2022年2022年酒店专业术语 .pdf

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1、Advanced Deposit A type of guaranteed reservation in which the lodging property has received cash payment in advance for at least the first nights lodging. You should reregister the guest.Comp. Stands for “complimentary rate ” A guest receives somethin g free of charge: a room, food and beverages, o

2、ther amenities, or services. Confirmed Reservation A reservation that lodging property has agreed to hold for a guest. Corporate Rate A special room rate available by request to any person on company business. Day Rate A special room rate for guests who arrive and depart on the same day; they do not

3、 stay at the lodging property overnight. Double Occupancy A rate for two people in a room. Flat Rate A specific group rate agreed upon in advance by the lodging property and group. The rate does not change based upon the number of guests staying in the room. Guaranteed No-Show A person who made a gu

4、aranteed reservation but did not register at the lodging property or cancel the reservation. This person could be charged for the room. Guranteed Reservation A reservation that assures the guest that a room will be held until check-out time the day following the guest s arrival date or until another

5、 time set by the lodging property. The guest guarantees payment for the room, even if it is not used, unless he or she cancels by a time specified by the lodging property. Late Arrival A guest with a reservation who tells the lodging property that he or she ecpects to arrival after the cut-off hour

6、(usually 6 p.m.) No-Show A person who made a non-guaranteed reservation but did not register at the lodging property or cancel the reservation. Blocked Room A specific room promised to a guest. This requires a mangers approval.Commercial Rate The room rate agreed upon by a company and lodging proper

7、ty for al individual room reservation 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 1 页，共 11 页 - - - - - - - - - made by company employees or others on company business. Rack Rate The standard (non-discount) rate set by management for a specific type of room. Specia

8、l Rate A room rate other than the standard “rack rate.”VIPs (Very Important Persons) Guests who require special attention. VIPs are identified by the general manger, the sales staff, or other managers. Term Early make-up requests Blocked rooms Vacant and dirty rooms Stayover rooms Late check-out roo

9、ms What It Means Some guests ask to check in early. To help meet their needs, you can ask housekeeping to clean rooms earlier than the normal time. You may need to set aside a group of rooms for a tour group, convention, or other function, and you may need to set aside special types of rooms, such a

10、s nonsmoking or accessible rooms. When rooms are set aside they are “blocked ” and one else can reserve or check into them. This refers to rooms which guests have checked out of , but which housekeeping has not yet cleaned. You wont be able to check anyone into these rooms until they are cleaned. Th

11、ese rooms have guests who are not checking out that day. You need to let housekeeping know when a guest is not checking out. This term lets housekeeping know that guests want to stay in their rooms past the standard check-out time. Past Due Out : Guests who are due out and have not checked out by th

12、e posted check-out time Percentage of Occupancy : Occupancy is determined by dividing the hotel occupied rooms by total available room. Permanent Room : 1) Room occupied by guests living in hotel on a permanent basis 2) Room used as office space on a permanent basis. Pre-assigning : Setting aside ro

13、oms for reservations which have requested a specific room type or rate. Printer : Printers are used to type statements, rooming slips, and management reports. 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 2 页，共 11 页 - - - - - - - - - Quoted Rate : We provide the gue

14、st with the room and/or rate pacified on the confirmation, regardless of availbility. Change : when the Room rate is altered for a room which is already occupied. Register : Process of putting a guest record into the hotel as an in-house guest. Registration Card : Card used by all guests or register

15、 at check-in to the hotel Repair and maintenance : Department responsible for repairing anything in the hotel Request : An arrangement for which room accommodations are booked in advance. Guest History : Guests previous visits to our hotel eg. Address, length of stay, credit cards used, room prefere

16、nce etc. House Count : This term indicated the occupancy of the hotel at any time of the day. The Hose Count is always a percentage, eg. If asked “what is the House count, ” your reply would by 95.5% or whatever.House Use Rooms : 1) Room used permanently employees or staff. 2) Room used permanently

17、for storage. 3) Rooms used as offices for hotel Late check-out : Additional time allotted by the hotel after normal check-out time 12:00 noon without extra charge. Should be approved by assistant Manager in advance (always determined by occupancy factor) Limousine : The vehicle use to transport gues

18、ts to or from the airport. Net Rate : A non-commissionable rate. No-show : Did not arrive when accommodation was reserved O.O.O (Out of Order Room) : 1) For repairs or waiting for repairs 2) Temporarily unused because of changing furniture. Package : A combination of room meals, cocktails or other s

19、ervices sold in one deal, i.e. “I.T. ” PackageDiscount : Percent of rate taken off room, e.g for Travel Agent & Airline Personnel. Double Room : When two or more use a room or a suite. Double Rooming : When two unrelated guests are mistakenly sent to the same room. Double Occupancy : Percent of room

20、s occupied by more than one person 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 3 页，共 11 页 - - - - - - - - - Downgrade : Moving a guest to a lower type room in the hotel and decreasing his rate. Due Out : Room expected to be vacated today. Early Arrival : Early mor

