第一篇：酒店房務部全套術語1(英文)（共）

Rooms Division Operations

GLOSSARY

ACCOUNT A form in which financial data are accumulated and summarized.ACCOUNT AGING A method for tracking past due accounts according to the date the charge originated.ACCOUNT ALLOWANCE Either a decrease in a folio balance as compensation for unsatisfactory service or as a rebate for a coupon discount;or a correction of a posing error detected after the close of business.ACCOUNT BALANCE A summary of an account in terms of its resulting monetary amount;specifically, the difference between the total debits and total credits to an account.ACCOUNT RECEIVABLE An amount owed to the hotel.ACCOUNT RECEIVABLE VOUCHER See Charge Voucher.ACCOUNTS RECEIVABLE LEDGER A grouping of accounts receivable , including the guest ledge and the city ledger.ACHIEVEMENT FACTOR The percentage of the rack rate that a hotel actually receives, found by dividing the actual average room rate by the potential average rate.Also called the rate potential percentage.ADJACENT ROOMS Rooms close to each other , such as across the hall.ADJOINING ROOMS Rooms with a common wall but no connecting door.ADVANCE DEPOSIT GUARANTEE A type of reservation guarantee that requires the guest to pay a specified amount of money to the hotel in advance of arrival.AFFILIATE RESERVATION NETWORK A hotel chain’s reservation systems in which all participating properties are contractually related.ALLOWANCE VOUCHER A voucher used to support an account allowance.AMERICAN PLAN(AP)A billing arrangement under which room charges include the guestroom and three meals.Also called full pension.See also Modified American Plan, European Plan

ARRIVIAL DATE The date a guest plans to register at the hotel.AUDIT WORK TIME The period from the end of day until the completion of the audit.AUDITING The process of verifying front office accounting records as to accuracy and completeness

AUTHORIZATION CODE A code generated by an on-line credit card verification service, indicating that the requested transaction has been approved.AVAILABILITY REPORT A report that contains expected arrival and departure information for the next several days, typically prepared as part of the night audit.AVERAGE DAILY RATE An occupancy ratio derived by dividing net rooms revenue by the number of rooms sold.AVERAGE ROOM RATE PER GUEST An occupancy ratio derived by dividing net rooms revenue by the number of guests.BACK OF THE HOUSE The functional areas of a hotel in which personnel have little or no direct guest contact, such as the engineering , accounting, and human resources divisions.BACK OFFICE APPLICATION MODULES Computer software designed for specific back office uses.Typical back office modules include accounts receivable, accounts payable, payroll accounting, and financial reporting.Rooms Division Operations

BANK See Cash Bank

BED AND BREAKFAST(B&B)A small lodging operation whose owner usually lives on the premises and serves a breakfast for guest.BLOCK An agreed-upon number of rooms set aside for members of a group planning to stay at a hotel.BOOK To sell or reserve rooms ahead of time.BOOKING LEAD TIME

A measurement of how far in advance booking are made

BRWAKEVEN ANALYSIS An analysis of the relationships among costs, revenue, and sales volume allowing one to determine the revenue required to cover all costs.Also called cost-volume profit analysis.CALL ACCOUNTING SYSTEM A device linked To The hotel Telephone system that accurately accounts for guest telephone calls by identifying each phone number dialed from guestroom telephones and tracking charges.CALL ACCOUNTNG SYSTEM

A reservation voided at the request of the guest

CANCCELLATION HOUR The hour after whish a property may release for sale all unclaimed non-guaranteed reservations, according to property policy.CANCELLATION NUMBER

A number issued to a guest properly canceling a reservation, proving that a cancellation request was received.CASH ADVANCE VOUCHER A voucher used to support cash flow out of the hotel, either directly to or on behalf of a guest.CASH BANK An amount of money given to a cashier at the start of each work-shift so that he or she can handle the various transactions that occur.The cashier is responsible for this cash

Bank and fir all cash, checks, and other negotiable items received during the work-shift.CASH VOUVHER

A voucher used to support a cash payment transaction at the front desk.CASINO HITEL

A hotel with gambling facilities

CENTRALLL RESERVATION SYSTEM

A network for communicating reservations in which each participating property is represented in a computer system database and is required to provide room Availability data to the central reservations on a timely basis.See also affiliate Reservation Network, Non-affiliate reservation Network, and Inter-sell Agency.CENTRALIZED ELECTRONIC LOCKING SYSTEM

An electronic locking system that operates through a master control at the front desk which is wired to every guestroom door

CHAIN HOTEL

A hotel owned or affiliated with other properties.See also Franchising，Management Contract, and referral Group

CHARGE VOUCHER A voucher used to support a charge purchase transaction that rakes place somewhere other tan the front desk.Also refers to as an account receivable voucher.CHECK –OUT

The procedures involved in the departure of a guest from a property , including

Settlement of the guest’s account.Also ,a room status term indicating that the guest has settled his or her account ,returned the room keys, and left the hotel , CHECK –OUT TIME the hour by which departing guests must check out of a property.CITY ACCOUT See Non-Guest Account.CITY LEDGER

The collection of all non-guest accounts ,including house accounts and unsettled departed guest accounts.CLOSED The status of a date for which a reservation system will not accept additional

COMMERCIAL HOTEL

A property, usually located in a downtown or business district ,that caters primarily to business clients.Also called a transient hotel.COMMERCIAL RATE

A special room rate agreed on by a company and a hotel for frequent guests.Also called a corporate rate

COMPLIMENTAPY(COMP)A room status term indicating that the room is occupied, but the guest is assessed no charge for its use.CONCIERGE

An employee whose basic task is to serve as the guest’s liaison with both hotel and non-hotel attractions, facilities, services, and actives.CONDOMINIUM HOTEL

See Time-Share Hotel

CONFERENCE CENTER A property specifically designed to handle group meetings.Conference centers are often located outside metropolitan areas and may provide extensive facilities;most offer overnight accommodation.CONFIRMATION See Reservation Confirmation

CONFIRMATION NUMBER A code that provides a unique reference to a reservation record and assures the guest that the reservation record exists.CONNECTING ROOMS

Rooms with individual entrance doors from the outside and a connecting door between.Guest can move between rooms without going through the hallway.CONTINTAL BREAKFAST A small meal that usually includes a beverage, rolls, butter, and jam or marmalade.CONTRIBUTION MARGIN Sales less cost of sales for either an entire operating department or for a given product;represents the amount of sales revenue that is contributed toward fixed costs and/or profits.CONTROL FOLIO

An accounting document used internally by a front office computer to support all account postings by department during a system update routine.CORPORATE GUARANTEE A type of reservation guarantee in which a corporation signs a contractual agreement with the hotel to accept financial responsibility for any no-show business travelers it sponsors.CORPORATE GUARANTEE

A type of reservation guarantee in a corporation signs a contractual agreement with the hotel to accept financial responsibility for any no-show business travelers it sponsors.CORPORATE RATE

See Commercial Rate

CORRECTION VOUCHER

A voucher used to support the correction of a posting error which is rectified before the close of business on the day the error was made.CREDIT(CR)An entry on the right side of an account.CREDIT CARD GUARANTEE A type of guarantee supported by credit card companies.These companies guarantee participating properties payment for reserved rooms that remain unoccupied CREFIT CARD SETTLEMENT SYSTEM

A computer interface that can instantly capture, verify, and authorize credit card information and settle accounts.CRESIT CARD VOUCHER The form designated by a credit card company to be used for imprinting a credit card and recording the amount charged.Also called a credit card invoice.CROSS-TRAINING Teaching employees to fill the requirements of more than one position.CURRENT ACCOUNT

A city ledger account than is within the current billing period.CURRENT RESERVATION RACK See Reservation Racks

CUT-OFF DATE The date agreed upon between a group and a hotel after all unreserved rooms in the group and a hotel after which all unreserved rooms in the group’s block will be released back to the genera;rooms inventory for sale.D CARD

