FO-SOP酒店標(biāo)準(zhǔn)操作程序-前廳部(中英文對(duì)照)

PAGESTANDARDOPERATINGPROCEDURES標(biāo)準(zhǔn)操作程序POLICYNO. SUBJECT編號(hào)標(biāo)題FO-DM-001DutyCheckList工作檢查表FO-DM-002BombThreat

炸彈威脅FO-DM-003CarAccident

交通事故FO-DM-004VIPCheckin重要客人入住FO-DM-005Accident–Guest意外—客人FO-DM-006GuestComplaintsandDisputes客人抱怨和爭(zhēng)執(zhí)FO-DM-007RequestforDoctor/Hospitalization求醫(yī)要求/住院治療的要求FO-DM-008Fights爭(zhēng)斗FO-DM-009Fire火災(zāi)FO-DM-022Lost&Found丟失和發(fā)現(xiàn)FO-DM-024SafetyBox 保險(xiǎn)箱FO-DM-028IncomingFaxes/Emailatnighttime夜間接受傳真/電子郵件FO-DM-030Valuables貴重物品保管FO-DM-031GuestBirthday客人生日FO-BC-002Incomingfaxes接收傳真FO-BC-005MeetingRoomRental會(huì)議室租用FO-BC-006OutgoingFax發(fā)送傳真FO-BC-007DHL/EMS/CourierServicesDHL特快專(zhuān)遞FO-CON-002BaggageServiceforArrivals行李抵達(dá)服務(wù)FO-CON-003BaggageServiceforDeparture行李離店服務(wù)FO-CON-004BaggageServiceforgroupArrivals團(tuán)隊(duì)行李抵達(dá)服務(wù)FO-CON-005BaggageServiceforgroupDeparture團(tuán)隊(duì)行李離開(kāi)服務(wù)FO-CON-006BaggageStorage行李貯存服務(wù)FO-CON-007Brochures,MapsandDirections指引冊(cè)，地圖，導(dǎo)游冊(cè)FO-CON-008Flags旗幟FO-CON-009AllIncomingItems 所有收入條款FO-CON-010Newspapers報(bào)紙F(tuán)O-CON-011OutgoingItems外送物件FO-CON-013RoomingGuest陪同客人進(jìn)房間FO-CON-014ShuttleBus班車(chē)FO-CON-015Outdatedmail,faxesandparcels過(guò)期的郵件，傳真和包裹FO-CON-016PagingService呼叫服務(wù)FO-CON-017postalexpressservice郵政快遞服務(wù)FO-CON-018Taxibookingandarrangement出租車(chē)預(yù)訂及安排FO-CON-019Trolley 手推車(chē)服務(wù)FO-CON-020Umbrella雨傘服務(wù)FO-CON-AR-001Airportsendoff機(jī)場(chǎng)送行FO-CON-AR-002AirportPickUp機(jī)場(chǎng)接客FO-CON-AR-003AirportLostLuggage行李丟失FO-CON-AR-004VIPArrive-Limousine接重要客人-豪華轎車(chē)FO-CON-AR-005VIPArrive-(ByTaxi)接重要客人（用出租車(chē)）FO-CON-AR-006MobilePhone移動(dòng)電話FO-CON-DRICER-001HouseUse/ComplimentaryVehicle酒店自用/免費(fèi)用車(chē)FO-CON-DRIVER-002LimousineAvailability 大型轎車(chē)使用率FO-CON-DRIVER-003LimousineCleaning&Maintenance 大型轎車(chē)清潔和保養(yǎng)FO-CON-DRIVER-004Mileage/PetrolControl 運(yùn)程/汽油控制FO-CON-DRIVER-005LimousineRequest 用車(chē)申請(qǐng)F(tuán)O-CON-DRIVER-006TheResponsibilityofDriver 司機(jī)責(zé)任保證FO-EF-007GuestPreference客人愛(ài)好FO-EF-008ExecutiveFloorCheckIn行政樓層入住FO-EF-009Hosting 招待FO-FD-010ComputerDown計(jì)算機(jī)系統(tǒng)崩潰FO-FD-011ForeignCurrencyExchange外幣兌換FO-FD-016InternalTraceReport內(nèi)部事務(wù)報(bào)告FO-FD-017KeyControl鑰匙控制FO-FD-018Lost&FoundatCheckIn失物招領(lǐng)FO-EFM-012VIPCheckIn重要客人入住FO-EFM-016AllegedTheft偷竊FO-EFM-017GuestComplaintsandDisputes客人抱怨和爭(zhēng)執(zhí)FO-EFM-018Complimentary/HouseUse免費(fèi)房使用FO-EFM-020RequestforDoctor/Hospitalization求醫(yī)要求/住院治療FO-EFM-023LostandFound失物招領(lǐng)FO-EFM-024SafetyDepositBoxesKeyInventory保險(xiǎn)箱鑰匙清單FO-EFM-025SafetyBox保險(xiǎn)箱FO-EFM-027Valuables貴重物品保管FO-EFM-028In-HouseClinic酒店醫(yī)療中心FO-EFM-029GuestBirthday客人生日FO-EFM-030GuestJoin-InAuthorization會(huì)員加盟授權(quán)FO-EFM-031GuestComments客人意見(jiàn)FO-EFM-032BookingatotherPlazaRoyaleHotel豪廷酒店網(wǎng)絡(luò)內(nèi)約定FO-EFM-033HotelEvents酒店活動(dòng)FO-TEL-001TelephoneControlDDD/IDD國(guó)際/國(guó)內(nèi)長(zhǎng)途電話控制FO-TEL-002CallAccountingSystem電話記費(fèi)系統(tǒng)FO-TEL-003CallBarringandUnbarring電話禁呼和解禁FO-TEL-004DoNotDisturbFeature 請(qǐng)勿打擾事宜FO-TEL-005GuestLocatorFeature為客人接電話至指定地點(diǎn)FO-TEL-006IncomingCalls接聽(tīng)來(lái)電FO-TEL-007OperatorAssistedCalls接線員輔助呼叫FO-TEL-008PABXAdcomFaxSystem專(zhuān)用交換機(jī)傳真系統(tǒng)FO-TEL-009PABXAdcomMailSystem專(zhuān)用交換機(jī)郵件系統(tǒng)FO-TEL-010PublicAddressPagingSystem公共提示標(biāo)志FO-TEL-011WakeupCall叫醒服務(wù)FO-TEL-012Personalcalls私人電話FO-001BaggageService行李服務(wù)FO-002BusinessCenterService商務(wù)中心FO-003EngineeringService工程服務(wù)FO-004HandlingGuestComplaints處理客人投訴FO-005HandlingIncomingCalls處理來(lái)電FO-006HousekeepingService客房服務(wù)FO-007RoomService-IncomingCall客房送餐來(lái)電FO-008In-RoomDiningOrder客房用餐預(yù)訂FO-009RunnerService特殊服務(wù)