21、ning occupancy is never guaranteed in any hotel. If a client informs the hotel that he is arriving early, he must be informed that check-out time is not until 12 a.m. and we cannot guarantee the room before then. We will, however, do our utmost to have a room ready as soon as possible. If the client

22、 wishes, he can reserve and pay for the room the night before to ensure immediate occupancy on arrival. Extension : Authorized change of departure dates. Extra bed : See rollaway abbreviation R.A.B. Forecast : Report showing projected availability for determined lengths or time. Guest Folio : State

23、ment of guests hotel chargesCash Credit : Written verification of cash received from a guest and applied to his account Check-in : Date of guest arrival and registration Check-out : Date of guest departure and vacating room. Check-out Time : Time designated by hotel for guest to vacate his room at a

24、 completion of stay. Check -out time normally is 12:00 a.m. Commission : Money sent to travel agents as payment for sending guests to a hotel. The normal percentage is 10% of the room rate. Comp : Refers to a room that is complimentary. Connecting : Adjacent rooms that are serviced by connecting doo

25、rs. Confirmation : A written agreement from a hotel to a future guest, showing details of their reserved accommodation. Credit Card : The card a guest may use to charge hotel services to, i.e., American Express, Diners clubCrib : A baby bed. Dead Move : Room change when guest is not in room Departur

26、e : Date of check-out. 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 4 页，共 11 页 - - - - - - - - - Did Not check Out : A condition where a room is found vacant, but the guest did not settle his account prior to leaving hotel Direct Bill : The process of sending the g

27、uest his bill after the has checked out. FRONT OFFICE TERMINOLOGY Accommodation : Description of bedtype and location of a particular room. Adjoining Rooms : Adjacent rooms that are not serviced by a connecting door. Advance Deposit : Money received by the hotel in advance of the guests arrival to g

28、uarantee the room accommodations. Advance payment : Money requested by the Room Clerk 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 Regal Hotels International. Amenity : A gift for a guest e.g. compliment of the hotel,

29、 liquor, fruit basket, etc. arrival : Date of check-in, Average Transient Rate : Average rate per occupied rooms Billing Instructions : Specific instructions for the charging of a guest s account to his company or home address. Block : A room that is being held for a certain guest on a certain date.

30、 Boot : This refers to the procedure followed when computers are changing systems packs or re-initializing the system to insure that memory is reset before beginning new program. Bucket : The space allocated for printed folios. Located at cashier station. Cancellation : A reservation which is no lon

31、ger required by the client Cash-Advance Guest : One who did not make an advance reservation or one who looks suspicious or doubtful in any way. This type of guest will be asked to pay “CASHIN ADVANCE” for all charges may incur. Room Change : When a guest moves from one room to another during his sta

32、y. Room Rack : The Room clerks board which has all the information of the rooms their status the names and rates of the guest staying. Room Rate : That rate which is designated for a specific room. 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 5 页，共 11 页 - - - - - -

33、 - - - Rooming list : A list of names sent by a travel agent or group organizer to the hotel to inform names of persons occupying the block booking. Share Withs : Two guests occupying the same room but with separte accounts or folios Shift : The number of hours worked by a member of staff in one day

34、. Single Room : One person in a room, no matter what bed type. Software : Data stored within a computer but not printed Stay Over : Guest extending his stay. Suite : accommodation consisting of one or two bed rooms and a connecting sitting room(pallor) Suite Chart : The suite chart is a chart which

35、records the number of suites available in the hotel, so that it can establish immediately whether a suite is available on any given day. It is the responsibility of each person accepting a reservation for a suite to block the chart accordingly. System Down : Times when computer becomes inoperative.

36、System Up : when computer is operational Tour : A group booked a travel agent or association, etc. Travel Agent : Represent guests to arrange travel and hotel booking. Twin : Two twin-sized beds in one room. Upgrade : Situation where a guest is given a higher priced room at a lower rate. Upsell : Mo

37、ving a guest higher in the hotel with a rate increase Vacant Room : Room available for sale but not used VIP : Very important person. A person designated by management to receive special treatment. Voucher : Document used to record debits or credits posted to a room account Walk in : Guest requestin

38、g accommodation at the Front Desk without having made a reservation. 名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 6 页，共 11 页 - - - - - - - - - TOURISM TERMINOLOGYAmerican Plan Agent Airline Company Assistant Manager Baggage allowance Bath Room Bath Tub Bath Mat Bel

39、l Boy Booking Bell Captain Baby Sitter Banquet Buffet Baggage Declaration Bill Bus Boy Bar Tender Charters Conducted Tour Coupons Courier Cabin Check in Check out Chef Cloak Room Coffee Shop Commission convention Credit Card Cuisine Currency Custom Commercial Hotel Cashier Customs Duty City Ledger C

40、atering Department 旅 游 业 用 语美国式计假（房租包括两餐在内）代理商航空公司大堂副理行李限制量浴室浴缸浴垫子（地脚巾）侍役 , 行李员订住行李员领班保姆宴会自助餐行李申报书账单练习生调酒员包船包机导游旅行团服务凭单、联单跑差船室机仓入住酒店迁出酒店主厨衣帽间咖啡厅、简速餐厅佣金集会、会议信用卡烹饪通货海关商用旅馆出纳关税外客帐餐饮宴会部Complaint cancellation Complimentary Room Connection Room 投诉取消 , 取消订房优待房租（免费）两间相连之房间名师资料总结 - - -精品资料欢迎下载 - - - - - - -

