FOSOP酒店标准操作程序前厅部中英文对照

酒店各部门缩写

For personal use only in study and research; not for commercial use1、酒店各部门英文缩写?：总经理：GM 客服部总监：DOR 副总经理：DGM 大堂经理：AM 财务部：FIN 财务总监：DOF 销售总监：DOM 前厅部：FO 工程部：ENG 人力资源部：HR 客房部：HK 前台：FD前厅部经理：FOM 礼宾部：CONC 商务中心：BC 餐饮部：F&B 客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 前厅部:FO 销售部:S&M 市场部：MC 总经办：GD 2、酒店专业英文及缩写：ARI平均房价指数: Average Rate Index;CTP营业利润贡献:Contribution to Trading Profit;GOP总经营利润:Gross Operating Profit;RPAR平均每间可卖房间的收入:Revenue Per Available Room ;RGI收入产生指数:Revenue Generation Index;GSTS宾客意见调查系统:Guest Satisfaction Tracking System;ESPS员工满意度调查:ESPS=Employee Satisfaction Pulse Survey ;TQM全面质量管理:TQM= Total Quality Management ;QES质量评估系统ES= Quality Evaluation System ;PMS酒店经营管理系统: PMS= Property Management System ;SOP(标准经营程序): SOP= Standard Operating Procedures ;KNR重要公司协议价:KNR (Key Negotiated Rate);LNR"当地"公司协议价NR(Local Negotiated Rate);RFP合作协议申请:RFP= Request for Proposal ;FIT (散客):FIT=Fully Independent Traveler ;DND (请勿打扰)：DND= Do Not Disturb ;VIP (非常重要的人)：VIP= Very Important Person ;IBP(综合经营计划)：IBP= Integrated Business Plan；VCRO预订中心的预订系统：VCRO= Virtual Central Reservation Office。

FOSOP酒店标准操作程序前厅部中英文对照

S T A N D A R D O P E R A T I N G P R O C E D U R E S标准操作程序POLICY NO. SUBJECT编号标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故FO-DM-004 VIP Check in重要客人入住FO-DM-005 Accident – Guest意外—客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现FO-DM-024 Safety Box保险箱FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日FO-BC-002 Incoming faxes接收传真FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/Courier Services DHL特快专递FO-CON-002 Baggage Service for Arrivals行李抵达服务FO-CON-003 Baggage Service for Departure行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话FO-CON-DRICER-001 House Use/ Complimentary Vehicle酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control运程/汽油控制FO-CON-DRIVER-005 Limousine Request用车申请FO-CON-DRIVER-006 The Responsibility of Driver司机责任保证FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定FO-EFM-033 Hotel Events酒店活动FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest – if not in that hotel,then a commitment to find a room elsewhere.对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoining withoutbeing connecting.两间或两间以上并排的、之间没有房门直接联系的房间。

FO-SOP酒店标准操作程序-前厅部(中英文对照)

STANDARD OPERATING PROCEDURES标准操作程序POLICY NO. SUBJECT编号标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故FO-DM-004 VIP Check in重要客人入住FO-DM-005 Accident – Guest意外—客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现FO-DM-024 Safety Box保险箱FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日FO-BC-002 Incoming faxes接收传真FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/Courier Services DHL特快专递FO-CON-002 Baggage Service for Arrivals行李抵达服务FO-CON-003 Baggage Service for Departure行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话FO-CON-DRICER-001 House Use/ Complimentary Vehicle酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control运程/汽油控制FO-CON-DRIVER-005 Limousine Request用车申请FO-CON-DRIVER-006 The Responsibility of Driver司机责任保证FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定3FO-EFM-033 Hotel Events酒店活动FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest – if not in that hotel,then a commitment to find a room elsewhere.对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoiningwithout being connecting.两间或两间以上并排的、之间没有房门直接联系的房间。

五星酒店前台接待中英文标准操作流程SOP(可编辑)

