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Chapter: 14 -Problem: 3 >> Product segmentation in the hotel industry is typically good for franchise companies because it allows them to maximize the number of hotels they have in a given geographic area and thus maximize the fees they receive. Critics contend, however, that excessive product segmentation unfairly pits hotel owners against other owners operating virtually identical hotel products (albeit with different bra
Answer Preview: This question raises the point that in todays hotel industry, fewer and fewer franchise companies ow…

, Chapter: 10 -Problem: 1 >> Some executive housekeepers prefer to allow room attendants to work independently, with only one attendant assigned to each room to be cleaned. Others prefer a system that teams two or more attendants together for each room assigned to be cleaned. Those preferring the single attendant system cite the tendency of the team system members to “talk” too much to each other and, thus, not complete their
Answer Preview: This question asks about the types of hotels in which students would like to work. Answers will vary…

, Chapter: 8 -Problem: 1 >> 1. What are some additional possible reasons for the decline revealed by the monthly Pace Report? 2. If you were Barry, how would you go about assessing the sales difficulties now experienced by the hotel and its DOSM? 3. What tools could you use to help understand and solve the revenue problem? 4. How responsible do you think a GM should be held for the sales level of his or her property? “Well,
Answer Preview: 1. In this situation each of the factors identified by the hotels DOSM may in fact be in play. It is …

, Chapter: 10 -Problem: 5 >> In some hotels, the GM allows, and even encourages, tipping of room attendants. This is typically done through the placement of a tip envelope in the room. Should there be tip envelopes for room attendants in guest rooms? Defend your position in a memo that you, as a GM, will send to members of your housekeeping staff.
Answer Preview: Career opportunities in the lodging industry are diverse. Numerous types of management positions ar…

, Chapter: 6 -Problem: 3 >> Many hotels experience difficulty when establishing credit policies. List five factors you believe would be important when determining whether to offer credit terms to a new client in your own hotel. Explain your reason for choosing each factor.
Answer Preview: This question addresses the difficulty involved in establishing credit policies for new clients. As the chapter indicates, it is sometimes the case th…

, Chapter: 10 -Problem: 2 >> Housekeeping is one of the departments in the hotel that must work every holiday because the hotel is open and often very busy. Assume you have a housekeeping department with 24 employees and your hotel recognizes New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, and Christmas as paid holidays. Also assume that at least one-quarter (6) of your housekeeping employees need to wo
Answer Preview: Question 2 reinforces the importance of consistently delivering guest service. Guest relations train…

, Chapter: 5 -Problem: 1 >> 1. What can Connor do to ensure that department-specific training occurs in the hotel? 2. How might inexpensive and cost-effective training materials be secured or developed? 3. What can be done with department heads who maintain that they have neither the time nor the funds needed to undertake training efforts? Connor Casey, the hotel’s GM, was having lunch with the HR director in the hotel’s din
Answer Preview: 1. The GM has begun the training emphasis by discussing the need for training at the recent executive operating committee meeting. An additional tacti…

, Chapter: 5 -Problem: 1 >> A shortage of entry-level employees is a major concern of many hotel GMs. To the extent currently employed staff members can be retained, there is less need to recruit new employees. List three specific activities that you, as a GM, can undertake to help reduce the employee turnover rate.
Answer Preview: Turnover is a major problem in the hotel industry, and costs related to on-going recruitment, select…

, Chapter: 5 -Problem: 4 >> Many hotels now test all employees who have accidents at work for the presence of illegal drugs. Assume you are a GM, this is the case in your hotel, and all employees are made aware of this policy during orientation. Assume also that an excellent employee in your hotel slipped and fell at work. Upon receiving medical treatment, it was confirmed that the employee tested positively for marijuana us
Answer Preview: When a hotel advertises itself as being drug-free, it uses pre-employment drug testing for job appli…

, Chapter: 9 -Problem: 1 >> In some hotels, the position of revenue manager reports to the DOSM, whereas in others it reports to the FOM. Why do you think this is so? As a GM, how would these two alternative arrangements affect the way you would manage the property?
Answer Preview: Whether the revenue manager reports to the sales and marketing director (DOSM), or to the FOM, most …

, Chapter: 11 -Problem: 1 >> 1. If you were J.D., how would you react to Robert’s ideas? 2. What are some things that the average restaurateur may not understand about hotel food service? 3. If you were J.D., and David resigned, would you hire Robert as a replacement? Why or why not? “Ya see, J.D., your hotel has no “Wow’ factor,” said Robert Cooley. “That’s why you aren’t packin’ them in like at my restaurant.” Janna Dimms,
Answer Preview: 1. JD must recognize that the restaurant owners ideas may be good for an independent res-taurant, but they are not useful for the hotel. The hotel mus…

