培训房务部专业术语中英文对照
房务中英翻译
01 前厅部概述(修改版)前厅部Front Office预定处Rooms Reservation问讯处Information or Inquiry 礼宾部Concierge商务中心Business Center接待处Check in收银处Cashier or Check-out电话总机Switch Board车队Taxi Service 02 预订管理(修改版)预定提前类预定Advance Reservation 确认类预定Confirmed Reservation 保证类预定Guaranteed Reservation收费方式欧洲式EPEuropean Plan美国式APAmerican Plan修正美式MAP Modified American Plan 通行方式欧洲大陆式CPContinental Plan欧陆式早餐Continental Breakfast百慕大式BPBermuda Plan美式早餐American Breakfast预订常用预订Reservation 更改amendment 取消cancellation备注remarks押金预付金deposit房价room rate房价不含room rate subject to 房价包含room rate inclusive of 服务费surcharge佣金commission超额预定客房虚耗spoiled room 预定取消cancel预定不到no show收益管理Yield Management升级销售up-sale03礼宾服务管理(修改版)walk in客人金钥匙Concierge04 总台接待管理(修改版)办理住宿登记checking in or C/I 总台接待员receptionist填写住宿登记表Registering填写房卡Hotel Passport制作客人账单Folio结账业务管理Check out业务楼层Executive Floor06 客户关系管理(修改版)大堂副理Assistant Manager宾客关系主任GROGuest Relation Officer 07 房价管理客房定价标准价门市价rack rate商务合同价协议价corporate rate团队价group rate折扣价discount rate小包价package rate免费Complimentary rate淡季价slack season rate 旺季价busy season rate 白天租用价day use rate已租出房间平均房价ADR average daily rate可售房间平均收益Rev PARrevenue per-available room 08 客房部概述(修改版)床的种类单人床Single bed 双人床Double bed大号双人床Queen bed特大号双人床King bed 折叠床Folding bed婴儿床Baby bed客房类型单人房Single Room 双人房Double Room，Standard Room三人房Triple Room套房Suite普通套房junior suite豪华套房deluxe suite总统套房presidential suite 09 客房组织管理(修改版)客房部分支机构宾客服务中心Guest Service Center 客房楼面Floor公共区域Public Area制服与布草房Linen Room 洗衣房Laundry Room客房部经理Executive Housekeeper楼层主管Floor Captain楼层领班Floor Supervisor客房服务员Housemaid or Houseman 客房定员Staffing10客房服务质量管理客房小酒吧服务Mini-bar 房餐服务Room service洗衣服务Laundry service干洗Dry cleaning 水洗Laundry service烫洗Pressing普通服务当天送回Regular service 快洗服务Express service托婴服务Babysitting。
酒店培训---专用术语(房务部)学习资料
Hotel Terminology (Rooms Division -- 605)酒店专用术语（房务部605个）Ｅ（26）early arrival 提前抵达Early Bird Report 每日营业报表EDP (Electronic Date Processing system) 电脑室electric fan 电扇electric jar 电热水壶electric plug 电源插头electric socket 电源插座elevator (=lift) (ref. Escalator)电梯（参：手扶升降梯）e-mail 电子邮件employee 员工、雇员employer 雇主Engineering Department 工程部entrance 通道entrance lamp 门廊灯envelope 信封eraser 橡皮ETA-Estimated Time of Arrival 预抵时间ETD-Estimated Time of Departure 预离时间European plan 欧洲式计价（房费不包餐）exchange rate （外币）兑换率exit 出口expected arrival 预抵客人extension cord 接线板expected departure 预离客人expending wallet (by date/alpha) 扩展式文件夹extra bed (ref. rollaway bed) 加床English –Chinese Dictionary 英汉词典Ｆ（31）face towel 面巾facsimile (=fax) 传真film 胶卷Finda 芬达fire alarm 火警fire control 防火fire exit plan 消防疏散图FIT-Foreign Individual Traveler 散客float (=cash float) 备用（现金）floor drain 地漏Floor Plan 楼层平面图floor tile 地砖flowchart 流程图fluorescent lamp 日光灯fluorescent pen (red/yellow/green) 荧光笔fly 苍蝇foam bath 泡泡浴folio (ref. bill) 帐单（参、bill）Food and Beverage Department (F&B) 餐饮部forecast 预测forwarding address 前往地地址frame 框free of charge (FOC) 免费freezer (=ice box) 制冰器fridge (refrigerator) 冰箱Front Desk 前台Front Office Department前厅部full house 满房full length mirror (for grooming check)镜子function （event）功能、活动furniture 家具Ｇ（9）glass wrapper 杯套garden 花园glue 胶水grand master key 总万能钥匙Great Wall Card (credit card) 长城卡guarantee (GTD) 担保gullet 地漏guest history 客人历史材料Guest Questionnaire 宾客意见书Ｈ（18）hairdryer 吹风机hand towel 手巾handkerchief 手绢handle 把手hanger (ladies and gentlemen) 衣架（女式，男式）hard cover book (long/short) 硬皮本heating 加热器hinge 合页high/peak season 旺季highlight pen (red, blue, green) 荧光笔hotel envelope/hotel letter paper 饭店信封/信纸hotel stationary酒店文具hot water flask (=vacuum flask) 热水瓶house account 免费帐house phone 内线电话House Use 内用房house count 房数Housekeeping Department客房部Ｉ（17）ice-cube 冰块ice-cube tray 冰块盘imprint machine （信用卡）刷卡器incentive (group) 奖励（团队）incident 意外事故Incognito 保密客人indefinite 不确定index book (by date/alpha) 索引（按日期/字母顺序排）Information Desk 问询处inspection 检查in house movie 闭路电视International Direct Dialing (IDD) 国际直拨电话invoice 收椐iron and board 熨斗和熨衣板ironing (=pressing) 熨衣ironing board 烫衣板I owe you (IOU) 欠条Ｊ（4）Jacket 夹克衫JCB Card (credit card) JCB卡（日本）join in 加入junior suite高级套房Ｋ（3）key card 钥匙卡kitchen 厨房knife (for envelope and cutting other paper)刀子Ｌ（22）lamp shade 灯罩Laser Printer 激光打印机late arrival 迟抵达late charges (=back charge) 追加收费laundry 洗衣laundry bag洗衣袋laundry list洗衣单layover passenger误机乘客light baggage轻行李light bulb 电灯泡liquor酒精living room (=sitting room)客厅linen 布巾,布草Lobby大堂Logbook 交接班本Lost and Found (L&F)失物招领low/off-peak season淡季luggage (=baggage)行李luggage rack行李架luggage sticker行李胶贴luggage tag行李牌luggage trolley行李车Ｍ（40）magazine杂志maps of Beijing and china 北京地图，中国地图magazine rack杂志架mail 邮件mail address 邮件地址mail box 邮件箱mailing fee 邮寄费用main door (=main entrance)正门maintenance 维修,维护make up room 打扫房间marble 大理石marker (blue/black)记号笔market市场market code 市场分类代码market mix 客人分类market research市场研究market segment市场划分massage 按摩master accounts 总帐master bill 总帐单Master Card (credit card) 万事达卡（美国）master folio 总帐单master key 万能钥匙matches 火柴mattress 床垫miscellaneous 杂费memo 备忘录menu 菜单message pad 留言簿mineral water 矿泉水mini bar (fridge) 小酒吧（冰箱）mini-bar voucher 小酒吧帐单moistener 湿度计mirror 镜子full length mirror 穿衣镜mop 拖布morning call (ref. wake up call) 叫早（参：叫醒）mosquito 蚊子mosquito screen 沙窗MTD-Month To Date月累计（到某日）Ｎ（12）nail brush 指甲刷National Cash Register (NCR) 收款机needle (<->thread) 针（反。
客房部专业用语
第一课客房部专业用语1、退房（Check out----C/O）:客人已结帐，但仍未打扫的客房。
2、空房（Vacant room---VAC）: 清洁的房间，随时可以出租的房。
3、封房（Blocked room/out of order room----OOO）:因维修或装修面不能出租的房间。
4、转房（Change room）:客人经酒店安排由所住房间搬到另一间房。
5、内部住房（House use---H.U）:房间为本酒店内所用。
6、有客房（Occupied room----OCC）:已有客人住的房间。
7、入住（Check in ）:客人刚抵达入住。
8、日租（Day use）:客人只入住半日，不过宿，要在当天离开房间。
9、报走（Expect departure）:根据客人入住填报资料，客人将会离开。
10、不出现的宾客（No show guest）:已订好房间，而没有抵达的客人。
11、外宿（Slept out----S/O）:客人租了房间，但没在房间内留宿。
12、贵宾（Very important person----VIP）:此类客人不同于一般散客或团体客，他们将受到特殊照顾，如提供某些免费食物，酒，花等。
13、无行李（NO Baggage---N/B）:房间已入住，但无客人的任何物品行李。
14、少行李（Light Baggage----L/B）:房间已入住，但只有少量用品，如：只有一件外套，衣物，或浴室用品，购物袋之类，需特别留意。
15、请勿打扰（Do not disturb-D.N.D）：房间门外挂有DND，如在下午2：00PM仍挂DND 应告知领班，由领班与客人联络。
16、不用服务（No need service----NNS）：客人拒绝任何清洁服务，需在工作表中填写并报告领班。
17、长住客（Long staying guest----LSG）：在酒店住宿超过一个月以上的客人。
18、常住客（Regular guest----- ）：经常来本酒店进住的熟客。
国际酒店专业中英文对照
酒店专业术语中英文对照HOTEL TELMINOLOGY CHINESE TO ENGLISHPart 1 部门及岗位名称行政及人力资源部Executive & Human Resources Division E&HR 人事部Personnel Department PD 质检培训部Quality Inspection & Training Department Q ID 后勤部Rear-Service Division RSD 市场推广及销售部Sales &Marketing Division S&M 公共关系部Public Relation Department PRD 财务部Finance Division FD 收银部Cash Division CD 成本部Cost-control Department CCD 会计部Accounting Division ACD 采购部Purchasing Department PD 电脑部Electronic Date Processing EDP 房务部Rooms Division RD 前厅部Front Office FO 管家部Housekeeping Department HSKP 洗衣房Laundry Room LR 保洁部Public Area PA 楼层Floor保安部Security Department SEC 康乐部Entertainment & Recreation Department E&R 工程部Engineering Department ENG 餐饮部Food & Beverage Department F&B 西餐厅West Restaurant WR 中餐厅Chinese Restaurant CRPart 2 职位名称职位英文英文缩写董事长Chairman of the Board COB董事长助理Board Assistant BA执行董事Executive Director EXD总经理General Manager GM副总经理Deputy General Manager DGM驻店经理Resident Manager RM总经理助理General Manager Assistant GMA顾问Adviser行政值班经理Manager on Duty/Executive on Duty MOD行政秘书Executive Secretary ES文员Clerk行政总监Administration Director ADD行政办公室主任Executive Officer