酒店客房专用术语.docx

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1、酒店客房专用术语 Rooms Terminology 客房专用术语： Accommodation: Description of bed type and location of a particular room.居处：用于描述特定的房间位置及房间的床型。 Adjoining Rooms: Adjacent rooms that are not serviced by a connection door.相邻房间：相邻房间，但不设有相互连通的连接门。 Advance Deposit: Money received by the hotel in advance of the guests a

2、rrival to guarantee the room accommodations.预缴押金：酒店在客人入住前，用于确保客人可得到所要求房间提前收取的金额。 Advance Payment: Money requested by the Guest Services Agents at check-in of a guest who did not make an advance reservation and who is unable to produce any of the credit cards accepted by hotel.预付款：没有预定的客人在入住酒店时，不能运用酒

3、店所要求信用卡的状况下，来宾需向前台支付的提前支付款项。 Allotment: Certain number of rooms allocated to travel agents for free sale purpose.房间安排：酒店安排给旅行社肯定数量的房间作为供其运用的免费房间。 Amenity: A gift for a guest pliments of the hotel, liquor, fruit basket, newspapaer, etc.礼品：给来宾的礼物，例如酒店设置的小礼品、酒类、水果篮及报纸等。 Arrival: Date of check-in.到达：客人的

4、入住时间 Average Room Rate: Total Rooms Revenue divided by Total Number of Revenue/Occupied Rooms (excluding house-use and complimentary rooms.) 平均房价: 用总客房收入除以收入产生房间总数/入住房间总数（办公用房及， 免费房间除外。） Average House Rate： Total Rooms Revenue divided by Total Saleable Rooms.酒店平均房价：用客房总收入除以可销售客房总数。 Billing Instructi

5、ons: Specific instructions for the charging of a guests account to his company or home addre.帐单结算说明：在客人运用其公司地址或家庭住址结帐时，对来宾进行的特定说 明。 Block: A room that is being held for a certain guest on a certain date.预留：特定的房间在特定的日期为来宾保留。 Booked to Capacity/ Refers to a situation when the hotel has accepted the ma

6、ximum Fully Booked: number of reservations and is unable to take any more without being placed in an overbooked situation.房间订满/完全预定：是指酒店已经接受了在允许范围内的全部预定，不行再进行任何预定，只可以将预定列入超额预定的范围。 Bucket: The space, box, drawer allocated for Registration cards, correspondences, supporting documents, etc.Located at F

7、ront Desk (Pre-registration or Folio) 前台桶：位于前台的特定位置、架子或抽屉等用于放置登记卡、刊物、单据等等。 Cancellation: A reservation which is no longer required by the client. Non-guaranteed reservations will be released by 6:00pm on day of arrival.For guaranteed reservations, no charge will be levied if booking is cancelled bef

8、ore 6:00pm of scheduled arrival.取消预定：来宾取消已经提出的预定。非保证预定在到达当天下午6点之前可以 取消。对于保证预定，若在安排到达日下午六点之前取消预定，不收 取费用。 Cash Advance: To give money to guest obtained from guests credit card, a nominal surcharge is added, normally between 3% to 5%.现金垫款：从客人的信用卡中提取，为客人支付的现金。会收取肯定手续费，一 般为3% 至 5%。 Cash Credit: Written v

9、erification of cash received from a guest and apply to his account.担保放款：从客人帐户为客人提取现金的书面证明。 Cash Float: A fixed amount of funds allotted to a Guest Services Aistant for foreign exchange, change for cash transactions and refund of cash deposit.现金流通：安排给来宾服务助理用做外汇服务、现金周转及现金退款的肯定数额 的资金。 Cash Overage: A c

10、ondition whereby the cash remitted if more than the expected amount stated in the cashiers report. 现金超出：所收取现金超出出纳账面上的所述金额的状况。 Cash Remittance: The days collection in local and foreign currencies to be submitted to General Cashier.现金上交：当天的现金及外汇上交于总出纳。 Cash Shortage: A condition whereby the cash remit

11、ted is le than the expected amount stated in the cashiers report. 现金不足：所收取现金少于出纳账面上所述金额的状况。 Check-In: Proce of guests registration upon arrival.入住：在来宾到达后，来宾登记的过程。 Check-Out: Proce of guests settling their hotel bills and departing the hotel.退房：来宾支付酒店帐单离开酒店的过程。 Check-Out Time: Time designated by hote

12、l for guest to vacate his room at completion of stay.Check-out time id normally 12:00noon.退房时间：酒店制定的、客人完成住宿腾空房间的时间。一般的退房时间为中 午12点。 Close Cashier: A function whereby the Guest services Aistant balances his/her account and prints his/her respective transaction reports.现金关闭：来宾服务助理总结账面并打印出相关的交易报告的过程。 Co