, Chapter: 12 -Problem: 1 >> 1. Given that the televisions may be out for a significant amount of time, what steps would you take to inform guests and your hotel staff? 2. Why is it important for all affected employees to be aware of the repair status of the televisions? 3. What should the front desk say to a guest who calls requesting a television repair? 4. What would you do if, the next day, after the television channels w
Answer Preview: 1. In this scenario, it is important that management notify both guests and those employ-ees to whom guests might make a complaint. These employees mi…

, Chapter: 14 -Problem: 1 >> 1. How might the proposed name change affect the hotel’s current management team? 2. How could the proposed name change affect the hotel’s nonmanagement staff? 3. How might the proposed name change affect guests the hotel currently serves? 4. How could the proposed name change impact the hotel’s ability to secure new business? “We wanted to get your input, Dichondra, because you are closest to the
Answer Preview: 1. The re-branding (re-flagging) of a hotel can be a challenging time for a hotels managers. Systems and standards that were well known to current sta…

, Chapter: 15 -Problem: 1 >> What differences, if any, do you think exist in the way that a professional hotelier would manage an American-owned hotel in the United States or a European- or Asian-owned hotel in the United States?
Answer Preview: While the expectations of guests are not likely to change based upon a hotel's ownership, th…

, Chapter: 7 -Problem: 5 >> Consumers increasingly book their hotel rooms via the Internet. When you shop for a room on the Internet, what attracts you to a specific hotel? Do you feel most guests “shop” the Internet in the same manner? List at least three things that you feel impact a guest’s decision to select a particular hotel when reserving rooms on the Internet.
Answer Preview: Student answers to this question will vary, but are likely to inc…

, Chapter: 6 -Problem: 5 >> Often it is difficult to determine whether errors made in the financial records of a hotel, and then uncovered in an audit, represent intentional fraud or simply mistakes resulting from poor training or lack of knowledge. As the GM, what specific criteria might you use to evaluate the honesty of the controller’s office if an independent audit revealed multiple areas of consistent mistakes?
Answer Preview: One of the most important functions of the controllers office is the development and maintenance of …

, Chapter: 6 -Problem: 4 >> Improvements in technology have affected the controller’s office more than most areas within a hotel. Assume you were the GM of a large full-service property. What specific steps could you take to ensure that your controller stays abreast of the advances that impact his or her area? How will you evaluate that individual’s efforts to maintain and improve skills? How will you keep up with the change
Answer Preview: Technology advancement has improved the efficiency of many departments in hotels. Certainly, the con…

, Chapter: 14 -Problem: 1 >> 1. What factors would cause hotel owners to think about selecting a management company to operate their hotel? 2. What types of owners’ groups do you believe are best served hiring management companies? 3. Do you believe Dichondra should inform the others on her management team that a proposal for a management contract is being submitted to the hotel’s ownership? Why or why not? 4. What factors wo
Answer Preview: 1. Hotel managers employ management companies simply because it is not easy to oper-ate a hotel, and operational expertise has become more vital to bo…

, Chapter: 15 -Problem: 2 >> How do you think the national culture of another country affects the management of hotels in that country?
Answer Preview: The Real World of Hotel Management 15 1 provides an example of the impact of …

, Chapter: 9 -Problem: 2 >> Rapid advances in technology create a situation where, often, the FOM has greater technical expertise in using the PMS and other advanced technology tools than does the GM. What difficulties do you see in such a situation? As a GM, what techniques and resources can you use to overcome these difficulties?
Answer Preview: In previous chapters, students learned that general managers may come from a variety of backgrounds. …

, Chapter: 9 -Problem: 1 >> 1. What do you think Roy should tell Ms. Grades? 2. Would you advise Roy differently if you knew that each of the Tech-Mar reservations was for a 10-night stay at full rack rate? 3. Assume you accept the 35 room reservations. If it should occur, what would you tell a guest who needed to be walked despite arriving with a confirmed reservation? 4. What ethical issues will be involved in Roy’s decisi
Answer Preview: 1. This question asks students to address the very common issue of forecasting no-shows on sold out nights. In this case the hotel is potentially over…

, Chapter: 2 -Problem: 2 >> Think about the last time you visited a hotel or restaurant as a guest. What moments of truth do you recall? What impact did they have on your overall impression of the hospitality operation?
Answer Preview: Moments of truth relate to anything, regardless of how seemingly minor they may be, …

