酒店专业词汇表
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temporary basis 长期或暂时的被占用的无收入的客房
In-house guest 在店客人 All guest that are registered with the hotel 所有在酒店登记在册的住客
Layout 布置 Different table and chair set up style like Theatre style, Classroom style, U-shaped and Boardroom, etc. 房间桌椅的不同摆放形式：剧场式，教室式，U型台 和董事会议室等。
具有相似消费或旅行目的的顾客群（比如商务散客，旅游团体等）
Complimentary amenities 免费客用品 E.g. shampoo, soap and shower gel etc.比如洗发液，香皂和浴液等。
Corporate Contract 商业合同 Agreement under which a company has an agreed rate. 与公司客户签定的合同价格及条款
Head - 部门总监 / 部门经理 Assistant Manager- 副经理 Supervisor-主管
Captain-领班 Attendant-服务员 Hostess-迎宾员 Bartender-吧员
WaitHale Waihona Puke Baidur/Waitress -男女服务员 Order taker-接单员 Secretary - 秘书
CCTV 保安监控系统
Check in / Check out 登记入住 / 结帐退房 All transactions completed for renting and vacating a room. 入住房间及离店退房时的所有手续
Client Segment 客户分类 Grouping of customers with similar purchasing or traveling attitudes (e.g. business individuals, leisure groups)
Double room 大床房 Room with a double bed 带有一张大床（双人床）的房间
Express Check-out 快速结帐 Range of services enabling an accelerated check-out. 加快结帐速度的服务
Extra bed 加床 A portable single bed which can accommodate an
Long stay 长住客 All stay which is above 14 days will be entitled to the long stay rate or benefits.所有入住酒店超过14天以上的客人可以享 受长住的优惠价格或措施。
Management Team 管理层 It includes hotel GM, DGM, RM, Division Heads and Department
Hotel Positions酒店职位
GM-General Manager-总经理 RM-Resident Manager-驻店经理 DGM-Deputy [‘depjuti ] General Manager -副总经理 DH-Division Heads (Director) / Department
Day use 白天用房 Room used during the day time.只用于白天的客房
Deposit 押金 Sum of money paid on account to confirm a reservation. 支付用于确认预订的一笔钱
Discount 折扣 Percentage taken off from rack room rate or menu price, e.g.
travel agencies and airline companies to reserve airplane tickets, rent vehicles or book hotel rooms.(e.g. Amadeus, Galileo, Sabre , World spam, etc…) 电子预订系统，旅行社及航空公司用于预订机票，租用交通工具 或预订酒店客房。
B & B: Bed and Breakfast 住房与早餐
Block 保留（房间） Room or rooms that are being hold for the guest on a certain date. 在固定日期为客人保留房间
Brunch 早午餐 A meal served after breakfast but before lunch and taking the place of both. 在早餐时间之后和午餐时间之前的用餐，取代了早餐和午餐。
Heads.包括酒店的总经理，副总经理，驻店经理，部门总监和经理。
G.O.P：Gross Operating Profit 营业毛利润
Guest history 客史记录 Records showing details of guest’s previous visits to our hotel e.g. address,
length of stay, credit cards used, room preference, smoking or no smoking, etc. 显示客人以前入住酒店时所留下的信息记录，如地址，入住晚数，所 使用的信用卡种类，喜欢的房间类型，抽烟还是不抽烟等等。
contact i.e. Front Office, Food and Beverage department. 直接面对客人提供服务的部门，如前厅部，餐饮部等。
F/U：Follow up 跟进落实
FYI：For Your Information 敬请告之
G.D.S 全球分销系统 Global Distribution System. Electronic reservation system used by
Flip Chart 白纸板 Easel supporting a note-pad large enough to be seen from a distance 用于放置白纸的支架
Front of the house 酒店前台部门 Those parts of the hotel facility which the guest comes in direct
guest pays a higher price than the group guests)住房或用餐收入与可用房间数或餐厅 总座位数的比率。平均房价/ 人均消费的高低取决于顾客类别. （比如商务客人支付的价格就比团队客人要高）
Back of the house = Supporting Department 酒店后台支持部门（后线部门） Parts of the hotel with which the guest does not normally come into contact with i.e. Personnel, Housekeeping, Engineering, Finance, etc. 客人通常不直接接触的部门，如人事部，客房部，工程部和财务部等。
additional guest. Also known as roll-away bed. 提供给额外客人住宿的折叠床，也指带滑轮的床。
ETA / ETD： Expected to arrive / Expected to depart 预计抵达时间 / 预计离开时间
FIT：Frequent Individual Traveler 旅行散客
corporate rate, travel agent rate，etc. 在房间门市价或菜单公布价格基础上给予的优惠百分比，如公
司协议价，旅行社价格等等。
D.N.D 免打扰 A special request by guest who does not wish to be disturbed. 客人提出的不希望被打扰的要求
Glossary –Hotel Language 专业词汇表-酒店语 言
FO-Front Office-前厅部 Concierge- 礼宾部 FD-Front Desk-前台 Service Center-服务中心 Executive Floor- 行政楼层 Health Club-健身中心 PA-Public Area-公共区域 Floor-楼层 HSKP-Housekeeping-客房部 Laundry-洗衣房 Linen [‘linin]Room-布草房
H.A.C.C.P.：Hazard Analysis and Critical Control Points 风险分析及关 键控制得分
House use rooms 内部用房 Non-revenue producing guestrooms occupied either on a permanent or
A/C： Air Conditioning 空调
Account 客户 A company or individual which often consume in the hotel and is recorded in the database. 经常在酒店消费并已经记录在酒店客户档案中的公司或个人。
Locker Room 更衣室
F&B-Food & Beverage -餐饮部 Chinese Restaurant-中餐厅 Western Restaurant-西餐厅 Room Service-送餐部 Beverage-酒水部 Banquet 宴会 Kitchen-厨房 Stewarding-管事部 S&M-Sales & Marketing 市场销售部 PR-Public Relations公关部 Training-培训部 HR-Human Resources人力资源部
Cost of sales 销售成本 Cost of products consumed 消费产品的成品
Credit Card 信用卡 The card that a guest may use to charge for hotel services. I.e. American
Express, Visa, Master etc. 客人使用的用于支付酒店服务的银行卡，如美国运通卡，维萨卡和 万事达卡等等。
Clinic-医务室 Finance-财务部 IT / EDP Office-电脑房 Cost Control-成本控制 Receiving 收货部 Store Room-仓库 Cashier 收银 Purchasing-采购部 Engineering-工程维修 Security-保安部 Executive Office行政办公室
Allocation 房间分配 Room blocked / held for specific customer 房间预留给特定的客户
Amenity An item or gift for the guest with compliments from the Hotel. Liquor
[‘likə ], fruit basket, etc. 免费提供给客人的用品或礼物，如饮料或水果篮等。
ASAP： As soon as possible尽快
Average Rate / Check:平均房价/人均消费 Ratio between the accommodation / restaurant turnover and the number of rooms / covers. The amount of the average rate /check depends on guest segmentation.( e.g. the corporate
In-house guest 在店客人 All guest that are registered with the hotel 所有在酒店登记在册的住客
Layout 布置 Different table and chair set up style like Theatre style, Classroom style, U-shaped and Boardroom, etc. 房间桌椅的不同摆放形式：剧场式，教室式，U型台 和董事会议室等。
具有相似消费或旅行目的的顾客群（比如商务散客，旅游团体等）
Complimentary amenities 免费客用品 E.g. shampoo, soap and shower gel etc.比如洗发液，香皂和浴液等。
Corporate Contract 商业合同 Agreement under which a company has an agreed rate. 与公司客户签定的合同价格及条款
Head - 部门总监 / 部门经理 Assistant Manager- 副经理 Supervisor-主管
Captain-领班 Attendant-服务员 Hostess-迎宾员 Bartender-吧员
WaitHale Waihona Puke Baidur/Waitress -男女服务员 Order taker-接单员 Secretary - 秘书
CCTV 保安监控系统
Check in / Check out 登记入住 / 结帐退房 All transactions completed for renting and vacating a room. 入住房间及离店退房时的所有手续
Client Segment 客户分类 Grouping of customers with similar purchasing or traveling attitudes (e.g. business individuals, leisure groups)
Double room 大床房 Room with a double bed 带有一张大床（双人床）的房间
Express Check-out 快速结帐 Range of services enabling an accelerated check-out. 加快结帐速度的服务
Extra bed 加床 A portable single bed which can accommodate an
Long stay 长住客 All stay which is above 14 days will be entitled to the long stay rate or benefits.所有入住酒店超过14天以上的客人可以享 受长住的优惠价格或措施。
Management Team 管理层 It includes hotel GM, DGM, RM, Division Heads and Department
Hotel Positions酒店职位
GM-General Manager-总经理 RM-Resident Manager-驻店经理 DGM-Deputy [‘depjuti ] General Manager -副总经理 DH-Division Heads (Director) / Department
Day use 白天用房 Room used during the day time.只用于白天的客房
Deposit 押金 Sum of money paid on account to confirm a reservation. 支付用于确认预订的一笔钱
Discount 折扣 Percentage taken off from rack room rate or menu price, e.g.
