南開(kāi)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)-00001

1、-本頁(yè)為預(yù)覽頁(yè)P(yáng)AGE15-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)-00001第1題. Even where the law permits security officers to make a citizens arrest, they should do so only: ( )選項(xiàng)A：when a guest is under suspicion of burglary選項(xiàng)B：when a guest is under suspicion of credit card fraud.選項(xiàng)C

2、：if a sworn police officer cannot respond in time選項(xiàng)D：after receiving the approval of the hotels general manager參考答案：C第2題. 每位住店客人產(chǎn)生的效益的計(jì)算方法 是 ( )選項(xiàng)A：每位住店客人產(chǎn)生的效益=實(shí)際客房收入客人人數(shù)選項(xiàng)B：每位住店客人產(chǎn)生的效益=預(yù)計(jì)客房收入客人人數(shù)選項(xiàng)C：每位住店客人產(chǎn)生的效益=（預(yù)計(jì)實(shí)際客房收入）客人人數(shù)選項(xiàng)D：以上都不對(duì)參考答案：A第3題. Which of the following does the chapter recommend as t

3、he way to handle telephone messages for guests? ( )選項(xiàng)A：Place the message slip in the guests mail and message rack slot until the guest requests it.選項(xiàng)B：Slide the message slip under the door of the guests room.選項(xiàng)C：Time-stamp the message slip, place it in an envelope, and deliver it to the guests room

4、as soon as possible.選項(xiàng)D：Time-stamp the message slip, place it in the guests mail and message rack slot, and switch on any in room message indicators參考答案：D第4題. The point-of-sale system at the hotels restaurant crashed during the night audit. The next morning, the front office manager and the restaura

5、nt manager implemented a manual back-up system of paper vouchers to minimize: ( )選項(xiàng)A：walk-outs選項(xiàng)B：walk-ins選項(xiàng)C：late charges選項(xiàng)D：due backs參考答案：C第5題. A hotels practice of extending credit to guests by agreeing to bill the guest or the guests company for charges is called: ( )選項(xiàng)A：direct billing選項(xiàng)B：accoun

6、t billing選項(xiàng)C：transfer settlement選項(xiàng)D：pre-authorized settlement參考答案：A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 full. The room held for him was released for sale at 6 P.M. Based on this information, which of the following types of reserv

7、ations 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 reservation參考答案：A第7題. If a guestrooms status is blocked, which of the following is true? ( )選項(xiàng)A：The guestroom has been set aside

8、 for use by a group and may be reserved only by a member of that group.選項(xiàng)B：The guestroom has been reserved by a member of a group that has a contract with the hotel for a number of rooms.選項(xiàng)C：The guestroom is among a number of rooms that cannot be reserved or assigned until all other rooms outside th

9、e block are sold.選項(xiàng)D：The guestroom is an out-of-order room.參考答案：A第8題. Which of the following is a recommended procedure for handling a guest complaint? ( )選項(xiàng)A：Give the guest your undivided attention.選項(xiàng)B：Tell the guest what can be done, offering choices for resolution.選項(xiàng)C：Suggest that the problem is

10、not as serious as the guest believes.選項(xiàng)D：A and B參考答案：D第9題. “住宿費(fèi)多少”的英文是( )選項(xiàng)A：How much do you charge for the room per night?選項(xiàng)B：What is the rent every week?選項(xiàng)C：What ptice is it?選項(xiàng)D：What does is cost?參考答案：A第10題. Which of the following is a primary front office concern during the occupancy stage of the

11、 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. Compensatory damages are awarded: ( )選項(xiàng)A：to punish a defendant for outrageous conduct.選項(xiàng)B：to the plaintiff for pain and suffering.選項(xiàng)C：only when punitive damages are also awarded.

12、選項(xiàng)D：based on the emotions of the plaintiff.參考答案：B第12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：consistent service delivery.選項(xiàng)D：the variety of amenities offered.參考答案：C第13題. Which of the following front office a

13、pplications 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14題. Which of the following statistics helps the front office manager

14、decide whether to sell rooms to walk-in guests on nights when the hotel nears full occupancy? ( )選項(xiàng)A：percentage of walk-ins選項(xiàng)B：percentage of no-shows選項(xiàng)C：multiple occupancy percentage選項(xiàng)D：average daily rate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,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

15、 of the following is a common hotel security procedure? ( )選項(xiàng)A：require identification before issuing a room key to guests選項(xiàng)B：never mention a guests room number aloud選項(xiàng)C：issue E-keys to all hotel managers and supervisors選項(xiàng)D：A and B參考答案：D第17題. A summary grouping of accounts is called a(n): ( )選項(xiàng)A：foli

