南开大学23秋学期《前厅部运营与管理（一）（二）（EI双语）》在线作业一

奥鹏南开大学23年秋季新学期作业参考

23秋学期（高起本：1709-2103、专升本/高起专：2003-2103）《前厅部运营与管理（一）（二）（EI双语）》在线作业-00001

Ms. Sylvan paid an advance deposit of $300 when she reserved a room at the Convention Center Hotel. Upon check-in, her account would have a: ( )
A:debit balance of $300.
B:credit balance of $300.
C:no-post status.
D:house limit status.
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服务员请客人先行时,应说:( )
A:You go first.
B:After you
C:You after
D:First you go.
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Sylvia Smith checks into room 207 for a one-night stay. Early the next morning, Smith leaves the hotel without paying her bill. When checking the 4 P.M. housekeeping report, the front desk finds room 207 listed as vacant and ready for sale and realizes that the guest 奥鹏南开大学23年秋季新学期作业参考was a: ( )
A:due out
B:sleeper
C:skipper
D:sleep out
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Which of the following types of front office software enables a hotel to generate rooms reports, revenue reports, and forecasting reports? ( )
A:general management software
B:guest accounting software
C:rooms management software
D:reservations management software
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Which of the following statements about a hotel security program is false? ( )
A:Due to lost or stolen keys, hotels typically stock extra keys for each safe deposit box.
B:Hotels evict visitors who have no specific reason for being on the property.
C:Electronic locking systems recode keys every time a new guest checks in.
D:Most guestroom locks have a deadbolt mechanism.
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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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前厅交易主要反映在叫做( )单的账户上。
A:挂账
B:明细账
C:总账
D:以上都不对
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Recent bookings at the 250-room Carefree Resort have dramatically changed next month’s occupancy forecast from a traditionally low 60 percent to a very busy 85 percent. Which of the following recruiting strategies would be least appropriate for the rooms division manager to take to quickly staff up the front desk, uniformed services, and housekeeping departments? ( )
A:temporary employment agencies
B:leased employes
C:posting job openings
D:employee referrals
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The Bocker Hotel has three types of single rooms. There are 80 type A rooms with a rack rate of $75; 90 type B rooms with a rack rate of $80; and 100 type C rooms with a rack rate of $90. What is the potential average single rate for the hotel? ( )
A:79.8
B:81.5
C:82.22
D:83.9
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每位住店客人产生的效益的计算方法 是 ( )
A:每位住店客人产生的效益=实际客房收入客人人数
B:每位住店客人产生的效益=预计客房收入客人人数
C:每位住店客人产生的效益=（预计＋实际客房收入）客人人数
D:以上都不对
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Laura, the executive housekeeper at the King’s Arms Hotel, wants to purchase new vacuums for the room attendants. To complete her cost/benefit analysis, she needs information about the frequency and costs of repairs to the current vacuums. Which of the following documents kept by the engineering/maintenance department would give Laura the information she needs? ( )
A:preventive maintenance records
B:equipment data cards
C:equipment history records
D:scheduled maintenance records
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Which of the following revenue management methods might reject a reservation request for a one-night stay, even though rooms are available for that particular night? ( )
A:capacity management
B:discount allocation
C:duration control
D:reverse yield
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客房营收预测的一个方法就是分析( )的营收、支出金额和百分比上的差异,预告预算年度的客房营收额。
A:上个月
B:以往
C:下个月
D:明年此时
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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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The potential average single rate would equal the rack rate of single rooms if the hotel: ( )
A:did not vary its single rate by room type.
B:sold only single rooms.
C:had 100 percent occupancy.
D:used a weighted average to calculate the potential average rate.
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Which of the following may be a characteristic of an extended-stay hotel? ( )
A:several kinds of food and beverage services
B:recreational and exercise facilities
C:conference and meeting rooms
D:limited housekeeping services
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On March 1, a guest checks into room 233 and reserves the room for the next three nights. On March 2, the occupancy report from the front desk would list the status of room 233 as: ( )
A:DNCO(did not check out)
B:a late check-out
C:a sleeper
D:a stayover
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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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( )是饭店工作的“橱窗”,代表着饭店的对外形象。
A:前厅
B:客房
C:餐厅
D:销售部
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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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账户用于计算交易的( )以货币表现的最终结果为账户余额。
A:增加
B:减少
C:新建
D:取消
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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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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。
A:客人被伤害
B:被抢劫
C:财产受损
D:火灾
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一份填写完整的入住登记卡应包含客人的 ( )
A:签名
B:家庭和公司地址
C:电话号码
D:客人的婚姻状况
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下列哪些是描述酒店房态的术语( )
A:住客房
B:空房
C:豪华套房
D:待修房
E:行政套房
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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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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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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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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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酒店中的“后台”包括( )
A:客房部
B:工程维修部
C:餐饮部
D:财务部
E:人力资源部
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宾客采用何种方式进行预订,受其预订的紧急程度和宾客预订设备条件的制约。因此,客房预订的方式多种多样,各有其不同的特点。
A:对
B:错
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一个有效的客人会计体统要在客人服务循环体系的各个环节发挥作用。
A:对
B:错
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预订的种类包括临时性预订,确认性预订和预付款担保。
A:对
B:错
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通常来说旅游业的目标是为旅行者提供所需要的产品和服务。
A:对
B:错
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酒店中的客人账户是用于累计及汇总财务数据的表式。账户可以想像成一种用来存放各种交易结果的容器或箱子。
A:对
B:错
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未抵店客人百分数指的是没能在预期的抵达日期到点的客人预订房间的比例。
A:对
B:错
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房间升级(upgrade)是饭店当日客人所订之房间形态客满时,由主管或经理安排客人入住比原先订房形态高一级的房间给客人。
A:对
B:错
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一些饭店授权总台收取延迟结账离店费用,当客人离店时间超过中午12点的时候。
A:对
B:错
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总体来说,机场饭店与商务饭店的市场定位是相同的。
A:对
B:错
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机场饭店很常见,这些饭店都靠近主要交通枢纽。与其他分类的饭店相比,机场饭店无论是在规模上,还是服务档次上都比他们更强。
A:对
B:错
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对于前台的接待员来讲,要想做好客房的销售工作就应该对房间类型;朝向;面积大小;房内设备与摆设及相关的其它特点尽可能多的掌握并熟知。
A:对
B:错
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宾客在入住饭店办理登记时可以无需付押金。
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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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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前台由于特殊原因保存的一些房间如为贵宾、旅游团队或者因为某些客人要求专门的位置而预留的房间叫做剩余房。
A:对
B:错
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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。
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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请勿打扰房Do not disturb 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。
A:对
B:错
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顾客的最好印象和最坏印象都依赖前台人员的表现。提供优质服务,让客人万分满意,前厅部才真正堪当酒店的门面。
A:对
B:错
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前台由于特殊原因保存的一些房间如为贵宾、旅游团队或者因为某些客人要求专门的位置而预留的房间叫做保留房。
A:对
B:错
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