南开大学22秋学期（高起本1709-1803、全层次1809-2103）《前厅部运营与管理（一）（二）（EI双语）》在线作业二

奥鹏南开在线作业满分答案参考

22秋学期（高起本1709-1803、全层次1809-2103）《前厅部运营与管理（一）（二）（EI双语）》在线作业-00002

1.Which of the following features or services is likely to be found at an economy/limited service property? ( )
选项A：banquet rooms
选项B：small meeting rooms
选项C：room service
选项D：uniformed services
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2.Which of the following terms is used to classify lost business when potential guests choose not to make a reservation? ( )
选项A：denial
选项B：regret
选项C：turn away
选项D：no show
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3.What's the meaning for "room service"?
选项A：房间服务
选项B：送餐服务
选项C：清扫客房
选项D：整理房间
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4.Which of the following is a recommended procedure for handling a guest complaint? ( )
选项A：Give the guest your undivided attention.
选项B：Tell the guest what can be done, offering choices for resolution.
选项C：Suggest that the problem is not as serious as the guest believes.
选项D：A and B
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5.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. ( )
选项A：chain property
选项B：franchisee
选项C：corporate
选项D：independent
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6.On March 1, a guest checks into room 233 and reserves the room for the next three nights. On March 2, the occupancy report from the front desk would list the status of room 233 as: ( )
选项A：DNCO(did not check out)
选项B：a late check-out
选项C：a sleeper
选项D：a stayover
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7.Identifying smaller groups within a target market and developing products and services to satisfy these groups is called: ( )
选项A：franchising.
选项B：market segmentation.
选项C：demand marketing.
选项D：supply marketing.
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8.饭店为带小孩的一家人口提供哪种最适合他们的房价?( )
选项A：商务合同价
选项B：家庭包价
选项C：门市价
选项D：折扣价
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9.送别客人时,服务员常说希望您在这里住的愉快,英文表达应该是( )。
选项A：We hope you'll enjoy your stay here.
选项B：We hope you've enjoyed your stay here.
选项C：We hope you'll have a good time.
选项D：We hope you happy here.
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10.饭店应该邀请当地( )来店培训员工掌握正确使用灭火器材。
选项A：消防部门
选项B：公安局
选项C：工商局
选项D：纪检部门
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11.停车场必须有( )才会使宾客和员工感到更加安全。
选项A：足够的监控探头
选项B：足够的车位
选项C：宽阔的停车场
选项D：充足的照明光线
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12.A hotel’s contract security company should be responsible for supervising: ( )
选项A：the hotel’s in-house security team.
选项B：the hotel’s security director.
选项C：contract security employees.
选项D：off-duty police officers working as security officers for the hotel.
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13.Which of the following statements is true? ( )
选项A：To determine realistic productivity standards, an executive housekeeper should conduct time and motion studies on all tasks necessary to clean and maintain each item on an area’s inventory list.
选项B：Before determining the number of guestrooms that a room attendant should be expected to clean during a work shift, the executive housekeeper must first establish performance standards for guestroom cleaning.
选项C：A calendar plan for deep cleaning of guestrooms should schedule the majority of work for periods of high occupancy
选项D：Productivity standards for guestroom cleaning are uniform throughout the lodging industry.
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14.To avoid room status discrepancies, the housekeeping status report should be compared with the report. ( )
选项A：housekeeping
选项B：occupancy report
选项C：room staus discrepancy
选项D：registration
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15.In the short term, a room’s readiness for sale is determined by its status. ( )
选项A：reservation
选项B：houskeeping
选项C：registration
选项D：preregistration
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16.If a guest account is approaching its floor limit, it may be identified by the front office auditor as a(n) account. ( )
选项A：high-risk
选项B：unbalanced
选项C：restriced-purchase
选项D：PLA
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17.Which of the following is a function of the front office audit? ( )
选项A：ensuring the separation of front office job functions
选项B：balancing all front office accounts
选项C：resolving room status discrepancies
