Meeting Guest Expectations + Ch2 + Test Questions & Answers - Hospitality Organizations 2e Test Bank by Robert C. Ford. DOCX document preview.
CHAPTER 2: Meeting Guest Expectations through Planning
Testbank
True/False
- While a strong brand name is important to a business, it can be a disadvantage if it has negative associations in certain markets.
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: The Brand Image
Difficulty Level: Medium
- If any change is forecast, an organization should reinvent itself and learn new core competencies.
Learning Objective: LO 2.1.Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Reinventing the Industry
Difficulty Level: Easy
- A design day is used to decide which day of the year to build for when determining the design capacity of an attraction or facility.
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Design Day
Difficulty Level: Easy
- Yield management is an important capacity-planning concept for companies with non-perishable commodities.
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Yield Management
Difficulty Level: Easy
- Successful managers must have two skills or qualities: management ability and a service orientation.
Learning Objective: LO 2.5 Describe the process to determine core competencies.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Core Competencies
Difficulty Level: Easy
- The ability to imagine a future market opportunity that is currently unpopulated with competitors is called “Blue Ocean Strategy.”
Learning Objective: LO 2.6 Describe the importance of a mission and vision statement in focusing the strategic plan on the best way to fit core competencies with strategic premises.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Vision Statement
Difficulty Level: Easy
- Some companies employing a low-price strategy still provide excellent customer service.
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: A Lower Price
Difficulty Level: Easy
- When evaluating an organization’s core competencies, customers must first be informed about the results of previous surveys.
Learning Objective: LO 2.5 Describe the process to determine core competencies.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Internal Assets
Difficulty Level: Medium
Learning Objective: LO 2.7 State the importance of including the key drivers of guest satisfaction in the planning process.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Service Strategy
Difficulty Level: Easy
- Generation Z is comprised of those born in the year 1997 or later.
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Generation X, Generation Y or the Millennials, and the Next-Gens
Difficulty Level: Easy
- The five key areas in which action plans should be established are Management, Sales, Capacity Utilization, Finance, and Marketing.
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Action Plans
Difficulty Level: Easy
- Good plans attempt to bring rationality and stability to the organization’s operations and efforts.
Learning Objective: LO 2.10 Recall that while plans are necessary, organizations must be ready and capable of change.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Uncertain Future
Difficulty Level: Medium
- An excellent service strategy will emphasize providing value to guests above all; not far behind will be an emphasis on providing quality.
Learning Objective: LO 2.7 State the importance of including the key drivers of guest satisfaction in the planning process.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: 3 Generic Strategies
Difficulty Level: Medium
- The organization’s mission statement articulates the organization’s purpose.
Learning Objective: LO 2.6 Describe the importance of a mission and vision statement in focusing the strategic plan on the best way to fit core competencies with strategic premises.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Vision and Mission Statements
Difficulty Level: Easy
- The organization’s mission statement will include, at a minimum, the following three elements: what the company does, who they do it for, and how they benefit society.
Learning Objective: LO 2.6 Describe the importance of a mission and vision statement in focusing the strategic plan on the best way to fit core competencies with strategic premises.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Mission Statements
Difficulty Level: Medium
- Core values are not part of the mission statement.
Learning Objective: LO 2.6 Describe the importance of a mission and vision statement in focusing the strategic plan on the best way to fit core competencies with strategic premises.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Mission Statements
Difficulty Level: Easy
- Because hospitality services are largely intangible, having a strong brand image is very important in the hospitality field.
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Brand Image
Difficulty Level: Easy
- Differentiation means to scrap the old strategic plan and build a different one.
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: A Different Product
Difficulty Level: Medium
- An example of finding a special niche would be to target a market by lowering the cost of the service product.
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: A Special Niche
Difficulty Level: Medium
- Although strategic planning is traditionally viewed as a management prerogative, more hospitality organizations are including their employees in planning.
Learning Objective: LO 2.9 Recognize the value added to the planning process by including those affected by the plans.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Involving Employees in Planning
Difficulty Level: Medium
- According to Michael Porter, three service strategies include a lower price, a differentiated product, and finding a market niche.
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Generic Strategies
Difficulty Level: Easy
- Scenario planning and the Delphi technique are quantitative forecasting techniques.
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Knowledge
AACSB: Contexts of organizations in a global society
Answer Location: Assessing the Environment
Difficulty Level: Medium
- The best of strategic plans may have to be changed, because the future is uncertain.
