酒店銷售部術語表

1、精選優(yōu)質文檔-傾情為你奉上Sales and Marketing Glossary of Terms市場銷售部門專用術語表The following is a set of “terms” often used within the Hospitality Industry. Please use this list to refer to when referencing unfamiliar words or phrases encountered on a daily basis.以下是一組經常用于服務行業(yè)的專業(yè)術語，在日常工作中遇到陌生詞匯和短語時請參考以下術語表格-Hotel Glo

2、ssary 酒店術語表。Adjoining Rooms 毗鄰房 Two or more hotel rooms located side by side without private connecting doors.兩間或兩間以上左右相鄰的酒店房間，房間內部無相互通道。American Plan (AP)美式房價 A hotel rate that includes a bed and three meals.一種包括了一房晚及三餐餐費的房價形式。Best Available最有利狀況 (1) A reservation pledging a principal (a) to provid

3、e some sort of accommodation and (b) to upgrade the client if possible.當一項預定產生時，A承諾訂房同時B承諾如果可能將為客人辦理客房的升級。 (2) A request for a reservation meaning “Ill take anything you have, but Im willing to pay for your best.”一種預定包含著下面這種含義“貴酒店提供的所有服務我都感興趣，但是我只需要貴酒店做得最好的房間安排?！盋heck-in 入住 The hotel day usually sta

4、rts at 6:00am, however, occupancy of rooms by arriving guests may not be possible until after the established check-out time. Guests are required to sign hotels registration card.酒店營業(yè)中“一天”的概念一般指從早上6：00開始，然而只有在當日確定的結賬時間以后抵店的顧客才能入住客房?？腿吮仨毢炇鹂头咳胱〉怯浛?。Check-out 離店 All guests should advise hotel cashier up

5、on departure and follow the agreed-upon procedure for payment. If room is required by guest beyond hotels posted check-out time, approval must be given by hotel management.所有客人在離開酒店前都必須根據協(xié)議程序付款并辦理離店手續(xù)。如果客人要求的離店時間在酒店規(guī)定的離店時間之后，必須經管理人員同意之后方能辦理。Commercial/Corporate Rate商務/公司協(xié)議價格 The rate agreed upon by

6、a company and the hotel for all individual room reservations.酒店和公司達成的關于單間房間預定的房價。Confirmed Reservation預定確認 An oral or written statement by a supplier (a carrier，hotel， car rental company, etc.) That he has received and will honor a reservation.由供應商（公司，酒店或者是汽車租賃公司等等）口頭或書面承諾將遵守預定的行為。 Oral confirmation

7、s have no legal worth; even written or telegraphed confirmations have specified or implied limitations.口頭承諾并不具備法律效力，即便是書面或者電傳的確認也存在一定特殊情況和隱含的限制條件。 For example, a hotel is not obligated to honor a reservation if the guest arrives after 6:00pm unless late arrival Is specified. However, if the reservat

8、ion is guaranteed, then that hotel is obligated to honor it.比如預定條款中說明下午6：00以后房間預定將不被保留，那客人在下午6：00以后到達酒店，酒店將不必遵守預定房間承諾，但是如果是預付款預定，酒店就必須遵守預定承諾。Connecting Rooms 連通房 Two or more rooms with private doors permitting access from one to the other without use of hotel corridor.兩間或兩間以上的房間相互之間有連通門，客人可以不必通過酒店走廊

9、而在該些房間內相互進出。Continental Plan大陸房價 A hotel rate that includes bed and continental breakfast.一種包括一房晚及一份大陸式早餐的酒店房價。Day Rate 日房房價 A special rate for non-overnight use of a hotel room. Usually good only between 6:00am. and 5:00pm.因為不在客房過夜而享受的一種酒店特惠房價，通常是指早上6：00到下午5：00間的時段內入住酒店客房。Denial 拒絕客人 A guest has a

