南开大学22秋学期《前厅部运营与管理（一）（二）（EI双语）》在线作业三

奥鹏教育南开大学平时作业

22秋学期（高起本1709-1803、全层次1809-2103）《前厅部运营与管理（一）（二）（EI双语）》在线作业-00003

The City Center Hotel is hosting the regional conference of a mechanical engineers association. Several late arrivals attending the conference inquired at the front desk about that evening’s off-site entertainment function. Front desk agents would find the information recorded in the: ( )
A:reader bo奥鹏教育南开大学平时作业ard
B:information directory
C:log book
D:group rsum book
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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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客人说:Please wake me up at a quarter past six a.m.应该是( )
A:早上6:15叫醒
B:晚上6:15叫醒
C:早上6：:4叫醒
D:晚上6:45叫醒
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Which of the following is issued by credit card companies to assure hotels that a guest’s credit card is valid? ( )
A:status code
B:approval/denial number
C:transaction code
D:authorization code
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A.m.是指( )
A:正午12:00'00"正至深夜11:59'59"
B:凌晨0:00'00"正到深夜11:59'59"
C:正午12:00'00"正至凌晨0:00'00"
D:凌晨0:00'00"正至正午11:59'59"
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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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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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到了淡季,饭店常常为了促销而向不同的团队客人和不同的散客退出( )
A:特别房价
B:门市价
C:最低价
D:以上都不对
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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 De Long Hotel has three different rate categories of rooms. Forecasts show midweek low-demand dates for the higher-priced executive floor rooms. Using principles of capacity management, the reservations manager should: ( )
A:overbook rooms in lower-priced categories and, if necessary, upgrade arriving guests to higher-priced rooms.
B:raise the rates for the executive floor rooms.
C:offer the executive floor rooms as part of a midweek escape package to local couples with children.
D:A and C
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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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If an arriving guest would like the assistance of a bell person, after assigning the guestroom the front desk agent should: ( )
A:hand the guestroom key to the guest, introduce the bell person, and tell the bell person the room number.
B:introduce the bell person, hand the key to the bell person, and tell the guest the room number.
C:introduce the bell person and hand the key to the guest without stating the room number.
D:introduce the bell person and hand the key to the bell person without stating the room number.
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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 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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Activities and standards that an organization must successfully perform or achieve to effectively carry out its mission are called: ( )
A:strategies
B:tactics
C:goals
D:responsibilities
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Final responsibility for the cleanliness and overall appearance of banquet and meeting rooms usually rests with the: ( )
A:general manager.
B:convention services staff.
C:banquet staff.
D:housekeeping staff.
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Which of the following statements is false? ( )
A:Differences between actual expenses and budgeted expenses are called variances
B:Productivity standards for room attendants are the same for economy hotels and all-suite hotels
C:The executive housekeeper should review performance standards at least once a year
D:Performance standards for guestroom cleaning vary from hotel to hotel within the lodging industry
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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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Which of the following is an appropriate action for a hotel’s in-house security office ? ( )
A:asking questions following an incident
B:use of deadly force
C:search of a guest’s room for evidence
D:detaining all suspects involved in an incident
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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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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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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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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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住店的客人能够通过多种付款方式结清其账户余额,结账的方式包括( )结账。
A:现金支付
B:信用卡
C:直接转账
D:混合方式
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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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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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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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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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前台出纳应该熟练辨别现金之真伪。
A:对
B:错
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促销价是酒店推出的一间客房与其他活动如早餐、高尔夫球、网球或停车结合在一起的价格。
A:对
B:错
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客人通过“Internet/网络”进行预订是目前最先进的预订房间的方式。
A:对
B:错
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前厅会计系统是每周一次进行更新的。
A:对
B:错
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客人在入住登记时饭店要求宾客自行填写一份包括其姓名、地址、电话、单位名称以及其他个人资料的入住登记单。
A:对
B:错
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预订的内容不包括宾客抵店日期与时间。
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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客务部门的人员服务态度、效率和专业知识对旅客决定住宿与否往往有关键性的影响力。
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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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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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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恐怖分子会用电话举报,信件,短信等信息直接或者间接告诉酒店他们安放爆炸物的地方。
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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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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用一定时期门市客人的用房数除以同期抵店客人总用房数,得出门市客人的百分比。
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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携少量行李的住客房Occupied without luggage简写N/B,指该客房住客没有行李,为防止客人逃账,客房部应将此种客房状态通知总台。
A:对
B:错
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在酒店的客房部中,可周转物资包括棉织品、大部分设备以及一部分客用品。
A:对
B:错
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住房率计算公式是住房率=占用的客房数/饭店总房间数。
A:对
B:错
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