EO人力资源部经理Human Resources Manager HRM培训部经理Training Manager TM培训主任Training Officer TRO 质检培训主任Quality Inspection & Training Officer QITO人事主管Personnel Supervisor PS车队主管Chief Driver CD文员Order Taker OT临时工Casual laborer司机Driver外籍职员Expatriate人事档案文员Personnel Filing Clerk宿舍管理员Dormitory Conservator厨工Kitchen Helper更衣室管理员Locker-room Conservator房务总监Director of Rooms Division DOR前厅经理Front Office Manager FOM客房经理Housekeeping Department Manager HSKD大堂副理Assistant Manager AM首席礼宾司Chief Concierge CC客务主任Guest Relation Officer GRO 接待主管Chief Receptionist CR 接待员Receptionist行政管家Executive Housekeeper EH 客房高级主管Senior Supervisor SS 楼层主管Floor Supervisor FS 楼层领班Floor Captain FC 洗衣房经理Laundry Manager LM PA主管PA Supervisor PS 客房服务员Room Attendant RA 礼宾部领班Bell Captain行李生Bellboy高级行李生Senior Bellboy门童/女门童Door man /Door girl技工Mechanic大烫工Flatwork Ironer小烫工Hand Ironer Presser平烫工Ironer干洗工Dry-cleaner水洗工Washer Extractor布草收发员Linen Attendant洗衣男工/女工Laundryman/ Laundrywoman女缝工、女裁缝Seamstress订房部文员Booking Clerk商务中心文员Business Center Clerk接线生主管Chief Operator接线生,总机Operator/Telephone Operator园丁Gardener保洁员Public Area PA 商场部主管Shop Supervisor商场营业员Shop Assistant餐饮总监Director of Food &Beverage DFB 餐饮部经理Food &Beverage Manager FBM 酒水部经理Beverage Manager BEM西餐厅主管Western Restaurant Supervisor WRS中餐厅主管Chinese Restaurant Supervisor CRS宴会部经理Banqueting Manager BAM宴会销售经理Banquet Sales Manager宴会销售主任Banquet Sales Officer BSO 宴会销售代表Banquets Sales Executive BSE 咖啡厅主管Coffee Shop Supervisor CSS酒吧主管Head Bartender楼面主任Head Waiter男/Head Waitress女HW楼面部长Captain送餐领班Room Service Captain迎宾员/咨客Hostess服务员Waiter男服务员,Waitress女服务员行政总厨Executive Chef EC中餐厨师长Sous-chef Chinese kitchen西餐厨师长Sous-chef Western kitchen西饼房主管Chief Baker CB配菜厨师Assembler高级厨师、名厨师Cordon Bleu点心师Dim Sum Maker传菜员Food Runner管事部领班Foreman备餐间领班Pantry Captain备餐员Pantry man酒吧侍应,酒吧招待Bartender酒吧男侍应Bar boy酒吧女侍应Barmaid高级酒吧侍者Senior Bartender调酒员Tap man茶艺师Tea Ceremony Keeper水台厨工Butcher砧板厨师Chopper洗碗工Dishwasher打荷厨师Food Distributor见习厨师Apprentice Cook厨房杂工Amah学徒Apprentice勤杂工Handyman洗菜工Vegetable Washer营业总监Director of Sales & Marketing DOS销售部经理Manager of Sales Department MOS宴会销售经理Banquet Sales Manager BSM销售经理Sales Manager SAM贵宾部经理VIP Manager VM公关部经理PR Manager PRM公关主任PR Officer PRO预定部主管Reservation Supervisor RS 销售代表Sales Executive SE团队联络员Group Co-Coordinator市场协调员Marketing Co-coordinator美术设计师Art Designer美工Artist工程总监Chief Engineer CE工程部经理Engineering Manager EM值班工程师Duty Engineer DE运行主管Operation Supervisor OS维修主管Repairing Supervisor RS运行领班Operation Captain OC维修领班Repairing Captain RC锅炉组长Boiler section head锅炉工Boiler man木工Carpenter强电组长Electrical Section Head电工Electrician弱电组长Electrics Section Head万能工Handyman空调技工Air-conditioning Mechanic机修组长Mechanic Section Head油漆工Painter电梯工Lift Operator客房维修组长Room Maintenance Section Head财务总监Financial Controller FC财务部经理Accounting Manager ACM总会计师Chief Accountant CA会计师Accountant成本控制主管Cost Controller COC采购部经理Purchasing Manager PM采购部主管Purchasing Officer PS前台收银主管Front Officer Cashier Supervisor FOCS电脑部主管EDP Supervisor EDPS总出纳Chief Cashier CC应付账款主管Accounts Payable Supervisor应收帐款主管Accounts Receivable Supervisor成本核算主管Costing Supervisor收货部主管Receiving Supervisor收入审计员Income Auditor查帐员、审计员Auditor收款员、出纳员Cashier网络维护员Network Administrator NA采购员Purchasing Agent PUA前台收银员Front Office Cashier FOC夜审Night Auditor NA 日审Day Auditor收货员Receiving Clerk仓管员Storekeeper康乐部总监Director of Entertainment & Recreation DER康乐部经理Entertainment & Recreation Manager ERM康体主管Entertainment Supervisor娱乐主管Recreation Supervisor康体领班Entertainment Captain娱乐领班Recreation Captain理发师Barber美容师Beautician美容服务员Beauty Salon Attendant救生员Lifeguard指甲修剪师Manicurist男按摩师/女按摩师Masseur/Masseuse教练TrainerDJ公主DJ Princess技师Masseur/Masseuse保安部经理Security Manager SM 保安部副经理Asst. Security Manager ASM 消防主管Fire control Supervisor警卫主管Security Supervisor保安员Security Guard所有部门总监/经理Department Head DHS 主管Supervisor SUP 领班Captain高级领班Senior CaptainPart 3 日常用语登记入住Check in C/I 退房Check out C/O 预计抵店Due in D/I 预计离店Due out D/O 到店、入住Arrival ARR 离店、离开Departure DEPT 房间Room RM 取消Cancel CXL 贵宾Very important person VIP 散客Free individual traveler FIT 自来客人Walk in W/I 已入住Occupy OCC 退房Vacant VAC 坏房自用房House use客人Guest GST预计抵店Expected arrival E/A 预计离店Expected departure E/D 延期、续住Extension EXT 入住登记单Registration card RC长包房Long staying L/S 日租、当日用房Day use D/U 早餐Breakfast BF折扣Discount DISC. 免费房Complimentary COMP. 账单、收据Voucher VR单独的Single SGL 双人的大床Double DBL 双人房两个床Twin TWN 与同行Travel with T/W 与同住、分开付款Share with S/W 加入Join in J/I 免收押金Waive deposit W/D 未交押金No deposit预计到达时间Expected time of arrival ETA 预计离开时间Expected time departure服务Service擦鞋服务Shoes shine开夜床Turn down唤醒服务Wake up婴儿看护Infant care婴儿床Baby cot失物招领Lost and found洗衣Laundry送餐服务/送餐部Room service RMSVC 陪同房Guide Room G/R 国际长途International direct dialing IDD 国内长途Domestic direct dialing DDD 高级的,资深的Senior SR初级的Junior JR合约价Contract rate CR要求Request REQ 押金Deposit DEP 已保证Guaranteed GTD 客人留言或邮件Mail& information M&I 备忘录Memorandum MEMO 传真Facsimile FAX 电话Telephone TEL 请Please PLS 谢谢Thanks TKS 跟办Follow up F/U 请勿打扰Do not disturb DND 勿查询Confidential CONF 保密入住Incognito INCO 轻便行李Light baggage L/B 无行李No baggage N/B 大量行李Heavy baggage H/B 套票Pack age PKG 不做房No need service NNS 预订未到No show N/S 转换Change CHG 换房Change room CHGRM 免收费Free of charge FOC 行政的Executive EXE 延迟退房Late check out L/C 半日租Half day charge HDC 全日租full day charge FDC 信件Letter LTR 有限的Limited LTD 公司Company CO. 已允许Permitted PER 升级入住Up grade U/G 预订Booking BKG 尽可能快、便捷服务As soon as possible ASAP聚会Party PTY 团队Group GRP 楼层Floor FL标准的Standard STD 豪华的Deluxe DLX 注意事项Attention ATTN 确认Confirm政策与程序Policies and procedures P & P 电传Telex TLX 抄送Corbin copy CC无房价No rate N/R 套房Suite STE 交班本Log book移动电话,手机Call phone紧急情况,突发事件Emergency津贴、补贴Allowance对外服务津贴Foreign Service Allowance年假Annual Leave任命；职务Appointment调职授权书Change of Status Authorization Form休息Day Off换休Trade Day Off补假Compensation Day Off降职Demote纪律；惩戒Discipline开除、解雇、免职Dismiss任务、责任、职责Duty当值；上班On Duty下班Off Duty班次表Duty Roster雇佣Employ为……所雇佣In the employ雇员；雇工Employee正式雇员Permanent Employee临时雇员Temporary Employee员工手册Employ Handbook每月优秀员工Employee of the Month年度优秀员工Employee of the Year员工表现评估Employee Performance Evaluation 求职申请表Employment Application Form雇用、聘用Engage行政人员Executive福利补贴Fringe Benefits专职工作Full-time Job节假日Holiday公众假期Public Holiday面试Interview被面试者Interviewee面试者Interviewer工作职责Job Description休假、假期、离职Leave病假Sick Leave有薪假期Paid Leave无薪假期Unpaid Leave离职To leave a job管理层级Management Hierarchy经理简称MGR Manager经理级人员Managerial Personnel人员配备Manning人员编制Manning Guide人力Manpower犯规通知书Misconduct Notice休息Off下班Off Duty办公室Officer职员签单Officer’s Cheek组织机构图Organization Chart加班Overtime专用自动电话交换机Private automatic branch exchange兼职工作Part-time job部分时间工作Work part-time工资、薪金Pay工资、薪金支票Paycheck出纳员Paymaster工资主任Payroll Officer养老金,退休金Pension退休金Retirement pension津贴、奖金Perquisite全体工作人员Personnel工作岗位Post晋升Promote打卡上、下班Punch in/out履历Record招聘、招工Recruit换班、替班Relief替班服务员Relief Maid换班者、替班者Reliever辞职；辞职书Resignation提出辞职To resign/To tender one’s resignation 退休；退职Retire/Retirement工资增长Rise工资、薪酬Salary月薪Monthly Salary年薪Annual / Yearly Salary工资调整Salary Adjustment / Review轮班；更期Shift两头班Broken早班Morning shift午班Afternoon shift夜班Overnight/Graveyard Shift工鞋Shoe员工；配备人员Staff待客员工Guest Contact Staff外籍员工Expatriate Staff本地员工Local Canteen员工餐厅Staff Canteen员工出口处Staff Entrance员工更衣室Staff Locker-room员工告示栏Staff Notice-board员工流失率Staff Turnover Percentage监督、管理Supervise/Supervision考勤卡Time Card打卡To punch time card考勤打卡机Time Clock钟卡考勤打卡机Timekeeper练习生、实习生Trainee调动工作Transfer制服Uniform空缺Vacancy辞去职位Vacate假期；休假、度假Vacation工资Wages精简员工Zero StaffingPart 4 房态术语入住房Occupied OCC 空房Vacant VAC 退房Check out C/O 做房Make up M/N 外宿Slept out S/O 外宿不在本地Out town OT 封房维修空房已清洁Vacant clean VC 空房未打扫Vacant dirty VD 住客房未清洁Occupied dirty OD 住客房已清洁Occupied clean OC 赶房Rush room ROPart 5 房间类型高级双人间Superior twin room ST 高级单人间Superior single room SK 豪华双人间Deluxe twin room DT 豪华单人间Deluxe single room DK 高级套间Superior suite SS 豪华套间Deluxe suite DS 商务套间 Executive suite ES。