, Chapter: 14 -Problem: 5 >> GMs sometimes face difficult decisions when they are employed by a management company and operate a branded hotel. In such a situation, the GM’s loyalty can be tested because of the conflicting interests of staff, guests, the brand, the management company, and the hotel’s owners. Consider a situation in which the financial interests of two of these groups directly conflict (e.g., management compan
Answer Preview: In most cases a general manager will find that, at some point in his or her career, he or she will manage a hotel in one or more of the following situ…

, Chapter: 4 -Problem: 5 >> Motivation has been defined as “an inner drive that a person has to attain a goal.” If this is the case, how can a GM “motivate” an employee? To what extent do you think a motivated employee will be more likely to remain with a hotel property than will an unmotivated co-worker?
Answer Preview: Employees who can meet their own personal needs while on the job will be motivated to …

, Chapter: 4 -Problem: 2 >> There has been an evolution of hotel human resources practices from the GM as “boss” to the GM as a facilitator and team leader. State several reasons why this has occurred.
Answer Preview: There are significant differences between traditional and contemporary viewpoints about h…

, Chapter: 4 -Problem: 4 >> GMs often do not have enough time to do all the work required of them. Some tasks simply must be delegated. What are three specific things you could do when delegating work to subordinates to help ensure they do not think you are “dumping” additional work onto them?
Answer Preview: Delegation is one of the most important activities performed by general manag…

, Chapter: 2 -Problem: 1 >> 1. What are examples of supervisory tactics Annetta might have used in the past to reduce the problem caused by employees who don’t give a priority to their team or the property? 2. What are examples of tactics that Annetta might use to reduce the incidence of poor service experiences for the guests who will be checking in?3. What, if anything, should Annetta say to the group’s meeting planner who
Answer Preview: 1. Hotel general managers must recruit, select, and facilitate the work of employees who care about …

, Chapter: 1 -Problem: 3 >> Hotels exist in every city. Where would you like to work in your management career? Why? Name three advantages to becoming a GM in the area you have selected. What are potential disadvantages?
Answer Preview: They are excellent career opportunities exist in all types …

, Chapter: 3 -Problem: 3 >> It has been said that 10% of a manager’s time should be spent on preparing themselves for the next higher level job, 80% of their time doing their current job, and 10% of their time helping those individuals who are at the level below them to prepare for advancement to the next level (their current) job. Do you think this is true for a GM? How would you modify the equation in your own situation?
Answer Preview: The equation presented in this question suggests that 10% of a managers time should be spent on prep…

, Chapter: 4 -Problem: 3 >> What are three strategies that you as a hotel GM would use while working with your top management team to develop the planning tools (core values, vision, and mission) that will drive your hotel’s organizational culture?
Answer Preview: Top management team members should be involved in …

, Chapter: 9 -Problem: 3 >> FOMs often serve as the hotel’s credit manager, thereby identifying and enforcing credit limits for guests staying on the property. Assume you are the GM at an expensive resort property. What criteria would you want your FOM to use to establish credit limits for your various guests? What communication would you want the front office to initiate with the guest who was close to exceeding, or had exc
Answer Preview: In previous chapters, students were introduced to the co…

, Chapter: 2 -Problem: 1 >> 1. What are several of the very first things Josie should do? 2. How, if at all, should Josie involve her employees in the hotel’s “turn-around efforts”? 3. What factors should Mr. Singh use to evaluate Josie’s efforts to improve hotel operations? “Well, Josie, good luck,” said Mr. Singh. “I know you will do a great job!” Josie was the new GM for a 350-room hotel that was not doing very well. In t
Answer Preview: 1. General managers must understand that their employees have a critical role to play in the success …

, Chapter: 8 -Problem: 2 >> Effectively networking in a room full of strangers is a crucial skill but one that is often lacking in younger, less-experienced sales team members. As a GM, what are five specific steps you (or your DOSM) could take to ensure that the least experienced of your sales team rapidly develops this important skill?
Answer Preview: This question asks students to consider activities that may be undertaken by a general manager or di…

, Chapter: 13 -Problem: 5 >> Data security is an increasingly important responsibility of hotel GMs. What specific steps would you, as the GM, take to help ensure your hotel is protecting the private information of guests that is stored on your own property’s computers?
Answer Preview: Data security is an increasingly important issue to hotel managers. Specific steps manag-ers can und…

, Chapter: 13 -Problem: 3 >> Every hotel location faces unique threats to the safety of its guests and the security of its assets. Regardless of the threats, GMs must be prepared to deal with a variety of emergency situations. Outline a plan for creating a program you would implement to prepare your hotel for the potential outbreak of a serious fire. What hotel departments should be involved in the plan’s development? Where w
Answer Preview: This question emphasizes that the general manager must be prepared to deal with a variety of emergency situations. In this question the emergency to b…

