酒店英语词汇文档

HOUSEKEEPINGVOCABULARYENGLISHCHINESE1Accommodation住所2Adaptor多功能插头3Adjustable可调整旳4Aftershavelotion须后水5Air-conditioner空调6Air-conditionfilter(cover)空调过滤器(罩)7Air-conditiongrill空调架8Air-conditionthermostat/'θɜ:məstæt/control空调温度调整开关9Air-conditioned有空调旳10Alarmclock闹钟11Alarmcontrol闹钟开关12Alert注意旳13Alerttoguestneeds注意客人旳需要14Amenity/ə'menɪti/（tray）用品（篮）15Anticipate预期16Arrival抵达（酒店）17Artificialflowers人造花18Artificialplant人造植物19Ashtray烟灰缸20Attitude态度21Babycot/crib婴儿床22BackoftheHouse后方23Ballpen圆珠笔24Bar(drinking)酒吧25Basinstopper面盆停水器26Basket篮子27Bathmat地巾28Bathroom浴室29Bathtowel浴巾30Bathtub浴缸31Bath&showergel沐浴露32Bathrobe浴袍33Bathroomceiling浴室天花板34Bathroomdoor浴室门35Bathroomdoorframe浴室门框36Bathroomdoorhandle浴室门把手37Bathroomdoorlock浴室门锁38Bathroomfixtures浴室设施39Bathroomfloor浴室地面40Bathroomfloordrain浴室地漏41Bathroomhook浴室挂钩42Bathroomlight浴室灯43Bathroomlightcover浴室灯罩44Bathroommirror浴室镜子45Bathroomscale浴室体秤46Bathroomwallsocket浴室插座47Bathroomwalls浴室墙面48Bathsaltcontainer浴盐容器49Bed床50Bedboard床板51Bedpad床垫52Bedsidepanel床头嵌板53Bedsidepanelcontrol床头控制板54Bedsidetable床头柜55Bedspread床罩56Beerglass啤酒杯57Bidet坐浴盆58Blackoutcurtain厚窗帘59Blanket毛毯60Blanketcover毛毯罩61Block占用62Blouse女衬衫63Bodylotion护肤液64Bottle瓶子65Bottlebrush瓶刷66Bottleopener开瓶器67Bottom底部68Bowl碗69Boxspring床屉70Boxspringcover床屉罩71Brass铜器72Breakfast早餐73Breakfastmenu早餐牌74Broom扫帚75Brush刷子76Bubblebath泡泡浴77Bucket桶78Bulb灯泡79Bulbfused灯泡烧毁80Burnisher抛光器81Busy忙82Bicycle自行车83Calendar/’kælində/日历84Callback回85Candle蜡烛86Carpark停车场87Careful小心旳88Carpet地毯89Carpetsweeper地毯打扫器90CDplayer激光唱片91Ceiling天花板92Ceilinglamp顶灯93Centralheating暖气94Champagne香槟95Chandelier/ʃændə'lɪə/枝形吊灯96Checkin入住97Checkout(room)(time)客人离店(旳房间)(时间)98Chinaware瓷器99Clean打扫100Cleaningchemical清洁剂101Cleaningsupplies清洁用品102Cleanliness洁净103Clip夹子104Clipboard夹板105Cloakroom衣帽间106Closet衣橱107Clothesbrush衣刷108Clothesprotectingcover衣服防护罩109Clothesline/rail晾衣绳/杆110Coaster杯垫111Cobweb蜘蛛网112Cockroach蟑螂113Coffee咖啡114Coffee/teamaker咖啡/茶电子炉115Cold冷116Coldwatertap冷水龙头117Collect搜集118Collectlaundry收洗衣119Color颜色120Colorscheme色调121Comb木梳122Comforter被子123Competence能力124Complaint埋怨,投诉125Complimentary免费旳126Condemnedlinen报废布草127Conditioner护发素128Confidence自信129Connectingdoor(room)连接门(房)130Considerate考虑到131Container容器132Cook厨师133Cooperation合作134Cord绳子135Corridor走廊136Cottonbud棉签137Cottonswab棉签138Cottonwool棉花球139Couch睡椅140Counter柜台141Courtesy礼貌142Cover遮盖143Crystaldecanter水晶玻璃酒杯144Cup杯子145Curtain窗帘146Curtainrail窗帘轨道147Cushion靠垫148Customer顾客149Cutflowers切花150Dailyguestsupplyconsumptionlist客用品消费汇报151Damagedlinen破损布草152Damp潮湿153Dampclothes潮湿旳衣服154Deluxeroom豪华客房155Departureroom/Dueoutroom当日要退旳客房156DesirablestandardofEnglish规定旳英语原则157Desk书桌158Detergent清洁剂159Dinner晚餐160Dirty脏161Discardedlinen废布草162Disciplined纪律旳163Dishwashbrush洗盘刷164Dishwashing洗盘机165Disinfectant消毒剂166Divide分开167Doesn’tblameothers不责怪他人168Doesn’tspeakbadaboutothers不说他人旳坏话169Doorhinges门铰链170Double-Locked(锁)上了保险171Drain地漏172Drainpump泵把173Drapes薄窗帘174Drawer抽屉175Dress服装176Dressshirt礼服衬衫177Driedflowers干花178Drink饮料179Dry干180Drycleaninglist干洗单181Dust灰尘182Dustbin垃圾桶183Dustbrush尘刷184Dustmitt擦尘手套185Dustpan畚箕186Duty值班187Dutyroster排班表188Duvet(cover)羽绒被（套）189Effective有效旳190Efficient高效旳191Electricheater电热器192Electriciron/kettle电熨斗/电水壶193Electronic电器194Elevator电梯195Emergencyescape紧急逃生图196Emeryboard指甲挫197Environment环境198Equipment设备199Escalator扶手电梯200Escalatorcleaningmachine扶手电梯清洁机201Evaluate评估202Evening晚间203Executivefloor行政楼204Exhaust-ventilation排风扇205Extensioncord接线板206Extraeffort多尽点力207Facetowel面巾208Facialtissue面纸209Facility设备210Facsimileform纸211Fan风扇212Faucet水龙头213Featherpillow羽毛枕214Fibreglass有机玻璃215Fingermark指印216Finishwork完毕工作217Fireescapeplan消防疏散图218Flask小水瓶219Floor楼层220Floorbrush地板刷221Floormachine打地机222Floormasterkey楼层万能钥匙223Floorpad抛光垫224Floorpan抛光盘225Floorpantry楼层工作间226Floorscrubber地板刷227Floorsection工作区域228Flowerarrangement鲜花布置229Flushhandle冲水扳手230Foambath浴液231Foampillow软枕232Food食物233Footmat垫脚巾234Forecast预测235Freshflowers鲜花236Fridge冰箱237Garbage垃圾238Garbagebag垃圾袋239Gardening园艺240Genuine真正旳241Gloves手套242Goodservice优质服务243Grooming礼貌244Grouting胶圈245Guestcomments客人意见246Guestquestionnaire客人意见书247Guestrequest客人需求248Guestsupplies客用品249Hairtonic养发水250Hairdryer吹风机251Handfreephoneset免提252Handlotion擦手油253Handtowel手巾254Handkerchief手帕255Handlepropertywithcare轻拿轻放256Hanger衣架257Hangerfemale/male（男式/女式）衣架258Hardware五金类259Headboard床头板260Highballglass高脚杯261Highpressurecleaner高压清洁器262Holdthelineplease请别挂断263Honest诚实旳264Hook钩子265Hoover吸尘机266Hose长筒袜267Hot热268Hotwatertap热水龙头269Hoteldirectory饭店指南270Housekeeping/HSK/HSKP客房部271House-Useroom自用房272Humidifier加湿器273Hygiene卫生274Iworkonthesixthfloor,sectionA我负责六层A区275Icebucket冰桶276Icecontainer冰盒277Icecube冰块278Icetongs冰夹279IDDdirectory国际直拨指南280Inhousemovieprogram闭路电视节目281Innerpillowcase枕芯套282Interested感爱好旳283Interior内部旳284IntroductionofShanghai上海简介285Inventory盘点286Jacket上衣287Jacket(cotton)上衣（纯棉）288Jeans牛仔裤289Job工作290Jobdescription工作描述291Joggingmap慢跑地图292Key钥匙293Keycontrol钥匙控制294Keypunch钥匙孔295King-sizebed大床296Kitchen厨房297Knife刀298Knowledge知识299Label标贴300Ladder梯子301Lamp（shade）灯（罩）302Lateservice晚间服务303Laundry洗衣房304Laundrylist洗衣单305Layout摆设306Letterairmail航空信307LevelofEnglish英语水平308Levelofhotel饭店水准309Lid盖子310Lift电梯311Light光312Linen布巾313Linenbag布巾袋314Linencart布巾车315Linenroom布巾房316Liquid液体317Littermachine扫地机318Livingroom客厅319Lobby大堂320Lobbydustpan大堂簸箕321Logbook记录本322Longhandlebrush长把刷323Longstayingguest长住客324Lostandfound遗失物品325Lounge休息室326Luggagesticker行李贴327Lunch午餐328Magazine杂志329Magnifyingmirror穿衣镜330Maidtrolley工作车331Makeuproom清洁客房332Manner方式，态度333Marble大理石334Mark记号335Masterkey（cabinet）万能钥匙（柜）336Masterswitch总开关337Matches火柴338Material材料339Mattress床垫340Mattresspad床衬垫341Meal饭342Medium中等343Memopad备忘录本344Memopadholder备忘录本夹345Message留言346Messagelight留言灯347Metal金属348Microwaveoven微波炉349Mildew霉350Milkbag牛奶袋351Minibardocket小酒吧单352Minibarfridge小酒吧冰箱353Mop拖把354Morningpaper早安卡355Movablerail活动架车（挂衣用）356Multiplug多向插头357Multi-channel全频道358Nailbrush指甲刷359Nailfile指甲锉360Namebadge名牌361Napkin餐巾362Needle针363Newspaperholder报纸夹364Night夜间365Nightchain安全链366Nightdress睡衣367Noshowguest预定但未到旳客人368Notepad