酒店客房專用術(shù)語

1、-. z.Rooms Terminology客房專用術(shù)語：Acmodation:Description of bed type and location of a particular room.住所：用于描述特定的房間位置及房間的床型。Adjoining Rooms:Adjacent rooms that are not serviced by a connection door.相鄰房間：相鄰房間，但不設(shè)有相互連通的連接門。Advance Deposit:Money received by the hotel in advance of the guests arrival to guar

2、antee the room acmodations.預(yù)繳押金：酒店在客人入住前，用于確?？腿丝傻玫剿蠓块g提前收取的金額。Advance Payment:Money requested by the Guest Services Agents at check-in of a guest who did not make an advance reservation and who is unable to produce any of the credit cards accepted by hotel.預(yù)付款：沒有預(yù)定的客人在入住酒店時，不能使用酒店所要求信用卡的情況下，賓客需向前臺支

3、付的提前支付款項。Allotment:Certain number of rooms allocated to travel agents for free sale purpose.房間分配：酒店分配給旅行社一定數(shù)量的房間作為供其使用的免費房間。Amenity:A gift for a guest e.g. pliments of the hotel, liquor, fruit basket, newspapaer, etc.禮品：給賓客的禮物，例如酒店設(shè)置的小禮品、酒類、水果籃及報紙等。Arrival:Date of check-in.到達：客人的入住時間Average Room Rat

4、e:Total Rooms Revenue divided by Total Number of Revenue/Occupied Rooms (e*cluding house-use and plimentary rooms.)平均房價: 用總客房收入除以收入產(chǎn)生房間總數(shù)/入住房間總數(shù)辦公用房及，免費房間除外。Average House Rate：Total Rooms Revenue divided by Total Saleable Rooms.酒店平均房價：用客房總收入除以可銷售客房總數(shù)。Billing Instructions:Specific instructions for th

5、e charging of a guests account to his pany or home address.帳單結(jié)算說明：在客人使用其公司地址或家庭住址結(jié)帳時，對賓客進展的特定說明。Block:A room that is being held for a certain guest on a certain date.預(yù)留：特定的房間在特定的日期為賓客保存。Booked to Capacity/Refers to a situation when the hotel has accepted the ma*imumFully Booked: number of reservatio

6、ns and is unable to take any more without being placed in an overbooked situation.房間訂滿/完全預(yù)定：是指酒店已經(jīng)承受了在允許*圍內(nèi)的全部預(yù)定，不可再進展任何預(yù)定，只可以將預(yù)定列入超額預(yù)定的*圍。Bucket:The space, bo*, drawer allocated for Registration cards, correspondences, supporting documents, etc. Located at Front Desk (Pre-registration or Folio)前臺桶：

7、位于前臺的特定位置、架子或抽屜等用于放置登記卡、刊物、單據(jù)等等。Cancellation:A reservation which is no longer required by the client. Non-guaranteed reservations will be released by 6:00pm on day of arrival. For guaranteed reservations, no charge will be levied if booking is cancelled before 6:00pm of scheduled arrival.取消預(yù)定：賓客取消已經(jīng)

8、提出的預(yù)定。非保證預(yù)定在到達當(dāng)天下午6點之前可以取消。對于保證預(yù)定，假設(shè)在方案到達日下午六點之前取消預(yù)定，不收取費用。Cash Advance:To give money to guest obtained from guests credit card, a nominal surcharge is added, normally between 3% to 5%.現(xiàn)金墊款：從客人的信用卡中提取，為客人支付的現(xiàn)金。會收取一定手續(xù)費，一般為3% 至 5%。Cash Credit:Written verification of cash received from a guest and app

9、ly to his account.擔(dān)保放款：從客人*為客人提取現(xiàn)金的書面證明。Cash Float:A fi*ed amount of funds allotted to a Guest Services Assistant for foreign e*change, change for cash transactions and refund of cash deposit.現(xiàn)金流通：分配給賓客效勞助理用做外匯效勞、現(xiàn)金周轉(zhuǎn)及現(xiàn)金退款的一定數(shù)額的資金。Cash Overage:A condition whereby the cash remitted if more than the e

