1、 TERMINOLOGY 酒店专业术语A:Adjoining Rooms: Two separate rooms with a common wall. 相邻房间Advance Deposit : Payment inadvance on an account prior to the guests arrival in order to assure a room.being held after 6:00pm and guarantee reservation. 预收定金Allowance : A reduction in the guests bill(folio) resulting
2、from either unsatisfactory service or a posting error. 调账Arrival Time: The day a guest is expected to register with the hotel.预抵日期Ambulatory Room: Room especially equipped for wheelchair patients. 残疾人房ASAP : As Soon As Possible 尽快Average Room Rate : The average number of dollars derived from the sal
3、e of rooms This is calculated by dividing total room revenue by the vumber of room sold.The rate should be net rate exclusive breakfast and room surcharges. 平均房价Availability: Denotes a conditional status of rooms .SPACK AVAILABLE means a room can be obtained through reservation or registration. 出租率B
4、:Back to Back: This is when one group is brought into the hotel just as another group is ready to depart 预抵和预离是同一间房Blocked : A reservation for which a specific room has been reserved. 所房Bucket Check : Verification that information on registration cards is identical to information of the computer. 挂牢
5、Booked : Reservations can only be accepted for a group or convention still holding open room blocks. 预定C:Call Accounting : Computer system that tracks guest telephone calls. 电话计费系统Cancellation Number : Number given to a customer who is canceling a guaranteed reservation.The number appears on the Com
6、puter Screen when a reservation is cancelled.删除预定号码Check In : Refer to C/I. The formalitics attendant to arrival at a hotel including signing of registration card. 办理入住Chcek In Time : Hotel standard check in time is 14:00 ?Check Out : Refer to C/O. The formalities attendant to departure of the guest
7、 and the settlement of the account. 退房Check Out Time: Hotel standard check out time is 12:00noon.Only Priority Club Reward member entitled late check out till 14:00. the latest check out time is 16:00 which should approved by the hotel management.An late check out is approved, must be noted in the d
8、eparture time field. 退房时间City Ledger : A guests account that is no longer active in the Front Office but is still active in accounts receivable in the Accounts Department. 挂账 Cooperate Rate: A special discounted room rate offered to a person who is frequent hotel guest. Also referred to as the BUSIN
9、ESS RATE. 公司协议价Commissioned Sales: Sales made by a travel agent to which the hotel must pay a commission for the booking. 回佣Complimentary Rate: A room provided to the guest at no charge.This is normally done as a promotion of business or good will. 免费房间 Confirmed Reservation: A reservation request t
10、hat is confirmed by telephone or mail prior to the guests arrival at the hotel. 确认预定Confirmation : Record of reservation information mailed to a guest . 确认函Connection Room : Two (2) rooms with a common door other than the hallway door. 连通房COT : Babys bed. 婴儿床D:Daily Count : Records the number or arr
11、ivals and departures and the total number of rooms to sell. 了解酒店当日房态Day Rate : A room rate for less than an overnight accommodation.Normally50% off the rack rate.For the cooperate day rate will be offered by Director of Sales.当日房价Data Link : Enables two(2)computer systems to one another. 数据连接Departu
12、re Date : The date the guest is scheduled to check out of the hotel 离店日期Deposit : A cashiers net receipts for the day. 押金Direct Bill : An account with a debit that is sent to the Accounting department for billing.These must be approved in advance by the Credit Manager. 入账DNA : A guest with a time ar
13、rival reservation (6:00) who does not arrive.(Do Not Arrive) 有预定但客人未到Double Room : Two (2)people in a room. 可以两个人住的大床间E:Early Arrival : This term refers to the guest who arrives at the hotel before the scheduled check in time.Depending upon the availability of rooms of the guest will either be assig
14、ned a room or asked to check any bags and return at a later time when rooms are ready. 有预定但提前到的客人ETA : Estimated Time of Arrival 估计到达时间ETD : Estimated Time of Departure. 估计离店时间 F:F.I.T : Free Individual Traveler.A guest who comes to the hotel as a non-affiliated group member. 没有预定的客人（散客）Folio : Reco
15、rd of guest charges and transactions 账单Forecast : A weekly report that forecasts the next two (2) weeks percentage of occupancy. 每周所要做的预报Full House : All rooms occupied; no rooms left for sale 满房G:Grand Master Key: Key that will open all hotel doors and pin our locks. 万能钥匙Gross Revenue Report : Reco
16、nciliation of all activity in the hotel based in statistics and dollars.This is done daily by the accounts departments. 收益报告Group Business : Room reservation booked through the Sales Department,ten(10)rooms or more.公司团队，通过销售部预定的房间并且总数在 10 间以上Group Room Block : Specially assigned group of rooms for a
17、 Sales Department group. 团队锁房GTD : Guaranteed. 担保预定GTD No Show : A guest with a guaranteed reservation who does not arrive.担保预定但未到 Guaranteed Reservation : A reservation whose payment is guaranteed is the event of a no show .These are made 担保预定GNR : Guest name record. 客人姓名记录表L:Late Charge : A hotel
