南开23春学期（高起本：1609、1703）《前厅部运营与管理（一）（二）（EI双语）》在线作业三

奥鹏南开大学新学期作业参考

南开大学23春学期（高起本：1609、1703）《前厅部运营与管理（一）（二）（EI双语）》在线作业

1.Which of the following statistics helps the front office manager decide whether to sell rooms 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.服务员请客人先行时,应说:( )
选项A：You go first.
选项B：After you
选项C：You after
选项D：First you go.
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3.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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4.“销售点”的英文是POS,它的全称是( )
选项A：Place of sale
选项B：Place of shell
选项C：Point of sale
选项D：Point of shell
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5.Which of the following revenue management methods might reject a reservation request for a one-night stay, even though rooms are available for that particular night? ( )
选项A：capacity management
选项B：discount allocation
选项C：duration control
选项D：reverse yield
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6.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 reservations did Mr. Barnes probably make? ( )
选项A：non-guaranteed reservation
选项B：credit card guaranteed reservation
选项C：travel agent guaranteed reservation
选项D：corporate guaranteed reservation
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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.Which of the following is a special room rate offered to guests in affiliated organizations such as travel agencies
and airlines because of potential referral business? ( )
选项A：commercial rate
选项B：incentive rate
选项C：promotional rate
选项D：complimentary rate
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9.住店客人的哪项费用不能记录到杂项账单中?
选项A：食品
选项B：住宿费
选项C：酒水
选项D：电话
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10.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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11.David works as a bell attendant and as a front desk agent at the 400-room Horizon Hotel. Working two different positions helps him maintain full-time employment status at the hotel and brings variety to his work. The front office benefits from David’s skills because the manager can schedule him to work while staffing around other employees’ vacations and absences. Which of the following best describes the internal recruiting strategy that the front office manager used with David? ( )
选项A：cross-training
选项B：succession planning
选项C：pay for performance
选项D：job sharing
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12.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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13.Which of the following hotel divisions or departments would be primarily responsible for maintaining the grounds surrounding a hotel? ( )
选项A：rooms division
选项B：unfiorm services department
选项C：housekeeping department
选项D：engineering division
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14.Ms. Sylvan paid an advance deposit of $300 when she reserved a room at the Convention Center Hotel. Upon check-in, her account would have a: ( )
选项A：debit balance of $300.
选项B：credit balance of $300.
选项C：no-post status.
选项D：house limit status.
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15.The first step in a typical front office routine is to: ( )
选项A：verify all room rates.
选项B：post room and tax charges.
选项C：balance all departments.
选项D：complete outstanding postings.
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16.When Ricardo, the front office manager of a 250-room hotel, sat down to interview Robin for an open front desk position, he immediately found out they graduated from the same high school. Throughout the rest of the interview, Ricardo evaluated Robin’s responses in a favorable light. Which of the following selection errors or biases affected Ricardo’s interview with Robin? ( )
选项A：devil's horns effect
选项B：similarity error
选项C：contrast error
选项D：halo effect
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17.Central reservations offices typically exchange room availability information with member properties and communicate reservation transactions ( )
选项A：weekly
选项B：daily
选项C：hourly
选项D：as they occur
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18.The general manager of a large, mid-market hotel wants to hire off-duty police officers as part-time security staff. Which of the following statements about off-duty police officers is false? ( )
选项A：They may be better able to identify known criminals.
选项B：They are oriented more toward crime prevention than the apprehension of criminals.
选项C：They may have superior training in dealing with emergencies.
选项D：They might be fatigued after already working a full duty shift.
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19.The difference between total payments and total charges to an account is called the: ( )
选项A：account receivable.
选项B：account balance..
选项C：debit.
选项D：credit
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2奥鹏南开大学新学期作业参考0.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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21.下列哪些条件属于宾客入住提出的特殊要求范畴?( )
选项A：房间的位置
选项B：房间的景色
选项C：吹风机
选项D：无烟房
选项E：柔软的毛巾
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22.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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23.饭店的成本中心包括( )
选项A：客房部
选项B：财务部
选项C：前厅部
选项D：工程维修部
选项E：人力资源部
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24.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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25.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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26.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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27.一般来说,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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28.前厅部在做夜审的时候,系统更新除了更新信息外,还要( )。
选项A：重新整理系统文件
选项B：进行系统维护
选项C：产生报告
选项D：提供每日营业的关账时点
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29.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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30.宾客投诉可以分成( )以及异常事件。
选项A：酒店设备
选项B：员工的态度
选项C：服务的质量
选项D：酒店的星级
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31.用会计术语表述的饭店住店客人的账户的左边称为货方(简写为CR),右边称借方(简写为DR)。
选项A：对
选项B：错
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32.自助结账终端或房间内系统是与前厅电脑系统接口的,目的是保护客人的隐私。
选项A：对
选项B：错
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33.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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34.套间饭店客房特征是除了卧房外还包括一间会客室供客人会晤客人使用。
选项A：对
选项B：错
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35.楼层万能钥匙仅可以开一层客房的门,由当班的楼层领班使用。
选项A：对
选项B：错
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36.前厅部(Front office)为客人提供服务最集中的地方是前台。
选项A：对
选项B：错
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37.应收住客帐是有关客人尚未登记住宿或尚未支付预付订金而设立的客人账户。
选项A：对
选项B：错
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38.赌场型饭店又名菠菜型饭店。
选项A：对
选项B：错
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39.延期房是那些比原定离店日期推迟离店的客人居住的房间。延期客人来店时可以有保证类预订或非保证类预订,也可以市门客人。
选项A：对
选项B：错
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40.前厅部员工应以门市价销售客房,无论客人是否符合享受折扣房价的条件。
选项A：对
选项B：错
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41.饭店是不会讲挂账的权利给当地的公司或旅行社的,挂账只限于住店的客人。
选项A：对
选项B：错
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42.前厅部是为宾客提供各种预订的部门,负责招徕并接待宾客,销售饭店客房及餐饮娱乐等产品和服务,协调饭店各部门的对客服务,为饭店高级管理决策层及各相关职能部门提供各种信息参考。
选项A：对
选项B：错
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43.房间种类大致可分为客房及总统套房两种。
选项A：对
选项B：错
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44.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,一般来说,每个饭店只有一至两把紧急钥匙,由客房部行政管家与保安部经理分别控制与管理。
选项A：对
选项B：错
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45.与T形账户相类似,账户余额的增加记录在支付栏,账户余额的减少记录在计费栏。
选项A：对
选项B：错
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46.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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47.独立经营的饭店在产权方面属于其他机构,在管理上加盟其他机构。
选项A：对
选项B：错
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48.一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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49.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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50.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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