10、*pected amount stated in the cashiers report.現(xiàn)金超出：所收取現(xiàn)金超出出納賬面上的所述金額的情況。Cash Remittance:The days collection in local and foreign currencies to be submitted to General Cashier.現(xiàn)金上交：當(dāng)天的現(xiàn)金及外匯上交于總出納。Cash Shortage:A condition whereby the cash remitted is less than the e*pected amount stated in the cashier

11、s report.現(xiàn)金缺乏：所收取現(xiàn)金少于出納賬面上所述金額的情況。Check-In:Process of guests registration upon arrival.入?。涸谫e客到達后，賓客登記的過程。Check-Out:Process of guests settling their hotel bills and departing the hotel.退房：賓客支付酒店帳單離開酒店的過程。Check-Out Time:Time designated by hotel for guest to vacate his room at pletion of stay. Check-ou

12、t time id normally 12:00noon.退房時間：酒店制定的、客人完成住宿騰空房間的時間。一般的退房時間為中午12點。Close Cashier:A function whereby the Guest services Assistant balances his/her account and prints his/her respective transaction reports.現(xiàn)金關(guān)閉：賓客效勞助理總結(jié)賬面并打印出相關(guān)的交易報告的過程。mission:Money sent to Bona-fide travel agents as payment for send

13、ing guest to a hotel paying full rate. The normal percentage is 10% of the room rate, e*cluding service charge and prevailing government ta*es.傭金：當(dāng)旅行社帶著賓客來到酒店并支付未打折房價時，酒店為旅行社支付的金額。正常金額為房價的比率為10%，不包括效勞費及當(dāng)?shù)卣亩愂?。plimentary:Rooms given free for business promotion purposes (e.g. familiarization groups a

14、nd travel agents ); rooms accorded to hotel employees for leisure in accordance with Corporate Office policy guidelines. These free of charge rooms must be authorized by General Manager/Hotel Manager/Director of Operations or Chairman.免費房：用于商業(yè)原因的不收取費用的房間例如:?？图奥眯猩?；按照公司政策為員工提供的免費房間；所有免費房間的使用都必須得到總經(jīng)理/酒

15、店經(jīng)理/運營總監(jiān)或董事長的批準(zhǔn)。Connecting:Adjacent rooms that are has a connecting doors.連通房：用連接門連通的相鄰的房間Confirmation:A written agreement from a hotel to a future guest, showing details of his reserved acmodation.確認：賓客向酒店出具的書面協(xié)議，說明其具體的預(yù)定內(nèi)容。Corporate Rates:Rates set by the hotel for all guests whose bookings are ma

16、de by panies which are listed on the Hotel Corporate Accounts List.公司價：酒店為那些由不同公司為其預(yù)定房間的客人設(shè)置的房價，公司必須包括在酒店的公司列表中。Credit Refund:A refund of cash deposit which was obtained from guest upon check-in. Guest is to acknowledge receipt of the credit balance on the system generated paid-out voucher. All othe

17、r credit balances e.g. prepayment/deposit paid by travel agents/panies should only be effected through the accounting department.存款返還：將客人之前入住時存入的現(xiàn)金返還給客人?？腿藢⒊惺芟到y(tǒng)產(chǎn)生的支付憑單。其他存款余額，例如，旅行社/公司付給酒店的預(yù)付款或存款需由財務(wù)部進展結(jié)算生效。Crib/Cot:A baby bed.嬰兒床/兒童床:供嬰兒/兒童使用的小床Day Use:Same day check-in and check-out between 6:00a

18、m to 6:00pm and charged 50% off rack rate (Delu*e category and up preferred).日用房：入住及退房時間在當(dāng)天6:00am至6:00pm之間，并按照市面房價的50%收費。推薦對豪華套房或以上級別房間使用Room Move/Room change when guest is not in room. To be carried out inDead-Move: the presence of a senior staff, preferably a Lobby Guest Services Manager or a Secu

19、rity Officer.房間變動：在賓客不在時為賓客調(diào)換房間。調(diào)換房間時必須有高級別員工在場，最好有大堂賓客效勞經(jīng)理或保安部經(jīng)理在場。Departure:Date of check-out.離店：賓客退房的日期。Discount:Percentage of rate taken off room for Travel Related Personnel e.g. Travel Agent, Airline and hotel Staff, etc.折扣：為旅行相關(guān)賓客提供的相關(guān)房價折扣的百分比。例如，旅行社、航空公司及酒店員工等。Do-Not-Disturb:When a guest req

