广陵前厅管理复习资料(宋).doc

Exam 1

1．Many hotel chains have grown by developing several different product brands, each aimed at specific groups of people. This growth strategy was stimulated(刺激)by: C
a. Guest loyalty programs.
b. Hotel rating services.
c. Market segmentation. （分割）
d. Travel management companies.

2．James Burke is a regional（地方性） trainer for a national software firm. He travels often and spends as little as one day and as much as two weeks with clients. Mr. Burke would probably consider staying at any of the following types of hotels EXCEPT D hotels.
a. Commercial 商务型
b. Suite 套房
c. Airport
d. Resort 度假型

3．The mark of service quality in hotels is determined by: C
a. Independent rating services.
b. Increasing service variability.（可变性）
c. Consistent （一致的）service delivery.
d. Variety of amenities （娱乐设施）offered.

4．Hotels that maintain a relatively high ratio（比率） of staff members to guests are likely to provide
C service.
a. Economy / limited.
b. Mid-rang.
c. World-class.
d. Quality.

5．Which of the following types of hotels is LEAST likely to offer uniformed guest services（礼宾服务）? D
a. World-class service hotels.
b. First-class service hotels.
c. Mid-rang service hotels.
d. Economy / limited service hotels.

6．The owner / manager of the Dew Drop Inn has a great deal of flexibility （灵活)in responding to changes in local market conditions but cannot afford broad advertising exposure and pays relatively high prices for supplies. The Dew Drop Inn is probably a (n ) D property.
a. Chain property.
b. Franchise. 特许经营
c. Corporate.
d. Independent.

7．A group of investors is planning to develop a conference center on the outskirts （郊区）of a major city. Financing opportunities depend on assuring the bank that the property （财产）will be operated by a professional staff. Which of the following would be an option for the investor group if none of them has a hospitality（服务业） management background? B
a. Forming a hotel chain.
b. Contracting with a management company. 和管理公司签合同
c. Joining a referral group. 饭店联盟
d. Becoming an independent property.

8．All of the following are benefits enjoyed by hotels affiliated （附属的）with franchise organizations（特许经营） or referral groups （饭店联盟）EXPECT: D
a. Expanded advertising.
b. Centralized purchasing. 集中采购
c. Central reservation systems. 中央运营系统
d. Rating services. 星级服务

9．Which of the following types of hotels would likely appeal MOST to pleasure travelers? B
a. Airport hotels.
b. Resort hotels.
c. Residential hotels. 公寓型
d. Convention hotels. 会晤

10．Which of the following are primarily（首先） designed to create and sustain（维持） brand loyalty? B
a. Quality service initiatives. （主动）
b. Frequent traveler programs. 常客计划
c. Amenity innovations. 礼仪改革
d. Internal marking programs. 内部行销计划

Exam 2

1． Which of the following best describes a mission （使命)statement（陈述）?C
a. A description of a company’s target markets（目标市场） and how to reach them.
b. A five-year operational plan for increasing revenues.
c. A statement of the organization’s unique purpose.
d. An explanation of the activities an organization must perform to achieve its defined goals.

2． Activities and standards that an organization must successfully perform or achieve to effectively carry out its mission are called: C
a. Strategies. 策略
b. Tactics. 步骤
c. Goals.
d. Responsibilities.
3．All of the following areas of a hotel are revenue centers EXCEPT:B
a. The front office(前厅) department.
b. The housekeeping department.客房部
c. The food and beverage department.餐饮部
d. The hotel operated gift shop.礼品屋

4．Which of the following areas of a hotel is a support center（客源中心）? C
a. The hotel operated gift shop.
b. The food and beverage department.
c. The housekeeping department.
d. The front office department.

