还剩11页未读,继续阅读
本资源只提供10页预览,全部文档请下载后查看!喜欢就下载吧,查找使用更方便
文本内容:
南开大学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.Mr.BarnesmadeareservationattheMetroHotel.Hearrivedat9P.M.onlytofindthatthehotelwasfull.Theroomheldforhimwasreleasedforsaleat6P.M.BasedonthisinformationwhichofthefollowingtypesofreservationsdidMr.Barnesprobablymake()选项A non-guaranteedreservation选项B creditcardguaranteedreservation选项C travelagentguaranteedreservation选项D corporateguaranteedreservation参考答案A.Whenaguestchecksoutandsettleshisorheraccounttheroomsstatuschangesfromoccupiedto()选项A stayover选项B on-change选项C dueout选项D readyforsale参考答案B.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,也就是销售点选项A支出选项B收入选项C转账选项D以上都不对参考答案B.饭店每间可销售房收入的计算公式应该是()参考答案B.前厅部Fronloffice为客人提供服务最集中的地方是总机选项A对选项B错参考答案B.请勿打扰房Donotdisturb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选项A对选项B错参考答案B.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选项A对选项B错参考答案A.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选项A对选项B错参考答案A.饭店•收客人取入住押金的种类只有现金选项A对选项B:错参考答案B.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选项A对选项B错参考答案B.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选项A对选项B错参考答案A.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)选项A对选项B错参考答案A.所有增加或减少账户余额的交易均被记录在总账单上选项A对选项B错参考答案A.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选项A对选项B错参考答案B.在酒店中,客人的住宿登记是一种必备的法律手段选项A:对选项B错参考答案B.在海边的酒店肯定是度假饭店,度假型饭店肯定依海而建选项A对选项B错参考答案B.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选项A对选项B错参考答案B.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选项A对选项B错参考答案A.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选项A对选项B错参考答案A.外宿房(Sleepout简写S/0)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选项A对选项B错参考答案A.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选项A对选项B错参考答案A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,康体等方面的服务选项A对选项B错参考答案A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选项A对选项B错参考答案A选项A每间可销售房收入=实际客房收入/可销售房间数选项B每间可销售房收入二预计客房收入/可销售房间数选项C每间可销售房收入=实际客房收入/为销售房间数选项D以上都不对参考答案ALauratheexecutivehousekeeperattheKingsArmsHotelwantstopurchasenewvacuumsfortheroomattendants.Tocompletehercost/benefitanalysissheneedsinformationaboutthefrequencyandcostsofrepairstothecurrentvacuums.Whichofthefollowingdocumentskeptbytheengineer!ng/maintenancedepartmentwouldgiveLauratheinformationsheneeds选项A preventivemaintenancerecords选项B equipmentdatacards选项C:equipmenthistoryrecords选项D scheduledmaintenancerecords参考答案CThegeneralmanagerofalargemid-markethotelwantstohireoff-dutypoliceofficersaspart-timesecuritystaff.Whichofthefollowingstatementsaboutoff-dutypoliceofficersisfalse选项A Theymaybebetterabletoidentifyknowncriminals.选项B Theyareorientedmoretowardcrimepreventionthantheapprehensionofcriminals.选项C Theymayhavesuperiortrainingindealingwithemergencies.选项D Theymightbefatiguedafteralreadyworkingafulldutyshift.参考答案BThelevelofservicequalityinhotelsisdeterminedby()选项A independentratingservices.选项B increasingservicevariability.选项C consistentservicedelivery.选项D thevarietyofamenitiesoffered.参考答案CAddingchargesandanoteusignatureonfile”toaguestJspreviouslysettledcreditcardaccountis()选项A illegal选项B acommonpracticeforcollectinglatecharges选项C atypicalwaytohandleskippers.选项D theusualwayhotelssettledisputedguestbills.参考答案B9每位住店客人产生的效益的计算方法是()选项A每位住店客人产生的效益二实际客房收入♦客人人数选项B每位住店客人产生的效益二预计客房收入+客人人数选项C每位住店客人产生的效益=(预计+实际客房收入)小客人人数选项D以上都不对参考答案A.对于前厅部来说,()是下列各对客服务过程中最重要的阶段选项A入住登记选项B预订登记选项C排放定价选项D询问查询参考答案A.Establishinganaccountsreceivablebillingpolicyandprocedureincludesdeterminingthe选项A numberofdaysbetweenbillings.