FrontOfficeTermstoKnow前廳部須知A.H.&M.A.AmericanHotelandMotelAssociation.美國(guó)飯店及汽車(chē)旅館協(xié)會(huì)AccommodateApromiseofaroomforaguest–ifnotinthathotel,thenacommitmenttofindaroomelsewhere.對(duì)客人保證客房的承諾AdjoiningRoomsTwoormoreroomssidebysidewithoutaconnectingdoorbetweenthem.Inotherwords,roomscanbeadjoiningwithoutbeingconnecting.兩間或兩間以上并排的、之間沒(méi)有房門(mén)直接聯(lián)系的房間。換言之，即相互毗鄰但不連接的房間。Adjust/AdjustmentAcorrectionofanerrorthatoccurredonapreviousday.對(duì)于之前發(fā)生的錯(cuò)誤給予的修改AdvanceDepositPrepaymentofroomcharges.房間預(yù)付款A(yù)verageDailyRateTheaverageofrateschargedforguestroomsduringonedayofbusiness.Methodofcomputation:日收取的商務(wù)客人平均房?jī)r(jià)。估算方法:ADR=Totalguestroomrevenuedividedbynumberofroomssold.ADR=賣(mài)出房的客房總收入除以賣(mài)出的房間數(shù)量。BankFundsissuedtocashierforhandlingguesttransactionswhichmustbebalancedatthebeginningofeachshift.為客人提供的交易資金必須在每次交班的開(kāi)始時(shí)移交給出納.BlockAgroupofroomsheldattherequestofSalesorCatering.一批供銷(xiāo)售或宴請(qǐng)使用的房間。BlockedRoomRoomnumbersassignedinadvanceofarrivalonthesamedayofarrival.房間號(hào)碼被事先安排和到達(dá)時(shí)一樣的房間。BookingAgreementReferencematerialforanumberofreservationsmadeunderacompanyorgroup.為公司或團(tuán)隊(duì)預(yù)訂準(zhǔn)備的參考材料。BucketTrayusedforfilingguestfoliosbyroomnumberatFrontDesk.在前臺(tái)上，用于為客人盛放房間號(hào)碼的便條的碟子BucketCheckWhenyoucomparetheroomboardwiththebucket.用門(mén)牌號(hào)碼和便條比較BudgetCheckAM&PMcomparisonofguestbucketfolioswithroomracktoverifyaccuracyofaccount.上午和下午的客房便條比較，檢測(cè)房間帳戶的準(zhǔn)確性CatchtheSpiritCatchthetrainingspiritwithour“CatchtheSpirit–PhaseI”educationprogram.Theprogramincludesathree-partvideotrainingseries,facilitator’sguideandcertificationprogramthroughPlazaRoyaleInternational,Inc.,preparedforFrontDesk,HousekeepingandMaintenanceemployees.用“領(lǐng)會(huì)精神—1”的課程領(lǐng)會(huì)精神。該課程包括三個(gè)培訓(xùn)系列片。豪廷集團(tuán)將提供指導(dǎo)和給予資格認(rèn)證，其中涉及前廳部、客房部員工和維修員工。“CatchtheSpirit–PhaseII,”willcontinuetheeducationaltoolsthatsupportline-levelstaff.ThefocusthisyearisontheFrontOfficeProfessionalandLobbyRetailing.“領(lǐng)會(huì)精神—2”課程將繼續(xù)這一教育員工工作。并主要針對(duì)前廳部的銷(xiāo)售工作。TheFrontOfficevideobasedtrainingprogramisgearedtowardfrontdesketiquette,multi-tasking,handlingguestcomplaintsandsalestechniques.The“VirtualLobby”videowillhighlightthewaystomerchandiseyourlobbytosuccessfullysellallpropertyfeaturesandAmenities.前廳部培訓(xùn)課程基于前臺(tái)禮節(jié)、多重任務(wù)、解決客人投訴和銷(xiāo)售技巧?！疤摂M大堂”的視頻課程將總結(jié)所有以適宜的特點(diǎn)和令人愉快的事宜銷(xiāo)售的方法。Check-lnHoteldaystartsat6:00a.m.;however,occupancyofroomsbyarrivingguestsmaynotbepossibleuntilaftertheestablishedcheck-outtime(usually1:00p.m.).酒店工作日在早上6點(diǎn)開(kāi)始，同時(shí)，客人離店時(shí)間不得超過(guò)下午1點(diǎn)Check-Out(verb)Tovacateahotelroom,(takingluggage),turninkeyandpaybill;(noun,hyphenated)aroomthataguesthasofficiallyvacated.Check-outtimeisusually1:00p.m.（動(dòng)詞）騰出酒店房間，（取走行李），交還鑰匙并結(jié)帳；（帶連字符的名詞）客人正式騰出的房間，一般在1點(diǎn)。ComfortsofHomeEveryPlazaRoyaleguestwillgetallthelittleextrastomaketheirstayevenmorecomfortable:in-roomcoffee-maker,DM/FMalarmclockradio,weekdaynewspaper.Andatparticipatinglocations,theywillenjoyfreelocalphonecallsandnolongdistanceaccesscharges.Justonemorewaytoaddmorevaluetoyourguest’sstay.每一豪廷的客人將得到所有令其舒適的額外服務(wù)，如：房間內(nèi)咖啡機(jī)、DM/FM警鐘收音機(jī)，周報(bào)等。在人多的地方接聽(tīng)電話，他們將不再為長(zhǎng)距離的等待而付費(fèi)，可享受免費(fèi)的服務(wù)。這是又一種令客人的住宿更超值的方式。