, Chapter: 11 -Problem: 1 >> 1. If you were Jenny, would you ask the F&B director to cancel his vacation? Please explain. 2. What types of F&B-related concerns might you have about the event as it has been described? 3. How much of a role should Jenny play as this event is being planned? The DOSM was excited and couldn’t wait to tell Jenny Rolf, the hotel’s GM. “You won’t believe who I just talked to, Jenny.” said Michele Aus
Answer Preview: 1. The hotel will need the assistance of every member of its management team to ensure a successful …

, Chapter: 8 -Problem: 3 >> Technology advancements have greatly impacted the sales and marketing departments of hotels. Assume you were the GM for a very large (over 1,000-room) hotel. What technological advances do you see in the near future that you believe will most affect your hotel? What could you and your DOSM do to prepare your hotel for them?
Answer Preview: You should recognize that advanced technology-related issues have significantly impacted all areas o…

, Chapter: 3 -Problem: 5 >> The AHLEI offers the CHA designation for professionals who meet established standards and pass a competency exam appropriate for a hotel GM. Do you think that the CHA is a designation that would be valuable for you to seek? Why or why not?
Answer Preview: It is important for students to recognize that the Educational Institute of the American Hotel & Lod…

, Chapter: 15 -Problem: 3 >> What are differences in the way governments in other countries affect the management and operation of hotels in those countries?
Answer Preview: The role of government in the operation of hotels is significant regardless of the coun…

, Chapter: 1 -Problem: 4 >> What would you do to address a labor shortage problem in your hotel? First, think about tactics you might use to retain current employees. (If they did not leave, there would be less need to recruit new staff members.) Then, think about tactics you could use to recruit new employees.
Answer Preview: Specific activities can include creating a culturally diverse workforce, strictly enforcing a zero-t…

, Chapter: 4 -Problem: 1 >> 1. What decisions must Luka make unilaterally and immediately in this situation? 2. What decisions would best be made after consulting with others in the hotel? 3. What decisions could best be made by the managers and employee team members involved? “He’s pretty disappointed!” said the sales manager. “Who’s mad?” asked Luka Cronin, the hotel’s GM as he watched the man who had spoken to the sales m
Answer Preview: 1. General managers must ensure there is consistently effective coordination and communication betwe…

, Chapter: 15 -Problem: 5 >> Would you like to manage a hotel in another country? Why or why not?
Answer Preview: Yes i would. Hotel management in another country would be ideal for anyone who wants to gain respons…

, Chapter: 6 -Problem: 1 >> Some GMs measure their own effectiveness using primarily ADR, while others prefer to evaluate their effectiveness by the occupancy rate generated. More recently, RevPAR (see Chapter 3 ) has become the standard by which the effectiveness of a hotel’s management team is evaluated. Describe at least one strength and one weakness of each of these approaches. Are all three measures still useful? Would
Answer Preview: This question asked students to describe the strengths and weaknesses of ADR, occupancy percentage, and RevPAR, three of the most important metrics us…

, Chapter: 11 -Problem: 3 >> One on-going source of potential hotel conflict involves the F&B department and the sales and marketing department. As a future GM, do you believe that catering event coordination management should be a part of the sales and marketing department or the F&B department? Support your response.
Answer Preview: Catering event coordination and management functions can be the responsibility of per-sonnel in the …

, Chapter: 7 -Problem: 1 >> 1. How do you feel this management team did in managing its RevPAR in the month they are reviewing? 2. What decision-making errors likely led to the results viewed by Heather and Stephanie? 3. What specific steps might they take to prevent such mistakes in the future? “The occupancy index looks great!” said Heather, the GM at the Brookshire Hotel. One of Heather’s monthly activities involved meeti
Answer Preview: 1. For the month under review, is reasonably apparent that the hotels revenue management team perfor…

, Chapter: 11 -Problem: 5 >> This chapter has stated that all personnel in the hotel require training in the responsible service of alcoholic beverages. How would you explain the need for this training to a new room-service attendant, front-desk clerk, and maintenance department employee?
Answer Preview: The text stresses the importance of training all hotel staff about differing aspects of the r…

, Chapter: 11 -Problem: 2 >> How does the process of allocating revenues and expenses between hotel departments impact the ability of an F&B department to show a profit?
Answer Preview: The process of allocating revenues and expenses to more accurately identify each depart-ments profit…

