廣陵前廳管理復(fù)習(xí)資料(宋)(編輯修改稿)

　

【文章內(nèi)容簡(jiǎn)介】 sekeeping status report should be pared with the report. Ba. 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 Americanc. 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 61. 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. Timestamp the message slip, place it in an envelope, and deliver it to the guest’s room as soon possible.d. Timestamp the message slip, place it in the guest’s mail and message rack slot, and switch on any inroom 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 fortable. The call to Ms. Roberts was prompted by Julia’s review of the front desk’s: C a. Reader b. Information c. Log d. Arrival list.3. At checkin, 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 offsite 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 5. Which of the following is NOT a remended procedure for handling a guest plaint? Da. Give the guest your undivided attention.b. Tell the guest what can be done, offering choices for resolution.c. If the plaint is resolved by someone else, contact the guest later to ensure that the problem has been resolved satisfactorily. d. Suggest that the problem is not as serious as the guest believes.Exam 71. At the Safeway Hotel, each room attendant is issued one electronic key that is coded to the rooms he /she is assigned to clean for that day. These keys are called: Ba. Floor （查房）b. Section masters. 區(qū)域鑰匙（服務(wù)員打掃）c. Building masters. 客房部總鑰匙d. 2. All the following are mon security procedures EXCEPT: Ca. Require identification before issuing a room key. b. Ask guests to show their room key when charging a meal in the hotel’s restaurant. c. Issue Ekey to all hotel managers and supervisors.d. Never mention a guest’s room number aloud. 3. Which of the following statements about lodging security is true? Ca. Standard security procedures apply across the lodging industry. b. Theft is the cost of doing business in the service industry. c. Security information for employees should be tailed to fit the needs of their specific jobs.d. Hotels are required to have security staff available and on the property twentyfour hours a day. 4. The general manager of a large, midmarket hotel wants to hire offduty police officers as parttime security staff. Which of the following statements about offduty police officers is false? Ba. They may be better able to identify known criminals.b. They are oriented （導(dǎo)向的）more toward prevention than apprehension. （拘捕）c. They may have superior training in dealing with emergencies. d. They might be fatigued（疲乏的） after already working a full duty shift. 5. Even where the law permits security officers to make a citizen’s arrest, they can do so only: Ca. When a guest is under suspicion of burglary. （搶劫犯）b. When a guest is under suspicion of credit card fraud. （詐騙） c. If a sworn （正式）police officer cannot respond in time.d. After receiving the approval of the hotel’s general manager. 6. Which of the following is an appropriate action of a lodging security officer? Da. Use of deadly force.b. Search of a guest’s room for evidence. c. Detaining （拘留）all suspects involved in an incident. d. Asking questions following an incident. Exam 81. When a guest checks out and settles his or her account, the room’s status changes from occupied to: Da. Stay over. 續(xù)住房 b. Due c. Ready for sale. d. Onchange. 正在打掃房2. At registration, Mr. Virgo used his credit card to establish credit with the hotel. At checkout, Mr. Virgo can settle his account by: Da. Credit card.b. Cash.c. Approved direct billing. d. All of the above. 3. All of the following are front office procedures that occur during the departure stage of the guest cycle EXCEPT: Ba. Checking for mail and messages. b. Updating the accountaging（賬齡） schedule. c. Posting outstanding（應(yīng)收而未收的） charges.d. Inquiring about additional recent charges. 4. All of the following settlement methods transfer（轉(zhuǎn)賬） a guest’s account balance from the guest ledger（住客分類(lèi)賬） to the city ledger（公司賬） EXCEPT: Aa. Cash payment in b. Credit card payment. c. Direc