前台术语(中文)

Front Office Terminology and Abbreviation
Adjoining Rooms 相邻房
Two (2) separate rooms with a common wall.
共有一堵墙的相邻房
Advance Deposit 预付定金
Payment in advance on an account prior to the guest’s arrival in order to assure a room being held after 6:00pm and guarantee reservation.
在客人预到前，为确保房间得以保留至六点后，而支付的担保定金
Allowance 减免
A reduction in the guest’s bill (folio) resulting from either unsatisfactory service or a posting error.
可能由于客人对服务的不满或抛帐错误而产生的账单冲减
Arrival Date抵店日期
The day a guest is expected to register with the hotel.
客人预计到店日期
Arrival Time到店时间
The latest hour by which a guest plans to register for a room.
客人预计抵店登记入住时间
Average Rate平均房价
The average number of dollars derived from the sale of rooms. This is calculated by dividing total room revenue by the number of room sold. The rate should be net rate exclusive breakfast and room surcharges.
酒店销售房间的平均价格。

以当日所有房费收入除以卖出的房间数来计算。

房费总收入必须是去除早餐和服务费的净价。

Availability可卖房
Denotes a conditional status of rooms. “Space available” means a room can be obtained through reservation or registration.
是指房间可以出售。

“可卖房”意味着房间可做预订或登记入住。

Back To Back背靠背分房
This is when one group is brought into the hotel just as another group is ready to depart. 房间在仍被占用的情况下，根据其离店的日期预先将该房排给同一天有预定的客人，所谓的房间套房间。

Blocked锁房
A reservation for which a specific room has been reserved.
提前为有预定的客人锁定房间。

Bucket Check客人挂牢的查索
Verification that information on registration cards is identical to information of the computer.
为确保所有客人挂牢的信息与电脑系统信息一致，以确保没有任何遗失或错漏。

Call Accounting电话计费系统
Computer system that tracks guest telephone calls.
跟踪客用电话使用的系统
Cancellation Number取消预订号
Number given to a customer who is canceling a guaranteed reservation. The number appears on the Computer Screen when a reservation is cancelled.
取消担保预订时给客人的一个号码，这个号码会在预订取消时的电脑屏幕上显示。

Check In登记入住
Refer to C/I. The formalities attendant to arrival at a hotel including signing of registration card.
登记入住，是指客人到店时的办理手续，包括在入住登记单上的签字。

Check In Time入住时间
Hotel standard check in time is 14:00.
按照国际惯例，酒店的入住时间是14：00.
Check Out退房
Refer to C/O. The formalities attendant to departure of the guest and the settlement of the account.
退房，是指客人结账离店的办理手续。

Check Out Time退房时间
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. A late check out is approved, must be noted in the departure time field.
按照国际惯例，酒店的退房时间是中午12：00。

只有优悦会的会员可以根据酒店实际出租情况适当延房至下午14：00，最晚可延到16：00但需要酒店管理层的批准。

延房批准后，必须在离店时间栏里注明。

City Ledger挂账
A guest’s account that is no longer active in the Front Office but is still active in accounts receivable in the Accounts Department.
任何予以挂帐处理的客账不允许在前台系统里暂存，应及时转至财务的应收部。

Cooperate Rate协议价
A special discounted room rate offered to a person who is frequent hotel guest. Also referre d to as the “Business Rate”.
给酒店常住客的特殊折扣价，也被称做商业价，合同价。

Commissioned Sales返佣销售
Sales made by a travel agent to which the hotel must pay a commission for the booking. 旅行社的代理销售，酒店需要支付其佣金。

Complimentary Rate免费房价
A room provided to the guest at no charge. This is normally done as a promotion of business or good will.
给客人提供的不用付费的房间。

通常用于商业促销或者馈赠。

Confirmed Reservation确认预订
A reservation request that confirmed by telephone or mail prior to the guest’s arrival at the hotel.
在客人到店前通过电话或邮件确认的预订请求。

Confirmation确认函
Record of reservation information mailed to a guest.
发给客人的关于预订信息的确认函
Connecting Room连通房
Two (2) rooms with a common door the others than the hallway door.
两个被打通的房间，在共用的墙上有道共用的门，必要时可打开使用，平时可锁住。