酒店英语培训资料
一.、客房常用词汇：north 北south 南west 西east 东presidential suite 总统套deluxe suite 豪华套single room 单间executive suite 商务套standard(double)room 标准间junior suite 普通套assistant manager 大堂副理handicapped room残疾人用房cashier 收银员receptionist 接待员operator （总机）话务员telephone switchboard电话总机extension 分机bellman 行李员bowling保龄球housekeeping department客务部gymnasium 健身房room/housekeeper/floor attendant 客房服务员restaurant 餐厅the front desk/office前台lobby 大堂bell 门铃hall closet/wardro衣橱，壁橱peep hole窥视孔please make up room请打扫房间make up 整理hanger衣架spare pillow 备用枕头breakfast menu早餐单bathrobe 浴袍closet rods 衣柜挂杆clothes brush 衣刷flash light 手电筒laundry bag洗衣袋safety box 保险柜shoe horn 鞋把blanket 毛毯mini-bar 迷你吧ice-bucket 冰桶ice-clip冰夹glass 玻璃杯refrigerator 电冰箱mineral water矿泉水soft drink 软饮料free mineral water 免费矿泉水drink (beverage)饮料cup 茶杯mend缝补mineral water with compliment免费矿泉水lobby bar 大堂吧business floor bar商务酒吧trade mark/shop 商场business center商务中心reservation center预定中心morning call 叫醒服务meal voucher 就餐券laundry水洗floor 楼层laundry洗衣、洗衣房laundry service 洗衣服务dry-clean 干洗pressing 烫衣regular service 普通服务4-hour service 快洗服务cleaning list/form 洗衣单settee背椅furniture 家具express service快洗服务air-conditioning 空调PA(public area)公共区域sitting-room 客厅cushion靠垫chaise 躺椅couch双人沙发chain lock 防盗扣do not disturb 请勿打扰coaster杯垫plug 插头socket插座kettle 水壶drawer 抽屉baggage (luggage) rack行李柜，行李架shopping bag 礼品袋good night card 晚安卡television cabinet 电视柜program card 节目单TV remote control 遥控器desk 桌子mirror 镜子table lamp 台灯telephone电话机computer line 电脑线chair椅子service directory 服务指南ashtray 烟灰缸matches 火柴envelope 信封writing paper 信纸fax paper 传真纸post card 明信片sewing kit 针线包map 地图ballpoint pen 圆珠笔pencil 铅笔window窗户curtain 窗帘slipper拖鞋shoe shine clothe擦鞋布memo/note pad 便签bed床shampoo洗发液quilt 被子pillow 枕头shoe basket 鞋篮toilet卫生间bed table 床头柜alarm clock闹钟yellow page黄页night light 夜灯trash can 垃圾桶bed pad床垫bed sheet床单bed skirting 床裙pillow case枕头套smokedetector烟感器carpet/rug vacuum cleaner吸尘器wall lamp 壁灯ceiling lamp 吊灯ground lamp 落地灯bathroom 浴室fluorescent lamp 日光灯serving tray 托盘scale 体称hand towel 小方巾wash room 卫生间shower 淋浴bath towel 澡巾ground towel 地巾face towel 面巾hair dryer 吹风机bath tub 浴缸shower head淋浴头closet马桶tap 水龙头wash basin面盆towel rack 毛巾架marble table 大理石台面hanger衣架、挂钩wall telephone面包机bidet净身器flower vase 花瓶tissue paper dispenser面巾纸盒shower curtain 浴帘tissue/toilet paper卫生纸bath gel 沐浴液razor shaver剃须刀comb 梳子tooth brush 牙刷tooth past牙膏soap肥皂cotton swab 棉签tips小费emery board指甲锉sanitary bag 女宾袋shower cap 浴帽elevator lift 电梯fruitplate 果盘fruit knife (fork)水果刀（叉）ice cubes 冰块room card 房卡passport 护照deposit 押金charge收费price 价格Poker扑克night-club夜总会massage 按摩、桑拿boiling water开水newspaper报纸corridor走道trolley手推车Monday周一Tuesday周二Wednesday周三Thursday周四Friday周五Saturday周六Sunday周日January一月February二月March三月April四月May五月June六月July七月August八月September九月October十月November十一月December十二月Fine晴Overcast阴Snow雪Rain雨Cloudy多云FO前台Cashier收银Guest客人Telephoto电话Maintain维修Safety保险柜Cigarette香烟Nailhole指甲剪Forfex剪刀Socket插座Blower吹风机Charger充电器Keep secrecy保密Remote control遥控器Massage按摩Entertainment娱乐elevator电梯tea茶叶water bottle水壶for free免费safe-conduct安全通道reticle网线iron熨斗ironing board熨衣板map地图hot water热水fruit 水果shoeshine擦皮鞋drink饮料food食品bedsheet床单quilt cover被套bath robe 浴衣towel毛巾pillowcase枕套curtain窗帘ashtray 烟灰缸glass杯子tea-cap盖杯tea-box茶叶盒clothes-rack衣架the senice clamps服务夹noise菜谱close stool马桶broken electricity断电window窗户make water漏水lock 锁chair椅子light灯bathtub浴缸ice冰icebox/refrigeratory冰箱electric torch手电筒bed床dish盘子scoop勺子boud碗knife小刀fixing调料sugar糖salt盐shoeshine鞋油toecap鞋刷insect虫glue water胶水calculator计算器rule尺子stapler订书机inkpad印泥mouse鼠标do not disturb勿扰make up room打扫房间extra bed加床no need service不需要服务lost and found遗留物品plug插销二、客房服务常用短语：morning call service 叫醒服务room service 客房用餐服务dial outside call / internal call 拨打外线电话DDD(domestic distant dial)国内长途certainly 当然可以IDD(international distant dial ) 国际长途public phone 公共电话Room/floor attendant楼层服务员good morning早上好good afternoon下午好good evening 晚上好toilet needs 卫生用品check-out room 退房turn-down service 夜床服务by the way 顺便问一下door knob menu客房内的门把菜单don’t worry别担心please wait a moment 稍等I’m afraid not很抱歉、恐怕不行OCC(occupied) 住客房C/O(check out ) 走客房V(vacant)空房VD(vacant dirty )脏房OOO(out of order )维修房DND(do not disturb)勿扰房VIP(very important person)贵宾LSG(long staying guess)长住房Make up the room 打扫房间go ahead 您请说after you 您先请put …through to 往….转电话sign the bill 签单sign your name 签名Have a nice trip 旅途愉快good luck好运see you late/tomorrow再见、明天见It’s very kind of you!您真是太客气了！How do you do? 您好！（初次见面，回答同样用该句）welcome to our hotel欢迎光临！good bye 再见You are welcome / not at all / It’s mypleasure不用谢！thank you very much非常感谢I’m sorry 很抱歉Excuse me打扰一下！go upstairs/downstairs上楼/下楼This way please 这面请turn right/left 向右/左转go straight on 直走extra bed加床how are you？fine .thank you！andyou？您好吗?很好!谢谢!您呢??price list房价表general manager总经理deputy general manager副总经理general manager’s assistant总经理助理sales department 销售部executive office总经理办公室front office 前台部food and beverage department餐饮部personal department人力资源部shopping arcade商场financial department 财务部security department 安全部purchasing department采购部engineering department工程部三、客房服务常用对话：G: guest 客人R: room attendant 楼层服务员1.showing the guests to the room为客人带路R: Good morning, sir and madam. Welcome to International peace hotel!G: Good morning. Are you a room attendant?R: Yes, I can. What can I do for you?G: Yes. Where is room 2708,please.R: It’s along here. I can show you to your room.(after a while).Here it is.(The room attendant knocks at the floor first. opens it. and precedes the guests into the room and turns on the lights).This way ,please.G: Thank you very much.R: It’s my pleasure! And wish you have a nice trip in HeFei!2.Making up the room.Dialogue one:(The room attendant knock at the door. Then the door opened)R: Good morning! May I clean your room now?G: Well, Thank you! Please come back about 20 minutes.R: Sorry to disturb you. I will come back later. Have a nice day.Dialogue Two:R: Good morning, madam. May I come through, please?G: Good morning! It’s almost 11 o’clock. and my room hasn’t been made up it.R: I’m sorry, madam. I’ll be there as room as I finish this one.G: How along will it take? R: About 10 minutes.Dialogue Three:R: Good morning, sir and madam. May I do the turn-down service for you new?G: Oh, thank you! Would you tidy up a bit in the room? It’s quite a mess now.R: Yes, It’ll just be finished in a few minutes!(After a while)R: It’s growing, dark. Would you like me to draw the curtains and turn on the lights for you!G: Why not! That would be comfortable!R: And three are today’s newspaper, You can read it at anytime you want!G: Oh. Thank you so much!R: I’m always at your service! Good night!undry service.