南开大学23年春《前厅部运营与管理（一）（二）（EI双语）》在线作业二

奥鹏南开大学新学期作业参考

23春学期（高起本：1709-2103、专升本/高起专：1909-2103）《前厅部运营与管理（一）（二）（EI双语）》在线作业-00002

A business traveler arrives without a reservation at the Downtown Plaza Hotel. He has several bags with product samples from his business and will be demonstrating them to clients over the next few days. Which of the following types of rooms would best meet the traveler’s needs? ( )
A:connecting rooms
B:adjacent rooms
C:a suite
D:adjoining rooms
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Which of the following may be a characteristic of an extended-stay hotel? ( )
A:several kinds of food and beverage services
B:recreational and exercise facilities
C:conference and meeting rooms
D:limited housekeeping services
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饭店应该邀请当地( )来店培训员工掌握正确使用灭火器材。
A:消防部门
B:公安局
C:工商局
D:纪检部门
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The level of service quality in hotels is determined by: ( )
A:independent rating services.
B:increasing service variability.
C:consistent service delivery.
D:the variety of amenities offered.
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Which of the following best describes a mission statement? ( )
A:a description of a company’s target markets and how to reach them
B:a five-year operational plan for increasing revenues
C:a statement of the organization’s unique purpose
D:an explanation of the activities an organization must perform to achieve its defined goals
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“销售点”的英文是POS,它的全称是( )
A:Place of sale
B:Place of shell
C:Point of sale
D:Point of shell
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每位住店客人产生的效益的计算方法 是 ( )
A:每位住店客人产生的效益=实际客房收入客人人数
B:每位住店客人产生的效益=预计客房收入客人人数
C:每位住店客人产生的效益=（预计＋实际客房收入）客人人数
D:以上都不对
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“希望你好好休息,早日康复”的英语是 ( )
A:please take a good rest and I hope you will get well soon.
B:please take a rest and I hope you'll get soon.
C:please take several rests and I hope you'll get soon.
D:please go to rest,I hope you'll get soon.
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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. ( )
A:chain property
B:franchisee
C:corporate
D:independent
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The first step in a typical front office routine is to: ( )
A:verify all room rates.
B:post room and tax charges.
C:balance all departments.
D:complete outstanding postings.
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Which of the following types of front office software enables a hotel to generate rooms reports, revenue reports, and forecasting reports? ( )
A:general management software
B:guest accounting software
C:rooms management software
D:reservations management software
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Which of the following types of guests would be least likely to have a high-balance account? ( )
A:a business traveler paying by credit card
B:a leisure traveler paying by credit card
C:a paid-in-advance guest
D:a meeting planner paying by direct bill
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In a large full-service hotel, the front office manager reports to the: ( )
A:general manager
B:chief engineer
C:rooms division manager
D:security director
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Which of the followwing results from a communication problem between housekeeping and the front office? ( )
A:lock-out situations
B:late check-outs
C:on-change rooms
D:room status discrepancise
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In most instances, the information needed for a guest history record can be gathered from: ( )
A:the guest’s registration card and folio.
B:a questionnaire sent to past guests.
C:the front desk agent’s observations at奥鹏南开大学新学期作业参考 代做2元一门 check-out.
D:the front office log book and relevant group rsums.
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The status of a group’s reservation changes from blocked to booked as: ( )
A:the cut-off date approaches.
B:the cut-off date passes.
C:group members reserve rooms.
D:group members cancel rooms.
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( )是饭店工作的“橱窗”,代表着饭店的对外形象。
A:前厅
B:客房
C:餐厅
D:销售部
