1、饭店英文专业术语及日常用语部门Department:前厅部提交人Preparedby:前厅经理制度编号PolicyNo.:F/OP&P生效日期EffectiveDate:批准Approvedby: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AdjoiningRoom连通房AdvanceDeposit押金ActualArrival实际到店ActualDepart
2、ure实际离店Amenities礼节Arrivallist到店名单AvailsbleRoom房间充足AverageRoomRate平均房价AmericanBreakfast美式早餐BacktoBack背靠背BackUpReport备份报告B.C(Businesscenter)商务中心Block锁定Blacklist黑名单BucketBillingInstruction账单说明Cancellation取消CashPaidOut现金支出饭店英文专业术语及日常用语部门Department:房务部提交人Preparedby:前厅经理制度编号PolicyNo.:F/OP&P生效日期EffectiveDa
3、te:批准Approvedby: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-outTime结账CityLedger挂账CommercialRate/ContractRate/CorporateRate/商业价/合同价/公司价Commission委托ComplimentaryRoom免费房ConnectingRoom连同房ContinentalBreakfast大陆式早餐Confirmation确认ContingencyReport意外事故报告CreditCard信用卡Convent
4、ion协议Crib婴儿床Cut-Off-Date截止日期DayUse日用房DoubleOccupancy双重占房Downgrade降级DueOut预离DeadMove硬性换房DepartureList离店名单DirectBill简明账单D.N.D(DoNotDisturb)免打扰部门Department:房务部提交人Preparedby:前厅经理制度编号PolicyNo.:F/OP&P生效日期EffectiveDate:批准Approvedby: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DoubleLock双重锁定DoubleBed
5、双床EarlyArrival提前到达End-Of-Day结束日期E.A(ExpectedArrival)预计到店E.D(ExpectedDeparture)预计离店E.T.A(EstimatedTimeofArrival)预计到店时间E.T.D(EstimatedTimeofDeparture)预计离店时间ExtensionOfStay延住ExtraBed加床FAMTrip/Group预计到达团队Forecast预报FullHouse满房GuaranteedReservation有担保的预订GuaranteedNo-Show有担保的客人未到GuestFolio客人资料GuestHistory客
6、人历史HighTeaHollywoodTwin好莱坞双床HouseUseTwinHousekeeping客房部Incentives(Group/Guest/Trip)I.T(IndividualTraveler)单独旅行者部门Department:房务部提交人Preparedby:前厅经理制度编号PolicyNo.:F/OP&P生效日期EffectiveDate:批准Approvedby: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/QueenSize大床LateArrivalLateChargeLateCheck
7、OutLog-Book记事本LightBaggage轻行李Lost&Found失物招领处LongStaying长期住宿Mini-Bar小酒吧MultipleFolio详细账单NetRate净价No-Show预定未到部门Department:房务部提交人Preparedby:前厅经理制度编号PolicyNo.:F/OP&P生效日期EffectiveDate:批准Approvedby: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。因此熟悉酒店组织,了解人
8、员分工,就显得尤为重要。11Hotelorganization饭店组织RoomsDivisionF&BDEPTFrontoffice房务部餐饮部前厅部ReceptionKitchenFinance前台厨房财务部ReservationBarAccouting预订部酒吧会计OperatorRoomserviceSales$Marketing总机客房服务市场营销部BellservicePurchasingDutymanager门房服务采购部值班经理SecurityHousekeepingEngineering保安客房部工程部部门Department:房务部提交人Preparedby:前厅经理制度编号
9、PolicyNo.:F/OP&P生效日期EffectiveDate:批准Approvedby: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12Hotelstaff饭店人员RoomsDivision房务部Frontoffice前厅部GM(generalmanager)总经理Manager经理ReservationsClerk订房人员AssistantGeneralManager协理Operator总机,接线生Secretary秘书Reception前台Assistantmanager副理Supervisor组长Receptionist大厅柜台的接待员Cashier出纳员Reservations订房Supervisor组长Reservationsclerk订房员Operator总机接待员Shiftleader领班Operator(day/nightshift)总机(日/夜班)BellService/concierge门房服务Captain(bellcaptain)领班Bellboy(bellhop)门厅侍者Bellman
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