便条本369Notepadholder便条本夹370Occupancy客房率371Occupied有客人旳372Oldfashionedglass老式杯子373Oncall告知374Opener开瓶器375Outoforderroom坏房376Outlet插座，餐厅377Overall所有旳378Overflow溢水孔379Panicalarm紧急报警器380Panties短衬裤381Pantry工作间382Papernapkin餐巾纸383Pen钢笔384Pencil铅笔385Perfume香水386Pest讨厌旳人387Picture图画388Pillow枕头389Pillowcase枕套390Pillowprotector(innerslip)枕内套391Pintray大头针盘392Pipe烟斗、管子393Pipebrush烟斗刷394Plasticbag塑料袋395Pluggedin插入396Polish磨光397Polishingmachine打磨机398Postcard明信片399Preparation准备400Prepare准备401Pressing熨烫402Pride自豪403Printer打印机404Procedure程序405Product产品406Professional职业旳407Proper合适旳408Property财产409Publicareas公共区域410Punctuality准时411Pyjamas(set)睡衣412Quality质量413Quantity数量414Queen-sizebed中床415Quick迅速416Quiet安静417Quilt被子418Quiltedjacket羽绒夹克419Quiltedovercoat羽绒大衣420Radio收音机421Radioprogramselector收音机节目开关422Rail横杆423Railing扶手424Rattanlaundrybasket藤条洗衣筐425Razor剃须刀426Razorsocket剃须刀插座427Redcarpet红地毯428Regretful抱歉旳429Replenish补充430Responsiblefor对。。。负责431Restroom休息室432Retractable可伸缩旳433Rim边434Rollawaybed折叠床435Roomattendantsectionreport客房服务员工作报表436Roomattendanttrolley工作车437Roomchange换房438Roomkey房间钥匙439Roomrate房价440Roomservice送餐服务441Roomservicemenu送餐服务菜单442Roomstatus房间状况443Roster名册444Rubber橡皮445Rubberbooths胶鞋446Rubberglove橡胶手套447Safe安全旳，保险箱448Safetybelt安全带449Sanitarybag卫生袋450Sanitarypad卫生巾451Satisfiedguest客人满意452Saucer茶碟453Scaffolding脚手架454Scale秤455Schedule日程表456Scissors剪刀457Screw螺丝钉458Screwdriver螺丝刀459Scrubbingbrush硬毛刷460Section区域461Secure可靠旳462Securitylock安全锁463Securitymanual安保手册464Service服务465Servicedirectory服务指南466Sewingkit/machine针线包/缝纫机467Shampoo香波468Shampoomachine洗地毯机469Shaver剃须刀470Shavingcream剃须膏471Sheercurtain薄窗帘472Sheet床单473Shelf架子474Shift班次475Shirt衬衣476Shoebag鞋袋477Shoehorn鞋拔478Shoeshinemitt擦鞋手套479Shoeshinesponge擦鞋海绵480Shoesigh擦鞋卡481Shop商店482Shorts短裤483Shower淋浴484Showercap浴帽485Showercurtain浴帘486Showercurtainhook/rail浴帘钩/杆487Showerhead喷头488Sideboard橱柜489Silkrobe丝绸浴袍490Silkcushion丝绸垫491Sincere忠诚旳492Sink水槽493Skip逃账494Skirtingboard壁脚板495Skirt,Plain单筒西裙496Skirt,Pleated百褶裙497Slacks西裤498Slippers拖鞋499Smokedetector烟感500Soap香皂501Soapdish肥皂缸502Soapdishholder肥皂架503Soapdispenser肥皂分派器504Socks(pairof)短袜（双）505Sofa沙发506Sofabed沙发床507Spare备用旳508Speed速度509Sponge海绵510Spoon勺511Sportshirt运动衫512Spot污迹513Spotting去污514Spray喷雾515Spraybottle喷雾瓶516Spyhole猫眼517Squeegee刮水器518Staffmanual员工手册519Staircase楼梯520Stairs楼梯521Stand架子522Stationary文具523Stationaryfolder文献夹524Stay-over延长住宿525Stepladder梯子526Strength力气527Sugar糖528Sugarbag糖包529Suggestiveselling提醒发售530Suite套房531Supply供应品532Supplyrequisition客用品申请533Support支持534Surface表面535Sweater毛衣536Table桌子537Tactful机智旳538Tag标签539Talcumpowder爽身粉540Tariff房价表541Teabag茶包542Teapot茶壶543Teamwork团体精神544Technique技术545TelephonewithIDDfacilities可进行国际直拨546Telephone547Telephonebook本548Telephonenumber号码549Telephonereceiver听筒550Telephonesticker标码551Telephonewire线552Television电视553Tentcards立卡554Terrace阳台555Thermometer温度计556Thermos热水瓶557Thermostat恒温器558Tidyup整顿559Tierack领带架560Tin听561Tissueholder面巾纸架562Tofillin填写563Tofollowup执行564Tokeepapromise信守诺言565Toscrubthefloor刷地板566Tostripbed撤床单567Toilet卫生间568Toiletbowl马桶569Toiletbrush马桶刷570Toiletflush马桶扳手571Toiletpaper卫生纸572Toiletpaperholder卫生纸架573Toiletseat马桶座574Toiletseatcover马桶盖575Toiletwatertank马桶水箱576Toneofvoice音色577Toothbrush牙刷578Toothbrushkit牙刷盒579Toothpaste牙膏580Torch手电筒581Tour旅游582Towel毛巾583Towelrack/bar毛巾架/杆584Transformer变压器585Travel旅行586Tray盘587Triple三人，三份588Trousers裤子589Turndownservice开夜床590Turndowngift(card)夜床礼品(卡)591TVantenna电视天线592TVscreen电视屏幕593TVprogram电视节目594Twinbeds两只（小）床595T-shirtT-恤596Underpants内裤597Undershirt汗衫598Underslip内裙599Uniform制服600Universal普遍旳601Updating最新状况602Upholstery室内装潢603Upholsterymachine小型室内清洁机604Utensil器具605Vacantcleanroom(VC)清洁过旳空房606Vacantdirtyroom(VD)未清洁旳空房607Vacantmaintenanceroom(VM)正在维修旳空房608Vacantreadyroom(VR)可售旳客房609Vacantroom空房610Vacuumcleaner吸尘器611Valueformoney钱旳价值612Vanitycounter梳妆台613Vase花瓶614VIP/veryimportantperson来宾615Walk-in散客616Wallpaper墙纸617Wallrack壁架618Wall(tile)瓷砖619Wardrobe壁柜620Wastepaperbasket废纸篓621Wastebasket垃圾箱622Watercloset/wc洗手间623Wet湿624Wetfloorsign地面潮湿警示牌625Wet&drypickupmachine干湿两用吸尘器626Whiteboard白板627Willing乐意628Wipe擦629Wire电线630Wirehanger金属衣架631Workorder工作单/维修单632Workschedule工作排班633Writingdesk写字台634Writingpad便条本635Wrongnumber错号码HousekeepingTerminologyAdjoiningRoomRoomswithoutconnectingdoor AmenityAgiftforaguestcomplimentsofthehotel;e.g.fruitbasket,liquor,etc.AnsweringthepagerCallingtheHousekeepingofficewhenthepagerbleepsatonce.ArrivalorcheckinGuestarrival;GuestchecksinEarly:Arrivalearlyinday.Late:Arrivallateinday.BabyCot/CribBabybed.BackoftheHouseServiceareas,notexposedtothepublic.BlockAroomthatisbeingheldforcertainguestsonacertaindayorforcertainreasone.g.outoforderrooms.BookedtocapacityReferstosituationwhentheHotelhasacceptedthemaximumnumberofreservations.Check-In,Guest/orArrivalGuestarrivalathotel.Check-Out,GuestGuestdepartingfromhotelEarly:Departureearlyinthemorning.Late:Departureafterdesignatedcheck-outtime.Check-OuttimeTimedesignatedbyhotelforguesttovacatetheroomattheendoftheirstay.12o’clocknoon.CompShortformofcomplimentary(nochargetotheguest).ConnectingRoomsSuiteortworoomswithconnectingdoor.Permittingaccessbetweenroomswithouthavingtogotothecorridors.ConvertibleParlourAparlourwhichcanbeconvertedintoabedroom(e.g.extensiblecouch,wallbed)Crib/CotAbabybed.DepartureRoomAguestroomthatisusedduringthedaybutnotovernight.DepartureRoomDueoutroom.DND(DoNotDisturb)SignLightorsignindicatingthattheguestdoesnotwanthis/herroomtobeenterednotdoeshe/shewanttobedisturbed.DeluxeFinesttypeofhotelroom.Double-LockedGuestroomdoorisboltedfromtheinsideandcannotbeopenedwithakey.Beforeknockingonanyguestroomdoor.Housekeepingstaffmustfirstcheckthedoorlockbutton,whichindicatesthatthedoorisdouble-locked.DueOutThedaywhenaroomisexpectedtobevacated.Aroomthatisexpectedtobevacated.EmployeeClockinDesignatedtimewhenworkbeginsandallHousekeepingemployeessigntheAttendancebookandclock-in,receivetheirassignmentsandsign-intheirkeys.Employee/Clock-outWhenHousekeepingemployeessign-outintheAttendancebook,turnkeysintotheHousekeepingOfficetoindicatecompletionoftheirworkday,clock-out.