20、uests for a confidential stay room, or leaves a locator message, the telephone operator is to activate the DND(Telephone)Function on his/her console so that any ining calls to the guests room will be re-routed to the switchboard automatically.請勿打攪：當(dāng)賓客要求一件私密的房間，并向總機發(fā)出信息，總機啟用房間的請勿打攪功能。啟用此功能后，任何打進房間的都會

21、被自動轉(zhuǎn)接到控制室。Do-Not-Disturb:When a guest hangs the DND (Privacy Please) sign outside his room door or activates the DND light, the room attendant will inform the Housekeeping Coordinator to call the guest at 2:00pm to check when he prefers his room to be cleaned. In the event that there is no response

22、from the room, a Floor Supervisor together with the room attendant will enter to make up the guests room.請勿打攪：將賓客在房間門外懸掛請勿打攪DND或勿擾Privacy Please標(biāo)識，或亮起請勿打攪DND燈時，客房保潔員會通知客房協(xié)調(diào)員在下午兩點的時候詢問賓客是否需要清掃房間。假設(shè)房間內(nèi)沒有任何反響，樓層主管會與客房保潔員一同進入賓客的房間進展清掃。Double Occupancy:Percentage of rooms occupied by more than one person

23、.雙重入?。河卸嘤谝蝗巳胱〉姆块g占總房間數(shù)目的比率。Downgrade:Moving a guest to a lower category room and decreasing his roomrate.降級：將賓客安排到低等級房間入住并減少其房費。Due-In:E*pected check-in today.應(yīng)入?。嘿e客當(dāng)日應(yīng)當(dāng)入住酒店Due Out:E*pected check-out today.應(yīng)退房：賓客當(dāng)日應(yīng)離開酒店。Early Arrival:Early morning arrival is subject to space availability (6:00am star

24、t of day). If a client informs the hotel that he is arriving early, he must be informed that check-out time is not until 12:00noon and the hotelcannot guarantee the room before then. We will, however, do our utmost to have a room ready as soon as possible. If the client wishes, he can reserve and pa

25、y for the room the night before to ensure immediate occupancy on arrival.提前到達：清晨提前到達應(yīng)根據(jù)具體客房情況而定6:00am為一天的開場時間。假設(shè)賓客通知其將提前到達，酒店必須通知賓客退房時間為中午十二點，在中午十二點之前酒店不能保證為賓客保存房間。但是，酒店會盡最大努力為賓客在最短時間內(nèi)準(zhǔn)備好房間。如果賓客愿意，可以提前預(yù)定并預(yù)付房款，這樣可以保證在到達酒店時及時入住。Early Departure:Guest who checked out earlier than the e*pected departure

26、date.提前離開: 賓客比原定日期提前離開酒店。E*tension of Stay:Authorized change of departure dates.入住延長：已確認的賓客對離店時間的改變。E*tra Bed:Same with Rollaway Bed (R.W.B) A portable single bed which can acmodate an additional guest.加床：與可移動床同義。一只可移動的單人床，可供另一客人使用。E*tra Rate:Applies to third person in room and not e*tra bed. E*tra

27、person/bed rate to be waived for Suite occupants.附加費：用于房間內(nèi)的第三人未加床。附加費不適用于使用套房的賓客。Guaranteed:Refers to a reservation that has been guaranteed. This means that the guest plans on arriving after 6:00pm and has guaranteed to pay should he fail to arrive. The hotel will hold the room all night, and if th

28、e guest does not arrive, he will be charged. In the event that the has guaranteed and the hotel does not have space when he arrives, the hotel will find alternative acmodation at a similar hotel and pay for it.有保證預(yù)定：是指可以保證入住的預(yù)定。指賓客方案在6:00pm后入住，并保證假設(shè)無法入住會支付關(guān)費用。酒店會為賓客整晚保存房間，假設(shè)賓客沒有入住，其會支付相關(guān)費用。在賓客保證預(yù)定的情