洗衣服务Dialogue one:G: Good afternoon! I want to have some laundry.R: Yes, sir. just leave it in the laundry bag and sign your name and room number on the laundry list. G: What can I get it back?R: Tonight at 6:00pm.by regular service./Since it is already 3:00pm.you can get them back before 12:00 at tomorrow noon. by regular service.G: Can it be more quickly?R: Express service is avail aide. You can get it back with 4 hours. but it’s 50% more than the regular service.G: OK, I’ll choose the express service!Dialogue two:R: Excuse me, Sir and Madam. Your clothes are ready. Will you see if they are all right?G: Very good.R: Here you are.G: Oh, How nice! Your hotel’s laundry service is excellent.R: Thank you !That’s just what we should do.4.RepairingDialogueG: Excuse me!R: Yes?G: Ah, I’m afraid tore is something wrong with the TV.I can’t turn it on.R: Well, There is a switch on the beddable, Did you turn on it?G: Yes, I’ve done is.R :I’m sorry. May I have a look at it?(Trying to fix it, but in rain)R: I’ll send for an electrician to have it repaired. Please wait just a few minutes. (She leaves the room. Five minutes later. There is a knock on the door).R: Housekeeping, May I come in?G: Yes.R: Good evening! We are going to check your TV set.(Electncian finishes the repairing)R :Dear sir, everything is OK now, Is there anything dse I can do for you?G: No, Thanks very much!R: It’s my pleasure .And with you have a sweet evening!Dialogue twoR: Good evening! What’s the matter sir? G: Air conditioner is not cool/heat enough.R: Well, Let me see! Oh, I’m sorry sir. We’ll contact with engineer department to send some one are up to cheek if for you.Dialogue threeG: There is no water in the shower head. Can you call someone to fix it for me.R: We’ll call the engineer immediately. I’m sorry for any inconvenience.5.Room serviceG: What would like to take our lunch in our room. Could you bring it here?R: Yes .Of course. Our hotel provides very good room service, sir.G: Very nice. When should me order our lunch?R: At any time you want. You may dial“2619”to call the room service section directly to order breakfast, lunch or dinner.G: By the way. What should we do with the plates when we finish eating?R: You can call me to clean it up, or just leave them outside you room.G: Oh, I see. Thank you.6.Miscellaneous servicesDialogue oneR: Good morning. Dear Madam!G: Good morning. Will you de me a favor?R: Sure.G: I’d like to have some glasses?R: How many would you like?G: Three.R: Yes, we’ll send them up right away.Dialogue twoG: The air in the room is stale. Can you do something about it?R: Do you mind if we spray air freshener?/ Do you mind me open the windows for a little whule. G: No go ahead!R: Thank you very much for you understanding!Dialogue threeG: Will you do me a favor? Miss?R: Certainly sir.G: This is my first visit to HeFei. I wonder if your hotel has the morning call service.R: Yes, sir. At what time do you want me to call your up?G: At 6:00 sharp tomorrow morning. please.R: What kind of call would you like. By phone or by knocking at the door?G: By phone. I don’t want to elistrub my neighbors.R: That’s very kind of you sir. Well, I’ll tell the operator to call you up at 6:00 tomorrow morning. G: Thanks!R: My pleasure, sir! Sleep well and have pleasant dreams.Dialogue FourR: Good morning. What can I do for you?G: Yes. I’d like to check out my room. But I want to have the breakfast first!R: Well, Is that any luggage in your room?G: Yes, a lot of luggage.R: I see. I’ll contact the bell service center to get you luggage there. And after you finish your breakfast. You can come to the Front desk to check out your room and get back your luggage directly!G: Wonderful! Thank you!R: You are welcome!Dialogue fiveG: I left my key in the room. Would you open the door for me?R: Sorry, Due to the security reasons. I can not open the door for you. Please contact the front desk. Dialogue sixR: Housekeeping. May I come in?G: Yes, What’s the matter?R: Your smoke detector is flashing, sir. Is the anything burning in your room!G: No, I’ve been smoking a cigar. That’s all.R: May I check your room sir!G: Sure, go ahead.(Checks the room)R: Thanks, sir. I’m sorry to have disturbed you.G: Oh. That’s all right.R: The detector is very sensitive. So if you smoke nest time, Please open the window.G: Oh, That’s all right.R: The detector is very sensitive. So if you smoke nest time. Please open the window.G: Thank you for your suggestion.R:I hope you can stay here happily. And anytime you need half. Just call me! See you!G: Thanks. Bye-bye.新增加部分：1.开门G: I’m the guest from 1817.And I left key in the room/My key isn’t available. Would you open thedoor for me?R: I’m sorry. Let me past you call. Thonght to the front desk. Then after they check the identity with you. I’ll call the attendant open the door for you. OK?2.G: When can I take my breakfast?R: You can have your breakfast on the second floor from 6:30am to 9:30am.3.G: I want to have two pokers?R: The pokey is at the price of 10 yuan a box in cash. Including 54 sheets. The ototle price is 10 yuan. Is that OK?4.G: I have to check out my room. And my room number is 1314.R: Well. Please go the front office on the first floor with you luggage. I’ll call the room attendant to cheek out your room.G: Hello. May I have two more cans of cola? My room number is 1211.R: Of course. I’ll call the altendant send it to you. Please sign your name and room number on the winelist.6.G: I’m the guest lived in room 2705 two ays before. And I cheeked my room yesterday. I want to ask whether the attendant have found a neck lace in my room.R: Please wait a moment. Lat me check it. Novo your necklace is kept in service center. You can get it back in three months with you indontity card.或：R: I’m sorry. We haven’t taken any nate about it. Please leave your phone number. After we seek the room again. We’ll contact with you.7.G: I want to get my clothes back.R: Well. What time did you have the laundry?G: At 四．简单的称谓：1．Sir:对不相识的男士的通称。
酒店客房英语培训课件
M：Mary 玛丽
G：Guest 旅客
M: （Knocking the door）Housekeeping.May I come in? 我是客房服务员，可以进来吗？ G:Come in, please. 请进！ M:Good evening, ma'am. May I do your room now? 晚上好，女士，我现在可以清理您的房间吗？ G:Sure.(Finish cleaning the room) 当然啦。 M:I' m done. Anything else,ma'am? 我做完了，还有什么事吗，女士？ G:No, thanks. 没有了，谢谢！
LOGO
句型精选
1、招呼和带领客人
A.Welcome to Dongming International Hotel! 欢迎您来东明国际大酒店！ A.May I see your room card? 我能看看您的住房卡吗？ A.Your room number, please? 请问您的房间号码是多少？ A.Follow me, please. 请跟我来！ A.Please watch your step. 请您小心走好！ A.Please take the lift on your left. 请您搭乘左边的电梯。
背景常识须知
I'm sorry to hear that.很抱歉听到这样的事。
I'll ask the engineer to check it. 我叫工程人员来检查。 It takes time to repair.修理需要时间。 Can you change a room for me?可以给我换个房间吗？ Would Room 3102 be alright?3102房间好吗？ Could you change a room,sir?先生，您换个房间好吗？ We are really sorry for this.我们实在是非常抱歉。
房务部专用术语
饭店----一个实体，其最基本的业务是为公众提供住宿设施。
餐饮服务、客房清洁服务、问讯服务、行李和迎宾服务、洗衣等服务。
门市客（Walk-in）----未经预定而进入饭店要求入住的宾客。
出租房（Occupied）----有宾客现时正入住着此房间。
免费房（Complimentary）----客房处于出租状态，但住客不需要付租金。
续住房（Stayover）----住客今天不离店，至少还会住一晚。
打扫房（On-change）----住客已离店，但客房处于尚未清扫完毕可供出租的状态。
请勿打扰房（Do not disturb）----住客要求不要打扰。