CityLedgerFrontaccountturntobackaccount前臺(tái)帳轉(zhuǎn)往后臺(tái)ClosedDatesDatesonwhichnothingcanberentedbecauseofa“full-house”.由于客滿而無(wú)空房的日期CommercialRateRateagreeduponbycompanyandhotelforallindividualroomreservations.經(jīng)過(guò)公司同意和酒店提供給個(gè)別客人的預(yù)訂的價(jià)格CommissionPaymentPercentageofroomratepaidtotravelagenciesfortheirhotelbookings.旅行社預(yù)訂的房?jī)r(jià)的百分比。ComplimentaryRoom,CompAroomfreeofcharge.免費(fèi)房。ConfirmationAwrittennoticetoguestinadvanceofarrivalthatroomhasbeenreserved.提醒事先抵達(dá)的客人房間已經(jīng)被預(yù)訂的書(shū)面通知。ConnectingRoomsAdjacentroomswithaconnectingdoorinbetween.之間有連接的連通房。ConventionAnassemblyofassociationattendeesoremployeesofcompaniesgatheringforacommonpurpose,usuallyincludingmeetings,banquets,androomaccommodations.為公司的共同目的，由員工出席者和員工參加的集會(huì)，通常包括會(huì)議，宴會(huì)和住宿CorporateRateGuaranteed“notmorethan”roomratesextendedtoamajorcompanyusinghoteloften.確保對(duì)酒店?？汀安皇崭唷钡姆?jī)r(jià)。DayRateRentingroomforpartofhotelday,normally9a.m.-6p.m.Rateis50%ofdoublerateforthatroom.

通常在早上9點(diǎn)到下午6點(diǎn)的記費(fèi)日租用房間，房?jī)r(jià)按雙人房?jī)r(jià)的50%收取。DepositsAmonetarypaymenttohotelbyguestinadvanceofarrivaltoassureroomwillbeheld.客人住房的預(yù)付款DeskInformationBookContainsinformationwhichneedstobeusedforreference.用做參考的信息冊(cè)DirectBillAnaccountwhichhasbeenapprovedbythemanagerandtowhichwewillsendabillaftercheck-out.Thefoliomustbesignedbytheguestatcheck-out.由總經(jīng)理批準(zhǔn)的在結(jié)帳后送出的帳目。其必須在客人離店時(shí)簽字

DiscountRatesUsuallyreferstoa50%discountextendedtotravelagentsandairlineemployees(someunitsmayincludeadiscounttogovernmentemployeesandothersonaperdiembasis).通常是給予旅行社和航空公司職員擴(kuò)大到50%的折扣（有些情況下可以包括對(duì)政府職員的折扣，其他情況下可以精確到角的程度）DoubleAroomtobeoccupiedbytwopeople.一個(gè)房間兩個(gè)人住DoubleDoubleRoomAroomwithtwodoublebeds.一個(gè)房間有兩個(gè)雙人床EfficiencyAnaccommodationcontainingsometypeofkitchenfacility.包括一些帶廚房設(shè)施類(lèi)型的膳宿FlagAcoloredplasticchipplacedintheroomracktodesignatethestatusoftheroom–check-out,recentcheck-in,etc.

