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）》在线作业三

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-00003

1.The City Center Hotel is hosting the regional conference of a mechanical engineers association. Several late arrivals attending the conference inquired at the front desk about that evening’s off-site entertainment function. Front desk agents would find the information recorded in the: ( )
选项A：reader board
选项B：information directory
选项C：log book
选项D：group rsum book
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2.Which of the following is a common hotel security procedure? ( )
选项A：require identification before issuing a room key to guests
选项B：never mention a guest’s room number aloud
选项C：issue E-keys to all hotel managers and supervisors
选项D：A and B
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3.客人说:Please wake me up at a quarter past six a.m.应该是( )
选项A：早上6:15叫醒
选项B：晚上6:15叫醒
选项C：早上6：:4叫醒
选项D：晚上6:45叫醒
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4.Which of the奥鹏南开在线作业满分答案参考 following is issued by credit card companies to assure hotels that a guest’s credit card is valid? ( )
选项A：status code
选项B：approval/denial number
选项C：transaction code
选项D：authorization code
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5.A.m.是指( )
选项A：正午12:00'00"正至深夜11:59'59"
选项B：凌晨0:00'00"正到深夜11:59'59"
选项C：正午12:00'00"正至凌晨0:00'00"
选项D：凌晨0:00'00"正至正午11:59'59"
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6.Which of the following departments employs the largest staff in the rooms division? ( )
选项A：the front office
选项B：resercations
选项C：uniformed services
选项D：housekeeping
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7.在饭店任何一个对其商品和服务收取营收的部门被认为是一个( )中心,也就是销售点。
选项A：支出
选项B：收入
选项C：转账
选项D：以上都不对
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8.饭店每间可销售房收入的计算公式应该 是( )
选项A：每间可销售房收入=实际客房收入/可销售房间数
选项B：每间可销售房收入=预计客房收入/可销售房间数
选项C：每间可销售房收入=实际客房收入/为销售房间数
选项D：以上都不对
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9.到了淡季,饭店常常为了促销而向不同的团队客人和不同的散客退出( )
选项A：特别房价
选项B：门市价
选项C：最低价
选项D：以上都不对
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10.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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11.The De Long Hotel has three different rate categories of rooms. Forecasts show midweek low-demand dates for the higher-priced executive floor rooms. Using principles of capacity management, the reservations manager should: ( )
选项A：overbook rooms in lower-priced categories and, if necessary, upgrade arriving guests to higher-priced rooms.
选项B：raise the rates for the executive floor rooms.
选项C：offer the executive floor rooms as part of a midweek escape package to local couples with children.
选项D：A and C
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12.Establishing an accounts receivable billing policy and procedure includes determining the: ( )
选项A：number of days between billings.
选项B：amount of anticipated room sales.
选项C：estimated occupancy for the next 30 days.
选项D：nature of pre-settlement verification activities.
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13.If an arriving guest would like the assistance of a bell person, after assigning the guestroom the front desk agent should: ( )
选项A：hand the guestroom key to the guest, introduce the bell person, and tell the bell person the room number.
选项B：introduce the bell person, hand the key to the bell person, and tell the guest the room number.
选项C：introduce the bell person and hand the key to the guest without stating the room number.
选项D：introduce the bell person and hand the key to the bell person without stating the room number.
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14.The Snow Ski Resort offers a special rate that includes the room charge, breakfast and dinner, and all-day lift tickets. This is an example of a rate. ( )
选项A：corporate
选项B：group
选项C：race
选项D：package plan
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15.Which of the following types of guests would be least likely to have a high-balance account? ( )
选项A：a business traveler paying by credit card
选项B：a leisure traveler paying by credit card
选项C：a paid-in-advance guest
选项D：a meeting planner paying by direct bill
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16.Activities and standards that an organization must successfully perform or achieve to effectively carry out its mission are called: ( )
选项A：strategies
选项B：tactics
选项C：goals
选项D：responsibilities
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17.Final responsibility for the cleanliness and overall appearance of banquet and meeting rooms usually rests with the: ( )
选项A：general manager.
选项B：convention services staff.
选项C：banquet staff.
选项D：housekeeping staff.
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18.Which of the following statements is false? ( )
选项A：Differences between actual expenses and budgeted expenses are called variances
选项B：Productivity standards for room attendants are the same for economy hotels and all-suite hotels
选项C：The executive housekeeper should review performance standards at least once a year
选项D：Performance standards for guestroom cleaning vary from hotel to hotel within the lodging industry
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19.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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20.Which of the following is an appropriate action for a hotel’s in-house security office ? ( )
选项A：asking questions following an incident
选项B：use of deadly force
选项C：search of a guest’s room for evidence
选项D：detaining all suspects involved in an incident
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21.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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22.大多饭店通常有很多销售点,如( )
选项A：餐厅
选项B：酒吧
选项C：茶座
选项D：房内用餐
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23.影响房价的因素有( )
选项A：客房数量
选项B：餐饮的质量
选项C：服务的水平
选项D：客房位置
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24.客房预订的种类( )
选项A：临时性预订
选项B：确认性预订
选项C：保证性预订
选项D：传真预订
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25.酒店中的“前台”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
选项E：保安部
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26.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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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.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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29.在前厅会计中有以下几类型的凭单, 包括( )
选项A：现金凭单
选项B：收费凭单
选项C：转账凭单
选项D：折让凭单
选项E：付款凭单
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30.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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31.前台出纳应该熟练辨别现金之真伪。
选项A：对
选项B：错
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32.促销价是酒店推出的一间客房与其他活动如早餐、高尔夫球、网球或停车结合在一起的价格。
选项A：对
选项B：错
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33.客人通过“Internet/网络”进行预订是目前最先进的预订房间的方式。
选项A：对
选项B：错
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34.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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35.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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36.预订的内容不包括宾客抵店日期与时间。
选项A：对
选项B：错
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37.预订部是实施销售功能的一个组成部分,许多有关客房营业收入和营收分析的责任已转移到该部。
选项A：对
选项B：错
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38.客务部门的人员服务态度、效率和专业知识对旅客决定住宿与否往往有关键性的影响力。
选项A：对
选项B：错
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39.前台接待员为客人登记入住时,有的信息要等客人抵达后从其护照上获得。
选项A：对
选项B：错
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40.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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41.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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42.恐怖分子会用电话举报,信件,短信等信息直接或者间接告诉酒店他们安放爆炸物的地方。
选项A：对
选项B：错
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43.某客人12月1日入住至6日,并在6日中午12p.m.前结账,其在饭店共住5个夜晚,应收六天房费。
选项A：对
选项B：错
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44.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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45.用一定时期门市客人的用房数除以同期抵店客人总用房数,得出门市客人的百分比。
选项A：对
选项B：错
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46.平均每间住客人数计算公式为每间售出房平均客人数=客人人数/饭店总房间数。
选项A：对
选项B：错
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47.在客房出租期间,客人会计系统要跟踪 客人的消费。
选项A：对
选项B：错
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48.携少量行李的住客房Occupied without luggage简写N/B,指该客房住客没有行李,为防止客人逃账,客房部应将此种客房状态通知总台。
选项A：对
选项B：错
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49.在酒店的客房部中,可周转物资包括棉织品、大部分设备以及一部分客用品。
选项A：对
选项B：错
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50.住房率计算公式是住房率=占用的客房数/饭店总房间数。
选项A：对
选项B：错
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