酒店专业词汇表.doc

Glossary Hotel Language专业词汇表-酒店语言Hotel Department 酒店部门:FO-Front Office-前厅部Concierge- 礼宾部FD-Front Desk-前台Service Center-服务中心Executive Floor- 行政楼层Health Club-健身中心PA-Public Area-公共区域Floor-楼层HSKP-Housekeeping-客房部Laundry-洗衣房Linen Room-布草房Locker Room 更衣室F&B-Food&Beverage-餐饮部Chinese Restaurant-中餐厅Western Restaurant-西餐厅Room Service-送餐部Beverage-酒水部Banquet 宴会Kitchen-厨房Stewarding-管事部S&M-Sales & Marketing市场销售部PR-Public Relations公关部HR-Human Resources人力资源部Training-培训部Clinic-医务室Finance-财务部IT / EDP Office-电脑房Cost Control-成本控制Receiving 收货部Store Room-仓库Cashier 收银Purchasing-采购部Engineering-工程维修Security-保安部Executive Office行政办公室Hotel Positions 酒店职位：GM-General Manager-总经理RM-Resident Manager-驻店经理DGM-Deputy General Manager-副总经理DH-Division Heads / Department Head- 部门总监 / 部门经理Assistant Manager- 副经理Supervisor-主管Captain-领班Attendant-服务员Hostess-迎宾员Bartender-吧员Waiter/Waitress-男女服务员Order taker-接单员Secretary - 秘书u A/C： Air Conditioning 空调u Account 客户A company or individual which often consume in the hotel and is recorded in the database.经常在酒店消费并已经记录在酒店客户档案中的公司或个人。u Allocation 房间分配 Room blocked / held for specific customer 房间预留给特定的客户u AmenityAn item or gift for the guest with compliments from the Hotel. Liquor, fruit basket, etc. 免费提供给客人的用品或礼物，如饮料或水果篮等。u ASAP： As soon as possible尽快u Average Rate / Check:平均房价/人均消费Ratio between the accommodation / restaurant turnover and the number of rooms / covers. The amount of the average rate /check depends on guest segmentation.( e.g. the corporate guest pays a higher price than the group guests)住房或用餐收入与可用房间数或餐厅总座位数的比率。平均房价/ 人均消费的高低取决于顾客类别（比如商务客人支付的价格就比团队客人要高）u Back of the house = Supporting Department 酒店后台支持部门（后线部门）Parts of the hotel with which the guest does not normally come into contact with i.e. Personnel, Housekeeping, Engineering, Finance, etc.客人通常不直接接触的部门，如人事部，客房部，工程部和财务部等。u B & B: Bed and Breakfast 住房与早餐u Block 保留（房间）Room or rooms that are being hold for the guest on a certain date. 在固定日期为客人保留房间u Brunch 早午餐A meal served after breakfast but before lunch and taking the place of both.在早餐时间之后和午餐时间之前的用餐，取代了早餐和午餐。u CCTV 保安监控系统u Check in / Check out 登记入住 / 结帐退房All transactions completed for renting and vacating a room. 入住房间及离店退房时的所有手续u Client Segment 客户分类Grouping of customers with similar purchasing or traveling attitudes (e.g. business individuals, leisure groups)具有相似消费或旅行目的的顾客群（比如商务散客，旅游团体等）u Complimentary amenities 免费客用品E.g. shampoo, soap and shower gel etc.比如洗发液，香皂和浴液等。u Corporate Contract 商业合同Agreement under which a company has an agreed rate. 与公司客户签定的合同价格及条款u Cost of sales 销售成本Cost of products consumed 消费产品的成品u Credit Card 信用卡The card that a guest may use to charge for hotel services. I.e. American Express, Visa, Master etc.客人使用的用于支付酒店服务的银行卡，如美国运通卡，维萨卡和万事达卡等等。u Day use 白天用房Room used during the day time.只用于白天的客房u Deposit 押金Sum of money paid on account to confirm a reservation.支付用于确认预订的一笔钱u Discount 折扣Percentage taken off from rack room rate or menu price, e.g. corporate rate, travel agent rate，etc.在房间门市价或菜单公布价格基础上给予的优惠百分比，如公司协议价，旅行社价格等等。u D.N.D 免打扰A special request by guest who does not wish to be disturbed. 