选项D：B and C
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18.On a hotel organization chart, solid lines indicate relationships that involve: ( )
选项A：direct accountability.
选项B：a high degree of communication and cooperation.
选项C：functional equality.
选项D：an indirect reporting relationship.
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19.Departmental income statements are called: ( )
选项A：line items
选项B：recvenue summaries
选项C：scheduls
选项D：consolidations
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20.Which of the following reservation system reports would help managers assess the volume of reservations activity on a daily basis? ( )
选项A：an expected arrivals and departures report
选项B：a rooms availability report
选项C：a regret and denial report
选项D：a reservations transaction report
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21.普遍而言,住店的宾客都会对所要下榻的饭店有下列基本期望。( )
选项A：安全的住宿环境
选项B：情节、舒适的客房
选项C：礼貌、专业、友好的服务
选项D：维护良好的设备设施
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22.根据旅行理由的不同,住宿业的客源市场可分为哪三类( )?
选项A：商务
选项B：度假
选项C：休闲
选项D：团体
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23.若按位置划分的话,酒店的房间可以分为 ( )。
选项A：外景房
选项B：内景房
选项C：角房
选项D：连通房
选项E：相邻房
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24.预定的内容包括( )。
选项A：宾客的家庭地址
选项B：宾客的电话号码（国家代码，地区代码）
选项C：宾客的抵店日期与时间
选项D：宾客的宗教信仰
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25.房间的价格高低和一下哪些因素有直接的联系?( )
选项A：房间的面积
选项B：房间的朝向
选项C：餐厅的大小
选项D：是否是无烟房
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26.客房部中可周转使用的设备有客房服务员的( )以及其他设备。
选项A：工作车
选项B：吸尘器
选项C：床单
选项D：洗地毯机
奥鹏南开在线作业满分答案参考 选项E：地板磨光机
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27.饭店的营收中心包括( )
选项A：前厅部
选项B：客房部
选项C：餐饮部
选项D：工程部
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28.许多返点将钥匙分成不同的安全等级。最低一级是开启单个( )的要是
选项A：客房
选项B：办公室
选项C：仓库
选项D：会议室
选项E：洗衣房
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29.住店的客人能够通过多种付款方式结清其账户余额,结账的方式包括( )结账。
选项A：现金支付
选项B：信用卡
选项C：直接转账
选项D：混合方式
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30.从饭店安全的角度来讲,饭店发生紧急情况包括( )以及其他需要放点的部分员工采取额外行动的安保情况。
选项A：客人被伤害
选项B：被抢劫
选项C：财产受损
选项D：火灾
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31.“希望你好好休息,早日康复”的英语是.please take several rests and I hope you’ll get soon.
选项A：对
选项B：错
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32.有些旅客因为其所住的房间设备故障、噪音太大或其他原因,故而会向酒店前台要求更换房间,此时门童需要将房客的行李移至另一间客房。
选项A：对
选项B：错
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33.结账离店是对客服务全过程最后阶段的一部分,此阶段的服务和活动主要由大堂经理来进行。
选项A：对
选项B：错
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34.宾客或其委托人使用电话进行预订较为普遍,其特点是迅速、简便,易于在宾客、预订员之间的直接沟通,可使宾客能根据饭店客房的实际情况,及时调整其预订要求,订到满意的客房。
选项A：对
选项B：错
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35.一些故意不结账而离开饭店客人通常称之为逃账者。
选项A：对
选项B：错
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36.前厅会计操作通常将应收账款分成两组:住客分类帐(应收住客帐)和应收公司帐(应收非住客帐)。
选项A：对
选项B：错
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37.度假区的特点之一就是向来度假的客人提供旅游,娱乐,休养,健身,康体等方面的服务。
选项A：对
选项B：错
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38.前厅部包括总机;预定;商务中心;礼宾司和公卫等分支部门。
选项A：对
选项B：错
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39.柜台接待人员或总机员工必须有心理上的准备,所接到的住客抱怨是各式各样的,从对设备、服务、价格等问题的不满,到要求解决千奇百怪的状况。
选项A：对
选项B：错
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40.前厅员工在与客人沟通时,两眼直视着对方的嘴,并且专心聆听对方的陈述,是一项基本礼貌。
选项A：对
选项B：错
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41.我们应将此次客人的离店当作是下次该客人有可能的抵店来加以重视并认真作好离店的各项工作。
选项A：对
选项B：错
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42.客人在入住登记时饭店要求宾客自行填写一份包括其姓名、地址、电话、单位名称以及其他个人资料的入住登记单。
选项A：对
选项B：错
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43.火灾时客房长江安全事故之一。
选项A：对
选项B：错
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44.总体来说,机场饭店与商务饭店的市场定位是相同的。
选项A：对
选项B：错
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45.前台由于特殊原因保存的一些房间如为贵宾、旅游团队或者因为某些客人要求专门的位置而预留的房间叫做保留房。
选项A：对
选项B：错
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46.一个有效的客人会计系统要在客人服务循环体系的各个环节发挥作用。
选项A：对
选项B：错
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47.结账离店是对客服务全过程最后阶段的一部分,此阶段的服务和活动主要由大堂经理来进行。
选项A：对
选项B：错
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48.前厅会计系统是每周一次进行更新的。
选项A：对
选项B：错
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49.酒店客房部中安装的烟雾报警器又叫做烟雾感应,大量蒸汽有时也会引发烟感报警。
选项A：对
选项B：错
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50.楼层工作区钥匙只可打开某层楼某一区域的一定数量的房间,由当班的服务员使用。
选项A：对
选项B：错
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