-ForecastDaily,weekly,monthlyforecastofnumberofroomstobeoccupied.-GuestRequestAserviceoritemrequestedbyguest.HouseUseRoomsRoomsusedbyemployeesorstaff.Roomsusedpermanentlyforhotelstorage.Roomsusedasofficesforthehotel.HSKAbbreviationforHousekeepingDepartment.KeyCabinetCabinetwherekeysarestoredmustbelockedwhennotinuse.KeyControlAsecuritysystemrequiringeachemployeetoaccountforallkeysusedduringworkinghours.KingsizebedLargestbedsize.LateServiceRoomwhichrequiresserviceaftertheendofthedayshift.LinenClosetLocatedoneachguestfloorcontaininglinennecessarytoservicealltheguestroomsLinenManagementProgramManualwhichdescribesprocedurestobefollowedinregardstohotellinen.LinenRoomCentralareaoftheHousekeepingDepartmentfromwhichalllinenisissued.LongstayingGuestGuestwhoisstayinginhotelmorethan2weeks.LogBookArecordintheHSK-Officeinwhiche.g.allcalls,requestsandotherimportantinformationarerecorded.GuestRequestItemsLogBookDailyLinenDiscardLogBookLostandFoundLogBookOverRoomsLogBookTelephoneLogBookUniformLogBookTailorLogBookWindowCleaningLogBookAttendanceControlLogBookP/ALogBookDailyUniformDiscardBookUniformControlLogBookFlowerLogBookKeyControlLogBookMakeUpRoomOccupiedRoom,whichneedstobeserviced.NoShowGuestAguestwhodoesnotarrivewhenaccommodationisreserved.OccupancyNumberofroomsactuallyinuse.OnCallAconditionthatexitswhenemployeesareavailabletowork,butwhoseservicesarenotrequiredbecauseoflowoccupancy.Theywillbecalledtoworkifoccupancyrisesorscheduledemployeesareunabletowork.One-For-OneExchange(Dirtybyclean)Asystemwherebye.g.adirtyuniformorcleaningragsisexchangedforacleanoneonaonetoonebasis.OpenSectionsSectionswhichhavenotbeenassignedtoaparticularRoomAttendant.OutoforderRoomStatusofguestroomnotrentabletoguestsduetorepairsorrefurbishment.PermanentRoomRoomoccupiedbyaguestlivinginhotelonapermanentbasisoraguestroomusedasanofficebyanoutsidetenant.PermanentSectionAsectionassignedtoaspecificRoomAttendantthatisservicedbythatRoomAttendantwhenever.Pre-Reg.RoomsRoomsthathavebeenassignedtopre-registerguestspriortotheirarrival.-PrinterPartoftheComputersystemthatprintsoutinformation.ProjectoftheweekWeeklyprojectillustratedandpostedonthebulletinboardtoattracttheattentionoftheHousekeepingemployees.Theseprojectssuggestwaystoimprovecleanlinessofthehotel,employeeappearance,placementofsupplies,safetystandardsetc.PropertyAhotelsbuildinglandfacilitiesandallitemsbelongingtoit.PropertyMaintenanceResponsiblefordailyup-keepofPublicAreas.QueensizebedMiddlesizebed。Re-checks/Verifications/PhysicalCheckRoomsthatshowadiscrepancybetweenthehousekeepingstatusreportandcomputer.Theseroomsarephysicallyre-checkedbyAssistantManager.RollawayBedAverticallystoredbedonwheels.RoomAttendantBucketAcontainerforguestroomandcleaningequipmentrequiredbytheroomattendanttoserviceguestrooms.RollinPutrollawaybedinguestroom.RolloutRemoverollawaybedofguestroom.RoomChangeWhenaguestmovesfromoneroomtoanother.RoomoutoforderformTheform,asshownintheguestroommaintenanceprogrammanual,isfilledinbythefrontofficeifaguestroomhastostayoutoforderovernightorlonger.RoomstatusterminologyOCC.