南开大学23年春学期《前厅部运营与管理（一）（二）（EI双语）》在线作业二

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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-00002

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? ( )
A:non-guaranteed reservation
B:credit card guaranteed reservation
C:travel agent guaranteed reservation
D:corporate guaranteed reservation
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When a guest checks out and settles his or her account, the room’s status changes from occupied to: ( )
A:stayover
B:on-change
C:due out
D:ready for sale
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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。
A:支出
B:收入
C:转账
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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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 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? ( )
A:They may be better able to identify known criminals.
B:They are oriented more toward crime prevention than the apprehension of criminals.
C:They may have superior training in dealing with emergencies.
D:They might be fatigued after already working a full duty shift.
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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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Adding charges and a note “signature on file” to a guest’s previously settled credit card account is: ( )
A:illegal
B:a common practice for collecting late charges
C:a typical way to handle skippers.
D:the usual way hotels settle disputed guest bills.
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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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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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Establishing an accounts receivable billing policy and procedure includes determining the: ( )
A:number of days between billings.
B:amount of anticipated room sales.
C:estimated occupancy for the next 30 days.
D:nature of pre-settlement verification activities.
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All the accounts listed on a high-balance report are: ( )
A:guest and non-guest accounts that have reached or exceeded assigned credit limits.
B:non-guest accounts.
C:guest accounts that are due to check out the next day.
D:guest accounts that have reached or exceeded assigned credit limits.
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Which of the following does the chapter recommend as the way to handle telephone messages for guests? ( )
A:Place the message slip in the guest’s mail and message rack slot until the guest requests it.
B:Slide the message slip under the door of the guest’s room.
C:Time-stamp the message slip, place it in an envelope, and deliver it to the guest’s room as soon as possible.
D:Time-stamp the message slip, place it in the guest’s mail and message rack slot, and switch on any in room message indicators
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Which of the following system interfaces with a hotel’s property management system allows guest account transactions to be quickly transmitted from remote revenue centers and posted automatically to electronic guest folios? ( )
A:a point-of-sale system
B:general ledger software
C:financial reporting software
D:an inventory control system
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前厅部与( )之间必须相互通知房态变更情况,以确保实现高效地为宾客安排客房,避免出现混乱。
A:保安部
B:客房部
C:工程部
D:财务部
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Compensatory damages are awarded: ( )
A:to punish a defendant for outrageous conduct.
B:to the plaintiff for pain and suffering.
C:only when punitive damages are also awarded.
D:based on the emotions of the plaintiff.
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Independent documentation by different hotel departments that verifies transactions posted to guest accounts enables the front office auditor to: ( )
A:monitor high-balance accounts.
B:reconcile front office accounts with revenue center and departmental records.
C:resolve room status discrepancies.
D:ensure proper room and tax postings.
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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? ( )
A:percentage of walk-ins
B:percentage of no-shows
C:multiple occupancy percentage
D:average daily rate
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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? ( )
A:commercial rate
B:incentive rate
C:promotional rate
D:complimentary rate
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Which of the following statements is true? ( )
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.
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.
C:A calendar plan for deep cleaning of guestrooms should schedule the majority of work for periods of high occupancy
D:Productivity standards for guestroom cleaning are uniform throughout the lodging industry.
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当今饭店通过很多先进的途径接受预定问询,包括( )
A:面对面预定
B:通过电话
C:信函
D:邮件或传真
E:中心预定系统
F:全球分销系统
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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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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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酒店中的“后台”包括( )
A:客房部
B:工程维修部
C:餐饮部
D:财务部
E:人力资源部
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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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对于银行来说,( )都被视同现金。
A:现金支票
B:旅游支票
C:挂账
D:汇款
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影响房价的因素有( )
A:客房数量
B:餐饮的质量
C:服务的水平
D:客房位置
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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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酒店内特殊类型的房间通常包括哪几种? ( )
A:无烟客房
B:商务房
C:残疾人客房
D:女士客房
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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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前厅部最常用的经营比例是出租率百分比。出租率指的是一段时间内无论是售出或占用的房间数与已经销售房间数房间数之比。
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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请勿打扰房Do not disturb 简写DND ,指住客为了不受干扰,在门把手上挂“请勿打扰”字样的灯。此房只属于住客房,不可能是走房或空房。
A:对
B:错
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预订员应该对酒店客房形态、房号位置所在及房间内部格局与陈设都应该熟悉。
A:对
B:错
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大堂副理的主要职责为处理至酒店消费的全部客人的各式疑问和各种抱怨,通常都由资深的前厅部员工担任。
A:对
B:错
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饭店.收客人取入住押金的种类只有现金 。
A:对
B:错
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电话预订客房具有直接、迅速、清楚地传递双方信息的特点,前厅服务员受理客人电话预订时无特殊要求。
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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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)。
A:对
B:错
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所有增加或减少账户余额的交易均被记录在总账单上。
A:对
B:错
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预订员应该对酒店客房面积,具体位置所在及房间内部装修程度了如指掌。
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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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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拇指规则法是在决定每间房的平均销售价时考虑到经营成本、利润目标以及客房预期销售数的房间价格计价方法。
A:对
B:错
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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。
A:对
B:错
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非住客账单的账户分配给饭店授权挂账的非住客公司或旅行社。
A:对
B:错
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外宿房(Sleep out简写S/O)指住客在外过夜而未回该房间住宿,前台应将此信息通知大堂副理及客房管家部,大堂副理应双锁该客房,并记录,客人返回时,大堂副理再为客人开启房门。
A:对
B:错
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前厅系统可以使用遥控技术与收入中心连接进行自动化过账。
A:对
B:错
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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。
A:对
B:错
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在酒店的客房部中,可周转使用的设备有客房服务员的工作车、吸尘器、洗地毯机、地板磨光机以及其他设备。
A:对
B:错
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