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酒店管理学期末考试复习题及参考答案-专升本

酒店管理学期末考试复习题及参考答案-专升本
酒店管理学期末考试复习题及参考答案-专升本

《酒店管理学》复习题

一、单项选择题

1、当前饭店质量管理中普遍运用()的办法

A.TQC

B.QC

C.PDCA

D.ZD

2、属于直接薪酬的是()

A.补助

B.保险

C.带薪休假

D.奖金

3、下列不属于无形产品质量的是()

A.服务效率

B.服务态度

C.服务环境

D.服务技能

5、早餐以及午餐和晚餐中任意一餐的费用,这是()

A.美式

B.欧陆式

C.修正美式

D.欧式

4、国际上通用的划分为中型饭店的标准是拥有()

A.200-300间标准客房

B.300-600间标准客房

C.300-400间标准客房

D.400-500间标准客房

6、4P中product代表()

A.产品

B.价格

C.渠道

D.促销

7、()认为企业中除了有正式组织外,还存在非正式组织。

A.斯塔特勒

B.泰罗

C.法约尔

D.梅奥

8、目标管理法的首创者是()

A.德鲁克

B.舒尔茨

C.泰勒

D.约翰逊

9、()是饭店中最为重要的资源。

A.人力资源

B.物力资源

C.财力资源

D.信息资源

10、在饭店中,往往给客人留下第一印象和最后印象的部门是()

A.客房部

B.餐饮部

C.前厅部

D.康乐部

11、下列哪项不属于客房对客服务的内容()

A.接待贵宾

B.房内小酒吧服务

C.拾遗处理

D.客房预订工作

12、()部门是饭店唯一生产、加工实物产品的部门。

A.客房部

B.餐饮部

C.前厅部

D.康乐部

13、饭店在对客服务中要求任何一个环节不能出现纰漏,不能出现管理上的漏洞或死角,导致旅客的不满,这是饭店管理的()特征。

A.多变性

B.前瞻性

C.系统性

D.服务性

14、饭店企业流行的“100-1=0”服务公式,说明饭店服务质量管理具有()特征。

A.质量构成的综合性

B.服务质量的整体性

C.质量评价的主观性

D.对人员素质的依赖性

15、注重企业、顾客、社会三方面的共同利益的观念有()

A.营销观念

B.产品观念

C.推销观念

D.社会营销观念

16、饭店的根本内涵在于()

A.生产产品

B.接待旅居

C.创造效益

D.城市窗口

17、一家拥有480间客房的饭店属于()

A、小型饭店

B、中型饭店

C、大型饭店

D、微型饭店

18、饭店的工作制度包括操作制度和()

A.服务规程

B.员工手册

C.岗位负责制

D.经济责任制

19、一个四星级的有 300间客房的饭店内部组织形式一般是()

A.直线制

B.直线职能制

C.事业部制

D.矩阵组织

20、客房部对客服务工作的首要环节是()

A.会客服务

B.端茶送水

C.送客服务

D.迎客服务

21、饭店直接对客服务的起点是()

A.客房部

B.前厅部

C.餐饮部

D.康乐部

22、4C理论属于()

A.合作共赢理念B.整合营销理念

C.借力营销理念D.文化营销理念

23、下列哪种经营模式属于特许权经营()

A.这种经营模式对资本的依赖程度比较低,经营过程中的支出都是由酒店所有者承担,其收入按酒店销售额的某个百分比计算,投资回报率比较高。

B.这种经营模式在经营过程中产生的支出都由租赁者承担,而不是由酒店所有者承担。

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