客人提出的不希望被打扰的要求u Double room 大床房Room with a double bed 带有一张大床（双人床）的房间u Express Check-out 快速结帐Range of services enabling an accelerated check-out. 加快结帐速度的服务u Extra bed 加床A portable single bed which can accommodate an additional guest. Also known as roll-away bed.提供给额外客人住宿的折叠床，也指带滑轮的床。u ETA / ETD： Expected to arrive / Expected to depart预计抵达时间 / 预计离开时间u FIT：Frequent Individual Traveler 旅行散客u Flip Chart 白纸板Easel supporting a note-pad large enough to be seen from a distance 用于放置白纸的支架u Front of the house 酒店前台部门Those parts of the hotel facility which the guest comes in direct contact i.e. Front Office, Food and Beverage department.直接面对客人提供服务的部门，如前厅部，餐饮部等。u F/U：Follow up 跟进落实u FYI：For Your Information 敬请告之u G.D.S 全球分销系统Global Distribution System. Eletronic reservation system used by travel agencies and airline companies to reserve aeroplane tickets, rent vehicles or book hotel rooms.(e.g. Amadeus, Galileo, Sabre, Worldspam, etc)电子预订系统，旅行社及航空公司用于预订机票，租用交通工具或预订酒店客房。u G.O.P：Gross Operating Profit 营业毛利润u Guest history 客史记录Records showing details of guests previous visits to our hotel e.g. address, length of stay, credit cards used, room preference, smoking or no smoking, etc.显示客人以前入住酒店时所留下的信息记录，如地址，入住晚数，所使用的信用卡种类，喜欢的房间类型，抽烟还是不抽烟等等。u H.A.C.C.P.：Hazard Analysis and Critical Control Points 风险分析及关键控制得分u House use rooms 内部用房Non-revenue producing guestrooms occupied either on a permanent or temporary basis长期或暂时的被占用的无收入的客房u In-house guest 在店客人All guest that are registered with the hotel 所有在酒店登记在册的住客u Layout 布置Different table and chair set up style like Theatre style, Classroom style,U-shaped and Boardroom, etc.房间桌椅的不同摆放形式：剧场式，教室式，U型台和董事会议室等。u Long stay 长住客All stay which is above 14 days will be entitled to the long stay rate or benefits.所有入住酒店超过14天以上的客人可以享受长住的优惠价格或措施。u Management Team 管理层It includes hotel GM, DGM, RM, Division Heads and Department Heads.包括酒店的总经理，副总经理，驻店经理，部门总监和经理。u Marker 白板笔Thick felt-tipped pen to be used on whiteboard or flip chart 用于在白板纸上写字的粗墨水笔。u MD： Managing Director 管理总监u No show 应到未到Room for which the customer neither shows up nor cancels 已预订客房的客人未到酒店也未取消其预订。u Occupancy 出租率/ 开房率Ratio% of number of rented rooms let divided by number of room available. 已出租的客房数与客房总数之比。u Overbooking 超预订More reservations than the number of rooms available. 接受预订的数量超过了实际可卖房间的数量u Overhead Projector 胶片投影仪Machine for projecting transparencies 投影胶片用的机器u PABX 程控交换机u Package 包价A combination of a room , meals or other services proposed in an overall offer 住房，用餐和其他服务都包含的一个总价u Pax：One person 一位（客人）u PMS ：Property Management System ( Fidelio or Opera) 酒店管理系统u POS：Point of Sales (Micros) 酒店内分布各处的收银点u PSB：Public Security Bureau 公安局u PTO：Please turn over 请看反面u Rack Rate 门市价Price of the room as displayed 公开的客房价格u Release 可售房Rooms becoming available for sale 将房间变更为待售状态u REVPAR Revenue Per Available Room. An indication of a hotels performance 每间可卖客房的收入，是酒店业绩的一个指标u Room Service 送餐服务Food and beverage service provides in the privacy of the guest room by a waiter.由服务生直接把食品或酒水饮料送到客人房间的服务u SOP Standard Operation Procedure 标准操作流程u TBA：To be advise 另行通知u Turn down 夜床服务Evening guest room service performed by the evening room attendant.傍晚时由客房服务员所做的房间服务u Twin Room 双床间Two single sized beds in one room. 有两张单人