A night auditor’s report used in semi-automated front office accounting systems.DAILY OPERATIONS REPORT A report ,typically prepared by the night auditor ,that summarizes the hotel’s financial activities during a 24-hour period and provides insight into revenues ,receivables , operating statistics ,and cash transactions related to he front office.Also known as the manager’s report.DAILY TRANSCRIPT A detailed report of all guest accounts that indicates each charge transaction affecting a guest account for the day, used as a worksheet to detect posting errors.DAY RATE A special room rate for less than an overnight stay.DAY SHIFT A hotel work –shift, generally 7:00 a.m.to 3:00 p.m.DAY USE A room status term indicating that the room will be used for less than an overnight stay.DEBIT(DR)An entry on the left side of an account.DELINQUENT ACCOUNT A city ledger account that has not been settled within the reasonable collection period, usually 90 days.DIRECT BILLING A credit arrangement, normally established through correspondence between a guest or a company and the hotel, in which the hotel agrees to bill the guest or the company for charges incurred.DISCOUNT GRID A grid indicating the occupancy percentage needed to achieve equivalent net revenue, given different discount levels.DNCO(DID NOT CHECK OUT

A room status term indicating that the guest made arrangements to settle his or her account(and thus is not a skipper), but has left without informing the front office.DOUBLE A room assigned to two people;may have one or more beds.DOUBLE BED

A bed approximately 54 inches by 75 inches.DOUBLE OCCUPANCY RATIOS See Multiple Occupancy Ratio.DOUBLE –DOUBLE A room with two double(or perhaps queen)beds;may be occupied by one or more people.Also called a twin –double.DOUBLE –ENTRY BOOKKEEPING A system for recording financial transactions in which every transaction creates that affect at least two accounts.DUE BACK A situation that occurs when a cashier pays out more than he or she receives;the difference is due back to the cashier’s cash bank.In the front office, due backs usually occur when a cashier accepts so many checks and large bills during a shift that he or she cannot restore the initial bank at the end of the shift without using the checks or large bills.DUE OUT

A room status term indicating that the room is expected to become vacant after the following day’s check –out time.EARLY ARRIVAL A guest who arrives at a property before the date of his or her reservation.ECONOMY/LIMITED SERVICE A level of service emphasizing clean, comfortable, inexpensive rooms that meet the most basic needs of guests.Economy or limited service hotels appeal primarily to budget –minded travelers.ELECTRONIC LOCKING SYSTEM A locking system that replaces traditional mechanical locks with sophisticated computer –based guestroom access devices.See also Centralized Electronic Locking System and Micro –Fitted Electronic Locking System.EMERGENCY KEY

A key that opens all guestroom doors, even when they are double –locked.EMPLOYEE FOLLO A folio used to chart transactions on an account signed to an employee with charge purchased complete though that time.EQUIVALENT OCCUPANCY Given a contemplated or actual change in the average room rate, the occupancy percentage needed to produce the same net revenue as was produced by the old price and occupancy percentage.EUROPEAN PLAN A billing arrangement under which meals are priced separately from rooms.See also American Plan, Modified American Plan.EVENING SHIFT A hotel of a hotel that offers world –class service.Also called the tower concept.EXPECTED DEPARTURES LIST A daily report showing the number and names of guests expected to arrive.EXPECTED DEPARTURES LIST A daily report showing the number and names of guests expected to depart as well as the number of stayovers.EXPRESS CHECK –OUT A pre –departure activity that involves the production and early morning distribution of guest folios for guests expected to check out that morning.FAMILY RATE A special room rate for parents and children in the same room.FINANCIAL REPORTING SOFTWARE A back office computer application that helps the hotel develop a chart of accounts on order to produce balance sheets, income statements, and transactional analyses reports.FIXED COSTS

Costs that remain constant in the short run even though sales volume varies.FLOOR LIMIT A limit assigned to hotel by credit card companies indicating the maximum amount in credit card charges the hotel is permitted to accept from a card member without.special authorization.FOLIO A statement of all transactions affecting the balance of a single account.FOLIO TRAY A bin used to store guest folios.In non –automated and semi –automated properties, folios remain in the tray throughout occupancy, except when they are used in posting transactions.Also called a folio bucket.FORECASTING The skill of predicting future events and trends in business.Typical forecasts developed for the rooms division include room availability and occupancy forecasts.FRANCHISING A method of distribution whereby one entity that has developed a particular pattern or format for doing business –the franchiser –grants to other entities –franchisees –the right to conduct such a business provided they follow the established pattern.FREE INDEPNDINT TRAVELER(FIT)A guest coming to the hotel as individual and not as part of a group.Also called a Transient Guest.Front DESK The focal point of activity within the front office, usually prominently located in the hotel lobby.Guests are registered, assigned rooms, and checked out at the front desk.FRONT DESK AGENT A front office employee whose responsibilities center on the registration process, but also typically include pre –registration activities, room status coordination, and mail, message, and information requests.ERONT OF THE HOUSE The functional areas of a hotel in which personnel have extensive guest contact, such as the food and beverage facilities and the front office.FRONT OFFICE A department of the rooms division that is the most visible department in a hotel, with the greatest amount of guest contact.Traditional front office functions include reservations, registration, room and rate assignment, room status, maintenance and settlement of guest history records.Also, the physical location at which front –of – the –house activities are coordinated.FRONT OFFICE ACCOUNTING FORMULA The formula used in posting transactions to front office accounts: Previous Balance + Debits –Credits =Net Outstanding Balance.

第二篇：酒店房務部全套術語2(英文)

Rooms Division Operations FRONT OFFICE APPLICATIONS MODULES Computer software designed for specific front uses.Typical front office applications include reservations, rooms, amagement, guest account and general management modules.FRONT OFFICE AUDIT See Night Audit

FRONT OFFICE CASH SHE ET

A form completed by front office cashiers that lists each receipt or disbursement of cash during a work –shift.It is used to reconcile actual cash on hand with the transactions which occurred during the shift.FRONT OFFICE LEDGER See Guest Ledger

FULL HOUSE A condition in which every room in the hotel has been booked.FULLY AUTOMATED

A computer –based system, of front office record –keeping that eliminates the eliminates the need for many hand written and machine –produced forms common in non –and semi –auto –mated systems.GENERAL MANAGEMENT SOFTWARE

A front office computer application, usually a report –generating package that depends on data collected though reservation, rooms management, and guest accounting modules.GOAL A definition of the purpose of a department of division that directs the actions of employees and the functions of the department or division toward the hotel’s mission

GOVERNMENT RATE A special room rate available at some hotels for government employees.GROUP BOOKING PACE The rate at which group business is being booked.GROUP RATE A special room rate for a number of affiliated guests.GUARANTEED RESERVATION A reservation that assures the guest that a room will be held until check –out time of the day following the day of arrival.The guest guarantees payment for the room, even If it is not used, unless the reservation is properly canceled.Types of guaranteed reservations include pre – payment, credit card, advance deposit, travel agent, and corporate.GUEST ACCOUNT A record of the financial transactions that occur between a guest and the hotel..GUEST ACCOUNTING MANAGEMENT SOFT –WARE

A front office computer application that maintains guest accounts electronically, eliminating the need for folio cards, folio trays, and posting machines.GUEST CYCLE A division of the flow of business through a hotel that identifies the physical contacts and financial exchange between guest and hotel employees.GUEST FOLIO

A form(paper or electronic)used to chart transactions on an account assigned to an individual person or guestroom.GUEST HISTORY FILE A collection of guest history records, constructed from expired registration cards or created through sophisticate information about departing guests into a guest history database systems, that automatically direct information about departing guests into a guest history database.GUEST HISTORY RECORD

