高星级酒店房务&前厅部专业术语

发布时间：2020-03-01 17:57:37 来源：范文大全收藏本文下载本文手机版

前厅部培训

19.TERMINOLOGY

专业术语

a) Reports 报表

 Revenue (Rooms)  Miscellaneous Rev  Service Tax/Charge  Occupancy (Occ)  Average Rate (AVR)  RevPar Revenue generated by room sales 收益（房间）

卖房收入

Revenue generated by sales of misc.items 杂费收益

杂项服务的收入

Tax/Charge for consumption of services; usually 15% 服务税/费

服务消费的税收/费用；通常是15%

Percentage of rooms occupied vs rooms total 住房率

占用房的百分比比上房间总数

Rooms Revenue divided by number of rooms平均房价

总房数除以房间总收入

Revenue per available room; Figure combines Occ & AVR (Occ*AVR/100); eential number e.g.for comparisons between hotel properties

RevPar

每间可用房的收入；数据包括入住率，平均房价（入住率*平均房价/100）；基本数量，特指比如房间和酒店收入的比例

b) Busine Mix & Segments 合作业务商

 Corporate  Meeting Booking by e.g.IBM, Ford, etc.合作公司

由IBM，福特公司订的房间

E.g.companies that have functions 会议

比如公司在酒店开会  FIT

(Free) Individual Traveler; books directly or via Call center

有预定的散客

（自由）个体的旅行者，直接预定或是通过电话预定

 BTA / Agent  Group Busine Travel Agency, Busine & Leisure Agency 商业旅行社

商业旅行社，休闲旅行社

Tours & Groups busine 团队

团队

 Leisure/Weekend Stays with leisure/weekend background 休闲/周末

到酒店度假或是度周末

c) Sources 客源

 Direct  Call Center  HDX Guest booked directly in hotel 直接预定

客人直接在酒店预定

Guest booked in Call Center in Guangzhou 电话中心

客人通过广州的电话中心预定

Guest booked via Call Center, GDS, Corporate or

online.

客人通过电话中心，GDS，合作公司或是网上预定

 System Delivery (Asia roughly 10%) 系统传送（亚洲大约有10%）

 Agent

d) Payment 付费方式 BTA, Leisure Agent, Meetings Agent 代理商

商业旅行社，旅行社，会议代理

 Cash  CC  Cheque  City ledger  Voucher Cash payment in RMB or foreign currency

现金

用人民币或是外汇付费

Credit Card 信用卡

信用卡

Only company cheques guaranteed; Travelers cheques 支票

只有公司支票可以使用；旅行支票

Bill to Company 城市挂账

由公司付费

E.g.voucher by agent 凭证

旅行社凭证

e) Room Status Front Office (Fidelio/Opera) 前厅房态

 Occupied (O) Room is occupied —> main status 占用

房间被占用----〉主要房态

 Vacant (V)  Due-In  Checked-In (CI)  Stayover  Due-Out  Checked-Out (CO)

f) Room Status Housekeeping 管家部的房态 Room is vacant —> main status 空房

房间未被占用----〉主要房态

A reservation has been made; guest is checking in same day

已经有预定并且客人预计会在同一天到店

Guest is checked into a vacant-inspected room; Status change 登记入住

客人登记入住酒店；房态变化

Guest stays

入住期

客人的入住期

Guest checks out on same day

客人预计会在当天离店

Guest has left hotel and is checked out 退房

客人要离开酒店，办理退房

 Occupied (O)  Vacant (V)  Vacant Dirty (VD)  Vacant Clean (VC)  Vacant Ready/Inspected  Occupied Dirty  Occupied Clean Room is occupied —> main status 占用

房间被占用—>主要房态

Room is vacant

—> main status 空房

房间未被占用—> 主要房态

Room has not been cleaned yet 空的脏房

房间还没有做好清洁

Room has been cleaned by room attendant 空的干净房

房间已被房间服务员打扫干净

Room has been inspected by supervisor 已检查过的空房

房间已经由主管检查过

Room is occupied, has not been cleaned 占用的脏房

房间被占用，还没有做清洁

Room is clean, has already been cleaned 占用的干净房

房间是干净的，已经被打扫过了 e/f) Room Status Discrepancy —> Main Room Status varies between FO and HSKP

房态差异—>前厅部与管家部的主要房态变化  Vacant Occupied (VO) FO displays room as V; HSKP displays room as Occupied 前厅部的房态显示是空房；管家部的房态显示是占用房

 Occupied Vacant (OV) FO displays room as Occupied; HSKP displays room as Vacant 前厅部的房态显示是空房；管家部的房态显示是占用房

g) Housekeeping terminology 管家部专业术语

 Out Of Order (OOO) A Room which cannot be sold due to e.g.maintenance 维修房

不能出售的房间，比如，需要维修

 No Need Service (NNS) The guest does not need any service.不需要服务

客人不需要任何服务

 Sleep Out (SO)  No Baggage (NB)  Light Baggage (LB)  Double Lock (DL)  Extra Bed/Cot  Baby Cot  Adaptor An occupied room with the turned down beds not been used.

外宿

占用房间的床未被使用

An occupied room without any baggage.

没有行李

没有行李的占用房

An occupied room with very little baggage, e.g.a handbag 小型行李

只有一些小型行李的占用房，比如一只手提包

Room which is double locked from the inside 双重锁定

从房间内部双重锁定

Additional bed for a guest room; guest pays extra charge

加床

在客房内要多加一张床；客人要另外付费