COT
Baby’s bed.
婴儿床。

Daily Count每日数据
Record the number or arrivals and departures and the total number of rooms to sell.
预抵、离店及酒店可卖房等的数据记录
Day Use日用房
Same day arrive and depart, not stay over in the hotel. The rate needs to be posted manually.
当天来当天走，不在酒店过夜，并且房费需要手工录入的房间。

Departure Date离店日期
The date the guest is scheduled to check out of the hotel.
客人预定离开酒店的日期。

Direct Bill直接汇票
An account with a debit that is sent to the Accounting department for billing. These must be approved in advance by the Credit Manager.
账目可以直接支付到酒店财务部的付费方式，但必须事前得到信贷经理的批准。

DNA
A guest with a time arrival reservation (6:00pm) who does not arrive. (Do Not Arrive) 有预抵时间的预订却没有到店
Double Room双人房
Two (2) people in one room.
两人住一间房
Early Arrival早到
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 assigned a room or asked to check any bags and return at a later time when rooms are ready.
这个术语是在我们通常所说的入住时间前到店的客人。

取决于当时房间可用情况，可以给客人分房或是建议客人寄存行李，稍后有干净房间再来办理入住。

ETA
Estimated Time of Arrival.
预计到店时间
ETD
Estimated Time of Departure.
预计离店时间
F.I.T散客
Frequent Individual Traveler. A guest who comes to the hotel as a non-affiliated group member.
到店的不属于团队的客人
Folio账单
Record of guest charges and transactions.
客人费用和交易的记录
Forecast预报
A weekly report that forecasts the next two (2) weeks percentage of occupancy.
预计下两周入住率的周报表
Full House满房
All rooms occupied; no rooms left for sale.
所有房间都有客人入住，没有房间可以销售。

Grand Master Key万能钥匙
Key that will open all hotel doors and pin out locks.
可以开酒店所有房间门的钥匙，包括机械锁的门。

Group Room Block团队分房
Specially assigned group of rooms for a Sales Department group.
专门为团队分房间
GTD担保
Guaranteed.
GTD No Show未到的担保预订
A guest with a guaranteed reservation who does not arrive.
有担保的预订但没有到店
Guaranteed Reservation担保预订
A reservation whose payment is guaranteed is the event of a no show. These are made by approved companies or credit card information.
为防止不到店而提前付款的担保预订。

是需要有公司认可或信用卡信息的。

House Use自用房
Room is occupied by the hotel senior management who is staying in the hotel and room with no rate.
酒店高级管理层住的房间，房间是免费的。

Late Charge追收
A hotel charge that arrives at the front desk for billing after the guests have checked out. 酒店委托银行收取已退房客人的帐目
Late Arrival晚到
A guest with a reservation who expects to arrive after the cut-off hour and so notifies the hotel accordingly.
客人预计在18：00以后到店，并告知酒店。

Long Staying Guest长住客
A guest stays in the hotel continuously and exceeds 15days.
客人在酒店连续居住超过15天
Market Code市场代码
Codes established for different markets using our hotel.
为不同市场而建立的代码
Master Account (Master Folio) 主帐
One folio prepared for group on which all group charges are accumulated.
为抛团队帐而设立的假房
Master Key万能钥匙
Will open almost all doors in the hotel but will not open pin out locks.
能开酒店大部分房门的钥匙，但不适用与仅有机械锁装置的房门。

MOD值班经理
Manager On Duty; the individual legally in charge of the hotel in the absence of the General Manager.
在总经理不在时可以代为执行决策管理酒店的经理
Multiple多人房
Room with more than two (2) occupants.
房间内2人以上入住
No Show未到店
A reservation which is not honored and the hotel were not notified to cancel.
没有通知酒店的未到店的有预定的房间。

OOO
Out Of Order room.
维修房（大修）
OOS
Out Of Service room.
维修房（小修）
Occupancy入住率
The ratio of occupied rooms to the total number of available rooms.
有客人入住的房间占总可用房的比率
Overbooking超预订
The practice of committing more guest rooms than are available as hedge against no shows.
未降低那些有预订却可能不到店入住的几率，在允许的情况下而做的超预订。

Package包价
Loosely, an advertised tour. This includes plans for honeymoons, Escape Weekends, tours to a single destination which includes prepaid transportation, accommodation, and some combination of other tour elements, etc.
宽泛地说是宣传促销旅行的一种方式，包括蜜月旅行、周末度假等。

