Exam11.Manyhotelchainshavegrownbydevelopingseveraldifferentproductbrands,eachaimedatspecificgroupsofpeople.Thisgrowthstrategywasstimulated(刺激)by:Ca.Guestloyaltyprograms.b.Hotelratingservices.c.Marketsegmentation.(分割)d.Travelmanagementcompanies.2.JamesBurkeisaregional(地方性)trainerforanationalsoftwarefirm.Hetravelsoftenandspendsaslittleasonedayandasmuchastwoweekswithclients.Mr.BurkewouldprobablyconsiderstayingatanyofthefollowingtypesofhotelsEXCEPTDhotels.a.Commercial商务型b.Suite套房c.Airportd.Resort度假型3.Themarkofservicequalityinhotelsisdeterminedby:Ca.Independentratingservices.b.Increasingservicevariability.(可变性)c.Consistent(一致的)servicedelivery.d.Varietyofamenities(娱乐设施)offered.4.Hotelsthatmaintainarelativelyhighratio(比率)ofstaffmemberstoguestsarelikelytoprovideCservice.a.Economy/limited.b.Mid-rang.c.World-class.d.Quality.5.WhichofthefollowingtypesofhotelsisLEASTlikelytoofferuniformedguestservices(礼宾服务)?Da.World-classservicehotels.b.First-classservicehotels.c.Mid-rangservicehotels.d.Economy/limitedservicehotels.16.Theowner/manageroftheDewDropInnhasagreatdealofflexibility(灵活)inrespondingtochangesinlocalmarketconditionsbutcannotaffordbroadadvertisingexposureandpaysrelativelyhighpricesforsupplies.TheDewDropInnisprobablya(n)Dproperty.a.Chainproperty.b.Franchise.特许经营c.Corporate.d.Independent.7.Agroupofinvestorsisplanningtodevelopaconferencecenterontheoutskirts(郊区)ofamajorcity.Financingopportunitiesdependonassuringthebankthattheproperty(财产)willbeoperatedbyaprofessionalstaff.Whichofthefollowingwouldbeanoptionfortheinvestorgroupifnoneofthemhasahospitality(服务业)managementbackground?Ba.Formingahotelchain.b.Contractingwithamanagementcompany.和管理公司签合同c.Joiningareferralgroup.饭店联盟d.Becominganindependentproperty.8.Allofthefollowingarebenefitsenjoyedbyhotelsaffiliated(附属的)withfranchiseorganizations(特许经营)orreferralgroups(饭店联盟)EXPECT:Da.Expandedadvertising.b.Centralizedpurchasing.集中采购c.Centralreservationsystems.中央运营系统d.Ratingservices.星级服务9.WhichofthefollowingtypesofhotelswouldlikelyappealMOSTtopleasuretravelers?Ba.Airporthotels.b.Resorthotels.c.Residentialhotels.公寓型d.Conventionhotels.会晤10.Whichofthefollowingareprimarily(首先)designedtocreateandsustain(维持)brandloyalty?Ba.Qualityserviceinitiatives.(主动)b.Frequenttravelerprograms.常客计划c.Amenityinnovations.礼仪改革d.Internalmarkingprograms.内部行销计划Exam221.Whichofthefollowingbestdescribesamission(使命)statement(陈述)?Ca.Adescriptionofacompany’stargetmarkets(目标市场)andhowtoreachthem.b.Afive-yearoperationalplanforincreasingrevenues.c.Astatementoftheorganization’suniquepurpose.d.Anexplanationoftheactivitiesanorganizationmustperformtoachieveitsdefinedgoals.2.Activitiesandstandardsthatanorganizationmustsuccessfullyperformorachievetoeffectivelycarryoutitsmissionarecalled:Ca.Strategies.策略b.Tactics.步骤c.Goals.d.Responsibilities.3.AllofthefollowingareasofahotelarerevenuecentersEXCEPT:Ba.Thefrontoffice(前厅)department.b.Thehousekeepingdepartment.客房部c.Thefoodandbeveragedepartment.餐饮部d.Thehoteloperatedgiftshop.礼品屋4.Whichofthefollowingareasofahotelisasupportcenter(客源中心)?Ca.Thehoteloperatedgiftshop.b.Thefoodandbeveragedepartment.c.Thehousekeepingdepartment.d.Thefrontofficedepartment.5.Allofthefollo...