, Chapter: 9 -Problem: 5 >> As advances in technology make the self-registration of guests more easily achievable, some hotel companies have moved aggressively to implement such technologies. Those who have not done so, however, point out the diminished role personal service plays in such self-access systems. Do you think the average business traveler prefers the speed of self check-in or the human interaction of a front-des
Answer Preview: Generally speaking, the demand for a self-registration or self-check-in system will be higher among …

, Chapter: 7 -Problem: 1 >> 1. What are the important factors Joseph should consider prior to deciding if the airline contract would be a good one for the hotel? 2. Under what conditions might Joseph tell his revenue manager to make the bid? 3. Under what conditions might Joseph instruct his revenue manager not to participate in the bidding? Joseph Frederick, the GM of the 400-room Airport Inn, located adjacent to the Intern
Answer Preview: 1. In this very common scenario, a manager is faced with the question of whether to bid, or not bid, on a specific piece of business. Airline crews re…

, Chapter: 1 -Problem: 1 >> 1. If you were J.D., what issues would affect your decision? 2. Why might J.D. want to accept employment with the contract management company? 3. Why might J.D. want to stay with his present employer? J.D. Ojisama is the assistant GM of an independent (privately owned) full-service hotel with 250 rooms. The present GM, the son of the hotel’s founder, has expressed an interest in early retirement;
Answer Preview: 1. Numerous issues can be of concern when a high-level manager in an independently-owned hotel considers a move to a large hotel management company. T…

, Chapter: 7 -Problem: 3 >> Some GMs focus most of their revenue-management efforts on increasing occupancy, while others emphasize the maximizing ADR. Discuss one advantage and one disadvantage related to each of these approaches.
Answer Preview: One advantage of emphasizing a hotels occupancy maximization is that increased room sales (especiall…

, Chapter: 6 -Problem: 1 >> 1. How is Lorenzo likely to begin the process of budgeting revenue for the hotel in its first year after expansion? 2. What historical hotel data would be useful in helping Lorenzo complete this task? 3. What additional information about the area in which the hotel is located would be helpful to him? Lorenzo Pelly has recently been assigned to serve as the GM and oversee the renovation and expansi
Answer Preview: 1. In this scenario the manager has the advantage of having operated in the years previous to the ex…

, Chapter: 10 -Problem: 1 >> 1. What would you advise Lauraina to do about Kiara Sue’s situation? 2. What would you advise Lauraina to say to the other room attendants? 3. What human resources–related issues and labor laws might come into play in this situation? “The problem, I’m afraid, is just age,” Lauraina, the executive housekeeper, said to Simon Andrew, the hotel GM. “What do you mean?” asked Simon. “Well, Kiara Sue has
Answer Preview: 1. Hopefully, the response to this challenge is not determined only on the basis of this conversatio…

, Chapter: 13 -Problem: 1 >> 1. Would you impose limits on the number of “guests of guests” that are allowed to use hotel facilities? Why or why not? 2. Who do you believe is responsible for the safety of the young people attending the party? Why?3. What would you want Bill to say to the guest to whom he is now speaking? 4. What steps would you take now to avoid situations such as this one in the future? Bill Frisbee, the dir
Answer Preview: 1. You should make it clear that hotels often place reasonable limits on the actions of their guests…

, Chapter: 12 -Problem: 1 >> 1. Do you feel this problem was or was not preventable? Why? 2. What POM inspection deficiencies are apparent from this guest’s negative online review? 3. What POM training deficiencies are apparent from this guest’s negative online review? 4. What specific steps would you take to ensure this problem does not occur again in the future? “Yes, I saw the review on TripRater.com that you forwarded to
Answer Preview: 1. This is clearly a preventable problem. In this scenario, the POM department itself is re-sponsibl…

, Chapter: 1 -Problem: 5 >> The chapter briefly discusses career opportunities in the lodging industry. What progressively responsible positions would you like to attain? What would you need to do, beginning now, to prepare yourself for these positions?
Answer Preview: Career opportunities in the lodging industry are diverse. Numerous types of management positions ar…

, Chapter: 6 -Problem: 2 >> The balance sheet, income statement, and statement of cash flows each yield important pieces of information. To truly understand these documents, it is helpful to know what they cannot tell you. Using information in this chapter, consider some of the limitations of each of these three financial documents.
Answer Preview: The income statement, the balance sheet, and the statement of cash flow are three major financial statements that show the status of a hotels financial performance and worth. As the text notes, the in…

, Chapter: 14 -Problem: 4 >> Traditionally, management companies have been paid a monthly fee (usually a percentage of gross rooms revenue) to manage a hotel. More recently, management fees are tied to actual hotel performance as measured by RevPAR indexes generated by the STAR Report (see Chapter 8 ). Critics of this newer approach contend that, while the STAR Report measures the sales ability of the management team, it does
Answer Preview: Traditionally hotel management companies receive a predetermined monthly fee (usu-ally a percentage of gross rooms revenue) from the hotel's owners in …