41、- - - - - - - - - - - 名师精心整理 - - - - - - - 第 7 页，共 11 页 - - - - - - - - - Deluxe Hotels D.I.T. (Domestic Individual Tourist) Dining Room Double Bedded Room Drug Store Do Not Disturb (DND) Executive Assistant Manager Escort Excess Baggage First Class Hotel FIT(Foreign Individual Tourist) Front Office

42、 Full House Floor Station Front Desk Clerk Foreign Exchange Flight Number Food & Beverage Flight Delay Guaranteed Tour Guided Tour Guide Book Guest History Guest Ledger Hotelier Home Away From Home Harbor Hotel Chain Hospitality Industry Inclusive Tour Inn(eg. Holiday Inn) Itinerary Lighting Leisure

43、 Time Laundry Limousine Service Lobby Lost & Found Linen Room Manager Message Slip Master Key Make Up Room Make Bed Morning Call Motel Maid Menu 豪华级旅馆本地旅行之散客餐厅双人房药房请勿打扰行政副经理导游人员超量行李一流酒店国外旅行之散客前台, 柜台, 接待处客满各楼服务台柜台接待员外汇飞机班次餐饮飞机误时铁定按期举行之旅行团导游旅行旅行指南旅客资料卡房客帐旅馆业者家外之家（宾至如归）港口旅馆之连锁经营接待企业（旅馆业）一切费用计算在内之旅行团体（个

44、人）旅馆、客栈日程表灯光空间洗衣厂机场与旅馆间之定期班车大厅、接客厅失物招领布草房经理留言字条总匙（可开启全楼门锁者）清理房间 , 化妆室整床早晨就醒服务汽车旅馆客房女服务生菜单名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 8 页，共 11 页 - - - - - - - - - Money Change Night Manager No Show Night Club Occupied Room Open Kitchen Occupancy One- Way Fare Over

45、Booking Off Season Porter Page Passenger Passport Package Tour Parking Public Space Quarantine Resident Manager Reservation Room Clerk Room maid Room Number Register Reception Room Service Rental Car Room Rate Routing Rooming Guest Single Room Seasick Subway Sleep Out Suite Studio Bed Sofa Bed Showe

46、r Bath Schedule Service Charge Sight- Seeing Safe Box Tour Tour Package Tourist Transfers Travel Agent Twin Room 兑换货币夜间经理有订房而没有来之旅客夜总会已住用之客房餐厅内之简单厨房客房住用率单程车费超额订房淡季行李服务员旅馆内广播寻人, 服务生旅客、乘客护照包办旅行停车厂公共场所检疫驻店经理订房柜台接待员客房女服务生房间号码登记、收银机、登记簿接待房内餐饮服务租车房租旅行路线、安排安排房间单人房晕船地下铁路外宿套房两用床沙发床淋浴旅程时间表服务费观光保险箱旅行团包办旅行团观光客接

47、送旅行社双人房名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 9 页，共 11 页 - - - - - - - - - Transient Hotel Tax Exemption Tour Conductor Tour Manager Tour Operator Tourism Tourist Industry Travel Industry Time Table Travel Voucher (Exchange Order, Service Order) Travelers Che

48、que Unoccupied Or Vacant Room Vacation Visa V.I.P. Valuables Vaccination Certificate Waiter Waitress Wash Room Hotel Terminology Adjoining Room Airtel Airport Hotel Bell Room Bed Cover Baby Bed (Cot) Baby Captain Bell Man Bath Robe Banquet Facility Banquet Hall Commercial Hotel Continental Breakfast

49、 Confirmation Slip Catering Manager Crib City Information Cocktail Party Cocktail Lounge Floor Master Key Grand Master Key Hotel Information Hotel Manager Hotel Music Head Board Mattress 短期性旅馆免税导游员观光部经理专营旅行团之旅行社观光事业观光事业观光事业时间表旅行服务凭证旅行支票空房假期签证重要人物 , 贵宾贵重物品种痘证明书男服务生女服务生洗手间旅馆, 酒店术语互相接连的房间机场旅馆机场旅馆行李间床套婴

50、儿用床行李间领班行李员浴衣宴会设备宴会厅商业性旅馆大陆式早餐订房确订单餐饮宴会部经理小儿床提供市内导游资料鸡尾酒会酒廊各楼通用总匙通用钥匙（全楼总匙）提供旅馆内各种设备的资料旅馆经理（客房部经理）旅馆内音乐床头板床垫名师资料总结 - - -精品资料欢迎下载 - - - - - - - - - - - - - - - - - - 名师精心整理 - - - - - - - 第 10 页，共 11 页 - - - - - - - - - Reservation Clerk Registration Tariff Travel Information Tissue Paper Travel Agent