国际酒店前厅管理手册Front Office Reception-RM-FO-GS-03-04 FO Glossary

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-03-04Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:FO Glossary 前台术语_OBJECTIVE目的：Get familiar with the glossary used by ReceptionPOLICY政策：PROCEDURES 程序： l ADJACENT ROOMS办公室邻近房间 Room

3、s办公室 close to each other, perhaps across the hall. 邻近的或者靠近走廊的房间l ADJOINING ROOMS办公室 相邻房间 Rooms办公室 with a common wall but no connecting door.一墙之隔但是并没有联通门l CONNECTING ROOMS办公室 联通房 Adjacent Rooms办公室 that are serviced by connecting doors.相邻的房间有联通门l Block Room 锁房 A room is being held for a certain guest

4、on a certain date为特定的客人或日子将房间保留l Billing Instructions 付款指示 Specific instructions for charging of guests account what to his company or pay owner account.关于如何收取客人的费用哪些由公司付哪些为所有者账户支付的特殊指示l Cash Advance 预付押金 To give money to guest obtained from guests credit card, surcharge is added (refer to accountin

5、g procedures) according the banks regulation. 提前从客人的信用卡可中获取授权做为押金l Cash Float 备用金A fixed amount of funds allotted to a service associate for foreign exchange, change for cash transactions and refund of cash deposit. 一笔固定数额的资金分给每一个柜台用于进行外币兑换,押金退还和现金交易l Cash Overage 长款 A condition where by the cash re

6、mitted is more than the expected amount stated in the cashiers report. 指备用金的数额超过规定的金额。l Cash Shortage 短款A condition where by the cash remitted is less than the expected amount stated in the cashiers report.指备用金的数额少于规定的金额。l Close Cashier 关帐 A function by the service associates balance his/her account

7、 and prints his/her respective transaction. 一种功能前台接待用于平衡她的账户并且打印她的各项业务l Configuration 房型结构 Description of bed type and location of a particular room 描述房间的床的类型和位置等。l Commission 佣金 Money sent to travel agents as payment for sending guest to a hotel according the contract.支付给旅行社的费用作为其根据合同介绍客人到酒店入住的一笔提成

8、l Complimentary Rooms办公室 免费房 Rooms办公室 given free for guest and must be authorized by GM/RM/DOM免费房必需由总经理房屋总监的批准才可以给予l Confidential stay 保密入住 An in-house guests request for his stay is “unlisted” or “not registered”. Front Desk should tell guest that Operator will not accept any incoming calls transfe

9、r to the room and will set up “Do Not Disturb”.住店客人要求其住店信息是未记录的.前台应该告知客人系统将不会转接任何电话到房间里,并且将会进行不被打扰的设置.l Confirmation Letter 确认信 A written agreement from a hotel to a future guest, showing details of his reserved accommodation.酒店给客人的一种书面协议,描述其保留入住的具体细节l Credit Card信用卡 The card a guest may use to char

10、ge hotel services to, i.e. American Express, Diners Club, Visa, master, etc.一种客人用来支付在酒店费用的卡例如:美运卡,国际大来俱乐部卡.维萨卡,万事达卡.l Confirmed Reservation 确认预订 A reservation request that is confirmed by telephone or mail prior to the guests arrival at the hotel.在客人抵店前以电话或邮件的形式与客人确认其预订信息l Coupon/Voucher 代金券 Documen

11、t used to record debits or credits posted to a room account用于记录借记或借贷发放到每一个房间账户的文档l Commercial Rate/Corporate Rate 商务合同价 协议价 Rates set by the hotel for all guests whose booking are make by companies which are listed on the hotel corporate list and have special rate. 专门为与酒店有协作关系的在酒店列有协议价格的公司订过来的预订而设立的

12、特殊价格l Discount 折扣 Percentage of rate taken off room for Travel Related Personal e.g. Travel Agent, Airline and Hotel staff. 提供一定折扣给合作伙伴的员工，如旅行社，航空公司及酒店工作人员。l Full House 满房 All Rooms办公室 occupied, no Rooms办公室 left for sale. 所有房间全部订满，没有可买房l Guaranteed Reservation 担保预订 A reservation whose payment is gua

13、ranteed is the event of a no show. These are made by approved companies or credit card information.预订担保指即使客人未到也要支付费用，这些都是由公司担保或信用卡担保l Group团队 A group of guest participate an organized event which differs to the individual guest.一群客人参加一个有组织的活动与独立的散客不同l VIP: Very Important person 非常重要的客人A person desig

