南開大學(xué)22年春學(xué)期《前廳部運(yùn)營(yíng)與管理（一）（二）（EI雙語(yǔ)）》在線作業(yè)-00002

1、-本頁(yè)為預(yù)覽頁(yè)P(yáng)AGE14-本頁(yè)為預(yù)覽頁(yè)-本頁(yè)為預(yù)覽頁(yè)22春學(xué)期（高起本1709-1803、全層次1809-2103）前廳部運(yùn)營(yíng)與管理（一）（二）（EI雙語(yǔ)）在線作業(yè)-00002第1題. In revenue management, the yield statistic is equal to: ( )選項(xiàng)A：potential rooms revenue divided by actual rooms revenue.選項(xiàng)B：the occupancy percentage times the achievement factor.選項(xiàng)C：the average daily rate ti

2、mes the rate spread.選項(xiàng)D：the occupancy percentage times the average daily rate.參考答案：B第2題. Which of the following is an appropriate action for a hotels in-house security office ? ( )選項(xiàng)A：asking questions following an incident選項(xiàng)B：use of deadly force選項(xiàng)C：search of a guests room for evidence選項(xiàng)D：detaining a

3、ll suspects involved in an incident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 Upon receiving the bill, she called the hotel and was able to have the bill rescinded because she had a: ( )選項(xiàng)A：confirmation number.選項(xiàng)B：credit card guaranteed reservation.選項(xiàng)

4、C：travel agent guaranteed reservation.選項(xiàng)D：non-guaranteed reservation.參考答案：D第4題. When a guest checks out and settles his or her account, the rooms status changes from occupied to: ( )選項(xiàng)A：stayover選項(xiàng)B：on-change選項(xiàng)C：due out選項(xiàng)D：ready for sale參考答案：B第5題. Which of the following hotel divisions or departments

5、 would be primarily responsible for maintaining the grounds surrounding a hotel? ( )選項(xiàng)A：rooms division選項(xiàng)B：unfiorm services department選項(xiàng)C：housekeeping department選項(xiàng)D：engineering division參考答案：D第6題. Mr. Barnes made a reservation at the Metro Hotel. He arrived at 9 P.M. only to find that the hotel was fu

6、ll. The room held for him was released for sale at 6 P.M. Based on this information, which of the following types of reservations did Mr. Barnes probably make? ( )選項(xiàng)A：non-guaranteed reservation選項(xiàng)B：credit card guaranteed reservation選項(xiàng)C：travel agent guaranteed reservation選項(xiàng)D：corporate guaranteed reser

7、vation參考答案：A第7題. To avoid room status discrepancies, the housekeeping status report should be compared with the report. ( )選項(xiàng)A：housekeeping選項(xiàng)B：occupancy report選項(xiàng)C：room staus discrepancy選項(xiàng)D：registration參考答案：B第8題. Central reservations offices typically exchange room availability information with membe

8、r properties and communicate reservation transactions ( )選項(xiàng)A：weekly選項(xiàng)B：daily選項(xiàng)C：hourly選項(xiàng)D：as they occur參考答案：D第9題. ( )應(yīng)該徹底了解昨日住房率,當(dāng)日住人、遷出之房間數(shù),VIP姓名、身份,以及當(dāng)日各餐廳的宴會(huì)資料與酒店所舉辦的活動(dòng)。選項(xiàng)A：前臺(tái)接待員選項(xiàng)B：行李員選項(xiàng)C：預(yù)訂員選項(xiàng)D：總機(jī)參考答案：A第10題. 前廳管理層通過建立和保持( )能更好地理解顧客并預(yù)測(cè)客人的趨勢(shì)。選項(xiàng)A：客賬選項(xiàng)B：與客人聯(lián)系選項(xiàng)C：客史檔案選項(xiàng)D：以上都不對(duì)參考答案：C第11題. The average

9、 length of stay of guests at the Ultra Resort is six days. To avoid losing revenue from no shows during peak season, the resort requires guests to pay room charges in full before their day of arrival. This type of reservation is best described as: ( )選項(xiàng)A：adcance deposit選項(xiàng)B：prepayment選項(xiàng)C：MOC選項(xiàng)D：corpo

10、rate參考答案：B第12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.參考答案：D第13題. 可能的客房收入是指在某日、某周、某月或某年飯店的所有客房都能以( )售出所能產(chǎn)生的客房收入額。選項(xiàng)A：門市價(jià)選項(xiàng)B：最低價(jià)選項(xiàng)C：團(tuán)隊(duì)價(jià)選項(xiàng)D：航空公司折扣價(jià)參考答案：A第14題. Whic

11、h of the following front office applications of a computer-based property management system monitors predetermined guest-credit limits? ( )選項(xiàng)A：reservations software選項(xiàng)B：guest account management software選項(xiàng)C：rooms management software選項(xiàng)D：point-of-sale software參考答案：B第15題. 在飯店任何一個(gè)對(duì)其商品和服務(wù)收取營(yíng)收的部門被認(rèn)為是一個(gè)( )中心

12、,也就是銷售點(diǎn)。選項(xiàng)A：支出選項(xiàng)B：收入選項(xiàng)C：轉(zhuǎn)賬選項(xiàng)D：以上都不對(duì)參考答案：B第16題. Which of the following is a supporting document verifying a hotel/guest transaction? ( )選項(xiàng)A：the cash register tape from a hotels coffee shop guest checks選項(xiàng)B：from hotels dining room選項(xiàng)C：a transcript of maintenance repairs選項(xiàng)D：A and B參考答案：D第17題. Mr. Vaughn

