酒店管理行销酒店市场销售部门专用术语表(叶予舜).docx

Standard Operating Procedures-Sales & Marketing市场销售部标准操作程序Sales and Marketing Glossary of Terms 市场销售部门专用术语表The following is a set of “terms” often used within the Hospitality Industry.Please use this list to refer to when referencing unfamiliar words or phrasesencountered on a daily basis.以下是一组经常用于服务行业的专业术语，在日常工作中遇到陌生词汇和短语时请参考以下术语表格。Hotel Glossary 酒店术语表Adjoining Rooms 毗邻房Two or more hotel rooms located side by side without private connecting doors.两间或两间以上左右相邻的酒店房间，房间内部无相互通道。American Plan (AP)美式房价A hotel rate that includes a bed and three meals.一种包括了一房晚及三餐餐费的房价形式。Best Available最有利状况(1) A reservation pledging a principal (a) to provide some sort of accommodation and (b) to upgrade the clientif possible,当一项预定产生时，A承诺订房同时B承诺如果可能将为客人办理客房的升级。(2) A request for a reservation meaning “Ill take anything you have, but Im willing to pay for your best.”一种预定包含着下面这种含义“贵酒店提供的所有服务我都感兴趣，但是我只需要贵酒店做得最好的房间安排。”Check-in 入住The hotel day usually starts at 6:00am, however, occupancy of rooms by arriving guests may not be possibleuntil after the established check-out time. Guests are required to sign hotels registration card.酒店营业中“一天”的概念一般指从早上6：00开始，然而只有在当日确定的结账时间以后抵店的顾客才能入住客房。客人必须签署客房入住登记卡。Check-out 离店All guests should advise hotel cashier upon departure and follow the agreed-upon procedure for payment. 0If room is required by guest beyond hotels posted check-out time, approval must be given by hotelmanagement.所有客人在离开酒店前都必须根据协议程序付款并办理离店手续。如果客人要求的离店时间在酒店规定的离店时间之后，必须经管理人员同意之后方能办理。Commercial/Corporate Rate商务/公司协议价格The rate agreed upon by a company and the hotel for all individual room reservations.酒店和公司达成的关于单间房间预定的房价。Confirmed Reservation预定确认An oral or written statement by a supplier (a carrier，hotel， car rental company, etc.) That he has received andwill honor a reservation.由供应商（公司，酒店或者是汽车租赁公司等等）口头或书面承诺将遵守预定的行为。Oral confirmations have no legal worth; even written or telegraphed confirmations have specified or impliedlimitations.口头承诺并不具备法律效力，即便是书面或者电传的确认也存在一定特殊情况和隐含的限制条件。For example, a hotel is not obligated to honor a reservation if the guest arrives after 6:00pm unless late arrivalIs specified. However, if the reservation is guaranteed, then that hotel is obligated to honor it.比如预定条款中说明下午6：00以后房间预定将不被保留，那客人在下午6：00以后到达酒店，酒店将不必遵守预定房间承诺，但是如果是预付款预定，酒店就必须遵守预定承诺。_Department Head 部门总监Date 日期_General Manager 总经理Date 日期Standard Operating Procedures-Sales & Marketing市场销售部标准操作程序Connecting Rooms 连通房Two or more rooms with private doors permitting access from one to the other without use of hotel corridor.两间或两间以上的房间相互之间有连通门，客人可以不必通过酒店走廊而在该些房间内相互进出。Continental Plan大陆房价A hotel rate that includes bed and continental breakfast.一种包括一房晚及一份大陆式早餐的酒店房价。Day Rate 日房房价A special rate for non-overnight use of a hotel room. Usually good only between 6:00am. and 5:00pm.因为不在客房过夜而享受的一种酒店特惠房价，通常是指早上6：00到下午5：00间的时段内入住酒店客房。Sales 107Denial 拒绝客人A guest has a reservation and we have no room left. In this case, we must make accommodations for the guestelsewhere:当客人已经事先预定，但抵店时酒店却没有房间，酒店就必须为客人在别处订房：6:00pmSuggest another hotel that has vacancies.