南開大學(xué)22年春學(xué)期《前廳部運(yùn)營與管理（一）（二）（EI雙語）》在線作業(yè)平時(shí)作業(yè)-00001

1、-本頁為預(yù)覽頁P(yáng)AGE15-本頁為預(yù)覽頁-本頁為預(yù)覽頁22春學(xué)期（高起本：1509、1603、1609、1703）前廳部運(yùn)營與管理（一）（二）（EI雙語）在線作業(yè)-00002第1題. The front office manager and the human resources manager of the Metro Convention Hotel plan to meet and develop selection criteria that will help the hotel hire the best job applicants for open front office p

2、ositions. Their work will affect which of the following management functions the most? ( )選項(xiàng)A：evaluating選項(xiàng)B：leading選項(xiàng)C：controlling選項(xiàng)D：staffing參考答案：D第2題. David works as a bell attendant and as a front desk agent at the 400-room Horizon Hotel. Working two different positions helps him maintain full-ti

3、me employment status at the hotel and brings variety to his work. The front office benefits from Davids skills because the manager can schedule him to work while staffing around other employees vacations and absences. Which of the following best describes the internal recruiting strategy that the fr

4、ont office manager used with David? ( )選項(xiàng)A：cross-training選項(xiàng)B：succession planning選項(xiàng)C：pay for performance選項(xiàng)D：job sharing參考答案：A第3題. The Always-Booked Hotel sent Ms. Garcia a no-show bill for room and tax charges. Upon receiving the bill, she called the hotel and was able to have the bill rescinded beca

5、use she had a: ( )選項(xiàng)A：confirmation number.選項(xiàng)B：credit card guaranteed reservation.選項(xiàng)C：travel agent guaranteed reservation.選項(xiàng)D：non-guaranteed reservation.參考答案：D第4題. The level of service quality in hotels is determined by: ( )選項(xiàng)A：independent rating services.選項(xiàng)B：increasing service variability.選項(xiàng)C：consis

6、tent service delivery.選項(xiàng)D：the variety of amenities offered.參考答案：C第5題. The potential average single rate would equal the rack rate of single rooms if the hotel: ( )選項(xiàng)A：did not vary its single rate by room type.選項(xiàng)B：sold only single rooms.選項(xiàng)C：had 100 percent occupancy.選項(xiàng)D：used a weighted average to cal

7、culate the potential average rate.參考答案：A第6題. Which of the following is used to plan the work of the housekeeping department by specifying items cleaned and maintained by housekeeping staff? ( )選項(xiàng)A：job breakdowns選項(xiàng)B：performance standards選項(xiàng)C：work orders選項(xiàng)D：area inventory lists參考答案：D第7題. 前廳部最常用的經(jīng)營比例是出租

8、率百分比。出租率指的是一段時(shí)間內(nèi)無論是售出或占用的房間數(shù)與( )房間數(shù)之比。選項(xiàng)A：可銷售房間數(shù)選項(xiàng)B：飯店總房間數(shù)選項(xiàng)C：已經(jīng)銷售房間數(shù)選項(xiàng)D：以上都不對參考答案：A第8題. At registration, Mr. Virgo used his credit card to establish credit with the hotel. At check-out, Mr. Virgo can settle his account by: ( )選項(xiàng)A：credit card選項(xiàng)B：cash選項(xiàng)C：approved direct billing選項(xiàng)D：all of the above參考答

9、案：D第9題. Activities and standards that an organization must successfully perform or achieve to effectively carry out its mission are called: ( )選項(xiàng)A：strategies選項(xiàng)B：tactics選項(xiàng)C：goals選項(xiàng)D：responsibilities參考答案：C第10題. Which of the following is a primary front office concern during the occupancy stage of the

10、guest cycle? ( )選項(xiàng)A：security選項(xiàng)B：account settlement選項(xiàng)C：room assignment選項(xiàng)D：maintaining the guest history record參考答案：A第11題. The first step in a typical front office routine is to: ( )選項(xiàng)A：verify all room rates.選項(xiàng)B：post room and tax charges.選項(xiàng)C：balance all departments.選項(xiàng)D：complete outstanding postings.參考

11、答案：D第12題. VIP是以下那組詞的翻譯( )選項(xiàng)A：Very important place選項(xiàng)B：Very interesting person選項(xiàng)C：Very important person選項(xiàng)D：Yery interesting place參考答案：C第13題. Housekeepings cleaning responsibilities are typically determined by the: ( )選項(xiàng)A：general manager.選項(xiàng)B：executive housekeeper.選項(xiàng)C：rooms division director.選項(xiàng)D：manager