一種可放在房間擱架內(nèi)使用的，多用與顯示如入住或離店等房態(tài)的多色彩的塑料片。FlatRateSpecificroomrateforgroup,agreeduponbyhotelandgroupinadvance.經(jīng)過(guò)酒店的同意后為團(tuán)隊(duì)指定特殊的房?jī)r(jià)。FolioUsedtorecordthedetailsofallbusinesstransactedbetweenthehotelandguestduringtheguest’sstay.在與客人交往過(guò)程中，用于記錄酒店和和客人之間特殊商業(yè)交易細(xì)節(jié)的賬單。ForecastAssumingfutureoccupancyofthehotelandfinalavailabilitystatus.設(shè)想酒店將來(lái)的入住率和最終使用狀態(tài)。FrontDeskAreawhereguestchecksintohotel,wherekeysarekept,wheremailisdistributedandfromwhichinformationisdispensed.客人入住酒店，保管鑰匙，郵件和相關(guān)信息表格被分發(fā)的地方。FrontOfficeAreawhereinformationregardingguestsiskept;alsoAssistant-Manager’soffice.相關(guān)客人信息被保存，經(jīng)理助手工作的地方。FrontOfficeCashierPersonwhoaddsupallchargesmadetoaroomandCollectsmoneyupondepartureguestswhooccupiedit.將駐店客人離開(kāi)時(shí)的所有費(fèi)用集中的員工。FrontOfficeAgentPersonwhohelpsguestscheck-inandkeepstrackofroomsavailable.為客人辦理入住手續(xù)和跟蹤房態(tài)的員工。FrontoftheHouseEntirepublicarea.公共區(qū)域。FullCompNochargesmadeforroom,mealstakeninhotel,telephone,valetoranyitems.房費(fèi)、餐費(fèi)，電話費(fèi)等所有費(fèi)用全免的服務(wù)。

GeneralCleanIndicatesthoroughcleaningofguestroomandbath;doneonaperiodicbasis.象征著周期性的房間和浴盆等的徹底清潔工作。GroupCodeTypegroupnameonfoliounderrateinformation.在賬單上記錄著等級(jí)信息的團(tuán)隊(duì)類(lèi)型名稱。GroupReservationAspecifiedminimumnumberofreservationsofroomshandledbythesalesdepartment.由銷(xiāo)售部控制的特殊的房間預(yù)定的最小值。GuaranteeFiguregivenbyfunctionplannertohotel,atleast24hourspriortofunction,statingnumberofpersonstobeserved.Mosthotelsarepreparedtoserveatleast5%overtheguaranteedfigure.Paymentismadeonabasisoftheguaranteednumberofcoversortotalnumberserved,whicheverisgreater.

由計(jì)劃人至少先于24小時(shí)提供的要求被服務(wù)的人員數(shù)量和功能的信息。多數(shù)酒店都是預(yù)先做好多于這個(gè)保證值的5%的準(zhǔn)備。無(wú)論規(guī)模的大小，付款的比例都將基于保證值或服務(wù)的總數(shù)。GuaranteedNo-Show(GTD-NS)放棄預(yù)訂的保證GuaranteedReservation(GTD)Assumingguestdoesnotarriveandcancelthereservationontime,soshouldbepaytheroomchargebycompany,travelagentandpersonandmeanwhileoffertheircompany’screditcard.承諾假如客人沒(méi)有抵達(dá)或者沒(méi)有在合理時(shí)間內(nèi)取消預(yù)定仍為住宿等支付相應(yīng)款項(xiàng)的公司，旅行社或個(gè)人,并且提供公司信用卡帳號(hào)。GuestChargeAnythingputonguest’sbill–purchases,roomservice,telephone,valet,etc.客人的房間、電話、服務(wù)、消費(fèi)等的任何費(fèi)用。GuestFolioSeefolio.客人賬單。HeldLuggageGuest’spropertyheldinlieuofpaymentforaccommodations客人在登記入住時(shí)，有行李員幫他照看私人財(cái)產(chǎn).HighBalanceReportPreparedfornightauditreporttonotifyFrontOfficeManage.通過(guò)夜審向前廳部經(jīng)理通報(bào)客人消費(fèi)已經(jīng)超過(guò)其限定的情況。HoldforArrivalMailandpackages,etc.arrivingpriortoarrivalofguest.“HoldforArrival”isnotedonarticle.先于客人到達(dá)的郵件、行李等。

“HoldforArrival”將寫(xiě)在相關(guān)物件上。HomeOfficeRoomsEachHomeOfficeroomisoutfittedwithalarge,well-litworkdeskwithtelephone,withcomputerdataport,soyourguestscanworkcomfortablyandeffectivelyateveryPlazaRoyalelocation.每一個(gè)家庭辦公房需要配備帶有全套大工作臺(tái)、電話、電腦等的房間，客人可以在豪廷的每個(gè)地點(diǎn)更加舒適高效地工作。

HospitalityAroomusedforentertaining(cocktailparty,etc.)Usuallyafunctionroomorparlor.用于娛樂(lè)（雞尾酒會(huì)等）的房間，通常是一個(gè)功能間或者客廳。HospitalitySuiteAparlorwithconnectingbedroom(s)tobeusedforentertaining.一間和臥室連接用于娛樂(lè)的客廳。HousekeepingReportsReportsturnedintoFrontDeskbyHousekeepinglateinafternoonandusedtoverifythatHousekeepingandFrontDeskshowsamestatusonallroomsinventory.客房部在下午交給前廳部的用于核對(duì)兩個(gè)部門(mén)房態(tài)一致性的報(bào)告。HouseCountHowmanyroomshavebeensoldforthatnight.當(dāng)晚房間的出售量。InformationRackRevolvingrackatPBXwithallguestinformationslipsfiledalphabetically.按字母排列的所有客人信息的旋轉(zhuǎn)擱架。InspectedRoomhasbeenthoroughlycheckedbyaninspectress,supervisororhousekeeper.由監(jiān)督員，主管或管家檢查過(guò)的房間。JuniorSuiteAlargeroomwithapartitionseparatingthebedroomfurnishingsfromthesittingarea.有隔斷分隔臥室和客廳的的普通套房。KidsGoPlazaRoyaleAtPlazaRoyale,kidsalwaysstayfreeandgetfreeFunPacks.Andbecausewecareaboutfamilies,wehaveteamedupwithScholastic,combiningthebestoftravel,entertainmentandeducation.在豪廷，兒童享受免費(fèi)的照顧并得到免費(fèi)的禮物。這是因?yàn)槲覀冴P(guān)心家庭成員，我們結(jié)合了旅游、娛樂(lè)和教育，校園化的聚集在一起。KingLargestsizebedavailablefrommanufacturers;maybe80"by80"or72"by72";maybeformedbyputtingtwotwinmattressescrosswiseontwinboxsprings.制造商提供的最大的床；有可能是80″*80″或72″*72″；也可能用在雙料彈簧上交叉放置兩個(gè)床墊。LogBookDailydiarywherespecialinstructionsarenotedforfollowupand/ordocumentation.記錄特殊指示或文件的日志本。MAP(ModifiedDMericanPlan)Rateincludesbreakfast,dinnerandroom.包括早餐、晚餐等級(jí)的房間。M.l.P.MostImportantPerson.最重要的人物。

MTDMonthtodate-thesearetheaccountingtotalsshowingtherevenuesandexpendituresforaspecificmonthasofaspecificdate.特殊注明的月度為了將特殊月度劃入特殊等級(jí)，顯示所有收入和開(kāi)銷(xiāo)。MakeUpChangelinenonbeds,cleanroomandbathroom,whileguestisregisteredinroom.在客人登記房間時(shí)，為床更換亞麻布，清潔房間和衛(wèi)生間。ManageronDuty(M.O.D.)AssumesfullresponsibilityforthehotelintheabsenceoftheGeneralManager.酒店總經(jīng)理不在時(shí)所要承擔(dān)的全部責(zé)任。MasterBucketContainsinternalandmasterfolios.內(nèi)部容量和主要的賬單。NightAuditorPersonwhobalanceshotelaccountsandpostsallguestchargesonbills.平衡酒店帳目及揭示所有客人帳單的職員。NoShowAconfirmedreservationwhichhasnotbeenclaimedbythecustomer.一個(gè)確定的但并沒(méi)有得到客人認(rèn)可的預(yù)定。OccupancyNumberofroomsactuallyinuse.實(shí)際使用的房數(shù)。OpenTheavailabilityofguestroomsforsale.供銷(xiāo)售的客房的可用性。OperationFunctioningofahotel,especiallyactivities,dealingdirectlywithservingguests.酒店機(jī)能，尤其是活動(dòng)，直接對(duì)客服務(wù)等。OutofOrderRoomsRoomsthatcannotbeoccupiedbyguestduetophysicalreasonlikepaintingdefectiveplumbing,etc.由于物理性原因如油漆、管道堵塞等而不能使用的房間。OversoldReservationshavebeenacceptedbeyondahotel’scapacitytoproviderooms.超出酒店客房承載能力的預(yù)定。PackageToursSpecialpackagepreparedbytouroperatorsincludingrooming,sightseeing,dining,etc.。由觀光經(jīng)營(yíng)者準(zhǔn)備的包括定房、觀光、進(jìn)餐的特殊包裹ParlorAsittingroomwhichmayormaynothavesleepingaccommodations.可以或不能提供住宿的客廳。PlantTheentirehoteloperation.整個(gè)酒店的運(yùn)作。Pre-blockAssigningaspecificroomorsuitenumberpriortoactualarrivaldateofguest.提前為客人以到達(dá)日期提前安排房號(hào)。Pre-RegisteredGuestsregisteredandroomnumberassignedpriortoarrival.Guestneedsonlytosign.在客人抵達(dá)之前就為其登記并安排房號(hào)，客人抵達(dá)只須簽名。PropertyAhotel’sbuilding,landandallfacilitiesconnectedwithit.酒店建筑物以及其附屬的土地和設(shè)施等。

