南开大学23年春《前厅部运营与管理（一）（二）（EI双语）》在线作业一

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-00001

Housekeeping’s cleaning responsibilities are typically determined by the: ( )
A:general manager.
B:executive housekeeper.
C:rooms division director.
D:manager of operations.
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Which of the following is typically considered the most impo奥鹏南开大学新学期作业参考 代做2元一门rtant outcome of the front office audit? ( )
A:the daily operations report
B:department detail and summary reports
C:reconciliation of room status discrepancies
D:verification and posting of room rates
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Which of the following is a recommended procedure for handling a guest complaint? ( )
A:Give the guest your undivided attention.
B:Tell the guest what can be done, offering choices for resolution.
C:Suggest that the problem is not as serious as the guest believes.
D:A and B
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饭店的自助式入住登记机一般被安置在饭店的( )。
A:大堂内
B:行政楼层
C:西餐厅入口
D:大门外
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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: ( )
A:adcance deposit
B:prepayment
C:MOC
D:corporate
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Which of the following front office computer applications would help managers track commissions payable to agents for booking business at their hotels? ( )
A:reservations module
B:rooms management module
C:guest accounting module
D:financial management module
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If a guestroom’s status is blocked, which of the following is true? ( )
A:The guestroom has been set aside for use by a group and may be reserved only by a member of that group.
B:The guestroom has been reserved by a member of a group that has a contract with the hotel for a number of rooms.
C:The guestroom is among a number of rooms that cannot be reserved or assigned until all other rooms outside the block are sold.
D:The guestroom is an out-of-order room.
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对于前厅部来说,( )是下列各对客服务过程中最重要的阶段。
A:入住登记
B:预订登记
C:排放定价
D:询问查询
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The maximum amount in credit card charges a hotel can accept without requesting special authorization on behalf of a credit card holder is called the: ( )
A:room rate range
B:PIA
C:floor limit
D:post status
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Rate wars among the economy, rooms-only properties in a warm-weather destination area have resulted in paper-thin profit margins for most of the competing properties. This situation can result from a approach to pricing. ( )
A:market condition
B:rule-of-thumb
C:Hubbart Formula
D:cost mark-up
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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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Mr. Dubois departed the Metro Hotel without settling his account. Responsibility for collecting the account would fall to the: ( )
A:front desk agent on duty when Mr. Dubois departed.
B:front office manager.
C:fraud department.
D:accounting department
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Which of the following factors helps in determining foresee ability at a given property? ( )
A:the visibility of local police in the surrounding community
B:the prior incidence of that type or similar types of crime on the premises
C:the crime rate of the surrounding community
D:B and C
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( )应该彻底了解昨日住房率,当日住人、迁出之房间数,VIP姓名、身份,以及当日各餐厅的宴会资料与酒店所举办的活动。
A:前台接待员
B:行李员
C:预订员
D:总机
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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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饭店每间可销售房收入的计算公式应该 是( )
A:每间可销售房收入=实际客房收入/可销售房间数
B:每间可销售房收入=预计客房收入/可销售房间数
C:每间可销售房收入=实际客房收入/为销售房间数
D:以上都不对
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Which of the following departments employs the largest staff in the rooms division? ( )
A:the front office
B:resercations
C:uniformed services
D:housekeeping
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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? ( )
A:cross-training
B:succession planning
C:pay for performance
D:job sharing
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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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Cash disbursed by the hotel on behalf of a guest and charged to the guest’s account is called a(n): ( )
A:charge purchase
B:paid-out
C:allowance
D:due back
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饭店使用的电话设备和系统包括( )
A:总机
B:饭店电话计费系统
C:客房内电话机
D:付费电话机
E:寻呼电话机
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下列哪些是描述酒店房态的术语( )
A:住客房
B:空房
C:豪华套房
D:待修房
E:行政套房
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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
A:客房
B:办公室
C:仓库
D:会议室
E:洗衣房
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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。
A:客人被伤害
B:被抢劫
C:财产受损
D:火灾
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前厅审计的主要目的是核实住客和非住客账户的记录与收入中心的交易报告的( )
A:准确性
B:连续性
C:存在性
D:完整性
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房价的设置方法包括( )
A:市场条件法
B:拇指规则法
C:千分之一法
D:哈伯特公式法
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在前厅会计中有以下几类型的凭单, 包括( )
A:现金凭单
B:收费凭单
C:转账凭单
D:折让凭单
E:付款凭单
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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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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。( )
A:安全的住宿环境
B:情节、舒适的客房
C:礼貌、专业、友好的服务
D:维护良好的设备设施
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实施超额预订时应考虑哪些因素( )。
A:团体预订与散客预订的比例
B:预定类别的比例
C:保证性预订
D:不同宾客数量所占的比例
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前厅部是酒店的神经中枢,掌控酒店日常的营运。
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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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。
A:对
B:错
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前厅审计员收集,结算和检查一整天内登入到住客分类账上的交易。
A:对
B:错
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前厅部是为宾客提供各种综合服务的部门,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。
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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前厅部(Front office)为客人提供服务最集中的地方是总机。
A:对
B:错
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鉴于销售部是为饭店销售客房的重要机构,所以它隶属于销售部。
A:对
B:错
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前台要制作营业日报表,内容包括账目情况,如现金账,应收账等,同时也显示各种住宿结构分析报告。
A:对
B:错
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顾客循环(Guest cycle)包括抵店前,抵店和入住期间三部分构成。
A:对
B:错
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饭店素有家外之家之称。
A:对
B:错
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酒店的夜间审计工作是酒店每日检查在前厅记录的客账交易是否与收入中心的交易一致的财务审核活动。
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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一些饭店授权总台收取延迟结账离店费用,当客人离店时间超过中午12点的时候。
A:对
B:错
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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。
A:对
B:错
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用会计术语表述,账户的左边称借方,右边称为货方。
A:对
B:错
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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。
A:对
B:错
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饭店的营收统计公式应该是营收统计=预计客房收入预计的客房收入。
A:对
B:错
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前厅部(Front office)为客人提供服务最集中的地方是前台。
A:对
B:错
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房间种类大致可分为客房及总统套房两种。
A:对
B:错
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