第1題Accordingtothevideo,Whichworddoes“hospitality”derivedfrom？AHomeBHotelCHospitalDHospice第2題Welearnedfromthisvideothatthehospitalityincludesnotonlyhotelsandrestaurantsbutalsothebutalsoprivateclubsand().ACasinosBHospitalityCResortsDAttractions正確答案：ACD第3題Whendidthementionofhospitality—intheformoftaverns—datebackto?AAncientEgyptBAncientIndiaCAncientGreeceandRomeDAncientChina第4題Whatistheuniquemanagementphilosophyofhospitalityindustry？ACooperationBInnovateCServicephilosophyDEmpowerment正確答案：CD第5題WhichtrendofhospitalityindustryisNotmentionedinthelastvideoofthischapter?AGlobalizationBSocialmediaCTechnologyDCross-bordercooperation第6題FollowingWorldWarII,therewasarapiddevelopmentofhotels,motels,fastfood,andcoffeeshops.第7題Thecomponentsofthehotelandtourismnetworkmaybeindependentandcompetitivebusinessesandwillnotbeinterrelated.第8題Resorthotelscanmeettheneedsofthetravelingpublicforbusinessorleisurereasons.第1題WhichofthefollowingcountriesclassifiedhotelsthroughtheDiamondAward?AUSABCanadaCChinaDMexico正確答案：DAB第2題Whichofthefollowingtypesofhotelsoftenclusterednearfreewayofframpsontheoutskirtsoftownsandcities?AAirportHotelsBConventionHotelsCFreewayHotelsDMotels第3題Accordingtothepriceandsize,thehotelscanbeclassifiedintofull-service,economy,extended-stay,all-suitehotelsandBedandBreakfastInns.第4題Thefront-of-the-housestaffcomprisesthoseindividualsordepartmentswhohavedirectcontactwiththeguests.Theback-of-the-housestaffarethoseindividualswhooperatebehindthescenestomakeaguest’sstaypleasantandsafe.第5題Accordingtothevideo,WhichofthefollowingisnottheprimaryresponsibilityoftheFrontOfficestaff?AReservationsBRoomPreparationCCheck-outDInformationServices第6題Whichofthefollowingisnottheprimaryresponsibilityofthegeneralmanager?AoverseeingoperationsBincreasingprofitabilityCauthorizingguestcreditsDfacilitymaintenance第7題Providingguestprotectionandlosspreventionisessentialforanylodgingestablishment,regardlessofsize.Chap.3Excercise第1題Whichofthefollowingdepartmentsisdescribedasthehubornervecenterofthehotel?AReservationBFrontOfficeCConciergeDGuestService第2題Thefrontdeskmanagerperformsthefollowingtasksonaverageeveryday（）.AChecknightclerkreportBCheckcomplimentaryroomsCArrangepreregistrationsforallarrivalsDReviewscheduling正確答案：ABCD第3題Thesize,layout,andstaffingofthefrontdeskwillvarywiththesizeofthehotel.第4題Roomoccupancypercentage(ROP)isroomsoccupied,dividedbyroomsavailable.第5題Theaveragedailyroomrateiscalculatedbydividingtheroomincomebythenumberofallrooms.第6題ThefrontdesksoftwarepackageisdesignedtoassistfrontdeskemployeestoperformfunctionsrelatedtowhichofthefollowingtasksAReservationsmanagementBFooddeliverymanagementCRoomsmanagementDGuestaccountmanagement正確答案：ACD第7題Accordingtothevideo,wecanknowwhichofthefollowingdepartmentshasthelargestnumberofemployeesinthehousingdepartment？AReservationBGuestServiceCGRODHousekeeping第8題Providingguestprotectionandlosspreventionisessentialforanylodgingestablishment,regardlessofsize.Chap.4Excercise第1題Restaurantforecastingisusednotonlytocalculatesalesprojectionsbutalsoforpredictingstaffinglevelsandlaborcostpercentages.第2題Thebackofthehouseincludespurchasing,receiving,(),foodproduction,stewarding,(),accounting,andcontrol.Astoring/issuingBdesigningCfoodpackagingDbudgeting正確答案：AD第3題Thestaffingofthebanquetingdepartmentofahotelwilldependonmanyfactors:thesizeofthebanquetingrooms,timeofyear,popularityofthehotel,availabilityofstaff,managementphilosophy,andsoon.第4題Thetoptwochallengeswereto‘helprestaurantmanagersdevelopanentrepreneurialstylethatcustomershavecometoexpectatindependentrestaurants’;and‘createmarketingandpromotionalprogramstodrivesales’.