14、nated by management to receive special treatment由管理者指定的将接受特殊待遇的人l Early Departure 提前退房 Guest who checked out earlier than the expected departure date. 客人比预期的离店时间要早离店l Early Arrival 提前到店 Early morning arrival is subject to the room availability. If a guest request that he is arriving early, he must b

15、e informed that the check in time is 15:00 and the hotel can not guarantee the room before then. However, We will do our utmost to arrange a room if we have room available.提早到店是要根据房间的状况来操作.如果客人提出他将提前到店,他必需被告知办理入住的时间是下午三点,酒店不能保证在这之前房间已经准备好了.然而如果客人提前抵店,我们还是会在房间状况允许的情况下尽我们最大的可能去为客人安排好房间l FIT: Free Indi

16、vidual Tourist 散客l Extension of Stay延住Authorized change of departure dates. 授权更改入住日期l Guest History/Guest Profile 客史信息 Records showing details of guests previous visits to our hotel e.g. address, length of stay, credit cards used, room preference, etc.记录显示客人之前到访酒店的信息例如地址,入住时间,信用卡使用记录,房间的喜好等等.l Half

17、Day Charge 半天房费 A charge of 50% off folio rate for late check-out at 6:oopm六点之前退房加收客人半天房费l Check in 入住登记Process of guests registration upon arrival.客人抵店的入住信息登记l Check out退房Process of guests setting their hotel bills and departing the hotel.客人结清账单离开酒店的程序l Downgrade降级Moving a guest to a lower category

18、 room and decreasing his room rate.将客人从原订的房间换到低一级的房间并减免中间的差价l Due in 将要到店Expected check-in in the current day.当天将要抵店的客人l Due out 将要退房Expected check-out in the current day.当天将要退房的客人l Day use 日用房Rooms办公室 only used during the day but not for overnight.当天使用当天退房并且不会过夜的房间l DND-Telephone 请勿打扰电话 When a gues

19、t request for a confidential stay/DND service, then the Operator will set up the “DND” function on the console so that any incoming calls to the guests room will be go to the switchboard.当客人要求保密入住和请勿打扰服务时,操作员会在控制台上进行请勿打扰设置,因此任何打进来的电话将会直接转到总机.l DND-Door请勿打扰房间 When a guest hangs or switches on the DND

20、 sign outside his room door, we were not allowed to knock the guest door and do the room cleaning without guest agree.当客人将连接门外的请勿打扰灯按钮打开时,我们将不允许敲客人的房门,并且在没有客人的允许的情况下打扫房间l Late check out 延迟退房 Additional time allotted by the hotel after normal check out time and with or without extra charge. 由酒店允许的在规定

21、退房时间延后的收费或不收费的延迟退房l Shuttle bus 穿梭巴士 Hotel vehicle used to transport guests to or from the airport/train station/pier or hourly bookings.酒店车辆用来从机场,火车站或码头来接送有预订的客人l Logbook 交班本 Book for inter department communication部门内部沟通的本子l Lost and Found 失物招领 Guest may lost his/her own items in hotel during his/h

22、er stay, and all the lost items we found should be keep in the Housekeeping for control and storage.客人在入住期间可能丢失东西,所有丢失的东西应该交由客房部来保管l Net rate 净房价 A non- commissionable rate, inclusive of service and prevailing tax charge无佣金房价，包括服务费及其他税费。l No-show 订房不到 Guest who did not arrive when accommodation was

23、reserved.有预订没到店的客人l Out of Service 暂停服务房 Rooms办公室 temporarily blocked off for minor repair works, show room or for other Rooms办公室 moving.因为小型的工程维修工作,或是可参观房或是为另一间房要换房而准备的.l Out of Order 坏房 Rooms办公室 blocked off for maintenance and room will not be released in a short time.因为维修而锁的房间,并且短时间之内不会放出来l Over

24、booking 超额预订The deliberate or mistaken confirmation of more reservation than there are Rooms办公室 available.故意或错误的确认信息的预订使得预订过来的房间数量超过可提供的房间数l Package套餐A combination of a room, meals, laundry/valet, or other services sold in on deal.结合酒店的客房,餐饮,洗衣,贴身管家或其他服务捆绑出售的业务l Pre-assign/pre-block 提前分房/锁房Assign an

