第一篇：酒店培訓(xùn)-- 專(zhuān)用術(shù)語(yǔ)(房務(wù)部)

Hotel Terminology(Rooms Division--605)酒 店 專(zhuān) 用 術(shù) 語(yǔ)（房務(wù)部605個(gè)）

Ｅ（26）

early arrival 提前抵達(dá)

Early Bird Report 每日營(yíng)業(yè)報(bào)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(mén)廊燈 envelope 信封 eraser 橡皮

ETA-Estimated Time of Arrival 預(yù)抵時(shí)間 ETD-Estimated Time of Departure 預(yù)離時(shí)間 European plan 歐洲式計(jì)價(jià)（房費(fèi)不包餐）exchange rate（外幣）兌換率 exit 出口

expected arrival 預(yù)抵客人 extension cord 接線(xiàn)板

expected departure 預(yù)離客人

expending wallet(by date/alpha)擴(kuò)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(dá) 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(yù)測(cè)

forwarding address 前往地地址 frame 框

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

Front Office Department前廳部 full house 滿(mǎn)房

full length mirror(for grooming check)鏡子

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

glass wrapper 杯套 garden 花園 glue 膠水

grand master key 總?cè)f能鑰匙

Great Wall Card(credit card)長(zhǎng)城卡 guarantee(GTD)擔(dān)保 gullet 地漏

guest history 客人歷史材料

Guest Questionnaire 賓客意見(jiàn)書(shū) Ｈ（18）

hairdryer 吹風(fēng)機(jī) 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(yè)

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(fèi)帳 house phone 內(nèi)線(xiàn)電話(huà) House Use 內(nèi)用房 house count 房數(shù)

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

ice-cube tray 冰塊盤(pán)

imprint machine（信用卡）刷卡器 incentive(group)獎(jiǎng)勵(lì)（團(tuán)隊(duì)）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(wèn)詢(xún)處 inspection 檢查

in house movie 閉路電視

International Direct Dialing(IDD)國(guó)際直撥電話(huà) 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(jí)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(jī) late arrival 遲抵達(dá)

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

laundry bag洗衣袋 laundry list洗衣單

layover passenger誤機(jī)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(lǐng)

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(chē) Ｍ（40）

magazine雜志

maps of Beijing and china 北京地圖，中國(guó)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(fèi)用

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

marker(blue/black)記號(hào)筆 market市場(chǎng)

market code 市場(chǎng)分類(lèi)代碼 market mix 客人分類(lèi) market research市場(chǎng)研究 market segment市場(chǎng)劃分 massage 按摩

master accounts 總帳 master bill 總帳單

Master Card(credit card)萬(wàn)事達(dá)卡（美國(guó)）master folio 總帳單 master key 萬(wàn)能鑰匙 matches 火柴 mattress 床墊

miscellaneous 雜費(fèi) 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(jì) 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(jì)（到某日）

Ｎ（12）

nail brush 指甲刷

National Cash Register(NCR)收款機(jī) needle(<->thread)針（反。線(xiàn)）net rate 凈價(jià) newspaper 報(bào)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(huà)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(huà)交換機(jī)

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

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

peep hole 窺視孔, 門(mén)鏡 pencil 鉛筆 pen holder 筆架

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

person to person(ref.station to station)

找人電話(huà)（參.兌號(hào)電話(huà)）personal 個(gè)人的

Personnel & Training Department(P&T)

人事培訓(xùn)部 pest control 滅蟲(chóng)

petty cash 小額現(xiàn)金

photocopy machine 復(fù)印機(jī) photo picture 照片 pick-up 接機(jī) picture壁畫(huà) pillow case 枕套

pillow inner slip 內(nèi)枕套

piping 管道 pin 大頭針

plastic holder 塑料文件袋

Please Make Up Room 請(qǐng)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(huà) posting 入帳

potato crisps 烤土豆片 prepay 預(yù)付

pre-registered 預(yù)登記 pressing 熨衣

promotion rate 促銷(xiāo)價(jià) property 財(cái)產(chǎn)

