【正文】 Exam 11．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: Ca. Guest loyalty programs. b. Hotel rating services. c. Market segmentation. （分割）d. Travel management panies.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 商務(wù)型b. Suite 套房c. Airportd. Resort 度假型3．The mark of service quality in hotels is determined by: Ca. Independent rating services. b. Increasing service variability.（可變性） c. Consistent （一致的）service delivery.d. Variety of amenities （娛樂設(shè)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. Midrang. c. Worldclass. d. Quality. 5．Which of the following types of hotels is LEAST likely to offer uniformed guest services（禮賓服務(wù)）? Da. Worldclass service hotels.b. Firstclass service hotels. c. Midrang service hotels.d. Economy / limited service hotels.6．The owner / manager of the Dew Drop Inn has a great deal of flexibility （靈活)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. 特許經(jīng)營(yíng)c. Corporate.d. Independent. 7．A group of investors is planning to develop a conference center on the outskirts （郊區(qū)）of a major city. Financing opportunities depend on assuring the bank that the property （財(cái)產(chǎn)）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（服務(wù)業(yè)） management background? Ba. Forming a hotel chain. b. Contracting with a management pany. 和管理公司簽合同c. Joining a referral group. 飯店聯(lián)盟d. Being an independent property. 8．All of the following are benefits enjoyed by hotels affiliated （附屬的）with franchise organizations（特許經(jīng)營(yíng)） or referral groups （飯店聯(lián)盟）EXPECT: Da. Expanded advertising.b. Centralized purchasing. 集中采購c. Central reservation systems. 中央運(yùn)營(yíng)系統(tǒng)d. Rating services. 星級(jí)服務(wù)9．Which of the following types of hotels would likely appeal MOST to pleasure travelers? Ba. Airport hotels.b. Resort hotels. c. Residential hotels. 公寓型d. Convention hotels. 會(huì)晤10．Which of the following are primarily（首先） designed to create and sustain（維持） brand loyalty? Ba. Quality service initiatives. （主動(dòng)）b. Frequent traveler programs. 常客計(jì)劃c. Amenity innovations. 禮儀改革d. Internal marking programs. 內(nèi)部行銷計(jì)劃Exam 21． Which of the following best describes a mission （使命)statement（陳述）?Ca. A description of a pany’s target markets（目標(biāo)市場(chǎng)） and how to reach them. b. A fiveyear 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: Ca. Strategies. 策略b. Tactics. 步驟c. Goals. d. Responsibilities. 3．All of the following areas of a hotel are revenue centers EXCEPT:Ba. The front office(前廳) department. b. The housekeeping c. The food and beverage d. The hotel operated gift 4．Which of the following areas of a hotel is a support center（客源中心）? Ca. 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 backofthehouse areas（后臺(tái)） EXCEPT the department. Ba. accounting. 財(cái)務(wù)b. food and beverage service. c. housekeeping d. maintenance. 工程部6．Which of the following hotel departments is front ofthehouse area? Ca. maintenance department.b. housekeeping department.c. food and beverage service department.d. human resources department. 人力資源部7．Judy works in the rooms division of a large hotel. Her primary responsibilities are to sell guestrooms, register（登記） guests, and maintain guest accounts, Judy works in the department. Ca. reservations 預(yù)定b. sales c. front office d. uniformed service 禮賓8．Which of the following front office positions are typically considered “tipped employees ” EXCEPT:Ba. door attendants 門童b. front desk agents c. bell attendants 行李員d. concierges 迎賓部主管9．Which of the following departments employs the largest staff（員工） in the rooms division（部門)? Da. the front office b. reservations c. uniformed services d. housekeeping 10．All of the following are considered functions （作用）of the human resources （人力資源）division EXCEPT: Da. benefits 福利b. employee relations c. pensation 補(bǔ)償d. marketing 11．A wellwritten job description can be used for all of the following purposes EXECPT: Ca. Evaluating （評(píng)估）job performance. b. Determining appropriate staffing levels. c. Defining （定義）the property’s （所有權(quán)）mission and goals. d. Aiding（資助） in the training and retraining of employees. 12．Which of the following allows employees to vary(改變) the times they start and end work? Ba. pressed work schedule 加班加點(diǎn)b. flextime 彈性工時(shí)c. job sharing 工作分擔(dān)d. reasonable acmodation Exam 31. Which of the following is a primary front office concern during the occupancy stage of the guest cycle（對(duì)客服務(wù)流程）? Aa. security 安全b. account settlement 賬單c. room assignment 客房安排d. maintaining the guest history record 客史檔案2. Hotels often use expired （過期的）registration records to construct: Ba. guest folios 客賬b. guest history files c. property management systems d.