A record of personal and financial information about hotel guests that(1)is relevant to marketing and sales, and(2)can help the hotel serve the guest should he or she return.State law may require retention of certain guest data for some period of time.GUEST LEDGER The set of accounts for all guests currently registered at the hotel.Also called the front office ledger, transient ledger or rooms’ ledger.GUEST LEDGER REPORT

A report that carries the current account balances of al registered guests, typically prepared as part of the night audit.GUEST SERVICE REPRESRNTATIVE

See Front Desk Agent

GUESTROOM KEY A key that opens a single guestroom door if it is not double –locked.HANDICAP ROOM A room with special features designed for handicapped guests.HIGH BALANCE ACCOUNT An account that has reached or exceeded a predetermined credit limit.High balance accounts are typically identified by the night auditor.Also called a high risk account.HIGH BALANCE ACCOUNT A report that identifies guests who are approaching an account credit limit.Typically prepared by

the night auditor..HIRING PERIOD

The time directly after an employment offer up through the new –hire’s initial adjustments to the job.This period involves all arrangements necessary to prepare the new –hire and current staff for a successful working relationship.HORIZON The future time frame for which a property accepts reservations.HOTEL A general term used to describe motels, motor hotels, inns, suite hotels, conference centers, and other operations providing lodging facilities, various services, and conveniences to the traveling public.HOUSE ACCOUNT See Non –Guest Account

HOUSE COUNT The forecasted or expected number of guests for a particular period, sometimes broken down into group and non –business.HOUSE LIMIT A credit limit established by the hotel.HOUSE USE

A room status term indicating that the room is being used by someone on the hotel staff at no charge.HOUSEKEEPING STATUS See Room Status

HOUSEKEEPING STATUS REPORT A report prepared by the housekeeping department that indicates the current housekeeping status of each room, based on a physical check.HOUSING/CONVENTION BUREAU A reservations office that coordinates room requirements at several hotels for large conventions.HUBBART FORMULA A bottom –up approach to pricing rooms.On determining the average price per room, this approach considers costs, desired profits, and expected rooms sold.IDEAL AVERAGE RATE

A room’s statistic that indicates the point at which rooms are sold at the best rate for the type of guests accommodated by a property.IN –BALANCE A term used to describe the state when the totals of debit amounts and credit amounts for a set of

account s are equal.INCENTIVE PROGRAM A program offering special recognition and rewards to employees based on their ability to meet certain conditions.These programs vary in structure and design and are a way to award exceptional performance beyond the paycheck.INCENTIVE TRAVEL Travel financed by a business as an employee incentive.INCENTIVE TRAVEL See statement of Income.INDEPENDENT HOTEL A hotel with no ownership or management affiliation with other properties.INFORMATION DIRECTORY A collection of information kept at the front desk for front desk agents to use in responding to guest requests, including simplified maps of the area;taxi and airline company telephone numbers;bank, theater, church, and store locations;and special event schedules.INFORMATION RACK

An alphabetical index of registered guests used in routing telephone calls, mail, messages and visitor inquiries.The information rack normally consists of aluminum slots designed to hold information rack slips.INEGRATEK SOFTWARE Software that allows several programs to use the same database.INTERNAL CONTROL The policies, procedures, and equipment used in a business to safeguard its assets and promote operational efficiency.INTERSELL AGEMCY A central reservation system that handles reservations for more than one product line.Such as airline companies, car rental companies, and hotel properties.INTERVIEW EVALUATION FORM A form used by the front office manager to evaluate an applicant’s strengths and weaknesses.JOB BERAKDOWN A form that details how the technical duties of a job should be performed.JOB DESCRIPTION A detailed list identifying all the key duties of a job as well as reporting relationships, additional responsibilities, working conditions, and any necessary equipment and materials.JOB LIST A list identifying all the key duties of a job in the order of their importance.JOB SHARING An arrangement by which two or more part –time employees share the responsibilities of one full –time position.JOB SPECIFICATIION A list of the personal qualities, skills and traits needed to successfully perform the tasks outlined by a job description.JOURNAL FORM An account recording format in which each entry includes a description of the resulting account balance.Journal form is typically used for front office accounting documents.JUNIOR SUITE See MINI –SUITE.KEY RACK An array of numbered compartment used to store guestroom keys.KING

A room with a king –size bed;may be occupied by one or more people.KING BED

A bed approximately 78 inches by 80 inches.LATE ARRIVAL

A guest with a reservation who expects to arrive after the hotel’s designated cancellation hour and so notifies the hotel.LATE CHECK –OUT FEE A charge imposed by some hotels on guests who do not check out by the established check –out time.LEAST –COST ROUTING A feature of an active call accounting system that directs calls over the least costly available line, regardless of carrier.LEDGER A grouping of accounts，LETTER OF CONFIRMATION A letter sent to a guest to verify that a reservation has been made and that its specifications are accurate.LIMITED SERVICE See Economy/Limited Service

LOCK –OUT A room status term indicating that the room has been locked so that the guest cannot re-enter until he or she is cleared by a hotel official.LOG BOOK

A journal in which important front office events and decisions are recorded for reference during subsequent shifts.MANAGEMENT CONTRACT An agreement between the owner/developer of a property and professional hotel management company.The owner/developer usually retains the financial and legal responsibility for the property, and the ,management company receives an agreed –upon fee for operating the hotel.MARGINAL COST

The variable or added cost of selling a product that is incurred only if the room is sold(Fixed costs are incurred whether the product is sold or not.)

MARKET SEGMENTATION

The process of defining or identifying smaller, distinct groups or “segments “within larger markets –“corporate business travelers.” For instance, as a segment of “business Travelers.”

MASTER KEY A key which opens all guestroom doors which are not double – locked.MICRO – FITTED ELECTRONIC LOCKING SYSTEM An electronic locking system in which each door has its own microprocessor containing a predetermined sequence of codes;a master console at the front desk stores code sequences for each door.MINI – SUITE

A single room with a bed and a sitting area.The sleeping area may be in a bedroom separate from the parlor or living room.Also called a junior suite.MISSION STATEMENT A document that states the unique purpose that sets a hotel apart from other hotels.A mission statement expresses the underlying philosophy that gibes meaning and direction to the hotel’s actions , and address the interests of guests, management, and employees.MODIFIED AMERICAN PLAN(MAP)

A billing arrangement under which the daily rate includes charges for the guestroom and two meals – typically breakfast and dinner.Also called semi – pension.See also American Plan, European Plan.MOTEL

A lodging facility that caters primarily to guests arriving by automobile.MOTIVATION Stimulating a person’s interest in a particular job, project, or subject so that the individual is challenged to be continually attentive, observant, concerned, and committed.MULTIPLE OCCUPANCY RATIO Measurement used to forecast food and beverage revenue, to indicate clean linen requirements, and to analyze daily revenue rate.Derived from multiple occupancy percentage or by determining the average number of guests per rooms sold.Also called Double Occupancy Ratio.MULTIPLE OCCUPANCY STATISTICS Occupancy ratios, indicating either a multiple occupancy percentage or the average number of guests per room sold.Used to forecast food and beverage ratios, indicate clean linen requirements, and analyze average daily room rates.NIGHT AUDIT

A daily comparison of guest accounts(and non – guest account having activity)with revenue center transaction information.A night audit, so called because it is usually performed at night, helps guarantee accuracy in front office accounting.NIGHT AUDITOR An employee who checks the accuracy of front office accounting records and compiles a daily summary of hotel financial data as part of the night audit.In many hotels, the night auditor is actually an employee of the accounting division.NIGHT SHIFT