Public Area 公共區(qū)

public phone booth 公用電話(huà)間 punch 打孔器

Purchasing Department 采購(gòu)部 pajamas 睡衣（night gown）

Ｑ（3）

quadruple room 四人房 queen size bed 中號(hào)雙人床 quilt 被褥

Ｒ（45）

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

Receiving Office收貨部 Reception Desk 接待處

Recreation Department 康樂(lè)部

refund(ref.rebate)退款（參。減錢(qián)）register 登記

Registration Card 登記卡

registration not assigned 登記完但未分房 release time 取消預(yù)訂的時(shí)間 remote controller 搖控器 report 報(bào)告 request 請(qǐng)求

request for reply 請(qǐng)求答復(fù) requirement 要求

Reservation Desk 預(yù)訂處 Resort 度假村 Restaurant 餐廳

Revenue 營(yíng)業(yè)收入、營(yíng)業(yè)額 revolving door 旋轉(zhuǎn)門(mén)

rollaway bed(=roll-in bed, ref.extra bed)活動(dòng)床 room key 房間鑰匙 room rate 房間價(jià)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(wú)行李

LB-light baggage 輕行李

DL-double lock 雙鎖

DND-Do Not Disturb 請(qǐng)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(xiǎn)箱

Sales & Marketing Department(S&M)

市場(chǎng)營(yíng)銷(xiāo)部 sanitary bag 衛(wèi)生袋

scheduled time 計(jì)劃時(shí)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(wù)費(fèi)

（參：附加費(fèi)）service counter 服務(wù)臺(tái)

Service Directory 客人服務(wù)指南 settee 長(zhǎng)靠椅 sewing kit 針線(xiàn)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(gòu)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(mén) slide projector 幻燈機(jī) slippers 拖鞋

smoke detector 煙感探測(cè)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(jià)

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(biāo)準(zhǔn)價(jià) stationery 文件夾

standard room 標(biāo)準(zhǔn)間 staple 訂書(shū)釘 stapler 訂書(shū)器

station to station 兌號(hào)電話(huà) stay over 過(guò)夜 Stewarding 管事部 store room 庫(kù)房 sugar sachets 袋砂糖 suitcase 行李箱 suits 套裝 suite 套房 sugar糖

sundries 雜項(xiàng)費(fèi) survival kit 生存袋 switch 開(kāi)關(guān)

Ｔ（49）

Table D’hote 套餐 table lamp 臺(tái)燈 table calendar 臺(tái)歷 tap water 自來(lái)水 tariff 價(jià)目表 taxi 出租車(chē) tea bag 茶袋 tea set 茶盤(pán) telephone 電話(huà)

telephone booth 電話(huà)間 telephone charge 電話(huà)費(fèi)

Telephone Directory 電話(huà)號(hào)碼簿 telephone extension 電話(huà)分機(jī) telephone set 電話(huà)機(jī) television(TV)電視 TV program 電視節(jié)目單 tent card 立卡

thermometer 溫度計(jì) thermos flask 熱水壺 thermostat 調(diào)溫器 thumb pin 圖釘

time stamp machine 打時(shí)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(jià)旅游 towel rack 毛巾架 transient 過(guò)路客人 transformer變壓器

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

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

Tsingtao Beer 青島啤酒 turn away 轉(zhuǎn)走的客人 turndown service 開(kāi)床服務(wù) twin room 雙人房

villa 別墅

VIP(Very Important Person)貴賓

Visa Card(credit card)維薩卡（美國(guó)）visitor 訪(fǎng)客

VOD（Video On Demand）視頻點(diǎn)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(wú)預(yù)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(bào)告 weighing scale 體重秤 white board 白板 wind-coat 風(fēng)衣 writing desk 寫(xiě)字臺(tái)

writing desk chair 寫(xiě)字椅 writing pad 寫(xiě)字本 Ｕ（5）

underpants 內(nèi)褲 undershirt 內(nèi)衣 uniform 制服

Union Pay 銀聯(lián)（中國(guó)）update 更新（日期）

upgrade(<->downgrade)升級(jí)（反：降級(jí)）

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(shí) vest 馬甲、背心 video camera 攝像機(jī)

