GHOP4053 CONFIDENTIAL 4UUM Universiti Utara Malaysia FINAL EXAMINATION FIRST SEMESTER 2013/2014 SESSION COURSE CODE/NAME : GHOP4053 / HOSPITALITY SEMINAR DATE/DAY : 29 DECEMBER 2013 (SUNDAY) TIME 2,30 — 5.00 P.M. (2% HOURS) VENUE : DSB K.TM INSTRUCTIONS : 1. This examination paper contains FIVE (5) questions in ONE (1) printed pages excluding the cover page. Answer ALL question in the given answer booklet. You are NOT ALLOWED to bring this examination paper out from the examination hall 2. 3. MATRIC NO. : [ (in words ) (in numbers ) IDENTIFICATION CARD NO. | | | l LECTURER’S NAME : GROUP C TABLE NO.: DO NOT OPEN THIS EXAMINATION PAPER UNTIL INSTRUCTED CONFIDENTIALGHOP4053 HOSPITALITY SEMINAR Answer ALL questions. Question 1 Discuss how the FIVE (5) major trends in hospitality industry have impacted hotels in Malaysia. (20 Marks) Question 2 Developments during the past few years have brought about changes in hotel ownership. Discuss FOUR (4) main reasons why it is more feasible to engage with a management company as compared to running a hotel independently. (20 Marks) Question 3 There are TWO (2) ways of growth strategies that can be used by a hospitality organisation. Analyse both strategies by applying them to any hospitality organisation that you are familiar with. (18 Marks) Question 4 Managing a hotel is a very stressful task. Discuss how a hotel manager could manage stress using the SIX (6) stress management tactics in managing a smooth hotel operation. (18 Marks) Question 5 Managing service encounters are paramount in providing quality service in a hospitality organisation. Analyse the 6S approach with regards to the hospitality industry. (24 Marks) END OF QUESTIONS