10、reservation and we have no room left. In this case, we must make accommodations for the guest elsewhere:當客人已經事先預定，但抵店時酒店卻沒有房間，酒店就必須為客人在別處訂房： 6:00pmSuggest another hotel that has vacancies.下午6點以后建議客人到別處有空房的酒店入住 GTD ReservationWe must take care of charges for one night at another comparable hotel and

11、pay for one long distance telephone call.GTD預定酒店需要免費為客人在相同等級的酒店訂住一房晚，另還應為客人免費提供長途電話一個。Deposit Reservation 押金式預定 A reservation for which the hotel has received cash payment for at least one nights lodging in advance and is obligated to hold the room regardless of the guests arrival. Most commercial h

12、otels do not feel obligated to refund deposits unless reservations are cancelled at least 48 hours in advance.酒店接受了以至少一房晚價格的現(xiàn)金作為押金的事先客房預定，就應在任何情況下都為客人保留預定房間，不論客人抵店與否。大多數商務型酒店都不返還預定押金，除非客人提前至少48小時取消預定。 Cancellation policies at resort hotels vary and should be verified in advance.旅游度假型酒店的預定取消政策可以變更，可以

13、事先查證。Double 雙床房 Loosely, any hotel room for two persons; more specifically, a room with a double bed. A room with two smaller beds is a twin.任何能寬松容納兩位客人的酒店客房；更明確的概念是有雙人床的客房叫雙人房。兩張小床的客房被稱作雙床房。Double-Double 雙雙床房(Twin double)（兩張雙人床） Room with two double beds.放置了兩張雙人床的房間。Double-Occupancy Rate 標準房價格 The

14、full price of a room for two people.能容納兩位客人的客房全價。Efficiency 公寓小套間 An accommodation containing some type of kitchen facility.帶有一些廚房設備的酒店房間。European Plan (EP) 歐式房價 A hotel rate that includes bed only; any meals are extra.一種包括僅包括一個房晚的房價，三餐都需要另外付費。Family Plan 家庭房價 Special family rate policy of hotel, wh

15、ich usually provides that no charge is evied for child or children (under a specified age) sharing room with parents.酒店出臺的家庭特惠房價政策，通常允許一個或幾個在規(guī)定年齡以下的小孩免費隨父母入住客房。Familiarization Tour 職工專門旅行計劃 A complimentary or reduced rate travel program for travel agents and/or airline employees that is designed to

16、acquaint them with specific destination(s) or to stimulate the sale of travel.針對旅行社員工或者航空公司員工專門開展的免費或者降低一定費用的旅行項目，目的旨在讓這些員工熟悉某一個或某一些專門的旅游目的地，從而刺激由他們參與進行的旅游銷售。Free Sale 自由銷售 The practice of permitting the confirmation of a specified number of reservations (within specified dates) without reference to

17、 the principal for confirmation.是指不考慮訂房確認所需的因素而承諾確認一定數量房間（通常有明確標注日期）的行為。Gross/Commissionable Rates 傭金房價 Rates for rooms that are booked by retail or wholesale travel agents for which the hotel agrees to pay the booking agent a booking commission (usually 10%).由旅行社零售商或者批發(fā)商預定酒店客房，酒店按照協(xié)議以一定比率（通常10%）返還給

18、對方傭金時的客房價格。Group Rate 團隊房價 Specific room rate for a group agreed upon by the hotel and group in advance (with a minimum number of rooms).由酒店和團隊事先達成協(xié)議（通常有團隊定房基數限制），團隊能在酒店入住時享受的特惠房價。Guaranteed Payment Reservation 預付款預定 A hotel reservation secured by the guests agreement to pay for his room whether he

19、uses it or not. Payment is usually guaranteed by a company, travel agent or tour wholesaler who has an established credit rating with the hotel.客人同意無論是否實際入住都按規(guī)定交納房費的客房預定形式。這類預定通常由在酒店存有擔保金的公司，旅行社或旅游批發(fā)商來完成預付款。High Risk Accounts 高風險客戶 Those which are more likely than others to turn into a skip. These a