五星酒店前台接待中英文标准操作流程SOPSTANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESKSTANDARD OPERATION PROCEDURE Task No DescriptionFD01 Awaiting room handling 等候房间 FD02 Billing instruction handling 账目说明 FD03 Blocking rooms for arrivals 房间预留 FD04 Bucket check 检查登记卡FD05 Cash deposit collection 收取现金押金Check-in with TA voucher 持旅行社入住卷入住FD06程序FD07 Extension stay 处理延住 FD08 Flight reconfirmation 重复确认机票FD09 Generating report 总报告FD10 Greeting and welcoming guests 问候并欢迎客人 FD11 Group check in 团队登记 FD12 Guest location客人方位FD13 Handling confidential screen call request 处理客人保密和筛选电话要求FD14 Handling expected check out 处理预计离店客人FD15 Handling guest enquiries and introducing处理客人查询并介绍店内设施 facilitiesFD16 Handling in-house amenities 处理客人欢迎品 FD17 Handling late check-out request 处理延迟退房的要求FD18 Handling message 处理留言FD19 Handling of complaints 处理投诉FD20 Handling of guest compliments 处理客人致意FD21 Handling wake-up calls requests 处理叫醒电话的要求FD22 Key authorization 钥匙的授权FD23 Lost Found procedure 失物招领程序Loss of safe deposit box key 保险箱的钥匙丢FD24失的处理FD25 Maintaining Communication Log Book 使用交班本FD26 Preparation for guest arrivals 为客人到达做好准备FD27 Printing arrival reports and registration cards打印来客报告和登记卡FD28 Registering a walk-in guest 散客登记FD29 Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30 Room change procedure 调房程序FD31 Safety deposit box 保险箱服务FD32 Taking reservation 办理预定FD33 Travel agency voucher 旅行社入住卷DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 01号码 TASK Awaiting room handling工作职责等候房间 1 of 2 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Register for the guest为客人登记Search for vacant dirty room在系统中找空房Ask room controller for room cleaning请房态控制员确认干净房间Make registration for the guest according to the registration procedure为客人登记If vacant clean room is not available immediately search for vacant dirty room at first and call the Housekeeping to rush rooms Enough time for cleaning room如果当时没有干净空房首先在系统中找空房脏房马上通知客房部打扫Invite guest for welcome drink by saying Mr Mrs XX the room we blocked to you is under cleaning and Housekeeping has been informed forrushing room and it may take about 30 minutes May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available邀请客人在大堂酒廊喝一杯免费饮料等候并告知打扫房间大约需要的时间房间打扫好后马上通知客人Let guest have time idea Show our sincerity to serve guestCourtesy compensation for guest waiting Let guest feel our humility 让客人感受到我们真诚的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOUPOSITION FOM 批准人职位 SIGNATUREDATEPOSITION FOM 签字日期职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 01 号码 TASK Awaiting room handling工作职责等候房间 2 of 2 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Check and call room controller随时与房态员确认房间状况Check in system系统登记Keep monitoring the room status in the computer在系统中随时检查房态As soon as the room status is changed to the vacant clean send the room key and welcome booklet to the guest personally By saying MrMrs XX I am sorry to have kept you waiting Now the room is ready the room number is XX Thank you for your understandingApologize for the waiting and introduce the GSA-Concierge to escort the guest to the roomCheck in the room in the system immediately房间一打扫好后马上把钥匙送给客人并对客人的等候表示歉意行李马上送到客人房间并在系统中登记入住房间Get updated room status at first time在第一时间得到更新的房态Efficiency service action will let guest feel our sincerity and humility提供快捷的服务Roomconnect with the telephone line Anticipate guest request系统登记房间使电话线马上接通PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02 号码 TASK Billing instruction handling 工作职责账目说明 1 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Clarify the billing instruction确认付账说明Collect deposit or imprint credit card收取押金Billing instruction can be clarified as following Guest A pays for guest B by cash or credit card Both guests are indifferent rooms付账说明可如下A客人给B客人付账两个客人在不同房间Modify AB guest remarks accordingly if they get room change or early departureA或B客人如有提前离房或换房需随时更新其备注Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment which should cover the two rooms estimated consumption收取足够押金以确保足够两个房间住店期间所发生的费用Tick on the registration card under Bill instruction YES Note the guest hisher signature is approved to pay guest B s bill Help the guest A to fill up the following items at the back of the registrationGuest A tick on YES under bill authorizationGuest B s name and room numberPayment instruction帮助客人填全付款说明书Different handling ways to different billing instruction Make sure precise service根据不同付账说明采取不同的服务Deposit policy should be appliedCare about hotel benefit应用押金收取的政策保障酒店利益Always do more for the guest为客人多做PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling账目说明 2 of 3 EQUIPMENT REQUIRED Opera 工作职责Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Collect deposit收取现金押金Take the imprint credit card刷卡付押金If paid by the credit card take EDC voucher of the credit card and attach with the guest A s registration card如果付信用卡做押金将信用卡授权卡单附在A客人登记卡后Non-registered guest A pays for in-house guest B by cash Collect enough cash deposit from guest A which should cover the estimated consumption of guest BPolitely invited guest A to sign payment authorization form on theGuest Business Card and leave contact telephone No店外的A客人为住店的B客人付现金押金收取足够的现金请A客人在B客人的登记卡上签付款授权书并留下Non-registered guest A pays for in-house guest B by credit cardTake the imprint of Guest A s credit card with one blank credit card voucherPolitely invite guest A to sign on the credit card voucher and paymentauthorization on guestB s registration cardDeposit policy should be appliedCare about hotel benefit应用押金收取的政策保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling工作职责账目说明 3 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Make remarks备注店外的A客人为住店的B客人付信用卡作为押金印空白的信用卡单请A客人在空白信用卡单上签字在B客人的登记卡上签付款授权书并留下随后将客人签过字的空白信用卡签购单保存在值班经理保险箱并在系统中做备注提醒员工Write down the notice on the registration card and key in the notice in the system like PB outside Mr A VISA4500XXXX voucher in DM Safe 123在登记卡上填全付款说明并根据情况写明备注并在系统中做相应的注明To alert other GSAKeep consistent service is one point of Xxx Hotel Hospitality提醒员工注意PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期 DEPARTMENTFront Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 1 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DOWHY 操作明细工作目的Block rooms priori to the guests who have special requests ie connecting room cornor room etc预留VIP房间Block rooms for early arrivals为早到的客人预留房间Let room controller block rooms for VIP one day before Block rooms from the reservation screen using in Opera to search for the desired room type由Room controller为VIP提前一天预留房间在Opera内使用从预定屏中预留房间以寻求所需房间的类型Block only vacant clean room for early arrivals为早到的客人预留干净的空房间Inform relevant departments for the various amenities requested For example flowers and fruits basket通知有关部门提供所需的各种欢迎品例如鲜花果篮Input DNC in the instruction field in reservation screen for staff special attention在预定屏备注栏输入 DNC 以提请员工注意As far as possible block vacant clean rooms one day before尽可能提早一天预留干净空房To ensure that VIP guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them 确保VIP客人享有预留房间的优先权以便满足其具体需求并为其预留最好的房间We will ensure our procedures are customer friendly and easy for the customer and staff我们要保证我们的服务程序有益于客人并方便员工To allow each departments to take the necessary actions to prepare the room for the guest让每一个部门采取必要的举措为客人准备好房间To alert everyone that the room blocked should not be changed because items may have been placed in the room提醒各位因为房间内各项备品已放置所以不可更换To ensure that the rooms are ready check-in immediately when guests arrive earlyBY MICHAEL 确保当客人较早到达时可以立即登记入住 PREPAREDZHENGAPPROVED BY MR JAME XI 起草人批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate 职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 2 of3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的Block rooms with no arrival times为未知抵达时间的客人预留房间Block rooms with other know arrival times 为其他已知抵达时间的客人预留房间If vacant dirty rooms are blocked inform housekeeping immediately providing them with the expected time of arrivals 如预留的空房未清洁立即通知客房部以使他们在客人到达的预计时间内做好准备Block vacant clean rooms first for on day arrival 先在当日预留干净的空房If not available block vacant dirty rooms and inform housekeepingimmediately providing them with the expected time of arrivals如果没有干净的空房则预留未清洁的空房并立即通知客房部以使他们在客人到达的预定时间内做好准备Use discredtion and take note of expected arrival times when blocking dirty rooms谨慎处理当预留未清洁房间时记载客人到达的预计时间Inform housekeeping about each room blocked and the expected arrival times通知客房部关于每一间已预留的房间和客人抵达的预计时间So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in客房部首先将这些房间清洁以确保为登记的客人预先准备好房间Guest may check n at any time客人可以随时登记住房So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in以使客房部首先将这些房间清洁以确保为登记的客人预先准备好房间So that vacant clean rooms may be available for any walk-ins以便使任何走进来的客人均有可用的干净空房间In order for housekeeping to schedule the maids to clean the rooms according to the arrival times以便客房部根据抵达时间安排服务员打扫房间 PREPARED BYMICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page3 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation工作台 WHAT TO DO 所需设备工作程序 HOW TO DO操作明细 WHY工作目的Block back to back rooms预留尚未退房的房间Block rooms for elderly guests or disabled guest为年老的客人或残疾客人预留房间Block rooms for single female executives为单身的女商人预留房间Do so only s a last resort Use this method for very late arrival But allow sufficient time for housekeeping to clean the rooms takingintoconsideration the time for them to end their shift只有在别无选择时才如此用于特别推迟抵达的客人给与客房部充足的时间以打扫房间充分考虑到他们完成工作的时间Block rooms on lower floors as well as near to elevator and emergency exits预留房间在低楼层靠近电梯和紧急安全出口Block handicapped rooms为残疾客人优先预留残疾房Block rooms without connecting doors unless specifically requested 除非特殊要求否则预留无连通门的房间Current guest in the room may extend stay or have an unexpected delayed check out目前住在客房内的客人可能延长居留时间或推迟退房结账For easy exit in the event of emergencies as well as for guest抯convenience可以方便客人在紧急事件中容易进出安全出口A connecting door in the room of a single female executive may be perceived as an element of insecurity for them as well as to prevent the unlikely event of someone else opening the connecting door accidentally 单身女商人住在有连通门的房间被视为非安全因素也已防止有偶然打开连通门而发生不愉快事件We will do more for the customer in every customer contact要利用每次同客人接触的机会为客人提供超前的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD04 号码 TASK Bucket check 工作职责检查登记卡 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的To print in house report打印住店客人报表Checking bucket against in house report 按报表检查登记卡Verify and correct all guest details 证实所有客人细节Leave note to Team Leader留交班记录给次日领班Use the computer and generate the printing by the overnight shift GSA员工使用电脑打印出报表夜班Using the in house report check each registration card with the in house rooming report使用住店客人报告与所有登记卡一一对照检查Check each registration card against guest folioDetails such asnumber of paxRate and rate codeBilling instructions根据客人档案核查每一份登记卡如人数房价和房价代码账目说明等Sort out all room discrepancy correct all wrong key-in information before closing the system date在夜审前修改所有错误信息If there is something not solvedLeave the details note regarding those mistakes if has to the next day Team LeaderTeam Leader will do the follow up将错误的细节留给次日领班以便继续跟进For reference供参考To ensure that all in house registration cards available and are placed accordingly in the bucket by room number Take care of guest information确保所有登记卡根据房号次序放置在登记卡盒中无一遗漏并确认报表中和登记卡中客人信息相符To ensure accuracy of record so as to provide precise service 确保纪录的准确性Proper shift hand over良好的交班制PREPARED BY MICHAEL ZHENG 起草人 APPROVED BY MR RAY ZHOU 批准人POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk前厅部 JOB TITLE Guest Service 部门Associate职称前台职员 TASK NO FD 05号码 TASK Cash depositcollection工作职责收取现金押金 1 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Calculate amount of deposit 计算押金额Tell guest deposit amount告知客人总额Receive money from guest收取现金Calculate amount of deposit accurately amount of deposit shouldcover the room charge during guest staying and estimated miscellaneous consumptionFormula is Room rate per night x total room nights x 15 total amount of deposit根据公式计算客人在店期间预计消费的额度房费入住天15 注此为参考数据会根据房价面确定收取押金额If guest pay deposit for extension ask for estimated departure date before calculate deposit如果客人为延住付押金确定延住天数Politely tell guest deposit amount we should collect by saying MrMrs XX would you please pay RMB XX as deposit which include your room charge and other miscellaneous charge until you check out If there deposit rest we will refund them to you upon check out礼貌告知客人总额结账时押金多退少补Use two hands to receive money from guest and carefully andefficiency count it in front of guest any question on the money eg amount of money unacceptable money contact guest immediately As well as say MrMrs XX I have received your RMB XX deposit thank you After you finish counting and accept itProtect hotel benefit and accurate deposit amount can let us have guideline for collecting deposit保护酒店利益Get detail information can assist us to provide precise service 得到确定信息Clearly describe the accurate deposit amount we will collect to let guest have clear understanding and also explain the reason why this amount collected by us Anticipate for guest request and caring about guest inquiry清楚告知客人押金总额和收取此金额的解释Any question regarding money solve it immediately with guest and in front of guest Clearly confirm with guest how much you receive from guest by speaking out to guest Avoid any dispute occurred in future PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 05号码 TASK Cash deposit collection工作职责收取现金押金 2 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Key into the system and write the cash deposit receipt押金输入系统开押金收据给客人Describe deposit terns to guest向客人解释押金条款Double check the posting to make sure you key in correctly再次检查系统中输入的准确性Extend for guest in computer在系统中延期用双手接过现金在客人面前清点清楚如果金额数不对或对不可接受的钱币必须立即当面同客人讲清Key into the system at once and write the cash deposit receipt for the guest right now then ask guest sign on the receipt Finally sign your own signature押金收据须客人和员工双方签字确认并立即将押金输入系统Clearly describe deposit refund terms to guest by saying MrMrs XX would you please read these clause to see if it is correct thank you 向客人解释押金收取及退还的具体条款After guest leave front desk double check deposit into computer immediately客人离开柜台后立即再次确认系统中输入的准确性If guest pay deposit for extension extend for guest in computer and make the new key after collecting deposit如客人为延住客人确保在系统中为客人延住并作新钥匙任何有关现金的问题必须当面立即解决避免以后发生不必要的纠纷Let guest clearly understand terms content to avoid any dispute in future让客人清楚理解避免今后纠纷发生Avoid forgetting posting so as to affect any upset to guest caused by deposit谨防忘记输入电脑Update information in computer更新信息PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 05 号码 TASK Cash deposit collection工作职责收取现金押金 3 of 3 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Note 注意If guest pay foreign currency as deposit客人付外币作为押金Calculate amount of deposit accurately the same as aboveExchange rate should follow the foreign currency exchange list人民币押金总额计算同上所述外币总额依照每天外汇牌价计算得出Foreign currency can not settle bill directly unless exchange to RMB or change other payment method upon COPolite explain to guest the foreign currency will only be kept at Front Desk during stay as deposit外币不可直接用于结算除非在退房时兑换成人民币或改用其他方式结算向客人礼貌的解释外币只是作为押金在入住期间存放前台Write a formal foreign currency receipt and pass one copy to guest State that the foreign currency will be returned to guest after settling bill with receipt开据外币押金收据给客人客人结清账目后凭收据退还外币押金The foreign currency deposit should be sealed in envelope withdetails on the cover including guest name room no duration which foreigncurrency and amount by FD SA then kept in Service Manager Safe Deposit Box during guest stay外币押金由收取押金的前台员工放在信封中密封将细节客人姓名房号入住期间外币种类金额在信封上注明交给服务经理在客人入住期间存放在保险箱内CO message should be left Pay USD20000 as deposit kept by SM在离店信息中输入收取美金200元作为押金存放宾客服务经理处Make sure to count and check the foreign currency in front of the guestbefore collecting Avoid any dispute occurred in future 确保在收取现金前在客人面前检查外币和数清金额避免今后发生争执PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOMSIGNATUREDATE 职位签字日期 POSITON GMSIGNATUREDATE 职位签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 1 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Greets guest问候Identify guest who come with luggage or briefcase and inquire guest name with smile and eye contact得到客人姓名Collect the room voucher by two hands and check reservation in computer收取入住单Greets guest upon guest approach front desk counter with smile by saying Nin Hao welcome to Traders Hotel Kun ShanMay I help you SirMadam使用标准用语问候客人If guest has reservation politely inquire guest name by saying May I have your last name sirMadam得到客人姓名后查询预定Find out reservation immediately in computer politely require guest room voucher and confirm the information including guest name arrival and departure date room type and payment etc If fail to find out try other way eg use guest company name or travel agency name to check in computer By saying Mr XX May I have your company name or may I know thecompany you made your booking with If still fail to find let the guest check in first and follow up after check in找到预定后收取入住单确认入住单上的信息是否与系统中一致如果用名字无法查到预定使用旅行社或公司名字查找如果仍无法找到预订先为客人登记随后再跟进Note Never say to guest Noreservation even if reservationcan not be found in computer Useguest company contract rate and guest preference to check in guest at firstPresent our courtesy and kindly service at first time 留下良好的第一印象Clarify guest is walk in guest or with reservation So that you can check the reservation in computer确认客人是否有预定Locate reservation immediatelly try to provide efficiency service to guest at first time and every single time为客人提供有效快捷的服务Be flexibility 灵活PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 2 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Confirm room type with politely manner and smile eye contact确认房态Advise guest from getting R card告知客人去取登记单注意不要同客人讲没有预订即使预定无法找到使用客人公司价根据客人喜好先为客人登记入住If VIP or Golden Circle guest refer to GRO immediately By saying Mr XX please wait for a moment our guest relation officer will show you the way to the room Or if GRO is busy follow Golden Circle s standard to service the guest如果是贵宾或金环会成员立即通知宾客关系主任接待如他她繁忙根据接待贵宾标准工作程序接待客人Confirm room type and period with guest according to reservation by clearly descriptionBy saying Mr XX you have booked our deluxe king size room is it correct同客人确认房态和入住天数By saying Just one moment Mr XX I m just going to get youregistration card Draw out pre-registered registration card and prepared rwelcome booklet from reservation form holding box去取登记单时告知客人If guest request non-smoking room please follow up in the system and key in the guest profile so we can meet guest s needs in the future Clearly confirm detail with guest to avoid making guest feel confusedmeanwhile let guest feel our genuine service 确认细节时刻人感受我们真诚的服务In order to avoid the guest confusion and show care 避免客人产生误会PREPARED BY MICHAEL ZHENGAPPROVED BY MR RAY ZHOU 起草人批准人 POSITIONFOMSIGNATUREDATE 职位签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 3 of 5 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Check in guest in computer在系统中办理入住手续Collect ID card Business card for registration收取证件和名片登记Fill registration card填写登记单Confirm and collect the payment付款方式If very frequent guest no need confirm type and rate all the time do according to the profileIf there is detail profile in the system do not collect business card again客人的要求应被记入系统使客人下次光临时我们提前满足其要求常客不需要每次都确认细节资料很全的客人不须再要名片Check in guest in computer在系统中办理入住手续Politely collect guest ID cardBusiness card for registration Use two hands to receive guest ID cardbusiness card By saying Mr XX may I have your passport and business card for reference Thank you礼貌的要求证件和名片登记Clearly neatly accurately and efficiency fill in the registration card for guest清楚整齐准确快速填写登记单Politely collect payment from guest by saying Mr XX how would you liketo settle your incidental paymentIf it is credit card quickly take in print If paid by cash collect 500 RMB per day for cash deposit 收取杂费押金五百元Avoid forgetting check in guest in computer 避免忘记在系统中登记Fill in registration for guest to show our Asian hospitality 帮助客人填写登记单Avoid to letting guest wait for too long time Do more for our customerin every customer contact避免使客人等候太久Advance deposit should be collected to protect hotel benefit 押金收取保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher工作职责持旅行社入住券入住 4 of 5 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Confirmation information with guest确认信息Present welcome booklet and necessary items to guest 分发钥匙Inform the GSA-concierge通知礼宾部Ask if guest need any thing help提供更多服务Offer Service Center information if need 如需要提供服务中心信息Complete check in完成登记Confirm guest name room number arrival date depature date with guest 确认所有入住信息Use two hands to present welcome booklet and necessary items toguest用双手给客人分发钥匙Inform SA-Concierge the room number通知礼宾部客人房号Ask if guest need any else help by saying MrMrs XX Is there anything else I can do for you询问客人是否需要更多帮助Identify GSA-reception self and offer guest service center extension number by saying MrMrs XX our guest service center extension is 3 please call us anytime if you need our help前台员工介绍自己并提供服务中心电话分机Introduce GSA-concierge to guest and wish guest a pleasant stay By saying MrMrs XX this is Jack from concierge he will show you to the room wish you have a pleasant stay介绍礼宾部员工给客人并祝客人入住愉快Care for guest understanding on every detail information让客人了结所有相关信息Do more for the guest为客人多做Anticipate new guest request to help new guest familiar with the hotel service center预见客人需求Use team work to consistently serve guest运用团队精神为客人提供持续的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TAvoucher工作职责持旅行社入住券入住 5 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Sign on registration card签字Get approval code for credit card 信用卡授权Do routing in the system在系统中做routingAttach TA voucher with RC附入住卷在登记卡单后Attach items附卡单GSA-reception sign on registration card前台员工在登记卡上签字确认If the guest pays by credit card input credit card number into EDC machine to get approval code upon guest check inIf the credit card is declined ask guest to change payment by saying MrMrs XX I am very sorry to inform you that after checking with the bank we can t get approval code for your credit card would you please change to another payment thank you使用EDC要取信用卡相应授权如果EDC不接受客人信用卡要求客人换卡或更改付款方式Do routing according to the bill instruction in the system after check-in system根据付款说明在系统中做做账目说明Attach TA voucher with RC and pass to Credit Mananger on daily basis to get authorization附入住卷在登记卡单后交给信贷部经理授权挂账Attach registration card with EDC voucher together将信用卡授权卡单附在登记卡后For future using公安局登记制度Check the credit card limit检查信用卡额度We dont tell guest hisher credit card is declined because we should give guest faceUnder this situation we should be very careful to talk to guest在信用卡不被接受的情况下不要直接同客人讲信用卡被拒收应小心措辞要求客人更换付款方式If the billing has been paid by theTA to avoid divulge room rate to the gust以防在结账时将旅行社应付费用让客人得知Credit Manager will double check it again to make sure everything is correct信贷部经理复查所有相关资料确保无差错For filing存档PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM。