13、mmiion: Money sent to Bona-fide travel agents as payment for sending guest to a hotel paying full rate.The normal percentage is 10% of the room rate, excluding service charge and prevailing government taxes.佣金：当旅行社带领来宾来到酒店并支付未打折房价时，酒店为旅行社支付 的金额。正常金额为房价的比率为10%，不包括服务费及当地政府的税收。 Complimentary: Rooms giv

14、en free for busine promotion purposes (e.g.familiarization groups and travel agents ); rooms accorded to hotel employees for leisure in accordance with Corporate Office policy guidelines.These free of charge rooms must be authorized by General Manager/Hotel Manager/Director of Operations or Chairman

15、.免费房：用于商业缘由的不收取费用的房间（例如:常客及旅行社）；根据公 司政策为员工供应的免费房间；全部免费房间的运用都必需得到总经理 /酒店经理/运营总监或董事长的批准。 Connecting: Adjacent rooms that are has a connecting doors.连通房：用连接门连通的相邻的房间 Confirmation: A written agreement from a hotel to a future guest, showing details of his reserved accommodation.确认：来宾向酒店出具的书面协议，说明其详细的预定内

16、容。 Corporate Rates: Rates set by the hotel for all guests whose bookings are made by companies which are listed on the Hotel Corporate Accounts List.公司价：酒店为那些由不同公司为其预定房间的客人设置的房价，公司必需包括 在酒店的公司列表中。 Credit Refund: A refund of cash deposit which was obtained from guest upon check-in.Guest is to acknowle

17、dge receipt of the credit balance on the system generated paid-out voucher.All other credit balances e.g.prepayment/deposit paid by travel agents/companies should only be effected through the accounting department.存款返还：将客人之前入住时存入的现金返还给客人。客人将将接受系统产生 的支付凭单。其他存款余额，例如，旅行社/公司付给酒店的预付款或存款需由财务部进行结算生效。 Crib/

18、Cot: A baby bed.婴儿床/儿童床: 供婴儿/儿童运用的小床 Day Use: Same day check-in and check-out between 6:00am to 6:00pm and charged 50% off rack rate (Deluxe category and up preferred).日用房： 入住及退房时间在当天6:00am至6:00pm之间，并根据市面房价的50% 收费。（举荐对豪华套房或以上级别房间运用） Room Move/ Room change when guest is not in room.To be carried out

19、in Dead-Move: the presence of a senior staff, preferably a Lobby Guest Services Manager or a Security Officer.房间变动：在来宾不在时为来宾调换房间。调换房间时必需有高级别员工在场， 最好有大堂来宾服务经理或保安部经理在场。 Departure: Date of check-out.离店：来宾退房的日期。 Discount: Percentage of rate taken off room for Travel Related Personnel e.g.Travel Agent, A

20、irline and hotel Staff, etc.折扣：为旅行相关来宾供应的相关房价折扣的百分比。例如，旅行社、航空公司 及酒店员工等。 Do-Not-Disturb: When a guest requests for a confidential stay room, or leaves a “locator meage, the telephone operator is to activate the “DND” (Telephone) Function on his/her console so that any incoming calls to the guests roo

21、m will be re-routed to the switchboard automatically.（电话）请勿打搅： 当来宾要求一件私密的房间，并向电话总机发出信息，电话总机启用房间电话的（电话）请勿打搅功能。 电话启用此功能后，任何打进房间的电话都会被自动转接到电话限制室。 Do-Not-Disturb: When a guest hangs the DND (Privacy Please) sign outside his room door or activates the DND light, the room attendant will inform the Houseke

22、eping Coordinator to call the guest at 2:00pm to check when he prefers his room to be cleaned.In the event that there is no response from the room, a Floor Supervisor together with the room attendant will enter to make up the guests room. 请勿打搅：将来宾在房间门外悬挂请勿打搅（DND）或勿扰（Privacy Please） 标识，或亮起请勿打搅（DND）灯时

23、，客房保洁员会通知客房协调 员在下午两点的时候询问来宾是否须要清扫房间。若房间内没有任何 反应，楼层主管会与客房保洁员一同进入来宾的房间进行清扫。 Double Occupancy: Percentage of rooms occupied by more than one person.双重入住：有多于一人入住的房间占总房间数目的比率。 Downgrade: Moving a guest to a lower category room and decreasing his room rate.降级：将来宾支配到低等级房间入住并削减其房费。 Due-In: Expected check-in