20、ccounts should be watched closely. Report any unusual activity to the General Manager.專指那些比其他客戶更有可能跑單的客人，對該類客戶應該注意其動向，任何異常情況都應及時向總經理匯報。Hospitality 會客間 A hotel suite, parlor or studio engaged for the entertainment of those attending a convention or similar meeting.酒店的套間，會客室或者專門房間，用來供參加會議或類似活動的客戶休息娛樂使

21、用。Hotel package 酒店包價 A package offered by a hotel, sometimes consisting of no more than a room and breakfast, and other times, of transportation, room, meals, sports facilities and other components.酒店提供的包價優(yōu)惠，有時是指一房晚和一份早餐，有時是指酒店客房和交通，餐飲，住宿，體育設施和其他優(yōu)惠的打包政策（包價）。Housekeeping Report 房務報告 A daily report co

22、mpleted by the housekeeper of the status of every room in the hotel. There are Five categories of room status:由房務部工作人員每日負責填寫的一種酒店各客房的狀態(tài)匯報，房態(tài)狀況分為以下五個方面：Ooccupied (facilities used and baggage possible stayover)O入住狀態(tài)（房間設施已經使用，行李在房內，客人有可能在客房過夜）VVacant (room not used, not baggage)V無人狀態(tài)（房間未被使用，無行李）NBNo ba

23、ggage (facilities used, probable check-out)NB無行李狀態(tài)（房間設施已經使用，可能已經離店）SOSleep out (room not used with baggage)SO未過夜狀態(tài)（房間未使用，有行李）OOOut of order (usually for maintenance)OO維修狀態(tài)（通常處于維修階段） This report Is the most important tool used by the front desk to verify the accuracy of the room rack.該報告是前臺用來核實實時房態(tài)的最

24、重要依據。Housing Bureau 房務辦公署 An organization, often government sponsored, which acts as a clearing house for accommodations, particularly for conventions and other large meetings. Often established on an ad hoc basis during major tourist events to maintain a registry of private accommodations to supple

25、ment an areas regular lodging industry.一種由政府發(fā)起組織的機構，專門在大型會議舉行的時候參與客房入住調節(jié)的工作。通常在開展大型旅游活動項目的特殊時期建立起來，用以地區(qū)正常旅游住房行業(yè)的補充，負責維持個人入住客房的登記和預訂工作。Junior Suites 小套間 A large hotel room with a partition separating the bedroom and sitting area. 被分隔成臥室和起居室兩部分的一間酒店大客房被稱作小套間。Net-Rate 凈價 A wholesale rate to be marked u

26、p for eventual resale to the consumer.以批發(fā)價格為基礎，用來賣給所有最終消費者的標價價格。No show 未到達 Guest with confirmed reservation who does not arrive and whose reservation was not cancelled.客人之前確認了預定，然后卻在未取消預定的情況下沒有到達酒店的狀況。Occupancy Rate 入住率 The ratio, expressed as a percentage, of room nights sold to the total offered

27、for sale by a hotel or group of hotels.一種通常用百分比形式標出的一家或幾家酒店的實際銷售客房數量與可供銷售客房數量的比率。Parlor會客廳 A living or sitting room not used as a bedroom. In some parts of Europe called a salon.一間不用來當作臥房使用的起居室，在一些歐洲國家中被成為沙龍。Porterage 行李運送服務 Baggage handling service. The client on a tour which includes porterage sho

28、uld not have to carry his luggage or pay the person who does.運送行李的服務項目。如果顧客要求的酒店服務中已經包含了行李運送服務，顧客就可以享受免費的專人行李運送。Pre-registration 預先入住登記 Room assignment and the filling out of registration Cards prior to a guests arrival. Often used for convention, meeting and tour guests.是指在顧客抵店前已經為顧客辦理了客房分配和入住卡填寫手續(xù)

