HOSP 180 Ch. 15

You have been asked by the dean of the business division at your school to build awareness of the hospitality management program. You have been given a budget, a deadline, and a team of six students and one faculty member. What is the first thing your team needs to do to bring this project to life? A. Clearly define the project's goals B. Identify the labor and materials needed to complete the project C. Track progress using a Gantt chart or other software D. Identify the activities that must be accomplished to achieve the goal

A. Clearly define the project's goals

As the general manager of a local chain restaurant, you are asked to create your five-year plan for growing the business in your community. This type of plan is an example of what type of planning? A. Formal B. SWOT C. Informal D. Forecasting

A. Formal

You are the president and CEO of the Pearson hotel chain, a chain with locations in 15 states. You desire to expand your business and begin acquiring the Walker hotel chain, one of your competitors with properties in the same market as you. This is an example of which growth strategy? A. Horizontal integration B. Market penetration C. Geographic expansion D. Product development

A. Horizontal integration

This type of plan provides a step by step approach to achieving goals and can range from hourly, weekly, or up to quarterly. A. Operational B. Implementation C. Strategic D. Transactional

A. Operational

Interest in celebrity chefs and regional cuisine is at an all time high in your community. As the owner of a gourmet restaurant, you partner with a local winery to create a Food and Wine festival for your town. What type of corporate strategy does this represent? A. Strategic Alliance B. Product development C. Diversification D. Market penetration

A. Strategic Alliance

An effective scheduling strategy that you could use to keep labor costs down during slow periods in the room service department would be to: A. Use part-time employees B. Only offer room service for breakfast and dinner C. Have the manager work alone during slow times D. Schedule employees for four-hour shifts

A. Use part-time employees

Predicting future outcomes, such as the number of guests that will be in the hotel on New Year's Eve is an example of ____________ A. forecasting B. planning C. environmental scanning D. scheduling

A. forecasting

You have just been hired at your local hotel to work at the front desk. During orientation, the trainer tells you that under no circumstances can anyone clock you in or out. Failure to clock yourself in or out may result in termination. This is an example of a ___________. A. rule B. procedure C. policy D. best practice

A. rule

Planning requires selecting goals the business wants to achieve and creating ___________ to ensure the goals are accomplished. A. strategies B. balance sheets C. key operating areas D. standard operating procedures

A. strategies

This tool is used as a plan to allocate money for specific activities. A. Operational plan B. Budget C. Forecast D. Schedule

B. Budget

Project managers use this tool to have a visual representation of the order that activities must be completed in to move a project forward. A. Project teams B. Gantt chart C. Screen capture D. Spreadsheet

B. Gantt chart

A guest stops by your restaurant and asks if you could host a 60th birthday party for their mother later that day, you immediately respond yes and then after the guest leaves scramble to find room for the party. This would be an example of what type of planning? A. Impulse B. Informal C. Formal D. Strategic

B. Informal

This managerial approach to planning determines the goals of the organization, plans objectives, and involves associates in setting and achieving goals. Results are measured over a long range of time. A. Total Quality Management B. Management by Objective (MBO) C. Project Management D. Objectives and Key Results (OKR)

B. Management by Objective (MBO)

Using the SMART system of goal setting (Specific, Measurable, Achievable, Realistic, and Time Based) which goal most clearly defines the objective of minimizing turnover in the housekeeping department? A. We will reduce turnover in the housekeeping department by 20% this year. B. Our goal is to reduce housekeeper turnover by 10% in the month of March. C. Reducing housekeeper turnover is important to us and our goal is to make housekeepers happy. D. Reducing housekeeper turnover is important and we will do this by providing coffee in the break room and offering bonuses to anyone who receives a good comment card. Submit

B. Our goal is to reduce housekeeper turnover by 10% in the month of March.

Identifying potential opportunities and threats is an important part of which process? A. Controlling B. Planning C. Communicating D. Forecasting

B. Planning

You work in the research and development department at a local winery and have created a new blend that you are sure will increase sales of wine in the spring time. This is an example of which growth strategy? A. Geographic expansion B. Product development C. Market penetration D. Horizontal integration

B. Product development

This can be measured in different ways across an organization and goals and strategies to achieve this within each department will vary based on the business needs. A. Employee satisfaction B. Productivity C. Manager effectiveness D. Guest satisfaction

B. Productivity

Developing a long-range plan designed to steer a business or organization towards achieving its long-range goals is an example of a ____________ plan. A. Corporate strategy B. Informal C. Strategic D. Operational

C. Strategic

As the manager of the housekeeping department, you have been asked by your general manager to decrease turnover by 25% at the end of 90 days. With this goal in mind, what is your next step? A. Evaluate alternatives B. Implement the plan C. Evaluate results D. Analyze and evaluate the environment

D. Analyze and evaluate the environment

There are six steps involved in creating a successful strategic plan; however, if this step is not implemented, the plan is almost certain to fail. A. Formulate strategies for the future B. Do an environmental scan C. Create a crystal clear vision D. Create an action plan, act on it, and monitor results.

D. Create an action plan, act on it, and monitor results.

Which of the following would not be considered a key operating area in a hospitality business? A. Guest satisfaction B. Employee satisfaction C. Productivity D. Recycling

D. Recycling

You are the owner of a successful hot dog franchise in your community and would like to expand your operation to the next town which already has two other hot dog restaurants. One of the first things you should do before making any long-term plans is to conduct a ______________ analysis. A. secret shopper B. environmental scan C. marketing D. SWOT

D. SWOT

The purpose of planning allows everyone in the organization to focus on achieving goals by _____________________. A. producing a scorecard that everyone can use B. offering incentive bonuses when goals are met. C. holding monthly update meetings D. determining the best goals to focus attention on and the strategies needed to achieve the goals.

D. determining the best goals to focus attention on and the strategies needed to achieve the goals.

You are the president of a commercial dishwashing manufacturing company currently serving schools, prisons, hospitals, and restaurants. You have decided to expand your product offering to consumers and build dishwashers for home use. This strategy is known as _____________. A. joint venture B. market penetration C. geographic expansion D. diversification

D. diversification