雨课堂学堂云在线《酒店商务英语（北京联合大学 ）》单元测试考核答案

注：不含主观题第1题判断题(1分)FinancialObjectivesarefocusedexternallyonthehotel’soperationsandactivities.第2题判断题(1分)Long-Termobjectivespreventusfromfocusingtoomuchonshort-termresults.第3题判断题(1分)Focusingyourattentiononquarterlyperformanceimprovementsisalong-termobjective.第4题判断题(1分)Customizingthestandardproductwillnotachievedifferentiationintheeyesofthecustomer.第5题判断题(1分)Ahotelpursuingadifferentiationstrategyistargetingabroadmarket.第6题判断题(1分)Roomforchildrentoplayisanexampleofhowhotelscreateasustainablecompetitiveadvantage.第7题判断题(1分)Maketheconstantquestforsustainablecompetitiveadvantageatcenterstageincraftingyourstrategywillcreateasustainablecompetitiveadvantage.第8题判断题(1分)Smarthotelmanagersalwayslookingforwaystoincreaserevenuebyofferingancillaryproductsandservicesthataddvaluetothecustomerexperience.()第9题判断题(1分)Thepurposesofsettingobjectivesistoserveasmeanstotrackyourhotel’sperformanceandprogress.()第10题判断题(1分)StrategicObjectivesarethehotel’sgoalsrelatedtomarketingstandingandcompetitiveposition.()第11题判断题(1分)StrategicObjectivesarefocusedinternallyoncompetitioninrelationtoyourhotelsdirectcompetitors.()第12题判断题(1分)Annualincreasesinafter-taxprofitsofxpercentisanexampleoffinancialobjectives.()第13题判断题(1分)Increasedshareholdervalue—intheformofanupward-trendingstockpriceisnotanexampleoffinancialobjectives.()第14题判断题(1分)Winninganxpercentmarketshareisanexampleoffinancialobjectives.()第15题判断题(1分)Achievingloweroverallcoststhancompetinghotelsisanexampleofstrategicobjectives.()第16题判断题(1分)Ahotel’sbusinessmodelsetsforththelogicforhowitsstrategywillcreatevalueforcustomers,whileatthesametimegeneraterevenuessufficienttocovercostsandrealizeaprofit.()第17题判断题(1分)Thecustomerdoesnotvalueproposition.()第18题判断题(1分)Communicatesmanagement’shopesanddreamsforthehoteltoitsstakeholderswilldevelopastrategicvision.()第19题判断题(1分)Incompletemakesagoodcompanyvision.()第20题判断题(1分)Communicatingthestrategicvisionhelpsemployeescommittothehotel’schosenstrategicdirection.()HotelStrategy(2)第1题判断题(1分)AsfortheSWOTanalysis,Ostandsforopportunities.第2题判断题(1分)AsfortheSWOTanalysis,Wstandsforweaknesses.第3题判断题(1分)AsfortheSWOTanalysis,Tstandsfortechnology.第4题判断题(1分)AsfortheSWOTanalysis,Sstandsforsmart.第5题判断题(1分)Byprioritizingresourcesmoreeffectivelyyou'lldropmoretothebottomline.()第6题判断题(1分)BycheckinganybusinessdecisionagainsttheprioritiesthatyoudevelopthroughSWOTanalysis,youwillsavetime.()第7题判断题(1分)Startwiththesemetricstounderstandwhereyourhotel’sstrengthsandweaknesseslie,andthenbrainstormtacticsthatcanturnweaknessesintostrengths.()第8题判断题(1分)Aweaknessissomethingahotellacksordoespoorly(incomparisontoothers)oraconditionthatputsitatacompetitivedisadvantageinthemarketplace.()第9题判断题(1分)Deficienciesinphysicalcouldbeacompany’sweakness.()第10题判断题(1分)Competitorsprovidebettersubstitutesovertimecouldbeathreat.()第11题判断题(1分)Attendingtotheongoingmodificationofexistingcompetitiveassetsisonewaytomanagecapabilitiesdynamically.()第12题判断题(1分)OneofthemostchallengingpartsofconductingtheSWOTisidentifyingyourhotel’sthreats.()第13题判断题(1分)Ahotelbuildingaresource.()第14题判断题(1分)Superiorskillsincustomerserviceisahotelresource.()第15题判断题(1分)Financialresourcesareintangibleresources.()第16题判断题(1分)Technologicalresourcesaretangibleresources.()第17题判断题(1分)Companyimageisintangibleresources.()第18题判断题(1分)Aresourceisaproductiveinputorcompetitiveassetthatisownedorcontrolledbyahotel.()第19题判断题(1分)Keysuccessfactorsarethestrategyelements,productandserviceattributes,operationalapproaches,resources,andcompetitivecapabilitiesthatarenecessaryforcompetitivesuccessbyhotels.