29、況下，賓客入住時假設(shè)沒有房間入住，酒店將在另一相似的酒店為其提供住宿并支付費用。Guest Type Code:Differentiates amongst various types of guest to allow for delivery of specific amenities and services.賓客種類代碼：用于區(qū)別不同種類賓客所要求特定賓客用品及效勞的代碼。Guest Folio:Statement of guests hotel charges.賓客報表：酒店為賓客出具的費用報表。Guest History:Records showing details of gue

30、sts previous visits to our hotel e.g. address, length of stay , credit cards used, room preference, likes or dislikes, etc.賓客歷史：賓客以前在酒店入住的具體情況記錄。例如，地址、入住時間、信用卡信息、喜好房間或厭惡的事物等。Half day charge:A charge of 50% off folio rate for late check-out after 6:00pm (50% off rack for wholesale guests who wish to

31、e*tend late check-out on their own account).半日費用：在6:00pm后退房時，征收的實際房價的50%。團體賓客由于自身原因需要延時退房時，征收市面房價的50%。House Count/Status:This term indicates the occupancy of the hotel at any time of the day, e*pressed in either actual rooms or percentage.酒店情況：是指一天特定時間的酒店房間入住情況，用使用中酒店房間數(shù)目或比率表示。House use rooms:Non-re

32、venue producing guestrooms occupied either on a permanent or temporary basis under the following conditions: Permanent House Use:-House use by staff living in the hotel for a minimum period of 6 months.-Converted into offices for hotel management use.Temporary House Use:-Rooms provided on a plimenta

33、ry basis to members of staff for temporary use of less than 6 months, to consultants/suppliers for business purposes relating to the hotel and entertainers contracted to perform at the hotel outlets.All house use room requests must be authorized by General Manager/ Hotel Manager and the respective D

34、ivision Head.酒店自用房：在以下情況下，長期或短期內(nèi)，酒店不收取任何費用的客房： 長期使用： -酒店員工在酒店居住使用的房間，最短時間為六個月。 -酒店管理辦公室使用的房間 短期使用： -出于酒店商業(yè)原因，短期內(nèi)時間少于六個月為酒店的參謀/供給商、酒店的簽約演藝人員提供的免費房間。 所有酒店自用房的使用都必須有總經(jīng)理/酒店經(jīng)理及相關(guān)部門主管的授權(quán)。Joiner:Aguest to check into room with already a registered guest requiring a separate account.同住賓客：另一位賓客與已經(jīng)登記入住的賓客使用同一間

35、房間，但是分開酒店帳單進展付賬。Key Permit:An in-house guest authorizes another non-registered guest to gain access to his room.鑰匙許可：已入住的賓客授權(quán)另一位未登記的賓客進入其房間的許可。Key Request:In-house guest requests for a second room key or another key to replace his/her lost key.鑰匙請求：已入住的賓客要求第二只或另一只鑰匙，用于代替其喪失的鑰匙。Late Check-Out:Additio

36、nal time allotted by the hotel after normal check-out time with or without e*tra charge. Free-of-charge is subject to space availability or as promised.延時退房：酒店設(shè)置的、在正常退房時間后、不收取其他費用的延時時間。免費延時將由酒店的入住情況及對賓客的事先承諾決定。Limousine:Hotel vehicle used to transport guests to or from theairport/train station/pier

37、or hourly bookings. Normally a medium-size car.豪華轎車：酒店車輛用于接送車站、機場或碼頭的賓客，或用于特定時間。一般為一輛中等大小的轎車。Locator Message: Guest advises that he/she may be contacted at a specific location when he/she is not in the room for a period of time.賓客位置口信：賓客提前通知在其不在房間的*一時間段內(nèi)，其會在*一特定的地點。Logbook:Book for inter-department

38、munication.日志本：用于部門間聯(lián)絡(luò)的筆記本。Net Rate:A non-missionable or ta*-deducted rate.凈房價：沒有任何傭金或稅收減免的房價。No-Show:Guest who did not arrive when acmodation was reserved. Guaranteed no-shows are not to be checked into the FIDELIO to capture occupancy. The Front Office manager in consultation with the Director of

