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SMART Goal - Pre test (B)

欢迎参加本次测试,此测试共有50题,每题1分。本次试题包含单选题和多选题。

单选题的选项图标为“单选题选项图标为”“; 多选题选项图标为”“.

请认真答题,该测试成绩将成为您年终考核的一部分。

Q1:工号(请输入4位工号,如:0080)Employee ID (0080)
    ____________
Q2:姓名 Name (注:中国公民请输入中文名)
    ____________
Q3:What'sthe charge for extra bed in guestroom? 客房加床如何收费?
RMB100++
RMB150++
RMB300++
RMB350++
Q4:Whatis the special offer of laundry service we provide for Horizon Floor guest?豪华楼层客人享有什么洗衣优惠?
Free laundry for one suit to Horizon Floor guest per time.豪华楼层的客人每次入住可享有免费洗衣一套。
Free laundry免费洗衣
No没有
Free pressing for one suit to Horizon Floor guest per time.豪华楼层的客人每次入住可享有免费烫衣一套。
Q5:Whatsize is the area of normal room?一间普通房面积有多大?
57M²
40M²
36M²
42M²
Q6:Selecttwo rooms nearest to the fire corridors for guest floor?请选择最靠近消防通道的两个房间房号
08 26
05 24
31 01
06 27
Q7:Whatis the latest visiting time for guests in the hotel?客人的最晚探访时间是什么时候?
23:00
24:00
01:00
22:00
Q8:Howmuch time does the pressing service take?熨衣服务的时间是多长?
2
3
4
8
Q9:Isour tap water drinkable?自来水可以直接饮用吗?
Yes 是
No 否
Q10:Whereis hair dryer located?客房内的吹风机在什么位置?
In the bathroom drawer.在浴室的抽屉中。
In the bedside table. 在床头柜上。
In the wardrobe在衣柜里
Q11:DoesLaundry provides overnight Pressing services?酒店提供通宵烫衣服务?
No 没有
Yes有
Q12:Whatservice does Floor Service Associate offer for guest?楼层服务员可以向客人提供什么服务?
Baby Cot (Free of Charge)加婴儿床服务(免费)
Baby Sitting托婴服务
Pick Up Laundry收洗衣服务
Shoe Shine Service (Free of Charge)擦鞋服务(免费)
Q13:Howmany disabled rooms are available in the Hotel?酒店有几间残疾人客房?
2
3
4
5
Q14:Whatare two ATMs in our hotel?酒店2台提款机是什么银行的?
Bank of China, Standard Chartered Bank中国银行,渣打银行
Bankof China, SPD Bank中国银行,浦发银行
Industrial and Commercial Bank of China,ChinaMinsheng Banking中国工商银行,中国民生银行
Industrial and Commercial Bank of China,SPD Bank中国工商银行,浦发银行
Q15:What kinds of treatments are there in Chi, The Spa? 气水疗中心有哪些类型的护理?
Body massage身体按摩
facial 面部护理
body scrub 身体磨砂
body wrap 身体裹敷
hand foot care 手部和脚部护理
Q16:Whichfloors are the service apartment rooms服务式公寓位于酒店几层?
6
7
6-7
31-36
Q17:Whatis Service Centre extension number call from guestroom?从客人房间致电服务中心的分机号是多少?
1
2
3
4
Q18:Howmuch is the access fee for external guests for using the Health Club?如果外部非会员的客人要使用健体中心,他需要多少入场费?
RMB 190
RMB 200
RMB 380
RMB 480
Q19:Howmany private suites are there in Chi, The Spa?气水疗中心共设有多少间护理套间?
10
11
12
13
Q20:Whatare Concierge regular service?属于礼宾部服务的项目有?
flower order代订鲜花
tourist information旅游指引
wheel chair service提供轮椅
paging service寻人服务
Q21:Whichfloors are the Horizon Club floors?豪华阁楼层位于哪几层?
34
36
31-36
34-36
Q22:Itis tennis rackets are available on loan at Health Club reception?健身中心接待处是否提供免费的网球拍借用服务?
Yes是
No 否
Q23:Whereis Summer Palace located?夏宫位于酒店的第几层?
On the first floor 一楼
On the second floor 二楼
On the third floor 三楼
On the third floor 三楼
Q24:Whichtwo kinds of breakfasts are provided the whole day in In Room Dining?送餐部有哪两款早餐是24小时提供?
Continental Breakfast欧陆式早餐
American Breakfast美式早餐
Chinese Breakfast中式早餐
Health Breakfast健康早餐
Q25:Howmany private dining rooms are there in Summer Palace?夏宫有几间包房?
17
18
19
20
Q26:Whereis Wok Too Café located?妙趣咖啡厅位于几楼?
On the first floor 一楼
On the second floor 二楼
On the third floor 三楼
On the fourth floor 四楼
Q27:Howmany NADAMAN restaurants are there in CHINA?在中国有几间滩万餐厅?
2
3
4
5
Q28:Howmany special PDRs are there in Wok Too Café?妙趣咖啡厅有多少间包房?
3
4
5
6
Q29:Whatis the name of the newly opened Restaurant on 2nd Floor? 酒店二楼新开的餐厅叫什么名字?
Ribbs乐排馆
Rebs乐派馆
Riibs乐排馆
Ribs乐排馆
Q30:What'sname of the biggest private dining room? And what is the capacity?夏宫中餐厅最大的包房是哪间?可容纳多少人就餐?
Red cotton 红棉/ 20 Pax
Lotus莲花/ 20 Pax
Rose玫瑰/ 20 Pax
Jasmine茉莉花/ 20 Pax
Q31:Howmany height meters are for Pear River Grand Ballroom ceiling?珠江宴会厅有多高?
9m
10m
11m
12m
Q32:Whatis operation hour for Wok Too Café?妙趣咖啡厅的营业时间是什么?
6:30am-23:30pm早上6点半到晚上23点半
7:00am-23:00pm早上7点到晚上23点
6:30am-22:30pm早上6点半到晚上22点半
