餐饮部专业术语.docx

1、餐饮部专业术语 集团企业公司编码：（LL3698-KKI1269-TM2483-LUI12689-ITT289-DQS58-MG198）餐饮部专业术语餐饮部专业术语部门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：Accommo

2、dation住宿AdjoiningRoom连通房AdvanceDeposit押金ActualArrival实际到店ActualDeparture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现金支出部门Department：

3、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C

4、onfirmation确认ContingencyReport意外事故报告CreditCard信用卡Convention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NotDisturb)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

5、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TimeofArrival)预计到店时间TimeofDeparture)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GuestFoli

6、o客人资料GuestHistory客人历史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LateArrivalL

7、ateChargeLateCheckOutLog-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

8、所能提供的。因此熟悉酒店组织，了解人员分工，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P

9、reparedby：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Supe

10、rvisor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门房人员Trainee练习生Valet侍者 BusinessCenter商务中心Secretary秘书Interpreter/translator口议员/翻译员

11、Dutymanager值班经理部门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 Housekeeping房务管理Manager经理Roommaid房间清理员（女）Supervisor主任Shiftleader领班Laundryworker洗衣工cleaningstaff清洁工 RecreationandRelaxation休闲娱乐manager经理assistantman

12、ager副理maintenancetechnician维修工程师lifeguard(游泳池)救生员barber理发师masseuse/masseur按摩师（女/男）diskjockey(DJ)迪斯科舞场唱片音效师hairdresser/hairdesigner/hairstylist美发eventcoordinator盛会/节目联络员 F&B（Foodandbeverage）餐饮部 Restaurant餐厅manager经理host/hostess男/女接待员assistantmanager副理cashier出纳/收银员busboy打杂小弟waiter/waitress男/女服务生headwa

13、iter/headwaitress男/女领班 bar酒吧bartend调酒师musician乐师waiter/waitress男/女服务生 roomservice客房服务dayshiftstaff白班职员nightshiftstaff晚班职员部门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 Kitchen厨房chef主厨/大厨cook一般小厨师assistantchef二

14、厨kitchenassistant厨房助理师dish-washer洗碗工 Administration(Backoffice)行政部 PersonnelandTraining人事与训练director主任/处长clerk办事员supervisor组长assistant助理员 FinanceandAccounting财务与会计manager经理assistantmanager副理director主任supervisor组长chiefaccountant主任会计师accountant会计师cashier出纳员clerk办事员 SalesandMarketing销售与行销director/deput

15、ydirector主任/副主任supervisor组长salerepresentative业务代表marketingspecialist行销专员 Purchasing采购director主任supervisor组长clerk办事员assistant助理员 Security保全director/deputydirector主任/副主任supervisor组长securityguard警卫员shiefleader领班部门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Da

16、te：分送Distribution：各部门制度名称Policy：饭店专业术语及日常用语培训 Engineering工程director主任supervisor组长shiefleader领班technician技师repairman修理工mechanic机电修理师plumber水电工 Publicrelations公关director/deputydirector主任/副主任公关专员secretary秘书spokesperson发言人assistant助理员部门Department：房务部提交人Preparedby：前厅经理制度编号PolicyNo.：F/OP&P生效日期EffectiveDat

17、e：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1-3Usefulvocabulary其他词语 Typesofhotels旅馆的种类motel汽车旅馆businesshotel商务旅馆airporthotel(机场内附设之)过境旅馆touristhotel观光旅馆luxuryhotel(五星级)豪华旅馆resorthotel休闲度假旅馆boutiquehotel(小规模经营的)精致旅馆 Typesofrooms房间的种类1.singe(room)单人房Aroomforonepersonwithonesingl

18、ebed给一张单人床的房间2.twin(room)两人房Aroomfortwopeoplewithtwosinglebeds两张单人床的房间3.double(room)双人房Aroomwithonelargebedfortwopeople给一张双人床的房间4.suite套房5.Conferenceroom会议室Aroomusedformeetings用来开会的房间6.banquetroom/ballroom宴会厅Alargeroomusedformeetingsorsocialevents用来开会或社会活动的房间 Hotelfacilities饭店设施Guestroom客房restaurant

19、餐厅Bar酒吧coffeeshop咖啡厅部门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danceclub迪斯科舞厅shoppingarcade购物区flowershop花店exerciseroom健身房swimmingpool游泳池lobby大厅businesscenter商务中心barbershop理发部beautysalon美容院/发廊spa温泉水疗室sauna三温

20、暖belldesk行李服务台banquetroom/ballroom宴会厅concierge门房服务 Generalterms其它特定说法Safety-depositbox保险盒curencyexchange外币兑换valuables贵重物品Valetparking代客泊车tax税Laundryservice洗衣服务creditcard信用卡Travelerscheck旅行支票 Exercise练习1.Roomtypes房间类型请为下列各类房间找到最适合的房间内部陈述(a.)Aroomwithonelargebedforbedfortwopeople.(b.)Aroomusedformeeti

21、ngs(c.)Aroomforoneperson(d.)Alargeroomusedformeetingorsocialevents.(e.)Aluxuryguestroomwithalivingroomandabedroom(f.)Aroomfortwopeoplewithtwosinglebeds.制度名称Policy：饭店专业术语及日常用语培训1.-singleroom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

22、部门制度名称Policy：饭店专业术语及日常用语培训2.-twinroom3.-doubleroom4.-suite5.-conferenceroom6.-banquetroomANSWERKEY：1.C2.F3.A4.E5.B6.D2.HotelWorkers饭店工作人员请选择正确的工作人员填写入空格内operatorroommaidmanagerroomservicecashierbellcaptainvalet1.Youcanparkthecarorhavethe-doit.2.The-willcleanyourroombefo0re2p.m.3.The-askedmeifIwanted

23、mybagssentuptomyroom.4.Ifyouhaveaproblemthatnoonecanhelpyouwith,youseethehotel-.5.Ifyouhaveaproblemmakingalongdistancecall,the-willbehappytoassistyou.6.Ifyoudontfeellikegoingouteat,justcall-.7.Ifthebankisclosed,thehotel-maybeabletohelpyouexchangemoney.部门Department：房务部提交人Preparedby：前厅经理制度编号PolicyNo.：

24、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ANSWERKEY:1.Youcanparkthecaryourselforhavethevaletdoit.您可以自行停车或叫服务生帮您停。2.Theroommaidwillcleanyourroombefore2p.m.房间清理员会在两点之前清理您的房间。3.ThebellcaptainaskedmeifIwantedmybagssentuptomyroom.领班问我是否我想要让人把我的行李送上来。4.Ifyouh

25、aveaproblemthatnoonecanhelpyouwith，youseethehotelmanager.如果有没人可帮您解决的问题，您可以找饭店经理。5.Ifyouhaveaproblemmakingalongdistancephonecall,theoperatorwillbehappytoassistyou.如果您打长途电话遇到问题，总机人员会乐意帮助您。6.Ifyoudontfeellikegoingouttoeat,justcallroomService如果您不想外出吃饭，就打电话找客房服务。7.Ifthebankisclosed,thehotelcashiermaybeabletohelpyouexchangemoney.如果银行关门了，饭店的出纳员可能可以帮你换钱。