外出过夜房（Sleep-out）----住客开了房，但未使用。
未结帐房（Skipper）----住客未做结帐安排已离开了饭店。
空置房（Sleeper）----住客已结帐离开饭店，但是前厅员工未及时更改客房状态。
待售房（Vacant and ready）----客房已打扫并检查完毕可供出租给来店的宾客。
待修房（Out-of-order）----不能给宾客使用的客房，客房处于待修状态有许多原因，包括需要维护保养、重新装修以及彻底清扫。
双锁房（Lock-out）----客房被加了锁，住客因此不能进入，需要与饭店管理层澄清一些问题后才会恢复租用。
已结帐的在租房（D NCO did not checkout）----住客已对结帐做好了安排（所以不是未结帐房）但是离店前未通知前厅。
即将离店房（Due-out）----住客将于次日退房。
走客房（Check-out）----住客已结帐，交回了钥匙，离开了饭店。
延时离店房（Late check-out）----住客要求在饭店规定的离店时间以后退房，并以得到准许。
单人房（Single）----供一人住的客房。
可能有一张床或不止一张床。
双人房（Double）----供二人住的客房。
可能有一张床或不止一张床。
三人房（Triple）----供三人住的客房。
酒店人必知专用术语(中英文对照)!太全了……
酒店人必知专用术语（中英文对照）！太全了……酒店管理必知！当然，能够有些叫法不同而已。
比如：人事部是Personal Deparment ，而比拟罕见叫法是HR。
欢迎大家指正哦！➢Department：部门General Manager: GM 总经理Deputy Manager 副总经理Executive Office 总经理办公室Personnel Department 人事部Sales Department 销售部Public Relation Department: PR 公关部Front Office Department: FO 前厅部Housekeeping Department: HSKP 管家部Laundry Department 洗衣部Food and Beverage Department: F& B 餐饮部Account Department/Financial Department 财务部Purchasing Department 推销部Training Department 培训部Engineering Department 工程部Security Department 保安部Computer Ｒoom 电脑房Public area : PA 公共区域Duty manager 值班经理➢Address：称呼General Manager：GM 总经理Department Head：DH 部门经理Directory of sales： DOS 销售总监Front Office Manager： FOM 前厅经理Assistant FOM： AFOM 前厅副经理Assistant Manager：A 大堂副理Supervisor 主管Assistant Supervisor 副主管Captain/Shift Leader 领班Financial controller 财务总监➢Front Office Section 前厅各分部Reception： Recp (Receptionist) 接待处Reservation：Rsvn 订房部Concierge/Bell Ｃounter 礼宾部Operator：总机Business Center： BC 商务中心Front Ｏffice Ｃashier：FOC 前厅收银Transportation 租车效劳Mail & Information 邮件及问询➢Front Office Terminology 前厅术语Check-in: C/I 入住Check-out :C/O 退房Register/pre-registration 提早注销Registration Card：RC 注销卡Passport Number 护照号码Nationality 国籍Arrival Date：ARR 抵店日Departure Date：DEP 离店日Due out: DO 预离Room Rate： RM RT 房价Service Charge：SVC CHG 效劳费Government T ax 政府税收Single Room/King Size Bed：单人房Double Room/Twin Room 双人房Suite 套房Presidential Suite 总统套房Vacant Ready: VR 空净房Occupied Room： OC 占用房Out Of Order：OOO 坏房Occupied Dirty：OD 占用脏房Vacant Dirty：VD 空房脏房Assign：AS 分房Master Card/key 万能钥匙Lock Room 锁房Double Lock 反锁Skipper 跑单Discount： IS 折扣Tariff 房价Brochure 小册子Credit Card 信誉卡Deposit 按金Booking 预订Booking-Reservation 预订Message 留言Massage 按摩FaxCable 电挂Computer 电脑Telegram 电报Luggage/Baggage 行李Parcel 包裹Room Change 换房Safety Box / Safe Deposit Box 保险箱Cash 现金Signature 签名式样Guest Folio 客单Traveler’s Cheque (Check) 游览支票Foreign Exchange Service 外币兑换效劳Coffee Shop 咖啡阁Bar 酒吧Shopping Arcade 商场Health Center 安康中心Chinese Restaurant 中餐厅Western Restaurant 中餐厅Lobby 大堂Ball Room 舞厅Banquet Room 宴会厅Function Room 多功用厅Corridor 走廊Post Card 明信片Letter Paper 信纸Air Mail 航空邮件Courier Mail 急件Express Mail 快件Airport Pick-up 机场接送Assignment 分房Amenity 赠品Connection Room 相通房Adjoining Room 相邻房Advance Deposit 预付订金Bill/folio 账单Black List 黑名单Calculator 计算器Complaint 赞扬Complimentary 收费Commission 佣金Non-commissionable 非佣金的Driveway 车道Front Entrance 正门Room Key 房间钥匙Pigeon Hole 信箱Extension Number 分机号码Morning Call 叫醒效劳Wake-up Call 叫醒效劳Long Distance Call 长途Outside Call 外线Internal Call/Local Call 外部/本地Cancel (Cancellation) 取消Confirm(Confirmationg)：CFMD 确认Room Type 房间类型Waiting List 等候名单Sightseeting 观光Travel Agent 游览社Group Breakfast 集团早餐Meal Coupon 餐券Corporate Rate/Commercial Rate 商业客户价钱Corporate Account/Commercial Account 商业客户Conference Rate 会议价钱City Map 市内地图Flight Schedule 航班时辰表Forecast 预测Extra Bed 加床Guest Own Account 自付Guest List 主人名单Balance 差额House Account 公司账Hold for Arrival 预留Hospitality 礼貌Light Luggage(Baggage) 轻行李Late Charge 迟退收费Late C/O 迟退Lost &Found 失物认领处Master Card 万事达卡Manual Folio 主单Master System 手工操作Mini-bar 小冰箱Marble Floor 云石地板No-show 预定未到Out of Town 室外Mail Transfer M/T传递邮件Ｔransfer Accounts Check 信汇。
房务部常用英语词汇及酒店之常用术语
房务部常用英语词汇及酒店之常用术语服务台常用词汇management 经营、管理administration 管理、经营reservation desk 预订处reception desk 接待处information desk 问询处cashier’s desk收银处registration desk 入宿登记处accounting desk 帐务处lobby 前厅overbooking 超额订房check-out rime 退房时间business card 名片voucher 证件identification card(ID)身份证price list 价目表rate of exchange 兑换率check,cheque 支票traneller’s cheque旅行支票conversion rate 换算率bank draft 汇票interest 利息form 表格bill 帐单procedure fee 手续费reservation 预订procedure 手续程序market price 市价note 纸币coin 硬币tip 小费luggage label 行李标签luggage office 行李房…per cent 百分之………per thousand 千分之……reasonable (形)合理的spare (形)多余的cash (动)兑换 (名)现金postpone (动)延期keep (动)保留、保存cancel (动)取消sign (动)签字charge (动)收费accept (动)接受pay (动)付款fill (动)填写change money 换钱fill in (out) the form 填表电讯服务operator 电话员long distance 长途电话house phone 内部电话city phone 城市电话special line 专线receiver 听筒switchboard 交换台telephone directory(phone book)电话簿central exchange 电话总局telephone number 电话号码give somebody a call (a ring)call (ring) somebody up 打电话给某人phone (ring) up somebodydial a number 拨号码hold the line (hold on) 别挂电话replace the phone (hang up) 挂上电话can’t hear somebody 听不见can’t get through 打不通can’t put somebody through 接不通Line , please 请接外线The line is busy (engaged) 占线The connection is bad 听不清inland telegram 国内电报express telegram 加快电报ordinary telegram 普通电报special despatch 专电send a telegram(cable) 发电报The charge is3 fen per word 每字三分钱ordinary mail 平信express delivery 快件air mail 航空信postcard 明信片stamp 邮票commemorative stamp 纪念邮票a set of 一套printed matter 印刷品postal order 邮政汇票remittance 汇款registered letter 挂号信writing paper 信纸envelope 信封postage due 欠资registered fee 挂号邮资overweight charge 超重加费parcel 包裹paste 浆糊stick on the stamp 贴邮票客房设备、用品escalator 自动楼梯elevator , lift 电梯ground floor (英)底层,一楼first floor (英)二楼,(美)一楼second floor (英)三楼,(美)二楼floor 楼层,地板balcony door 阳台门table 桌子desk 书桌drawer 抽屉chair 椅子rocking chair 摇椅armchair 扶手椅counch (小)沙发easy-chair 安乐椅bedclothes 床上用品quilt 被子cotton quilt 棉被feather-quilt 鸭绒被blanket 毯子sheet 床单mattress 床垫pillow 枕头pillowcase 枕套bed cover , bedspread 床罩fabric 织物,织品drapery 织物carpet 地毯cushion 靠垫,垫子curtain 窗帘venetian blind 软百叶窗帘electric radiator 电暖炉refrigerator 电冰箱TV set 电视机couch , sofa (长)沙发tea table 茶几tea trolley 活动茶几bookshelf 书架bookcase 书柜wardrobe 衣柜night table 床头柜cabinet 橱柜bed 床single-bed 单人床double-bed 双人床baby cot(infant’s crib) 婴儿床head board 床头架folding screen 屏风carpentry 木器(总称) bedside lamp 床头灯wall lamp 壁灯lampshade 灯罩reading-lamp 台灯radiator 暖气片hanger 挂钩switch 开关plug 插头socket 插座,插口thermometer 温度计call button 传唤按钮spring 弹簧dressing mirror 穿衣镜thermos 热水瓶tea pot 茶壶coffee pot 咖啡壶milk jug 牛奶壶tray 托盘alarm clock 闹钟telephone 电话typewriter 打字机note-pad 便条簿transformer 变压器voltage 电压lamp 灯fluorescent lamp 日光灯standard lamp 落地灯pendant ,suspended lamp 吊灯oil painting 油画Chinese painting 国画ash-tray 烟灰缸vase 花瓶flower-stool 花盆架wastebasket 字纸篓drawing-room 客厅,休息室sitting-room 起居室study 书房bedroom 卧室wall-plate 壁上挂盘卫生间设备用品bath room 卫生间clothes rack 衣架bath robe 浴衣bath mat 浴室地席bathtub 浴盆,浴缸bath water 浴水bath soap 浴皂bath towel 浴巾plastic curtain 浴帘soap dish 肥皂盘towel shelf 毛巾柜towel rail 毛巾架towel 毛巾soap powder 肥皂粉soap flaske 肥皂片shower 莲蓬头bidet 净身盆wash basin 脸盆seat 座板plug 塞头cock (小)龙头tap 水嘴,龙头pipe 管子bracket 托架handle 拉手scales 磅秤cart 手推车Vacuum cleaner 吸尘器broom 扫帚mop 墩布dust-pan 簸箕washcloth 抹布laundry bag 洗衣袋floor-polisher 地板刷tiled wall 花砖墙shelf 搁板toilet mirror 梳妆镜dressing table ,vanity table 梳妆台frame 镜框detergent 清洁剂deodorant spray 除臭剂water-closet 抽水马桶lavatory seat 马桶座lavatory cover 马桶盖toilet paper holder 手纸架toilet paper 手纸tank 水箱sponge 海绵衣着用品sports wear 运动服hat 礼帽cap 便帽hood 风帽straw hat 草帽belt 腰带wallet 钱包zipper 拉链valuables 贵重物品travelling bag 旅行袋briefcase 公事包suitcase 手提箱rayon 人造丝linen 亚麻布silk 真丝fur 毛皮camel-hair 驼绒gabardine 华达呢vinylon 维尼纶leather 皮革poplin 毛葛velvet 天鹅绒polyester 晴纶。