选项B amountofanticipatedroomsales.选项C estimatedoccupancyforthenext30days.选项D natureofpre-settlementverificationactivities.参考答案A.Alltheaccountslistedonahigh-balancereportare选项A guestandnon-guestaccountsthathavereachedorexceededassignedcreditlimits.选项B non-guestaccounts.选项C guestaccountsthatareduetocheckoutthenextday.选项D guestaccountsthathavereachedorexceededassignedcreditlimits.参考答案A.Whichofthefollowingdoesthechapterrecommendasthewaytohandletelephonemessagesforguests选项A Placethemessageslipintheguestsmailandmessagerackslotuntiltheguestrequestsit.选项B Slidethemessageslipunderthedooroftheguestsroom.选项C Time-stampthemessageslipplaceitinanenvelopeanddeliverittotheguestsroomassoonaspossible.选项D Time-stampthemessageslipplaceitintheguestsmailandmessagerackslotandswitchonanyinroommessageindicators参考答案D.WhichofthefollowingsysteminterfaceswithahotelJspropertymanagementsystemallowsguestaccounttransactionstobequicklytransmittedfromremoterevenuecentersandpostedautomaticallytoelectronicguestfolios选项A apoint-of-salesystem选项B generalledgersoftware选项C financialreportingsoftware选项D aninventorycontrolsystem参考答案A.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,避免出现混乱选项A保安部选项B客房部选项C工程部选项D财务部参考答案B.Compensatorydamagesareawarded选项A topunishadefendantforoutrageousconduct.选项B totheplaintiffforpainandsuffering.选项C onlywhenpunitivedamagesarealsoawarded.选项D basedontheemotionsoftheplaintiff.参考答案B.Independentdocumentationbydifferenthoteldepartmentsthatverifiestransactionspostedtoguestaccountsenablesthefrontofficeauditorto选项A monitorhigh-balanceaccounts.选项B reconcilefrontofficeaccountswithrevenuecenteranddepartmentalrecords.选项C:resolveroomstatusdiscrepancies.选项D ensureproperroomandtaxpostings.参考答案B.Whichofthefollowingstatisticshelpsthefrontofficemanagerdecidewhethertosellroomstowalk-inguestsonnightswhenthehotelnearsfulloccupancy选项A percentageofwalk-ins选项B percentageofno-shows选项C:multipleoccupancypercentage选项D averagedailyrate参考答案B.Whichofthefollowingisaspecialroomrateofferedtoguestsinaffiliatedorganizationssuchastravelagenciesandairlinesbecauseofpotentialreferralbusiness选项A commercialrate选项B incentiverate选项C:promotionalrate选项D complimentaryrate参考答案B.Whichofthefollowingstatementsistrue选项A Todeterminerealisticproductivitystandardsanexecutivehousekeepershouldconducttimeandmotionstudiesonalltasksnecessarytocleanandmaintaineachitemonanareaysinventorylist.选项B Beforedeterminingthenumberofguestroomsthataroomattendantshouldbeexpectedtocleanduringaworkshifttheexecutivehousekeepermustfirstestablishperformancestandardsforguestroomcleaning.选项C:Acalendarplanfordeepcleaningofguestroomsshouldschedulethemajorityofworkforperiodsofhighoccupancy选项D Productivitystandardsforguestroomcleaningareuniformthroughoutthelodgingindustry.参考答案B.当今饭店通过很多先进的途径接受预定问询,包括()选项A面对面预定选项B通过电话选项C信函选项D邮件或传真选项E中心预定系统选项F全球分销系统参考答案:ABDEF.预定的内容包括()o选项A宾客的家庭地址选项B宾客的电话号码(国家代码,地区代码)选项C宾客的抵店日期与时间选项D宾客的宗教信仰参考答案:ABC.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选项A客人被伤害选项B被抢劫选项C财产受损选项D火灾参考答案:ABCD.酒店中的“后台”包括()选项A客房部选项B工程维修部选项C餐饮部选项D财务部选项E人力资源部参考答案ABDE.房价的设置方法包括()选项A市场条件法选项B拇指规则法选项C千分之一法选项D哈伯特公式法参考答案:ABD.对于银行来说,()都被视同现金选项A现金支票选项B旅游支票选项C挂账选项D汇款参考答案:ABD.影响房价的因素有()选项A客房数量选项B餐饮的质量选项C服务的水平选项D客房位置参考答案ACD.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()选项A准确性选项B连续性选项C存在性选项D完整性参考答案AD.酒店内特殊类型的房间通常包括哪几种?()选项A无烟客房选项B商务房选项C残疾人客房选项D女士客房参考答案ABCD.下列哪些是描述酒店房态的术语()选项A住客房选项B空房选项C豪华套房选项D待修房选项E行政套房参考答案ABD.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选项A对选项B错。