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1、酒类资料FOSOP 酒店标 准操作程序前厅部中英文 对照) 酒类资料FOSOP 酒店标 准操作程序前厅部中英文 对照) STANDARD OPERATING PROCEDURES 标准操作程序标准操作程序 POLICY NO. SUBJECT 编号编号 标题标题 FO-DM-001 Duty Check List 工作检查表 FO-DM-002 Bomb Threat 炸弹威胁 FO-DM-003 Car Accident 交通事故 FO-DM-004 VIP Check in 重要客人入住 FO-DM-005 Accident Guest 意外客人 FO-DM-006 Guest Compl
2、aints and Disputes 客人抱怨和争执 FO-DM-007 Request for Doctor/ Hospitalization 求医要求/住院治疗的要求 FO-DM-008 Fights 争斗 FO-DM-009 Fire 火灾 FO-DM-022 Lost however, occupancy of rooms by arriving guests may not be possible until after the established check-out time (usually 1:00 p.m.). 酒店工作日在早上6点开始，同时，客人离店时间不得超过下午1点
3、 Check-Out (verb) To vacate a hotel room, (taking luggage), turn in key and pay bill; (noun, hyphenated) a room that a guest has officially vacated. Check-out time is usually 1:00 p.m. （动词）腾出酒店房间，（取走行李），交还钥匙并结帐；（带连字符的名 词）客人正式腾出的房间，一般在1点。 Comforts of Home Every Plaza Royale guest will get all the lit
4、tle extras to make their stay even more comfortable: in-room coffee-maker, DM/FM alarm clock radio, weekday newspaper. And at participating locations, they will enjoy free local phone calls and no long distance access charges. Just one more way to add more value to your guests stay. 每一豪廷的客人将得到所有令其舒适
5、的额外服务，如 ： 房间内咖啡机、 DM/FM警钟收音机，周报等。在人多的地方接听电话，他们将不再为 长距离的等待而付费，可享受免费的服务。这是又一种令客人的住宿 更超值的方式。 City Ledger Front account turn to back account 前台帐转往后台 Closed Dates Dates on which nothing can be rented because of a “full-house”. 由于客满而无空房的日期 Commercial Rate Rate agreed upon by company and hotel for all indi
6、vidual room reservations. 经过公司同意和酒店提供给个别客人的预订的价格 Commission Payment Percentage of room rate paid to travel agencies for their hotel bookings. 旅行社预订的房价的百分比。 Complimentary Room, Comp A room free of charge. 免费房。 Confirmation A written notice to guest in advance of arrival that room has been reserved. 提
7、醒事先抵达的客人房间已经被预订的书面通知。 Connecting Rooms Adjacent rooms with a connecting door in between. 之间有连接的连通房。 Convention An assembly of association attendees or employees of companies gathering for a common purpose, usually including meetings, banquets, and room accommodations. 为公司的共同目的，由员工出席者和员工参加的集会，通常包括会议，
8、宴会 和住宿 Corporate Rate Guaranteed “not more than” room rates extended to a major company using hotel often. 确保对酒店常客“不收更多”的房价。 Day Rate Renting room for part of hotel day, normally 9 a.m.-6 p.m. Rate is 50% of double rate for that room. 通常在早上9点到下午6点的记费日租用房间，房价按双人房价的50%收取。 Deposits A monetary payment t
9、o hotel by guest in advance of arrival to assure room will be held. 客人住房的预付款 Desk Information Book Contains information which needs to be used for reference. 用做参考的信息册 Direct Bill An account which has been approved by the manager and to which we will send a bill after check-out. The folio must be sig
10、ned by the guest at check-out. 由总经理批准的在结帐后送出的帐目。其必须在客人离店时签字 Discount Rates Usually refers to a 50% discount extended to travel agents and airline employees (some units may include a discount to government employees and others on a per diem basis). 通常是给予旅行社和航空公司职员扩大到50%的折扣（有些情况下可 以 包括对政府职员的折扣，其他情况下可以
11、精确到角的程度） Double A room to be occupied by two people. 一个房间两个人住 Double Double Room A room with two double beds. 一个房间有两个双人床 Efficiency An accommodation containing some type of kitchen facility. 包括一些带厨房设施类型的膳宿 Flag A colored plastic chip placed in the room rack to designate the status of the room check-
12、out, recent check-in, etc. 一种可放在房间搁架内使用的， 多用与显示如入住或离店等房态的多色彩的塑料片。 Flat Rate Specific room rate for group, agreed upon by hotel and group in advance. 经过酒店的同意后为团队指定特殊的房价。 Folio Used to record the details of all business transacted between the hotel and guest during the guests stay. 在与客人交往过程中，用于记录酒店和和客
13、人之间特殊商业交易细节的账单。 Forecast Assuming future occupancy of the hotel and final availability status. 设想酒店将来的入住率和最终使用状态。 Front Desk Area where guest checks into hotel, where keys are kept, where mail is distributed and from which information is dispensed. 客人入住酒店，保管钥匙，邮件和相关信息表格被分发的地方。 Front Office Area wher
14、e information regarding guests is kept; also Assistant - Managers office. 相关客人信息被保存，经理助手工作的地方。 Front Office Cashier Person who adds up all charges made to a room and Collects money upon departure guests who occupied it. 将驻店客人离开时的所有费用集中的员工。 Front Office Agent Person who helps guests check- in and kee
15、ps track of rooms available. 为客人办理入住手续和跟踪房态的员工。 Front of the House Entire public area. 公共区域。 Full Comp No charges made for room, meals taken in hotel, telephone , valet or any items. 房费、餐费，电话费等所有费用全免的服务。 General Clean Indicates thorough cleaning of guest room and bath; done on a periodic basis. 象征着周
16、期性的房间和浴盆等的彻底清洁工作。 Group Code Type group name on folio under rate information. 在账单上记录着等级信息的团队类型名称。 Group Reservation A specified minimum number of reservations of rooms handled by the sales department. 由销售部控制的特殊的房间预定的最小值。 Guarantee Figure given by function planner to hotel, at least 24 hours prior to function, stating number of persons to be served. Most hotels are prepared to serve at least 5%