Video Cassette Recorder(VCR)錄像機(jī)

Ｙ（1）

YTD(year-to-date)年累計(jì)（到某日）

Ｚ（1）

Z card Z型卡

第二篇：酒店專(zhuān)用術(shù)語(yǔ)(房務(wù)部)--4

Hotel Terminology(Rooms Division--605)酒 店 專(zhuān) 用 術(shù) 語(yǔ)（房務(wù)部605個(gè)）

Ｓ（70）

safe deposit box 保險(xiǎn)箱

Sales & Marketing Department(S&M)

市場(chǎng)營(yíng)銷(xiāo)部 sanitary bag 衛(wèi)生袋 scheduled time 計(jì)劃時(shí)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(wù)費(fèi)

（參：附加費(fèi)）service counter 服務(wù)臺(tái)

Service Directory 客人服務(wù)指南 settee 長(zhǎng)靠椅 sewing kit 針線(xiàn)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(gòu)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(mén)

slide projector 幻燈機(jī) slippers 拖鞋

smoke detector 煙感探測(cè)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(jià)

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(biāo)準(zhǔn)價(jià) stationery 文件夾

standard room 標(biāo)準(zhǔn)間 staple 訂書(shū)釘 stapler 訂書(shū)器

station to station 兌號(hào)電話(huà) stay over 過(guò)夜 Stewarding 管事部 store room 庫(kù)房

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

sundries 雜項(xiàng)費(fèi) survival kit 生存袋 switch 開(kāi)關(guān)

Ｔ（49）

Table D’hote 套餐 table lamp 臺(tái)燈 table calendar 臺(tái)歷 tap water 自來(lái)水 tariff 價(jià)目表

taxi 出租車(chē) tea bag 茶袋 tea set 茶盤(pán) telephone 電話(huà)

telephone booth 電話(huà)間 telephone charge 電話(huà)費(fèi)

Telephone Directory 電話(huà)號(hào)碼簿 telephone extension 電話(huà)分機(jī) telephone set 電話(huà)機(jī) television(TV)電視 TV program 電視節(jié)目單 tent card 立卡 thermometer 溫度計(jì) thermos flask 熱水壺 thermostat 調(diào)溫器 thumb pin 圖釘

time stamp machine 打時(shí)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(jià)旅游

towel rack 毛巾架 transient 過(guò)路客人 transformer變壓器

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

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

Tsingtao Beer 青島啤酒 turn away 轉(zhuǎn)走的客人 turndown service 開(kāi)床服務(wù) twin room 雙人房

undershirt 內(nèi)衣 uniform 制服

Union Pay 銀聯(lián)（中國(guó)）update 更新（日期）

upgrade(<->downgrade)升級(jí)（反：降級(jí)）

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(shí) vest 馬甲、背心 video camera 攝像機(jī)

Video Cassette Recorder(VCR)錄像機(jī) villa 別墅

VIP(Very Important Person)貴賓

Visa Card(credit card)維薩卡（美國(guó)）visitor 訪(fǎng)客

VOD（Video On Demand）視頻點(diǎn)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(wú)預(yù)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(bào)告 weighing scale 體重秤 white board 白板 wind-coat 風(fēng)衣

writing desk 寫(xiě)字臺(tái)

writing desk chair 寫(xiě)字椅 writing pad 寫(xiě)字本

Ｙ（1）

YTD(year-to-date)年累計(jì)（到某日）

Ｚ（1）

Z card Z型卡

Ｕ（5）

underpants 內(nèi)褲

第三篇：酒店房務(wù)部全套術(shù)語(yǔ)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.