25、d block the room for the reservation before guest arrive.在客人地点之前提前为预订好房间的客人分房锁房l Percentage of occupancy 入住率Occupancy determined dividing the total occupied Rooms办公室 by the total available Rooms办公室入住率指以使用的房间占可用房的百分之比l Room change/move 换房When a guest moves from one room to another during his stay当客人在

26、入住期间从一间房换到另一间房l Room Discrepancies 房态差异Rooms办公室 reported by housekeeping when the physical status of the Rooms办公室 do not tally the Front Office前厅部 PMS status.由客房部报告的房间状况前台PMS系统所显示的不相符的状况l Registration card 入住登记单Card used by all guests to register at check- in into the hotel.所有入住酒店的客人都需要填写的入住登记单l Roo

27、m rate 房价 This rate which is designated for a specific room.为每一个房间设立的独特的房价l Round Trip transfer 往返接送 Two way transfer from airport/train station/pier to hotel and from hotel to airport/train station/pier. 往返接送从机场,火车站和码头到酒店,或从酒店到机场,火车站和码头.l Safe Deposit Boxes 保险箱A metal box at the front desk /in all

28、Rooms办公室 available to registered guests for safekeeping of items.一个摆放在前台的金属盒子用于为每一位入住的客人存放贵重物品l Sleep out 外宿When a guest keeps the room but does not stay in客人取了房间但是并没有入住l Skipper 逃帐A guest who left the hotel without doing the check out procedure and having arranged a settlement of the account.客人离开酒店

29、但并没有办理退房手续结清账单l Room service/In room dining 送餐服务Food and beverage service provided in privacy to the guest room by a waiter.由服务员为客人在私下房间里提供的点餐和用餐服务l Register登记Process of putting a guest record into the hotel system as an in-house guest.将入住的客人的信息记录在酒店系统的过程l Rooming list 分房表A list of guest names provi

30、ded by a travel agent or group organizer to the hotel to inform names of persons occupying the block booking.由旅行社或团队的组织者提供到达酒店后给酒店提供的客人的名字以及分配的房间表l Rack Rate 门市价Published rates 对外公布的房价l Stay Over/In House Guest 在店客人 寄宿客人An occupied room that will not be checking out in the current day.已入住当天不会退房的客人l

31、Shift 工时The number of hours worked by a member of staff in one day.一名员工在工作日一天里工作的小时l Tour Group 旅游团 A group booked by a travel agent or association, etc.通过旅行社或协会订过来的团队.l Trace 信息追踪A message/instruction left in the PMS for the relevant department to follow up.留在系统PMS里要由相关的部门去跟进的的信息或指令l Travel Agent 了

32、旅行社 Represents guests to arrange travel and hotel bookings. 代表客人安排旅游的行程和酒店的预订l Up Selling 推销 Moving a guest into a higher priced room in the hotel with a rate increase.以加收费用的形式将客人换到价格更高的房间里l Up Grade升级 Situation where a guest is given a high priced room at a lower rate, usually for business promotio

33、ns, short of room, or authorized by GM/RM/DOM. Ect.客人以低价格被升级到房价高的房间,一般是商业促销活动以及房间有限,或是由总经理驻店经理或房务总监批准下的升级l Vacancy 空房 Room available for sale but not occupied during the period. Saleable guest room that is not occupied.可供出售未被占用的客房l Walk in 无预定的客人 Guest requesting accommodation at the Front Desk with

34、out having made a reservation.l Waiting List 后补名单 Record of guest who are awaiting confirmation of wait reservations.关于客人等待确认预订的记录l Wake up call/morning call 叫醒服务 Telephone calls placed by the operator to wake the guest at his/her requested time 在客人要求的时间叫醒客人的服务l Department: Dept部门l Accounting Receiv

35、able : A/R 应收l Accounting /ACC财务部l Business Center/BC商务中心l Concierge/CONC礼宾部l Engineering/ENG工程部l Information System/IT信息系统l Food & Beverage/F & B餐饮l Front Office前厅部/FO前厅l Front Desk/FD前台l Sale & Marketing/S & M销售部l Executive Office/EO宴会统筹l Fitness Center/FC健身房l Human Resources/HR人力资源l Housekeeping/HSKP客房部l Priority Automatic Branch Exchange/PABX 优先级自动交换机l Public Relation/PR公共关系l Reservation/RSVN预订部l Loss & Prevention/L & P防损部l Deputy General Manager总经