FO-SOP-Operator-10. Make IDD,DDD calls

审批：
APPROVAL:
起草人
Prepared by:
日期
Date:
Initiater
批准人
Approved by:
日期
Date:
Financial Controller
批准人
Approved by:
日期
Date:
General Manager
程序：
Procedures:
1.总机员工应随时协助客人拨打国际或国内长途电话。
Assistance should always be given to guests who find difficulty in calling overseas and other cities in China.
2.使用电话指南来协助拨打电话。
Make IDD/DDD calls
标准：
Standard:
住店客人可使用客房内电话直接拨打国际或国内长途电话。总机员工可协助客人在商务中心拨打国际或国内长途电话。
International & Domestic Calls can be made from the guest rooms directly.Operatorwill provide prompt IDD & DDD assistance to guests from business centrewhen required.
IDD: 9-00-country code-city code-local telephone number.
DDD: 9-area code-local telephone number.
4.国际/国内长途话费将由电话计费系统自动计算并直接输入客人的房帐中。长途电话的号码以及时间等细节均被记录在系统中。

前厅部常用术语英汉对照表

前厅部常用术语英汉对照表AAdjoining room 相邻房Advanced deposit 预付定金All-purpose cleaner 多功能清洁剂Arrival time 抵达时间Average room rate 平均房价Air conditioner 空调Ash tray 烟灰缸airport 机场airline operation 航空业务alternate airfield 备用机场airline coach service 汽车服务air-bridge 旅客桥BBath tub 浴缸Bath mat 脚巾Bath robe 浴袍Bath room 卫生间Basin 洗脸盆booking lead time 预定提前期bed board 床头板bed pad 床褥bedstead 床架bedspread 床罩bed-side table 床头柜bell boy 行李员black tea 红茶blanket 毛毯brochure 小册子bulb 灯泡business center 商务中心baggage elevator 行李电梯baggage receipt 行李收据briefcase 公文包CCancellation 取消预定Carpet 地毯Car sickness 晕车Cashier 收银员Check-in 入住登记Check-out 结帐离店Cleaning bucket 清洁桶Cloak room 衣帽间Clothes hangers 衣架Comb 梳子Confirmed reservation 确认类预订Cross-training 交叉培训Complain 投诉Commercial rate 商务房价Commecting room 连通房Coupon 票证concourse 中央大厅control tower 控制台DDay use 非全天用房DDD (domestic direct dial) 国内直拨电话Departure time 离店时间dining room 餐厅DND (Du not disturb) 请勿打扰double occupancy 双开率Double room 双人房double-double room 两张双人床的房间Deluxe suite 豪华套间double locked(DL) 双锁房Desk lamp 台灯domestic flight 国内航班domestic terminal 国内航班候机楼EExecutive floor 行政（商务）楼层eiderdown 鸭绒被en-suite 套房FFadeless 不褪色的FIT 散客Front office 前厅部front desk 总台Full house 房间客满family suite 家庭套房flight number 航班号Group 团队guaranteed reservation 保证类预订Guest history record 客史档案HHair dryer 吹风机handkerchief 手绢House credit limit 赊帐限额house use 酒店内部用房honeymoon suite 蜜月套房IIDD(international direct dial)国际直拨电话iron 熨斗Ironing board 熨衣板imperial suite 皇室套房international flight 国际航班international terminal 国际航班候机楼JJasmine tea 茉莉花茶job description 工作说明书junior suite 简单套房jetway 登机道LLamp shade 灯罩laundry service 洗衣服务Late check-out 逾时离店lobby 大堂Log book 工作日记lounge 休息室luggage/baggage 行李light luggage 轻便行李landing field 停机坪loading bridge 候机室至飞机的连接通路MMaid’s cart 客房清扫工作车MUR(make up room) 请速打扫房间Master folio 团队帐单message 留言Mop 拖把mattress 床垫mini suite 小型套房NNight audit 夜间稽核name tag 标有姓名的标签No show 没有预先取消又无预期抵店的订房non-scheduled flight 非正常航班OOccupied（Occ.）住客房Out of Order 待维修房Over-booking 超额预订on change 待清扫房PPackage 包价服务pick up service 接车服务Pillow case 枕套presidential suite 总统间Pressing 熨烫penthouse suite 楼顶套房porter 行李员QQuilt 被子RRegistration 住店登记rack rate 客房牌价Room forecast 订房预测rooming list 团体分房名单Rollaway bed 折叠床room attendant 客房服务员Room status 房间状态room change 换房Rotary floor scrubber 洗地机rubber glovers 防护手套registered/checked luggage 托运行李regular flight 正常航班Sewing kit 针线包service directory 服务指南Sheer curtain 纱窗帘sheet 床单Shoe shine paper 擦鞋纸shower curtain 淋浴帘Shower head 淋浴喷头shrinkable 缩水的Silk fabrics 丝绸织品skipper 逃帐者Skirts 裙子sleep out 外宿客人Single room 单人房socks 袜子Socket 插座soiled linen 脏布草Sprinkler 花洒stain 污迹Stationery folder 文具夹standard rate 标准价suit 西服suite deluxe 高级套房Sweater 毛衣switch 开关storage room 行李仓suit bag 衣服袋shoulder bag 背包suitcase 小提箱shuttle bus 机场内来往班车TTap 水龙头tariff 房价单Towel rail 毛巾架twin room 两张单人床的双人房Triple room 三人房trolley 手推车travelling bag 旅行袋trunk 大衣箱UUnshrinkable 不缩水的underpants 内裤Up－selling 试图将高质高价客房出租给客人VVacant dirty 未清扫之空房vacuums 吸尘器VIP（very important person）贵宾valuables 贵重品visitors terrace 迎送平台WWaiting list 等候名单wake－up call 叫醒电话Walk－in 未经预订而直接抵店的客人wall lamp 壁灯Wet vacuums 吸水机woolen fabrics 毛料织品Daily Service 日常服务-(Knocking at the door.) -(敲门。

FO-SOP-Reception-6. Complimentary room

6.如果客人需要延住，在得到允许的前提下，必须再次填写一免费房申请书。这张附加申请单须随先前的申请书一起附在登记单上。
Should an extension to stay be required. A new Comp AUTH Form must be completed and approved prior to the extension of stay. This additional form must be attached to the registration card along with the previous form.
8.夜审必须审核每晚的免费房的报告和所有免费房申请批准书。所有的异常情况必须与财务总监核实。
The Night auditor must verify each evening the Comp report with all Comp AUTH Forms or Backups. All abnormalities are to be brought to the attention of the financial Controller.
2.为客户申请免费房间的人员必须填写免费房间申请单，内容包括：客人姓名，公司，申请原因，抵店/离店日期，房间类型等。
Person requesting complimentary room for clients etc. must complete the “Complimentary Room Request” form, stating guest’s name, company, reason for complimentary room, arrival/departure details, room-type etc.

