| St. Joseph’s College of Commerce (Autonomous)
End Semester Examination- MARCH / April 2015 |
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| B.COM (T.T)- II sEMESTER | ||
| C2 12 204 : HOSPITALITY MANAGEMENT | ||
| Duration: 3 Hours Max. Marks: 100 | ||
| SECTION – A | ||
| I) | Answer ALL the questions. Each carries 2 marks. (10×2=20) | |
| 1. | Give at least two purposes for a hotel to be structured organizationally. | |
| 2. | Name four international hotel chains in India. | |
| 3. | Mention some of add on facilities provided by restaurants. | |
| 4. | How are star hotels and heritage hotels categorized in India? | |
| 5. | What is Institutional catering? | |
| 6. | What comes under minor revenue departments of a hotel? | |
| 7. | What is a coffee shop? | |
| 8. | What do you know about Palace on wheels? | |
| 9. | What is a B&B inn? | |
| 10. | Expand -TAAI, HRACC, HAI and FHRAI | |
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SECTION – B |
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| II) | Answer any FOUR questions. Each carries 5 marks. (4×5=20) | |
| 11. | List at least eight safety and security measures that have to be taken by a three star hotel. | |
| 12. | Banquets department is a major revenue area within F&B division. Hence, explain the organization structure of the Banquets division in any hotel. | |
| 13. | How does one understand the warmth of hospitality in the cultural settings of India? | |
| 14. | How can hotel managers show effectiveness in understanding their respective organizations? | |
| 15. | How are independent guest houses different from home stays? Explain. | |
| 16. | Enumerate the factors influencing pricing decisions in the hospitality sector. | |
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SECTION – C |
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| III) | Answer any THREE questions. Each carries 15 marks. (3×15=45) | |
| 17. | Explain the role of public relations in managing hospitality. | |
| 18. | Summarize the contributions of Howard Johnson, Harland Sanders, Ray Kroc and Kommons Wilson towards the building of complex hospitality systems. | |
| 19. | How are hotel properties classified on the basis of price, function and location? | |
| 20. | Explain the challenges confronting the hospitality industry. | |
| 21. | Mr. Radheshyam plans to invest Rs.15 crores into the hotel business. Help him understand the stages involved in starting a hotel and how can he go about marketing it. | |
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SECTION – D |
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| IV) | Case Study (15 marks) | |
| 22. | Mr. Dhanwani, a 25 year old commerce graduate from Baroda, established Hotel King’s Palace in 2000 at Baroda. He went for an informal training at Hotel Oberoi, Mumbai which gave him a feel of the intricacies of the hotel industry. The hotel enjoyed reasonably good response which motivated him to go for an expansion. In the year 2005, he chose Indore to start his new branch as it was a commercial city with many upcoming industrial projects without well-developed hospitality industry. By the time King’s Palace began with the operations, Queen’s Hotel, a big name had already kicked off its operations. In order to change the mindset of the people, he made King’s Palace club operational and opened it to common men unlike other clubs which were restricted to members only. Then he made the hotel functional with 42 rooms. However, they could not satisfy the customers and earned a bad name for their food. While taking the stock of his investments, Mr. Dhanwani found that the investments were not path-breaking and he had to have 35% of the market share even for break even. Hence as a strategic move, they started offering packages for wedding banquets, which was a market not tapped by any hotel in Indore. It made affordable for common man to arrange parties at grand scale. A large number of people visited the hotel and had the real feel of the services. Feedback was collected regularly. Complementary services like free pick up and drop, tariff inclusive of breakfast etc.., were provided. In 2007, 40 luxurious rooms with additional facilities like PC, internet, music and movie banks were introduced and christened as the Grand. Besides, they also sponsored celebrities at the hotel and published their comments. This lead to a soft, gentle shift of elite from Queen’s Hotel to King’s Hotel. Despite all these efforts, they were able to grab just 38% of market share.
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