Deck 3: Hotel Management Viewed From Above

Question 1

To which group of stakeholders does a hotel general manager, directly or indirectly, normally report to?

A) Owners
B) Employees
C) Community
D) Government

Answer 1

A

Question 2

Nebel and Ghee (2011) indicated that GMs must be able to successfully carry out three separate and different job functions. They must be effective as operational controllers, organisational developers, and ______________ if they areto enjoy long-term success as effective GMs.

A) business maintainers
B) business designers
C) business creators
D) business inventors

Answer 2

A

Question 3

According to Nebel and Ghee (2011), which skill is a prerequisite for GMs to be effective in any of their three job functions?

A) Good communication
B) Good collaboration
C) Good presentation
D) Good negotiation

Answer 3

A

Question 4

Which is the most important competence factor (different from dimensions in the study) required of a hotel general manager as identified by Chung-Herrera, Enz, and Lankau in their 2003 study?

A) Self-management
B) Industry knowledge
C) Critical thinking
D) Strategic positioning

Question 5

In the leadership competency model for the lodging industry by Chung-Herrera, Enz, and Lankau (2003), which specific dimension (different from factors in the study) had the highest mean score among the 29 dimensions in their 2003 study?

A) Ethics and Integrity
B) Teamwork Orientation
C) Risk-taking and Innovation
D) Fostering Motivation

Question 6

In the leadership competency model for the lodging industry by Chung-Herrera, Enz, and Lankau (2003), which specific dimension (different from factors in the study) had the lowest mean score among the 29 dimensions in their 2003 study?

A) Concern for Community
B) Embracing Change
C) Risk-taking and Innovation
D) Fostering Motivation

Question 7

Kotter (1982) concluded that despite the differences in their jobs and in the way they carried them out, successful general managers all had two significant activities in common: ___________ and network-building.

A) agenda-setting
B) agenda-building
C) agenda-creating
D) agenda-forming

Question 8

Luthans and Associates (1988) sorted out four managerial activities performed by real managers split into 12 descriptive behavioural categories. The four managerial activities include communication, traditional management, human resource management and ____________.

A) networking
B) planning
C) training
D) controlling

Question 9

Luthans and Associates (1988) sorted out four managerial activities performed by real managers. Time and effort spent on the four activities varied among different managers.On which activity did the managers on average spend the most time?

A) Traditional management activities
B) Human resource management activities
C) Communication activities
D) Networking activities

Question 10

According to Mr. Xhali, a "hotel is not just bricks and mortar, but rather a __________ that is part of, and affected by, the immediate and global community".

A) living entity
B) splendid place
C) designed environment
D) charming locale

Question 11

Which manager in a hotel is normally expected to have excellent planning and organisational skills, strong leadership and training skills, with the ability to multi-task and work under pressure?

A) Financial Controller
B) Food and Beverage Manager
C) Rooms Department Manager
D) Human Resources Manager

Question 12

Which manager in a hotel is normally expected to have a strong understanding of customer and market dynamics, and to have advanced logical and analytical thinking abilities?

A) Revenue Manager
B) General Manager
C) Information Technology Manager
D) Sales and Marketing Manager

Question 13

What type of information environment is described by "all information had to be recorded on slips or sheets of papers to be stored in various ways and means destined for later consultation and use"?

A) Manual
B) Digital
C) Usual
D) Ordinal

Question 14

What should a hotel that is hoping to select a PMS do first?

A) Carry out a needs analysis
B) Carry out a PMS analysis
C) Carry out a software analysis
D) Carry out a hardware analysis

Question 15

According to Bardi (2011), what is the second step in performing a needs analysis for adopting a PMS in a lodging property?

A) Analyse the flow of guests
B) Analyse the required equipment
C) Analyse the administrative paperwork
D) Analyse the information flows

Question 16

Establishing a PMS for independent hotels is much _______ than forhotels that are managed through franchise agreements.

A) easier
B) trickier
C) chancier
D) riskier

Question 17

According to Bardi (2011), what is the first step in performing a needs analysis for adopting a PMS in a lodging property?

A) Select a team to analyse needs
B) Analyse the required equipment
C) Analyse the administrative paperwork
D) Analyse the information flows

Question 18

For the hotel management to know which PMS and related software and hardware are appropriate for their property, certain crucial considerations need to be looked into.Which among the following questions listed here IS NOT a valid question that hotel management must ask PMS developers and vendors before making any decisions related to the acquisition of their products?

A) How much time would the PMS developers need before making the system available for use by the hospitality property?
B) What are the contractual terms for the acquisition, maintenance, payment, and renewal of this PMS?
C) How cost-effective is this PMS and what would its requirements be in terms of upgrades and maintenance?
D) How compatible is this PMS to existing Customer Relationship Management services and networks currently in use by the hospitality property?

Question 19

In simple PMS terminology, what is an operating platform?

A) Place to launch software
B) Place to launch hardware
C) Place to launch operations
D) Place to launch systems

Question 20

For the hotel management to know which PMS and related software and hardware are appropriate for their property, certain crucial considerations need to be looked into. In the list below, there is only one valid question related to those that hotel management must ask PMS developers and vendors before making any decisions related to the acquisition of their products.Which is the valid one?

A) Does the PMS have any constraints or operational limitations?
B) How many hours would the PMS save the hospitality property?
C) Does the PMS auto-run itself at the end of day?
D) How much time does the PMS need to start up?