南开大学22秋学期《前厅部运营与管理（一）（二）（EI双语）》在线作业4

奥鹏教育南开大学平时作业

22秋学期（高起本：1603、1609、1703）《前厅部运营与管理（一）（二）（EI双语）》在线作业-00001

At the SafeWay Hotel, each room attendant is issued one electronic key that is coded to provide access to the rooms he/she is assigned to clean for that day. These keys are called: ( )
A:floor keys
B:section masters
C:building masters.
D:E-keys
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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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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 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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“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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Performing the front office audit requires attention to: ( )
A:staffing considerations
B:security issues.
C:guest credit restrictions
D:wage rates
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The Snow Ski Resort offers a special rate that includes the room charge, breakfast and dinner, and all-day lift tickets. This is an example of a rate. ( )
A:corporate
B:group
C:race
D:package plan
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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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When Ricardo, the front office manager of a 250-room hotel, sat down to interview Robin for an open front desk position, h奥鹏教育南开大学平时作业e 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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送别客人时,服务员常说希望您在这里住的愉快,英文表达应该是( )。
A:We hope you'll enjoy your stay here.
B:We hope you've enjoyed your stay here.
C:We hope you'll have a good time.
D:We hope you happy here.
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The Always-Booked Hotel sent Ms. Garcia a no-show bill for room and tax charges. Upon receiving the bill, she called the hotel and was able to have the bill rescinded because she had a: ( )
A:confirmation number.
B:credit card guaranteed reservation.
C:travel agent guaranteed reservation.
D:non-guaranteed reservation.
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At the Burnt Tree Hotel, meals are priced separately from guestroom charges. This arrangement is
called the Plan。 ( )
A:American
B:Modified American
C:European
D:Asian
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What's the meaning for "room service"?
A:房间服务
B:送餐服务
C:清扫客房
D:整理房间
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Which of the following features or services is likely to be found at an economy/limited service property? ( )
A:banquet rooms
B:small meeting rooms
C:room service
D:uniformed services
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Identifying smaller groups within a target market and developing products and services to satisfy these groups is called: ( )
A:franchising.
B:market segmentation.
C:demand marketing.
D:supply marketing.
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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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How should hotel personnel regard guest complaints? ( )
A:Every complaint should be welcomed as an opportunity to enhance guest relations.
B:Complaints should be viewed as inconvenient interruptions to the work routine.
C:Complaints should be ignored, if possible.
D:Guest complaints should not be taken seriously unless the guest is angry
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Which of the following settlement options will work with express check-out and self check-out? ( )
A:cash payment
B:credit card payment
C:direct billing
D:B and C
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Which of the following is a common hotel security procedure? ( )
A:require identification before issuing a room key to guests
B:never mention a guest’s room number aloud
C:issue E-keys to all hotel managers and supervisors
D:A and B
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饭店的日平均房价的计算公式应该是( )
A:日平均房价=客房收入饭店总客房数
B:日平均房价=客房收入可销售客房数
C:日平均房价=客房收入未售出客房数
D:日平均房价=客房收入售出客房数
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客房部中可周转使用的设备有客房服务员的( )以及其他设备。
A:工作车
B:吸尘器
C:床单
D:洗地毯机
E:地板磨光机
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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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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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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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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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客房预订的种类( )
A:临时性预订
B:确认性预订
C:保证性预订
D:传真预订
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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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作为前厅部经理,领导工作包括( )。
A:督促检查
B:激励促进
C:纪律约束
D:以身作则
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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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账户可以想象成一种用来存放各种交易结果的( )或( )。
A:篮子
B:容器
C:盒子
D:箱子
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团队旅行不同于商务旅行,因为组成的客源以团队形式出现,比如有组织的旅行团,游览团等。
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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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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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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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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在客房出租期间,客人会计系统要跟踪 客人的消费。
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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用会计术语表述,账户的左边称货方(简写为DR),右边称为借方(简写为CR)。
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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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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饭店素有家外之家之称。
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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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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一家饭店常常会为每间客房制定一个标准价格。这个价格就称为折扣价。
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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酒店客房部中安装的烟雾报警器又叫做烟雾感应,大量蒸汽有时也会引发烟感报警。
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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根据市场因素,门市价在一年中也可以有所变化。价格可能由于季节变化或本地的重大活动而发生改变。
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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