NATIONAL OPEN UNIVERSITY OF NIGERIA
14/16 AHMADU BELLO WAY, VICTORIA ISLAND, LAGOS
SCHOOL OF MANAGEMENT SCIENCES
MARCH/APRIL 2014 EXAMINATION
COURSE CODE: HCM 438
CREDIT UNIT: 2
COURSE TITLE: Hotel Supervision and Quality Control
TIME ALLOWED: 2hrs
Instructions: 1. Attempt question Number one (1) and any other two (2).
2. Question number 1 is compulsory and carries 30 marks, while the other questions carry 20 marks each
3. Present all your points in coherent and orderly manner
1a. Explain the term ‘Supervision’
b. List the qualities of a good Supervisor
c. State: i. the types of Supervision.
ii. the foci of Supervision.
d. List ten (10) benefits of staff planning.
2.a. List the styles of leadership.
b. Discuss any two of the under listed:
i. Autocratic leadership
ii. Bureaucratic leadership
iii. Charismatic leadership
iv. Democratic leadership
3a i.What is staff planning?
ii. State the reasons and key elements of staff planning.
b. State the types of recruitment and list eight (8) advantages of internal recruitment.
4a. i.Define quality control and list the types.
ii. State the benefits of quality control.
b. State the three major expectations of any customer taking part in a service encounter
in the hospitality industry.
5a. Define quality Management and state the reasons for quality management.
b. What is quality management system?
List ten (10) elements of quality management system.
c. i. Explain the term ‘Competitive Advantage’
ii. List the five “competitive force”.
You can get the exam summary answers for this course from 08039407882
Check anoda sample below