QueenAroomwithaqueensizedbed.有皇后尺寸床的房間。RackRateMaximumroomsellingpricesasestablishedbymanagement.由管理層制定的最高房?jī)r(jià)。RebatePartorallofrentalrefundedtoguest.租金額的部分或全部返回給客人。RegisterTheguestcheck-inprocedure.客人辦理入住手續(xù)的程序。RelocateorWalkGuestaccommodatedatanotherpropertybecausehotelwasunabletoofferhisrequest.由于酒店不能為客人提供相應(yīng)的服務(wù)，而為其提供其他酒店調(diào)節(jié)。ReservationAdvancerequestforahotelroom.對(duì)酒店房間事先的預(yù)定。ReservationCardSpecialreservationrequestformprintedforspecificconventions.為特定慣例印刷的預(yù)定表格。RollawaPortablebed,usuallytwinordoublesize.便攜式床，通常是雙倍的尺寸。RollInPutrollawaybedinguestroom.將便攜式床推進(jìn)客人房間。RollOutTakerollawaybedoutofguestroom.將便攜式床推出客人房間。RoomChangesGuestchangingfromoneroomtoanother.為客人更換房間。RoomBoardApieceofFrontOfficeequipmentrepresentingtheguestroomsintheformofmetalpocketsinwhichcolorsandsymbolsidentifytheaccommodations.一種在金屬套內(nèi)有不同顏色、象征，證明住宿情況、代表客人房間的裝置。RoomingEscortingguesttoassignedroom.陪同客人到被安排好的房間。RoomingListListofnamesparticipatinginagroupreservationblock.填寫(xiě)團(tuán)隊(duì)客人預(yù)定名字的表格。RoomRevenueReportReportmadeoutby3-11agentsshowingrevenuereceivedforeachroomnumber,numberofoccupantsinroom.由3--11名員工制定出的顯示每個(gè)住房的收入和住房人數(shù)的報(bào)告。RoomsStatusAvailabilityofguestroomsforsale,i.e.ready,checkoutetc.客房銷(xiāo)售的可用性，如就緒，離店等。

RunoftheHouseRateAnagreeduponrategenerallypricedatanaveragefigurebetweenminimumandmaximumforgrouporcorporateaccommodations.給予團(tuán)隊(duì)和合作伙伴的房?jī)r(jià)，一般是最大值和最小值的平均數(shù)。SecurityDepartmentwhoresponsibleforprotectingthehotelstaffandguestspersonalandpropertysafety.負(fù)責(zé)保護(hù)所有員工和客人人身財(cái)產(chǎn)安全的部門(mén)。SellingUpMakinganefforttosellthebetter,higherratedroom.促進(jìn)銷(xiāo)售量和銷(xiāo)售價(jià)格的努力。SellOut/SoldOutAllavailableroomsreservedoroccupiedonaspecificdate.所有可用房間都已被預(yù)定和居住的特殊日子。SellThroughAcceptingreservationsformultiplenightsthroughsoldoutdatestoincreaseoccupancyonopendates.接受多種不同時(shí)期的預(yù)定，通過(guò)旺季時(shí)的銷(xiāo)售來(lái)帶動(dòng)淡季的銷(xiāo)售。Share(orShareWith)Aguestwhojoinswithanotherguestalreadyoccupyingaroomatahotel(non-family).客人和另外一個(gè)入住的客人合租一間房（不是一家人）。SingleRoomtobeoccupiedbyoneperson.客人單獨(dú)租用一間房。SkipsGuestleavinghotelwithoutpayingthebill.客人沒(méi)有結(jié)帳就離開(kāi)酒店。SleepersRoomsnotphysicallyoccupied(possiblyskips)andnotdiscoveredbyFrontDesk,therefore,roomnotrentedduetoaccountstillbeingactive.在工作日內(nèi)房間沒(méi)有被租用（可能因跑單）和未被前臺(tái)發(fā)現(xiàn)，所以房間沒(méi)有被租用，是因?yàn)槠淙匀挥行?。Sleep-OutAroominwhichtheguestdidnotsleepinbed.客人沒(méi)有在其房間內(nèi)過(guò)夜。StudioAroomwithonedoublebedandacouch.擁有一個(gè)雙人床和一個(gè)沙發(fā)的房間。SuiteAlargeroomwithasittingareaandsleepingareawhichcanbeclosedoffwithadoor一個(gè)有會(huì)客區(qū)域和就寢區(qū)域并可以隔斷開(kāi)的大房間。SuperMilesTheSuperMilesprogramletsyourguestsearnfreehotelstays,carrentalawardsandairlinemileagevouchersfortravelonContinental,TWAandCanadianAirlines.ThemoretheystayatPlazaRoyale,thegreatertheirrewards.這是一種能夠讓客人贏得免費(fèi)住宿、租車(chē)獎(jiǎng)金、環(huán)球航空公司和加拿大航空公司旅行航空里程的活動(dòng)。在豪廷公司消費(fèi)得越多，贏得的獎(jiǎng)金也就越多。Tidy-UpTostraightenandcleanaroomafterguest’sdeparturewhenfullservicehasbeengivenearlier.為了清潔、整理房間，在客人離開(kāi)后提前服務(wù)。

