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1、前厅部培训19. TERMINOLOGY 专业术语a) Reports报表 Revenue (Rooms) Revenue generated by room sales收益（房间） 卖房收入 Miscellaneous Rev Revenue generated by sales of misc. items杂费收益 杂项服务的收入 Service Tax/Charge Tax/Charge for consumption of services; usually 15%服务税/费 服务消费的税收 /费用；通常是 15% Occupancy (Occ) Percentage of rooms
2、 occupied vs rooms total住房率 占用房的百分比比上房间总数 Average Rate (AVR) Rooms Revenue divided by number of rooms平均房价 总房数除以房间总收入 RevPar Revenue per available room; Figure combines Occ essential number e.g. for comparisons between hotel propertiesRevPar 每间可用房的收入；数据包括入住率，平均房价（入住率*平均房价/100）；基本数量，特指比如房间和酒店收入的比例b) B
3、usiness Mix & Segments合作业务商 Corporate Booking by e.g. IBM, Ford, etc.合作公司 由 IBM，福特公司订的房间 Meeting E.g. companies that have functions会议 比如公司在酒店开会 FIT (Free) Individual Traveler; books directly or via Call center 有 预 定 的 散 客 （ 自 由 ） 个 体 的 旅 行 者 ， 直 接 预 定 或 是 通 过 电 话 预 定 BTA / Agent Business Travel Agen
4、cy, Business & Leisure Agency商业旅行社 商业旅行社，休闲旅行社 Group Tours & Groups business团队 团队 Leisure/Weekend Stays with leisure/weekend background休闲/周末 到酒店度假或是度周末c) Sources客源 Direct Guest booked directly in hotel直接预定 客人直接在酒店预定 Call Center Guest booked in Call Center in Guangzhou电话中心 客人通过广州的电话中心预定 HDX Guest boo
5、ked via Call Center, GDS, Corporate or online.客人通过电话中心，GDS， 合作公司或是网上预定 System Delivery (Asia roughly 10%)系统传送（亚洲大约有 10%） Agent BTA, Leisure Agent, Meetings Agent代理商 商业旅行社，旅行社，会议代理d) Payment付费方式 Cash Cash payment in RMB or foreign currency 现金 用人民币或是外汇付费 CC Credit Card信用卡 信用卡 Cheque Only company chequ
6、es guaranteed; Travelers cheques支票 只有公司支票可以使用；旅行支票 City ledger Bill to Company城市挂账 由公司付费 Voucher E.g. voucher by agent凭证 旅行社凭证e) Room Status Front Office (Fidelio/Opera)前厅房态 Occupied (O) Room is occupied main status占用 房间被占用-主要房态 Vacant (V) Room is vacant main status空房 房间未被占用-主要房态 Due-In A reservatio
7、n has been made; guest is checking in same day已 经 有 预 定 并 且 客 人 预 计 会 在 同 一 天 到 店 Checked-In (CI) Guest is checked into a vacant-inspected room; Status change登 记 入 住 客 人 登 记 入 住 酒 店 ； 房 态 变 化 Stayover Guest stays 入住期 客人的入住期 Due-Out Guest checks out on same day客人预计会在当天离店 Checked-Out (CO) Guest has le
8、ft hotel and is checked out退房 客人要离开酒店，办理退房f) Room Status Housekeeping管家部的房态 Occupied (O) Room is occupied main status占用 房间被占用主要房态 Vacant (V) Room is vacant main status空房 房间未被占用 主要房态 Vacant Dirty (VD) Room has not been cleaned yet空的脏房 房间还没有做好清洁 Vacant Clean (VC) Room has been cleaned by room attendan
9、t空的干净房 房间已被房间服务员打扫干净 Vacant Ready/Inspected Room has been inspected by supervisor已检查过的空房 房间已经由主管检查过 Occupied Dirty Room is occupied, has not been cleaned占用的脏房 房间被占用，还没有做清洁 Occupied Clean Room is clean, has already been cleaned占用的干净房 房间是干净的 ，已经被打扫过了e/f) Room Status Discrepancy Main Room Status varies
10、 between FO and HSKP房态差异前厅部与管家部的主要房态变化 Vacant Occupied (VO) FO displays room as V; HSKP displays room as Occupied前厅部的房态显示是空房；管家部的房态显示是占用房 Occupied Vacant (OV) FO displays room as Occupied; HSKP displays room as Vacant前厅部的房态显示是空房；管家部的房态显示是占用房g) Housekeeping terminology管家部专业术语 Out Of Order (OOO) A Roo
11、m which cannot be sold due to e.g. maintenance维修房 不能出售的房间，比如，需要维修 No Need Service (NNS) The guest does not need any service.不需要服务 客人不需要任何服务 Sleep Out (SO) An occupied room with the turned down beds not been used.外宿 占用房间的床未被使用 No Baggage (NB) An occupied room without any baggage. 没有行李 没有行李的占用房 Light
12、Baggage (LB) An occupied room with very little baggage, e.g. a handbag小型行李 只有一些小型行李的占用房，比如 一只手提包 Double Lock (DL) Room which is double locked from the inside双重锁定 从房间内部双重锁定 Extra Bed/Cot Additional bed for a guest room; guest pays extra charge加床 在客房内要多加一张床；客人要另外付费 Baby Cot A baby bed; usually free of charge婴儿床 儿童床；不收费 Adaptor An electrical plug; Fits various electrical plugs into Chinese standard electric system中国的接线板 接线板；在标准的电板上可以插入多个插头 Transformer An electric device used to