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Laura, the executive housekeeper at the King’s Arms Hotel, wants to purchase new vacuums for the room attendants. To complete her cost/benefit analysis, she needs information about the frequency and costs of repairs to the current vacuums. Which of the following documents kept by the engineering/maintenance department would give Laura the information she needs? ( )
A:preventive maintenance records
B:equipment data cards
C:equipment history records
D:scheduled maintenance records
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The percentage of overstays is equal to: ( )
A:the number of overstay rooms divided by the number of expected room check-outs.
B:the number of overstay rooms divided by the number of actual room check-outs.
C:the number of stayover rooms divided by the number of expected room arrivals.
D:the number of overstay rooms divided by the number of reservations.
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The Royal Flint Hotel has 380 rooms. At 70 percent occupancy, 120 of the 266 rooms sold are normally occupied by more than one person. The multiple occupancy percentage would be percent. ( )
A:31.6
B:45.1
C:48.9
D:44.09
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大多饭店通常有很多销售点,如( )
A:餐厅
B:酒吧
C:茶座
D:房内用餐
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前厅员工的( )都会影响宾客对饭店的评价。
A:正确的问候语
B:待客态度
C:语气语调
D:跟踪落实的能力
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除了饭店之外,还有一些其他种类的住宿设施可供商务游客和休闲客选择。( )在某种程度也起到饭店的作用,因为他们都是出租过夜的场地与设施。
A:房车营地
B:帐篷营地
C:流动之家公园
D:MOTEL
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一份填写完整的入住登记卡应包含客人的 ( )
A:签名
B:家庭和公司地址
C:电话号码
D:客人的婚姻状况
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前厅账务处理的方法和要求( )
A:账户清楚
B:延迟办理
C:转账迅速
D:记账准确
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预定的内容包括( )。
A:宾客的家庭地址
B:宾客的电话号码（国家代码，地区代码）
C:宾客的抵店日期与时间
D:宾客的宗教信仰
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房间的价格高低和一下哪些因素有直接的联系?( )
A:房间的面积
B:房间的朝向
C:餐厅的大小
D:是否是无烟房
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一般来说,宾客投诉饭店可以分成四个不同的种类( )。
A:酒店设备
B:服务员的态度
C:员工服务的质量
D:异常事件
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饭店的营收中心包括( )
A:前厅部
B:客房部
C:餐饮部
D:工程部
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前厅部如果要计算房间的基本出租比例的话,需要收集哪些资料?( )
A:可销售房数量
B:已销售房数量
C:客人数量
D:每间客房客人数量
E:净客房收入
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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。
A:对
B:错
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对于每个入住饭店的客人,我们都要根据客人住宿时间(天数)与结账时间,人数向客人主动介绍并努力推荐其所需的房型。
A:对
B:错
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赠送价通常指客人住店期间免收房费,但客人用餐、打电话等其他消费需要付款。
A:对
B:错
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专为接待大型会议而设计的会务酒店,能够提供最多2000间的客房。
A:对
B:错
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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。
A:对
B:错
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客房部的楼层总钥匙是用来开启整个饭店全部楼层的客房。
A:对
B:错
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如今商务型饭店大都位于城市的郊区,因位置方便出入而对目标市场颇具吸引力。
A:对
B:错
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营业日报表,又称为经理24小时内的财务活动小结。营业日报表提供一种调节方法,使现金、银行账户、营收和应收账款相互协调。
A:对
B:错
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不可周转的物资包括清洁用品、一般可用品,如浴皂,以及特殊客人用品,包括牙刷、洗发液、护发素甚至芳香浴盐和花露水。
A:对
B:错
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前厅部经理们要做的最重要的短期计划工作当数预测将来任意一天的可销售房间数。
A:对
B:错
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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。
A:对
B:错
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“住宿费多少”英文是What does is cost?
A:对
B:错
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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。
A:对
B:错
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前厅部的首要任务是销售客房。
A:对
B:错
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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。
A:对
B:错
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在酒店中,客人的住宿登记是一种必备的法律手段。
A:对
B:错
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公寓饭店为宾客提供长期或永久性的住宿设施,通常设立在海滨与森林之中。
A:对
B:错
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在海边的酒店肯定是度假饭店,度假型饭店肯定依海而建。
A:对
B:错
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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。
A:对
B:错
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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。
A:对
B:错
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