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1、预订部必备专业词汇及岗位职责Book/Reserve 预订（动词）Reservation 预订（名词）Arrival date/time 抵达日期/时间Departure date/time 离店日期/时间Telephone Number 电话号码Guests name 客人姓名include/with breakfast 含早餐no include/without breakfast 不含早还有另一种表达法： Full board 含早餐、午餐及晚餐；Half board 含早餐加午餐，或早餐加晚餐Room charge/price 房价* percent Discount 百分之*的折扣(
2、跟中文不一样，20% discount 指打八折)Pay Separate/together 分开/一起 付款Spell 逐一拼读一下（姓名的每个字母）Payment 付款方式 CL city ledger 挂帐Commissions 佣金cheque支票Voucher 单据,凭单Vacancy/Available 空房Standard 标准Deluxe/Superior 高级,豪华Double Room 大床房（夫妻床）Twin (bed) Room 双人间(标准间)Single Room 单人间Suite 套房 (各酒店的套房设置命名各具特色，在此不多介绍）Connecting Room
3、有连通门的房Presidential Suite 总统套房Executive Floor/Room 行政楼层/房No smoking floor 无烟楼层Receptionist接待员advise建议Contract rate 合约价room type 客房类型Guest history宾客档案Information desk问讯处cash现金Credit card 信用卡Up grade升级入住change room 换房Registration card 入住登记表Late check out 延迟退房early arrival 提前到店Free Individual Traveler 散
4、客(FIT) Identification card身份证Average rate平均房价Advanced deposit预付押金Check in 登记tour leader领队Local guide 本地导游Adjoining room相邻房间baby sitter 保姆Guaranteed reservation保证预定travel agency旅行社tour group旅行团travelers check旅行支票walk in 未经订房入住no show预定未到group instruction团队安排表convenient方便的confirmation form 订房确定单bookin
5、g form预订表reservation record预订记录complimentary免费reservation number预订号check in time办理登记时间double sell重复入住country code国家代码exchange rate汇 率opinion card意见卡handling charge手续费no deposit免交押金occupancy入住率confirm确认Off season淡季Peak season旺季Invoice发票Receipt 收据time difference 时差copy machine复印机discount折扣extension分机f
6、light航班fax machine传真机flight number飞机航班号guarantee 保证handling charge手续费handicapped残疾的extra fee杂费payment付款方式International Direct Dialing 国际长途Domestic direct dialing 国内长途inside call内线电话outside call 外线电话area code 地区代码morning call 叫醒service charge服务费Limousine 礼宾车预订部经理岗位职责：HomelandHotelJob description国际酒店岗
7、位职责Position:Reservation ManagerGrade:Manager职位：预订部经理级别：主管Department: FrontOfficeDivision:Front Office部门：前厅部隶属：前厅部Report to:Front OfficeManager上级：前厅部经理Prepared by:Hotel ManagerApproved by:拟稿：饭店经理批准：Job Summary:Responsible to assist the FOM in the supervisionof the F/D activitiesand help maximize theo
8、ccupancy and revenue.工作摘要：协助前厅经理管理好前台工作，尽力提高住房率和销售收入。Job Duties &Responsibilities:1.In charge all the jobs of Reservation Department, well control and ensure the reservation system operating smoothly.2.Check every reservation, fax and other document by yourself. Ensure every booking has been reconfi
9、rmed. Do the best reduce the no show. For every special service must be handle by yourself.3. Well know hotel market and business revenue for each month, year.4.Report to FOM. Analysis for sells of hotel. And give good suggestion.5. Responsibly for good contact with oversea reservation center.6.Good
10、 control room. Check FIT , GRP reservation. Make forecast report.7.Ensure informed all reservation information to each concert department. Ensure hotel get more business revenue and check VIP booking.8. Good contact with car rental company and tourism company.9.Good control staff according hotel pol
11、ice.10.Arrange and recheck staff shift and work. Ensure staff working quality.11.Arrange staff make history of guest and tourism . And recheck. 具体工作和职责：1.全面负责预定部的日常工作，通过对部门业务工作各环节的有效控制及管理，保证酒店客房预定系统的正常运转。2.亲自查阅每份预订、传真和其他函件，对每项预订要求给予认真回复；对每个已确认预订进行核实及调整，以保证预订的最大可能兑现；亲自处理需要特别安排的订房要求。3.掌握酒店经营政策、年度及月经营指
12、标，熟悉客户，了解酒店市场。4.向前厅部经理及时报告工作中遇到的问题，对酒店销售的可行性进行每日、每周每月分析，提出合理建议；对一定时期内出租率的较大起伏要做出报告，请经理决策。5.负责与海外各预订渠道的联系。6.检查散客、团队预定情况，制订出租预测；掌握房间状态，根据各类订房资料的出租率预测，控制房间。7.定时将商务预订的情况通知酒店各相关部门与市场及营业部协调工作，确保酒店经营利润；检查VIP预订。8.与酒店其它部门以及汽车公司、旅游柜台沟通，协作把宾客接待工作搞好。9.按酒店的店规店纪严格部门员工的仪表仪容、行为规范及出勤情况；培训并考核员工，定期评估员工，向前厅经理提出奖惩员工的建议。10.安排员工的班次，布置工作，检查、指导预订员按规定的程序与标准高质量地完成工作。11.监督下属编制宾客档案及旅行社资料，并及时输入电脑。12.负责接待并处理宾客关于订房的投诉，协调在订房方面出现的争执。13.及时传达酒店的销售方针、计划给属下，提醒预订员工运用销售与公关技巧落实每项预订，最大可能地推销客房产品；推销酒店其它服务产品。