, Chapter: 6 -Problem: 1 >> 1. What would be other clues that the AP system is in need of review? 2. Which individuals within the hotel need to be involved in this review process? 3. What would be the likely consequence(s) if you do not institute the review? After learning that the controller’s office paid an invoice for some office supplies that had never actually been delivered to the hotel, the GM of the Sand Castle hotel
Answer Preview: 1. The proper management of a hotels accounts payable (AP) system is essential to safeguard a hotels …

, Chapter: 13 -Problem: 1 >> 1. If further investigation reveals the individuals identified had never been in a situation where there was a prior theft allegation, what would you advise Isabella to do? 2. If further investigation reveals both individuals identified had been in a room where there was a prior theft allegation, what would you advise Isabella to do? 3. If further investigation reveals that only one of the individ
Answer Preview: 1. This question raises an issue that is often faced by hotel general managers. That issue is one of suspected theft by one or more hotel employees. I…

, Chapter: 5 -Problem: 1 >> 1. What are specific steps Ashley and her management team can take to ensure that the hotel retains its best staff and can effectively recruit for the employees it will need in the future? 2. How important is employee compensation in this process? 3. What do you believe makes employees decide to stay at current jobs or move to new ones? Ashley Majors was the hotel GM, and she was just beginning th
Answer Preview: 1. The GM and her team of managers will have a difficult time ahead of them if, for the first time, …

, Chapter: 3 -Problem: 2 >> Tremendous technological advancements continue each day in the hotel industry. Which department in a hotel do you believe have been most affected by technological advancements during the past 10 years? Why? Did you find that your lack of knowledge about specific areas within a hotel resulted in your believing that few technological advances occurred in that area? How can effective GMs prevent thes
Answer Preview: This question asks about departmental areas that students believe have been affected most by technol…

, Chapter: 5 -Problem: 3 >> Some GMs feel job descriptions are a waste of time. Others believe accurate job descriptions are critical to a hotel’s staffing success. Think of two jobs you have held. Did you receive a job description for either of them? If not, would a description have been helpful?
Answer Preview: Job descriptions indicate what a position incumbent does by focusing on the …

, Chapter: 7 -Problem: 2 >> Some individuals feel room rates should not be increased significantly when room demand is high. Why do you think they feel that way? What would you say to a regular guest who called you to complain that the room rate she was quoted for her next stay was 50% higher than the rate she paid on her last visit? Assume you have forecasted a guaranteed sellout for the dates requested by that guest.
Answer Preview: This question asks students to consider the entire concept of yield management as an effective opera…

, Chapter: 9 -Problem: 4 >> In most hotels, FOMs are responsible for transient room sales while the DOSM is responsible for group sales. As a GM, what factors would you use to determine the proportion of your rooms that should be reserved for transient sales versus group sales when the demand for both is forecasted to exceed the supply of rooms available on a specific date(s)?
Answer Preview: Address conflicting demands between transient and group room allocation, a very common challenge in …

, Chapter: 1 -Problem: 1 >> How can persons decide the type of hotel they would like to work in? This question can be answered by thinking about numerous factors. These include:Unique characteristics applicable to the management of a large urban property versus an isolated resort facilityPreferences of guests renting rooms for $75 per night versus $550 per nightSpecial management concerns in a property with 100 rooms and one
Answer Preview: Career advancement in limited-service hotels can occur more rapidly while career advancement in larg…

, Chapter: 3 -Problem: 1 >> 1. Which professional skills would likely be the most important for her if Shana chose to accept the select-service hotel job? 2. Which professional skills would likely be the most important for her if Shana chose to accept the full-service hotel job? 3. What personal lifestyle-related issues would you advise Shana to consider as she evaluates the two job options? Shana Alexander is a soon-to-be g
Answer Preview: 1. Managers of select-service hotels often deal directly with guests and certainly must develop clos…

, Chapter: 5 -Problem: 2 >> Many jobs in one hotel are similar to those in another. Assume that the compensation including benefits in your hotel and that of a nearby competitor were identical. Identify three features you as a GM could ensure existed in your hotel to make your property competitive with the other potential employer.
Answer Preview: Some motivation theories assume that adequate compensation from the …

, Chapter: 15 -Problem: 1 >> 1. What would be your perception of the situation that confronts Jae Min and other women employees of the hotel? 2. What, if anything, might you be able to do about the situation? 3. What, if anything, could you do to reduce the impact of the situation on the hotel’s recruitment efforts for entry-level and lower-level management positions? Jae Min was an excellent student at the University in the
Answer Preview: 1. If the executive is from the United States, he or she will likely be frustrated with the situa-tion that exists and will want to promote the very b…

