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1、餐饮部专业术语部门Department:前厅部提交人Prepared by :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date:批准Approved by:总经理分送Distribution:各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训宗旨：饭店行业在日常运作中会使用大量的专业术语/缩略语，专业术语的使用能够提高日常工作的效率，更加清楚的表达意思，最终达到提高对客服务的目的。内容：Accommodati on住宿Adjoi ning Room连通房Adva nee Deposit押金Actual Arrival实际到店Act
2、ual Departure实际离店Ame nities礼节Arrival list到店名单Availsble Room房间充足Average Room Rate平均房价America n Breakfast美式早餐Back to Back背靠背Back Up Report备份报告B.C ( Bus in ess cen ter)商务中心Block锁定Black list黑名单BucketBill ing In structio n账单说明Can cellatio n取消Cash Paid Out现金支出部门Department:房务部提交人Prepared by :前厅经理制度编号 Polic
3、y No.: F/O P&P生效日期 Effective Date:批准Approved by:总经理分送Distribution:各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训Check-i n入住Check-out结账Check-out Time结账City Ledger挂账Commercial Rate/Contract Rate/Corporate Rate/商业价 / 合同价 / 公司价Commissi on委托Complime ntary Room免费房Connecting Room连同房Continen tal Breakfast大陆式早餐Con firma
4、tio n确认Con ti ngency Report意外事故报告Credit Card信用卡Conven ti on协议Crib婴儿床Cut-Off-Date截止日期Day Use日用房Double Occupa ncy双重占房Down grade降级Due Out预离Dead Move硬性换房Departure List离店名单Direct Bill简明账单D.N.D(Do Not Disturb)免打扰部门Department:房务部提交人Prepared by :前厅经理制度编号生效日期Policy No.: F/O P&PEffective Date:批准Approved by:总经
5、理分送Distribution:各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训Double Lock双重锁定Double Bed双床Early Arrival提前到达En d-Of-Day结束日期E.A(Expected Arrival)预计到店E.D(Expected Departure)预计离店E.T.A(Estimated Time of Arrival)预计到店时间E.T.D(Estimated Time of Departure)预计离店时间Exte nsion Of Stay延住Extra Bed加床FAM Trip/Group预计到达团队Forecast预报
6、Full House满房Guara nteed Reservati on有担保的预订Guara nteed No-Show有担保的客人未到Guest Folio客人资料Guest History客人历史High TeaHollywood Twin好莱坞双床House Use TwinHousekeep ing客房部Incen tives(Group/Guest/Trip)I .T(I ndividual Traveler)单独旅行者部门Department:房务部提交人Prepared by :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date:批准
7、Approved by:总经理日期Date:分送Distribution:各部门制度名称Policy:饭店专业术语及日常用语培训Joi nerKin g/Queen Size大床Late ArrivalLate ChargeLate Check OutLog-Book记事本Light Baggage轻行李Lost & Fou nd失物招领处Long Stay ing长期住宿Mini-Bar小酒吧Multiple Folio详细账单Net Rate净价No-Show预疋未到部门Department:房务部制度编号Policy No.:F/0 P&P提交人 Prepared by:前厅经理生效日期
8、 Effective Date批准Approved by :总经理分送Distribution:各部门日期Date制度名称Policy:饭店专业术语及日常用语培训第一章:饭店组织现今的酒店在豪华、舒适、服务、设备与功能等方面都超过早期酒店所能提供的。因此熟悉酒店组织,了解人员分工，就显得尤为重要。1 1Hotel orga ni zati on饭店组织Rooms Divisio nF&B DEPTFront office房务部餐饮部前厅部Recepti onKitchenFinance前台厨房财务部Reservati onBarAccouti ng预订部酒吧会计OperatorRoom ser
9、viceSales$Marketi ng总机客房服务市场营销部Bell servicePurchas ingDuty man ager门房服务采购部值班经理SecurityHousekeep ingEngin eeri ng保安客房部工程部部门Department:房务部制度编号 Policy No.: F/O P&P提交人 Prepared by :前厅经理生效日期 Effective Date :批准Approved by :总经理分送Distribution :各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训1 2 Hotel staff饭店人员Rooms Divis
10、ion房务部Front office前厅部GM (ge neral man ager)总经理Man ager经理Reservatio ns Clerk订房人员Assista nt General Ma nager协理Operator总机，接线生Secretary秘书Recepti on前台Assista nt man ager副理Supervisor组长Receptio nist大厅柜台的接待员 Cashier出纳员Reservatio ns 订房Supervisor组长Reservatio ns clerk订房员Operator总机接待员Shift leader领班Operator(day/
11、ni ght shift)总机（日/夜班）Bell Service/c on cierge门房服务Capta in( bell capta in)领班Bellboy(bellhop)门厅侍者Bellma n门房人员Trainee练习生Valet侍者Busin essC en ter商务中心Secretary秘书In terpreter/tra nslator口议员/翻译员Duty ma nager值班经理部门Department:房务部提交人 Prepared by :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date:批准Approved by :
12、总经理日期Date:分送Distribution:各部门制度名称Policy:饭店专业术语及日常用语培训Housekeep ing房务管理Man ager经理Room maid房间清理员（女）Supervisor主任Shift leader领班Laundry worker洗衣工clea ning staff清洁工Recreati on and Relaxati on休闲娱乐man ager 经理assista nt man ager副理maintenance tech ni cia n维修工程师lifeguard(游泳池）救生员barber 理发师masseuse/masseur按摩师（女/男
13、）disk jockey(DJ)迪斯科舞场唱片音效师hairdresser/hair desig ner/hairstylist美发event coord inator盛会/节目联络员F&B ( Food and beverage） 餐饮部Restaura nt 餐厅man ager 经理host/hostess男/女接待员assista nt man ager副理cashier出纳/收银员busboy 打杂小弟waiter/waitress男/女服务生head waiter /head waitress男/女领班bar 酒吧barte nd 调酒师musicia n乐师waiter/waitress男/女服务生room service客房服务day shift staff白班职员ni ght shift staff晚班职员部门Department:房务部提交人 Prepared by :前厅经理制度编号生效日期Policy No.Effective