A hotel work –shift, generally 11:00 p.m.to 7:00 a.m.NO – POST SHIFT A term used to indicate a guest who is not allowed to charge purchases to his or her room account.NO – SHOW A guest who made a room reservation but did nor register or cancel.NON – AFFILIATE RESERVATION NETWORK A central reservation system which connects independent(non – chain)properties.NON – AUTOMATED A system of front office record – keeping characterized by the exclusive use of hand written forms.The elements of non – automated systems have determined the structure of many front office processes in even the most advanced automated facilities.NON – GUEST ACCOUNT An account created to track the financial transactions of a local business or agency with charge privileges at the hotel, a group sponsoring a meeting at the hotel, or a former guest whose account was not settled at the time of departure.NON – GUEST FOLIO A folio used to chart transactions on an account assigned to a local business or agency with hotel charge purchase privileges, a group sponsoring a meeting at the hotel, or a former guest with an outstanding account balance.NON – GUEST LEDGER See City ledger.OBJECTIVE A measurable end that an organization must achieve in order to effectively carry out its mission.ORCUPANCY PERCENTAGE An occupancy ratio that indicates the proportion of rooms sold to rooms available for sale during a specific period of time.OCCUPANCY RATIO A measurement of the success of the hotel in selling rooms.Typical occupancy ratios include average daily rate, average rate per guest, multiple occupancy statistics, and occupancy percentage.OCCUPANCY REPORT A report prepared each night by a front desk agent that lists the rooms occupied that night and indicates those guests expected to check out the following day.OCCUPIED A room status term indicating that a guest is currently registered to the room.ON – CHANGE A room status term indicating that the guest has departed, but the room has not yet been cleaned and readied for resale.OPEN The status of a date for which a reservation system can still accept reservations.ORGANIZATION CHART A schematic representation of the relationships among positions within an organization, showing where each position fits into the overall organization an illustrating the divisions of responsibility and lines of authority.ORIENTATION A term used to describe the state when the totals of debit amounts and credit amounts for a set of accounts are not equal.OUT – OF – ORDER A room status term indicating that the room cannot be assigned to a guest.A room may be out – of – order for maintenance, refurbishing , extensive cleaning , or other reasons.OUTSTANDING BALANCE The amount the guest owes the hotel – or the amount the hotel owes the guest, in the event of a credit balance at settlement.OVERAGE An imbalance that occurs when the total of cash and checks in a cash register drawer in greader than the initial bank plus net cash receipts.OVERBOOKING Accepting more reservations than there are available rooms.OVERDUE ACCOUNT A city ledger account that is unpaid beyond the current billing period, usually between 30 and 90 days.OVERFLOW FACILITY A property selected to receive central system reservation requests after room availabilities in the system’s participating properties within a geographic region have been exhausted.OVERSITAY A guest who stays after his or her stated departure date.PACKAGE PLAN RATE

A special room rate for a room as part of a combination of events or activities.PAID – IN – ADVANCE(PIA)GUEST A guest who pays his or her room charges in cash during registration.PIA guests are often denied in – house credit.PAID –OUT Cash disbursed by the hotel on behalf of a guest and charged to the guest’s account as a cash advance.PAYROLL ACCOUNTING SOFTWARE A back office computer application that processes such data as time and attendance records, pay distribution, and tax withholding.PERFORMANCE STANDARD A required level of performance that establishes the acceptable quality of book.PIA(PAID – IN – ADVANCE)LIST A guest who pays his or her room changes in cash during registration.PIA guests are often denied in –house credit.PICK – UP ERROR An error in manual and semi-automated systems that occurs when the user enters an incorrect previous balance or transactions value in the process of posting.POINT OF SALE The location at which goods or service are purchased.Any hotel department that collects revenues for its goods or services is considered a revenue center and thus a point of sale.POINT – OF – SALE(POS)SYSTEM A computer network that allows electronic cash registers at the hotel’s points of sale to communicate directly with a front office guest accounting module.POSTING The process of recording transactions on a guest folio.POTENTIAL AVERAGE RATE A collective statistic that effectively combines the potential average single and double rates, multiple occupancy percentage, and rate spread to produce the average rate that would be achieved if all rooms were sold at their full rack rates.PRE-REGISTRATION A process by which sections of a registration card or its equivalent are completed for guests arriving with reservations.Room and rate assignment, creation of a guest folio, and other functions may also be part of pre-registration activity.PREPAYMENT GUARANTEE A type of reservation guarantee that requires a payment in full made before the day of arrival.PRIVATE BRANCH EXCHANGE(PBX)A hotel’s telephone switchboard equipment.PROPERTY DIRECT A method of communicating reservation requests directly to a hotel, by telephone, mail, property – to – property link, telex, cable, or another method.PROPERTY MANAGEMENT SYSTEM

A computer software package that supports a variety of applications related to front office and back office activities.See also Front Office Applications.

第三篇：酒店培訓-- 專用術語(房務部)

Hotel Terminology(Rooms Division--605)酒 店 專 用 術 語（房務部605個）

Ｅ（26）

early arrival 提前抵達

Early Bird Report 每日營業(yè)報表

EDP(Electronic Date Processing system)電腦室 electric fan 電扇 electric jar 電熱水壺 electric plug 電源插頭 electric socket 電源插座

elevator(=lift)(ref.Escalator)電梯

（參：手扶升降梯）e-mail 電子郵件

employee 員工、雇員 employer 雇主

Engineering Department 工程部 entrance 通道

entrance lamp 門廊燈 envelope 信封 eraser 橡皮

ETA-Estimated Time of Arrival 預抵時間 ETD-Estimated Time of Departure 預離時間 European plan 歐洲式計價（房費不包餐）exchange rate（外幣）兌換率 exit 出口

expected arrival 預抵客人 extension cord 接線板

expected departure 預離客人

expending wallet(by date/alpha)擴展式文件夾 extra bed(ref.rollaway bed)加床

English –Chinese Dictionary 英漢詞典 Ｆ（31）

face towel 面巾

facsimile(=fax)傳真 film 膠卷 Finda 芬達 fire alarm 火警 fire control 防火

fire exit plan 消防疏散圖

FIT-Foreign Individual Traveler 散客 float(=cash float)備用（現(xiàn)金）floor drain 地漏

Floor Plan 樓層平面圖 floor tile 地磚 flowchart 流程圖

fluorescent lamp 日光燈

fluorescent pen(red/yellow/green)熒光筆 fly 蒼蠅

foam bath 泡泡浴

folio(ref.bill)帳單（參、bill）

Food and Beverage Department(F&B)餐飲部 forecast 預測

forwarding address 前往地地址 frame 框

free of charge(FOC)免費 freezer(=ice box)制冰器 fridge(refrigerator)冰箱 Front Desk 前臺

Front Office Department前廳部 full house 滿房

full length mirror(for grooming check)鏡子

function（event）功能、活動 furniture 家具 Ｇ（9）

glass wrapper 杯套 garden 花園 glue 膠水

grand master key 總萬能鑰匙

Great Wall Card(credit card)長城卡 guarantee(GTD)擔保 gullet 地漏

guest history 客人歷史材料

Guest Questionnaire 賓客意見書 Ｈ（18）

hairdryer 吹風機 hand towel 手巾 handkerchief 手絹 handle 把手

hanger(ladies and gentlemen)衣架（女式，男式）hard cover book(long/short)硬皮本 heating 加熱器 hinge 合頁

high/peak season 旺季

highlight pen(red, blue, green)熒光筆

hotel envelope/hotel letter paper 飯店信封/信紙 hotel stationary酒店文具

hot water flask(=vacuum flask)熱水瓶 house account 免費帳 house phone 內線電話 House Use 內用房 house count 房數(shù)