12、 of operations.參考答案：A第14題. The Ultra Hotel is a 600-room, fully computerized property. To speed the check-in process, the vast majority of guests are preregistered by accessing information from: ( )選項(xiàng)A：global distribution systems.選項(xiàng)B：reservation records.選項(xiàng)C：point-of-sale systems.選項(xiàng)D：credit/debit car

13、d companies.參考答案：B第15題. The report that indicates which rooms are occupied and which guests are expected to check out the following day is called the: ( )選項(xiàng)A：registration record選項(xiàng)B：occupancy report選項(xiàng)C：housekeeping status report.選項(xiàng)D：room status discrepancy report.參考答案：B第16題. The Roadside Inn is an 80

14、-room motel with only one or two front desk agents on duty at any time. To ensure that no single employee is wholly responsible for accounting for all phases of a transaction, room and room tax charges should be posted by the: ( )選項(xiàng)A：general manager.選項(xiàng)B：day shift desk agent.選項(xiàng)C：accounts receivable c

15、lerk.選項(xiàng)D：front office auditor參考答案：D第17題. Which of the following front office computer applications would help managers track commissions payable to agents for booking business at their hotels? ( )選項(xiàng)A：reservations module選項(xiàng)B：rooms management module選項(xiàng)C：guest accounting module選項(xiàng)D：financial management mo

16、dule參考答案：A第18題. Which of the following statistics is most helpful to managers when estimating expenses for front office operations? ( )選項(xiàng)A：average daily rate選項(xiàng)B：average cost per guest選項(xiàng)C：average rate per guest選項(xiàng)D：cost per occupied room參考答案：D第19題. 飯店的營收統(tǒng)計(jì)公式應(yīng)該是( )選項(xiàng)A：營收統(tǒng)計(jì)=實(shí)際客房收入可能的客房收入選項(xiàng)B：營收統(tǒng)計(jì)=預(yù)計(jì)客房收入預(yù)

17、計(jì)的客房收入選項(xiàng)C：營收統(tǒng)計(jì)=實(shí)際客房收入預(yù)計(jì)的客房收入選項(xiàng)D：營收統(tǒng)計(jì)=預(yù)計(jì)客房收入可能的客房收入?yún)⒖即鸢福篈第20題. The Bocker Hotel has three types of single rooms. There are 80 type A rooms with a rack rate of $75; 90 type B rooms with a rack rate of $80; and 100 type C rooms with a rack rate of $90. What is the potential average single rate for the

18、hotel? ( )選項(xiàng)A：79.8選項(xiàng)B：81.5選項(xiàng)C：82.22選項(xiàng)D：83.9參考答案：C第21題. 普遍而言,住店的賓客都會對所要下榻的飯店有下列基本期望。( )選項(xiàng)A：安全的住宿環(huán)境選項(xiàng)B：情節(jié)、舒適的客房選項(xiàng)C：禮貌、專業(yè)、友好的服務(wù)選項(xiàng)D：維護(hù)良好的設(shè)備設(shè)施參考答案：A,B,C,D第22題. 從飯店安全的角度來講,飯店發(fā)生緊急情況包括( )以及其他需要放點(diǎn)的部分員工采取額外行動的安保情況。選項(xiàng)A：客人被傷害選項(xiàng)B：被搶劫選項(xiàng)C：財(cái)產(chǎn)受損選項(xiàng)D：火災(zāi)參考答案：A,B,C,D第23題. 一般來說,賓客投訴飯店可以分成四個不同的種類( )。選項(xiàng)A：酒店設(shè)備選項(xiàng)B：服務(wù)員的態(tài)度選項(xiàng)C：

