雨课堂学堂在线学堂云《酒店商务英语（北京联合）》单元测试考核答案

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

vitaeislongerthanaresume,anditincludesasummaryof

youreducationalandacademicbackgroundsaswellasteachingand

researchexperience,publications,presentations,awards,honors,

affiliationsandotherdetails(

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