下午6点以后建议客人到别处有空房的酒店入住GTD ReservationWe must take care of charges for one night at another comparable hotel and pay for onelong distance telephone call.GTD预定酒店需要免费为客人在相同等级的酒店订住一房晚，另还应为客人免费提供长途电话一个Deposit Reservation 押金式预定A reservation for which the hotel has received cash payment for at least one nights lodging in advance and isobligated to hold the room regardless of the guests arrival. Most commercial hotels do not feel obligated torefund deposits unless reservations are cancelled at least 48 hours in advance.酒店接受了以至少一房晚价格的现金作为押金的事先客房预定，就应在任何情况下都为客人保留预定房间，不论客人抵店与否。大多数商务型酒店都不返还预定押金，除非客人提前至少48小时取消预定。Cancellation policies at resort hotels vary and should be verified in advance.旅游度假型酒店的预定取消政策可以变更，可以事先查证。Double 双床房Loosely, any hotel room for two persons; more specifically, a room with a double bed. A room with two smallerbeds is a twin.任何能宽松容纳两位客人的酒店客房；更明确的概念是有双人床的客房叫双人房。两张小床的客房被称作双床房。Double-Double 双双床房(Twin double)（两张双人床）Room with two double beds.放置了两张双人床的房间。Double-Occupancy Rate 标准房价格The full price of a room for two people.能容纳两位客人的客房全价。Efficiency 公寓小套间An accommodation containing some type of kitchen facility.带有一些厨房设备的酒店房间。European Plan (EP) 欧式房价A hotel rate that includes bed only; any meals are extra.一种包括仅包括一个房晚的房价，三餐都需要另外付费。_Department Head 部门总监Date 日期_General Manager 总经理Date 日期Standard Operating Procedures-Sales & Marketing市场销售部标准操作程序Family Plan 家庭房价Special family rate policy of hotel, which usually provides that no charge is evied for child or children (under aspecified age) sharing room with parents. 酒店出台的家庭特惠房价政策，通常允许一个或几个在规定年龄以下的小孩免费随父母入住客房。Familiarization Tour 职工专门旅行计划A complimentary or reduced rate travel program for travel agents and/or airline employees that is designed toacquaint them with specific destination(s) or to stimulate the sale of travel.针对旅行社员工或者航空公司员工专门开展的免费或者降低一定费用的旅行项目，目的旨在让这些员工熟悉某一个或某一些专门的旅游目的地，从而刺激由他们参与进行的旅游销售。Free Sale 自由销售The practice of permitting the confirmation of a specified number of reservations (within specified dates)without reference to the principal for confirmation.是指不考虑订房确认所需的因素而承诺确认一定数量房间（通常有明确标注日期）的行为。Gross/Commissionable Rates 佣金房价Rates for rooms that are booked by retail or wholesale travel agents for which the hotel agrees to pay thebooking agent a booking commission (usually 10%).由旅行社零售商或者批发商预定酒店客房，酒店按照协议以一定比率（通常10%）返还给对方佣金时的客房价格。Group Rate 团队房价Specific room rate for a group agreed upon by the hotel and group in advance (with a minimum number ofrooms).由酒店和团队事先达成协议（通常有团队定房基数限制），团队能在酒店入住时享受的特惠房价。Guaranteed Payment Reservation 预付款预定A hotel reservation secured by the guests agreement to pay for his room whether he uses it or not. Payment isusually guaranteed by a company, travel agent or tour wholesaler who has an established credit rating withthe hotel.客人同意无论是否实际入住都按规定交纳房费的客房预定形式。这类预定通常由在酒店存有担保金的公司，旅行社或旅游批发商来完成预付款。High Risk Accounts 高风险客户Those which are more likely than others to turn into a skip. These accounts should be watched closely. Reportany unusual activity to the General Manager.专指那些比其他客户更有可能跑单的客人，对该类客户应该注意其动向，任何异常情况都应及时向总经理汇报。108 Howard Johnson Tool Box SalesHospitality 会客间A hotel suite, parlor or studio engaged for the entertainment of those attending a convention or similarmeeting.酒店的套间，会客室或者专门房间，用来供参加会议或类似活动的客户休息娱乐使用。Hotel package 酒店包价A package offered by a hotel, sometimes consisting of no more than a room and breakfast, and other times, oftransportation, room, meals, sports facilities and other components.酒店提供的包价优惠，有时是指一房晚和一份早餐，有时是指酒店客房和交通，餐饮，住宿，体育设施和其他优惠的打包政策（包价）。