29、，通常是為會議或旅游顧客提供該項服務。Quad四人間 A room occupied by four persons.能容納四位顧客入住的客房。Rack rate 門市價 The official charge as established and posted by a travel principal: not usually used by tour operators.根據旅游法規(guī)制定并宣布的官方正式價格；通常不在旅游經銷商的實際經營中使用。Run of the House Rate 均價 A flat price at which a hotel agrees to offer an

30、y of its rooms to a group.酒店和團隊達成協(xié)議，酒店將以統(tǒng)一的價格向團隊提供酒店任一房型的房間。Sample 樣板房 A display room for showing merchandise with or without sleeping facilities.專門用來展示酒店客房產品的房間，可以包括寢具也可以不包括。Service Charge 服務費 (1) A specified percentage of a hotel bill (usually somewhere between 10% to 20%) assessed against a guest

31、; in return the guest presumably is relieved of the responsibility of tipping.酒店消費賬目表上列出的除實際消費金額之外另加的10%-20%的服務費用，客人可以在支付該服務費后免除支付小費。 (2) a fee charged to a client by a travel agent in addition to the commissions paid to him by his principals.旅行社除收納傭金外另向客人收取的額外服務費用。Single單人間 Any facility or reservat

32、ion to be used by one person.房間和設備都專門用以單人入住的客房名稱。Shoulder Period 平季 A calendar period between a peak season and an off season, usually favored by a promotional rate, lower than peak and higher than off season.除開酒店經營旺季和淡季以外的時間。通常在此時段內推出比旺季梢低同時比淡季梢高的酒店優(yōu)惠促銷產品價格。Studio 多用間 A hotel room with a couch or c

33、ouches that convert into beds. may be used as a parlor or a bedroom.放置了一張或多張沙發(fā)床的酒店客房，該類房間可以用做臥室，同時也可以用做會客室。Suite 套間 A parlor connected to one or more bedrooms. When requesting a suite, always designate the number of bedrooms needed.包括一間或多間臥室和一間起居室的酒店客房。在顧客要求入住套間時，需根據顧客要求臥室的數量來分配套間。Twin 雙床房 Room for

34、two guests with two single beds.內擺放了兩張單人床供兩人使用的酒店客房。Twin Double雙雙床房 Room for two, three or four people with two double beds.放置了兩張雙人床，可供2-4人使用的酒店客房。Adjacent 鄰近房 Rooms which are side by side.相互鄰近的客房。Down and out 附樓房 Rooms on the first floor on the outside of the building.主樓一樓外的附樓客房。King 大床房 Room with

35、a king size bed, not a king leisure.指放置了大床的客房，并非豪華大床房。Folio系統(tǒng) The form on which the continuing balance of a guests charges are recorded.一種即時記錄顧客實時房費變化狀況的表格系統(tǒng)。King Leisure 豪華大床房 A room with a king size bed and special decor, including oversized lounge chairs or sofa bed and special amenities.放置大床，擁有超

36、大的休息室躺椅或沙發(fā)床及一些其他客用設施，經過精心特別裝修的客房。On change 正在清理 This refers to a room which is not clean and ready to sell.說明該房間正進行打掃清理工作，完畢后立即可以出售。Over 無房 If reservations are “over,” more rooms have been reserved than are actually available.如果預定已滿，預定房數超過實際可用房間數時的狀況。PBX Telephone switchboard. 電話總機Registration card

37、(REG. CARD) 住房登記卡 That portion of the folio which when filled in by the guest provides all information necessary to complete check in.客人在辦理酒店入住手續(xù)時需要填上所有必要信息的卡片，登記卡是FOLIO系統(tǒng)的一個部份，在完成登記卡填寫后，顧客才能入住酒店。Re-rent 重租房 A room which is rented more than once In one day.一天內出售次數超過一次的客房?！癛unning the Bucket” 核查 A comparison of the room rack and the folios in the tray to make sure they agree.審查實際入住客房狀況和FOLIO系統(tǒng)記錄房