, Chapter: 10 -Problem: 1 >> 1. What do you think Elliot should tell Scarlet Rose? 2. What should be done to solve her problem now? 3. What should be communicated to the other departments involved in the problem? “It isn’t fair,” Scarlet Rose, the executive housekeeper, said to Elliot Cook, the hotel’s GM. “My staff cleans the men’s employee locker room every day, but just look at this!” Elliot carefully inspected the area. T
Answer Preview: 1. Numerous issues can be of concern when a high-level manager in an independently-owned hotel considers a move to a large hotel management company. T…

, Chapter: 3 -Problem: 1 >> A GM has responsibilities to guests, employees, owners, and, of course, to themselves. What are some reasons these interests might come into conflict? If that were to happen to you, whose interests would you consider to be the most important? Why?
Answer Preview: The chapter clearly indicates that a GM performs multi-functional tasks, and often has a liaison role among guests, employees, and owners. This questi…

, Chapter: 1 -Problem: 2 >> If you were a GM, what kind of guest relations training would you provide to your employees? What are some principles you would incorporate into the training?
Answer Preview: The importance of consistently delivering guest service. Guest relations training should begin at or…

, Chapter: 7 -Problem: 4 >> The amount of marketing dollars spent promoting a specific distribution channel will typically affect the capacity of that channel to generate revenues for a hotel. Consider the Web and your group sales team as two distinct distribution channels. What factors might influence you as a GM to increase funding of your Web-based efforts. What factors might result in increased funding for the members of
Answer Preview: Factors that are likely to be considered when increasing funding for Web-based marketing efforts inc…

, Chapter: 7 -Problem: 1 >> Ultimately, GMs are responsible for maximizing the revenue-generating potential of their hotels. The work of the revenue manager has a big impact on a hotel’s capacity to increase revenues. In smaller properties, the GM may actually assume the role of revenue manager. In large properties, several individuals may be needed to accomplish all of the required revenue-management tasks. Explain two adva
Answer Preview: This question asked students to identify advantages that result when general managers of smaller, an…

, Chapter: 11 -Problem: 1 >> This chapter has identified some similarities and differences between F&B operations in hotels and restaurants. What are some advantages and disadvantages to an F&B career in hotels versus restaurants?
Answer Preview: The text emphasizes that the basic principles of managing food and beverage operations in hotels and …

, Chapter: 3 -Problem: 1 >> 1. Whose role is it to persuade the owners on the expenditure required to implement the new standard?2. What would you advise Jackson to do to help make the case for the improvement?3. What specific skills will Jackson likely need to achieve the goal of properly communicating the property’s need for this franchisor-mandated guest room enhancement?4. Where might Jackson have obtained these needed s
Answer Preview: 1. You need to understand that complying with franchise requirements is primarily the responsibility …

, Chapter: 14 -Problem: 1 >> Some GMs believe they can best further their careers by choosing to manage only hotels affiliated with a specific brand (i.e., Hyatt, Westin, Hilton, and so on). Other GMs believe they are most marketable if they have experience managing several different hotel brands. Assume you were a hotel owner. Which type of GM do you think would be most valuable to your hotel? Why?
Answer Preview: This question asks students to consider the types of general managers that are most marketable. That …

, Chapter: 12 -Problem: 3 >> Often, repair and maintenance costs are highest when occupancy rates are lowest. This is true because much repair and maintenance work (for e.g., damaged ceiling repair) can only be done when guest rooms are empty for extended periods. This makes POM costs highest when hotel revenues are lowest. What steps can managers take to minimize this effect?
Answer Preview: There are several steps management can take to minimize the fact that POM costs are often highest (d…

, Chapter: 8 -Problem: 1 >> 1. If you were Amanda, what are the sales-related factors that would influence your final decision? 2. If you were Amanda, what nonsales-related factors would influence your decision? 3. Would it be important to know how other hotels in your market area were thinking about this issue? If so, how would you find out? “What’s wrong with being first? We should be proactive, not reactive,” said Jenny R
Answer Preview: 1. Sales-related factors significant in this situation include those related both to customers and t…

, Chapter: 9 -Problem: 1 >> 1. Assume you were Frederick, what do you think of Aliyanna’s proposed policy? 2. Do you think Aliyanna’s policy is fair to all arriving guests? Explain your answer. 3. Do you think the room assignment currently in place, or Aliyanna’s proposed new policy would be best for optimizing the hotel’s revenue in the long term? Why? “So how has your first week gone?” asked Frederick Jackson, GM of the Ro
Answer Preview: 1. Student responses to this question will no doubt vary. Instructors should encourage students to t…