酒店前厅打字服务标准操作(中英版)

酒店前厅打字服务标准操作规程G UEST E XPECTATION 客人期望:If I request typing services, I expect the task to be professionally executed in accordance with international business standards, the same as it is done in my own office.如果需要打字服务，我希望得到国际商务标准，专业化的服务，如同在我自己的办公室一般。

Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要？Answers回答:1.The guest wants a professionally typed business communication servicein accordance with international business standards. 客人得到国际商务标准的，专业化的商务打印服务。

2.The guest wants to receive a good quality copy of the communication.客人希望得到高质量打印服务。

3.I want to feel confident in delivering the service our guests expect.我有信心提供客人期待的服务。

4.We are able to increase the GSTS score by delivering serviceprofessional. 我们能够通过提供专业化服务来提高客人满意度。

Summary questions问题小结:1.Other than a warm welcome what else demonstrates professionalism in the Business Center? (a clean work station)除了热情问候外，商务中心还能够从哪些方面可以展示出专业化？（洁净的工作环境）2.Do I always have to check before accepting work? 在打印任务之前，须要确认打印内容么？3.Why do I have to tell the guest about the charges in advance? 为什么我要提前告知客人收费情况？4.Why is proofing the quality of the original and the copy so critical? 为什么核对原件与打字件很重要？5.Why can I not handover the typed pages without an envelope? 如果没有信封，为什么我不能交接打字文件？6.How is the work delivered to the guest? 如何把打字件交给客人？7.What must be logged? 登记簿中须记录什么？8.What is the procedure for charging the guest? 向客人收费的程序是什么？9.How does Accounting know about the charge? 财务部如何知道收费情况？10.Why do I have to Bid Farewell and thank the guest to use our Services? 为什么我要向客人告别并感谢客人使用我们的服务？。

酒店英语缩写

GM---GENERAL MANAGER 总经理DGM---DUTY GENERAL MANAGER 副总DOR---DIRECTOR OF ROOMS 客务部总监AM---ASSISTANT MANAGER 大堂经理（住店时投诉可以找的人）FIN---FINANCE 财务部DOF---DIRECTOR OF FINANCE 财务总监DOM---DIRECTOR OF SALES&MARKETING 销售部总监FO---FRONT OFFICE 前厅部FOM---FRONT OFFICE MANAGER 前厅部经理FD---FRONT DESK 前台CONC---CONCIERGE 礼宾部BC---BUSINESS CENTER 商务中心(不同于B.C. ---BEFORE CHRIST)公元前CL---CLOUB LOUNGE 行政酒廊HC--HEALTH CLUB 健康中心TC---TICKET CENTER 票务中心F&B---FOOD&BEVERAGE 餐饮部ENG---ENGINEERING 工程部HK---HOUSEKEEPING 客房部HR---HUMAN RESOURCES 人力资源部2\酒店专业英文及缩写2008-03-26 10:59平均房价指数ARI: Average Rate Index; CTP营业利润贡献:Contribution to Trading Profit;GOP总经营利润:Gross Operating Profit;RevPAR平均每间可卖房间的收入:Revenue Per Available Room ;RGI收入产生指数:Revenue Generation Index;GSTS宾客意见调查系统:Guest Satisfaction Tracking System;ESPS员工满意度调查:ESPS=Employee Satisfaction Pulse Survey ;TQM全面质量管理:TQM= Total Quality Management ;QES质量评估系统:QES= Quality Evaluation System ;PMS酒店经营管理系统: PMS= Property Management System ;SOP(标准经营程序): SOP= Standard Operating Procedures ;KNR重要公司协议价:KNR (Key Negotiated Rate);LNR"当地"公司协议价:LNR(Local Negotiated Rate);RFP合作协议申请:RFP= Request for Proposal ;FIT (散客):FIT=Fully Independent Traveler ;DND (请勿打扰):DN D= Do Not Disturb ;VIP (非常重要的人)：VIP= Very Important Person ;IBP(综合经营计划)：IBP= Integrated Business Plan；VCRO预订中心的预订系统：VCRO= Virtual Central Reservation OfficeGRO 客务关系主任General Register Office ，希望得到您的帮助！补充回答：首席品牌官【CBO】 chief brand officer首席文化官【CCO】 Chief Cultural Officer开发总监【CDO】 chief Development officer人事总监【CHO】 Chief Human resource officer首席信息官【CIO】 chief information officer首席知识官【CKO】 chief knowledge officer首席市场官【CMO】 chief Marketing officer首席谈判官【CNO】 chief Negotiation officer首席营运官【COO】 chief Operation officer公关总监【CPO】 chief Public relation officer质量总监【CQO】 chief Quality officer销售总监【CSO】 chief Sales officer首席技术官【CTO】 chief Technology officer评估总监【CVO】 chief Valuation officerCAO：Answerer 首席答辩人，专门负责解答媒体、债权人和用户等有关网站倒闭问题的询问。

酒店前台接待中英文标准操作流程

STANDARD OPERATION PROCEDURES标准工作程序FRONT DESKSTANDARD OPERATION PROCEDURETask No. DescriptionFD01 Awaiting room handling 等候房间FD02 Billing instruction handling 账目说明FD03 Blocking rooms for arrivals 房间预留FD04 Bucket check 检查登记卡FD05 Cash deposit collection 收取现金押金FD06 Check-in with TA voucher 持旅行社入住卷入住程序FD07 Extension stay 处理延住FD08 Flight reconfirmation 重复确认机票FD09 Generating report 总报告FD10 Greeting and welcoming guests 问候并欢迎客人FD11 Group check in 团队登记FD12 Guest location 客人方位FD13 Handling confidential / screen call request 处理客人保密和筛选电话要求FD14 Handling expected check out 处理预计离店客人FD15 Handling guest enquiries and introducing facilities 处理客人查询并介绍店内设施FD16 Handling in-house amenities 处理客人欢迎品FD17 Handling late check-out request 处理延迟退房的要求FD18 Handling message 处理留言FD19 Handling of complaints 处理投诉FD20 Handling of guest compliments 处理客人致意FD21 Handling wake-up calls requests 处理叫醒电话的要求FD22 Key authorization 钥匙的授权FD23 Lost & Found procedure 失物招领程序FD24 Loss of safe deposit box key 保险箱的钥匙丢失的处理FD25 Maintaining Communication Log Book 使用交班本FD26 Preparation for guest arrivals 为客人到达做好准备FD27 Printing arrival reports and registration cards 打印来客报告和登记卡FD28 Registering a walk-in guest 散客登记FD29 Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30 Room change procedure 调房程序FD31 Safety deposit box 保险箱服务FD32 Taking reservation 办理预定FD33 Travel agency voucher 旅行社入住卷。

