Handout 2

Question 1

A ______ hotel operation has clear benefits and disadvantages. While the hotel benefits from recognition of the brand name by consumers , an established business model, and national marketing, the owner depends on that brand name for its business.

Answer 1

Franchised

Question 2

This hotel ownership gives an owner the most freedom but with the biggest risk.

Answer 2

privately owned and operated

Question 3

These hotels are privately owned, but the physical hotel building belongs to another.

Answer 3

Leased

Question 4

While the trend for new hotels is to open as franchises, existing hotels frequently go to the managed route.

Answer 4

Managed

Question 5

It involves implementing a well-defined enterprise strategy into key business goals .

Answer 5

Strategic Planning

Question 6

The basis of this management practice is to understand a customer’s needs and desires and simultaneously satisfy them adequately by collecting relevant data for an enterprise to understand the customers.

Answer 6

Customer Relationship Management

Question 7

It is a set of management tools and techniques designed to improve the capability of the business process by reducing the likelihood of error.

Answer 7

Six Sigma

Question 8

It is a continuous process of measuring the company’s systems, processes, and products and comparing them with successful competitors or establishments in the same field.

Answer 8

Benchmarking

Question 9

It represents a radical change in the business process system to achieve a significant increase in productivity and quality and in shortening the length of the production process or provision services.

Answer 9

Re-Engineering Business Processes

Question 10

is a popular and most-used management approach in different sectors.

Answer 10

Outsourcing

Question 11

This management approach aims to harmonize all factors involved in producing goods and services - suppliers , manfacturers , distributors, dealers, and customers - emphasizing timely, complete, effective satisfaction of their needs.

Answer 11

Supplier Relationship Management

Question 12

It is a system whose purpose is to improve the management of an enterprise based objective evidence and evaluation of all economic events in the enterprise.

Answer 12

Controlling as a Management Tool

Question 13

It mantains a hotel’s appearance, sanitation, and cleanliness.

Answer 13

HouseKeeping Department

Question 14

This is also known as the guest service department, which is the first point of contact for the guests when booking with the hotel.

Answer 14

Front Office Department

Question 15

This department looks after serving food and drinks to guests in hotel, restaurants, cafes, and bars.

Answer 15

Food and Beverage Department

Question 16

It is responsible for repairing and maintaining the plant and machinery, water distribution, sewage treatment, and other common areas in a hotel.

Answer 16

Engineering and Maintenance Department

Question 17

This is also known as the finance or credits department that oversees a hotel’s incoming and outgoing expenses.

Answer 17

Accounts Departmet

Question 18

It is responsible for the the overall security of the hotel building, emloyees, in-house guests,visitors, and their belongings

Answer 18

Security Department

Question 19

It is responsible for utilizing, acquiring, training, and developing, the hotel’s human resources. This department is also responsible for for staff welfare, induction, promotions, and appraisal

Answer 19

Human Resource Department

Question 20

This department brings in business and increases the sales of the hotel’s products and services.

Answer 20

Sales and marketing department

Question 21

It coordinates the supply needs of the hotel processes inventory requests for all other departments

Answer 21

Purchasing Department