第四篇：酒店專(zhuān)用術(shù)語(yǔ)

酒店專(zhuān)用術(shù)語(yǔ) 門(mén)市價(jià)

大部分酒店的門(mén)市價(jià)，都要比網(wǎng)上訂房?jī)r(jià)貴出30%左右，因此對(duì)于要省錢(qián)的自助游來(lái)說(shuō)，門(mén)市價(jià)訂房是不可取的。如果能提前在網(wǎng)上貨比三家之后，進(jìn)行預(yù)訂，還是能省下不少銀子的。

門(mén)市價(jià)舉例

編輯

酒店的門(mén)市價(jià)一般都會(huì)比實(shí)際預(yù)定價(jià)高很多，特別是桂林的星級(jí)酒店。例如：

桂林奇勝商務(wù)酒店的標(biāo)間和大床，門(mén)戶(hù)價(jià)為RMB460,而目前網(wǎng)絡(luò)預(yù)定價(jià)為RMB120;桂林陽(yáng)光大酒店的普通標(biāo)準(zhǔn)房，門(mén)市價(jià)為RMB1280，目前網(wǎng)絡(luò)價(jià)為RMB300，可見(jiàn)酒店的門(mén)市價(jià)跟網(wǎng)上預(yù)定價(jià)相差很大。

門(mén)市價(jià)一般就是掛牌價(jià)

前臺(tái)現(xiàn)付價(jià)是你到前臺(tái)直接開(kāi)方的價(jià)格

門(mén)市價(jià)通常比較固定，當(dāng)然也會(huì)隨季節(jié)波動(dòng)，網(wǎng)上訂的基本就是這個(gè)價(jià)格 前臺(tái)價(jià)就不好說(shuō)了，往往會(huì)低于門(mén)市價(jià)，只是你拿不到 你能拿到的前臺(tái)價(jià)比網(wǎng)上的預(yù)定價(jià)一定要高 除非你認(rèn)識(shí)前臺(tái)的人或者由公司協(xié)議價(jià) 否則建議你還是通過(guò)網(wǎng)站預(yù)定比較便宜

預(yù)定的酒店可以退，但是有時(shí)間限制，具體情況參看預(yù)定的網(wǎng)站

預(yù)留房

保留房是指經(jīng)過(guò)確認(rèn)預(yù)訂的客房；

預(yù)留房是指為中介公司的推銷(xiāo)預(yù)留的房間；

鐘點(diǎn)房是指按小時(shí)計(jì)算的房態(tài)，也就是休閑房，如69元3小時(shí)，延長(zhǎng)1個(gè)小時(shí)加收10元等等，各個(gè)酒店的鐘點(diǎn)房計(jì)時(shí)計(jì)價(jià)也大不相同 倒掛

倒掛：指在相同時(shí)間段，酒店方給OTA的同一房型的網(wǎng)絡(luò)平臺(tái)售價(jià)（包括服務(wù)費(fèi)、早餐、禮品等條件）高于酒店方前臺(tái)執(zhí)行價(jià)格，該執(zhí)行價(jià)格包括但不限于酒店前臺(tái)優(yōu)惠價(jià)格、酒店網(wǎng)站價(jià)格、任何渠道的互聯(lián)網(wǎng)銷(xiāo)售價(jià)格和會(huì)員促銷(xiāo)價(jià)等，但非同行業(yè)公司協(xié)議客戶(hù)價(jià)格除外。望采納！

第五篇：酒店培訓(xùn)--房務(wù)部服務(wù)用語(yǔ)

房務(wù)部服務(wù)用語(yǔ)

1.陌生客人要求開(kāi)房間時(shí)應(yīng)講“請(qǐng)出示一下您的房卡和歡迎卡好嗎？？”

2.如有來(lái)訪(fǎng)客人找住店客人時(shí)，如客人在房間，應(yīng)電話(huà)通知住店客人“先生/小姐，您好！大廳內(nèi)有**先生/小姐來(lái)訪(fǎng)，您方便會(huì)客嗎？”如客人同意，應(yīng)詢(xún)問(wèn)“需要為您上訪(fǎng)客茶嗎？”如客人不在應(yīng)講：“對(duì)不起，**不在，有什么事我可以轉(zhuǎn)達(dá)的嗎？”，若客人不見(jiàn)，應(yīng)對(duì)訪(fǎng)客講“對(duì)不起，**先生/小姐現(xiàn)在不方便會(huì)客”

3.訪(fǎng)客在大廳就座后，上茶時(shí)應(yīng)講：“先生/小姐，請(qǐng)用茶”