13、used the express check-out service during his stay at the Boston Marquee Hotel. When he received his credit card bill, the amount charged to his account was greater than the total recorded on his express check- out folio. This was probably due to: ( )選項(xiàng)A：paid-outs選項(xiàng)B：double billing選項(xiàng)C：late charges選項(xiàng)

14、D：accounting errors參考答案：C第18題. On a hotel organization chart, solid lines indicate relationships that involve: ( )選項(xiàng)A：direct accountability.選項(xiàng)B：a high degree of communication and cooperation.選項(xiàng)C：functional equality.選項(xiàng)D：an indirect reporting relationship.參考答案：A第19題. 飯店為帶小孩的一家人口提供哪種最適合他們的房?jī)r(jià)?( )選項(xiàng)A：商務(wù)合

15、同價(jià)選項(xiàng)B：家庭包價(jià)選項(xiàng)C：門市價(jià)選項(xiàng)D：折扣價(jià)參考答案：B第20題. The owner/manager of the Dew Drop Inn has a great deal of flexibility in responding to changes in local market conditions but cannot afford broad advertising exposure and pays relatively high prices for supplies. The Dew Drop Inn is probably a(n) property. ( )選項(xiàng)A：

16、chain property選項(xiàng)B：franchisee選項(xiàng)C：corporate選項(xiàng)D：independent參考答案：B第21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22題. 在前廳會(huì)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23題. 房間的價(jià)格高低和一下哪些因素有直接的聯(lián)系?( )選項(xiàng)A：房間的面積選項(xiàng)B：房間的朝向選項(xiàng)C：餐廳的大小選項(xiàng)D：是否是無(wú)煙房參考答案：A,B第24題. 前廳部在做夜審的時(shí)

17、候,系統(tǒng)更新除了更新信息外,還要( )。選項(xiàng)A：重新整理系統(tǒng)文件選項(xiàng)B：進(jìn)行系統(tǒng)維護(hù)選項(xiàng)C：產(chǎn)生報(bào)告選項(xiàng)D：提供每日營(yíng)業(yè)的關(guān)賬時(shí)點(diǎn)參考答案：A,B,C,D第25題. 根據(jù)旅行理由的不同,住宿業(yè)的客源市場(chǎng)可分為哪三類( )?選項(xiàng)A：商務(wù)選項(xiàng)B：度假選項(xiàng)C：休閑選項(xiàng)D：團(tuán)體參考答案：A,C,D第26題. 一份填寫完整的入住登記卡應(yīng)包含客人的 ( )選項(xiàng)A：簽名選項(xiàng)B：家庭和公司地址選項(xiàng)C：電話號(hào)碼選項(xiàng)D：客人的婚姻狀況參考答案：A,B,C第27題. 飯店使用的電話設(shè)備和系統(tǒng)包括( )選項(xiàng)A：總機(jī)選項(xiàng)B：飯店電話計(jì)費(fèi)系統(tǒng)選項(xiàng)C：客房?jī)?nèi)電話機(jī)選項(xiàng)D：付費(fèi)電話機(jī)選項(xiàng)E：尋呼電話機(jī)參考答案：A,B,C,D

18、,E第28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(lì)促進(jìn)選項(xiàng)C：紀(jì)律約束選項(xiàng)D：以身作則參考答案：A,B,C,D第29題. 前廳員工的( )都會(huì)影響賓客對(duì)飯店的評(píng)價(jià)。選項(xiàng)A：正確的問候語(yǔ)選項(xiàng)B：待客態(tài)度選項(xiàng)C：語(yǔ)氣語(yǔ)調(diào)選項(xiàng)D：跟蹤落實(shí)的能力參考答案：A,B,C,D第30題. 下列哪些是描述酒店房態(tài)的術(shù)語(yǔ)( )選項(xiàng)A：住客房選項(xiàng)B：空房選項(xiàng)C：豪華套房選項(xiàng)D：待修房選項(xiàng)E：行政套房參考答案：A,B,D第31題. 拇指規(guī)則法是在決定每間房的平均銷售價(jià)時(shí)考慮到經(jīng)營(yíng)成本、利潤(rùn)目標(biāo)以及客房預(yù)期銷售數(shù)的房間價(jià)格計(jì)價(jià)方法。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：B第32題. 前廳部是負(fù)責(zé)接

19、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(duì)選項(xiàng)B：錯(cuò)參考答案：B第33題. 緊急鑰匙可根據(jù)需要可以開幾層客房的門,由當(dāng)班的樓層服務(wù)員使用。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：B第34題. 前廳會(huì)計(jì)操作通常將應(yīng)收賬款分成兩組:住客分類帳(應(yīng)收住客帳)和應(yīng)收公司帳(應(yīng)收非住客帳)。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：A第35題. 根據(jù)市場(chǎng)因素,門市價(jià)在一年中也可以有所變化。價(jià)格可能由于季節(jié)變化或本地的重大活動(dòng)而發(fā)生改變。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：A第36題. 客務(wù)部包括前廳部與預(yù)訂部。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：B第37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(tái)人員運(yùn)用促銷技巧更高一級(jí)別說(shuō)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(duì)選項(xiàng)B：錯(cuò)參考答案：A第38題. 自助結(jié)賬終端或房間內(nèi)系統(tǒng)是與前廳電腦系統(tǒng)接口的,目的是保護(hù)客人的隱私。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：B第39題. 客務(wù)部門的人員服務(wù)態(tài)度、效率和專業(yè)知識(shí)對(duì)旅客決定住宿與否往往有關(guān)鍵性的影響力。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：A第40題. 前廳部是為賓客提供各種預(yù)訂的部門,負(fù)責(zé)招徠并接待賓客,銷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(duì)客服務(wù),為飯店高級(jí)管理決策層及各相關(guān)職能部