19、員工服務(wù)的質(zhì)量選項(xiàng)D：異常事件參考答案：A,B,C,D第24題. 在前廳會計(jì)中有以下幾類型的憑單, 包括( )選項(xiàng)A：現(xiàn)金憑單選項(xiàng)B：收費(fèi)憑單選項(xiàng)C：轉(zhuǎn)賬憑單選項(xiàng)D：折讓憑單選項(xiàng)E：付款憑單參考答案：A,B,C,D,E第25題. 賬戶用于計(jì)算交易的( )以貨幣表現(xiàn)的最終結(jié)果為賬戶余額。選項(xiàng)A：增加選項(xiàng)B：減少選項(xiàng)C：新建選項(xiàng)D：取消參考答案：A,B第26題. 許多返點(diǎn)將鑰匙分成不同的安全等級。最低一級是開啟單個( )的要是選項(xiàng)A：客房選項(xiàng)B：辦公室選項(xiàng)C：倉庫選項(xiàng)D：會議室選項(xiàng)E：洗衣房參考答案：A,B,C,D第27題. 作為前廳部經(jīng)理,領(lǐng)導(dǎo)工作包括( )。選項(xiàng)A：督促檢查選項(xiàng)B：激勵促進(jìn)選項(xiàng)

20、C：紀(jì)律約束選項(xiàng)D：以身作則參考答案：A,B,C,D第28題. 下列哪些條件屬于賓客入住提出的特殊要求范疇?( )選項(xiàng)A：房間的位置選項(xiàng)B：房間的景色選項(xiàng)C：吹風(fēng)機(jī)選項(xiàng)D：無煙房選項(xiàng)E：柔軟的毛巾參考答案：A,B,D第29題. 酒店的特別房價(jià)包括哪幾種?( )選項(xiàng)A：團(tuán)隊(duì)價(jià)選項(xiàng)B：促銷價(jià)選項(xiàng)C：獎勵價(jià)選項(xiàng)D：家庭房價(jià)選項(xiàng)E：公司或商務(wù)價(jià)參考答案：A,B,C,D,E第30題. 酒店內(nèi)特殊類型的房間通常包括哪幾種? ( )選項(xiàng)A：無煙客房選項(xiàng)B：商務(wù)房選項(xiàng)C：殘疾人客房選項(xiàng)D：女士客房參考答案：A,B,C,D第31題. 前廳部是負(fù)責(zé)接代和登記住宿的地方,不必要建立住宿客人的檔案。選項(xiàng)A：對選項(xiàng)B：

21、錯參考答案：B第32題. 促銷價(jià)是酒店推出的一間客房與其他活動如早餐、高爾夫球、網(wǎng)球或停車結(jié)合在一起的價(jià)格。選項(xiàng)A：對選項(xiàng)B：錯參考答案：B第33題. 可以打開飯店任一客房的門,即使客人反鎖房門。也可以打開各辦公室與工作間的門,一般來說,每個飯店只有一至兩把緊急鑰匙,由客房部行政管家與保安部經(jīng)理分別控制與管理。選項(xiàng)A：對選項(xiàng)B：錯參考答案：A第34題. 在房間計(jì)價(jià)體系中的“贈送價(jià)”是指給特殊客人和/或重要工業(yè)巨頭的房價(jià)。贈送價(jià)通常指客人住店期間免收房費(fèi),但客人用餐、打電話等其他消費(fèi)需要付款。選項(xiàng)A：對選項(xiàng)B：錯參考答案：A第35題. 前廳部是為賓客提供各種綜合服務(wù)的部門,負(fù)責(zé)招徠并接待賓客,銷

22、售飯店客房及餐飲娛樂等產(chǎn)品和服務(wù),協(xié)調(diào)飯店各部門的對客服務(wù),為飯店高級管理決策層及各相關(guān)職能部門提供各種信息參考。選項(xiàng)A：對選項(xiàng)B：錯參考答案：A第36題. 前臺要制作營業(yè)日報(bào)表,內(nèi)容包括賬目情況,如現(xiàn)金賬,應(yīng)收賬等,同時(shí)也顯示各種住宿結(jié)構(gòu)分析報(bào)告。選項(xiàng)A：對選項(xiàng)B：錯參考答案：A第37題. 未抵店客人百分?jǐn)?shù)指的是沒能在預(yù)期的抵達(dá)日期到店的客人所預(yù)訂房間的比例。選項(xiàng)A：對選項(xiàng)B：錯參考答案：A第38題. 增銷是指當(dāng)預(yù)訂了某種客房的旅客到達(dá)酒店后,柜臺人員運(yùn)用促銷技巧更高一級別說服客人,使其愿意增加支出,而入住 的客房。團(tuán)體顧客或空勤人員不能視為增銷客源。選項(xiàng)A：對選項(xiàng)B：錯參考答案：A第39題. 前廳部員工對于來店客人表示誠摯的歡迎,讓客人感覺酒店為外出旅行與工作的人的家外之家,受