Learning Objective: LO 2.10 Recall that while plans are necessary, organizations must be ready and capable of change.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Uncertain Future
Difficulty Level: Easy
- Three important factors that will influence future hospitality organizations are changing technology, the entry of Generation Y into the workforce, and changes in market segment definitions.
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Comprehension
AACSB: Contexts of organizations in a global society
Answer Location: Demographics
Difficulty Level: Medium
- Some factors that will affect future hospitality organizations are predictable and simple, like estimating how many teenagers will be available for work in ten years.
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Knowledge
AACSB: Contexts of organizations in a global society
Answer Location: Managerial Implications of Generation Y in the Workforce
Difficulty Level: Easy
- The organization draws conclusions about the future, uses the conclusions to make assumptions called strategic plans, and then bases its strategic premises on the strategic plans.
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Introduction
Difficulty Level: Medium
- Today’s forecasting tools are powerful enough to sufficiently replace managerial judgment.
Learning Objective: LO 2.3 Identify the key external and internal factors that must be examined for successful planning.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Lessons Learned
Difficulty Level: Medium
28. The internal assessment allows the organization to identify its opportunities and threats as part of a long-term planning process.
Learning Objective: LO 2.2 Explain how the elements of the organizational planning cycle result in the establishment of the hospitality organization’s overall strategic plan and service strategy.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Looking Within
Difficulty Level: Medium
29. Qualitative forecasting tools use subjective information used to make projections.
Learning Objective: LO 2.3 Identify the key external and internal factors that must be examined for successful planning.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Forecasting
Difficulty Level: Easy
30. Past performance is always a great measure of future performance.
Learning Objective: LO 2.3 Identify the key external and internal factors that must be examined for successful planning.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Forecasting
Difficulty Level: Easy
31. Predicting the economic impact of a new technology on the hospitality industry is a fairly simple challenge for qualified researchers.
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Predicting the Competitive Environment
Difficulty Level: Medium
32. Hotel Roberto will be the highest guest rated, state-of-the-art, 5-star, boutique hotel in the Nashville area is an example of a mission statement.
Learning Objective: LO 2.6 Describe the importance of a mission and vision statement in focusing the strategic plan on the best way to fit core competencies with strategic premises.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Vision Statement
Difficulty Level: Medium
33. The final step in the service strategy is to figure out how the service delivery system makes the service product available to the guest.
Learning Objective: LO 2.7 State the importance of including the key drivers of guest satisfaction in the planning process.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Determining the Delivery-System Strategy
Difficulty Level: Easy
34. The management performance plan includes the idea that what gets managed gets measured and what gets measured gets done.
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Management Performance Plans
Difficulty Level: Medium
35. If turnover is seen as a potential issue in implementing a new service strategy, then a retention strategy to keep productive employees should also be implemented.
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Employee Hiring, Training, and Retention Plans
Difficulty Level: Medium
36. All action plans in the strategic planning process require funds. Therefore, a plan needs to be put in place to strategically use those funds.
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Financial Budget Plans
Difficulty Level: Medium
37. Managerial performance plans and marketing plans should be considered individually and as part of the entire strategic plan.
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Action Plans as an Integrated Whole
Difficulty Level: Easy
38. The very plans that make a company competitive under one set of circumstances can make it uncompetitive if the management does not pay attention and react to changes in the marketplace.
Learning Objective: LO 2.10 Recall that while plans are necessary, organizations must be ready and capable of change.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Uncertain Future
Difficulty Level: Easy
Multiple Choice
39. A strong brand promise
- reduces customer uncertainty
- encourages brand preference
- guarantees customer loyalty
- ensures quality service
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Brand Image
Difficulty Level: Easy
40. The mission statement articulates
a. the organization’s market position
b. the organization’s purpose and reason for existence
c. the organization’s hopes for the future
d. the organization’s five-year plan
Learning Objective: LO 2.6 Describe the importance of a mission and vision statement in focusing the strategic plan on the best way to fit core competencies with strategic premises.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Vision and Mission Statements
Difficulty Level: Easy
41. The vision statement articulates
a. the organization’s market position
b. the organization’s purpose and reason for existence
c. the organization’s hopes for the future
d. the organization’s five-year plan
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Vision and Mission Statements
Difficulty Level: Easy
42. An example of a low-cost forecasting technique is
a. times series models
b. scenario development
c. econometric models
d. multiple regression
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Exhibit 2-3
Difficulty Level: Easy
43. Building physical capacity based on selecting a lower percentile day will NOT have a negative impact on
- customer satisfaction
- revenue
- long-term attendance growth
- cost
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and Processes in Organizations
Answer Location: The Design Day
Difficulty Level: Medium
44. The ______ assessment leads to the generation of strategic premises about the future environment, while the ______ assessment leads to a redefinition or reaffirmation of organizational core competencies.