Tourist/EconomyCommercial-typehotel(usuallywithoutprivatebath.)商務(wù)型酒店（通常沒(méi)有私人浴室）。TurnDownEveningservice-removingbedspreadandturningdownbed,straighteningroomandreplenishingusedsuppliesandlinen.晚間服務(wù)：整理床鋪、房間和補(bǔ)充易耗品。TwinAroomwithtwotwinbeds.一個(gè)擁有兩個(gè)雙人床的房間。V.l.P.Aguest,whoforavarietyofreasonshasbeendesignatedbymanagementtoreceivespecialtreatment.Usuallypre-registeredandshouldbeescortedtoroombyamanagementrepresentative.一個(gè)因各種原因已經(jīng)由管理層登記并需接受特殊待遇的人，他通常是提前登記并由管理層代表陪同至房間。VacantandReadyAroomthatisunoccupied,cleanedandreadyforrenting.未被占用，已經(jīng)清潔、代售的房間?！癢alk”theGuestAguestwhohasreservations,butcannotbeaccommodatedistaken(gratis)toanotherhotelwhereroomshavebeenprocuredandpaidforby“walking.”已經(jīng)預(yù)訂，但由于房間已經(jīng)被占用或出售給散客需免費(fèi)地被提供到其他酒店膳宿的客人。WalkInPerson(s)requestingaccommodationsforthatnightwhohasnoreservation.沒(méi)有經(jīng)過(guò)預(yù)訂要求當(dāng)晚入住的客人。WalkOutWhenaguestleaveshotelwithoutpayinghisbill.沒(méi)有結(jié)帳就離開(kāi)酒店的客人。

STANDARDOPERATINGPROCEDURESSubject:BombThreat炸彈威脅EffectiveDate:Apr.2010PolicyNo:FO-DM-002Issuedby:FOMPage:1of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjectives目標(biāo)Tominimizealarumamongtheguestsandemployeesofthehotel.將客人和員工中的驚惶減低到最小Tosafeguardthelivesofbothguestsandemployeesthroughproperevacuationifnecessary.如果有需要可以通過(guò)合適的疏散確保客人和員工的生命安全Toeliminateanyformofnegativepublicitytothehotel.消除酒店的負(fù)面公眾影響Policy政策Itisthehotel’spolicytoestablishawellcoordinated,seriousandsafetyresponsetoabombthreatinliaisonofthepoliceandexpertteam.酒店的政策是建立一個(gè)針對(duì)炸彈威脅協(xié)調(diào)的、嚴(yán)肅的、安全的反應(yīng)，并且和警察、拆彈專(zhuān)家組建立良好的聯(lián)絡(luò)。Procedures程序UsuallyaBombThreatcomesintheformofatelephonecallorbywayofaletter,awrittenmessageandmailparcel.通常，炸彈威脅來(lái)自電話、信件、便條、包裹等方式。AnyonewhoreceivesathreateningcallwilltrytoestablishmaximuminformationfromthecallerandcompletetheprescribedBombThreatForm.Signalanothertelephoneoperatorornearbysecurityofficertosettraceontheline.AfterwardstheSecurityDepartmentshouldbeinformedimmediately.任何人接到威脅電話，都必須盡量從對(duì)方獲取信息，尤其是詳細(xì)地描述炸彈威脅的形式。信號(hào)通知另外的接線員和附近的安保人員跟蹤電話來(lái)源。此后立即通知保安部。Ifthemailattendantorsecretaryreceivesaletterorparcel,whichissuspectedtobeabomborotherincendiarydevice,theletterortheparcelshouldnotbetouched.ImmediatelyinformtheSecurityManager.如果郵件生或秘書(shū)接到懷疑為炸彈或縱火裝置的信件和包裹，該信件和包裹應(yīng)該被隔離，并迅速通知保安部經(jīng)理。

STANDARDOPERATINGPROCEDURESSubject:BombThreat炸彈威脅EffectiveDate:Apr.2010PolicyNo:FO-DM-002Issuedby:FOMPage:2of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesBombSearch炸彈搜查Asearchforthebombwillbeconductedifthetimeofdetonationgivenismorethan30minutes.如果距離爆炸時(shí)間超過(guò)30分鐘，必須設(shè)法尋找炸彈。WiththeapprovaloftheGeneralManagerandSecurityManager,Policeandauthoritywillbecontactedtocarryoutbombsearch.經(jīng)過(guò)總經(jīng)理、保安經(jīng)理、警察和有關(guān)當(dāng)局的同意，將執(zhí)行炸彈的搜尋。Evacuation疏散Animmediateevacuationwillbecarriedoutifthetimeofdetonationislessthan30minuteswiththeapprovalofTheGeneralManagerandSecurityManager.經(jīng)過(guò)總經(jīng)理和保安經(jīng)理的同意，如果離爆炸時(shí)間少于30分鐘，緊急疏散將立即執(zhí)行。Policeandauthoritywillbecontactedtoassistinthecrisismanagement.聯(lián)系警察和有關(guān)當(dāng)局協(xié)助該危機(jī)工作的處理。Actiontobetaken采取措施ContactallDepartmentHeads/Supervisorstomobileallavailablestafftochecktheirworkplaceforanysuspiciousparcelorobject.通知所有部門(mén)負(fù)責(zé)人或主管動(dòng)員所有可用人員檢查其工作地點(diǎn)是否存在可疑包裹或物品。Donottouchanythingthatisstrangeandsuspicious.不要觸碰任何可疑物品。InformtheSecurityManagerifanythingsuspiciousfound.發(fā)現(xiàn)有任何可疑物品則通知保安部經(jīng)理。Forthesafetyoftheguest,employeesandhotelproperty,allemployeeshastoremaincalmandcoordinatewellwiththecommandcenterforanynecessaryactiontobetakenaccordingtotheinstructionsofthepoliceandbombexpert.為了客人、員工、酒店資產(chǎn)的安全，所有員工都必須保持鎮(zhèn)靜并且與指揮中心協(xié)調(diào)，根據(jù)警察和拆彈專(zhuān)家的指示采取必要的行動(dòng)。Nooneshouldactonhisinstinct,whichwillexposethesafetyoftheentireteamtothebombthreatduringthecrisis.任何人不可憑其本能采取行動(dòng)，以免在危機(jī)中使整個(gè)組織受到炸彈威脅。