酒店专业英语词汇

酒店专业英文及缩写GM--- GENERAL MANAGER总经理DGM--- DUTY GENERAL MANAGER副总DOR--- DIRECTOR OF ROOMS客务部总监AM--- ASSISTANT MANAGER大堂经理（住店时投诉可以找的人）FIN--- FINANCE财务部DOF--- DIRECTOR OF FINANCE财务总监DOM--- DIRECTOR OF SALES & MARKETING销售部总监FO--- FRONT OFFICE前厅部FOM--- FRONTOFFICEMANAGER前厅部经理FD--- FRONTDESK前台CONC--- CONCIERGE礼宾部BC--- BUSINESS CENTER商务中心(不同于B.C.---BEFORECHRIST)公元前CL--- CLOUB LOUNGE行政酒廊HC-- HEALTH CLUB健康中心TC--- TICKET CENTER票务中心F&B--- FOOD&BEVERAGE餐饮部ENG--- ENGINEERING工程部HK--- HOUSE KEEPING客房部HR--- HUMAN RESOURCES人力资源部平均房价指数ARI:AverageRateIndex;CTP营业利润贡献:ContributiontoTradingProfit;GOP总经营利润:GrossOperatingProfit;RevPAR平均每间可卖房间的收入:RevenuePerAvailableRoom;RGI收入产生指数:RevenueGenerationIndex;GSTS宾客意见调查系统:GuestSatisfactionTrackingSystem;ESPS员工满意度调查:ESPS=EmployeeSatisfactionPulseSurvey;TQM全面质量管理:TQM=TotalQualityManagement;QES质量评估系统:QES=QualityEvaluationSystem;PMS酒店经营管理系统:PMS=PropertyManagementSystem;SOP(标准经营程序):SOP=StandardOperatingProcedures;KNR重要公司协议价:KNR(KeyNegotiatedRate);LNR"当地"公司协议价:LNR(LocalNegotiatedRate);RFP合作协议申请:RFP=RequestforProposal;FIT(散客):FIT=FullyIndependentTraveler;DND(请勿打扰):DND=DoNotDisturb;VIP(非常重要的人)：VIP=VeryImportantPerson;IBP(综合经营计划)：IBP=IntegratedBusinessPlan；VCRO预订中心的预订系统：VCRO=VirtualCentralReservationOffice酒店常用术语：接待处用语：入住CHECK-IN C/I退房CHECK-OUT C/O预订BOOKING、RESERV ATIONBKG预期抵店ARRIV AL、DUTEINARL提前抵达EARL YARRIV AL预期离店DEPARTURE、DUTEOUTDEPT 确认CONFIRMATIONCONFIRM再次确认RE-CONFIRMRE-CFRM取消CANCELLATIONCANCELL订金DEPOSIT价格RATERTE价钱PRICE封房BLOCK续住EXTENSIONEXTEN客类：顾客、宾客CLIENT、GUEST散客W ALKINW/I、FIT团队GROUPGRP商务客COMMERCIALGUESTCOMMGST 商务合同CORPORA TECONTRACT长住客LONGSTAYGUESTL/SGST贵宾VERYIMPORTANTPERSONVIP旅行社TRA VELAGENTTVLAGT自用房HOUSEUSEH/U公司COMPANYCOM付帐(动)PAY付帐(名)PAYMENT]信用卡CREDITCARD现金CASH尽快ASSOONASPOSSIBLEASAP资料INFORMA TIONINFM电话TELEPHONETEL传真FACSIMILEFAX电传TELEXTLX电报CABLECBL地址ADDRESSADD复印(机)COPY(MACHINE)网络INTERNET电脑COMPUTER打印机PRINTER机票FLIGHTTICKET打字TYPING充电CHARGEABA TTERY充电器CHARGER留言MESSAGE内播电影IN-HOUSEMOVIE对方付费电话COLLECTCALL酒店帐HOUSEACCOUNTH/A国内长途------IDD国际长途------DDD市内电话CITYCALL分机EXTENSIONEXTN服务台COUNTER唤醒服务W AKEUPCALL叫早服务MORNINGCALL请勿打扰DONOTDISTURBDND天气WEATHER出租车TAXI面包车VEHICLE中巴COACH报纸NEWSPAPER信件MAIL电视TELEVISIONTV背景音乐BACKGROUNDMUSIC小酒吧MINIBAR冰箱REFRIGERATOR客房保险箱MINISAFE/PERSONALSAFE吹风筒HAIRDRYER电热水壶ELECTRICHEATINGKETTLE中央空调INDIVIDUALCONTROLLEDAIR-CONDITION洗衣LAUNDRY干洗DRY-CLEANING熨烫V ALETSERVICE失物招领LOSTANDFOUND早餐BREAKFASTB’FAST美式早餐AMERICANBREAKFASTABF欧陆式早餐CONTINENTALBREAKFASTCBF 东方式早餐ORIENTALBREAKFASTOBF午餐LUNCHLNH晚餐DINNERDNR人民币------RMB港币------HKD美元------USD按摩MASSAGE蒸汽浴STEAMBATH邻近房ADJOININGROOM付款方式ADV ANCEPAYMENT礼仪AMENITY住房平均价格A VERAGEROOMRATEA.R.R 收款的指令BILLINGINSTRUCTION取消CANCELLATION不收费房COMPLIMENTARYCOMP连通房CONNECTING续住EXTENSION加床EXTRABED预报FORECAST客人帐单GUESTFOLIO管家部报表HOUSEKEEPINGREPORT加入JOIN-IN超过退房时间LATECHECK-OUT记事本LOGBOOK净价NETRATE坏房OUTOFORDERO.O.O包价PACKAGE长包房PERMANENTROOM门市价RACKRATE登记REGISTER登记卡REGISTRA TIONCARD转房ROOMCHANGE房价ROOMRATE房间种类ROOMTYPE团体住房名单ROOMLIST同住SHAREWITH旅行社TRA VELAGENT升级UPGRADE空房V ACANTROOM贵宾VERYIMPORTANTPERSONV.I.P营业利润贡献ContributiontoTradingProfitCTP总经营利润GrossOperatingProfitGOP平均每间可卖房间的收入RevenuePerAvailableRoomRevPAR 收入产生指数RevenueGenerationIndexRGI宾客意见调查系统GuestSatisfactionTrackingSystemGSTS员工满意度调查EmployeeSatisfactionPulseSurveyESPS全面质量管理TotalQualityManagementTQM质量评估系统QualityEvaluationSystemQES酒店经营管理系统PropertyManagementSystemPMS(标准经营程序)StandardOperatingProceduresSOP重要公司协议价(KeyNegotiatedRate)KNR当地"公司协议价(LocalNegotiatedRate)LNR合作协议申请RequestforProposalRFP散客FullyIndependentTravelerFIT综合经营计划IntegratedBusinessPlanIBP预订中心的预订系统VirtualCentralReservationOfficeVCRO部门DEPARTMENTDEPT职位POSITIONPOS行政办EXECUTIVEOFFICEEO财务部FINANCEDEPARTMENTFIC会计部ACCOUNTINGACCT采购部PURCHASINGDEPARTMENTPD酒水仓BEVERAGESTORE食品仓FOODSTORE日用品仓GENERALSTORE市场及销售部SALES&MARKETINGDEPARTMENTS&M 前厅部FRONTOFFICEDEPARTMENTF.O(F/O)管家部HOUSEKEEPINGHSKP洗衣房LAUNDRYROOMLR布草房LINENROOM游泳池SWIMMINGPOOL餐饮部FOOD&BEVERAGEDEPARTMENTF&B中餐厅CHINESERESTAURANTCHNREST西餐厅WESTRESTAURANTWESTREST日本餐厅JAPANESERESTAURANT大堂吧LOBBYBAR送餐部ROOMSERVICERMSVC宴会中心BANQUETCENTRE会议厅CONFERENCEHALL管事部STEW ARD娱乐部ENTERTAINMENTDEPARTMENTENT夜总会NIGHTCLUB桑拿SAUNA健身中心HEALTHCENTRE美容美发中心BEAUTY&BARBERCENTRE保龄球室BOWLINGBALL工程部ENGINEERINGDEPARTMENTENG保安部SECURITYDEPARTMENTSEC人力资源部HUMAN&RESOURCESDEPARTMENTHR 培训部TRAININGDEPARTMENT员工饭堂STAFFCANTEEN员工宿舍STAFFDORMITORY医务室CLINICROOM图书馆LIBRARY前厅各分部：接待处RECEPTIONRECP行政楼层EXECUTIVEFLOORE/F询问处INFORMATIONINFM订房部RESERV ATIONRESV总机房OPERATOR/TELEPHONEROOMOPT礼宾部CONCIERGECON商务中心BUSINESSCENTREBC大堂副理ASSISTANTMANAGERAM车队TRANSPORTA TIONTRA账务处CASHIER、ACCOUNTINGDESK大堂LOBBY楼层FLOOR/F后勤办公室BACKOFFICE员工通道STAFFENTRANCE国内长途------IDD国际长途------DDD市内电话CITYCALL分机EXTENSIONEXTN服务台COUNTER唤醒服务W AKEUPCALL叫早服务MORNINGCALL请勿打扰DONOTDISTURBDND天气WEATHER出租车TAXI面包车VEHICLE中巴COACH报纸NEWSPAPER信件MAIL电视TELEVISIONTV背景音乐BACKGROUNDMUSIC小酒吧MINIBAR冰箱REFRIGERATOR客房保险箱MINISAFE/PERSONALSAFE吹风筒HAIRDRYER电热水壶ELECTRICHEATINGKETTLE中央空调INDIVIDUALCONTROLLEDAIR-CONDITION洗衣LAUNDRY干洗DRY-CLEANING熨烫V ALETSERVICE失物招领LOSTANDFOUND早餐BREAKFASTB’FAST美式早餐AMERICANBREAKFASTABF欧陆式早餐CONTINENTALBREAKFASTCBF东方式早餐ORIENTALBREAKFASTOBF午餐LUNCHLNH晚餐DINNERDNR人民币------RMB港币------HKD美元------USD按摩MASSAGE蒸汽浴STEAMBATH邻近房ADJOININGROOM付款方式ADV ANCEPAYMENT礼仪AMENITY住房平均价格A VERAGEROOMRATEA.R.R收款的指令BILLINGINSTRUCTION取消CANCELLATION不收费房COMPLIMENTARYCOMP连通房CONNECTING续住EXTENSION加床EXTRABED预报FORECAST客人帐单GUESTFOLIO管家部报表HOUSEKEEPINGREPORT加入JOIN-IN超过退房时间LATECHECK-OUT记事本LOGBOOK净价NETRATE坏房OUTOFORDERO.O.O包价PACKAGE长包房PERMANENTROOM门市价RACKRATE登记REGISTER登记卡REGISTRA TIONCARD转房ROOMCHANGE房价ROOMRATE房间种类ROOMTYPE团体住房名单ROOMLIST同住SHAREWITH旅行社TRA VELAGENT升级UPGRADE空房V ACANTROOM贵宾VERYIMPORTANTPERSONV.I.P营业利润贡献ContributiontoTradingProfitCTP总经营利润GrossOperatingProfitGOP平均每间可卖房间的收入RevenuePerAvailableRoomRevPAR 收入产生指数RevenueGenerationIndexRGI宾客意见调查系统GuestSatisfactionTrackingSystemGSTS员工满意度调查EmployeeSatisfactionPulseSurveyESPS全面质量管理TotalQualityManagementTQM质量评估系统QualityEvaluationSystemQES酒店经营管理系统PropertyManagementSystemPMS(标准经营程序)StandardOperatingProceduresSOP重要公司协议价(KeyNegotiatedRate)KNR当地"公司协议价(LocalNegotiatedRate)LNR合作协议申请RequestforProposalRFP散客FullyIndependentTravelerFIT综合经营计划IntegratedBusinessPlanIBP预订中心的预订系统VirtualCentralReservationOfficeVCRO酒店房态英语（一）1、VC（VacantClean）空房2、VD（VacantDirty）走客房3、OD（OccupiedDirty）未做住客4、OC（occupiedclean）已做住客5、O.O.O(OutOfOrder)待修房6、ECO(EstematedCheckOut)预计退房7、NS（NoSmoking）无烟房8、S/O(SleptOut)外睡房9、D/L(DoubleLock)双锁房酒店房态英语（二）10、DND(DoNotDisturb)请勿打扰11、MUR(MakeUpRoom)请即打扫12、RS(RefuseService)拒绝服务13、N/B(NoBaggage)无行李14、L/B(LightBaggage)少行李15、VIP（VeryImportantPeople）重要客人16、LSG(LongStayingGuest)长住客17、C/O(CheckOut)结帐18、C/I(CheckIn)入住房间种类typesofrooms双人房doubleroom标准房standardroom双床房twinroom高级房superiorroom豪华房deluxeroom行政房executiveroom套房suite普通套房juniorroom高级套房seniorsuite总统套房Presidentialsuite朝南的房间aroomfacingsouth公寓套房studioroom连通房connectingroom相邻房adjoiningroomeconomyroom(ER)经济间standardroom(SR)标准间superiorroom(UR)高级套房standardsuit(s)套间deluxeroom(DR)豪华间presidentialsuit(PS)总统套房ES:en-suite套房FS:familysuite家庭套房TR:twinroom带两张单人床的房间DR:doubleroom带一张双人床的房间IS:imperialsuite皇室套房PS:presidentialsuite总统套房SD:suitedeluxe高级套房jUS:uniorsuite简单套房MS:minisuite小型套房HS:honeymoonsuite蜜月套房PS:penthousesuite楼顶套房UR:unmaderoom未清扫房ON:onchange待清扫房。

酒店各部门缩写

1、酒店各部门英文缩写：
总经理：GM 客服部总监：DOR 副总经理：DGM 大堂经理：
AM
财务部：FIN 财务总监：DOF 销售总监：DOM 前厅部：FO 工程部：ENG 人力资源部：HR 客房部：HK 前台：FD 前厅部经理：FOM 礼宾部：CONC 商务中心：BC 餐饮部：F&B 客房部:HSKP 工程部:ENG 保安部:SEC 康乐
部
GD 2
PMS酒店经营管理系统: PMS= Property Management System ;
SOP(标准经营程序): SOP= Standard Operating Procedures ;
KNR重要公司协议价:KNR (Key Negotiated Rate);
LNR"当地"公司协议价NR(Local Negotiated Rate);
RFP合作协议申请:RFP= Request for Proposal ;
FIT (散客):FIT=Fully Independent Traveler ;
DND (请勿打扰)：DND= Do Not Disturb ;
VIP (非常重要的人)：VIP= Very Important Person ;
IBP(综合经营计划)：IBP= Integrated Business Plan；
VCRO预订中心的预订系统：VCRO= Virtual Central Reservation Office。

