Question 1:

(a) Describe briefly the services/operations included in the Rooms Division Management of a first class hospitality establishment.

(b) Discuss the key concepts that a unit manager would apply to manage service quality at his unit

Question 2:

(a) Discuss the importance of culture in hospitality management.

(b) Discuss the necessity to have a management and corporate culture within the tourism and hospitality industry.

Question 3:

(a) What are the elements determining a tourism product?

(b) Which sectors and services of the hospitality industry are closely related to the sectors and services of the tourism industry?

Question 4:

Describe the following concepts:
(i) Managerial environment
(ii) Total Quality Management