提前支付包括交通费，房费及其他的旅游费用等。

Pre-Assign预先分房
Reservation to which the room number is assigned by the room blocking process recorded on the registration card.
提前给预订选好房号
Pre-Blocking预先锁房
Setting aside of a specific room for same day occupancy by the Front Desk or for a future date by the Reservations Department.
前台根据预订部未来几天预定情况及出租率，前台预先锁定特定的房间。

Pre-Paid预付
Full amount of room and tax paid by the guest before checking in, or during stay. Also called Paid-In-Advance.
在入住前支付所有房费和税金，也称作提前付费。

Pre-Registration预先登记
A reservation that has been pre-assigned and checked into the system prior to the guest’s actual arrival.
在客人实际到店前预先做好资料登记工作。

Rack Rate挂牌价
The official tariff as established or posted by the hotel for each room.
酒店房间的官方定价
Rebate减免
A credit adjustment to a guest account, debit adjustment to revenue.
客人账目的减免
Registration Card住宿登记单
Also known as signature card. Records pertinent.
Reinstate激活
To re-establish a guest record or folio which has been checked out or canceled of the system?
在系统C/O后或预订取消后重新建立客人的记录或账单。

Reservation预订
The process of reserving a room for a specified period of time.
在指定的时间订房
Room Block锁房
A specific room held in advance for a particular reservation.
为某一预订提前保留某一房间
Rooming List房单
The list of names furnished by a group in advance of their arrival and used by the hotel to pre-register and pre-assign the party.
团队住房单。

酒店用来在客人到店前分房、登记等。

Safe Deposit Box保险箱
A metal box at the Front Desk available to registered guests for safekeeping of items.
在前台的可以为住店客人保管贵重物品的金属箱子
Share同住但有两个账号
Two (2) persons in one room maintaining separate accounts.
两人住一间房，分别付账。

Skip未结帐离店
A guest who vacates the hotel room without checking out or having arranged a settlement of the account.
客人已离店但没来前台结账
6 PM Release 6点取消预定
A 6:00pm reservation indicates arrival prior to 6:00pm. Also referred to as a Time Arrival. At 6:00pm the reservation is automatically cancelled.
酒店业行规是未作担保的预订一般会保留至18：00，18：00以后若客人未来并客房率很高的前提下，预订自动取消。

Sleeper
A room, which is reported occupied by housekeeping but Vacant with Front Office.
客房报表显示房间有客人入住，但前台显示是可用空房。

Sleep Out外宿
A room that is taken, occupied, and paid for, but not slept in.
房间钥匙被拿走，房费已付，但房间实际无人住。

Split分离
One reservation for multiple rooms/multiple names.
一个预订分成多个预订
Stay Over客人住店过夜超过一天以上
A guest who remains overnight.
T/A旅行社
Travel Agent.
Time Arrival到店时间
All reservations will hold estimated time of arrival.
所有的预定都有预到时间
Traveler's Check旅行支票
Pre-paid checks which function as cash.
提前付款买到的支票，做现金用。

Triple三人房
A room occupied by three people; a double bed plus a roll away, or two beds and a roll-away.
房间有三个人住。

一张大床加一个加床或是两张床加一个加床。

Turn Away拒绝客人预定
To refuse a reservation or walk in business because no rooms are available.
由于没有可用房而拒绝的客人预订
Under Booking错误预定已满信息
An erroneous belief that al l the hotel’s rooms are sold when in reality they are not.
酒店所有房间都已出售，但实际上并没有的错误信息。

Wait List等候名单
Record of guests who are awaiting confirmation of wait reservations.
等候预订客人的名单
Walk In散客
A guest who arrives at the hotel without a reservation.
没有预订直接上门的客人，并且用的是前台最优弹性价。

Walked Guest安排外送客人
A person with a guaranteed reservation that the hotel is unable to honor and must be accommodated elsewhere.
有担保的预订客人入住时酒店满房，酒店需安排客人入住其他同等档次酒店。

Wake Up Call叫醒电话
Telephone calls placed by the operator to wake the guest at his or her requested time.
由宾客服务中心设置的，在客人要求的时间提供叫醒服务。

