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）》在线作业一

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-00001

1.Which of the following statistics helps the front office manager decide whether to sell roo奥鹏南开在线作业满分答案参考ms to walk-in guests on nights when the hotel nears full occupancy? ( )
选项A：percentage of walk-ins
选项B：percentage of no-shows
选项C：multiple occupancy percentage
选项D：average daily rate
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2.Which of the following settlement options will work with express check-out and self check-out? ( )
选项A：cash payment
选项B：credit card payment
选项C：direct billing
选项D：B and C
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3.Adele called the front desk to complain that the air conditioning in her guestroom was not working. This is an example of a(n) complaint. ( )
选项A：service-related
选项B：attitudinal
选项C：mechanical
选项D：unusual
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4.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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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.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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7.Judy works in the rooms division of a large hotel. Her primary responsibilities are to sell guestrooms, register guests, and maintain guest accounts. Judy works in the department. ( )
选项A：front office
选项B：reservations
选项C：sales
选项D：F&B
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8.VIP是以下那组词的翻译( )
选项A：Very important place
选项B：Very interesting person
选项C：Very important person
选项D：Yery interesting place
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9.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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10.If a guestroom’s status is blocked, which of the following is true? ( )
选项A：The guestroom has been set aside for use by a group and may be reserved only by a member of that group.
选项B：The guestroom has been reserved by a member of a group that has a contract with the hotel for a number of rooms.
选项C：The guestroom is among a number of rooms that cannot be reserved or assigned until all other rooms outside the block are sold.
选项D：The guestroom is an out-of-order room.
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11.Housekeeping’s cleaning responsibilities are typically determined by the: ( )
选项A：general manager.
选项B：executive housekeeper.
选项C：rooms division director.
选项D：manager of operations.
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12.The average 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: ( )
选项A：adcance deposit
选项B：prepayment
选项C：MOC
选项D：corporate
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13.At the SafeWay Hotel, each room attendant is issued one electronic key that is coded to provide access to the rooms he/she is assigned to clean for that day. These keys are called: ( )
选项A：floor keys
选项B：section masters
选项C：building masters.
选项D：E-keys
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14.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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15.Guests are likely to have a no-post status in the hotel’s sales outlets when their method of payment at check-in is: ( )
选项A：cash in advance
选项B：VISA
选项C：MasterCard
选项D：American Express
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16.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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17.In most instances, the information needed for a guest history record can be gathered from: ( )
选项A：the guest’s registration card and folio.
选项B：a questionnaire sent to past guests.
选项C：the front desk agent’s observations at check-out.
选项D：the front office log book and relevant group rsums.
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18.住店客人在离店前需到前台( )办理结账离店手续。
选项A：接待处
选项B：预定处
选项C：收银处
选项D：问讯处
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19.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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20.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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21.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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22.预订需要复述客人预订的内容包括( )。
选项A：客人抵店日期及飞机航班
选项B：客人想要入住房间种类与房价
选项C：客人全名
选项D：特殊要求
选项E：付款方式
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23.酒店的特别房价包括哪几种?( )
选项A：团队价
选项B：促销价
选项C：奖励价
选项D：家庭房价
选项E：公司或商务价
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24.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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25.前厅员工的( )都会影响宾客对饭店的评价。
选项A：正确的问候语
选项B：待客态度
选项C：语气语调
选项D：跟踪落实的能力
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26.一般来说,宾客投诉饭店可以分成四个不同的种类( )。
选项A：酒店设备
选项B：服务员的态度
选项C：员工服务的质量
选项D：异常事件
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27.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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28.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
选项E：地板磨光机
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29.对于银行来说,( )都被视同现金。
选项A：现金支票
选项B：旅游支票
选项C：挂账
选项D：汇款
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30.酒店的监视系统通常会对( )等周边和户外进行24小时监控。
选项A：停车场
选项B：游泳池
选项C：楼层
选项D：餐厅
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31.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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32.行李员要应该了解酒店房价政策,熟悉客房销售技巧,以便在销售客房时予以妥善运用。
选项A：对
选项B：错
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33.一家饭店常常会为每间客房制定一个标准价格。这个价格就称为折扣价。
选项A：对
选项B：错
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34.前台应该将每一个顾客的个人信息与资料汇总后合理的建立客人的住宿资料。
选项A：对
选项B：错
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35.酒店中的消防报警器又名红色报警装置,必要时打碎表层玻璃报警。
选项A：对
选项B：错
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36.总机员工在电话与客人进行沟通时应随着客人语速的快慢调整自已的应答应对语速。 ( )
选项A：对
选项B：错
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37.酒店的楼层钥匙可以打开饭店任一客房的门,即使客人反锁房门。也可以打开各办公室与工作间的门。
选项A：对
选项B：错
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38.“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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39.饭店员工发现爆炸物或可疑物时,应将它轻轻移动到安全地带。
选项A：对
选项B：错
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40.根据需要可以开一层或几层客房的门,由当班的楼层领班使用的钥匙叫做楼层万能钥匙。
选项A：对
选项B：错
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41.住店客人的房费、食品、酒水、电话和其他费用都要记录到杂项账单当中。
选项A：对
选项B：错
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42.机场饭店很常见,这些饭店都靠近主要交通枢纽。与其他分类的饭店相比,机场饭店无论是在规模上,还是服务档次上都比他们更强。
选项A：对
选项B：错
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43.中央预订系统(CRS)的英文全称是Central Reservation System 。
选项A：对
选项B：错
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44.饭店对住店客人所提出的住店要求通常包括豪华套房,非吸烟房,带特殊景观的房间等。
选项A：对
选项B：错
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45.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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46.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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47.前台接待员应该负责客房钥匙的收发、控制及迁出房间钥匙的收回管理。
选项A：对
选项B：错
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48.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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49.前台接待员应该彻底了解昨日住房率,当日住人,离店房间数量,VIP姓名以及当日各餐厅的宴会资料与酒店所举办的活动。
选项A：对
选项B：错
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50.在房间计价体系中的“小包价”是指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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