Housekeeping Report 房务报告A daily report completed by the housekeeper of the status of every room in the hotel. There are Five categoriesof room status:由房务部工作人员每日负责填写的一种酒店各客房的状态汇报，房态状况分为以下五个方面：_Department Head 部门总监Date 日期_General Manager 总经理Date 日期Standard Operating Procedures-Sales & Marketing市场销售部标准操作程序Ooccupied (facilities used and baggage possible stayover)O入住状态（房间设施已经使用，行李在房内，客人有可能在客房过夜）VVacant (room not used, not baggage)V无人状态（房间未被使用，无行李）NBNo baggage (facilities used, probable check-out)NB无行李状态（房间设施已经使用，可能已经离店）SOSleep out (room not used with baggage)SO未过夜状态（房间未使用，有行李）OOOut of order (usually for maintenance)OO维修状态（通常处于维修阶段）This report Is the most important tool used by the front desk to verify the accuracy of the room rack.该报告是前台用来核实实时房态的最重要依据。Housing Bureau 房务办公署An organization, often government sponsored, which acts as a clearing house for accommodations,particularly for conventions and other large meetings. Often established on an ad hoc basis during majortourist events to maintain a registry of private accommodations to supplement an areas regular lodgingindustry.一种由政府发起组织的机构，专门在大型会议举行的时候参与客房入住调节的工作。通常在开展大型旅游活动项目的特殊时期建立起来，用以地区正常旅游住房行业的补充，负责维持个人入住客房的登记和预订工作。Junior Suites 小套间A large hotel room with a partition separating the bedroom and sitting area. 被分隔成卧室和起居室两部分的一间酒店大客房被称做小套间。Net-Rate 净价A wholesale rate to be marked up for eventual resale to the consumer.以批发价格为基础，用来卖给所有最终消费者的标价价格。No show 未到达Guest with confirmed reservation who does not arrive and whose reservation was not cancelled.客人之前确认了预定，然后却在未取消预定的情况下没有到达酒店的状况。Occupancy Rate 入住率The ratio, expressed as a percentage, of room nights sold to the total offered for sale by a hotel or group ofhotels.一种通常用百分比形式标出的一家或几家酒店的实际销售客房数量与可供销售客房数量的比率。Parlor会客厅A living or sitting room not used as a bedroom. In some parts of Europe called a salon.一间不用来当作卧房使用的起居室，在一些欧洲国家中被成为沙龙。Porterage 行李运送服务Baggage handling service. The client on a tour which includes porterage should not have to carry his luggageor pay the person who does.运送行李的服务项目。如果顾客要求的酒店服务中已经包含了行李运送服务，顾客就可以享受免费的专人行李运送。Pre-registration 预先入住登记Room assignment and the filling out of registration Cards prior to a guests arrival. Often used for convention,meeting and tour guests.是指在顾客抵店前已经为顾客办理了客房分配和入住卡填写手续，通常是为会议或旅游顾客提供该项服务。_Department Head 部门总监Date 日期_General Manager 总经理Date 日期Standard Operating Procedures-Sales & Marketing市场销售部标准操作程序Quad四人间A room occupied by four persons.能容纳四位顾客入住的客房。Rack rate 门市价The official charge as established and posted by a travel principal: not usually used by tour operators.根据旅游法规制定并宣布的官方正式价格；通常不在旅游经销商的实际经营中使用。Run of the House Rate 均价A flat price at which a hotel agrees to offer any of its rooms to a group.酒店和团队达成协议，酒店将以统一的价格向团队提供酒店任一房型的房间。Sample 样板房A display room for showing merchandise with or without sleeping facilities.专门用来展示酒店客房产品的房间，可以包括寝具也可以不包括。Sales 109Service Charge 服务费(1) A specified percentage of a hotel bill (usually somewhere between 10% to 20%) assessed against a guest;in return the guest presumably is relieved of the responsibility of tipping.酒店消费帐目表上列出的除实际消费金额之外另加的10%-20%的服务费用，客人可以在支付该服务费后免除支付小费。(2) a fee charged to a client by a travel agent in addition to the commissions paid to him by his principals.旅行社除收纳佣金外另向客人收取的额外服务费用。Single单人间Any facility or reservation to be used by one person.房间和设备都专门用以单人入住的客房名称。