STANDARDOPERATINGPROCEDURESSubject:BombThreat炸彈威脅EffectiveDate:Apr.2010PolicyNo:FO-DM-002Issuedby:FOMPage:3of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociates(HOTELNAME)酒店名稱BOMBTHREATFORM炸彈威脅表格BOMBINFORMATION炸彈信息Locationinthehotel酒店位置:____________________________________________Timethebombexplodes炸彈爆炸:____________________________________________Howtorecognizethebomb怎樣識(shí)別炸:________________________________________Whattypeofbomb 炸彈類(lèi)型:_____________________________________________CALLERDESCRIPTION來(lái)電者信息Sex 性別 :_______________Agerange年齡 :__________________Nationality 國(guó)籍:_________________________________________________Typeofaccent 口音:_________________________________________________Talkingspeed 交談速度:_____________________________________________Othercharacteristics其他特征:_____________________________________________Reasonforplacingthebomb放置炸彈原因:__________________________________Partofpoliticalorganization政治面貌:_________________________________________OTHERTimeofthecall 通話時(shí)間:_______________ Durationofthecall 電話持續(xù)時(shí)間:_________min分鐘.Calltakenby通話工具:_______________ Callwitnessedby通話見(jiàn)證人：__________Telephonenumbertraced電話號(hào)碼追蹤:____________________________________REMARKS備注CC抄送: STANDARDOPERATINGPROCEDURESSubject:CarAccident交通事故EffectiveDate:Apr.2010PolicyNo:FO-DM-003Issuedby:FOMPage:1of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjectives目的Toensurethatthewholeprocessishandledefficientlyinthebestinterestofbothcarownerandmanagement.確保整個(gè)程序高效，保證車(chē)主和管理方的最大利益。PolicyStatement政策闡述Itisthehotel’spolicythatallcaraccidentsonthehotelpremisesarehandledefficientlyintheinterestofbothcarownerandmanagement.酒店的政策是所有和酒店有關(guān)的交通事故，都需有效地被處理，并保證車(chē)主和管理方的最大利益。Procedures程序InformtheSecurityDepartment通知保安部。Iftheaccidentoccurredinfrontofthehotel,thecarshavetobemovedtolowerEFMundassoonaspossible.交通事故發(fā)生在酒店前時(shí)，應(yīng)該盡可能快的將車(chē)輛移動(dòng)到隱蔽處。Thediscussiontoresolvethematterhastoproceedinadiscretemanner,nottoarouseanypublicattentionorcrowd.解決事故的商討應(yīng)該采取謹(jǐn)慎的方式，不能引起公眾的注意或引來(lái)圍觀群眾。Non-relatedhotelstafftoresumetheirdutyandarenotallowedtobeinvolvedinthediscussion.非相關(guān)酒店人員繼續(xù)工作，并不得參與商討。Polaroidpictureistobetakenofthedamagedvehicleaswellastheobjectdamagedbythecar.與汽車(chē)損壞的物品一樣，損壞的汽車(chē)也要給予照相。Arrangethedamagedvehicletoareliablecarworkshopforrepair.安排損壞汽車(chē)到可信賴的修理廠修理。

STANDARDOPERATINGPROCEDURESSubject:CarAccident交通事故EffectiveDate:Apr.2010PolicyNo:FO-DM-003Issuedby:FOMPage:2of2Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesRemarks備注Followinginformationisrequiredforinsurance:下面信息是保險(xiǎn)所必要的:Guestname客人姓名CopyofpassportorID護(hù)照或身份證復(fù)印件Guestdrivinglicense客人的駕照Contactandphonenumber 合同編號(hào)及電話號(hào)碼Vehiclenumber汽車(chē)牌號(hào)Copyofcarregistrationandinsurancepolicy汽車(chē)登記和保險(xiǎn)的復(fù)印件Briefoftheaccidentoccurred.事故經(jīng)過(guò)Damageandestimatedcost酒店估計(jì)損失Hotelemployeeinvolved酒店涉入員工Copyoftheidentificationcardofemployeeinvolved涉入員工證明材料Copyofthedrivinglicenseofemployeeinvolved涉入員工駕照復(fù)印件

STANDARDOPERATINGPROCEDURESSubject:VIPCheckin重要客人入住EffectiveDate:Apr.2010PolicyNo:FO-DM-012Issuedby:FOMPage:1of3Approvedby:GeneralManagerDistribution:ExecutiveCommitteeDepartmentHeadA&B:AllAssociatesObjective目標(biāo)ToprovideVIPserviceforallVIPguests為重要客人提供特殊的服務(wù).PolicyStatement政策闡述ItisthepolicyofthehotelthateveryVIPiswarmlygreetedbytheDMandtheconcernedDepartmentHeadsuponarrivalassoonastheVIPgetsoutofthecar.酒店的這項(xiàng)政策指出：每一位重要的客人一出車(chē)門(mén)就應(yīng)該得到酒店值班經(jīng)理和相關(guān)部門(mén)總監(jiān)的熱情迎接。Procedures程序Makesuretheroomisthoroughlych