第一篇：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

第二篇：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

第三篇：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.

第四篇：酒店專用術語

酒店專用術語 門市價

大部分酒店的門市價，都要比網(wǎng)上訂房價貴出30%左右，因此對于要省錢的自助游來說，門市價訂房是不可取的。如果能提前在網(wǎng)上貨比三家之后，進行預訂，還是能省下不少銀子的。

門市價舉例

編輯

酒店的門市價一般都會比實際預定價高很多，特別是桂林的星級酒店。例如：

桂林奇勝商務酒店的標間和大床，門戶價為RMB460,而目前網(wǎng)絡預定價為RMB120;桂林陽光大酒店的普通標準房，門市價為RMB1280，目前網(wǎng)絡價為RMB300，可見酒店的門市價跟網(wǎng)上預定價相差很大。

門市價一般就是掛牌價

前臺現(xiàn)付價是你到前臺直接開方的價格

門市價通常比較固定，當然也會隨季節(jié)波動，網(wǎng)上訂的基本就是這個價格 前臺價就不好說了，往往會低于門市價，只是你拿不到 你能拿到的前臺價比網(wǎng)上的預定價一定要高 除非你認識前臺的人或者由公司協(xié)議價 否則建議你還是通過網(wǎng)站預定比較便宜

預定的酒店可以退，但是有時間限制，具體情況參看預定的網(wǎng)站

預留房

保留房是指經(jīng)過確認預訂的客房；

預留房是指為中介公司的推銷預留的房間；

鐘點房是指按小時計算的房態(tài)，也就是休閑房，如69元3小時，延長1個小時加收10元等等，各個酒店的鐘點房計時計價也大不相同 倒掛

倒掛：指在相同時間段，酒店方給OTA的同一房型的網(wǎng)絡平臺售價（包括服務費、早餐、禮品等條件）高于酒店方前臺執(zhí)行價格，該執(zhí)行價格包括但不限于酒店前臺優(yōu)惠價格、酒店網(wǎng)站價格、任何渠道的互聯(lián)網(wǎng)銷售價格和會員促銷價等，但非同行業(yè)公司協(xié)議客戶價格除外。望采納！

第五篇：酒店培訓--房務部服務用語

房務部服務用語

1.陌生客人要求開房間時應講“請出示一下您的房卡和歡迎卡好嗎？？”

2.如有來訪客人找住店客人時，如客人在房間，應電話通知住店客人“先生/小姐，您好！大廳內有**先生/小姐來訪，您方便會客嗎？”如客人同意，應詢問“需要為您上訪客茶嗎？”如客人不在應講：“對不起，**不在，有什么事我可以轉達的嗎？”，若客人不見，應對訪客講“對不起，**先生/小姐現(xiàn)在不方便會客”

3.訪客在大廳就座后，上茶時應講：“先生/小姐，請用茶”

4.4、派送客衣時應事先電話詢問客人：“先生/小姐，您好，您的衣服已洗好了，可以給您送到房間嗎？”

5.上歡迎茶和免費水果時，應講：“您好！先生/小姐，給您上歡迎茶和免費水果。”

6.給客人加嬰兒床時應說：“先生/小姐，您看嬰兒床放在哪里合適？”

7.如房間小整過程中客人回來，應致歉：‘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，應講：“如有什么需要，請撥打電話****與我們聯(lián)系。”

8.如客人的物品寄存在前臺，應提醒客人：‘先生/小姐，前臺有您寄存的物品。”

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

10.客人要的物品酒店沒有，應向客人道歉：‘對不起，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。”

11.訪客要求進入保密房，出于對住客負責應講：“對不起，您說的客人不住在我們酒店。”

12.如果客人到客房部大廳找洗手間，應提醒客人:“對不起，先生/小姐，公用衛(wèi)生間設在綜合樓。”

13.訪客找公用電話，可建議客人：“對不起，先生/小姐，公用電話在綜合樓”

14.當有特殊情況需用客人房間的電話時，應先征求客人的意見“對不起，先生/小姐，我可以用一下您的電話嗎？”

15.當不知如何回答客人的問題時，應講“對不起，先生/小姐，請稍等，我給您問一下，稍后給您答復”

16.如客人的房間一直在打dnd，客人不在，未給客人清理房間，在客人回來后，應對客人講“對不起，先生/小姐，您的房間一直顯示dnd，我們沒給您打掃房間，您看什么時間給您打掃？”

17.客人打dnd，客人在家，在14：00后打電話詢問客人“**先生/小姐，您好！打擾了，我是客房服務員，請問您需要什么時間打掃房間。”

18.如遇到客人投訴，自己解決不了的，應對客人講“對不起，請稍等，我馬上給您請示”

19.如果客人在家，未插房卡，不知客人在家，按門鈴后，客人開門，服務員應講“您好，請問可以給您打掃房間嗎？”

20.訪客來訪，應對訪客講“請問您找哪個房間的客人”，再問“請問**房間客人怎么稱呼？”，若訪客說的對，應講“請稍等，我?guī)湍?lián)系”

21.在接聽電話時，另一部電話響了，應講“請稍等”，接起另一部電話，當回到另一部電話時，應對客人表示歉意“對不起，先生/小姐，讓您久等了”。

22.當客人提出購買房間的物品留念時，應對客人講“請稍等，我馬上給您聯(lián)系”

23.發(fā)現(xiàn)客人房間的房門未關上時，應打電話給客人，并講“您好，**先生/小姐，我是服務員，你的房門沒有關，為了您的安全，請把房門關上。”

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。”

25.如訪客要求給客人轉送物品，應講“對不起，請您到前臺辦理寄存手續(xù)。”

26.請客人簽酒水單時，應講“請您確認一下您房間用過的酒水”

27.在給客人送餐時，應打電話給客人“您好！先生/小姐，我是客房服務員，您定的餐可以給您送到房間嗎？”

28.在給客人輸送物品進房間后，應講“您好！先生/小姐，這是您要的***”

29.上歡迎茶進入房間后，應講“ 您好！先生/小姐，請問我可以進來給您送歡迎茶嗎？”，客人同意后，將香巾放在茶幾上，伸手指示“請用香巾”，將茶水放在香巾一側，講“請用茶”，上茶完畢后，講“請慢用，如果您還有什么需要，請撥打電話****與我們聯(lián)系，祝您居住愉快！再見！”

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

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

32.客人要求洗衣，進入客人房間后，對客人講“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，應講“對不起，先生/小姐，我們馬上給您打掃。”

34.客人對提供的水果不滿意時，應對客人講：“對不起，都是我們工作失誤，馬上給您更換。”

35.當設備設施出現(xiàn)故障時，應對客人講：“對不起，都是我們的失誤，我們馬上聯(lián)系給您維修。”

36.客人要求購買房間內的物品時，而又嫌貴時，應對客人講：“對不起，這是酒店規(guī)定的價格。”

37.當客人不會使用按摩浴缸時，應對客人講：“您好，我?guī)湍痉兑幌掳桑　?/p>

38.訪客來找客人，而客人不在自己的樓座時，應對客人講：“我?guī)湍c前臺聯(lián)系查詢。”

39.客人提出在一層看不到海時，應對客人講：“您好，請稍等，我?guī)湍?lián)系前臺，給您調個高樓層。”