16、o選項(xiàng)B：Account balance選項(xiàng)C：ledger選項(xiàng)D：invoice參考答案：C第18題. Which of the following eliminates the need for a telephone operator to intervene and record the times and charges of calls made by in-house guests? ( )選項(xiàng)A：call detection選項(xiàng)B：automated call dispensing選項(xiàng)C：a call accounting system選項(xiàng)D：a premium-call sy

17、stem參考答案：C第19題. “銷售點(diǎn)”的英文是POS,它的全稱是( )選項(xiàng)A：Place of sale選項(xiàng)B：Place of shell選項(xiàng)C：Point of sale選項(xiàng)D：Point of shell參考答案：C第20題. Hotels that maintain a relatively high ratio of staff members to guests are likely to provide service. ( )選項(xiàng)A：economy/limited選項(xiàng)B：mid-range選項(xiàng)C：word-class選項(xiàng)D：quality參考答案：C第21題. 預(yù)訂需要復(fù)述

18、客人預(yù)訂的內(nèi)容包括( )。選項(xiàng)A：客人抵店日期及飛機(jī)航班選項(xiàng)B：客人想要入住房間種類與房?jī)r(jià)選項(xiàng)C：客人全名選項(xiàng)D：特殊要求選項(xiàng)E：付款方式參考答案：A,B,C,D,E第22題. 酒店的監(jiān)視系統(tǒng)通常會(huì)對(duì)( )等周邊和戶外進(jìn)行24小時(shí)監(jiān)控。選項(xiàng)A：停車場(chǎng)選項(xiàng)B：游泳池選項(xiàng)C：樓層選項(xiàng)D：餐廳參考答案：A,B,C第23題. 許多返點(diǎn)將鑰匙分成不同的安全等級(jí)。最低一級(jí)是開(kāi)啟單個(gè)( )的要是選項(xiàng)A：客房選項(xiàng)B：辦公室選項(xiàng)C：倉(cāng)庫(kù)選項(xiàng)D：會(huì)議室選項(xiàng)E：洗衣房參考答案：A,B,C,D第24題. 客房預(yù)訂的種類( )選項(xiàng)A：臨時(shí)性預(yù)訂選項(xiàng)B：確認(rèn)性預(yù)訂選項(xiàng)C：保證性預(yù)訂選項(xiàng)D：傳真預(yù)訂參考答案：A,B,C第2

19、5題. 前廳部在做夜審的時(shí)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26題. 實(shí)施超額預(yù)訂時(shí)應(yīng)考慮哪些因素( )。選項(xiàng)A：團(tuán)體預(yù)訂與散客預(yù)訂的比例選項(xiàng)B：預(yù)定類別的比例選項(xiàng)C：保證性預(yù)訂選項(xiàng)D：不同賓客數(shù)量所占的比例參考答案：A,B,D第27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28題. 酒店中的“后臺(tái)”包括( )選項(xiàng)A：客房部選項(xiàng)B：工程維修部選項(xiàng)C：餐飲部選項(xiàng)D：財(cái)務(wù)部選項(xiàng)E：人力資源

20、部參考答案：A,B,D,E第29題. 一般來(lái)說(shuō),賓客投訴飯店可以分成四個(gè)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：?jiǎn)T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30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,E第31題. 酒店中的消防報(bào)警器又名紅色報(bào)警裝置,必要時(shí)打碎表層玻璃報(bào)警。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：A第32題. “住宿費(fèi)多少”英文是What does is cost?選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：B第33題. 根據(jù)市場(chǎng)因素,門市價(jià)在一年中也

21、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34題. 預(yù)訂的內(nèi)容不包括賓客抵店日期與時(shí)間。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：B第35題. 在酒店中,客人的住宿登記是一種必備的法律手段。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：B第36題. 鑒于銷售部是為飯店銷售客房的重要機(jī)構(gòu),所以它隸屬于銷售部。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：B第37題. 可以打開(kāi)飯店任一客房的門,即使客人反鎖房門。也可以打開(kāi)各辦公室與工作間的門,一般來(lái)說(shuō),每個(gè)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(duì)選項(xiàng)B：錯(cuò)參考答案：A第38題. 用一定時(shí)期門市客人的用房數(shù)除以同期抵店客人總用房數(shù),得出門市客人的百分比。選項(xiàng)A：對(duì)選項(xiàng)B：錯(cuò)參考答案：A第39題. 用會(huì)