5．All of the following hotel departments are back-of-the-house areas（后台） EXCEPT the
department. B
a. accounting. 财务
b. food and beverage service.
c. housekeeping
d. maintenance. 工程部

6．Which of the following hotel departments is front -of-the-house area? C
a. maintenance department.
b. housekeeping department.
c. food and beverage service department.
d. human resources department. 人力资源部
7．Judy works in the rooms division of a large hotel. Her primary responsibilities are to sell guestrooms, register（登记） guests, and maintain guest accounts, Judy works in the department. C
a. reservations 预定
b. sales
c. front office
d. uniformed service 礼宾

8．Which of the following front office positions are typically considered “tipped employees ” EXCEPT:B
a. door attendants 门童
b. front desk agents
c. bell attendants 行李员
d. concierges 迎宾部主管

9．Which of the following departments employs the largest staff（员工） in the rooms division（部门)? D
a. the front office
b. reservations
c. uniformed services
d. housekeeping

10．All of the following are considered functions （作用）of the human resources （人力资源）division EXCEPT: D
a. benefits 福利
b. employee relations
c. compensation 补偿
d. marketing
11．A well-written job description can be used for all of the following purposes EXECPT: C
a. Evaluating （评估）job performance.
b. Determining appropriate staffing levels.
c. Defining （定义）the property’s （所有权）mission and goals.
d. Aiding（资助） in the training and retraining of employees.
12．Which of the following allows employees to vary(改变) the times they start and end work? B
a. compressed work schedule 加班加点
b. flextime 弹性工时
c. job sharing 工作分担
d. reasonable accommodation
Exam 3

1. Which of the following is a primary front office concern during the occupancy stage of the guest cycle（对客服务流程）? A
a. security 安全
b. account settlement 账单
c. room assignment 客房安排
d. maintaining the guest history record 客史档案

2. Hotels often use expired （过期的）registration records to construct: B
a. guest folios 客账
b. guest history files
c. property management systems
d. audit trails. 审计索引

3. Uniformed service functions are primary activities in which of the following stages of the guest cycle? D
a. pre-arrival and arrival
b. arrival and occupancy
c. occupancy and departure
d. arrival and departure

4. A record of the charges incurred and the credits acquired by a guest during occupancy is called: B
a. the city ledger 分类账
b. a guest folio
c. a voucher system 消费凭证系统
d. an information rack

5. A family of four arrives without reservations at the Cross Hotel. The parents want accommodations that would make it easy for them to supervise（监督管理） their seven-and eight-year-old children. The front desk agent might assign the family any of the following types of rooms EXECPT: D
a. a double-double
b. connecting rooms 连通房
c. a suite
d. adjacent rooms 相邻房

6. Sylvia Penny pincher checks into room 207 for a one-night stay. Early the next morning, Penny pincher 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 was a: C
a. due out 即将离店房
b. sleeper 闲置房
c. skipper 走单房
d. sleep out 外宿房

7. 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: D
a. DNCO (did not check out)未结账
b. a late check-out 延期离店房
c. a sleeper
d. a stay over 续住房

8. Which of the following front office forms typically contains personal guest data, the length of stay, and the method of settlement? B
a. room rack slip 房态显示架
b. registration card
c. information rack slip
d. credit card voucher

9. Which of the following types of front office software enables a hotel to generate rooms reports, revenue reports, and forecasting reports? D
a. general management software
b. guest accounting software
c. rooms management software
d. reservations management software

Exam 4

1. The average length of stay of guests at the Ultra Resort is six days. To avoid losing revenue from no shows during peak season, the resort requires guests to pay room charges in full before their day of arrival. This type of reservation is best described as: B
a. Advance deposit. 订金
b. Prepayment. 金额预付款
c. MCO. （miscellaneous(混杂的) charge order）
d. Corporate. 合同

2. Mr. Bush 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.. Which of the following types of reservations did Mr. Bush make? A
a. Non—guaranteed reservation
b. Credit card guaranteed reservation
c. Travel agent guaranteed reservation
d. Corporate guaranteed reservation

3. Ms. Noble reserved a room at the Cross Roads Inn for three nights. She did not register on her expected arrival date and did not cancel her reservation. Ms. Noble would be considered a: C
a. Skipper
b. Late arrival
c. No-show
d. Sleeper

4. Central reservation office typically exchange room availability information with member properties and communicate reservation transactions: D
a. Weekly
b. Daily
c. Hourly
d. As they occur

5. If a guestroom’s status is blocked, which of the following is TRUE? A
a. The guestroom has been set aside for use by a group and may be reserved only by a member of that group.
b. The guestroom has been reserved by a member of a group that has a contract with the hotel for a number of rooms.
c. The guestroom is among a member of rooms that cannot be reserved or assigned until all other rooms outside the block are sold.
d. The guestroom cannot be reserved.