()第20题判断题(1分)Locationisnotakeysuccessfactor.()HotelMarketing第1题判断题(1分)Attitudeofthewaiterbelongstotheexplicitservice.()第2题判断题(1分)Implicitservicesarethepsychologicalbenefitsorextrinsicfeatureswhichtheconsumermaysenseonlyvaguely.()第3题判断题(1分)legaldocumentsarethefacilitatinggoods.()第4题判断题(1分)golfclubsarethesupportingfacilities.()第5题判断题(1分)Informationmeansoperationsdataorinformationthatisprovidedbythecustomertoenableefficientandcustomizedservice.()第6题判断题(1分)customerpreferencesarethefacilitatinggoods.()第7题判断题(1分)ExplicitServicesarebenefitsreadilyobservablebythesenses.()第8题判断题(1分)Supportingfacilitiesarethephysicalresourcesthatmustbeinplacebeforeaservicecanbesold.()第9题判断题(1分)Golfcourseisasupportingfacility.()第10题判断题(1分)FacilitatingGoodsarethematerialconsumedbythebuyeroritemsprovidedbytheconsumer.()第11题判断题(1分)Ifpeoplelikeyourbrand,theywilldefinitelycomebackandbuyagain.()第12题判断题(1分)Customerengagementisthestrongestindicatorofcustomers’feelingsaboutyourhotel’sbrand.()第13题判断题(1分)Ifpeopleloveyourbrand,they’lldefinitelypickyouovercompetitors.()第14题判断题(1分)Strongbrandingwillnotmakecustomerswanttoengageonanemotionallevel.()第15题判断题(1分)Rewardsandincentiveslikecouponsorspecialofferscanbepairedwithrequestsforreviewsorotheruser-generatedcontenttodoublethecustomerengagementimpact.()第16题判断题(1分)Creatingleadershipboardstoignitecompetitionamongnewcustomerswillboostpostsign-upengagementgamification.()第17题判断题(1分)Airlinesarelowindegreeoflaborintensity.()第18题判断题(1分)Hotelsarehighindegreeoflaborintensity.()第19题判断题(1分)Hospitalsarehighindegreeofinteractionandcustomization.()第20题判断题(1分)Professionalservicescompaniesareusuallyhighinlaborintensityandcustomization.()IndustryCompetition第1题判断题(1分)Makesureeveryoneisclearabouttheirindividualroleandifguestsdoprovidenegativefeedback,sharethisandensureyourstaffunderstandtheimpactandhowtheycanimprovenexttime.()第2题判断题(1分)Giverewards,recognition,andshareresultswillhelpbuildapositiveworkculture.()第3题判断题(1分)Researchesshowsthathappyemployeesare31%moreproductiveandthreetimesmorecreativethanunhappyemployees.()第4题判断题(1分)Happyemployeeshaveledtoa12%increaseinahotel’sprofitability.()第5题判断题(1分)Creatingafunworkenvironmentisawaytocreatepositiveworkculture.()第6题判断题(1分)Yourstaffcannotgetveryfrustratedwhentheyfeellikethey’rebeingheldback.()第7题判断题(1分)Teamworkisoneoftheingredientsforservicequality.()第8题判断题(1分)Empathyispartofservicequality.()第9题判断题(1分)Eachcustomercontactiscalledamomentoftruth.()第10题判断题(1分)Aservicerecoveryissatisfyingapreviouslydissatisfiedcustomersandmakingthemloyalcustomers.()第11题判断题(1分)Responsivenessmeanstoperformpromisedservicedependablyandaccurately.()第12题判断题(1分)Assuranceistheabilitytoconveytrustandconfidence.()第13题判断题(1分)UnderstandingandidentifyingcustomerneedsarenotimportantforCRM.()第14题判断题(1分)AtFourSeasons,webelieveinrecognizingafamiliarface,welcominganewoneandtreatingeveryonewemeetthewaywewouldwanttobetreatedourselves.()第15题判断题(1分)CRMstandsforcostrevenuemanagement.()第16题判断题(1分)CRMstandsforcustomerrelationshipmanagement.()第17题判断题(1分)CRMincludesmethodologies,software,andInternetcapabilitiesthathelpanenterprisetomanageitsrelationshipsinanorganizedway.()第18题判断题(1分)CRMincludesimprovingcustomersatisfactionandmaximizeprofitsbyidentifyingthemostprofitablecustomersandprovidingthemwiththehighestlevelofservice.()第19题判断题(1分)Self-serviceshouldbeseenasasteptowardsthedehumanizationofhospitality.()第20题判断题(1分)Withself-service,guestswillnotexpectpersonalizedsuggestions,up-sells,andpromotionsthroughouttheirstayatyourhotel.()HotelHumanResources第1题判断题(1分)Acurriculum