, Chapter: 4 -Problem: 1 >> This chapter indicates GMs require conceptual, interpersonal, administrative, and technical skills to be effective. It also provided an example of each type of skill. What are three additional examples of each type of skill? Which type of skill do you feel is the most important? Why?
Answer Preview: General managers need four basic types of skills (conceptual, interpersonal, administrative, and tec…

, Chapter: 1 -Problem: 1 >> 1. What might the hotel offer to the couple currently occupying the bridal suite to encourage them to move to another room? 2. What might the hotel offer the arriving couple as an incentive to select another room? 3. What would you recommend Sofianna to do to solve this dilemma? Sofianna Pastrana accepted a GM’s position offered by a hotel management company at a property with a great staff and a
Answer Preview: 1. Hopefully, the response to this challenge is not determined only on the basis of this conversatio…

, Chapter: 14 -Problem: 2 >> Some hotel managers believe the “brand” name on a hotel is critical to its success whereas others feel profitable hotels can still be operated as independents or that the brand name on the hotel is actually less important than it once was. What do you believe are the major obstacles faced by independent hotels? How can an effective management team overcome these? Do you believe the trend toward an
Answer Preview: Independent hotels face several critical operating challenges. This is an important con-cept to communicate to students, however, it should first be m…

, Chapter: 8 -Problem: 4 >> A hotel’s efforts in social media can be designed to serve a number of purposes from the dissemination of news and information, to the answering of customer questions, to simply engaging with a specific community of users. As a GM, how would you establish objectives for your social networking efforts and how might you go about measuring your achievement of those objectives?
Answer Preview: Increasingly, consumers look to online reviews of a hotels performance prio…

, Chapter: 15 -Problem: 1 >> 1. If you were the expatriate GM, what would you do about “Bula Ben”? 2. What might cause Bula Ben to act without approval? 3. What, if any, critical concerns might these “problem” examples suggest about the property’s management and leadership procedures? Chermo was the new GM at a world-class resort that was part of a multiunit hotel group that had just opened on an island in the South Pacific.
Answer Preview: 1. The expatriate GM might initially think that the supervisor (Bula Ben) was simply working within …

, Chapter: 3 -Problem: 4 >> Some practicing GMs elect to pursue four-year or higher degrees that they believe will assist in their career advancement. What are some of the advantages and potential disadvantages of such a career advancement strategy? What alternatives would you suggest to a GM whose geographic location prevents such an approach?
Answer Preview: The chapter addresses three different ways to develop skills needed to become a GM. These include 1) formal education offered by two-year programs, four-year programs, and advanced degrees; 2) on-the-…

, Chapter: 12 -Problem: 2 >> Lawn care is a good example of the many maintenance tasks that can be done in house or contracted to an outside vendor. Assume you operate a 350-room hotel with 3 acres of total lawn and landscape area. Prepare a list of questions you would ask a potential provider of lawn and landscape services. What factors would most influence your decision to select an outside vendor for your lawn and landscap
Answer Preview: While the principles that are involved relate to many similar issues, this question ad-dresses outso…

, Chapter: 4 -Problem: 1 >> 1. What should Juanita do now? What, if any, difference does it make if Mr. Donito is a frequent guest? 2. Should the police be called in response to this (alleged) guest theft? Why or why not? 3. How would Juanita ensure that room attendant reporting the theft was not involved? “They are in his car,” said the room attendant. “I saw him take the two desk lamps out of his suite and put them in his
Answer Preview: 1. The general managers actions should not depend on whether a guest who has potentially stolen hotel property is a first-time or frequent guest. The …

, Chapter: 5 -Problem: 5 >> Some hotels have very different employment policies in place for their salaried and hourly workers. In addition to the fact that pay is generally higher for salaried employees, what other specific benefits do you believe are appropriate for salaried staff, but not, perhaps, for hourly paid staff?
Answer Preview: In the hospitality industry, newly hired or promoted salarie…

, Chapter: 8 -Problem: 1 >> The distinctions between the terms sales and marketing are as many as there are authors writing about the topics. Find at least three books devoted to the sales and marketing area and compare the definitions of these two terms in each book. How would you define the difference between sales and marketing? Why do you think the HSMAI is titled as it is, rather than as the Hospitality Marketing and Sa
Answer Preview: Student answers to this question will vary based on the textbooks they have selected for their resea…

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7 Reviews for Hotel Operations Management Textbook Questions And Answers