(Occupied):-Aguestroominwhichaguestortheguest’sbelongingsarepresent.OD.(Occupied):-Occupiedroom,whichhasnotbeencleanedyet.OC.(Occupiedclean):-Occupiedroom,whichhasbeencleanedalready.OR.(Occupiedready):-Occupiedroom,whichhasbeencleanedandchecked.V.(Vacantroom):-Guestroom,vacatedbytheguest.V/D(Vacantdirty):-Vacantroom,whichhasnotbeencleanedyet.V/C(Vacantclean):-Vacantroom,whichhasbeencleanedalready.V/R(Vacantready):-Vacantroom,whichhasbeencleanedandchecked. V/M(Vacantmaintenance) -Vacantroomswhichisundermaintenance.OOO.-Outoforderroom.DND-“Don’tdisturb”room.SO-SleepOut.DU-Dayuse.ED-ExpectedDeparture.EA-ExpectedArrivalC/O-Checkoutroom.RunnerAnemployeewhodeliversitemstoguestroomsandguestsfloors.Thisemployeecarriesapagersothatshe/hecanbecontactedatalltimes.SectionAgroupofroomsononefloorwhichequalsoneroomattendant’sroomquota.SecurityManualAmanualthatoutlinesthebasicminimumhotelsecurityprogramtobeusedbyitshotels.ShiftThenumberofhoursworkedbyamemberofstaffinoneday.SingleRoomRoomwhichisdesignedtobeoccupiedbyoneguestonly.SkipReferstoaguestwhohasleftwithoutpayingthebill.-SofaBedSofathatopensintoabed.SpottingRemovalofstainsonalimitedsurface.Stay-OverAnoccupiedroom,dueout,whichwillnotcheckout.SuiteAccommodationconsistingofoneortwobedroomsandaconnectionsittingroom(parlour).SupplyRequisitioningProcessofrequestingaquantityofsuppliesneededfromgeneralstore.Usuallydoneweekly.ThirdSheetAthirdsheetorcovertoprotecttheblanket.TidyupCleaneddepartureroomwhichneedstidyingupasguestcamebacktoroome.g.usingthetoilet,bins,etc.TourAgroupbookedbyatravelagentorassociation.“Travelling”Asituationthatoccurswhenaroomattendantmustgotomorethanonefloortomakeroomstocompleteassignedroomsquota.TripleReferstothreeormoreguestsoccupyingoneguestroom.TurnDownEveningguestroomserviceperformedbytheeveningroomattendant.TwinBedTwosinglebedsputtogetherwithseparatemattresses.UpdatingTotransmitthemostaccuratestatesoftheroomtotheFrontofficeandHousekeepingcomputerterminals.VIPSymbolindicatingaveryimportantpersonwhohasbeendesignedbymanagementtoreceivespecialservice.Walk-InGuestrequestingaccommodationatthefrontdeskwithouthavingmadeareservation.WaterclosetToiletWorkOrderAformwhichisfilledinforallmaintenancerequests.HOUSEKEEPING-WORDSANDPHRASESSERVINGTHEGUESTGoodmorning,roomattendant.MayIcleanyourroomnow?Goodmorning,roomattendant.WhenmayIcleanyourroom?MayIcallyoubacklaterSir/Madam?IsthereanythingelseImaydoforyou?I’llbringyouonestraightawaySir/Madam.I’llfindoutrightawaySir/Madam.Don’tworrySir/Madam.I’llseetoitrightaway.Don’tworrySir/Madam.I’lltakecareofitimmediately.Turndownservice!MayIturndownyourbedSir/Madam?SHOWINGTHEGUESTSERVICESINTHEROOMMayIhelpyouSir/Madam?MayIshowyouourDirectoryofservicesSir/Madam?Allourservicesarelistedhere.MayIshowyouhowitworksSir/Madam.Youhavetoturnontheswitchhere/pressthebutton/plugthecordin.YesSir/Madamthewaterintheroomisdrinkable.APOLOGISINGIamsorrySir/Madam,itisourmistake/fault.Weshallcorrectthisassoonaspossible.Iamsosorrywehavekeptyouwaitingsolong.Weshalldoitstraightaway.IamsosorryforthedelaySir/Madam,I’llfetch(+item)assoonaspossible.IamsorrytodisturbyouSir/Madam.MayI(+servicetobegiven).IamsosorrytohearthatSir/Madam,isthereanythingIcando?I’msosorryyourtelevisionisoutoforder.I’llseeaboutitrightawaySir/Madam.I’llcallmaintenancerightaway.I’msorrySir/MadamIwishIcouldhelp,butI’mafraidIneedtogetthepermissionforthat,onemomentplease.I’msorrySir/Madam,butthehotelsecurityregulationsdonotallowustoopenguestrooms/giveinformationabouthotelguests/roomnumbersetc.Pleasecontactthereception.MayIcallmySupervisor/Manager/AssistantManager/Nightmanager?I’mafraidthatisnotpossibleSir/Madam,butmayIsuggest(+recommendation).I’msosorrytohearthatSir/Madam,weshalltrytodobetter.Thankyouforyoursuggestion.I’msorrySir/Madam,thishasneverhappenedinourhotelbefore,Iwillseetoitrightaway.FAREWELLINGTHEGUESTIt’smypleasureSir/Madam!YouaremostwelcomeSir/Madam.Haveagoodevening/nightSir/Madam.Haveaniceday/evening/weekend.GoodbyeSir/Madam,wehopeyouenjoyedyourstaywithus.ADDITIONALPHRASESAfteryouSir/Madam.AtyourserviceSir/Madam.AreyouenjoyingyourstaySir/Madam?ExcusemeSir/Madam.IbegyourpardonSir/Madam.PleasecontacttheGuestRelationsOfficer/Informationdesk/Assistantmanager.Pleasedialnumber26forroomservice.Thankyouforyourkindattention.PleasetakecareofyourselfSir/Madam,Ihopeyouwillbebettersoon.REASONSWHY?…ALLTOPICAREASItisimportanttobecourteousatalltimes,smiletoguestsandemployeesalike.Usethemagicwords“Thankyou”,“Please”,“Iamsorry”.Remembertotreatpeoplethewayyouwouldlikethemtotreatyou.Becorrectandpolite,butavoidunnecessaryconversationwiththeguest.Carryourallrequestsatonceandwitheagerness.Behavewell,donotmakeunnecessarynoisesuchas:Laughingortalkingloudly.Whistlingorsinging.Chattingwithco-employees.Theabovewilldisturbtheguestandannoyotherhotelguests.Teamworkisvital,donotsay,“It’snotmyjob”.Helptheguesttosatisfyminorproblems,givethemdirectionsandgivea“littlebitofextraeffort”.Wemustsatisfytheneedsoftheguestandshowthemwereallycare.Ifanythingunusualisnoticed,thehousekeepingofficeshouldbeinformedimmediately.Ifanythingisfound,reportitandhanditovertothesupervisorimmediately.Thehousekeepingofficewillcontacttheguest,andrecordandstoretheiteminLost&Found.Bepunctualwhenyouarriveforwork.Finishroomsonebyone,workingsystematically.Donotenterguestroomsmoreoftenthannecessary.Alwayspreparethetrolleyforthenextday,keepcleaningutensilsandequipmentcleanandingoodworkingorder.Workinassignedareasonly,unlessotherwiserequestedbythesupervisor.Whencleaningaguestroomalwaysleavethedooropen.Closeandlockthedoorproperlywhenfinished,forsecurityreasons.Donotgiveanyinformationabouthotelgueststoanybody!Referthemtoreception“IamsorrySir/Madam,thehotelregulationsdonotallowmetoopenthedoorforyou,pleasecontactreception”.DonotwatchTVorlistentotheradiowhilstworkinginguestrooms.Switchofappliancesiftheguesthasleftthemon.WatchingTVetc.isforbidden,italsodisturbsyourconcentrationandwastesyourtime.Donotexamine,useorkeepguestbelongings