酒店銷售部術(shù)語表

1、Sales and Marketing Glossary of Terms市場(chǎng)銷售部門專用術(shù)語表The following is a set of terms often used within the Hospitality Industry. Please use this list torefer to when referencing unfamiliar words or phrases encountered on a daily basis.以下是一組經(jīng)常用于服務(wù)行業(yè)的專業(yè)術(shù)語， 在日常工作中遇到陌生詞匯和短語時(shí)請(qǐng)參考以下術(shù)語表格 -Hotel Glossary 酒店術(shù)語表。Ad

2、joining 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(nèi)部無相互通道。American Plan (AP) 美式房價(jià) A hotel rate that includes a bed and three meals.一種包括了一房晚及三餐餐費(fèi)的房價(jià)形式。Best Available 最有利狀況 (1) A reservation pledging a principal (a) to provide some sort o

3、f accommodation and (b) toupgrade the client if possible.當(dāng)一項(xiàng)預(yù)定產(chǎn)生時(shí)，A 承諾訂房同時(shí)B 承諾如果可能將為客人辦理客房的升級(jí)。 (2) A request for a reservation meaningI ll take anything you have, but Im willing to pay foryour best.一種預(yù)定包含著下面這種含義“貴酒店提供的所有服務(wù)我都感興趣，但是我只需要貴酒店做得最好的房間安排。 ”Check-in 入住 The hotel day usually starts at 6:00am,

4、 however, occupancy of rooms by arriving guests maynot be possible until after the established check-out time. Guests are required to sign hotel s registration card.酒店?duì)I業(yè)中 “一天” 的概念一般指從早上 6：00 開始，然而只有在當(dāng)日確定的結(jié)賬時(shí)間以后抵店的顧客才能入住客房。客人必須簽署客房入住登記卡。Check-out 離店 All guests should advise hotel cashier upon departu

5、re and follow the agreed-uponprocedureforpayment.Ifroom is requiredby guest beyond hotel s posted check -outtime, approval must begiven by hotel management.所有客人在離開酒店前都必須根據(jù)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(shí)間在酒店規(guī)定的離店時(shí)間之后，必須經(jīng)管理人員同意之后方能辦理。Commercial/Corporate Rate 商務(wù) /公司協(xié)議價(jià)格 The rate agreed upon by a company and

6、the hotel for all individual room reservations.酒店和公司達(dá)成的關(guān)于單間房間預(yù)定的房價(jià)。Confirmed Reservation 預(yù)定確認(rèn) An oral or written statement by a supplier (a carrier ，hotel， car rental company, etc.) That hehas received and will honor a reservation.由供應(yīng)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(yù)定的行為。 Oral confirmations have no leg

7、al worth; even written or telegraphed confirmations havespecified 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(rèn)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 reservation is guaran

8、teed, then that hotel isobligated to honor it.比如預(yù)定條款中說明下午6：00 以后房間預(yù)定將不被保留，那客人在下午6：00 以后到達(dá)酒店，酒店將不必遵守預(yù)定房間承諾，但是如果是預(yù)付款預(yù)定，酒店就必須遵守預(yù)定承諾。Connecting Rooms連通房 Two or more rooms with private doors permitting access from one to the other without use ofhotel 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而在該些房間內(nèi)相互進(jìn)出。C

9、ontinental Plan 大陸房價(jià) 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(jià)。Day Rate 日房房價(jià) A special rate for non-overnight use of a hotel room. Usually good only between 6:00am. and5:00pm.因?yàn)椴辉诳头窟^夜而享受的一種酒店特惠房價(jià)，通常是指早上6：00 到下午 5：00 間的時(shí)段內(nèi)入住酒店客房。Denial拒絕客人 A guest has a reservation

10、 and we have no room left. In this case, we must makeaccommodations for the guest elsewhere:當(dāng)客人已經(jīng)事先預(yù)定，但抵店時(shí)酒店卻沒有房間，酒店就必須為客人在別處訂房： 6:00pm Suggest another hotel that has vacancies.下午 6 點(diǎn)以后建議客人到別處有空房的酒店入住 GTD Reservation We must take care of charges for one night at another comparable hoteland pay for o

11、ne long distance telephone call.GTD 預(yù)定酒店需要免費(fèi)為客人在相同等級(jí)的酒店訂住一房晚，另還應(yīng)為客人免費(fèi)提供長途電話一個(gè)。Deposit Reservation 押金式預(yù)定 A reservation for which the hotel has received cash payment for at least one nightadvance and is obligated to hold the room regardless of the guest arrivals. Most commercials lodging inhotels do n