18、charge that arrives at the front desk for billing after the guests have checked out. 追帐Late Arrival : A guest with a reservation who expects to arrive after the cut-off hour and so notifies the hotel accordingly. 有预定的客人晚到达酒店Letter Of Credit : A letter submitted on company stationery to the hotel Cre
19、dit Manager requesting billing procedures. When approved by the Accounts department,the Front Desk is given guests name and information so that the account will be handled properly at check out. ?Long Staying Guest : A guest stays in the hotel continuously and exceeds 15days. 长住客（连续 15 天）M:Market Co
20、de : Codes established for different markets using our hotel. 市场代码Master Account (Master Folio): One folio prepared for group on which all group charges are accumulated. 团队主帐 （假房）Master Key: Will open almost all doors in the hotel but will not open pin out locks. 酒店总钥匙MOD ： Manager On Duty; the indi
21、vidual legally in charge of the hotel in the absence of the General Manager. 总值班经理Multiple : Room with more than two(2) occupants. ?N:No Show : A reservation which is not honored and the hotel was not notified to cancel.O:Off Market Room: A room that is out of order or out of service. 不可用房OOO : Out
22、Of Order room. 大修房OOS : Out Of Service room 小修房Occupancy : The ratio of occupied rooms to the total number of available rooms . 入住率Overbooking : The practice of committing more guest rooms than are available as hedge against no shows. 超额预定P:Package : Loosely,an advertised tour. This includes plans f
23、or honeymoons, Escape Weekends, tours to a single destination which includes prepaid transportation, accommodation, and some combination of other tour elements, etc. 包价PAF : Personnel Action Form. ?Paid In Advance : An account from whom we have collected in advance for room and tax and will not allo
24、w any charge transactions to be made to the account.预先支付所有的费用PBX : Private Businese Exchange, the hotels communication deparment. ?Pre-Assign : Reservation to which the room number is assigned by the room blocking process recorded on the registration card. ?Pre-Blocking : Setting aside of a specific
25、 room for same day occupancy by the Front Desk or for a future date by the Reservations Department. 提前锁房Pre-Paid : Full amount of room and tax paid by the guest before checking in, or during stay. Also called Paid-In Advance. 预先支付费用Pre-Registration : A reservation that has been pre-assigned and chec
26、ked into the system prior to the guests. actual arrival. 提前办理登记手续R:Rack Rate : The official tariff as established or posted by the hotel for each room.门市价Ready Room : Room ready for guest occupancy.Vacant Clean (VC)Rebate : A creit adjustment to a guest account, debit adjustment to revenue.调账（扣减部分客人
27、的费用，有损酒店的利益）Registration Card : Also know as signature card. Record pertinent. 入住登记单Reservation : The process of reserving a room gor a specified period of time. 预定Room Block : A specific room held in advance for a particular reservation. 特定房间Rooming List : The list of names furnished by a group in
28、advance of their arrival and used by the hotel to pre-register and pre-assign the party. 团队名单S:Safe Deposit Box : A metal box at the Front Desk available to registered guests for safekeeping of items . 大堂副理保险箱Second Effort : A program designed to deal sincerely and efficiently with guests problems.?
29、Share : Two (2)persons in one room maintaining separate accounts.Single : One (1)person in one room. Stay Over : A guest who remains overnight. Split : One reservation for multiple rooms/multiple names.Space Available Basis: Below95% room occupancy.S.O.P : Standard Operation Procedures.Software :The
30、 programming of the computer.Sleep Out : A room that is taken, occupied, and paid for, but not slept in.T:Transient : A guest whose reservation is not submitted through through a group block.T/A : Travel AgentTime Arrival: All reservations will hold estimated time of arrival. 抵店时间Travelers Check : P
31、re-paid checks which function as cash. 旅行支票Travel letter : A type of check drawn on a company or bank.Triple : A room occupied by three people; either a double bed plus a roll away, or two beds and a roll-away. 三倍的Turn Away : To refuse a reservation or walk-in business because no rooms are available
32、.因为某种原因而拒绝客人入住U:Under Booking: An erroneous belief that all the hotels rooms are sold when in reality they are not V:Vip : Very important Person 非常重要的客人W :Wait List : Record of guests who are awaiting confirmation of wait reservations.等候名单Walk In : A guest who arrives at the hotel without a reservat
33、ion. 散客Walked Guest : A person with a guaranteed reservation that the hotel is unable to honor and must be accommodated elsewhere. 有担保预定，但酒店没有房间，酒店负责把客人送到其他同等级别的酒店一切费用由酒店来付Wake Up Call : Telephone calls placed by the operator to wake the guest at his or her requested time. 叫醒服务Weekly Forecast: Report stating the arrival and departure figures and the expected occupancy of the hotel 周报