酒店英语缩写

GM---GENERAL MANAGER 总经理DGM---DUTY GENERAL MANAGER 副总DOR---DIRECTOR OF ROOMS 客务部总监AM---ASSISTANT MANAGER 大堂经理（住店时投诉可以找的人）FIN---FINANCE 财务部DOF---DIRECTOR OF FINANCE 财务总监DOM---DIRECTOR OF SALES&MARKETING 销售部总监FO---FRONT OFFICE 前厅部FOM---FRONT OFFICE MANAGER 前厅部经理FD---FRONT DESK 前台CONC---CONCIERGE 礼宾部BC---BUSINESS CENTER 商务中心(不同于B.C. ---BEFORE CHRIST)公元前CL---CLOUB LOUNGE 行政酒廊HC--HEALTH CLUB 健康中心TC---TICKET CENTER 票务中心F&B---FOOD&BEVERAGE 餐饮部ENG---ENGINEERING 工程部HK---HOUSEKEEPING 客房部HR---HUMAN RESOURCES 人力资源部2\酒店专业英文及缩写2008-03-26 10:59平均房价指数ARI: Average Rate Index; CTP营业利润贡献:Contribution to Trading Profit;GOP总经营利润:Gross Operating Profit;RevPAR平均每间可卖房间的收入:Revenue Per Available Room ;RGI收入产生指数:Revenue Generation Index;GSTS宾客意见调查系统:Guest Satisfaction Tracking System;ESPS员工满意度调查:ESPS=Employee Satisfaction Pulse Survey ;TQM全面质量管理:TQM= Total Quality Management ;QES质量评估系统:QES= Quality Evaluation System ;PMS酒店经营管理系统: PMS= Property Management System ;SOP(标准经营程序): SOP= Standard Operating Procedures ;KNR重要公司协议价:KNR (Key Negotiated Rate);LNR"当地"公司协议价:LNR(Local Negotiated Rate);RFP合作协议申请:RFP= Request for Proposal ;FIT (散客):FIT=Fully Independent Traveler ;DND (请勿打扰):DN D= Do Not Disturb ;VIP (非常重要的人)：VIP= Very Important Person ;IBP(综合经营计划)：IBP= Integrated Business Plan；VCRO预订中心的预订系统：VCRO= Virtual Central Reservation OfficeGRO 客务关系主任General Register Office ，希望得到您的帮助！补充回答：首席品牌官【CBO】 chief brand officer首席文化官【CCO】 Chief Cultural Officer开发总监【CDO】 chief Development officer人事总监【CHO】 Chief Human resource officer首席信息官【CIO】 chief information officer首席知识官【CKO】 chief knowledge officer首席市场官【CMO】 chief Marketing officer首席谈判官【CNO】 chief Negotiation officer首席营运官【COO】 chief Operation officer公关总监【CPO】 chief Public relation officer质量总监【CQO】 chief Quality officer销售总监【CSO】 chief Sales officer首席技术官【CTO】 chief Technology officer评估总监【CVO】 chief Valuation officerCAO：Answerer 首席答辩人，专门负责解答媒体、债权人和用户等有关网站倒闭问题的询问。

酒店标准操作程序STANDARD OPERATING PROCEDURES-前厅部(中英文对照)

STANDARD OPERATING PROCEDURES标准操作程序POLICY NO. SUBJECT编号标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故FO-DM-004 VIP Check in重要客人入住FO-DM-005 Accident – Guest意外—客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现FO-DM-024 Safety Box保险箱FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日FO-BC-002 Incoming faxes接收传真FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/Courier Services DHL特快专递FO-CON-002 Baggage Service for Arrivals行李抵达服务FO-CON-003 Baggage Service for Departure行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话FO-CON-DRICER-001 House Use/ Complimentary Vehicle酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control运程/汽油控制FO-CON-DRIVER-005 Limousine Request用车申请FO-CON-DRIVER-006 The Responsibility of Driver司机责任保证FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定FO-EFM-033 Hotel Events酒店活动FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest – if not in that hotel,then a commitment to find a room elsewhere.对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoiningwithout being connecting.两间或两间以上并排的、之间没有房门直接联系的房间。

酒店前厅部前台SOP

PSB信息输入
H 抵店，离店日期：按实际填写 I 来去处：
X询问客人上下站
J 停留事由：
按实际填写，无工作单位及未成年人不应该填写“公务”；团队客人应填写“旅游”
K 房号：按住店房号填写
PSB信息输入
我国政府不承认的护照：
* 世界服务组织所发的护照 * 议会护照 * 英国属工公民护照 * 英国旅游护照 * 汤加国民护照 * 非法持用的他国护照
残疾人房
标准：
行动不便客人要求必须满足，并提供尽可能的帮助
如何识别残疾人 * 一些行动不便的客人比较容易识别如坐在轮椅中。一些老
年人，行动并不是非常不便，但使用残疾人房间会更方便千万不要直接问客人是否有残疾
操作程序：
残疾人房
* 行动不便的客人在预订时通常要求特殊设施（如果客人在预订时没有注明任何信息和要求，要充分运用自己的判断力识别客人是否需要特殊房间设施）
发现签证过期如何处理：发现签证过期，应立即告之客人，让其去公安机关办理延期，并报告朱晓纯警官。电话：84420012
PSB信息输入
操作标准： * 夜班员工输入当天外管单 * 第二天由领班负责校对、传网。输入、校对 * 传网都必须在专门的记录本上登记。 * 每天的传网时间为8:30-16:00，不得迟传或漏传 * 要达到申报率100%，准确率99.5%，及时率100% * 领班在校对时若发现任何错误需要记录下来，并及时 * 告之员工以防再范
现金付账：说明饭店收取定金政策，收取现金做押金，给客人开收据。如果客人现金不足时，可以用银行卡做房费的担保或直接付清房费，只收取杂费押金，同样开收据给客人
支票：与信贷经理核对可接收支票名单，保证银行所需项目准确(公司印章清晰有效期和用途必须一致)