12、ot feel obligated to refund deposits unless reservations are cancelled at least 48 hours inadvance.酒店接受了以至少一房晚價(jià)格的現(xiàn)金作為押金的事先客房預(yù)定， 就應(yīng)在任何情況下都為客人保留預(yù)定房間， 不論客人抵店與否。 大多數(shù)商務(wù)型酒店都不返還預(yù)定押金， 除非客人提前至少 48 小時(shí)取消預(yù)定 。 Cancellation policies at resort hotels vary and should be verified in advance.旅游度假型酒店的預(yù)定取消政策可以變更，可以事先查證

13、。Double 雙床房 Loosely, any hotel room for two persons; more specifically, a room with a double bed. A roomwith 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(biāo)準(zhǔn)房價(jià)格 The full

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

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

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

17、cipal for confirmation.是指不考慮訂房確認(rèn)所需的因素而承諾確認(rèn)一定數(shù)量房間（通常有明確標(biāo)注日期）的行為。Gross/Commissionable Rates 傭金房價(jià) Rates for rooms that are booked by retail or wholesale travel agents for which the hotel agreesto pay the booking agent a booking commission (usually 10%).由旅行社零售商或者批發(fā)商預(yù)定酒店客房，對(duì)方傭金時(shí)的客房價(jià)格。酒店按照協(xié)議以一定比率（通常10%）返還

18、給Group Rate 團(tuán)隊(duì)房價(jià) Specific room rate for a group agreed upon by the hotel and group in advance (with aminimum number of rooms).由酒店和團(tuán)隊(duì)事先達(dá)成協(xié)議（通常有團(tuán)隊(duì)定房基數(shù)限制） ，團(tuán)隊(duì)能在酒店入住時(shí)享受的特惠房價(jià)。Guaranteed Payment Reservation 預(yù)付款預(yù)定 A hotel reservation secured by the guests agreement to pay for his room whether he uses it or

19、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(shí)際入住都按規(guī)定交納房費(fèi)的客房預(yù)定形式。擔(dān)保金的公司，旅行社或旅游批發(fā)商來完成預(yù)付款。這類預(yù)定通常由在酒店存有High Risk Accounts高風(fēng)險(xiǎn)客戶 Those which are more likely than others to turn into a skip. These accounts shou

20、ld be watchedclosely. 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(duì)該類客戶應(yīng)該注意其動(dòng)向， 任何異常情況都應(yīng)及時(shí)向總經(jīng)理匯報(bào)。Hospitality會(huì)客間 A hotel suite, parlor or studio engaged for the entertainment of those attending a convention orsimilar meeting.酒店的套間，會(huì)客室或者專門房間，用來供參加會(huì)議或類似活動(dòng)的客戶休息娛樂使用。Hotel packa

21、ge 酒店包價(jià) A package offered by a hotel, sometimes consisting of no more than a room and breakfast, andother times, of transportation, room, meals, sports facilities and other components.酒店提供的包價(jià)優(yōu)惠， 有時(shí)是指一房晚和一份早餐， 有時(shí)是指酒店客房和交通， 餐飲，住宿，體育設(shè)施和其他優(yōu)惠的打包政策（包價(jià)） 。Housekeeping Report 房務(wù)報(bào)告 A daily report completed by

22、 the housekeeper of the status of every room in the hotel. There areFive categories of room status:由房務(wù)部工作人員每日負(fù)責(zé)填寫的一種酒店各客房的狀態(tài)匯報(bào)，房態(tài)狀況分為以下五個(gè)方面：Ooccupied (facilities used and baggage possible stayover)O入住狀態(tài)（房間設(shè)施已經(jīng)使用，行李在房內(nèi)，客人有可能在客房過夜）V Vacant (room not used, not baggage)V 無人狀態(tài)（房間未被使用，無行李）NB No baggage (f

23、acilities used, probable check-out)NB 無行李狀態(tài)（房間設(shè)施已經(jīng)使用，可能已經(jīng)離店）SOSleep out (room not used with baggage)SO未過夜?fàn)顟B(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 roomrack.該報(bào)告是前臺(tái)用來核實(shí)實(shí)時(shí)房態(tài)的最重要依據(jù)。Hou

24、sing Bureau 房務(wù)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 anad hoc basis during major tourist events to maintain a registry of private accommodations tosupplement an ar

