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1、 前厅部培训 19. TERMINOLOGY 专业术语 a) Reports 报表 § Revenue (Rooms) Revenue generated by room sales 收益（房间） 卖房收入 § Miscellaneous Rev Revenue generated by sales of misc. items 杂费收益 杂项服务的收入 § Service Tax/Charge Tax/Charge for consumption of services;
2、 usually 15% 服务税/费 服务消费的税收/费用；通常是15% § Occupancy (Occ) Percentage of rooms occupied vs rooms total 住房率 占用房的百分比比上房间总数 § Average Rate (AVR) Rooms Revenue divided by number of rooms 平均房价 总房数除以房间总收入 § RevPar Revenu
3、e per available room; Figure combines Occ & AVR (Occ*AVR/100); essential 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) Business Mix & Segments 合作业务商 § Corporate Booking by e.g. IBM,
4、 Ford, etc. 合作公司 由IBM，福特公司订的房间 § Meeting E.g. companies that have functions 会议 比如公司在酒店开会 n 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 / Agen
5、t Business Travel Agency, Business & Leisure Agency 商业旅行社 商业旅行社，休闲旅行社 § Group Tours & Groups business 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 § Direc
6、t Guest booked directly in hotel 直接预定 客人直接在酒店预定 § Call Center Guest booked in Call Center in Guangzhou 电话中心 客人通过广州的电话中心预定 § HDX Guest booked via Call Center, GDS, Corporate or online.
7、客人通过电话中心，GDS， 合作公司或是网上预定 è System Delivery (Asia roughly 10%) 系统传送（亚洲大约有10%） § Agent BTA, Leisure Agent, Meetings Agent 代理商 商业旅行社，旅行社，会议代理 d) Payment 付费方式 § Cash Cash payment in RMB or foreign currency 现金 用人民币或是外汇付费 § CC C
8、redit Card 信用卡 信用卡 § Cheque Only company cheques guaranteed; Travelers cheques 支票 只有公司支票可以使用；旅行支票 § City ledger Bill to Company 城市挂账 由公司付费 § Voucher E.g. voucher by agent 凭证
9、 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) Room is vacant —> main status 空房 房间未被占用----〉主要房态 § Due-In A reservation has been made;
10、guest is checking in same day 已经有预定并且客人预计会在同一天到店 § Checked-In (CI) 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 § Stayover Guest stays 入住期 客人的入住期 § Due-Ou
11、t Guest checks out on same day 客人预计会在当天离店 § Checked-Out (CO) Guest has left hotel and is checked out 退房 客人要离开酒店，办理退房 f) Room Status Housekeeping 管家部的房态 § Occupied (O) Room is occupied —> main status 占用
12、 房间被占用—>主要房态 § Vacant (V) Room is vacant —> main status 空房 房间未被占用—> 主要房态 § Vacant Dirty (VD) Room has not been cleaned yet 空的脏房 房间还没有做好清洁 § Vacant Clean (VC) Room has been cleaned by room attendant 空的干净房
13、 房间已被房间服务员打扫干净 § Vacant Ready/Inspected Room has been inspected by supervisor 已检查过的空房 房间已经由主管检查过 § Occupied Dirty Room is occupied, has not been cleaned 占用的脏房 房间被占用，还没有做清洁 § Occupied Clean Room is clean, has already been cleaned 占用的干净房
14、 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 n 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 n Occupied Vacant (OV) FO displays room as Occupied; HSKP dis
15、plays 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
16、 客人不需要任何服务 § Sleep Out (SO) An occupied room with the turned down beds not been used. 外宿 占用房间的床未被使用 § No Baggage (NB) An occupied room without any baggage. 没有行李 没有行李的占用房 § Light Baggage (LB) An occupied room with very little
17、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 § Double Lock (DL) Room which is double locked from the inside 双重锁定 从房间内部双重锁定 § Extra Bed/Cot Additional bed for a guest room; guest pays extra charge 加床 在
18、客房内要多加一张床；客人要另外付费 § Baby Cot A baby bed; usually free of charge 婴儿床 儿童床；不收费 § Adaptor An electrical plug; Fits various electrical plugs into Chinese standard electric system 中国的接线板 接线板；在标准的电板上可以插入多个插头 n Transformer An electric device used to change
19、 the voltage of an appliance; usually from 110V (US) to 220V 转换器 用来转换电压的电动装置；通常从110伏到220伏 h) Front Office General 前厅部概述 § Lost And Found Items left behind by guests; kept in Housekeeping 失物招领 客人遗留下的物品；由管家部保管 § Co
20、mplimentary Room A room provided to a guest free charge 免费房 给客人提供的免费房 § VIP Very Important Person; special service and amenities will be provided by the guest 贵宾 非常重要的人；给客人提供的特别的服务和赠品 § Long Staying Guest A guest staying
21、in the hotel for a minimum period of 2-3weeks. —> “Long Stay” 长住客 客人最少在酒店住了2至3周—> 长住 § Do Not Disturb (DND) Notice card for the door indicating guest does not want any disturbance 免打扰服务 客人挂在门上的提示牌标明客人不想要任何打扰 § House Use (HU) A room occupied by staff or for any other in-house purpose 内部员工用房 员工用房或者是由于其他内部原因用房 § Late charge A guest is charged for services after he checked out; usually via credit-card 稍后付费 客人办理离店手续之后再付费；通常是通过信用卡
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