39、Marketing, is to advice the Credit Manager the following day which guaranteed no-shows to be charged. All relevant correspondences are to be attached to the no-show report and submitted to Credit Manager for proper billing.未出現(xiàn)：在賓客已預(yù)定酒店客房時，沒有按時到達酒店的情況。有保證未出現(xiàn)情況不會計入FIDELIO進展入住登記。在前臺經(jīng)理與市場總監(jiān)在在商議后會通知付款經(jīng)理在

40、另一天對賓客的有保證未出現(xiàn)情況進展收費。所有相關(guān)文件將與未出現(xiàn)報告一同上交付款經(jīng)理進展存檔。Out of Order Rooms:Rooms removed from saleable inventory due to major repair works e.g. renovation or refurbishment. (O.O.O)不可使用房間：由于重大修理，例如翻新或裝修，從可銷售房類中移除的房間(O.O.O)Out of Service:Rooms temporarily blocked off for minor repair works e.g. servicing of air

41、-conditioners, general cleaning; or rooms temporarily closed off due to low occupancy. (These O.O.S rooms do not affect the occupancy forecast.)不可效勞房：由于輕微修理，例如空調(diào)的檢修或整體清潔的暫時必可使用的房間； 或由于低入住率而關(guān)閉的房間。此類房間對入住預(yù)期沒有影響。Out-of-Town:A situation where a guest wishes to leave town for several days during his stay

42、 with the hotel. Usually the room charge continue to apply during the guests absence. Following relevant department is to be notified:Duty Manager- Lobby to double lock the room after Housekeeping has cleaned the room, for security reasons.Duty Manager to leave a Trace on the day of guests return fo

43、r Duty Manager-Lobby to release the room for Housekeeping to dust the room.Telephone Operator to leave a Locator message in guests profile daily.出行：用于描述在酒店入住的客人需要離開本地幾天的情況。一般情況下，在賓客不在酒店的時間內(nèi)，房間始終產(chǎn)生費用。需要通知以下部門; 1 前臺值班經(jīng)理-出于平安考慮，在清潔員清掃房間后對房間雙重上鎖。 2 值班經(jīng)理為前臺值班經(jīng)理留下賓客回酒店的信息，在賓客回房間前讓保潔員對房間進展清潔。 3 總機按照賓客留下的信息

44、為賓客設(shè)置賓客位置口信Package:A bination of a room, meals, laundry/valet, SPA or other services sold in one deal.整套效勞：一整套房間、餐飲、洗衣/燙衣、水療效勞的組合。Permanent Folios:Room types defined in Fidelio beginning with P are considered pseudo or dummy room types. The system provides all normal functionality available in Fidel

45、io for P room types, such as creating reservations, attachment of Travel Agent or pany profiles, charge routing, check-in , posting, settlement by all payment methods, check-out ,etc. These rooms are not included in the daily rooms statistics, but revenue and payment figures are taken in as part of

46、the hotel total. This fle*ibility allows these dummy rooms to fulfill a variety of functions for the hotel. In order to segregate the functions and easily identify the purpose of each P room type, it is remended to use the following designations:PM: Group MasterGroup master folios are the traditiona

47、l group billing folios. Postings can be made directly to the group folio, or charges routed from the folios of individual group members.PF: Posting FoliosPermanent folios are an effective tool for posting charges and settlement not directly related to a guest folio. This includes the F&B revenue and

48、 settlement from the POS system, minor operation departments without an on-line POS terminal, and various non in-house guest charges (deposit payments after office hours, late charges).PY: Staff Quarters/OfficesIf the hotel has staff quarters or offices, these rooms can be configured as PY rooms. Th

49、is allows for Micros online posting, and use of Fidelios message functions (printed messages, telephone lamp control).Permanent Rooms:Revenue producing guestrooms which are converted to retable office units. Revenue is earned for the duration of the contract period irrespective of whether the room i

50、s occupied or not. Additionally, these rooms cannot be sold to other guests when not occupied by the contracted tenants.永久占用房間：可銷售的客房被變更為辦公單位。在合同有效期間，不管客房是否被使用，酒店都會對房間進展收費。另外，此類房間在租住賓客不使用的時間也不可出售給其他賓客進展使用。Pre Assigning/Block:Setting aside rooms for reservations with specific requests for a service,

