南开大学23年春学期《前厅部运营与管理（一）（二）（EI双语）》在线作业三

奥鹏南开大学新学期作业参考

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-00003

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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服务员请客人先行时,应说:( )
A:You go first.
B:After you
C:You after
D:First you go.
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Departmental income statements are called: ( )
A:line items
B:recvenue summaries
C:scheduls
D:consolidations
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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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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? ( )
A:capacity management
B:discount allocation
C:duration control
D:reverse yield
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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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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. ( )
A:front office
B:reservations
C:sales
D:F&B
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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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住店客人的哪项费用不能记录到杂项账单中?
A:食品
B:住宿费
C:酒水
D:电话
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Which of the following is a function of the front office audit? ( )
A:ensuring the separation of front office job functions
B:balancing all front office accounts
C:resolving room status discrepancies
D:B and C
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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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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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Which of the following hotel divisions or departments would be primarily responsible for maintaining the grounds surrounding a hotel? ( )
A:rooms division
B:unfiorm services department
C:housekeeping department
D:engineering division
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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: ( )
A:debit balance of $300.
B:credit balance of $300.
C:no-post status.
D:house limit status.
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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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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? ( )
A:devil's horns effect
B:similarity error
C:contrast error
D:halo effect
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Central reservations offices typically exchange room availability information with member properties and communicate reservation transactions ( )
A:weekly
B:daily
C:hourly
D:as they occur
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The general manager of a large, mid-market hotel wants to hire off奥鹏南开大学新学期作业参考 代做2元一门-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 difference between total payments and total charges to an account is called the: ( )
A:account receivable.
B:account balance..
C:debit.
D:credit
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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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下列哪些条件属于宾客入住提出的特殊要求范畴?( )
A:房间的位置
B:房间的景色
C:吹风机
D:无烟房
E:柔软的毛巾
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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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饭店的成本中心包括( )
A:客房部
B:财务部
C:前厅部
D:工程维修部
E:人力资源部
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酒店中的“前台”包括( )
A:前厅部
B:客房部
C:餐饮部
D:工程部
E:保安部
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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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若按位置划分的话,酒店的房间可以分为 ( )。
A:外景房
B:内景房
C:角房
D:连通房
E:相邻房
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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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前厅部在做夜审的时候,系统更新除了更新信息外,还要( )。
A:重新整理系统文件
B:进行系统维护
C:产生报告
D:提供每日营业的关账时点
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预订需要复述客人预订的内容包括( )。
A:客人抵店日期及飞机航班
B:客人想要入住房间种类与房价
C:客人全名
D:特殊要求
E:付款方式
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宾客投诉可以分成( )以及异常事件。
A:酒店设备
B:员工的态度
C:服务的质量
D:酒店的星级
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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)。
A:对
B:错
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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。
A:对
B:错
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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。
A:对
B:错
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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。
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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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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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。
A:对
B:错
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赌场型饭店又名菠菜型饭店。
A:对
B:错
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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。
A:对
B:错
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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。
A:对
B:错
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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。
A:对
B:错
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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。
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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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。
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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中央预订系统(CRS)的英文全称是Central Reservation System 。
A:对
B:错
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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。
A:对
B:错
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一些故意不结账而离开饭店客人通常称之为逃账者。
A:对
B:错
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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。
A:对
B:错
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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。
A:对
B:错
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