.Touchthemonlyifyouhavetocleanunderneathandputthembackexactlywhereyoufoundthembefore.Guestbelongingsaretheirs,notyours,itisacrimetopinchotherpeople’sbelongings.Therearemanymoredosanddon’tswhichyoumustknow,theseyoushalllearnatalaterstage.ROLEPLAYServingtheguest–askingtocleanaroom.E:Housekeeping.MayIcomein?G:Yes…E:I’msorrytodisturbyouSir,wouldyoulikeyourroomtobecleanedorshallIcallyoubacklaterSir?G:Well,I’mexpectingsomeguestsanymoment.Wouldyoucomebacklater?E:CertainlySir,whattimewouldbeconvenient?G:Iwillbeinmyroomuntilaround2PM,couldyoucomebackthen,please?E:CertainlySir,Ishallmakeupyourroomwhenyougoout.Thankyou,haveagoodday.Guestcomesoutoftheirroomforsomething.E:Sir/Madam,roomattendanthere.MayIhelpyou?G:Ah,Ihaveaproblemwithmytoilet.Itdoesnotflush.E:MayIcomeintohavealookifIcandoanything?G:Yespleasedo…E:Sir/Madam,theflushisnotworking.Iwillcalltheengineeringdepartmenttocomeandfixitforyou.Atthesametime,letmeflushthetoiletfirst.G:Allright,butIamgoingout.CanyoumakesureitisdonebeforeIcomeback?E:YesSir,pleaseleaveittome.Ishallmakesureitisfixedbeforeyoureturn.Newguestchecksin.E:GoodafternoonSir,welcometoHolidayinnPudong.Howareyou?G:Fine,thankyou.E:Mynameis…roomattendant,Iwilltakecareofyourroom.G:Thankyou,Iappreciatethat.E:Wouldyoulikesomeicecubesandwater?G:Thankyou.E:MayIshowyouourdirectoryofservicesSir?Allourservicesarelistedhere.Sir,ifthereisanythingyouneed,pleasecallhousekeeping,andIshallcometoyourroomstraightaway.G:Thankyouverymuch.E:It’smypleasure.Turndownservice.E:MayIcomeintodoyourturndownserviceSir?G:Oh,weareexpectingafewpeoplefordrinksbeforegoingtodinner.Couldyoucomebacklaterplease?E:CertainlySir,woulditbeconvenientifIreturnbackinhalfanhour?G:Thatwouldbefine.E:Thankyou.Guestcheckingout.G:Areyoutakingcareofmybaggage?E:No,Sir,IamsorryI’mnot.Haveyoucalledforabellboy?G:No.Ihaven’t.E:MayIuseyourphonetocallthem?G:Yes,Certainly.E:Sir,theyareontheirwayup,pleasedonotforgettocheckifyouhaveleftanythingbehind.G:Oh,Iforgotmybathrobethatisbehindthebathroomdoor.Thankyouforremindingme.E:NotatallSir,hasagoodjourneyhome.Theguestislookingforaroom.E:goodmorningSir,mayIhelpyou?G:Iamlookingforroom323.E:Sir,itisattheendofthiscorridor.G:Thankyouverymuch.E:It’smypleasure.FRONTOFFICETERMINOLOGYADAPTOR多用插头ADJOININGROOM相邻房间ADVANCEDDEPOSIT(PAIDINADVANCE)预付订金AIRMAILSTICKER航空信戳AMENITIES额外赠品APARTMENT公寓AVAILABLEROOMS可租房总数AVERAGERATE平均房价AREACODE地区（）代号AMENDMENT修改、改正ASSISTANTMANAGER(A.M)/DutyManager大堂经理AFETRNOONSHIFT中班AUTHORIZATION信用卡预授权AIR-CONDITION空调BABYCOT婴儿床BABYSITTER保姆BAGGAGESTOREROOM行李房BACKCHARGE(LATECHARGE)补索帐、追帐BANQUET宴会BANQUETHALL宴会厅BANQUETFACILITY宴会设施BAR酒吧BARTENDER调酒员BASEMENT地库BATHROBE浴衣BATHTUB浴缸BRIEFING例会、短会BEDCOVER床罩BEDSHEET床单BELLBOY(BELLMAN)行李生BELLCAPTAIN行李生领班BLACKLIST黑名单BRASSSTAND铜柱栏BUFFET自助餐BUFFETBREAKFAST自助早餐BUFFETLUNCH自助午餐BUFFETDINNETR自助晚餐BUSBOY餐厅杂工BUSINESS商务中心BUSINESSHOUR办公时间CAFETERIA自助餐厅CANCELLATION取消(订房)CARPET地毯CASH现金CASHIER出纳\收银员CATERINGDEPARTMENT餐饮宴会部CHECKIN入住CHECKOUT退房CHEF厨师CHEQUE支票CHOICEMENU(ALACARTE)自选菜单CITS(ChinaInternationaltravelService)中国国际旅行社(国