南开大学22年春学期《前厅部运营与管理（一）（二）（EI双语）》在线作业-00001

1、-本页为预览页PAGE15-本页为预览页-本页为预览页22春学期（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-00001第1题. Even where the law permits security officers to make a citizens arrest, they should do so only: ( )选项A：when a guest is under suspicion of burglary选项B：when a guest is under suspicion of credit card fraud.选项C

2、：if a sworn police officer cannot respond in time选项D：after receiving the approval of the hotels general manager参考答案：C第2题. 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=实际客房收入客人人数选项B：每位住店客人产生的效益=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）客人人数选项D：以上都不对参考答案：A第3题. Which of the following does the chapter recommend as t

3、he way to handle telephone messages for guests? ( )选项A：Place the message slip in the guests mail and message rack slot until the guest requests it.选项B：Slide the message slip under the door of the guests room.选项C：Time-stamp the message slip, place it in an envelope, and deliver it to the guests room

4、as soon as possible.选项D：Time-stamp the message slip, place it in the guests mail and message rack slot, and switch on any in room message indicators参考答案：D第4题. The point-of-sale system at the hotels restaurant crashed during the night audit. The next morning, the front office manager and the restaura

5、nt manager implemented a manual back-up system of paper vouchers to minimize: ( )选项A：walk-outs选项B：walk-ins选项C：late charges选项D：due backs参考答案：C第5题. A hotels practice of extending credit to guests by agreeing to bill the guest or the guests company for charges is called: ( )选项A：direct billing选项B：accoun

6、t billing选项C：transfer settlement选项D：pre-authorized settlement参考答案：A第6题. 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 reserv

7、ations did Mr. Barnes probably make? ( )选项A：non-guaranteed reservation选项B：credit card guaranteed reservation选项C：travel agent guaranteed reservation选项D：corporate guaranteed reservation参考答案：A第7题. If a guestrooms status is blocked, which of the following is true? ( )选项A：The guestroom has been set aside

8、 for use by a group and may be reserved only by a member of that group.选项B：The guestroom has been reserved by a member of a group that has a contract with the hotel for a number of rooms.选项C：The guestroom is among a number of rooms that cannot be reserved or assigned until all other rooms outside th

9、e block are sold.选项D：The guestroom is an out-of-order room.参考答案：A第8题. Which of the following is a recommended procedure for handling a guest complaint? ( )选项A：Give the guest your undivided attention.选项B：Tell the guest what can be done, offering choices for resolution.选项C：Suggest that the problem is

10、not as serious as the guest believes.选项D：A and B参考答案：D第9题. “住宿费多少”的英文是( )选项A：How much do you charge for the room per night?选项B：What is the rent every week?选项C：What ptice is it?选项D：What does is cost?参考答案：A第10题. Which of the following is a primary front office concern during the occupancy stage of the

11、 guest cycle? ( )选项A：security选项B：account settlement选项C：room assignment选项D：maintaining the guest history record参考答案：A第11题. Compensatory damages are awarded: ( )选项A：to punish a defendant for outrageous conduct.选项B：to the plaintiff for pain and suffering.选项C：only when punitive damages are also awarded.

12、选项D：based on the emotions of the plaintiff.参考答案：B第12题. The level of service quality in hotels is determined by: ( )选项A：independent rating services.选项B：increasing service variability.选项C：consistent service delivery.选项D：the variety of amenities offered.参考答案：C第13题. Which of the following front office a

13、pplications of a computer-based property management system monitors predetermined guest-credit limits? ( )选项A：reservations software选项B：guest account management software选项C：rooms management software选项D：point-of-sale software参考答案：B第14题. Which of the following statistics helps the front office manager

14、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 percentage选项D：average daily rate参考答案：B第15题. 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第16题. Which

15、 of the following is a common hotel security procedure? ( )选项A：require identification before issuing a room key to guests选项B：never mention a guests room number aloud选项C：issue E-keys to all hotel managers and supervisors选项D：A and B参考答案：D第17题. A summary grouping of accounts is called a(n): ( )选项A：foli

16、o选项B：Account balance选项C：ledger选项D：invoice参考答案：C第18题. Which of the following eliminates the need for a telephone operator to intervene and record the times and charges of calls made by in-house guests? ( )选项A：call detection选项B：automated call dispensing选项C：a call accounting system选项D：a premium-call sy

17、stem参考答案：C第19题. “销售点”的英文是POS,它的全称是( )选项A：Place of sale选项B：Place of shell选项C：Point of sale选项D：Point of shell参考答案：C第20题. Hotels that maintain a relatively high ratio of staff members to guests are likely to provide service. ( )选项A：economy/limited选项B：mid-range选项C：word-class选项D：quality参考答案：C第21题. 预订需要复述

18、客人预订的内容包括( )。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第22题. 酒店的监视系统通常会对( )等周边和户外进行24小时监控。选项A：停车场选项B：游泳池选项C：楼层选项D：餐厅参考答案：A,B,C第23题. 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( )的要是选项A：客房选项B：办公室选项C：仓库选项D：会议室选项E：洗衣房参考答案：A,B,C,D第24题. 客房预订的种类( )选项A：临时性预订选项B：确认性预订选项C：保证性预订选项D：传真预订参考答案：A,B,C第2

19、5题. 前厅部在做夜审的时候,系统更新除了更新信息外,还要( )。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,D第26题. 实施超额预订时应考虑哪些因素( )。选项A：团体预订与散客预订的比例选项B：预定类别的比例选项C：保证性预订选项D：不同宾客数量所占的比例参考答案：A,B,D第27题. 根据旅行理由的不同,住宿业的客源市场可分为哪三类( )?选项A：商务选项B：度假选项C：休闲选项D：团体参考答案：A,C,D第28题. 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

20、部参考答案：A,B,D,E第29题. 一般来说,宾客投诉饭店可以分成四个不同的种类( )。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,D第30题. 饭店使用的电话设备和系统包括( )选项A：总机选项B：饭店电话计费系统选项C：客房内电话机选项D：付费电话机选项E：寻呼电话机参考答案：A,B,C,D,E第31题. 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第32题. “住宿费多少”英文是What does is cost?选项A：对选项B：错参考答案：B第33题. 根据市场因素,门市价在一年中也

21、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。选项A：对选项B：错参考答案：A第34题. 预订的内容不包括宾客抵店日期与时间。选项A：对选项B：错参考答案：B第35题. 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第36题. 鉴于销售部是为饭店销售客房的重要机构,所以它隶属于销售部。选项A：对选项B：错参考答案：B第37题. 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第38题. 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。选项A：对选项B：错参考答案：A第39题. 用会