Shoulder Period 平季A calendar period between a peak season and an off season, usually favored by a promotional rate, lower thanpeak and higher than off season.除开酒店经营旺季和淡季以外的时间。通常在此时段内推出比旺季梢低同时比淡季梢高的酒店优惠促销产品价格。Studio 多用间A hotel room with a couch or couches that convert into beds. may be used as a parlor or a bedroom.放置了一张或多张沙发床的酒店客房，该类房间可以用做卧室，同时也可以用做会客室。Suite 套间A parlor connected to one or more bedrooms. When requesting a suite, always designate the number ofbedrooms needed.包括一间或多间卧室和一间起居室的酒店客房。在顾客要求入住套间时，需根据顾客要求卧室的数量来分配套间。Twin 双床房Room for two guests with two single beds.内摆放了两张单人床供两人使用的酒店客房。Twin Double双双床房Room for two, three or four people with two double beds.放置了两张双人床，可供2-4人使用的酒店客房。Adjacent 邻近房Rooms which are side by side.相互邻近的客房。_Department Head 部门总监Date 日期_General Manager 总经理Date 日期Standard Operating Procedures-Sales & Marketing市场销售部标准操作程序Down and out 附楼房Rooms on the first floor on the outside of the building.主楼一楼外的附楼客房。King 大床房Room with a king size bed, not a king leisure.指放置了大床的客房，并非豪华大床房。Folio系统The form on which the continuing balance of a guests charges are recorded. 一种即时记录顾客实时房费变化状况的表格系统。King Leisure 豪华大床房A room with a king size bed and special decor, including oversized lounge chairs or sofa bed and specialamenities.放置大床，拥有超大的休息室躺椅或沙发床及一些其他客用设施，经过精心特别装修的客房。On change 正在清理This refers to a room which is not clean and ready to sell.说明该房间正进行打扫清理工作，完毕后立即可以出售。Over 无房If reservations are “over,” more rooms have been reserved than are actually available.如果预定已满，预定房数超过实际可用房间数时的状况。PBX Telephone switchboard. 电话总机Registration card (REG. CARD) 住房登记卡That portion of the folio which when filled in by the guest provides all information necessary to complete checkin.客人在办理酒店入住手续时需要填上所有必要信息的卡片，登记卡是FOLIO系统的一个部份，在完成登记卡填写后，顾客才能入住酒店。Re-rent 重租房A room which is rented more than once In one day.一天内出售次数超过一次的客房。“Running the Bucket” 核查A comparison of the room rack and the folios in the tray to make sure they agree.审查实际入住客房状况和FOLIO系统记录房态是否吻合。Skip 跑单（未结账）A guest who does not pay all charges on his folio before his departure. A skip may be intentional or merely anoversight on the part of the guest.客人在离店前未付清由FOLIO系统记载的所有应付费用。未结账情况可能是顾客故意所为，也可能仅仅是顾客的疏忽导致的。Sleeper 闲置房A room shown as occupied not actually occupied and not sold. Sleepers usually show up in running a bucket,room status or the HousekeepingReport wont match that on the room board or in the tray. At this point, the housekeeper must re-check theroom and notify the front to confirm the status. 在FOLIO房态系统中显示有顾客入住，但实际并未入住甚至并未售出的客房。一般在和房务部核查实际入住客房状况及FOLIO系统房态记录时，会出现闲置房。当这种情况出现，房务部工作人员需要立即再次核查该客房情况并通知前台确认该房房态。110 Howard Johnson Tool Box Sales_Department Head 部门总监Date 日期_General Manager 总经理Date 日期Standard Operating Procedures-Sales & Marketing市场销售部标准操作程序Special Economy Room 特价房A room with one double (or queen) bed or a room in a less desirable location has a lower rate than a standardroom.一些只有一张双人床或较小大床的房间，及一些位置略逊的客房可以以比标准房间价格稍低的价格进行出售。Standard Room 标准间A room with two double beds.放置两张双人床的客房。Stayover 过夜客A guest who stays in the hotel more than one night.专指该些在酒店入住一房晚以上的顾客。Tray The folio file, commonly referred to as a “bucket.”FOLIO系统中的文件，通常被称为“桶”。Turnaway 离开A guest who has a reservation but must be turned away because there is no room available for him.客人有预定，但是因为入店时无客房可以使用，故必须离开的状况。Walk-in 散客A guest who has no reservation.