6:30am-23:00pm早上6点半到晚上23点
Q33:Whichday is World Environment Day?世界环境日是每年的哪一天?
Jun 05 6月5日
Mar22 3月22日
Oct 18 10月18日
Nov 22 11月22日
Q34:Whatare the environment purposes of ISO14001?ISO14001保方针是什么?
follow the Laws遵守法规
Prevention of pollution预防污染
Energy conservation and waste reduction节能减废
green travel 绿色出行
Q35:Which number should you call when finding suspicious person?当在酒店发现可疑人物时应该打哪个电话?
6999
3
0
6901
Q36:What arethe two main "killers" duringfire? 火灾的两大“杀手”是什么?
Running奔跑
Panic惊慌失措
Smoke烟雾
scream尖叫
Q37:Whatdetails must be included when reporting a fire on the telephone?员工如发现火警打电话报警时应说明哪些情况?
Caller's name and department 报警者姓名及部门
Fire location 火警地点
Cause of fire, if known 起火原因,如知道;
Extent of fire 火势情况
Q38:Whenyou find the fire alarm, which No. should be called?发现火警时该拨什么号码?
3
0
6555
6688
Q39:Whatare the steps for recovering to gain loyalty in Shang Care 4?在香格里拉热情好客第四单元提到“积极补救”技巧,请问具体指哪些步骤?
Listen 倾听
Apologize 道歉
Fix the Problem to Delight 解决问题,令客人喜出望外
Follow up 跟进
Q40:Pleasestate the skills for delighting guests which been mentioned in Shang Care 2请说出香格里拉热情好客第二单元提出的令客人喜出望外的几个技巧
Recognition 认知
Anticipation 预见
Flexibility 灵活
Recovery 补救
Q41:Accordingto Shangri-La Experience, Our restaurant manager will visit each guest table to__________________根据香格里拉体验,我们的餐厅经理会去每张客人的餐桌前并________________
Clear finished plates 清洁桌面,收起赃碟
Enquire if anything further could be done to enhance their experience 询问客人我们还能做些什么令客人的用餐体验更愉悦
Mention the daily special 推荐特色菜
Present check folders with bills 递上账单
Q42:As mentionedin Shang Care 3, each of us should take ownership to care 3 particular groupsof people, who are they? 在香格里拉热情好客第三单元提到“发扬主人翁”精神,我们要关心哪三个对象?
Guest 客人
Colleague 同事
Company 公司
Q43:.Accordingto Shangri-La Experience, upon arrival, Our arriving guests will be greetedgraciously and_________________根据香格里拉体验,在客人刚刚到达酒店时,我们应该礼貌的与客人致意并__________________
given directions to reception 指出去前台登记的方向
.offered a handshake 主动与客人握手
accompanied from their vehicle into the hotel 陪同客人从车道一直进入酒店
offered dinner reservations 协助预订餐厅
Q44:Accordingto Shangri-La Experience, When making reservation, We will carefully listen toeach caller, and recommend the most suitable accommodations, describing________根据香格里拉体验,我们在做房间预订的时候,会仔细聆听致电客人的要求,并建议最合适的房间选择,描述________
The square footage 房间面积
The minibar and television 迷你吧和电视机
How the guest will personally benefit 客人会如何从此预订选择中受益
The room rate 房间价格
Q45:Howmany Guiding Principles do we have? 我们共有多少条指导原则
7
8
9
10
Q46:Whichis the largest guest room in hotel?/What is the size of this largest room?酒店面积最大的是哪个客房?/最大面积的客房有多大呢?
YangCheng Suite 羊城套房/ 305 M²
Shangri-La Suite 香格里拉套房/ 304 M²
YangCheng Suite 羊城套房/ 304 M²
Shangri-La Suite 香格里拉套房/ 305 M²
Q47:Whichfollowing options are the key drivers to improve OEE?下列哪些是提高OEE整体宴会体验的关键驱动力?
Sales Process Experience 销售过程体验
Pre-event planning Experience 宴会前的策划体验
Event execution experience 宴会执行体验
Post Event follow up experience 宴会后的跟进体验
Q48:Whichfollowing options are the key drivers to improve OSE?下列哪些是提高OSE整体入住体验的关键驱动力?
Arrival Experience 抵店体验
Departure Experience 离店体验
Guestroom and Bathroom experience 客房及浴室的整体体验
Breakfast dining experience 早餐餐饮体验
Q49:Whatis the size of this Pearl River Ballroom and Guangzhou Ballroom?珠江宴会厅和广州宴会厅有多大?
2,240 M² / 900 M²
2,200 M² / 920 M²
2,240 M² / 910 M²
2,240 M² / 920 M²
Q50:Whois requested to sign on the record of After Hours Emergency Store RoomIssuance?非工作时间紧急开库记录需要那些人签名确认?
Authorized Person from User Department使用部门授权领货人
Duty Manager值班经理
Security Officer保安部
HR 人力资源部
Q51:What credit card slip is acceptable by our hotel? 什么样的信用卡单是酒店接受的?
VISA 维萨卡
Master 万事达
JCB日本国际信用卡
AMEX美国运通卡
Diners大莱卡
China Union pay银联卡
Q52:What is the size of this Pearl River Ballroom and Guangzhou Ballroom?珠江宴会厅和广州宴会厅有多大?
2,240 M² / 900 M²
2,200 M² / 920 M²
2,240 M² / 910 M²
2,240 M² / 920 M²
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