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-Houkeeping-客房部 | Laundry-洗衣房 | Linen Room-布草房 | Locker Room 更衣室 | 乒乓球拍底板
F&B-Food&Beverage-餐饮部 | 清明节祝福语Chine 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 | |
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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 | 兔耳兰Waiter/Waitress-男女服务员 | Order taker-接单员 我与中国梦 | Secretary - 秘书 |
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◆ A/C： Air Conditioning 空调
◆ Account 客户
A company or individual which often consume in the hotel and is recorded in the databa.
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
Room blocked / held for specific customer 房间预留给特定的客户
◆ Amenity
An 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。
◆ ASAP： As soon as possible尽快
◆ 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 gmentation.( 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）
◆ Back of the hou = 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 Personnel, Houkeeping,
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: Bed and Breakfast 住房与早餐
◆ 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
◆ Brunch 早午餐
A meal rved 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。
◆ CCTV 保安监控系统
◆ Check in / Check out 登记入住铃香音色 / 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
◆ 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）
◆ Complimentary amenities 金刚力功免费客用品
E.g. shampoo, soap and shower gel etc.比如洗发液，香皂和浴液等。
◆ 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
破壁灵芝◆ Cost of sales 销售成本
Cost of products consumed 消费产品的成品
◆ Credit Card 信用卡
The card that a guest may u to charge for hotel rvices. 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。
◆ Day u 白天用房
Room ud during the day time.只用于白天的客房
◆ Deposit 押金
Sum of money paid on account to confirm a rervation.支付用于确认预订的一笔钱
◆ 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。
◆ 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
◆ Double room 大床房
Room with a double bed 带有一张大床（双人床）的房间
◆ Express Check-out 快速结帐
Range of rvices enabling an accelerated check-out. 加快结帐速度的服务
◆ 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。
◆ ETA / ETD： Expected to arrive / Expected to depart预计抵达时间 / 预计离开时间
◆ FIT：Frequent Individual Traveler 旅行散客
◆ Flip Chart 白纸板
Eal supporting a note-pad large enough to be en from a distance 用于放置白纸的支架
◆ Front of the hou 酒店前台部门
Tho parts of the hotel facility which the guest comes in direct 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。
◆ 侥幸F/U：Follow up 跟进落实
◆ FYI：For Your Information 敬请告之
◆ G.D.S 全球分销系统
Global Distribution System. Eletronic rervation system ud by travel agencies and airline companies to rerve
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。
◆ G.O.P：Gross Operating Profit 营业毛利润
◆ Guest history 客史记录
Records showing details of guest’s previous visits to our address, length of stay, credit cards ud, room preference, smoking or no smoking, etc.