Housekeeping Department客房部 Ｉ（17）ice-cube 冰塊

ice-cube tray 冰塊盤

imprint machine（信用卡）刷卡器 incentive(group)獎勵（團隊）incident 意外事故 Incognito 保密客人 indefinite 不確定

index book(by date/alpha)索引（按日期/字母

順序排）Information Desk 問詢處 inspection 檢查

in house movie 閉路電視

International Direct Dialing(IDD)國際直撥電話 invoice 收椐

iron and board 熨斗和熨衣板 ironing(=pressing)熨衣 ironing board 燙衣板 I owe you(IOU)欠條

Ｊ（4）

Jacket 夾克衫

JCB Card(credit card)JCB卡（日本）join in 加入

junior suite高級套房 Ｋ（3）

key card 鑰匙卡 kitchen 廚房

knife(for envelope and cutting other paper)刀子

Ｌ（22）

lamp shade 燈罩

Laser Printer 激光打印機 late arrival 遲抵達

late charges(=back charge)追加收費 laundry 洗衣

laundry bag洗衣袋 laundry list洗衣單

layover passenger誤機乘客 light baggage輕行李 light bulb 電燈泡 liquor酒精

living room(=sitting room)客廳 linen 布巾,布草 Lobby大堂

Logbook 交接班本

Lost and Found(L&F)失物招領

low/off-peak season淡季 luggage(=baggage)行李 luggage rack行李架 luggage sticker行李膠貼 luggage tag行李牌 luggage trolley行李車 Ｍ（40）

magazine雜志

maps of Beijing and china 北京地圖，中國地圖 magazine rack雜志架 mail 郵件

mail address 郵件地址 mail box 郵件箱 mailing fee 郵寄費用

main door(=main entrance)正門 maintenance 維修,維護 make up room 打掃房間 marble 大理石

marker(blue/black)記號筆 market市場

market code 市場分類代碼 market mix 客人分類 market research市場研究 market segment市場劃分 massage 按摩

master accounts 總帳 master bill 總帳單

Master Card(credit card)萬事達卡（美國）master folio 總帳單 master key 萬能鑰匙 matches 火柴 mattress 床墊

miscellaneous 雜費 memo 備忘錄 menu 菜單

message pad 留言簿 mineral water 礦泉水

mini bar(fridge)小酒吧（冰箱）mini-bar voucher 小酒吧帳單 moistener 濕度計 mirror 鏡子

full length mirror 穿衣鏡 mop 拖布

morning call(ref.wake up call)叫早（參：叫醒）mosquito 蚊子

mosquito screen 沙窗

MTD-Month To Date月累計（到某日）

Ｎ（12）

nail brush 指甲刷

National Cash Register(NCR)收款機 needle(<->thread)針（反。線）net rate 凈價 newspaper 報紙 night audit 夜審

night gown 睡袍（pajamas）no show(NS)未到

non-refundable 不可退款的 Non-smoker 非吸煙者

Non-smoking room 非吸煙房 Non-smoking area 非吸煙區(qū)

Ｏ（6）

occupancy 住客率（%）on duty 值班 operator 電話員

Out-Of-Order(OOO)待修房，壞房 overcoat 外套

overhead projector 投影儀

Ｐ（47）

PABX=PBX(Private Automatic Branch Exchange)

(=switch board)電話交換機

paging system 尋呼系統(tǒng) paid out 借出款 painting 圖畫

pantry room 客房（樓層）服務間 pants(ref.Shorts)短褲 passenger 旅客 paper clip 曲別針 paper shredder 碎紙機 pax=person 人數(shù)

peep hole 窺視孔, 門鏡 pencil 鉛筆 pen holder 筆架

Peony Card(credit card)牡丹卡 permanent 長期的，永久的

person to person(ref.station to station)

找人電話（參.兌號電話）personal 個人的

Personnel & Training Department(P&T)

人事培訓部 pest control 滅蟲

petty cash 小額現(xiàn)金

photocopy machine 復印機 photo picture 照片 pick-up 接機 picture壁畫 pillow case 枕套

pillow inner slip 內枕套

piping 管道 pin 大頭針

plastic holder 塑料文件袋

Please Make Up Room 請打掃房間 portion 部分

Postal Code(ZIP)郵政編碼 postcard 名信片 post stand 郵筒 post stamp 郵戳 poster 招貼畫 posting 入帳

potato crisps 烤土豆片 prepay 預付

pre-registered 預登記 pressing 熨衣

promotion rate 促銷價 property 財產(chǎn)

Public Area 公共區(qū)

public phone booth 公用電話間 punch 打孔器

Purchasing Department 采購部 pajamas 睡衣（night gown）

Ｑ（3）

quadruple room 四人房 queen size bed 中號雙人床 quilt 被褥

Ｒ（45）

rack rate 柜臺價，公布價 razor 刮胡刀 radio 收音機 rebate 打折 receipt 收據(jù) receive 接收

Receiving Office收貨部 Reception Desk 接待處

Recreation Department 康樂部

refund(ref.rebate)退款（參。減錢）register 登記

Registration Card 登記卡

registration not assigned 登記完但未分房 release time 取消預訂的時間 remote controller 搖控器 report 報告 request 請求

request for reply 請求答復 requirement 要求

Reservation Desk 預訂處 Resort 度假村 Restaurant 餐廳

Revenue 營業(yè)收入、營業(yè)額 revolving door 旋轉門

rollaway bed(=roll-in bed, ref.extra bed)活動床 room key 房間鑰匙 room rate 房間價格 room revenue 客房收入 room occupancy 住客率

room service menu 送餐菜單 room status: 房態(tài)

VC-vacant clean 空房（干凈的）

VD-vacant dirty 走房（臟房）

OC-occupied clean 住客房（干凈的）

OD-occupied dirty 住客房（臟房）

OOO-out-of-order 待修房

SO-sleep out 外宿

NB-no baggage 無行李

LB-light baggage 輕行李

DL-double lock 雙鎖

DND-Do Not Disturb 請勿打擾 rooming list 分房表 rubber 橡皮

rubber band 皮筋 ruler 尺子

Ｓ（70）

safe deposit box 保險箱

Sales & Marketing Department(S&M)

市場營銷部 sanitary bag 衛(wèi)生袋

scheduled time 計劃時間 scotch tape dispenser 膠帶座 scotch tape 透明膠帶 scissors剪子 screen 屏幕

Security Department保安部

senior suite 豪華套房（三間套）service charge(ref.surcharge)服務費

（參：附加費）service counter 服務臺

Service Directory 客人服務指南 settee 長靠椅 sewing kit 針線包 shampoo 洗發(fā)水

share(eg.share one room)共享（例：同住一間房）

sharpener 削鉛筆刀（器）shirt 男式襯衫 shoe horn 鞋拔 sheer curtain 沙簾

shoe shine cloth(ref.shoe shiner, shoe polisher)

擦鞋布（參：擦鞋器）shorts 短褲

shopping bag 購物袋 shoulder season平季 shower 淋浴 shower cap 浴帽 shower curtain 浴簾 shower head 噴頭 signature 簽名 single bed 單人床

single occupancy 單人住房率

single room with bath 帶浴室的單人間 skipper 逃帳者 skirt 女裙

skirting board 墻裙板 sleep out(SO)外宿 sliding door 推拉門 slide projector 幻燈機 slippers 拖鞋

smoke detector 煙感探測器 soap(bath soap, hand soap)肥皂 socket(<->plug)插座（反：插頭）socks 襪子 sofa 沙發(fā)

soap container 肥皂碟 special attention 特別注意 special rate 特價

speedy kettle 快速熱水壺 split shift 兩頭班 spoon 勺子 spot light 射燈 Sprite 雪碧 staircase樓梯

up stair 上樓

down stair 下樓 stamp 郵票

standard rate 標準價 stationery 文件夾

standard room 標準間 staple 訂書釘 stapler 訂書器

station to station 兌號電話 stay over 過夜 Stewarding 管事部 store room 庫房 sugar sachets 袋砂糖 suitcase 行李箱 suits 套裝 suite 套房 sugar糖