vitaeislongerthanaresume,anditincludesasummaryof

youreducationalandacademicbackgroundsaswellasteachingand

researchexperience,publications,presentations,awards,honors,

affiliationsandotherdetails(

)第2题判断题(1分)Externalrecruitmentwillnotupsetexistingemployeesifinternalapplicantsdon’tgetthejob.()第3题判断题(1分)Externalrecruitmentallowscompanytotargetspecificcompetenciesthatcurrentemployeesmaynotpossess()第4题判断题(1分)Notmanycompaniesattempttofillpositioninternallybeforerecruitingexternally()第5题判断题(1分)Toomuchfocusoninternalrecruitingmaymakethecompanytooinsular()第6题判断题(1分)Toomuchfocusonexternalrecruitingwillmakeemployeesfeellessvaluedandleadtoturnover()第7题判断题(1分)Bymanagingemployeecompetencies,itwillhelptrainemployeesinskillstheyneedforcurrentandfuturepositions()第8题判断题(1分)Workdesignandworkforceplanningdonotincludehowemployeesareallocated()第9题判断题(1分)Whenoutsourcing,reorganizationoruseofcontingentlaborisneeded()第10题判断题(1分)HRshouldprovideemployeeswithfeedback()第11题判断题(1分)StaffingisoneoftheHumanresourcemanagementfunctions()第12题判断题(1分)Generally,aninterviewerwillaskifyouhaveanyquestionsforthem.Youdonotneedtoprepareanyquestionsinadvance()第13题判断题(1分)Makesureyouhaveafewgoodwork-relatedstoriestoshareaboutyourcustomerserviceskillsorhowyouperformedwellatyourjob()第14题判断题(1分)Jobpostingismostcommonformalmethodforinternalrecruiting()第15题判断题(1分)Externalrecruitmentcostslessthaninternalrecruitment()第16题判断题(1分)CVstandsforcurriculumvitae()第17题判断题(1分)ThereisnodifferencebetweenCVandresume()第18题判断题(1分)Aresumeisaoneortwopagesummaryofyourskills,experienceandeducation,anditshouldhighlightexperiencerelevanttotheposition()第19题判断题(1分)Beforetheinterview,thereisnoneedforyoutoprintoutyourresume()第20题判断题(1分)Duringtheinterview,youshouldpresentyourrelevantwork()BusinessCommunications第1题判断题(1分)IPOstandsforinitialprivateoffering()第2题判断题(1分)Whenitis5:45pm,weshouldsay“Goodevening!”()第3题判断题(1分)Thebestwaytowelcomeaguestintheeveningissaying“Goodnight!”()第4题判断题(1分)Whenyouaretalkingonthephone,youshouldavoidextremesinvolume()第5题判断题(1分)Weshoulduseprofessionalbodylanguageevenonthephone()第6题判断题(1分)Whenwetalkabouthotelroomnumbers,directlyreadthedigitsindividuallyinsteadofthewholenumber()第7题判断题(1分)Phonesshouldbeansweredwithinthreerings()第8题判断题(1分)K.I.S.S.methodstandsforKeepitshortandsimple()第9题判断题(1分)Whenemailing,wedonothavetocomethepointquickly()第10题判断题(1分)Whenemailing,saythingsasdirectlyasyoucan()第11题判断题(1分)AlwaysstartyourEmailwithagreeting()第12题判断题(1分)Whenemailing,thereisnoneedtoaddyourclosingremarks()第13题判断题(1分)Whenemailing,besuretoincludeyourrelevantinformation()第14题判断题(1分)Whenemailing,itisalwaysgoodtouseemojis()第15题判断题(1分)Whenemailing,youshouldthankyourrecipient()第16题判断题(1分)R&Dstandsforresearchanddevelopment()第17题判断题(1分)ThenameofthereceptionistisSarah()第18题判断题(1分)Theguest’snameisIanDiamond()第19题判断题(1分)Whenitis12:30pm,weshouldsay“Goodmorning!”()第20题判断题(1分)Whenitis11:30am,weshouldsay“Goodafternoon!”()7.1第1题判断题(1分)Theguest’stelephonenumberis58589077()第2题判断题(1分)Thewaiterdoesn’tmakeconfirmationbytheendofthebookingseatfortheguest.()第3题判断题(1分)Theguestwouldliketoreserveatablefortomorrowevening.()第4题判断题(1分)Therearesevenpersonsintheparty.()第5题判断题(1分)Theguestwillcometotherestaurantat8:00.()7.6第1题判断题(1分)Theguestwouldliketobookatableforfourtonight.()第2题判断题(1分)Thewaitersuggestedtheguestmakeareservationatanotherhotel.()第3题判断题(1分)TheguestwouldlikesomethingveryChinese.()第4题判断题(1分)Thewaiterlettheguestcalltoanotherhotelhimself.()第5题判断题(1分)ItisbecausePanxiRestaurantisfullybookedfortonightthatthewaitersuggeststheguestchangeanotherhotel.()7.10第1题判断题(1分)Theguesthastowaitforafreetableforaboutthirteenminutes.第2题判断题(1分)Theguestdidn’tmakeareservationbefore.()第3题判断题(1分)Therearefivepersonsintheparty.()第4题判断题(1分)Thewaiterarrangesthetablefortheguestquickly.()第5题判断题(1分)Theguestlefttherestaurantwithoutwaiting.()7.11第1题判断题(1分)ThewaiterrecommendsThousandIslandsaladdressing.第2题判断题(1分)Theguestwillhavethesteakmedium.第3题判断题(1分)Theguestwouldlikeabottleofredwine.第4题判断题(1分)ThesteakcomeswithFrenchfriedpotatoes,eggplantsandpeas.第5题判断题(1分)Theguestwouldlikeamixedsaladandasteak.8.2第1题判断题(1分)Thegu