4.4、派送客衣時(shí)應(yīng)事先電話(huà)詢(xún)問(wèn)客人：“先生/小姐，您好，您的衣服已洗好了，可以給您送到房間嗎？”

5.上歡迎茶和免費(fèi)水果時(shí)，應(yīng)講：“您好！先生/小姐，給您上歡迎茶和免費(fèi)水果?！?/p>

6.給客人加?jì)雰捍矔r(shí)應(yīng)說(shuō)：“先生/小姐，您看嬰兒床放在哪里合適？”

7.如房間小整過(guò)程中客人回來(lái)，應(yīng)致歉：‘您好！先生/小姐，我們正在為您打掃房間，現(xiàn)在可以繼續(xù)清理嗎？”為客人做好房間后，應(yīng)講：“如有什么需要，請(qǐng)撥打電話(huà)****與我們聯(lián)系。”

8.如客人的物品寄存在前臺(tái)，應(yīng)提醒客人：‘先生/小姐，前臺(tái)有您寄存的物品?！?/p>

9.轉(zhuǎn)送外部門(mén)送給客人的物品應(yīng)提前與客人聯(lián)系：‘先生/小姐，**部門(mén)送您的**現(xiàn)在方便給您送到房間去嗎?”

10.客人要的物品酒店沒(méi)有，應(yīng)向客人道歉：‘對(duì)不起，先生/小姐，您要的東西我們正在幫您聯(lián)系，聯(lián)系到后馬上給您送到房間?！?/p>

11.訪(fǎng)客要求進(jìn)入保密房，出于對(duì)住客負(fù)責(zé)應(yīng)講：“對(duì)不起，您說(shuō)的客人不住在我們酒店?！?/p>

12.如果客人到客房部大廳找洗手間，應(yīng)提醒客人:“對(duì)不起，先生/小姐，公用衛(wèi)生間設(shè)在綜合樓?！?/p>

13.訪(fǎng)客找公用電話(huà)，可建議客人：“對(duì)不起，先生/小姐，公用電話(huà)在綜合樓”

14.當(dāng)有特殊情況需用客人房間的電話(huà)時(shí)，應(yīng)先征求客人的意見(jiàn)“對(duì)不起，先生/小姐，我可以用一下您的電話(huà)嗎？”

15.當(dāng)不知如何回答客人的問(wèn)題時(shí)，應(yīng)講“對(duì)不起，先生/小姐，請(qǐng)稍等，我給您問(wèn)一下，稍后給您答復(fù)”

16.如客人的房間一直在打dnd，客人不在，未給客人清理房間，在客人回來(lái)后，應(yīng)對(duì)客人講“對(duì)不起，先生/小姐，您的房間一直顯示dnd，我們沒(méi)給您打掃房間，您看什么時(shí)間給您打掃？”

17.客人打dnd，客人在家，在14：00后打電話(huà)詢(xún)問(wèn)客人“**先生/小姐，您好！打擾了，我是客房服務(wù)員，請(qǐng)問(wèn)您需要什么時(shí)間打掃房間?！?/p>

18.如遇到客人投訴，自己解決不了的，應(yīng)對(duì)客人講“對(duì)不起，請(qǐng)稍等，我馬上給您請(qǐng)示”

19.如果客人在家，未插房卡，不知客人在家，按門(mén)鈴后，客人開(kāi)門(mén)，服務(wù)員應(yīng)講“您好，請(qǐng)問(wèn)可以給您打掃房間嗎？”

20.訪(fǎng)客來(lái)訪(fǎng)，應(yīng)對(duì)訪(fǎng)客講“請(qǐng)問(wèn)您找哪個(gè)房間的客人”，再問(wèn)“請(qǐng)問(wèn)**房間客人怎么稱(chēng)呼？”，若訪(fǎng)客說(shuō)的對(duì)，應(yīng)講“請(qǐng)稍等，我?guī)湍?lián)系”

21.在接聽(tīng)電話(huà)時(shí)，另一部電話(huà)響了，應(yīng)講“請(qǐng)稍等”，接起另一部電話(huà)，當(dāng)回到另一部電話(huà)時(shí)，應(yīng)對(duì)客人表示歉意“對(duì)不起，先生/小姐，讓您久等了”。