24、 today.应入住：来宾当日应当入住酒店 Due Out: Expected check-out today.应退房：来宾当日应离开酒店。 Early Arrival: Early morning arrival is subject to space availability (6:00am start of day).If a client informs the hotel that he is arriving early, he must be informed that check-out time is not until 12:00noon and the hotel can

25、not guarantee the room before then.We will, however, do our utmost to have a room ready as soon as poible.If the client wishes, he can reserve and pay for the room the night before to ensure immediate occupancy on arrival.提前到达：早晨提前到达应依据详细客房状况而定（6:00am为一天的起先时间）。 若来宾通知其将提前到达，酒店必需通知来宾退房时间为中午十二点， 在中午十二点

26、之前酒店不能保证为来宾保留房间。但是，酒店会尽最大努力为来宾在最短时间内打算好房间。假如来宾情愿，可以提前预定并预付房款，这样可以保证在到达酒店时刚好入住。 Early Departure: Guest who checked out earlier than the expected departure date.提前离开: 来宾比原定日期提前离开酒店。 Extension of Stay: Authorized change of departure dates.入住延长：已确认的来宾对离店时间的变更。 Extra Bed: Same with “Rollaway Bed” (R.W.B)

27、 A portable single bed which can accommodate an additional guest.加床：与“可移动床（R.W.B）”同义。一只可移动的单人床，可供另一客人使 用。 Extra Rate: Applies to third person in room and not extra bed.Extra person/bed rate to be waived for Suite occupants.附加费：用于房间内的第三人（未加床）。附加费不适用于运用套房的来宾。 Guaranteed: Refers to a reservation that h

28、as been guaranteed.This means that the guest plans on arriving after 6:00pm and has guaranteed to pay should he fail to arrive.The hotel will hold the room all night, and if the guest does not arrive, he will be charged.In the event that the has guaranteed and the hotel does not have space when he a

29、rrives, the hotel will find alternative accommodation at a similar hotel and pay for it.有保证预定：是指可以保证入住的预定。指来宾安排在6:00pm后入住，并保证 若无法入住会支付关费用。酒店会为来宾整晚保留房间，若来宾没 有入住，其会支付相关费用。在来宾保证预定的状况下，来宾入住 时若没有房间入住，酒店将在另一相像的酒店为其供应住宿并支付 费用。 Guest Type Code: Differentiates amongst various types of guest to allow for deli

30、very of specific amenities and services.来宾种类代码：用于区分不同种类来宾所要求特定来宾用品及服务的代码。 Guest Folio: Statement of guests hotel charges. 来宾报表：酒店为来宾出具的费用报表。 Guest History: Records showing details of guests previous visits to our hotel e.g.addre, length of stay , credit cards used, room preference, likes or dislikes

31、, etc.来宾历史：来宾以前在酒店入住的详细状况记录。例如，地址、入住时间、信用 卡信息、喜好房间或厌恶的事物等。 Half day charge: A charge of 50% off folio rate for late check-out after 6:00pm (50% off rack for “wholesale” guests who wish to extend late check-out on their own account).半日费用：在6:00pm后退房时，征收的实际房价的50%。（团体来宾由于自 身缘由须要延时退房时，征收市面房价的50%。） House

32、Count/Status: This term indicates the occupancy of the hotel at any time of the day, expreed in either actual rooms or percentage.酒店状况：是指一天特定时间的酒店房间入住状况，用运用中酒店房间数目或比 率表示。 House use rooms: Non-revenue producing guestrooms occupied either on a permanent or temporary basis under the following condition

33、s: Permanent House Use: -House use by staff living in the hotel for a minimum period of 6 months. -Converted into offices for hotel management use.Temporary House Use: -Rooms provided on a complimentary basis to members of staff for temporary use of le than 6 months, to consultants/suppliers for bus

34、ine purposes relating to the hotel and entertainers contracted to perform at the hotel outlets. All house use room requests must be authorized by General Manager/ Hotel Manager and the respective Division Head.酒店自用房：在以下状况下，长期或短期内，酒店不收取任何费用的客房： 长期运用： -酒店员工在酒店居住运用的房间，最短时间为六个月。 -酒店管理办公室运用的房间 短期运用： -出于酒

35、店商业缘由，短期内（时间少于六个月）为酒店的顾问/ 供应商、酒店的签约演艺人员供应的免费房间。 全部酒店自用房的运用都必需有总经理/酒店经理及相关部门主管的授权。 Joiner: A guest to check into room with already a registered guest requiring a separate account.同住来宾：另一位来宾与已经登记入住的来宾运用同一间房间，但是分开酒店 帐单进行付账。 Key Permit: An in-house guest authorizes another non-registered guest to gain a

