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1、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? （）选项 A： percentage of walk-ins选项 B： percentage of no-shows选项 C： multiple occupancy percentag
2、e选项 D： average daily rate 参考答案：B服务员请客人先行时，应说：（）选项 A： You go first.选项 B： After you选项 C： You after选项 D： First you go.参考答案：BDepartmental income statements are called：（ ）选项 A： line items选项 B： reevenue summaries选项 C： scheduls选项 D： consolidations参考答案：c“销售点”的英文是POS,它的全称是（）选项 A： Place of sale选项 B： Place of
3、shell选项 C： Point of sale选项 D： Point of shell31 .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）O选项A：对选项B：错参考答案：B32 .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。选项A：对选项B：错参考答案：B.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。选项A：对选项B：错参考答案：A.套间代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。选项A：对选项B：错参考答案：A.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。选项A：
4、对选项B：错参考答案：B.前厅部（Front office）为客人提供服务最集中的地方是前台。选项A：对选项B：错参考答案：A.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。选项A：对选项B：错参考答案：B.赌场型饭店又名菠菜型饭店。选项A：对选项B：错参考答案：A.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。选项A：对选项B：错参考答案：A.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。选项A：对选项B：错参考答案：B.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
5、住店 的客人。选项A：对选项B：错参考答案：B.前厅部是为宾客提供各种预订的部门，负责招徒并接待宾客，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。选项A：对选项B：错参考答案：B.房间种类大致可分为客房及总统套房两种。选项A：对选项B：错参考答案：B.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。选项A：对选项B：错参考答案：A.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
6、。选项A：对选项B：错参考答案：B.中央预订系统（CRS）的英文全称是Central Reservation System 。选项A：对选项B：错参考答案：A.独立经营的代店在产权方面属于其他机构，在管理上加盟其他机构。 选项A：对选项B：错参考答案：B33 . 一些故意不结账而离开饭店客人通常称之为逃账者。选项A：对选项B：错参考答案：A.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。选项A：对选项B：错参考答案：A.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。选项A：对选项B：错参考答案：B参考答案：CWhich of the follow
7、ing revenue management methods might reject a reservation request for a one-night stay, even though rooms are available for that particular night?()选项 A： capacity management 选项 B： discount allocation 选项 C： duration control 选项 D： reverse yield参考答案：cMr. Barnes made a reservation at the Metro Hotel. He
8、 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? ( )选项A： non-guaranteed reservation选项 B： credit card guaranteed reservation选项 C： trave
9、l agent guaranteed reservation 选项 D： corporate guaranteed reservation参考答案：AJudy 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. ( )选项 A： front office选项 B： reservations选项 C：
10、sales选项D： F&B参考答案：AWhich 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? ()选项 A： commercial rate 选项 B： incentive rate 选项 C： promotional rate 选项 D： complimentary rate参考答案：B5. 住店客人的哪项费用不能
11、记录到杂项账单中？选项A：食品选项B：住宿费选项C：酒水选项D：电话参考答案：BWhich of the following is a function of the front office audit?()选项 A： ensuring the separation of front office job functions选项 B： balancing all front office accounts选项 C： resolving room status discrepancies 选项 D： B and C参考答案：D6. David works as a bell attendant
12、 and as a front desk agent at the 400-room Horizon Hotei. 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 canschedule him to work while staffing around other
13、employees vacations and absences. Which of the following best describes the internal recruiting strategy that the front office manager used with David? ( )选项 A： cross-training选项B： succession planning选项 C： pay for performance选项 D： job sharing参考答案：AIf a guestroom, s status is blocked, which of the fol
14、lowing is true?()选项 A： Theguestroom hasbeenset aside for use byagroup and may bereserved onlyby amember of that group.选项 B： Theguestroom hasbeenreserved by a memberofagroup that has acontract withthe hotel for a number ofrooms.选项 C： The guestroom is among a number of rooms that cannot be reserved or
15、 assigned until all other rooms outside the block are sold.选项 D： The guestroom is an out-of-order room.参考答案：AWhich of the following hotel divisions or departments wou1d be primarily responsible for maintaining the grounds surrounding a hotel?( )选项 A： rooms division选项 B： unf iorm services department选
16、项 C： housekeeping department选项 D： engineering division参考答案：DMs. Sylvan paid an advance deposit of $300 when she reserved a room at the Convention Center Hotel. Upon checkin, her account would have a：()选项 A： debit balance of $300.选项 B： credit balance of $300.选项 C： no-post status.选项 D： house limit sta
17、tus.参考答案：BThe first step in a typical front office routine is to： ()选项 A： verify all room rates.选项 B： post room and tax charges.选项 C： balance all departments.选项 D： complete outstanding postings.参考答案：DWhen Ricardo, the front office manager of a 250-room hotel, sat down to interview Robin for an open
18、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?()选项 A： devilr s horns ef
19、fect选项 B： similarity error选项 C： contrast error 选项 D： halo effect参考答案：BCentral reservations offices typically exchange room availability information with member properties and communicate reservation transactions ( )选项 A： weekly选项 B： daily选项 C： hourly选项 D： as they occur参考答案：DThe general manager of a
20、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? ()选项 A： They may be better able to identify known criminals.选项B： They are oriented more toward crime prevention than the apprehension
21、 of criminals.选项 C： They may have superior training in dealing with emergencies.选项 D： They might be fatigued after already working a full duty shift.参考答案：BThe difference between total payments and total charges to an account is called the：()选项 A： account receivable.选项 B： account balance.选项 C： debit.
22、选项 D： credit参考答案：BWhich of the following statements is true? （ ）选项 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.选项 B： Before determining the number
23、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.选项 C： A calendar plan for deep cleaning of guestrooms should schedule the majority of work for periods of high occupancy选项
24、D： Productivity standards for guestroom cleaning are uniform throughout the lodging industry.参考答案：B下列哪些条件属于宾客入住提出的特殊要求范畴？（）选项A：房间的位置选项B：房间的景色选项C：吹风机选项D：无烟房选项E：柔软的毛巾参考答案：A,B,D7. 房间的价格高低和一下哪些因素有直接的联系？（）选项A：房间的面积选项B：房间的朝向选项C：餐厅的大小选项D：是否是无烟房参考答案：A,B8. 饭.店的成本中心包括（）选项A：客房部选项B：财务部选项C：前厅部选项D：工程维修部选项E：人力资源部参
25、考答案:A,B,D,E酒店中的“前台”包括（）选项A：前厅部选项B：客房部选项C：餐饮部选项D：工程部选项E：保安部参考答案：A,C9. 从饭店安全的角度来讲，假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：A,B,C,D若按位置划分的话，酒店的房间可以分为（）o选项A：外景房选项B：内景房选项C：角房选项D：连通房选项E：相邻房参考答案：A,B,C,D,E10. 一般来说，宾客投诉假店可以分成四个不同的种类（ ）o选项A：酒店设备选项B：服务员的态度选项C：员工服务的质量选项D：异常事件参考答案:A,B,C,D11. 前厅部在做夜审的时候，系统更新除了更新信息外，还要（）o选项A:重新整理系统文件选项B：进行系统维护选项C：产生报告选项D：提供每日营业的关账时点参考答案:A,B,C,D12. 预订需要复述客人预订的内容包括（）o选项A：客人抵店日期及飞机航班选项B：客人想要入住房间种类与房价选项C：客人全名选项D：特殊要求选项E：付款方式参考答案：A,B,C,D,E宾客投诉可以分成（）以及异常事件。选项A：酒店设备选项B：员工的态度选项C：服务的质量选项D：酒店的星级参考答案：A,B,C