sundries 雜項費 survival kit 生存袋 switch 開關

Ｔ（49）

Table D’hote 套餐 table lamp 臺燈 table calendar 臺歷 tap water 自來水 tariff 價目表 taxi 出租車 tea bag 茶袋 tea set 茶盤 telephone 電話

telephone booth 電話間 telephone charge 電話費

Telephone Directory 電話號碼簿 telephone extension 電話分機 telephone set 電話機 television(TV)電視 TV program 電視節(jié)目單 tent card 立卡

thermometer 溫度計 thermos flask 熱水壺 thermostat 調溫器 thumb pin 圖釘

time stamp machine 打時器 tissue paper 面巾紙

toilet=wash room=lavatory 廁所=洗手間=衛(wèi)生間 toilet bowl 馬桶 toilet flush 馬桶刷

toilet flush cistern 馬桶池 toilet flush handle 馬桶按鍵 toilet paper 衛(wèi)生紙 toilet seat 馬桶座

toilet seat cover 馬桶蓋 tooth brush 牙刷 tooth paste 牙膏

tour package 包價旅游 towel rack 毛巾架 transient 過路客人 transformer變壓器

Transportation Department 運輸部 Travel Agent(T/A)旅行社 Traveller’s Cheques 旅行支票 tray(=dish)盤 triple room 三人間

trolley(eg.luggage trolley)貨車（例：行李車）trousers 褲子 T-shirt T恤衫

Tsingtao Beer 青島啤酒 turn away 轉走的客人 turndown service 開床服務 twin room 雙人房

villa 別墅

VIP(Very Important Person)貴賓

Visa Card(credit card)維薩卡（美國）visitor 訪客

VOD（Video On Demand）視頻點播電視 void 作廢 Voltage 電壓

volts 110伏

220 volts 220伏 voucher 帳單，憑單

Ｗ（16）

walk-in 無預訂散客 wall paper 墻紙 wall tile 墻磚

wardrobe 衣柜，壁柜 wash basin 洗臉池

waste paper basket(ref.rubbish bin)廢紙筐 water jar 水瓶（廣口）

water-proof(=water resistance)防水 water sprinkler 噴灑頭 weekly report 周報告 weighing scale 體重秤 white board 白板 wind-coat 風衣 writing desk 寫字臺

writing desk chair 寫字椅 writing pad 寫字本 Ｕ（5）

underpants 內褲 undershirt 內衣 uniform 制服

Union Pay 銀聯(lián)（中國）update 更新（日期）

upgrade(<->downgrade)升級（反：降級）

Ｖ（15）

vacant room 空房

vacuum cleaner 真空吸塵器 vacuum flask 保溫瓶 valet 洗衣

verify(verification)證實 vest 馬甲、背心 video camera 攝像機

Video Cassette Recorder(VCR)錄像機

Ｙ（1）

YTD(year-to-date)年累計（到某日）

Ｚ（1）

Z card Z型卡

第四篇：酒店專用術語(房務部)--4

Hotel Terminology(Rooms Division--605)酒 店 專 用 術 語（房務部605個）

Ｓ（70）

safe deposit box 保險箱

Sales & Marketing Department(S&M)

市場營銷部 sanitary bag 衛(wèi)生袋 scheduled time 計劃時間

scotch tape dispenser 膠帶座 scotch tape 透明膠帶 scissors剪子 screen 屏幕

Security Department保安部 senior suite 豪華套房（三間套）service charge(ref.surcharge)服務費

（參：附加費）service counter 服務臺

Service Directory 客人服務指南 settee 長靠椅 sewing kit 針線包

shampoo 洗發(fā)水

share(eg.share one room)共享（例：同住一間房）sharpener 削鉛筆刀（器）shirt 男式襯衫 shoe horn 鞋拔

sheer curtain 沙簾

shoe shine cloth(ref.shoe shiner, shoe polisher)

擦鞋布（參：擦鞋器）shorts 短褲

shopping bag 購物袋 shoulder season平季 shower 淋浴 shower cap 浴帽 shower curtain 浴簾

shower head 噴頭 signature 簽名 single bed 單人床

single occupancy 單人住房率 single room with bath 帶浴室的單人間 skipper 逃帳者 skirt 女裙

skirting board 墻裙板 sleep out(SO)外宿 sliding door 推拉門

slide projector 幻燈機 slippers 拖鞋

smoke detector 煙感探測器

soap(bath soap, hand soap)肥皂 socket(<->plug)插座（反：插頭）socks 襪子 sofa 沙發(fā)

soap container 肥皂碟 special attention 特別注意 special rate 特價

speedy kettle 快速熱水壺 split shift 兩頭班 spoon 勺子 spot light 射燈 Sprite 雪碧 staircase樓梯

up stair 上樓

down stair 下樓 stamp 郵票

standard rate 標準價 stationery 文件夾

standard room 標準間 staple 訂書釘 stapler 訂書器

station to station 兌號電話 stay over 過夜 Stewarding 管事部 store room 庫房

sugar sachets 袋砂糖 suitcase 行李箱 suits 套裝 suite 套房 sugar糖

sundries 雜項費 survival kit 生存袋 switch 開關

Ｔ（49）

Table D’hote 套餐 table lamp 臺燈 table calendar 臺歷 tap water 自來水 tariff 價目表

taxi 出租車 tea bag 茶袋 tea set 茶盤 telephone 電話

telephone booth 電話間 telephone charge 電話費

Telephone Directory 電話號碼簿 telephone extension 電話分機 telephone set 電話機 television(TV)電視 TV program 電視節(jié)目單 tent card 立卡 thermometer 溫度計 thermos flask 熱水壺 thermostat 調溫器 thumb pin 圖釘

time stamp machine 打時器

tissue paper 面巾紙

toilet=wash room=lavatory 廁所=洗手間=衛(wèi)生間 toilet bowl 馬桶 toilet flush 馬桶刷

toilet flush cistern 馬桶池 toilet flush handle 馬桶按鍵 toilet paper 衛(wèi)生紙 toilet seat 馬桶座

toilet seat cover 馬桶蓋 tooth brush 牙刷 tooth paste 牙膏 tour package 包價旅游

towel rack 毛巾架 transient 過路客人 transformer變壓器

Transportation Department 運輸部 Travel Agent(T/A)旅行社 Traveller’s Cheques 旅行支票 tray(=dish)盤 triple room 三人間

trolley(eg.luggage trolley)貨車（例：行李車）trousers 褲子 T-shirt T恤衫

Tsingtao Beer 青島啤酒 turn away 轉走的客人 turndown service 開床服務 twin room 雙人房

undershirt 內衣 uniform 制服

Union Pay 銀聯(lián)（中國）update 更新（日期）

upgrade(<->downgrade)升級（反：降級）

Ｖ（15）

vacant room 空房

vacuum cleaner 真空吸塵器 vacuum flask 保溫瓶 valet 洗衣

verify(verification)證實 vest 馬甲、背心 video camera 攝像機

Video Cassette Recorder(VCR)錄像機 villa 別墅

VIP(Very Important Person)貴賓

Visa Card(credit card)維薩卡（美國）visitor 訪客

VOD（Video On Demand）視頻點播電視 void 作廢

Voltage 電壓

volts 110伏

220 volts 220伏 voucher 帳單，憑單

Ｗ（16）

walk-in 無預訂散客 wall paper 墻紙 wall tile 墻磚

wardrobe 衣柜，壁柜

wash basin 洗臉池

waste paper basket(ref.rubbish bin)廢紙筐 water jar 水瓶（廣口）

water-proof(=water resistance)防水 water sprinkler 噴灑頭 weekly report 周報告 weighing scale 體重秤 white board 白板 wind-coat 風衣

writing desk 寫字臺

writing desk chair 寫字椅 writing pad 寫字本

Ｙ（1）

YTD(year-to-date)年累計（到某日）

Ｚ（1）

Z card Z型卡

Ｕ（5）

underpants 內褲

第五篇：酒店房務部工作總結

酒店房務部工作總結

伴隨著新年腳步的臨近，過去繁忙緊張的一年已劃上圓滿的句點。在大廈領導的正確指導下，**年我部門順利完成了上級領導下達的各項經(jīng)營、管理指標?，F(xiàn)將今年工作總結

