a good restaurant name
• Explain the relationship between concept and market
• Determine and evaluate the qualities of successful restaurant concepts
• Determine factors to consider when choosing a restaurant location
• Explain how you develop a restaurant concept
• Explain the factors to consider when planning a menu
• Determine and describe some common menu types
• Analyze the methods for determining menu item pricing
• Evaluate the factors to consider when determining a menu’s design and layout.

TCO G

• Analysis a restaurant business plan
• Determine and conduct a market assessment
• Describe the importance of the four P’s of the marketing mix
• Evaluate the various promotional ideas for a restaurant
• Evaluate how you prepare an income statement
• Describe the process of financial budgeting
• Discuss and evaluate the strengths and weaknesses of the various types of loans available to restaurant operators
• Determine the type of changes a lessee should consider before signing a lease
• Analysis the procedure for obtaining a loan to start a restaurant business
• Describe the various loans available
• Analysis th nuances of restaurant leases
• Describe the various forms of business ownership
• Determine the various forms of business ownership you can use in the restaurant