客房部常用词汇培训
客房部常用词汇培训一、客房部常用词汇培训流程1、客房常用词汇（术语及词汇的讲解）2、简单英语会话二、客房部常用词汇1、客房状况术语Room Status房间状态Clean干净Dirty脏Vacant：空的VC Vacant Clean干净的空房，即OK房，可直接出售，安排客人入住OC Occupied Clean干净的住房或干净的占用房VD Vacant Dirty脏的空房OD Occupied Dirty未打扫干净的住房D/L Double Locked Door双锁的房间GRS Guest Refused Service客人拒绝服务C/I Check In入住的房间C/O Check Out离店的房间VIP Very Important Person非常重要的客人DND Do Not Disturbed请勿打扰OOO Out of Order严重坏房OOS Out of Server轻微坏房Discrepant Room矛盾房Sleep out:外宿房Skipper:未结帐即离房，逃帐房Light luggage room只带有少量行李的客房No luggage room无行李房Occupied：占用的，有人住Reservation statues预订状态Arrivals预抵；Arrived已到店Stay Over在店Due Out预离；2、房间类型（ROOM TYPE）术语：1)床具种类单人床（Twin-size Bed）；双人床（Double-size Bed）：包括大号双人床（Q ueen-s ize Bed）和特大号双人床（King-size Bed）隐蔽床（Murphy Bed）婴儿床（Baby Bed）加床（Extra Bed）Rollaway Bed2)客房类型单人间（Single Room）；标准间（Standard Room）：放置两张单人床，我国饭店的大多数客房属于这种类型；大床间（Double Room）：该房间放置一张双人床，一般适合夫妻或商务客人使用；新婚夫妇使用时，称“蜜月客房”；三人间（Triple Room）：一般是房内放置三张单人床，供三位宾客同时入住，属经济房间。
酒店行业中常用的专业英语词汇
酒店行业中常用的专业英语词汇I. 客房和设施A. 房间类型1. 标准间1)Standard Room - 标准间2)Single Room - 单人间3)Double Room - 双人间4)Twin Room - 双床间5)Queen Room - 大床间（通常指一张较大的床）6)King Room - 大床间（通常指一张特大号床）7)Room Amenities - 房间设施8)Bedding - 床上用品9)Ensuite Bathroom - 套间浴室10)Air Conditioning - 空调11)Heating - 暖气12)Television - 电视13)Mini Fridge - 小冰箱14)Desk - 书桌15)Chair - 椅子16)Wardrobe - 衣柜17)Luggage Rack - 行李架18)Room Service - 客房服务19)Housekeeping - 客房服务20)Wi-Fi Access - Wi-Fi接入2. 豪华间1)Luxury Room - 豪华间2)Deluxe Room - 豪华间3)Premium Room - 高级豪华间4)Executive Room - 行政豪华间5)Superior Room - 高级豪华间6)Luxury Suite - 豪华套房7)Executive Suite - 行政套房8)Presidential Suite - 总统套房9)Penthouse Suite - 阁楼套房10)Royal Suite - 皇家套房11)Grand Suite - 大套房12)Exclusive Suite - 独享套房13)Signature Suite - 特色套房14)Opulent Room - 奢华间15)Premier Room - 高级豪华间16)Luxury Room Amenities - 豪华间设施17)Luxury Room Features - 豪华间特色18)Luxury Room Decor - 豪华间装饰19)Luxury Room Service - 豪华间服务20)Luxury Room Experience - 豪华间体验3. 套房1)Suite - 套房2)Luxury Suite - 豪华套房3)Executive Suite - 行政套房4)Presidential Suite - 总统套房5)Penthouse Suite - 阁楼套房6)Royal Suite - 皇家套房7)Grand Suite - 大套房8)Junior Suite - 小型套房9)Family Suite - 家庭套房10)Duplex Suite - 复式套房11)Adjoining Suite - 相邻套房12)Connecting Suite - 连通套房13)Corner Suite - 角落套房14)Honeymoon Suite - 蜜月套房15)Signature Suite - 特色套房16)VIP Suite - VIP套房17)Exclusive Suite - 独享套房18)Spa Suite - 水疗套房19)Hospitality Suite - 欢迎套房20)Accessible Suite - 无障碍套房3. 单人间1)Single Room - 单人间2)Standard Single Room - 标准单人间3)Deluxe Single Room - 豪华单人间4)Superior Single Room - 高级单人间5)Executive Single Room - 行政单人间6)Premium Single Room - 高级单人间7)Single Occupancy - 单人入住8)Single Bed - 单人床9)Single Use - 单人使用10)Single Rate - 单人价11)Single Supplement - 单人附加费12)Single Room Reservation - 单人间预订13)Single Room Availability - 单人间可用性14)Single Room Request - 单人间要求15)Single Room Booking - 单人间预订16)Single Room Discount - 单人间折扣18)Single Room Configuration - 单人间布局19)Single Room Occupancy Rate - 单人间入住率20)Single Room Policy - 单人间政策4. 双人间1)Double Room - 双人间2)Twin Room - 双床间3)Queen Room - 大床间（通常指一张较大的床）4)King Room - 大床间（通常指一张特大号床）5)Standard Double Room - 标准双人间6)Deluxe Double Room - 豪华双人间7)Superior Double Room - 高级双人间8)Executive Double Room - 行政双人间9)Premium Double Room - 高级双人间10)Double Occupancy - 双人入住11)Double Bed - 双人床12)Double Use - 双人使用13)Double Rate - 双人价14)Double Supplement - 双人附加费15)Double Room Reservation - 双人间预订16)Double Room Availability - 双人间可用性18)Double Room Booking - 双人间预订19)Double Room Discount - 双人间折扣20)Double Room Amenities - 双人间设施B. 房间设施1. 床铺1)Bed - 床2)Single Bed - 单人床3)Double Bed - 双人床4)Twin Beds - 双床5)Queen Bed - 大床（通常指一张较大的床）6)King Bed - 大床（通常指一张特大号床）7)Bunk Bed - 双层床8)Trundle Bed - 拉床9)Murphy Bed - 墙床（可折叠收起的床）10)Sofa Bed - 沙发床11)Day Bed - 单人沙发床12)Futon Bed - 布团床（日式折叠床）13)Canopy Bed - 帷幔床14)Four-Poster Bed - 四柱床15)Platform Bed - 平台床16)Sleigh Bed - 雪橇床17)Adjustable Bed - 可调节床18)Hospital Bed - 医院床19)Cot - 小床（婴儿床）20)Air Mattress - 充气床垫2. 浴室1)Bathroom - 浴室2)Ensuite Bathroom - 套间浴室（即客房内部的私人浴室）3)Shower - 淋浴4)Bathtub - 浴缸5)Toilet - 厕所6)Sink - 洗手盆7)Mirror - 镜子8)Towel - 毛巾9)Toiletries - 洗浴用品10)Shampoo - 洗发水11)Conditioner - 护发素12)Body Wash - 沐浴露13)Soap - 香皂14)Toilet Paper - 厕纸15)Hair Dryer - 吹风机16)Bathrobe - 浴袍17)Slippers - 拖鞋18)Scale - 体重秤19)Bidet - 洗净器20)Towel Rack - 毛巾架3. 电视和娱乐设施1)Television (TV) - 电视2)Flat-Screen TV - 平板电视3)Smart TV - 智能电视4)Cable TV - 有线电视5)Satellite TV - 卫星电视6)Streaming Services - 流媒体服务7)Blu-ray Player - 蓝光播放机8)Gaming Console - 游戏机9)Video Games - 电子游戏10)Game Controller - 游戏手柄11)Board Games - 桌游12)Card Games - 纸牌游戏13)Books - 书籍14)Magazines - 杂志15)Music Player - 音乐播放器1)Air Conditioning (AC) - 空调2)Central Air Conditioning - 中央空调3)Room Air Conditioner - 房间空调4)HVAC System - 暖通空调系统5)Thermostat - 恒温器6)Cooling System - 冷却系统7)Heating, Ventilation, and Air Conditioning (HVAC) - 供暖、通风和空调系统8)Air Handler - 空气处理器9)Condenser Unit - 冷凝器单元10)Evaporator Coil - 蒸发器盘管11)Compressor - 压缩机12)Refrigerant - 制冷剂13)Ductwork - 风管系统14)Air Filter - 空气过滤器15)Ventilation Fan - 通风扇16)Air Duct - 风道17)Cooling Tower - 冷却塔18)Heat Pump - 热泵19)Chiller - 冷水机组20)Air Quality Control - 空气质量控制1)Heating - 暖气2)Central Heating - 中央供暖3)Room Heater - 房间加热器4)Radiator - 散热器5)Boiler - 锅炉6)Heat Pump - 热泵7)Baseboard Heater - 地板加热器8)Electric Heater - 电暖器9)Thermostat - 恒温器10)Heat Exchanger - 热交换器11)Furnace - 熔炉12)Hydronic Heating - 水暖供暖13)Underfloor Heating - 地暖14)Heat Vent - 暖气通风口15)Ductwork - 供暖管道16)Hot Water Radiator - 热水散热器17)Central Boiler System - 中央锅炉系统18)Gas Heater - 燃气加热器19)Heat Control System - 供暖控制系统20)Heat Recovery Ventilation (HRV) - 热回收通风C. 酒店设施1. 大堂1)Lobby - 大堂2)Reception Area - 接待区3)Front Desk - 前台4)Concierge Desk - 礼宾台5)Bell Desk - 行李服务台6)Check-in Counter - 办理入住手续柜台7)Check-out Counter - 办理退房手续柜台8)Guest Services - 客户服务9)Information Desk - 信息咨询台10)Waiting Area - 候客区11)Seating Area - 座位区12)Lobby Lounge - 大堂休息区13)Business Center - 商务中心14)Wi-Fi Zone - Wi-Fi 区域15)Meeting Point - 集合点16)Concierge Services - 礼宾服务17)Valet Service - 代客泊车服务18)Porter - 行李员19)Hotel Lobby Bar - 酒店大堂酒吧20)Decor - 装饰风格2. 接待处1)Front Desk - 前台2)Reception Desk - 接待处3)Check-in Counter - 办理入住手续柜台4)Check-out Counter - 办理退房手续柜台5)Guest Services Desk - 客户服务柜台6)Concierge Desk - 礼宾台7)Information Desk - 信息咨询台8)Reservation Desk - 预订台9)Guest Relations Desk - 客户关系柜台10)Key Card Issuance - 发卡处11)Bell Desk - 行李服务台12)Valet Desk - 代客泊车服务台13)Lost and Found - 失物招领处14)Business Center - 商务中心15)Tour Desk - 旅游咨询处16)Currency Exchange - 货币兑换处17)Complaints Desk - 投诉处18)Feedback Counter - 反馈柜台19)VIP Check-in Counter - VIP办理入住手续柜台20)Express Check-out - 快速退房服务3. 