酒店常用中英文缩写

酒店常用中英文缩写部门DEPARTMENT DEPT职位POSITION POS行政办EXECUTIVE OFFICE EO财务部FINANCE DEPARTMENT FIC会计部ACCOUNTING ACCT采购部PURCHASING DEPARTMENT PD酒水仓BEVERAGE STORE食品仓FOOD STORE日用品仓GENERAL STORE市场及销售部SALES & MARKETING DEPARTMENT S & M前厅部FRONT OFFICE DEPARTMENT F.O (F/O)管家部HOUSEKEEPING HSKP洗衣房LAUNDRY ROOM LR布草房LINEN ROOM游泳池SWIMMING POOL餐饮部FOOD & BEVERAGE DEPARTMENT F & B中餐厅CHINESE RESTAURANT CHN REST西餐厅WEST RESTAURANT WEST REST日本餐厅JAPANESE RESTAURANT大堂吧LOBBY BAR送餐部ROOM SERVICE RM SVC宴会中心BANQUET CENTRE会议厅CONFERENCE HALL管事部STEWARD娱乐部ENTERTAINMENT DEPARTMENT ENT夜总会NIGHT CLUB桑拿SAUNA健身中心HEALTH CENTRE美容美发中心BEAUTY & BARBER CENTRE保龄球室BOWLING BALL工程部ENGINEERING DEPARTMENT ENG保安部SECURITY DEPARTMENT SEC人力资源部HUMAN & RESOURCES DEPARTMENT HR培训部TRAINING DEPARTMENT员工饭堂STAFF CANTEEN员工宿舍STAFF DORMITORY医务室CLINIC ROOM图书馆LIBRARY前厅各分部：接待处RECEPTION RECP行政楼层EXECUTIVE FLOOR E/F询问处INFORMATION INFM订房部RESERVATION RESV总机房OPERATOR / TELEPHONE ROOM OPT 礼宾部CONCIERGECON商务中心BUSINESS CENTRE BC大堂副理ASSISTANT MANAGER AM车队TRANSPORTATION TRA 账务处CASHIER 、ACCOUNTING DESK大堂LOBBY楼层FLOOR / F后勤办公室BACK OFFICE员工通道STAFF ENTRANCE职位：总经理GENERAL MANAGER GM行政助理ASSISTANT EXECUTIVE MANAGER AEM行政秘书EXECUTIVE SECRETARY财务总监FINANCIAL CONTROLLER FC总会计师CHIEF ACCOUNT成本会计师COST ACCOUNT采购部经理PURCHASING MANAGER PURCHASING MGR市场及销售总监DIRECTOR OF SALES & MARKETING DOS市场及销售副总监ASSISTANT DIRECTOR OF SALES & MARKETING ADOS市场及销售部经理SALESMANAGER销售员SALES SALES前厅经理FRONT OFFICE MANAGER FOM前厅副经理ASSISTANT FRONT OFFICE MANAGER AFOM大堂副经理ASSISTANT MANAGER AM接待员RECEPTIONIST / RECEPTION CLERK订房员RESERVATION CLERK RESV CLERK行李员BELL BOY / BELL MAN门童DOORMAN接线生OPERATOR司机DRIVER行政管家EXECUTIVE HOUSEKEEPER EH副行政管家ASSISTANT EXECUTIVE HOUSEKEEPER AEH助理管家ASSISTANT HOUSEKEEPER AH楼层服务员ROOM ATTENDANT ATT餐饮总监DIRECTOR OF FOOD & BEVERAGE DOFB行政总厨EXECUTIVE SOUS CHEF点心总厨DIM SUM CHEF人力资源部经理HUMAN & RESOURCES MANAGER HR MGR总工程师CHIEF ENGINEER值班工程师DUTY ENGINEER保安部经理SECURITY MANAGER保安主管CHIEF SECURITY经理MANAGER MGR 主任SUPERVISOR SUP 领班CAPTAIN CAP秘书SECRETARY文员CLERK服务员WAITER行政值班经理EXECUTIVE ON DUTY MANAGER EOD值班经理DUTY MANAGER DM酒店常用术语：接待处用语：入住CHECK - IN C / I 退房CHECK - OUT C / O 预订BOOKING 、RESERVATION BKG预期抵店ARRIVAL 、DUTE IN ARL提前抵达EARLY ARRIVAL预期离店DEPARTURE 、DUTE OUT DEPT确认CONFIRMATION CONFIRM再次确认RE - CONFIRM RE-CFRM取消CANCELLATION CANCELL订金DEPOSIT价格RATE RTE价钱PRICE封房BLOCK续住EXTENSION EXTEN客类：顾客、宾客CLIENT 、GUEST散客WALK IN W / I 、FIT团队GROUP GRP商务客COMMERCIAL GUEST COMM GST商务合同CORPORATE CONTRACT长住客LONG STAY GUEST L / S GST贵宾VERY IMPORTANT PERSON VIP旅行社TRAVEL AGENT TVL AGT自用房HOUSE USE H/U公司COMPANY COM 付帐(动) PAY付帐(名) PAYMENT信用卡CREDIT CARD现金CASH 尽快AS SOON AS POSSIBLE ASAP资料INFORMATION INFM电话TELEPHONE TEL 传真FACSIMILE FAX电传TELEX TLX电报CABLE CBL地址ADDRESS ADD复印(机) COPY (MACHINE)网络INTERNET电脑COMPUTER打印机PRINTER机票FLIGHT TICKET 打字TYPING充电CHARGE A BATTERY充电器CHARGER留言MESSAGE内播电影IN-HOUSEMOVIE对方付费电话COLLECT CALL酒店帐HOUSE ACCOUNT H/A国内长途------ IDD国际长途------ DDD市内电话CITY CALL分机EXTENSION EXTN 服务台COUNTER唤醒服务WAKE UP CALL叫早服务MORNING CALL请勿打扰DO NOT DISTURB DND天气WEATHER出租车TAXI面包车VEHICLE 中巴COACH报纸NEWSPAPER信件MAIL电视TELEVISION TV 背景音乐BACK GROUND MUSIC小酒吧MINI BAR冰箱REFRIGERATOR 客房保险箱MINI SAFE / PERSONAL SAFE吹风筒HAIR DRYER电热水壶ELECTRIC HEATING KETTLE中央空调INDIVIDUAL CONTROLLEDAIR-CONDITION洗衣LAUNDRY干洗DRY-CLEANING 熨烫VALET SERVICE失物招领LOST AND FOUND早餐BREAKFAST B’FAST美式早餐AMERICAN BREAKFAST ABF欧陆式早餐CONTINENTAL BREAKFAST CBF东方式早餐ORIENTAL BREAKFAST OBF午餐LUNCH LNH晚餐DINNER DNR人民币------ RMB港币------ HKD美元------ USD按摩MASSAGE蒸汽浴STEAM BATH 邻近房ADJOINING ROOM 付款方式ADVANCE PAYMENT礼仪AMENITY住房平均价格AVERAGE ROOM RATE A.R.R收款的指令BILLING INSTRUCTION取消CANCELLATION不收费房COMPLIMENTARY COMP连通房CONNECTING 续住EXTENSION加床EXTRA BED预报FORECAST客人帐单GUEST FOLIO 管家部报表HOUSEKEEPING REPORT加入JOIN-IN超过退房时间LATE CHECK-OUT记事本LOG BOOK净价NET RATE坏房OUT OF ORDER O.O.O包价PACKAGE长包房PERMANENT ROOM门市价RACK RATE登记REGISTER登记卡REGISTRATION CARD转房ROOM CHANGE房价ROOM RATE房间种类ROOM TYPE 团体住房名单ROOM LIST同住SHARE WITH 旅行社TRAVEL AGENT 升级UPGRADE空房VACANT ROOM贵宾VERY IMPORTANT PERSON V.I.P营业利润贡献Contribution to Trading Profit CTP总经营利润Gross Operating Profit GOP平均每间可卖房间的收入Revenue Per Available Room RevPAR收入产生指数Revenue Generation Index RGI宾客意见调查系统Guest Satisfaction Tracking System GSTS员工满意度调查Employee Satisfaction Pulse Survey ESPS全面质量管理Total Quality Management TQM 质量评估系统Quality Evaluation System QES酒店经营管理系统Property Management System PMS(标准经营程序) Standard Operating Procedures SOP 重要公司协议价(Key Negotiated Rate) KNR当地"公司协议价(Local Negotiated Rate) LNR合作协议申请Request for Proposal RFP散客Fully Independent Traveler FIT综合经营计划Integrated Business Plan IBP预订中心的预订系统Virtual Central Reservation Office VCRO 国家:阿根廷ARGENTINA AR 澳大利亚AUSTRALIA AU奥地利AUSTRIA AT巴哈马BAHAMAS BS比利时BELGIUM (BELGIQUE) BE贝宁BENIN BJ玻利维亚BOLIVLA BO 巴西BRAZIL (BRASIL) BR英国BRITAIN UK缅甸BURMA MM加拿大CANADA CA智利CHILE CL丹麦DENMARK (DANMARK) DK德国DEUTSCHLAND DE厄瓜多尔ECUADOR EC 斐济FIJI FJ法国FRANCEE FR加蓬GABON GA希腊GREECE GR厄地马拉GUATEMALA 瓦亚那GUYANA GY海地HAITI HT洪都拉斯HONDURAS HN 香港HONG KONG HK印度INDIA IND印度尼西亚INDONESIA 伊拉克IRAQ IQ爱尔兰IRELAND IE以色列ISRAEL IL意大利ITALY(ITALIA) IT牙买加JAMAICA JM日本JAPAN JP约旦JORDAN JO 基里巴斯KIRIBATI KI卢森堡LUXEMBOURG LU马达加斯加MADAGASCAR (MALAGASY) MG澳门MACAO MO马来西亚MALAYSIA MY毛里求斯MAURITIUS MU墨西哥MEXICO MX尼泊尔NEPAL NP荷兰NETHERLANDS (HOLLAND) NL新西兰NEW ZEALAND NZ尼日尔NIGER NE尼日利亚NIGERIA NG挪威NORWAY NO巴基斯坦PAKISTAN PK 巴拿马PANAMA PA巴拉瓦PARAGUAY PY秘鲁PERU PE菲律宾PHILIPPINES PH 葡萄牙PORTUGAL PT沙特阿拉伯SAUDI ARABLA SA赛舌尔SEYCHELLES新加坡SINGAPORE SG南非SOUTH AFRICA ZA西班牙SPAIN (ESPANA) 斯里兰卡SRI LANKA苏里南SURINAME SR斯威士兰SWAZILANDSZ瑞典SWEDEN (SVERIGE) SE 瑞士SWITZERLAND (SUISSE)泰国THAILAND TH汤加TONGA TO特立尼达和多巴哥TRINIDAD AND TOBAGO突尼斯TUNISIA美国UNITED STATES OF AMERICA U.S.A乌拉圭URUGUAY UY委内瑞拉VENEZUELA VE南斯拉夫YUGOSLAVLA YU扎伊尔ZAIRE ZR巴林BANGLADESH BH 孟加拉BERMUDA BD百慕达BRAZIL BM塞浦路斯CYPRUS捷克共和国CZECH REPUBLIC CZ多明尼加共和国DOMINICAN REPUBLIC DM埃及EGYPT EG芬兰FINLAND FI伊朗IRAN IR喀麦隆CAMEROON CM 直布罗陀GIBRALTOR GI哥伦比亚COLOMBIA CO 巴布亚新几内亚NAPUA NEW GUINEN PG南朝SOUTH KOREN叙利亚SYRIA SY坦桑尼亚TANZANIA TZ 土耳其TURKEY TR赞比亚ZAMBIA ZM津巴布韦ZIMBAWE ZW 也门共和国YEMEN REPUBLIC YE。

FO-SOP-020-前台接待无预定散客入住登记程序

6.在登记表上填写姓名、房号、入住和离店日期，询问是否有贵重物品并引导填写表格。请客人在RC单上签字，并留下联系方式。
7.确定付款方式：
1）现金：计算所需的押金数额，收取现金并开收据，提醒客人保管好，在退房时交还。
2）信用卡：使用POS机获得信用卡预授权，请客人签字并核对签字模式。
3）所有费用挂账/转账：必须月结单位才能挂账，请客人在签名字样单上签字并留下联系电话。
后附无预订散客Check in情景模拟格式：
先生/小姐，下午好，请问您需要开房吗？。
请问您有预定吗？（没有）请问您是几位住呢？我们这里有带阳台的景观房，带麻将机的休闲房，装修豪华的套房，现在执行淡季房价打七折的优惠活动，每个房间都赠送2人的中式自助早餐。。。。。。。。。请问您喜欢哪种房间呢？（我想先看看房间）好的，这边由大堂副理带您参观房间。
我们这里有带阳台的景观房带麻将机的休闲房装修豪华的套房现在执行淡季房价打七折的优惠活动每个房间都赠送中式自助早餐
前厅部政策及程序
FRONT OFFICE DEPT POLICIES & PROCEDURES
制度：前台接待无预订散客入住登记程序
目的：高效而礼貌地为有预订情礼貌的问候客人。
2.若客人没有预订，应询问客人需求，主动介绍房间类型、特点、房价及酒店的优惠项目，尽量高价售出。
3.若客人要求折扣，可依据客人所住天数和房间数量，据权限而定。
4.在客人确定入住之后，请客人出示证件填写入住登记表和扫描。同时开始以姓名称呼客人。
5.扫描客人的有效证件，并及时上传给公安局。
4）支票：根据财务规定收取。
8.准备房卡，声明房号和退房时间，向客人交代早餐事宜。
9.向行李员介绍客人名字，并祝愿客人住店愉快。由行李员负责拿行李，带领客人到房间，并简单介绍客房的设施设备。