a. external; internal
b. internal; external
c. environmental; SWOT
d. SWOT; environmental
Learning Objective: LO 2.2 Explain how the elements of the organizational planning cycle result in the establishment of the hospitality organization’s overall strategic plan and service strategy.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Hospitality Planning Cycle
Difficulty Level: Medium
45. Generation Y consists of those born from
- 1977 to 1997
- 1997 to present
- 1985 to 2000
- 1942 to 1976
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Knowledge
AACSB: Contexts of organizations in a global society
Answer Location: Generations X, Y or the Millenniums and the Next gens
Difficulty Level: Easy
46. Which hotel segment is most likely to employ a market niche strategy?
a. economy
b. luxury
c. extended stay
d. all suites
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: A Special Niche
Difficulty Level: Easy
47. Fast-food companies shifting to more ethically sourced ingredients such as cage-free eggs are an example of what strategy?
a. low-price provider
b. differentiation
c. market niche
d. competitive pricing
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: A Different Product
Difficulty Level: Medium
48. With popular rides based on trademarked characters and films, Disneyland uses which strategy?
a. low-price provider
b. differentiation
c. market niche
d. competitive pricing
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Combining Strategies
Difficulty Level: Medium
49. As a low-cost carrier known for outstanding service, Southwest Airlines uses which strategy?
a. low-price provider
b. combined low cost and high value
c. market niche
d. Brand Image
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Combining Strategies
Difficulty Level: Medium
50. Vegan restaurants are a good example of which strategy?
a. low-price provider
b. differentiation
c. market-niche
d. brand image
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Special niche
Difficulty Level: Easy
51. A company using a ______ strategy looks for ways to distinguish itself from its competitors.
a. low-price provider
b. differentiation
c. market niche
d. brand image
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Differentiated Product
Difficulty Level: Medium
52. A company using a ______ strategy seeks to be the first to move into a market segment to meet an unfulfilled customer need.
a. low-price provider
b. differentiation
c. market niche
d. both B and C
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: A Special Niche; the difference between niche and differentiation
Difficulty Level: Easy
53. Imitation by competitors is a downside of which strategy?
- low-price provider
- differentiation
- brand image
- high value
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Three Generic Strategies
Difficulty Level: Medium
54. Regardless of strategy, the best way to maintain success is
a. provide better quality and value than your competitors
b. invest in good marketing campaigns
c. constantly innovate and look for new market niches
d. hire and retain quality employees
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: 3 Generic Strategies
Difficulty Level: Medium
55. The Delphi technique is best used for
a. scenario building
b. focus groups
c. brainstorming
d. forecasting sales
Learning Objective: LO 2.3 Identify the key external and internal factors that must be examined for successful planning.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Forecasting
Difficulty Level: Easy
56. Successful yield management is best described as
a. making sure that every room in the hotel is sold at full price or rack rate
b. maximizing utilized restaurant food and minimizing wasted food
c. managing the sale of capacity units to maximize their profitability
d. ensuring value is more than cost
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Yield Management and Revenue Management
Difficulty Level: Medium
57. A core competency is
a. the sum of all essential functions of an organization
b. defined by a company’s vision statement
c. what gives the company an important difference in providing customer benefits and perceived value
d. the financial strength of the company
Learning Objective: LO 2.3 Identify the key external and internal factors that must be examined for successful planning.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Core Competencies
Difficulty Level: Easy
58. A good example of a quantitative planning tool is
a. scenario planning
b. the Delphi technique
c. brainstorming
d. statistical forecasting
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Assessing the Environment
Difficulty Level: Easy
59. If an airline determines that food quality is not one of its core competencies, it should
a. improve the quality until it becomes a core competency
b. neglect food service in favor of focusing on other core competencies
c. look to accent its financial strength
d. it should sell its brand image
Learning Objective: LO 2.5 Describe the process to determine core competencies.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Core Competencies
Difficulty Level: Hard
60. Forecasting techniques are based on the idea that
a. the future is related to the past (Assessing the Environment; Quantitative Forecasting Tools)
b. the future can be predicted accurately
c. a good guess about the future is better that no guess at all
d. experts with the right tools can know the future with near certainty
Learning Objective: LO 2.3 Identify the key external and internal factors that must be examined for successful planning.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Forecasting
Difficulty Level: Medium
61. The design-day concept is based on the idea that
a. the organization has to decide how much quality to have available
b. guest demand is uncertain
c. one day is better than another
d. guest demand is predictable
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Design Day
Difficulty Level: Easy
62. According to Leonard Berry, the most important component of an excellent service strategy is a commitment to
a. Service
b. Quality
c. Value
d. Achievement
Learning Objective: LO 2.7 State the importance of including the key drivers of guest satisfaction in the planning process.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Developing the Service Strategy