餐厅1)Restaurant - 餐厅2)Fine Dining Restaurant - 高级餐厅3)Casual Dining Restaurant - 休闲餐厅4)Buffet - 自助餐5)Café - 咖啡厅6)Bar - 酒吧7)Lounge - 休息厅8)Dining Area - 就餐区9)Private Dining Room - 私人包厢10)Outdoor Dining - 户外用餐11)Kitchen - 厨房12)Chef - 厨师13)Sous Chef - 副厨师14)Cook - 烹饪员15)Waiter/Waitress - 服务员16)Host/Hostess - 主持人/女主持人17)Menu - 菜单18)Wine List - 酒单19)Table Setting - 桌面布置1)Bar - 酒吧2)Lounge Bar - 休息厅酒吧3)Cocktail Bar - 鸡尾酒吧4)Pub - 酒吧5)Sports Bar - 运动酒吧6)Wine Bar - 葡萄酒吧7)Beer Bar - 啤酒吧8)Pool Bar - 游泳池酒吧9)Rooftop Bar - 屋顶酒吧10)Whiskey Bar - 威士忌酒吧11)Champagne Bar - 香槟酒吧12)Bar Counter - 酒吧柜台13)Bartender - 调酒师14)Barback - 酒吧助理15)Bar Stool - 酒吧高脚凳16)Bar Menu - 酒吧菜单17)Happy Hour - 欢乐时光18)Last Call - 最后呼叫19)Drink Specials - 特色饮品20)Bar Tab - 酒吧账单1)Swimming Pool - 游泳池2)Outdoor Pool - 室外游泳池3)Indoor Pool - 室内游泳池4)Lap Pool - 游泳池5)Kiddie Pool - 儿童游泳池6)Hot Tub/ Jacuzzi - 按摩浴缸/水疗浴缸7)Poolside - 游泳池旁8)Pool Deck - 游泳池平台9)Pool Bar - 游泳池酒吧10)Pool Towel - 游泳池毛巾11)Poolside Lounge Chairs - 游泳池边的躺椅12)Pool Maintenance - 游泳池维护13)Pool Rules - 游泳池规定14)Pool Lifeguard - 游泳池救生员15)Pool Temperature - 游泳池水温16)Pool Depth - 游泳池深度17)Pool Float - 游泳池浮板18)Pool Fence - 游泳池围栏19)Pool Pump - 游泳池水泵20)Poolside Service - 游泳池边的服务6. 健身房1)Fitness Center/Gym - 健身中心/健身房2)Gym Equipment - 健身器材3)Treadmill - 跑步机4)Elliptical Trainer - 椭圆机5)Stationary Bike - 动感单车6)Weightlifting Area - 举重区7)Free Weights - 自由重量器械8)Resistance Machines - 阻力器械9)Exercise Mat - 运动垫10)Stretching Area - 拉伸区11)Fitness Class - 健身课程12)Personal Trainer - 私人教练13)Fitness Assessment - 健身评估14)Locker Room - 更衣室15)Shower Facilities - 淋浴设施16)Towel Service - 毛巾服务17)Hydration Station - 补水站18)Fitness Schedule - 健身课程表19)Fitness Membership - 健身会员资格20)Fitness Center Policies - 健身中心规定1)Conference Room - 会议室2)Meeting Room - 会议室3)Boardroom - 董事会议室4)Function Room - 多功能厅5)Seminar Room - 研讨会室6)Training Room - 培训室7)Auditorium - 礼堂8)Banquet Hall - 宴会厅9)Exhibition Hall - 展览厅10)Breakout Room - 分组会议室11)Conference Facilities - 会议设施12)Audio-Visual Equipment - 音视频设备13)Projector - 投影仪14)Screen - 屏幕15)Microphone - 麦克风16)Podium - 讲台17)Whiteboard/Flipchart - 白板/翻页板18)Conference Call - 电话会议19)Catering Service - 餐饮服务20)Meeting Planner/Coordinator - 会议策划/协调人1)Banquet Hall - 宴会厅2)Ballroom - 舞厅3)Function Hall - 多功能厅4)Event Hall - 活动厅5)Reception Hall - 接待厅6)Dining Hall - 餐厅7)Grand Hall - 大厅8)Social Hall - 社交厅9)Wedding Venue - 婚礼场地10)Gala Venue - 庆典场地11)Conference Hall - 会议厅12)Exhibition Hall - 展览厅13)Meeting Space - 会议空间14)Party Room - 派对厅15)Cocktail Lounge - 鸡尾酒休息室16)Function Room - 功能室17)VIP Lounge - 贵宾休息室18)Venue Rental - 场地租赁19)Hall Decoration - 大厅装饰20)Catering Service - 餐饮服务II. 酒店服务A. 预订和登记入住1. 预订房间1)Room Reservation - 房间预订2)Booking - 预订3)Reservation Confirmation - 预订确认4)Check-in - 入住5)Check-out - 退房6)Room Type - 房间类型7)Room Category - 房间类别8)Room Rate - 房价9)Room Availability - 房间可用性10)Room Inventory - 房间库存11)Occupancy - 入住率12)No-show - 未到13)Cancellation Policy - 取消政策14)Early Check-in - 提前入住15)Late Check-out - 延迟退房16)Reservation System - 预订系统17)Booking Engine - 预订引擎18)Booking Confirmation Number - 预订确认号19)Group Booking - 团体预订20)Waitlist - 候补名单2. 入住登记1)Check-in - 入住2)Guest Registration - 客人登记3)Guest Check-in - 客人入住登记4)Registration Card/ Form - 登记卡/表格5)Identification - 身份证明6)Passport - 护照7)Driver's License - 驾驶证8)ID Card - 身份证9)Room Assignment - 房间分配10)Key Card/Room Key - 门卡/房间钥匙11)Welcome Package - 欢迎礼包12)Check-in Time - 入住时间13)Late Arrival - 晚到14)Early Arrival - 早到15)Express Check-in - 快速入住16)Front Desk - 前台17)Concierge Desk - 礼宾台18)Bellboy/Porter - 行李员/门童19)Room Inspection - 房间检查20)Check-in Procedure - 入住流程3. 结账1)Check-out - 退房2)Billing - 结账3)Payment - 付款4)Invoice - 发票5)Final Bill - 最终账单6)Settlement - 结算7)Payment Method - 付款方式8)Credit Card - 信用卡9)Debit Card - 借记卡10)Cash Payment - 现金支付11)Room Charge - 房费12)Additional Charges - 附加费用13)Incidental Charges - 杂费14)Mini Bar Charges - 迷你吧费用15)Telephone Charges - 电话费用16)Internet Charges - 上网费用17)Discounts - 折扣18)Receipt - 收据19)Refund - 退款20)Payment Confirmation - 付款确认B. 客房服务1. 房间清洁1)Housekeeping - 客房服务2)Room Cleaning - 房间清洁3)Housekeeper - 客房服务员4)Housekeeping Supervisor - 客房服务主管5)Cleaning Schedule - 清洁计划6)Cleaning Checklist - 清洁检查表7)Housekeeping Staff - 客房服务人员8)Turn Down Service - 整理服务9)Bed Making - 整理床铺10)Vacuuming - 吸尘11)Dusting - 擦拭灰尘12)Mopping - 拖地13)Trash Removal - 垃圾清理14)Linen Change - 更换床上用品15)Towel Replacement - 更换毛巾16)Toiletry Restocking - 补充洗漱用品17)Room Inspection - 房间检查18)Deep Cleaning - 深度清洁19)Sanitization - 消毒20)Cleaning Supplies - 清洁用品2. 补给品1)Amenities - 便利设施2)Toiletries - 洗漱用品3)Guest Supplies - 客房用品4)Complimentary Items - 免费用品5)Hotel Amenities - 酒店设施6)In-room Amenities - 客房设施7)Shampoo - 洗发水8)Conditioner - 护发素9)Body Wash - 沐浴露10)Soap - 香皂11)Lotion - 乳液12)Toothpaste - 牙膏13)Toothbrush - 牙刷14)Shower Cap - 浴帽15)Razor - 剃须刀16)Shaving Cream - 剃须膏17)Hairdryer - 吹风机18)Coffee/Tea Supplies - 咖啡/茶供应品19)Bottled Water - 瓶装水20)Snack Basket - 小吃篮3. 服务员1)Waiter/Waitress - 服务员2)Server - (美式英语) 服务员3)Host/Hostess - 主人/女主人4)Bartender - 调酒师5)Barista - 咖啡师6)Concierge - 礼宾员7)Bellhop/Porter - 行李员/门童8)Room Attendant - 房间服务员9)Housekeeper - 客房服务员10)Housekeeping Supervisor - 客房服务主管11)Housekeeping Manager - 客房服务经理12)Front Desk Clerk/Agent - 前台接待员/代理13)Receptionist - 接待员14)Doorman - 门童15)Valet - 代客泊车员16)Porter - 行李员17)Room Service Attendant - 客房服务员18)Sommelier - 品酒师19)Catering Staff - 餐饮服务人员C. 餐饮服务1. 早餐1)Breakfast - 早餐2)Buffet Breakfast - 自助早餐3)Continental Breakfast - 欧式早餐4)Full English Breakfast - 英式丰盛早餐5)American Breakfast - 美式早餐6)Brunch - 早午餐7)Breakfast Menu - 早餐菜单8)Breakfast Bar - 早餐吧台9)Breakfast Service - 早餐服务10)Breakfast Buffet Spread - 早餐自助餐11)Breakfast Selection - 早餐选择12)Continental Buffet - 欧式自助餐13)Hot Breakfast Items - 热食早餐项目14)Cold Breakfast Items - 冷食早餐项目15)Healthy Breakfast Options - 健康早餐选择16)Grab-and-Go Breakfast - 随取随走早餐17)Breakfast Hours - 早餐时间18)Breakfast Attendant - 早餐服务员19)Breakfast Specials - 早餐特色菜20)Breakfast Package - 早餐套餐2. 午餐1)Lunch - 午餐2)Lunch Menu - 午餐菜单3)Lunch Specials - 午餐特色菜4)Business Lunch - 商务午餐5)Set Lunch - 套餐午餐6)Buffet Lunch - 自助午餐7)Express Lunch - 快捷午餐8)Working Lunch - 工作午餐9)Lunch Hour - 午餐时间10)Lunch Break - 午餐休息时间11)Lunch Service - 午餐服务12)Lunch Reservation - 午餐预订13)Lunch Meeting - 午餐会议14)Takeout Lunch - 外卖午餐15)Lunch Buffet Spread - 午餐自助餐16)Healthy Lunch Options - 健康午餐选择17)Chef's Special Lunch - 主厨特色午餐18)Daily Lunch Special - 每日午餐特价菜19)Lunch Combo - 午餐套餐3. 晚餐1)Dinner - 晚餐2)Dinner Menu - 晚餐菜单3)Dinner Specials - 晚餐特色菜4)À la carte Dinner - 单点晚餐5)Fine Dining - 高档餐饮6)Gourmet Dinner - 美味晚餐7)Formal Dinner - 正式晚餐8)Casual Dinner - 休闲晚餐9)Dinner Service - 晚餐服务10)Dinner Reservation - 晚餐预订11)Dinner Buffet - 晚餐自助餐12)Chef's Dinner Special - 主厨晚餐特色菜13)Candlelit Dinner - 烛光晚餐14)Family Dinner - 家庭晚餐15)Private Dinner - 私人晚餐16)Themed Dinner - 主题晚餐17)Three-course Dinner - 三道菜晚餐18)Dinner Entertainment - 晚餐娱乐节目4. 自助餐1)Buffet - 自助餐2)Buffet Spread - 自助餐品种3)Buffet Table - 自助餐桌4)Buffet Service - 自助餐服务5)Buffet Area - 自助餐区域6)Buffet Counter - 自助餐柜台7)Buffet Menu - 自助餐菜单8)Buffet Breakfast - 自助早餐9)Buffet Lunch - 自助午餐10)Buffet Dinner - 自助晚餐11)Buffet Catering - 自助餐餐饮服务12)Buffet Selection - 自助餐选择13)Buffet Setup - 自助餐布置14)Buffet Attendant - 自助餐服务员15)Buffet Price - 自助餐价格16)Buffet Style - 自助餐风格17)Buffet Spread Layout - 自助餐摆放布局18)Buffet Station - 自助餐工作台19)Buffet Hours - 自助餐时间5. 客房送餐服务1)Room Service - 客房送餐服务2)In-Room Dining - 房内用餐服务3)Dining in the Room - 房内就餐4)Room Service Menu - 客房送餐菜单5)Room Service Hours - 客房送餐时间6)Room Service Charge - 客房送餐费用7)Room Service Order - 客房送餐订单8)Room Service Attendant - 客房送餐服务员9)Room Service Tray - 客房送餐托盘10)Room Service Etiquette - 客房送餐礼仪11)Room Service Breakfast - 客房送餐早餐12)Room Service Lunch - 客房送餐午餐13)Room Service Dinner - 客房送餐晚餐14)Late Night Room Service - 夜间客房送餐服务15)Special Requests for Room Service - 客房送餐特殊要求16)Room Service Wait Time - 客房送餐等待时间17)Room Service Tip - 客房送餐小费18)Room Service Delivery - 客房送餐送达19)Room Service Beverage - 客房送餐饮品20)Room Service Amenities - 客房送餐设施。