25、ea s regular lodging industry.一種由政府發(fā)起組織的機(jī)構(gòu)， 專門在大型會(huì)議舉行的時(shí)候參與客房入住調(diào)節(jié)的工作。開展大型旅游活動(dòng)項(xiàng)目的特殊時(shí)期建立起來， 用以地區(qū)正常旅游住房行業(yè)的補(bǔ)充，個(gè)人入住客房的登記和預(yù)訂工作。通常在負(fù)責(zé)維持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(jià) A wholesale rate to be marked up for e

26、ventual resale to the consumer.以批發(fā)價(jià)格為基礎(chǔ)，用來賣給所有最終消費(fèi)者的標(biāo)價(jià)價(jià)格。No show 未到達(dá) Guest with confirmed reservation who does not arrive and whose reservation was notcancelled.客人之前確認(rèn)了預(yù)定，然后卻在未取消預(yù)定的情況下沒有到達(dá)酒店的狀況。Occupancy Rate 入住率 The ratio, expressed as a percentage, of room nights sold to the total offered for sale

27、 by a hotelor group of hotels.一種通常用百分比形式標(biāo)出的一家或幾家酒店的實(shí)際銷售客房數(shù)量與可供銷售客房數(shù)量的比率。Parlor 會(huì)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(dāng)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(yùn)送服務(wù) Baggage handling service. The client on a tour which includes porterage should not

28、have tocarry his luggage or pay the person who does.運(yùn)送行李的服務(wù)項(xiàng)目。 如果顧客要求的酒店服務(wù)中已經(jīng)包含了行李運(yùn)送服務(wù)， 顧客就可以享受免費(fèi)的專人行李運(yùn)送。Pre-registration 預(yù)先入住登記 Room assignment and the filling out of registration Cards prior to a guests arrival. Often usedfor convention, meeting and tour guests.是指在顧客抵店前已經(jīng)為顧客辦理了客房分配和入住卡填寫手續(xù)，通常是為會(huì)議或

29、旅游顧客提供該項(xiàng)服務(wù)。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(jià) The official charge as established and posted by a travel principal: not usuallyused by touroperators.根據(jù)旅游法規(guī)制定并宣布的官方正式價(jià)格；通常不在旅游經(jīng)銷商的實(shí)際經(jīng)營中使用。Run of the House Rate 均價(jià) A flat price at which a hotel agrees to offer any of its

30、rooms to a group.酒店和團(tuán)隊(duì)達(dá)成協(xié)議，酒店將以統(tǒng)一的價(jià)格向團(tuán)隊(duì)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(chǎn)品的房間，可以包括寢具也可以不包括。Service Charge 服務(wù)費(fèi) (1) A specified percentage of a hotel bill (usually somewhere between 10% to 20%) assessedagainst a guest; in retur

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

32、e used by one person.房間和設(shè)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 promotionalrate, lower than peak and higher than off season.除開酒店經(jīng)營旺季和淡季以外的時(shí)間。 通常在此時(shí)段內(nèi)推出比旺季梢低同時(shí)比淡季梢高的酒店優(yōu)惠促銷產(chǎn)品價(jià)格。Studio 多用間 A hotel room with a couch or couches t

33、hat convert into beds. may be used as a parlor or abedroom.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(shí)也可以用做會(huì)客室。Suite 套間 A parlor connected to one or more bedrooms. When requesting a suite, always designate thenumber 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(shí)， 需根據(jù)顧客要求臥室的數(shù)量來分配套間。Twin 雙床房 Room for two gues

34、ts with two single beds.內(nèi)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 a king s

35、ize 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(shí)記錄顧客實(shí)時(shí)房費(fèi)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 bedand special amenities.放置大床，擁有超大的休息室躺椅或沙

36、發(fā)床及一些其他客用設(shè)施，經(jīng)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(jìn)行打掃清理工作，完畢后立即可以出售。Over 無房 If reservations areover, more rooms have been reservedthanare actually available.如果預(yù)定已滿，預(yù)定房數(shù)超過實(shí)際可用房間數(shù)時(shí)的狀況。PBX Telephone switchboard.電話總機(jī)Registration card (REG. CARD)住房登記

37、卡 That portion of the folio which when filled in by the guest provides all information necessaryto complete check in.客人在辦理酒店入住手續(xù)時(shí)需要填上所有必要信息的卡片，登記卡是FOLIO系統(tǒng)的一個(gè)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(nèi)出售次數(shù)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(shí)際入住客房狀況和FOLIO 系統(tǒng)記錄房態(tài)是否吻合。Skip 跑單（未結(jié)賬