Weekly Forecast每周预报
Report stating the arrival and departure figures and the expected occupancy of the hotel. 预计到店、离店、入住率的报表
ABF: American Breakfast 美式早餐
AD: Advance Deposit 預收定金
ADD: Address 地址
A/R: Accounting Receivable 應收部
ARR: Arrival 到店
AUTH: Authorization 授權
A/E (AX): American Express 美國運通卡
CBF: Continental Breakfast 歐陸式早餐
C/C: Credit Card 信用卡
Cc: Carbon Copy 抄送
CHBF: Chinese Breakfast 中式早餐
CHQ: Cheque 支票
CHRG: Charge 收費
C/I: Check In 入住
CO.: Company 公司
C/O: Check Out 退房
COMP: Complimentary 免費
CON: Concierge 禮賓部
CTA: Charge To Agency 掛旅行社賬
CTC: Charge To Company 掛公司賬
CXL: Cancel 取消
DC: Diners Club 大萊卡
DDD: Domestic Direct Dialing 國內直撥長途
DEP: Departure 離店
Dept: Department 部門
DF&B: Director of F&B 餐飲總監
DLX: Deluxe 豪華
DNC: Do Not Change 請勿更改
DND: Do Not Disturb 請勿打擾
D/O: Due Out 預退房
DOB: Date Of Birth 出生日期
DOS&M: Director of Sales & marketing 市場營銷總監DOF&BS: Director of Finance & Business Support 財務總監DOHR: Director of Human Resources 人力資源總監DOR: Director of Rooms 房務總監
Dr.: Doctor 博士
EAM: Executive Assistant Manager 行政助理經理
EDC: Electronic Data Capture 信用卡讀卡機
EDP: Electronic Data Processing 電腦部
EH: Executive Housekeeper 行政管家
ENG: Engineering 工程部
EOD: End of Day 系統換天
ETA: Estimated (Expected) Arrival 預抵
ETD: Estimated (Expected) Departure 預離
F&B: Food & Beverage 餐飲部
F.I.T: Free Individual Traveler 散客
FO: Front Office 前廳部
FOC: Free of Charge 不收費
FOM: Front Office Manager 前廳部經理
GC: General Cashier 總出納
GH: Guest History 客史資料
G/L: Guest Ledger 客賬
GM: General Manager 總經理
GRP: Group 團隊
GTD: Guarantee 擔保
GW: Great Wall Card 長城卡
HFA: Hold For Arrival 等候抵店
HFC: Hold For Check In 等候入住
HK: Hong Kong 香港
HR: Human Resources 人力資源部
HSE: House Use 酒店自用房
HSKP: Housekeeping 客房部
ID: Identification Card 身份證
IDD: International Direct Dialing 國際直撥長途電話INCL: Include 包括
IOU: I Owe You 欠條
IT: Information Technology 信息技術
MC: Master Card 萬事達卡
M/C: Morning Call 叫早服務
MOD: Manager On Duty 行政總值班
NA: No Answer 無應答
NB: No Baggage 無行李
NDP: No Deposit 無需押金
No.: Number 號碼
N/S: No Show 應到未到的預定
OCC: Occupied 占用
OBF: Oriental Breakfast 亞式早餐
OJ: Orange Juice 橙汁
OT: Overtime 加班
PA: Public Area 公共區域
PABX: Private Automatic Branch Exchange 程控交換機P/B: Pay By 由…付款
PCR: Priority Club Reward 優悅會
P/F: Pay For 给…付款
PKG: Package 包價
POA (P/A): Person Own Account 自付PP: Passport 護照
PR: Public Relation 公關部
PSB: Public Security Bureau 公安局
P/U: Pick Up 接機
PUR: Purchasing 采購部
PYMT: Payment 付款方式
RA: Room Attendant 客房服務員
RC: Registration Card 住宿登記單
RD: Road 路
Reced: Received 收到
RM: Resident Manager 駐店經理
Rm: Room 房間
RO: Reservation Order 預定單
RS: Room Service 客房送餐服務RSVN: Reservation 預訂部
RT: Rate 價格
SEC: Security 保安部
S/O: Sleep Out 外宿
S&C: Sales & Catering 市場銷售部SMKG: Smoking 吸烟
SPC: Special 特別
SUP: Superior 高級
T/A: Travel Agent 旅行社
TBA: To Be Advised 等待通知
T/C: Traveler’s Cheque 旅行支票
TG: Tour Guide 導遊
TL: Tour Leader 領隊
TWN: Twin 雙人房
VHR: Voucher 憑證
VS: VISA Card 維薩卡
VC: Vacant Clean 乾淨的空房
VD: Vacant Dirty 臟的空房
11。