**年客房完成的營業(yè)總額為135xxxx，月均完成12xxxx，客房出租率為6xxxx，平均房價430.2xxxx，各項指標較200*年有所上升。我部門保潔人員高質量地完成了整個大廈的日常保潔工作，對大廈地面進行了不定期的整體保養(yǎng)，并對寫字間進行開荒作業(yè)及日常保潔。

一、回顧一年中的工作業(yè)績、重大事件及主要工作內容。

加強房務中心工作的管理。房務中心是酒店對外第二窗口，為加強對房務中心的規(guī)范化管理，本重點對工作人員進行了多次專業(yè)培訓，包括服務意識、客房介紹與電話接聽技巧等各項具體工作；堅持每天對樓層服務質量、效率進行監(jiān)察；對各種報表進行收集整理，建立了完整的客房檔案。嚴格按制度處理遺留物品，贏得客人好評。

從硬件環(huán)境、軟件環(huán)境及控制成本方面對客房加強管理。在硬環(huán)境方面，為了給客人創(chuàng)造一個衛(wèi)生舒適的環(huán)境，樓層嚴格按照酒店衛(wèi)生標準，貫徹執(zhí)行大廈客房管理制度，堅持按標準程序做住客房、退客房，進行布草更換，對杯具、衛(wèi)生間消毒。在設備設施的維護與保養(yǎng)方面，對客房進行全面清潔，樓道及房間的地毯定期清洗；在軟環(huán)境方面，客房服務員微笑服務，高效熱情，細心周到，竭誠為客人營造賓至如歸的溫馨感覺； 版權所有 以“常用常新，天天亮麗”為目標，加強保潔管理。保潔人員5xxxx，其崗位分布在大廈的大部分區(qū)域，尤其是公共區(qū)域，環(huán)境衛(wèi)生的好壞最直觀地反映大廈作為四星級酒店的整體風貌，因此，保潔工作是房務部另一工作重點。我們主要從兩方面抓起，一方面，職責細化及培訓，將職責細化落實到個人，各種業(yè)務操作程序及標準讓員工爛熟于心，嚴格按時間段、區(qū)域進行排班，提高了工作積極性、責任心，大廈的衛(wèi)生情況煥然一新。另一方面，加強監(jiān)督檢查。檢查環(huán)節(jié)始終是至關重要的。從經(jīng)理到助理，從主管到領班，層層檢查，不放過一個衛(wèi)生死角，不遺漏一個邊角區(qū)域，確保各項衛(wèi)生指標達到五星級要求標準。

加強對制服房、庫房的管理。3月對制服房規(guī)模進行改造，以適應日趨增多的工服及布草容量。下半年庫房并入采購部管理，制服房只負責客人衣服送洗及員工制服管理，分工比較明確，有利于制服房管理的條理化，制度化，一是嚴格控制換裝時間，二是服裝嚴格分類懸掛，并做明確標識，以便員工在最短時間內找到工服，提高工作效率。

今年上半年，房務部一項重要工作，是院士會的接待工作。正是由于各崗位的齊心協(xié)力的工作，4月2至5日，“中國科學院院士初選會議”在京師大廈的順利召開。期間，房務部主要負責院士會議的組織、會議室布置、會期服務、客房服務及保潔等工作。接待會議過程中，各管理層緊張有序，考慮周全，確保每一個環(huán)節(jié)不出紕漏。我們的優(yōu)質服務，符合標準要求和規(guī)范，得到了各級領導的充分肯定。首先，做好組織策劃工作，從各方面做好迎接會議的一切準備。其次，做好外部溝通及內部溝通工作，及時協(xié)調，迅速處理。

二、管理要素的實施情況。

1、基礎設施的管理。平時仔細檢查房間設施，發(fā)現(xiàn)問題及時報修；十一月底利用淡季時機，對各樓層每間客房的設備設施進行了全面、仔細盤查，并對存在的問題登記造冊，集中與工程部聯(lián)系維修（如比較嚴重、數(shù)量較多的浴缸塞），進行統(tǒng)一備料更換，以給客人營造方便舒適、細節(jié)完善的居住環(huán)境，為迎接明年新的客房任務做好硬件準備。

2、各種標識的統(tǒng)一管理。對客房、公共區(qū)域及時做好各種標識，正確引導客人。

3、物資物料的管理。領料過程及手續(xù)齊全，嚴格執(zhí)行審批制度?？头恳淮涡院钠芳笆称返念I取、儲存、配送、報廢，全部按照規(guī)定進行，做到數(shù)字準確，手續(xù)無誤。

4、工作方法。制定各崗位工作標準及流程，不斷完善存在漏洞的地方，確保用正確的工作方法來指導員工提供服務，讓所有工作處于受控狀態(tài)。

5、工作環(huán)境、環(huán)保措施和環(huán)境衛(wèi)生。確保符合行業(yè)標準，客房經(jīng)過衛(wèi)生局檢查，接受不合格地方并進行整改，制定《客房衛(wèi)生管理制度》及《消毒間工作管理規(guī)定》，擬配備消毒柜，并將制度上墻。

6、職業(yè)健康安全管理。對客房、保潔各崗位存在的潛在風險進行識別，針對危險源制定措施，并對員工進行工作過程中的自我保護教育，確保安全服務。如保潔高空刮玻璃，有腐蝕性化學藥品的貯存和使用。

7、內部溝通管理。確保內部溝通渠道暢通無阻，通過現(xiàn)代通訊工具（手機、呼機）、早會、文件等形式進行信息溝通。與其他部門及時就工作中一些接口處問題進行溝通，如與接待和收銀及時通話，互相提醒，避免了許多不必要的耽誤和過失。為了更好地與其他部門配合好工作，在申總的組織下，召開了前臺、房務中心及收銀三方協(xié)調會議，解決了日常工作中的一些共性問題，起到了良好的溝通作用。

8、顧客滿意度?？头颗鋫洹顿e客意見書》，房務中心及時做好顧客意見的登記和傳達，以便能及時解決客人的意見和建議，改進我們的工作，也給客人留下良好的印象，體現(xiàn)我們對客人的尊重。

9、過程監(jiān)測及持續(xù)改進。加強各層次監(jiān)督管理，確保優(yōu)質服務，發(fā)現(xiàn)不合格及時制定整改措施。

三、加強人力資源管理，知人善用，重視培訓，獎罰分明，優(yōu)化資源組合。

1、對員工進行不同層次的培訓，同時鼓勵他們參加飯店英語等級考試、物業(yè)考試、職稱評定考核及大廈內部各鐘培訓考核。提供學習機會和各種學習信息，為員工制定工作目標，鼓勵員工自我學習和自我發(fā)展，努力提高自己的綜合素質。

2、加強制度管理，賞罰分明，對受到客人表揚，為大廈做出突出貢獻人員進行嘉獎，對違反大廈規(guī)章制度的員工進行處罰。既嚴肅了紀律，又鼓舞了員工的工作積極性。

3、加強宿舍管理，嚴格落實宿舍管理制度，經(jīng)常性地突擊檢查環(huán)境衛(wèi)生和安全隱患，查處夜不歸宿人員，有效保證了制度的落實及員工自身的安全。對外宿人員，嚴格執(zhí)行外宿登記審批制度，并經(jīng)常進行安全和自我保護知識的教育，控制員工各種意外事故的發(fā)生。宿舍衛(wèi)生責任到人，定期檢查，及時整改不合格方面。