没有预定的上门顾客。Catering Glossary 宴会术语A La Carte 照菜单点A meal where each item on the menu Is priced separately.根据价格已分别标注的菜单点菜。Cash Bar即时付费酒吧A private room bar set-up where guests pay for drinks. Sometimes know as a “COD bail and an ”A La Cartebar. This type of bar is usually set up by hotel for large groups.酒店专门设立的私人酒会，顾客在此自费购买酒水，通常又被称作“款货现付酒吧”或“照单点酒吧”，酒店通常为大型团队设立此种类型的的服务。Continental Breakfast 大陆式早餐At minimum, a beverage (coffee, tea or milk) and rolls or toast. Sometimes includes fruit juice.至少包括一杯饮料（咖啡，茶或者牛奶）和一份卷式蛋糕或烤面包，有时还包括一杯水果汁，Covers 服务人数The number of persons served at a food function.一次餐饮服务所需要的服务人员总数。Guarantee确认The figure given by the function planner to the hotel at least 24 hours period to the function for the number ofpersons to be served. Most hotels are prepared to serve at least 5% over the guaranteed figure. Payment ismade on a basis of the guaranteed number of covers or total number served, whichever is greater.由宴会组织者至少提前宴会时间24小时通知酒店参加宴会的人数，通常酒店都会准备比通知确认人数多5%的相关服务。服务收费按照通知的确认人数或者实际到会人数来计算，择其多。French Service 法式服务Each food item individually served on a plate at the table by a waiter: as opposed to serving a complete set-upplate.每一道菜肴都分别盛放在一个盘中，由侍应生送至餐桌前，和将菜肴在盘内摆放好再盛上的做法刚好相反。_Department Head 部门总监Date 日期_General Manager 总经理Date 日期Standard Operating Procedures-Sales & Marketing市场销售部标准操作程序Host bar 主办方酒会A private room bar set-up where drinks are pre-paid by the sponsor. Sometimes know as a sponsored bar.事先已由主办者预付过酒水款项的私人酒会，通常又被称作“主办者酒会”。Open bar 免费酒会A private room bar set-up where guests do not pay for drinks. A host bar is a form of open bar.与会客人不用自己支付酒水费用的酒会，主办方酒会就属于免费酒会的一种。Paid bar预付费酒会A private room bar set-up where all drinks are pre-paid. Tickets for drinks are sometimes used.所有酒水都已经事先预付过费用的酒会，有时在该种酒会上使用酒水票。Prix Fixe 会议用餐价格The price at which a specified table dhote meal is offered.已选定“全套套餐”。Table Dhote 会议用餐A full course meal with limited choices.可选有限选择的“全套套餐”。Sales 111Meeting Room Glossary 会议服务用语Equipment 设备Microphones 麦克风Cordless Mike 无线麦克风A small portable microphone without an electrical connection.无电线连接并可移动的麦克风。Lavaliere mike 口麦A small portable microphone that hooks around neck by ribbon or cord; commonly known as a necklace, lapel,neck or pendant mike.使用绳带绕住脖子固定的可移动小型麦克风，通常由叫“颈麦”“项链麦克风”等等。Roving mike有线麦克风A hand microphone on a long electrical cord for speaker who roams around stage or in audience.主持人在台上或台下使用的有长电线连接的手持麦克风。Standing mike 立式麦克风A microphone attached to a metal stand from the floor. Adjustable to the height of the speaker.由地面金属连接座支撑的麦克风，可根据使用者身高进行高度的调节。Table mike 台式麦克风A microphone on a short stand that Is placed on a table for seated speakers. 由放在桌上较短连接座支撑的麦克风，通常由演讲者坐着使用。PA System PA系统The sound systems, portable or built-in, available for amplification in one or more rooms.声音系统，分固定和可移动两种，用来在一间或多间房间内扩音使用。Projectors 放映机Overhead 投影仪Equipment which projects an image from a transparency.用来将幻灯片上图像投影出影像的机器。Opaque 实物投影仪Equipment which projects an image of an actual object.专门用以投放实物影像的投影机器。_Department Head 部门总监Date 日期_General Manager 总经理Date 日期Standard Operating Procedures-Sales & Marketing市场销售部标准操作程序Speakers Equipment 演讲用具Flip-Chart Stands 活动挂图架A large pad (usually 20x24 or larger) on a three-legged stand, used by a speaker for illustrative purposes.三脚支撑的大夹板（通常20x24或者更大），用以演讲者展示说明的目的。Easel 黑板架A three-leg