6. The status of a group’s reservation changes from blocked to booked as: C
a. The cut-off date approaches.
b. The cut-off date passes.
c. Group members reserve rooms.
d. The CRO dictates.

7. Which of the following is the greatest advantage of a computerized reservation system? D
a. Creation of waiting lists for high demand periods.
b. Generation of daily expected arrivals lists.
c. Generation of a report summarizing reservations by room type.
d. Improved accuracy of room availability information.

8. Which of the following reservation system reports would help managers assess the volume of reservations activity on a daily basis? D
a. An expected arrivals and departures report
b. A rooms availability report
c. A regret and denial report
d. A reservations transaction report

Exam 5
1. The pre-registration process may involve all of the following EXCEPT: C
a. Producing a registration card
b. Creating a guest folio
c. Settling the guest’s account
d. Assigning rooms and establishing rates

2. The Ultra Hotel is fully computerized property catering primarily to business travelers. To speed the check-in process, the vast majority of guests are pre-registered by accessing information from: C
a. Guests at check-in.
b. Reservation records.
c. Registration records.
d. Credit card companies.

3. Guests are likely to have a no-post status in the hotel’s sales outlets (出口)when their method of payment is: A
a. Cash in advance
b. VISA
c. Master Card
d. American Express

4. The report that indicates which rooms are occupied and which guests are expected to check out the following day is called: B
a. The registration record.
b. The occupancy report.
c. The housekeeping status report.
d. The room status discrepancy report.

5. The standard rate for a particular room is typically called: D
a. The corporate rate.
b. The day rate. 白天价
c. The commercial rate. 商务价
d. The rack rate. 门市价

6. In the short term, a room’s readiness（准备就绪） for sale is determined by its status. B
a. Reservation
b. Housekeeping
c. Registration
d. Pre-registration

7. To avoid room status discrepancies,（差异） the housekeeping status report should be compared with the report. B
a. Housekeeping.
b. Occupancy.
c. Room status discrepancy.
d. Registration.

8. At the Big Tree Hotel, meals are priced separately from guestroom charges. This arrangement is called the plan. C
a. American
b. Modified American
c. European
d. Asian

9. If an arriving guest would like the assistance of a bell person, after assigning the guestroom the front desk agent should: D
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.

Exam 6
1. Which of the following is the preferred way to handle telephone messages for guests? D
a. Place the message slip in the guest’s mail and message rack slot until the guest requests it.
b. Slide the message slip under the door of the guest’s room.
c. Time-stamp the message slip, place it in an envelope, and deliver it to the guest’s room as soon possible.
d. Time-stamp the message slip, place it in the guest’s mail and message rack slot, and switch on any in-room message indicators.

2. After checking in to room 208 shortly before 2 P. M., Ms. Roberts reported to the front desk an annoying faucet leak in her room. At 8 P. M., that evening, Julia, one of the front desk agents, called Ms. Roberts to confirm that the faucet was fixed and to ask if there was anything else the hotel could do to make her stay more comfortable. The call to Ms. Roberts was prompted by Julia’s review of the front desk’s: C
a. Reader board.告示牌
b. Information directory.信息簿
c. Log book.工作日志
d. Arrival list.

3. At check-in, Mr. Stubbs asked for directions to the nearest automatic teller machine. To help Mr. Stubbs, the front desk agent would refer to the front desk’s: B
a. Reader board.
b. Information directory.
c. Log book.
d. Group resume book.

4. 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: D
a. Reader board.
b. Information directory.
c. Log book.
d. Group resume book.团队记事簿

5. Which of the following is NOT a recommended procedure for handling a guest complaint? D
a. Give the guest your undivided attention.
b. Tell the guest what can be done, offering choices for resolution.
c. If the complaint is resolved by someone else, contact the guest later to ensure t