NATIONAL OPEN UNIVERSITY OF NIGERIA
University Village, NnamdiAzikiwe Expressway, Plot 91, Cadastral Zone, Jabi, Abuja
Faculty Agricultural Sciences
…………… Semester POP Exam Question ……(Month, Year)
Course Title: HOTEL SUPERVISION AND QUALITY CONTROL
Course Code: HCM 438
Credit Unit: 2
Total Score: 70 Marks
Time Allowed: 2 Hours
INSTRUCTION:
Answer Compulsory question 1 (25marks) and any 3 questions (15marks each)
1a. Define staff planning and state the reasons and key elements of staff planning. (10mks)
b. List eight (8) benefits of staff planning (8mks)
c. State the types of recruitment and list five (5) benefits of internal recruitment. (7mks)
2ai. Define quality control and list the types. (3mks)
ii. State the three major expectations of any customer taking part in a service encounter in the
hospitality industry. (6mks)
b. State the benefits of quality control (6mks)
3a. Discuss the general principles of hotel training (11½mks)
b. Itemize the stages of the training process (3½mks)
4a. Explain the term ‘Supervision’ (5mks)
b. State: i. the types of Supervision. (3mks)
ii. five (5) foci of Supervision (5mks)
c. List the qualities of a good Supervisor (2mks)
5ai. Explain the term ‘Competitive Advantage’ (1½mks).
ii. List the five “competitive force”. (2½mks)
bi. What is quality management system? (1½mks)
ii. List six (6) elements of quality management system. (3mks)
c. Define quality Management and state five (5) reasons for quality management. (6½mks)
6. Categorize the barriers to communication and discuss any four (4) of them (15mks)
You can get the exam summary answers for this course from 08039407882
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