4、對樓宇自動控制及消防知識進行培訓，包括信息系統(tǒng)，網(wǎng)絡報吧系統(tǒng)及報房系統(tǒng)的使用，大廈內消防器材及設施、報警裝置、消防通道、火災發(fā)生時的應急方法等方面的培訓，提高安全意識與能力，防患于未然。

四、積極采取各種措施，節(jié)能降耗，控制成本。我們主要采取以下措施盡可能開源節(jié)流：

1、為減少因食品滯銷造成的浪費，增加收入，5月對客房迷你吧食品進行更換，更換后的食品銷量比以前明顯增加。

2、制服房利用報廢的布草及棉織品，用來做抹布、口布、地秤套等。

3、配合信息部使用網(wǎng)絡辦公平臺進行無紙化辦公，節(jié)約辦公用品。

4、保潔、客房人員在工作過程中細心觀察，發(fā)現(xiàn)問題及時報修。

5、客房變更“環(huán)?？ā?，擱置“環(huán)?？ā睘閾Q洗床單，否則默認為不換，一定程度上避免了不必要的浪費，也有效保護了水資源。

6、教育員工，積極配合工程部，做好水、電、氣能源的節(jié)能工作，從點滴做起，以身作則。

五、發(fā)動廣大員工群策群力，搞好民主管理工作；關心員工生活，不斷改善員工的工作、生活條件，豐富其業(yè)余生活，組織動員員工積極參加各種健康有益的文體娛樂活動。

1、我部門定期召開例會，通過各種渠道聽取員工意見和建議，給員工創(chuàng)造機會，讓員工參與到管理中來。

2、積極組織員工參加各種文體活動，培養(yǎng)健康向上的高尚情操，創(chuàng)造競爭進取的學習氛圍，如組織他們參加體育活動，學校運動會，乒乓球，籃球隊、拔河比賽、秋游登山等。這些活動不僅強身健體，陶冶情操，也體現(xiàn)了員工高度的集體榮譽感，體現(xiàn)了團結奮進的優(yōu)秀團體，增強了大廈的凝聚力。

3、踴躍參加歌詠比賽、店慶晚會及有獎征文活動，在這些展示才藝的文藝活動中，既在競爭中提升了員工的綜合素質，也拓展了員工的生活寬度和深度。

4、關心員工生活狀況和思想狀況，及時探望生病員工，讓他們身在他鄉(xiāng)依然能感受到家庭般的溫暖。

六、分析改進工作中的不足之處。

1、制定突發(fā)事件應急預案。如火災、刮風、下雪、客人受傷、停電、停水及其他未知事件?！胺彩骂A則立，不預則廢”?？刂脐P鍵點，將職責化解，層層落實到人，提高警惕，防患于未然。

2、員工應變能力、綜合素質及英語口語表達能力，需要提高?？头棵咳斩加型赓e入住，作為服務人員不能很好地與客人進行溝通是影響酒店國際市場的嚴重不足，我們將繼續(xù)對員工進行口語培訓。把文化留人作為根本，把培訓人才作為人員管理的基本宗旨來抓。

3、客房維修率越來越高，作為酒店成本最高的基礎設施和硬件配備，降低維修率，加強維護保養(yǎng)是我們在搞好服務工作同時必須兼顧的另一項重要工作，也是大廈領導倡導開源節(jié)流、節(jié)約成本的根本要求。

4、保潔員工的管理必須再度加強。相對于客房來說，保潔人員多，工作區(qū)域分散，面積大，公共區(qū)域性質復雜，人口流動大，因此崗位標準相對來說不好嚴格把握，今后需要加大管理力度，使之系統(tǒng)化、標準化、良性運作起來。①加強監(jiān)督。②重視對員工的培訓教育，提高員工職業(yè)道德和服務意識。③加強領班、組長的基層管理功能。④提倡禮儀服務、文明服務、微笑服務。⑤工作標準量化，可操作性強。

5、走客遺留物品及在住客人財務安全性的管理，關系著酒店信譽度的好壞，近期有客人舉報丟失物品，如手表等。經(jīng)核實大部分是由于客人自己遺忘或者遺失在別處，但也有個別客人因此對酒店造成誤會。鑒于此，今后客房會更加注重對客人財產(chǎn)安全的管理：首先，員工要潔身自好，嚴于律己，對服務人員要嚴格管理教育，確保清者自清，客房偷竊為零。其次，要加強樓層監(jiān)視工作，培訓服務員仔細觀察分析能力，留意可疑人員。再次，做房時認真仔細，小件物品遺失必須仔細查找。另外，也要禮貌提醒客人，將貴重物品存放保險箱內。

今年在大廈領導指導下，部門所有人員共同努力，把“做好每天每一件事、接待好每天每一位客人”的服務理念深入各項工作，默契合作，追求完美，使房務部工作邁上了一個新的臺階。但工作中還存在一些不足，還需要在以后的工作中不斷改進，自我完善，積累經(jīng)驗，吸取教訓，爭取把今后的工作做得更好。0*年年計劃在以下幾方面不斷改進：

1、工作質量，精益求精。加強員工的服務意識、工作中處理問題的靈活性、主動服務等方面的管理，充分實現(xiàn)“人性化”管理。日常培訓讓員工熟悉了工作流程及服務標準，但由于提升素質及工作能力需要一個過程，難免流于形式或者服務機械化，缺少變通和創(chuàng)新。后期管理將側重于這方面的改進，從量變到質變，升華服務質量。

2、在人員培訓上，下半年重點對員工進行禮儀培訓及英語對話能力的培訓并嚴格考核，在對外形象上不斷提升員工綜合素質。對樓層服務員進一步加強英語培訓，擴大范圍，目標是能熟練說出、聽懂客房物品名稱及客人的一些常規(guī)性的需求，如水、暖、電出現(xiàn)故障，撥打國際電話，上網(wǎng)，洗衣服務等等，每日業(yè)余練習并進行實際對話，考核合格后方可上崗。

3、針對一些突發(fā)事件，制定客房突發(fā)事件的應急方案，并對員工進行培訓，不斷完善客房服務，提高顧客滿意度。如客房突然停水、停電應急預案、客人生病或發(fā)生意外事故

4、進一步提高保潔員工的工作效率和工作質量，精益求精，加強監(jiān)督檢查力度。對保潔人員進行主動服務意識培訓，調整員工思想，鼓勵員工養(yǎng)成主動自查的習慣，學會發(fā)現(xiàn)問題、解決問題，與客人交流時做到自然、親切，既能主動周到，隨時提供客人所需，又不過分熱情或做作，讓客人覺得不適。同時，充分發(fā)揮領班、小組長的基層管理作用，以身作則，以點帶面，勤做、勤查、勤匯報、勤傳達、勤改進，循序漸進，逐步提高。保潔具體業(yè)務上，下半年爭取對外圍、大堂、B2餐廳等公共區(qū)域加大管理力度，以改進因人員活動頻繁、外界因素等導致的保潔難度大的問題。在工作內容上，下期工作將對各崗位工作進行量化，合理分配，并加強檢查監(jiān)督管理；

5、加強對地毯、墻紙、家具等成品采取措施進行保護。在節(jié)約水電、一次性耗品等的同時，對設備設施的愛護、保養(yǎng)也是節(jié)能的側面體現(xiàn)。教育員工平日愛惜保護設備設施，勤檢查，發(fā)現(xiàn)問題及時報修，有效制止損壞設備設施的行為，維修時也注意提醒施工人員避免帶來新的維修項目，也可采取控制客房洗地毯次數(shù)，控制保潔液體的配比濃度等方面來保護成品。

以上是我部門0*年的工作總結及07年工作計劃重點概述。只有善于計劃，工作才能按部就班、有條不紊地開展，只有善于總結，發(fā)現(xiàn)不足，工作績效才能良性循環(huán)。我部門相信，在各位領導的正確帶領下，在全體員工的共同努力下，房務部工作一定能再上新臺階！