Difficulty Level: Easy
63. When assessing future hospitality work, which statement is the most likely or accurate?
a. The next generation resembles the current generation in work ethic.
b. The next generation will be more psychologically motivated than the current generation.
c. The next generation of employees will be more diverse than the current generation.
d. Baby boomers will have minimal effect on the available workforce.
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Comprehension
AACSB: Contexts of organizations in a global society
Answer Location: Generation Y in the Workforce
Difficulty Level: Medium
64. Regarding the chapter’s strategic planning model, strategic premises are developed on the basis of
a. an environmental assessment
b. an internal audit
c. the organization’s most comprehensive vision
d. key performance indicators
Learning Objective: LO 2.1 Distinguish between the three generic strategies for positioning products and services.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Strategic Premises
Difficulty Level: Easy
65. Regarding the chapter’s strategic planning model, the internal audit seeks to identify
a. the important competitors in the marketplace
b. the organization’s core competencies
c. key drivers of the accounting department
d. ambient conditions.
Learning Objective: LO 2.5 Describe the process to determine core competencies.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Internal assets
Difficulty Level: Easy
66. A key driver is
a. a major force in the competitive environment
b. what differentiates a company from its competitors
c. something valued by a guest that drives guest satisfaction
d. the same as a core competency
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Determining the Service Product Strategy
Difficulty Level: Hard
67. Which of the following is an example of an action based on an internal assessment?
a. A restaurant adds smoothies to its menu after reading a report that Generation Z consumers appreciate freshness and customizability in menus.
b. A restaurant decides to open earlier on weekends after receiving many calls from customers trying to make brunch reservations.
c. A restaurant signs up with a third-party delivery service to compete with other restaurants on the service.
d. A restaurant decides to sign on and use UBER because all the competitors are increasing their revenue this way and there is no insurance cost to the restaurant.
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Analysis
AACSB: Systems and processes in organizations
Answer Location: Looking Within
Difficulty Level: Hard
68. Which three supplier types should be examined in an environmental forecast?
- land, labor, and capital
- resources, labor, and capital
- raw materials, finances, and entrepreneurship
- equity, assets, and perishables
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Comprehension
AACSB: Contexts of organizations in a global society
Answer Location: Changes in Other Relevant Groups
Difficulty Level: Medium
69. If the Hyatt Corporation were to take a stand on terrorism and institute a corporate-wide policy implementing security bag check-in at all hotels and deactivation of all side door key entry after hours; they would be responding based on
a. a terrorism threat
b. environmental assessment
c. internal evaluation
d. political event
Learning Objective: LO 2.2 Explain how the elements of the organizational planning cycle result in the establishment of the hospitality organization’s overall strategic plan and service strategy.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Looking Around
Difficulty Level: Medium
70. Which of the following issues is LEAST important in managing labor?
- Discipline
- Staffing
- Training and Development
- Motivation
Learning Objective: LO 2.4 Recognize the quantitative and qualitative tools used for forecasting in the hospitality environment—external and internal.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Labor Market
Difficulty Level: Medium
71. In a design day capacity for an amusement park, when the capacity is ______, the quality of the experience is ______.
a. met; at a high
b. exceeded; diluted
c. empty; high
d. met; increased
Learning Objective: LO 2.8 Describe a planning model, showing how components are tied together and action plans are developed.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Design Day
Difficulty Level: Medium