酒店专业词汇表PPT课件

.,1,GlossaryHotelLanguage专业词汇表-酒店语言,FO-FrontOffice-前厅部Concierge-礼宾部FD-FrontDesk-前台ServiceCenter-服务中心ExecutiveFloor-行政楼层HealthClub-健身中心PA-PublicArea-公共区域Floor-楼层HSKP-Housekeeping-客房部Laundry-洗衣房LinenlininRoom-布草房LockerRoom更衣室,F&B-Food&Beverage-餐饮部ChineseRestaurant-中餐厅WesternRestaurant-西餐厅RoomService-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-PublicRelations公关部Training-培训部HR-HumanResources人力资源部,.,2,Clinic-医务室Finance-财务部IT/EDPOffice-电脑房CostControl-成本控制Receiving收货部StoreRoom-仓库Cashier收银Purchasing-采购部Engineering-工程维修Security-保安部ExecutiveOffice行政办公室,.,3,HotelPositions酒店职位,GM-GeneralManager-总经理RM-ResidentManager-驻店经理DGM-DeputydepjutiGeneralManager-副总经理DH-DivisionHeads(Director)/DepartmentHead-部门总监/部门经理AssistantManager-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Ordertaker-接单员Secretary-秘书,.,4,A/C：AirConditioning空调Account客户Acompanyorindividualwhichoftenconsumeinthehotelandisrecordedinthedatabase.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。Allocation房间分配Roomblocked/heldforspecificcustomer房间预留给特定的客户AmenityAnitemorgiftfortheguestwithcomplimentsfromtheHotel.Liquorlik,fruitbasket,etc.免费提供给客人的用品或礼物，如饮料或水果篮等。,.,5,ASAP：Assoonaspossible尽快AverageRate/Check:平均房价/人均消费Ratiobetweentheaccommodation/restaurantturnoverandthenumberofrooms/covers.Theamountoftheaveragerate/checkdependsonguestsegmentation.(e.g.thecorporateguestpaysahigherpricethanthegroupguests)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）Backofthehouse=SupportingDepartment酒店后台支持部门（后线部门）Partsofthehotelwithwhichtheguestdoesnotnormallycomeintocontactwithi.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。B&B:BedandBreakfast住房与早餐,.,6,Block保留（房间）Roomorroomsthatarebeingholdfortheguestonacertaindate.在固定日期为客人保留房间Brunch早午餐Amealservedafterbreakfastbutbeforelunchandtakingtheplaceofboth.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。CCTV保安监控系统Checkin/Checkout登记入住/结帐退房Alltransactionscompletedforrentingandvacatingaroom.入住房间及离店退房时的所有手续ClientSegment客户分类Groupingofcustomerswithsimilarpurchasingortravelingattitudes(e.g.businessindividuals,leisuregroups)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）,.,7,Complimentaryamenities免费客用品E.g.shampoo,soapandshowergeletc.比如洗发液，香皂和浴液等。CorporateContract商业合同Agreementunderwhichacompanyhasanagreedrate.与公司客户签定的合同价格及条款Costofsales销售成本Costofproductsconsumed消费产品的成品CreditCard信用卡Thecardthataguestmayusetochargeforhotelservices.I.e.AmericanExpress,Visa,Masteretc.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。,.,8,Dayuse白天用房Roomusedduringthedaytime.只用于白天的客房Deposit押金Sumofmoneypaidonaccounttoconfirmareservation.支付用于确认预订的一笔钱Discount折扣Percentagetakenofffromrackroomrateormenuprice,e.g.corporaterate,travelagentrate，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。D.N.D免打扰Aspecialrequestbyguestwhodoesnotwishtobedisturbed.客人提出的不希望被打扰的要求,.,9,Doubleroom大床房Roomwithadoublebed带有一张大床（双人床）的房间ExpressCheck-out快速结帐Rangeofservicesenablinganacceleratedcheck-out.加快结帐速度的服务Extrabed加床Aportablesinglebedwhichcanaccommodateanadditionalguest.Alsoknownasroll-awaybed.提供给额外客人住宿的折叠床，也指带滑轮的床。ETA/ETD：Expectedtoarrive/Expectedtodepart预计抵达时间/预计离开时间,.,10,FIT：FrequentIndividualTraveler旅行散客FlipChart白纸板Easelsupportinganote-padlargeenoughtobeseenfromadistance用于放置白纸的支架Frontofthehouse酒店前台部门Thosepartsofthehotelfacilitywhichtheguestcomesindirectcontacti.e.FrontOffice,FoodandBeveragedepartment.直接面对客人提供服务的部门，如前厅部，餐饮部等。,.,11,F/U：Followup跟进落实FYI：ForYourInformation敬请告之G.D.S全球分销系统GlobalDistributionSystem.Electronicreservationsystemusedbytravelagenciesandairlinecompaniestoreserveairplanetickets,rentvehiclesorbookhotelrooms.(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。G.O.P：GrossOperatingProfit营业毛利润,.,12,Guesthistory客史记录Recordsshowingdetailsofguestspreviousvisitstoourhotele.g.address,lengthofstay,creditcardsused,roompreference,smokingornosmoking,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。H.A.C.C.P.：HazardAnalysisandCriticalControlPoints风险分析及关键控制得分Houseuserooms内部用房Non-revenueproducingguestroomsoccupiedeitheronapermanentortemporarybasis长期或暂时的被占用的无收入的客房In-houseguest在店客人Allguestthatareregisteredwiththehotel所有在酒店登记在册的住客,.,13,Layout布置DifferenttableandchairsetupstylelikeTheatrestyle,Classroomstyle,U-shapedandBoardroom,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。Longstay长住客Allstaywhichisabove14dayswillbeentitledtothelongstayrateorbenefits.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。ManagementTeam管理层ItincludeshotelGM,DGM,RM,DivisionHeadsandDepartmentHeads.包括酒店的总经理，副总经理，驻店经理，部门总监和经理。,.,14,Marker白板笔Thickfelt-tippedpentobeusedonwhiteboardorflipchart用于在白板纸上写字的粗墨水笔。MD：ManagingDirector管理总监Noshow应到未到Roomforwhichthecustomerneithershowsupnorcancels已预订客房的客人未到酒店也未取消其预订。Occupancy出租率/开房率Ratio%ofnumberofrentedroomsletdividedbynumberofroomavailable.已出租的客房数与客房总数之比。Overbooking超预订Morereservationsthanthenumberofroomsavailable.接受预订的数量超过了实际可卖房间的数量,.,15,OverheadProjector胶片投影仪Machineforprojectingtransparencies投影胶片用的机器PABX程控交换机Package包价Acombinationofaroom,mealsorotherservic