第5題Accordingtothevideo,restaurantshavethreebasicstakeholders:(),()andowners.AchefsBcustomersCemployeesDwaiters正確答案：BCChap.5Excercise第1題Accordingtothevideo，Valuecanbedefinedastherelationshipbetween（）and（）.ApricepaidBthequalityoftheproductsandservicesreceivedCExpectedvalueDReality正確答案：AB第2題Accordingtowhatismentionedinthevideo,whatingredientsshouldaqualityservicesysteminclude?AConsidertheGuestsBeingServedBImplementRevisedSystemsCDeterminewhattheGuestsDesireDTrainandEmpowerStaff正確答案：ABCD第3題Aslongasthereisthebestintentionsandmosteffectiveprocesses，thegoalofzerodefectscanbeachieved.第4題Thequalityofserviceprovidedtoguestsinanytypeofhospitalityoperationisinfluencedmostby（）and（）.AThestaffmembersprovidingtheserviceBThestandardsofserviceCGuests'expectationsforServiceDTheprocessestheyusetoprovidetheservice正確答案：AD第5題Accordingtothevideo,whatisthefirststepformanagerstoensurethatemployeesknowandconsistentlypracticesuperiorguestserviceskills,AProvideeffectiveorientationandtrainingBSupervisewithaserviceemphasisCEmpowerstaffwithserviceauthorityDRecruitandselectService-MindedStaffChap.6Excercise第1題Whichofthefollowingisthekeymanagementfunctionmentionedinthevideo?APlanningBOrganizingCCommunicatingDHumanresourcesandmotivating正確答案：ABCD第2題Asamanager,heonlyneedstomasterthemanagementfunctionsofprediction,planning,organization,communication,motivationandcontrol.第3題Accordingtothevideo,whichofthefollowingisNOTmentionedwhenwetalkaboutHotelCharacteristics?APerishabilityBHighpriceElasticityCSeasonalityDHighoperatingcosts第4題Basedonthevideo,MarketSegmentationmeansProcessofdividingalargeheterogeneousmarketintotwoormoresmallerheterogeneousmarketsegments.第5題Accordingtothevideo,Whatpercentageoftotalrevenuedoesroomrevenueaccountfor?A10%to30%B30%to40%C40%to50%D50%to100%第6題Accordingtothecoursevideo,Thefrontofficestaffhavetoworkroundtheclock.第7題Whichofthefollowingisthetopissueforhotelmanagementintermsofhumanresourcesmanagementmentionedinlastvideo?ATurnoverRateBBenefitsPackagesCPersonnelNeedsDEmployeeAssistancePrograms第8題Accordingtothevideo,WhatdoestheSTARReportmeanbypenetrationrate?ARevPARIndexBOccupancyIndexCroomsavailableDroomssold第9題TheMonthlyPerformanceataGlanceprovidesfourpointsintime:CurrentMonth,YeartoDate,Running3-month,andRunning12-month.Chap.7Excercise第1題EngineeringReferstotheapplicationofphysics,chemistryandmathematicstodesignandoperateabuildingthatprovidesacomfortableatmosphereforguestsandemployees.第2題Accordingtothevideo,Methodstoreducewasteinhotelsincluding:Maintainingrubbishremovalareas,(),(),MaintainingrubbishremovalareasandReuseingarden.ARecyclingBWisepurchasingCIncreasewaterpurchasesDUseplasticbags正確答案：AB第3題EnvironmentalSustainabilityisasocialresponsibilityofthehotel第4題Whatisthetriplebottomlineformeasuringcorporateenvironmentalsustainability?AFinancialperformanceBEnvironmentalperformanceCFunctionalperformanceDSocialperformance正確答案：ABD第5題Accordingtothevideo,Hoteltechnologyincludeswireless,voicerecognition,biometrics,artificialintelligenceandsmartcards.第6題Accordingtothevideo,WhichofthefollowingisnotanadvantageofhoteltechnologyAAccurateinformationBPeriodicupgradesCIncreasedsatisfactionDEaseofuse第7題Whenthehotelhasagreatdemandforguestamenities,inordertoavoidwaste,thehotelshouldchoosetobuy"pieces"insteadofbulkpurchase第8題Whichofthefollowingareadvancedgreentechnologies?AnontoxicpestcontrolBstormwatersystemsCairconditioningsystemDenergy-savingsystems正確答案：ABDChap.8Excercise第1題Accordingtotheexamplesgiveninthevideo,whichofthefollowingisNOTmentionedwhentalkingabouthowthefoodserviceindustrycanbesegmented?AAgeBOpportunityCEthnicityDGeographicLocation第2題Basedonthevideo,someofthemostbasicelementsinafoodserviceoperation’sconceptinclude:thesizeofthefacility,itslocation,itsfeelandpersonality,anditshoursofoperation.第3題whichkindofserviceisNOTincludedinthe12differentformsaccordingtothevideo?ABanquetTableServiceBFamily-StyleServiceCTraditionalCounterServiceDSelfService第4題Qualityofserviceisarelativetermthatdependson