51、feature, amenity and early arrivals.提前安排/占房：安排一定數(shù)量的房間用于對房間設(shè)施、用具有特定要求的賓客或提前到達賓客使用。Pre-Register:Process whereby guests full particulars are printed on registration card prior to arrival and only guests signatures are obtained upon check-in.提前登記：指在賓客入住前所有具體信息都已在登記卡中完成，客人在入住時只需簽名便可完成入住。Profile:A master

52、record of details of a guest/pany/travel agent e.g. name, address, telephone number, guest history and etc.檔案：一份對賓客、公司或旅行社的詳盡記錄，例如，*、地址、及賓客入住歷史等。Rate change:When the room rate is altered for a room which is already occupied.房價變更：在房間已經(jīng)入住時，對房間價格的變更。Register:Process of putting a guest record into the h

53、otel system as an in-house guest.登記：將賓客信息作為已入住賓客記錄在酒店電腦中的過程。Registration Card:Card used by all guest to register at check-in into the hotel.登記卡：在所有賓客入住酒店時登記使用的卡片。Room discrepancies:Rooms reported by Housekeeping when the physical status of the rooms do not tally the Front Office FIDELIO status.房間差異:

54、 客房部報告房間情況與前臺FIDELIO系統(tǒng)顯示情況有差異。Rooming List:A list of guest names provided by a travel agent or group organizer to the hotel to inform names of persons occupying the block booking.房間使用列表：由旅行社或組織者向酒店出具的團體賓客，用于描述團體預(yù)定房間者的*。Routing Instructions:Process whereby billing instructions are set in guestsreserv

55、ations.路線指示：在為賓客做預(yù)定結(jié)帳指示時系統(tǒng)出現(xiàn)的指示過程。Share with:Two or more guests occupying the same room but with separate accounts or folios.分擔(dān)： 兩位或更多的客人使用同一間客房，但是客人單獨承當(dāng)自己的帳單。Skip Room: A condition where a room is reported as Vacant by Housekeeping but reflected as Occupied in Front Office Status. This occurs when:

56、Front Office checks in a new guest after Housekeeping has updated the status to Vacant CleanGuest may have checked out without settling his bills.Front Office may have forgotten to check out the guests folio after settling the bills.Guests name was checked into the wrong room.Room change was not upd

57、ated after a guest has physically moved to another room.遺漏房： 客房部報告房間為空房狀態(tài)，但是在前臺顯示的狀態(tài)為占房。此類情況在以下條件時可能發(fā)生： 1 在客房部報告房間為凈空房后，前臺已經(jīng)入住了賓客。 2 賓客有可能在沒有結(jié)帳的情況下離開酒店。 3 前臺可能忘記在結(jié)帳后完成賓客酒店帳單。 4 客人*在退房時發(fā)生錯誤。 5 在賓客換到另一間房后，沒有及時更改相關(guān)房間信息。Sleep Room： A condition where a room is reported as Occupied by Housekeeping but ref

58、lected as Vacant in Front Office Status. This occurs when:Guest sleeps out of his room without notifying the hotel.Guests name was not checked into the FedlioRoom change was not updated after a guest has physically moved from another room.The room may have been used by unauthorized person.沉睡房：客房部報告房

59、間的狀態(tài)為占房，但是在前臺信息中顯示為空房的情況。此種情況一般發(fā)生在：1 賓客在沒有通知酒店的情況下，在酒店外過夜。2 客人的*沒有登記入FIDELIO系統(tǒng)。3在賓客換到另一間房后，沒有及時更改相關(guān)房間信息4 房間正在被無權(quán)使用的賓客使用中。System Down:Times when puter bees inoperative.系統(tǒng)失效：電腦系統(tǒng)失效的情況。System Up:When puter is operational系統(tǒng)正常：電腦系統(tǒng)可以正常操作的情況。Trace:A message/instruction left in the FIDELIO for the relevant

60、 department to follow up.追蹤：在FIDELIO系統(tǒng)中所留特定的信息，用于特定部門對相關(guān)事宜進展跟進。Upgrade:Situation where a guest is given a higher priced room at a lower rate. Usually for business promotions or out of goodwill. This must be authorized by General Manager / Resident Manager, Director of Marketing, Director or Rooms or