HOSPITALITY MANAGEMENT

Email: smu.assignment@gmail.com

Mob: +919741410271 / +918722788493

Section A:

True and False:

1. ADA stands for……………………………

2. NOT stands for National Offices of Tourism.

3. Management contracts have been responsible for the hotel industry’s rapid boom since the 1960s.

4. High-speed Internet service is free form of information technology that these businesses can utilize.

5. One of the most crucial IT decisions is choosing the right POS system.

6. Forecasting is the prediction of present outcomes.

7. The top independent restaurant in terms of sales is the Tavern on the Green in New York City, which opened in 1976.

8. A fine dining restaurant is one where a good selection of seat arranged is offered.

9. Terms to understand in B&I foodservices are contractors, self-operators, & Liaison personnel.

10. Every manager must function as a leader, motivating and encouraging employees is called spokesperson role.

Section B: Caselets

Caselet 1

Airline Commission Caps

Travel agents have begun legal action and public campaigns to combat several airlines’ decisions to lower commissions for writing tickets, and have warned of higher ticket costs if other airlines follow. Most U.S. airlines have lowered the commission rate on tickets for domestic flights to a $20 cap for a round-trip fare. International commissions also fell and vary from airline to airline. As consumers begin to balk at rising prices and Wall Street presses for continued earnings growth, airlines must cut costs by turning to their second largest expense, the $12 billion spent annually for costs such as travel agent commissions. It has become clear that airlines can do nothing about fuel prices management has any power over is the area of distinction expenses. American Express Corporate Services Agencies, which books mostly business travelers, warned that if other airlines follow suit, some travel agencies will go out of business. That would send more businesses to airlines’ reservation agents, who do not offer the lowest available fares from all carries, or could result in travel agents passing costs along to consumers. The American Society of Travel Agents, which represent 24,000 agents, and The Association of Retail Travel Agents, a trade group that represents 4,000 travel agents, have announced they will seek U.S. congressional approval to allow small, “business-sized” travel agents to bargain collectively with the major airlines and to steer customers to “friendly” airlines when negotiating fails. The associations believe that the cut in commissions in less than three years is a slap in the face. After the introduction of the initial cap of $25 for one-way domestic tickets and $50 for round-trip tickets, many agents complained caps would eliminate jobs and reduce earnings. A class action lawsuit followed on behalf of 33,000 travel agents, alleging price fixing. Some travel agents also steered customers away from other airlines such as Delta in retaliation. In September 1996, American, Delta, Northwest, and United agreed to pay $72 million in cash to settle the lawsuit.

Questions:

1. If you owned a travel agency, what would your reaction to the reduced commission cap be?

2. What options would you consider?

Caselet 2

Java Coffee House

Michelle Wong is manager of the Java Coffee House at a busy location on Union Street in San Francisco. Michelle says that there are several challenges in operating a busy coffeehouse, such as training staff to handle unusual circumstances. For example, one guest consumed a cup of coffee and ate two-thirds of a piece of cake and then said he didn’t like the cake. Another problem is suppliers who quote good prices to get her business and then, two weeks later, raise the price of some of the items. Michelle says that young employees she has at the Java Coffee House are her greatest challenge of all. According to Michelle, there are four kinds of employees – lazy; good, but not responsible; those who steal; and great ones who are no trouble.

Questions:

1. What are some suggestions for training staff to handle unusual circumstances?

2. How do you ensure that suppliers are delivering the product at the price quote?

Section C: Applied Theory

1. Looking to the future, which is the best organization structure for a theme park? A fifty-room resort? A mid-priced Italian restaurant? An economy 100 room hotel? A 3,000-room casino hotel?

2. Depict the main obstacles that exist when motivating low-level employees, such as the housekeeping staff of a hotel. Give specific examples. What is different from this situation versus motivating professional, such as the head chef?