酒店专业术语

English Training

29th Aug.

Reservation预订

Reception接待（总台）Concierge礼宾

Star Service明星服务Transportation 车队

GSA=Guest Service Agent接待员（服务员）HR=Human Resource人力资源部Finance Department财务部Purchasing Departmen采购部

Security Department安全部

Sales&Marketing=S&M市场销售

Public Relation=PR公关部Engineering Department工程

Recreation Center 娱乐中心

30 th Aug.

IDD =International Directly Dial国际直拔

DDD＝Domestic Directly Dial国内直拔

Local call本地电话

Country Code国家代码

Area Code地区代码

Internal Call内部电话

Outside Call外部电话

Fax传真

Mail&Email传真邮件&电子邮件Message留言

Parcel包裹

Check In入住登记

Check Out结账

Arrival抵店

Departure离店

Information问询

Money(Currency)Exchange外币兑换

Weather天气

Registration Form登记单

Room Change换房

Early departure提前离店

Late C/O推迟离店

Early Arrival提前到店

Cancel Reservation取消预订

Reservation Confirmation NO预订确认号

No Show有预订未到

Extend续住

ID身份证

Passport护照

Sorry,the line is busy.对不起，电话占线.

Could you call back later?你可以稍后再打来吗？

Sorry for keeping you waiting.对不起让你久等了。

I'll put you through to Executive office.我为您转接至行政办公室。

Would you like to leave a message?你愿意留言吗？

May I have your name (room number)?我可以知道您的姓名（房号）吗？Excuse me, could you please repeat?对不起，您可以重复吗？

Thank you for calling.谢谢您的来电。

Thank you for waiting.谢谢您的等候。

Do you have reservation with us?请问您有预订吗？

May I have your surname?请问您贵姓？

May I confirm you reservation我可以跟您确认预订吗？

Could you fill in the registration form please?请您登记好吗？

May I have your passport pleas?请出示你的护照好吗

How are you going to pay, by cash or credit card?你准备如何付款，现金还是信用卡？

Do you need wake up call tomorrow morning?at what time Mr.Smith?您明早要叫醒吗？Smith先生，你要几点钟？

Deposit押金City ledger挂账Guest folio帐单Miscellaneous Voucher杂项单Complimentary免费房Safe deposit box保险箱Rebate冲减Promotion(Rate)促销价Guest profile客史档案History客史记录Name list名单Rooming list分房表Romm Assignment排房Room status房态Room Category房间类型4th Sep.

OOO=Out Of Order待修房OOS=Out Of Service维修房OD=Occupied Dirty占房

VD=Vacant Dirty空脏房

VC=Vacant Clean空净房

IS=Inspected已检查过的Room Block锁房

Room Type房型

Room Upgrade房间升级Paid Out兑现Skipper逃账者Trace跟踪

Follow Up跟进

Docket小单

Room Availability可卖房

Over Book超额预订Due Out预离

5h sep.

Expring Date期满日期Rate code价格代码Market Code市场代码Nationality国籍

D.O.B=Date Of Birth出生日期Room Features房间特征Remarks备注

Night Audit夜审

Fruit basket水果篮American Breakfast美式早餐Type of Payment付款类型Release释放（房间）Elastic弹性的

P/U Pick Up Airport接人

Drop Off送人Confidential保密的

6th Sep.

Floor Plan楼层平面Room Plan房间平面Wait List等候名单Billing收银Posting入帐

Close Cashier关帐Transfer转帐Commission佣金Revenue收入Password密码Resolved已解决的

Unresolved未解决的

Source来源

Travel Agent旅行社Advanced高级的

Search搜索

Delete删除

Edit编辑

9th Sep.

GDS=Globe Distribution全球分销系统System

A/R=Account Receivable应收

A/R=Account Payable应付Communication联系方式

SPG Membership NO.Spg会员号码Enroliment入会

Last room上次入住房号Last Rate上次房价

Last Visit上次入住Statistics统计

Mergy合并

Option选择

Day Use当天用房

Adult成人

Child儿童

10th Sep

Description描述

Neg.Rates协商价

In-house Guest在店客人Resolved Trace已解决的跟进Unresolved Trace未解决的跟进Actual Departure实际离店

Arrival Expected预计进店

Actual Arrival实际进店

Walk lns未预订直接入住Min.Avaelable Tonight今晚最少的可卖房Max.Occupied Tonight今晚最多的主客房Individuals个人、独自、团员FIT散客Preferences爱好、参考Batch批

11th Sep

Adjustment调整

Reservation status预订状态Split分账

Master Folio总帐单

Note备注

Open Cashier打开帐户Combine share合住

Break share分开合作Forecast预测

Budget预算

Profit利润Preview预览

Print Folio打印帐单Departed已离店的Checked In已入住的Reserved已预订的

12th sep

Ip=Inspected已检查过的Routing路线、发送Room Management房间管理Solutation尊称

In-Room Dining房内用餐Banquet宴会Chinese Restaurant中餐厅Western Restaurant西餐厅Coffee shop咖啡厅

All Day Dining全天候餐Menu菜单

Buttet自助餐

A-La-Carte零点Morning Briefing晨短会

Soft Drink软饮

15th Sep

Room Move换房

Refund返回

House Bank 备用金

Loin登录

Logoff推出

C/O Message退房注意事项Voucher凭证

Back Up备份

G-Gold preferred金卡会员

P-Platinum preferred白金

E-Employee员工会员

Close Cashier Report关帐报表Transaction code

Arrangement code

Supporting Document

Broadband宽带

A- Preferred会员

B- Corporate运通公司会员C- Corporate preferred公司会员

VIP-VIP Preferred VIP会员

17th Sep

GST=Guest Satisfaction Index宾客满意度AST=Associate Satisfaction Index员工满意指数GP=Global Preferred全球首先计划SP=Starwood Preferred喜达屋优先计划SGA=Starwood Global Access喜达屋全球计划APP =Asia Pacific Preferred亚太区优先计划LNR=Local Neg.Rate

TMC=TravelManagementCompany

Towel毛巾

Razor剃须刀(电动) Remote Control遥控器

Pillow pillowacse枕头、枕套Blanket毛毯

Toilet Bowl/Tank-马桶

Shcwer head淋浴器Sewingkit针线包Shoehorn鞋拔

Slipper拖鞋

Bathtub浴缸Shoeshine servise擦鞋服务Something is wrong with

No light房间没电

Hair Dryer吹风机

Stand Lamp落地灯

Desk Lamp台灯

Night Lamp夜灯

Alarm Clock闹钟

Hanger衣架

Sofa沙发