travel agencies and airline companies to reserve airplane tickets, rent vehicles or book hotel rooms.(e.g. Amadeus, Galileo, Sabre , World spam, etc…) 电子预订系统，旅行社及航空公司用于预订机票，租用交通工具 或预订酒店客房。
B & B: Bed and Breakfast 住房与早餐
Block 保留（房间） Room or rooms that are being hold for the guest on a certain date. 在固定日期为客人保留房间
Brunch 早午餐 A meal served after breakfast but before lunch and taking the place of both. 在早餐时间之后和午餐时间之前的用餐，取代了早餐和午餐。
Heads.包括酒店的总经理，副总经理，驻店经理，部门总监和经理。
G.O.P：Gross Operating Profit 营业毛利润
Guest history 客史记录 Records showing details of guest’s previous visits to our hotel e.g. address,
length of stay, credit cards used, room preference, smoking or no smoking, etc. 显示客人以前入住酒店时所留下的信息记录，如地址，入住晚数，所 使用的信用卡种类，喜欢的房间类型，抽烟还是不抽烟等等。
contact i.e. Front Office, Food and Beverage department. 直接面对客人提供服务的部门，如前厅部，餐饮部等。
F/U：Follow up 跟进落实
FYI：For Your Information 敬请告之
G.D.S 全球分销系统 Global Distribution System. Electronic reservation system used by
Flip Chart 白纸板 Easel supporting a note-pad large enough to be seen from a distance 用于放置白纸的支架
Front of the house 酒店前台部门 Those parts of the hotel facility which the guest comes in direct
guest pays a higher price than the group guests)住房或用餐收入与可用房间数或餐厅 总座位数的比率。平均房价/ 人均消费的高低取决于顾客类别. （比如商务客人支付的价格就比团队客人要高）
Back of the house = Supporting Department 酒店后台支持部门（后线部门） Parts of the hotel with which the guest does not normally come into contact with i.e. Personnel, Housekeeping, Engineering, Finance, etc. 客人通常不直接接触的部门，如人事部，客房部，工程部和财务部等。
additional guest. Also known as roll-away bed. 提供给额外客人住宿的折叠床，也指带滑轮的床。
ETA / ETD： Expected to arrive / Expected to depart 预计抵达时间 / 预计离开时间
FIT：Frequent Individual Traveler 旅行散客
corporate rate, travel agent rate，etc. 在房间门市价或菜单公布价格基础上给予的优惠百分比，如公
司协议价，旅行社价格等等。
D.N.D 免打扰 A special request by guest who does not wish to be disturbed. 客人提出的不希望被打扰的要求
Glossary –Hotel Language 专业词汇表-酒店语 言
FO-Front Office-前厅部 Concierge- 礼宾部 FD-Front Desk-前台 Service Center-服务中心 Executive Floor- 行政楼层 Health Club-健身中心 PA-Public Area-公共区域 Floor-楼层 HSKP-Housekeeping-客房部 Laundry-洗衣房 Linen [‘linin]Room-布草房
H.A.C.C.P.：Hazard Analysis and Critical Control Points 风险分析及关 键控制得分
House use rooms 内部用房 Non-revenue producing guestrooms occupied either on a permanent or
A/C： Air Conditioning 空调
Account 客户 A company or individual which often consume in the hotel and is recorded in the database. 经常在酒店消费并已经记录在酒店客户档案中的公司或个人。
Locker Room 更衣室
F&B-Food & Beverage -餐饮部 Chinese Restaurant-中餐厅 Western Restaurant-西餐厅 Room Service-送餐部 Beverage-酒水部 Banquet 宴会 Kitchen-厨房 Stewarding-管事部 S&M-Sales & Marketing 市场销售部 PR-Public Relations公关部 Training-培训部 HR-Human Resources人力资源部
Cost of sales 销售成本 Cost of products consumed 消费产品的成品
Credit Card 信用卡 The card that a guest may use to charge for hotel services. I.e. American
Express, Visa, Master etc. 客人使用的用于支付酒店服务的银行卡，如美国运通卡，维萨卡和 万事达卡等等。
Clinic-医务室 Finance-财务部 IT / EDP Office-电脑房 Cost Control-成本控制 Receiving 收货部 Store Room-仓库 Cashier 收银 Purchasing-采购部 Engineering-工程维修 Security-保安部 Executive Office行政办公室
Allocation 房间分配 Room blocked / held for specific customer 房间预留给特定的客户
Amenity An item or gift for the guest with compliments from the Hotel. Liquor
[‘likə ], fruit basket, etc. 免费提供给客人的用品或礼物，如饮料或水果篮等。
ASAP： As soon as possible尽快
Average Rate / Check:平均房价/人均消费 Ratio between the accommodation / restaurant turnover and the number of rooms / covers. The amount of the average rate /check depends on guest segmentation.( e.g. the corporate