培训房务部专业术语中英文对照
房务术语中英文对照房务部：Rooms Division前厅部：Front Office 客房部: Housekeeping大堂副理:Assistant Manager 宾客关系主任：Guest Relation Officer前台:Front Desk 接待处：Reception/Check—in 收银处：Cashier/Check—out领班: Captain 主管：Supervisor 班次负责人：Shift Leader商务中心：Business Center 客房服务代表：Guest service agent（接待和收银合并之后的前台人员的称呼)简称GSA电话总机：Switch Board 接线员：Operator预订处:Room Reservation礼宾服务处：Concierge 大厅服务处：Bell Service 金钥匙：Golden Key行政楼层：Executive Floor 行政酒廊:Executive Lounge行李生：Bellman 迎宾员:Doorman夜审：End of Day /Night auditor2．前厅服务项目专业术语介绍入住：Check-in 退房：Check-out 外币兑换：Foreign Currency Exchange问询:Information 接送机服务：Pick up service 叫醒服务：Wake up call请勿打扰服务:DND Do not disturbed 失物招领：Lost and Found 国内直拨和国际直拨电话：DDD and IDDDomestic Direct Dial and International Direct Dial对方付费电话：Collect Call3．前厅常用物品术语介绍：住宿登记单：Registration card 欢迎卡：Welcome card 订房凭证:Voucher交接本：log book 信封：Envelope 房卡钥匙：Room key 安全保管箱:Safe Deposit Box客房统计和出售率统计的术语预离房：Expected Departure 预抵房：Expected Arrival实际抵店: Actual Arrival 实际离店：Actual Departure续住：Extension 白天用房：Day use提前离店：Early Departure 提前入住：Early Check—in门市客：Walk in 预定未到：No Show预定取消：Cancellation 在店客人：Stay over住店客人：In House营业日报(daily operations report）：一份报告，一般由夜审制作，它总结24小时内饭店的财务活动，洞察与前厅部相关的收入、应收款、营业统计，以及现金交易。
酒店专业术语及日常用语英语
酒店专业术语及日常用语英语白玉饭店政策及操作程序饭店专业术语及日常用语培训（英文）制度及操作程序Policies & Procedures部门Department ：前厅部提交人Prepared by ：前厅经理制度编号Policy No. ：F/O P&P 生效日期Effective Date ：批准Approved by ：总经理日期Date ：分送Distribution ：各部门制度名称Policy ：饭店专业术语及日常用语培训宗旨：饭店行业在日常运作中会使用大量的专业术语/缩略语，专业术语的使用能够提高日常工作的效率，更加清楚的表达意思，最终达到提高对客服务的目的。
内容：Accommodation 住宿Adjoining Room 连通房Advance Deposit 押金Actual Arrival 实际到店Actual Departure 实际离店Amenities 礼节Arrival list 到店名单Availsble Room 房间充足Average Room Rate 平均房价American Breakfast 美式早餐Back to Back 背靠背Back Up Report 备份报告B.C ( Business center) 商务中心Block 锁定Black list 黑名单BucketBilling Instruction 账单说明Cancellation 取消Cash Paid Out 现金支出制度及操作程序Policies & Procedures部门Department ：房务部提交人Prepared by ：前厅经理制度编号Policy No. ：F/O P&P 生效日期Effective Date ：批准Approved by ：总经理日期Date ：分送Distribution ：各部门制度名称Policy ：饭店专业术语及日常用语培训Check-in 入住Check-out 结账Check-out Time 结账City Ledger 挂账Commercial Rate/Contract Rate/Corporate Rate/ 商业价/合同价/公司价Commission 委托Complimentary Room 免费房Connecting Room 连同房Continental Breakfast 大陆式早餐Confirmation 确认Contingency Report 意外事故报告Credit Card 信用卡Convention 协议Crib 婴儿床Cut-Off-Date 截止日期Day Use 日用房Double Occupancy 双重占房Downgrade 降级Due Out 预离Dead Move 硬性换房Departure List 离店名单Direct Bill 简明账单制度及操作程序Policies & ProceduresD.N.D(Do Not Disturb) 免打扰部门Department ：房务部提交人Prepared by ：前厅经理制度编号Policy No. ：F/O P&P 生效日期Effective Date ：批准Approved by ：总经理日期Date ：分送Distribution ：各部门制度名称Policy ：饭店专业术语及日常用语培训Double Lock 双重锁定Double Bed 双床Early Arrival 提前到达End-Of-Day 结束日期E.A(Expected Arrival) 预计到店E.D(Expected Departure) 预计离店E.T.A(Estimated Time of Arrival) 预计到店时间E.T.D(Estimated Time of Departure) 预计离店时间Extension Of Stay 延住Extra Bed 加床FAM Trip/Group 预计到达团队Forecast 预报Full House 满房Guaranteed Reservation 有担保的预订Guaranteed No-Show 有担保的客人未到Guest Folio 客人资料Guest History 客人历史High TeaHollywood Twin 好莱坞双床House Use TwinHousekeeping 客房部Incentives(Group/Guest/Trip)制度及操作程序Policies & ProceduresI .T(Individual Traveler) 单独旅行者部门Department ：房务部提交人Prepared by ：前厅经理制度编号Policy No. ：F/O P&P 生效日期Effective Date ：批准Approved by ：总经理日期Date ：分送Distribution ：各部门制度名称Policy ：饭店专业术语及日常用语培训JoinerKing/Queen Size 大床Late ArrivalLate ChargeLate Check OutLog-Book 记事本Light Baggage 轻行李Lost & Found 失物招领处Long Staying 长期住宿Mini-Bar 小酒吧Multiple Folio 详细账单Net Rate 净价No-Show 预定未到制度及操作程序Policies & Procedures部门Department ：房务部提交人Prepared by ：前厅经理制度编号Policy No. ：F/O P&P 生效日期Effective Date ：批准Approved by ：总经理日期Date ：分送Distribution ：各部门制度名称Policy ：饭店专业术语及日常用语培训第一章：饭店组织现今的酒店在豪华、舒适、服务、设备与功能等方面都超过早期酒店所能提供的。
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房务术语中英文对照
房务部：Rooms Division
前厅部：Front Office 客房部：Housekeeping
大堂副
理：Assistant Manager 宾客关系主任：Guest Relation Officer
前台：Front Desk 接待处：Reception/Check-in 收银处：Cashier/Check-out
领班：Captain 主管：Supervisor 班次负责人：Shift Leader
商务中心：Business Center 客房服务代表：Guest service agent（接待和收银合并之后的前台人员的称呼）简称GSA
电话总机：Switch Board 接线员：Operator
预订处：Room Reservation
礼宾服务处：Concierge 大厅服务处：Bell Service 金钥匙：Golden Key
行政楼层：Executive Floor 行政酒廊：Executive Lounge
行李生：Bellman 迎宾员：Doorman
夜审：End of Day /Night auditor
2．前厅服务项目专业术语介绍
入住：Check-in 退房：Check-out 外币兑换：Foreign Currency Exchange
问询：Information 接送机服务：Pick up service 叫醒服务：Wake up call
请勿打扰服务：DND Do not disturbed 失物招领：Lost and Found 国内直拨和国际直
拨电话：DDD and IDD
Domestic Direct Dial and International Direct Dial 对方付费电话：Collect Call
3．前厅常用物品术语介绍：
住宿登记单：Registration card 欢迎卡：Welcome card 订房凭证：Voucher
交接本：log book 信封：Envelope 房卡钥匙：Room key 安全保管箱：Safe Deposit Box 客房统计和出售率统计的术语
预离房：Expected Departure 预抵房：Expected Arrival
实际抵店：Actual Arrival 实际离店：Actual Departure
续住：Extension 白天用房：Day use
提前离店：Early Departure 提前入住：Early Check-in
门市客：Walk in 预定预定未到：No Show 在取消：Cancellation 店客人：Stay over 住店客人：In House
营业日报( daily operations report )：一份报告，一般由夜审制作，它总结24 小时内饭店的财务活动，洞察与前厅部相关的收入、应收款、营业统计，以及现金交易。
它又被称为经理的报告。
预测( forecasting )：预告活动和业务趋势的过程；房务部门制作的预测通常有可销售房预测和出租率预测；
出租率：Occupancy Ratios:一种衡量饭店客房销售业绩的尺度；标准的住房比例包括日平
均房价，每间可销售房收入，每位客人平均价格，多人居住统计数和出租房百份比；每日平均房价(average daily rate，average room rate):用客房净收入除以售出房数量产生的一种出租比例；
每位客人平均房价(average rate per guest):用客房净收入除以客人人数产生的一个出租比例；
多人居住百分比(multiple occupancy ratio) :一种用于预测餐饮收入、说明布草洗涤需求和分析日营业收入的比率；这些数据得自于多人居住百分比，或者由确定每间售出平均住客人数产生；也被称为双人居住比例；
每间可销售房收入(revenue per available room )：一种注重每间可销售房营收的收入管理尺度；
房价变化报告( room rate variance report) :列出未以门市价售出的房间的报告；
2．房价术语(参考四五星级业务知识)(参考前厅部的运转与管理P394)
门市价(Rack rate):是由前厅部管理层制定的标准价格，列在房价表上，告诉总台接待
员饭店各个客房的销售价格；
门槛价(hurdle rate):在营收管理中，它是某一日期可接受的最低房价；
促销价(Promoti on rate):这种价格给予那些属于有吸引力的团体中的个人，以激励他们
的惠顾。
在特殊的淡季期间，也会把这种价格给给予任何一位客人，以提高出租率；
公司或商务价或协议价(Con tract rate):这种价格给那些经常为饭店或其连锁集团提供客
源的公司；
团队价(Group rate)：这种价格给团队、会议和使用饭店的大型会议。
奖励价(Encouragement rate):为了争取潜在业务，这种价格给予那些有业往来的机构
客人，如旅行社和航空公司的客人。
还常常会为激励将来的业务，而向领队、会议策划人、
旅游安排人以及其他能给饭店增加客房销售的人员提供这类价格；
家庭房价(Family-Plan rate):为携带儿童的家庭保留的房价；
小包价(Mini package rate)：一间客房与其他活动如早餐、高尔夫球、网球或停车结合在
一起的价格；
赠送价或免费(Complementary ):给特殊客人和/或重要工业巨头的房价。
赠送价通常指客人住店期间免收房费，但客人用餐、打电话等其他消费需要付款；
服务费(surcharge):通常为15%左右；
Room Status：房间状态；
Clea n：干净；
Dirty :脏；
Out of Order :严重坏房；
Out of Server：轻微坏房；
Front Office Status 前台状态；
Vaca nt:空的；
Occupied :占用的，有人住
Reservation statues：预订状态
Arrivals :预抵；
Arrived :已到店
Stay Over:在店；
Due Out:预离；
Departed:已离店；
Not Reserved:纯空房，没有预订；
"Reserved：有预订的(将来某天)
各类房态缩写术语：
VC ：(vacantclean)干净的空房，即OK房，可直接出售，安排客人入住；
VD : ( vacant dirty )脏的空房；
OC：( occupied clean)干净的住房或干净的占用房；
OD ：( occupied dirty)未打扫干净的住房；
Discrepant Room:矛盾房(房态差异)
Sleep out:外宿房；
Skipper:未结帐即离房，(可能为逃帐房)；
Light luggage room:只带有少量行李的客房；
No luggage room:无行李房；
Out of Order :严重坏房；
Out of Server：轻微坏房；
房间类型(ROOM TYPE )术语：(见饭店前厅服务与管理P63页)
1)床具种类
单人床(Twin-size Bed)；
双人床(Double-size Bed):包括大号双人床(Queen-size Bed)和特大号双人床(King- size Bed) 隐蔽床(Murphy Bed)
婴儿床(Baby Bed)
加床(Extra Bed) Rollaway Bed
2)客房类型单人间(Single Room)；
标准间(Sta ndard Room)：放置两张单人床，我国饭店的大多数客房属于这种类型；大床间(Double Room):该房间放置一张双人床，一般适合夫妻或商务客人使用；新婚
夫妇使用时，称“蜜月客房。