22.當(dāng)客人提出購(gòu)買(mǎi)房間的物品留念時(shí)，應(yīng)對(duì)客人講“請(qǐng)稍等，我馬上給您聯(lián)系”

23.發(fā)現(xiàn)客人房間的房門(mén)未關(guān)上時(shí)，應(yīng)打電話(huà)給客人，并講“您好，**先生/小姐，我是服務(wù)員，你的房門(mén)沒(méi)有關(guān)，為了您的安全，請(qǐng)把房門(mén)關(guān)上?！?/p>

24.客人回房后，把客人的留言/傳真遞給客人，并講“你好，**先生/小姐，這是您的留言/傳真?！?/p>

25.如訪(fǎng)客要求給客人轉(zhuǎn)送物品，應(yīng)講“對(duì)不起，請(qǐng)您到前臺(tái)辦理寄存手續(xù)?！?/p>

26.請(qǐng)客人簽酒水單時(shí)，應(yīng)講“請(qǐng)您確認(rèn)一下您房間用過(guò)的酒水”

27.在給客人送餐時(shí)，應(yīng)打電話(huà)給客人“您好！先生/小姐，我是客房服務(wù)員，您定的餐可以給您送到房間嗎？”

28.在給客人輸送物品進(jìn)房間后，應(yīng)講“您好！先生/小姐，這是您要的***”

29.上歡迎茶進(jìn)入房間后，應(yīng)講“ 您好！先生/小姐，請(qǐng)問(wèn)我可以進(jìn)來(lái)給您送歡迎茶嗎？”，客人同意后，將香巾放在茶幾上，伸手指示“請(qǐng)用香巾”，將茶水放在香巾一側(cè)，講“請(qǐng)用茶”，上茶完畢后，講“請(qǐng)慢用，如果您還有什么需要，請(qǐng)撥打電話(huà)****與我們聯(lián)系，祝您居住愉快！再見(jiàn)！”

30.給客人送留言單進(jìn)入房間后，應(yīng)禮貌的講“您好！**先生/小姐，這是您的留言單”，將留言單房放在寫(xiě)字臺(tái)上后，后退一步講“如果您還有什么需要的話(huà)，請(qǐng)撥打電話(huà)****與我們聯(lián)系”

31.客人在家，給客人開(kāi)夜床時(shí)，應(yīng)講“您好！**先生/小姐，現(xiàn)在可以給您開(kāi)夜床嗎？”

32.客人要求洗衣，進(jìn)入客人房間后，對(duì)客人講“您好！**先生/小姐，您要洗衣服是嗎？”

33.客人嫌房間打掃的太晚時(shí)，應(yīng)講“對(duì)不起，先生/小姐，我們馬上給您打掃?！?/p>

34.客人對(duì)提供的水果不滿(mǎn)意時(shí)，應(yīng)對(duì)客人講：“對(duì)不起，都是我們工作失誤，馬上給您更換?！?/p>

35.當(dāng)設(shè)備設(shè)施出現(xiàn)故障時(shí)，應(yīng)對(duì)客人講：“對(duì)不起，都是我們的失誤，我們馬上聯(lián)系給您維修?！?/p>

36.客人要求購(gòu)買(mǎi)房間內(nèi)的物品時(shí)，而又嫌貴時(shí)，應(yīng)對(duì)客人講：“對(duì)不起，這是酒店規(guī)定的價(jià)格。”

37.當(dāng)客人不會(huì)使用按摩浴缸時(shí)，應(yīng)對(duì)客人講：“您好，我?guī)湍痉兑幌掳?！?/p>

38.訪(fǎng)客來(lái)找客人，而客人不在自己的樓座時(shí)，應(yīng)對(duì)客人講：“我?guī)湍c前臺(tái)聯(lián)系查詢(xún)?！?/p>

39.客人提出在一層看不到海時(shí)，應(yīng)對(duì)客人講：“您好，請(qǐng)稍等，我?guī)湍?lián)系前臺(tái)，給您調(diào)個(gè)高樓層?！?/p>