酒店专业英语词汇

酒店专业英文及缩写GM--- GENERAL MANAGER总经理DGM--- DUTY GENERAL MANAGER副总DOR--- DIRECTOR OF ROOMS客务部总监AM--- ASSISTANT MANAGER大堂经理（住店时投诉可以找的人）FIN--- FINANCE财务部DOF--- DIRECTOR OF FINANCE财务总监DOM--- DIRECTOR OF SALES & MARKETING销售部总监FO--- FRONT OFFICE前厅部FOM--- FRONTOFFICEMANAGER前厅部经理FD--- FRONTDESK前台CONC--- CONCIERGE礼宾部BC--- BUSINESS CENTER商务中心(不同于B.C.---BEFORECHRIST)公元前CL--- CLOUB LOUNGE行政酒廊HC-- HEALTH CLUB健康中心TC--- TICKET CENTER票务中心F&B--- FOOD&BEVERAGE餐饮部ENG--- ENGINEERING工程部HK--- HOUSE KEEPING客房部HR--- HUMAN RESOURCES人力资源部平均房价指数ARI:AverageRateIndex;CTP营业利润贡献:ContributiontoTradingProfit;GOP总经营利润:GrossOperatingProfit;RevPAR平均每间可卖房间的收入:RevenuePerAvailableRoom;RGI收入产生指数:RevenueGenerationIndex;GSTS宾客意见调查系统:GuestSatisfactionTrackingSystem;ESPS员工满意度调查:ESPS=EmployeeSatisfactionPulseSurvey;TQM全面质量管理:TQM=TotalQualityManagement;QES质量评估系统:QES=QualityEvaluationSystem;PMS酒店经营管理系统:PMS=PropertyManagementSystem;SOP(标准经营程序):SOP=StandardOperatingProcedures;KNR重要公司协议价:KNR(KeyNegotiatedRate);LNR"当地"公司协议价:LNR(LocalNegotiatedRate);RFP合作协议申请:RFP=RequestforProposal;FIT(散客):FIT=FullyIndependentTraveler;DND(请勿打扰):DND=DoNotDisturb;VIP(非常重要的人)：VIP=VeryImportantPerson;IBP(综合经营计划)：IBP=IntegratedBusinessPlan；VCRO预订中心的预订系统：VCRO=VirtualCentralReservationOffice酒店常用术语：接待处用语：入住CHECK-IN C/I退房CHECK-OUT C/O预订BOOKING、RESERV ATIONBKG预期抵店ARRIV AL、DUTEINARL提前抵达EARL YARRIV AL预期离店DEPARTURE、DUTEOUTDEPT 确认CONFIRMATIONCONFIRM再次确认RE-CONFIRMRE-CFRM取消CANCELLATIONCANCELL订金DEPOSIT价格RATERTE价钱PRICE封房BLOCK续住EXTENSIONEXTEN客类：顾客、宾客CLIENT、GUEST散客W ALKINW/I、FIT团队GROUPGRP商务客COMMERCIALGUESTCOMMGST 商务合同CORPORA TECONTRACT长住客LONGSTAYGUESTL/SGST贵宾VERYIMPORTANTPERSONVIP旅行社TRA VELAGENTTVLAGT自用房HOUSEUSEH/U公司COMPANYCOM付帐(动)PAY付帐(名)PAYMENT]信用卡CREDITCARD现金CASH尽快ASSOONASPOSSIBLEASAP资料INFORMA TIONINFM电话TELEPHONETEL传真FACSIMILEFAX电传TELEXTLX电报CABLECBL地址ADDRESSADD复印(机)COPY(MACHINE)网络INTERNET电脑COMPUTER打印机PRINTER机票FLIGHTTICKET打字TYPING充电CHARGEABA TTERY充电器CHARGER留言MESSAGE内播电影IN-HOUSEMOVIE对方付费电话COLLECTCALL酒店帐HOUSEACCOUNTH/A国内长途------IDD国际长途------DDD市内电话CITYCALL分机EXTENSIONEXTN服务台COUNTER唤醒服务W AKEUPCALL叫早服务MORNINGCALL请勿打扰DONOTDISTURBDND天气WEATHER出租车TAXI面包车VEHICLE中巴COACH报纸NEWSPAPER信件MAIL电视TELEVISIONTV背景音乐BACKGROUNDMUSIC小酒吧MINIBAR冰箱REFRIGERATOR客房保险箱MINISAFE/PERSONALSAFE吹风筒HAIRDRYER电热水壶ELECTRICHEATINGKETTLE中央空调INDIVIDUALCONTROLLEDAIR-CONDITION洗衣LAUNDRY干洗DRY-CLEANING熨烫V ALETSERVICE失物招领LOSTANDFOUND早餐BREAKFASTB’FAST美式早餐AMERICANBREAKFASTABF欧陆式早餐CONTINENTALBREAKFASTCBF 东方式早餐ORIENTALBREAKFASTOBF午餐LUNCHLNH晚餐DINNERDNR人民币------RMB港币------HKD美元------USD按摩MASSAGE蒸汽浴STEAMBATH邻近房ADJOININGROOM付款方式ADV ANCEPAYMENT礼仪AMENITY住房平均价格A VERAGEROOMRATEA.R.R 收款的指令BILLINGINSTRUCTION取消CANCELLATION不收费房COMPLIMENTARYCOMP连通房CONNECTING续住EXTENSION加床EXTRABED预报FORECAST客人帐单GUESTFOLIO管家部报表HOUSEKEEPINGREPORT加入JOIN-IN超过退房时间LATECHECK-OUT记事本LOGBOOK净价NETRATE坏房OUTOFORDERO.O.O包价PACKAGE长包房PERMANENTROOM门市价RACKRATE登记REGISTER登记卡REGISTRA TIONCARD转房ROOMCHANGE房价ROOMRATE房间种类ROOMTYPE团体住房名单ROOMLIST同住SHAREWITH旅行社TRA VELAGENT升级UPGRADE空房V ACANTROOM贵宾VERYIMPORTANTPERSONV.I.P营业利润贡献ContributiontoTradingProfitCTP总经营利润GrossOperatingProfitGOP平均每间可卖房间的收入RevenuePerAvailableRoomRevPAR 收入产生指数RevenueGenerationIndexRGI宾客意见调查系统GuestSatisfactionTrackingSystemGSTS员工满意度调查EmployeeSatisfactionPulseSurveyESPS全面质量管理TotalQualityManagementTQM质量评估系统QualityEvaluationSystemQES酒店经营管理系统PropertyManagementSystemPMS(标准经营程序)StandardOperatingProceduresSOP重要公司协议价(KeyNegotiatedRate)KNR当地"公司协议价(LocalNegotiatedRate)LNR合作协议申请RequestforProposalRFP散客FullyIndependentTravelerFIT综合经营计划IntegratedBusinessPlanIBP预订中心的预订系统VirtualCentralReservationOfficeVCRO部门DEPARTMENTDEPT职位POSITIONPOS行政办EXECUTIVEOFFICEEO财务部FINANCEDEPARTMENTFIC会计部ACCOUNTINGACCT采购部PURCHASINGDEPARTMENTPD酒水仓BEVERAGESTORE食品仓FOODSTORE日用品仓GENERALSTORE市场及销售部SALES&MARKETINGDEPARTMENTS&M 前厅部FRONTOFFICEDEPARTMENTF.O(F/O)管家部HOUSEKEEPINGHSKP洗衣房LAUNDRYROOMLR布草房LINENROOM游泳池SWIMMINGPOOL餐饮部FOOD&BEVERAGEDEPARTMENTF&B中餐厅CHINESERESTAURANTCHNREST西餐厅WESTRESTAURANTWESTREST日本餐厅JAPANESERESTAURANT大堂吧LOBBYBAR送餐部ROOMSERVICERMSVC宴会中心BANQUETCENTRE会议厅CONFERENCEHALL管事部STEW ARD娱乐部ENTERTAINMENTDEPARTMENTENT夜总会NIGHTCLUB桑拿SAUNA健身中心HEALTHCENTRE美容美发中心BEAUTY&BARBERCENTRE保龄球室BOWLINGBALL工程部ENGINEERINGDEPARTMENTENG保安部SECURITYDEPARTMENTSEC人力资源部HUMAN&RESOURCESDEPARTMENTHR 培训部TRAININGDEPARTMENT员工饭堂STAFFCANTEEN员工宿舍STAFFDORMITORY医务室CLINICROOM图书馆LIBRARY前厅各分部：接待处RECEPTIONRECP行政楼层EXECUTIVEFLOORE/F询问处INFORMATIONINFM订房部RESERV ATIONRESV总机房OPERATOR/TELEPHONEROOMOPT礼宾部CONCIERGECON商务中心BUSINESSCENTREBC大堂副理ASSISTANTMANAGERAM车队TRANSPORTA TIONTRA账务处CASHIER、ACCOUNTINGDESK大堂LOBBY楼层FLOOR/F后勤办公室BACKOFFICE员工通道STAFFENTRANCE国内长途------IDD国际长途------DDD市内电话CITYCALL分机EXTENSIONEXTN服务台COUNTER唤醒服务W AKEUPCALL叫早服务MORNINGCALL请勿打扰DONOTDISTURBDND天气WEATHER出租车TAXI面包车VEHICLE中巴COACH报纸NEWSPAPER信件MAIL电视TELEVISIONTV背景音乐BACKGROUNDMUSIC小酒吧MINIBAR冰箱REFRIGERATOR客房保险箱MINISAFE/PERSONALSAFE吹风筒HAIRDRYER电热水壶ELECTRICHEATINGKETTLE中央空调INDIVIDUALCONTROLLEDAIR-CONDITION洗衣LAUNDRY干洗DRY-CLEANING熨烫V ALETSERVICE失物招领LOSTANDFOUND早餐BREAKFASTB’FAST美式早餐AMERICANBREAKFASTABF欧陆式早餐CONTINENTALBREAKFASTCBF东方式早餐ORIENTALBREAKFASTOBF午餐LUNCHLNH晚餐DINNERDNR人民币------RMB港币------HKD美元------USD按摩MASSAGE蒸汽浴STEAMBATH邻近房ADJOININGROOM付款方式ADV ANCEPAYMENT礼仪AMENITY住房平均价格A VERAGEROOMRATEA.R.R收款的指令BILLINGINSTRUCTION取消CANCELLATION不收费房COMPLIMENTARYCOMP连通房CONNECTING续住EXTENSION加床EXTRABED预报FORECAST客人帐单GUESTFOLIO管家部报表HOUSEKEEPINGREPORT加入JOIN-IN超过退房时间LATECHECK-OUT记事本LOGBOOK净价NETRATE坏房OUTOFORDERO.O.O包价PACKAGE长包房PERMANENTROOM门市价RACKRATE登记REGISTER登记卡REGISTRA TIONCARD转房ROOMCHANGE房价ROOMRATE房间种类ROOMTYPE团体住房名单ROOMLIST同住SHAREWITH旅行社TRA VELAGENT升级UPGRADE空房V ACANTROOM贵宾VERYIMPORTANTPERSONV.I.P营业利润贡献ContributiontoTradingProfitCTP总经营利润GrossOperatingProfitGOP平均每间可卖房间的收入RevenuePerAvailableRoomRevPAR 收入产生指数RevenueGenerationIndexRGI宾客意见调查系统GuestSatisfactionTrackingSystemGSTS员工满意度调查EmployeeSatisfactionPulseSurveyESPS全面质量管理TotalQualityManagementTQM质量评估系统QualityEvaluationSystemQES酒店经营管理系统PropertyManagementSystemPMS(标准经营程序)StandardOperatingProceduresSOP重要公司协议价(KeyNegotiatedRate)KNR当地"公司协议价(LocalNegotiatedRate)LNR合作协议申请RequestforProposalRFP散客FullyIndependentTravelerFIT综合经营计划IntegratedBusinessPlanIBP预订中心的预订系统VirtualCentralReservationOfficeVCRO酒店房态英语（一）1、VC（VacantClean）空房2、VD（VacantDirty）走客房3、OD（OccupiedDirty）未做住客4、OC（occupiedclean）已做住客5、O.O.O(OutOfOrder)待修房6、ECO(EstematedCheckOut)预计退房7、NS（NoSmoking）无烟房8、S/O(SleptOut)外睡房9、D/L(DoubleLock)双锁房酒店房态英语（二）10、DND(DoNotDisturb)请勿打扰11、MUR(MakeUpRoom)请即打扫12、RS(RefuseService)拒绝服务13、N/B(NoBaggage)无行李14、L/B(LightBaggage)少行李15、VIP（VeryImportantPeople）重要客人16、LSG(LongStayingGuest)长住客17、C/O(CheckOut)结帐18、C/I(CheckIn)入住房间种类typesofrooms双人房doubleroom标准房standardroom双床房twinroom高级房superiorroom豪华房deluxeroom行政房executiveroom套房suite普通套房juniorroom高级套房seniorsuite总统套房Presidentialsuite朝南的房间aroomfacingsouth公寓套房studioroom连通房connectingroom相邻房adjoiningroomeconomyroom(ER)经济间standardroom(SR)标准间superiorroom(UR)高级套房standardsuit(s)套间deluxeroom(DR)豪华间presidentialsuit(PS)总统套房ES:en-suite套房FS:familysuite家庭套房TR:twinroom带两张单人床的房间DR:doubleroom带一张双人床的房间IS:imperialsuite皇室套房PS:presidentialsuite总统套房SD:suitedeluxe高级套房jUS:uniorsuite简单套房MS:minisuite小型套房HS:honeymoonsuite蜜月套房PS:penthousesuite楼顶套房UR:unmaderoom未清扫房ON:onchange待清扫房。