36、cce to his room.钥匙许可：已入住的来宾授权另一位未登记的来宾进入其房间的许可。 Key Request: In-house guest requests for a second room key or another key to replace his/her lost key.钥匙恳求：已入住的来宾要求其次只或另一只钥匙，用于代替其丢失的钥匙。 Additional time allotted by the hotel after normal check-out time with or without extra charge.Free-of-charge is su

37、bject to space availability or as promised.Late Check-Out: 延时退房：酒店设置的、在正常退房时间后、不收取其他费用的延时时间。免费 延时将由酒店的入住状况及对来宾的事先承诺确定。 Limousine: Hotel vehicle used to transport guests to or from the airport/train station/pier or hourly bookings.Normally a medium-size car.豪华轿车：酒店车辆用于接送车站、机场或码头的来宾，或用于特定时间。一般 为一辆中等大小

38、的轿车。 Locator Meage: Guest advises that he/she may be contacted at a specific location when he/she is not in the room for a period of time.来宾位置口信：来宾提前通知在其不在房间的某一时间段内，其会在某一特定的 地点。 Logbook: Book for inter-department communication.日志本：用于部门间联络的笔记本。 Net Rate: A non-commiionable or tax-deducted rate.净房价：没有

39、任何佣金或税收减免的房价。 No-Show: Guest who did not arrive when accommodation was reserved.Guaranteed no-shows are not to be checked into the FIDELIO to capture occupancy.The Front Office manager in consultation with the Director of Marketing, is to advice the Credit Manager the following day which guaranteed

40、no-shows to be charged.All relevant correspondences are to be attached to the no-show report and submitted to Credit Manager for proper billing.未出现：在来宾已预定酒店客房时，没有按时到达酒店的状况。有保证未出现 状况不会计入FIDELIO进行入住登记。在前台经理与市场总监在在商 议后会通知付款经理在另一天对来宾的有保证未出现状况进行收费。所 有相关文件将与未出现报告一同上交付款经理进行存档。 Out of Order Rooms: Rooms rem

41、oved from saleable inventory due to major repair works e.g.renovation or refurbishment.(O.O.O) 不行运用房间：由于重大修理，例如翻新或装修，从可销售房类中移除的房间 (O.O.O) Out of Service: Rooms temporarily blocked off for minor repair works e.g.servicing of air-conditioners, general cleaning; or rooms temporarily closed off due to l

42、ow occupancy.(These O.O.S rooms do not affect the occupancy forecast.) 不行服务房：由于稍微修理，例如空调的检修或整体清洁的短暂必可运用的房间； 或由于低入住率而关闭的房间。（此类O.O.S房间对入住预期没有 影响。 Out-of-Town: A situation where a guest wishes to leave town for several days during his stay with the hotel.Usually the room charge continue to apply during

43、 the guests absence.Following relevant department is to be notified: 1.Duty Manager- Lobby to double lock the room after Housekeeping has cleaned the room, for security reasons.2.Duty Manager to leave a “Trace” on the day of guests return for Duty Manager-Lobby to release the room for Housekeeping t

44、o dust the room.3.Telephone Operator to leave a “ Locator” meage in guests profile daily. 出行：用于描述在酒店入住的客人须要离开本地几天的状况。一般状况下，在来宾不在酒店的时间内，房间始终产生费用。须要通知以下部门; 1 前台值班经理-出于平安考虑，在清洁员打扫房间后对房间双重上锁。 2 值班经理为前台值班经理留下来宾回酒店的信息，在来宾回房间前让 保洁员对房间进行清洁。 3 电话总机根据来宾留下的信息为来宾设置“来宾位置口信“ Package: A combination of a room, meal

45、s, laundry/valet, SPA or other services sold in one deal.整套服务：一整套房间、餐饮、洗衣/烫衣、水疗服务的组合。 Permanent Folios: Room types defined in Fidelio beginning with “P” are considered pseudo or “dummy” room types.The system provides all normal functionality available in Fidelio for “P” room types, such as creating

46、reservations, attachment of Travel Agent or Company profiles, charge routing, check-in , posting, settlement by all payment methods, check-out ,etc.These rooms are not included in the daily rooms statistics, but revenue and payment figures are taken in as part of the hotel total.This flexibility all

47、ows these “dummy” rooms to fulfill a variety of functions for the hotel.In order to segregate the functions and easily identify the purpose of each “P” room type, it is recommended to use the following designations: PM: Group Master Group master folios are the traditional group billing folios.Postings can be made directly to the group folio, or charges routed from the folios of individual group members. PF: Posting Folios Permanent folios are an effective tool for posting charges an