酒店管理行销酒店市场销售部门专用术语表叶予舜.docx

1、酒店管理行销 酒店市场销售部门专用术语表叶予舜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

2、 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 Ava

3、ilable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

4、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

5、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。C

6、ommercial/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

7、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

8、 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

9、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

10、 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

11、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 t

12、he 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

13、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

14、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。Europea

15、n 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 charg

16、e 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 destinat

17、ion(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

18、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

19、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 guarantee

20、d 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 u

21、nusual 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

22、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 hous

23、ekeeper 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

24、)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 im

25、portant 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 ba

26、sis 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 an

27、d 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 Rat

28、e 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

29、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.

30、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 es

31、tablished 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 withou