【正文】 ry database systems, that automatically direct information about departing guests into a guest history HISTORY RECORDA record of personal and financial information about hotel guests that(1)is relevant to marketing and sales, and(2)can help the hotel serve the guest should he or she law may require retention of certain guest data for some period of LEDGER The set of accounts for all guests currently registered at the called the front office ledger, transient ledger or rooms’ LEDGER REPORTA report that carries the current account balances of al registered guests, typically prepared as part of the night SERVICE REPRESRNTATIVESee Front Desk AgentGUESTROOM KEY A key that opens a single guestroom door if it is not double – ROOM A room with special features designed for handicapped BALANCE ACCOUNT An account that has reached or exceeded a predetermined credit balance accounts are typically identified by the night called a high risk BALANCE ACCOUNT A report that identifies guests who are approaching an account credit prepared bythe night auditor..HIRING PERIODThe time directly after an employment offer up through the new –hire’s initial adjustments to the period involves all arrangements necessary to prepare the new –hire and current staff for a successful working The future time frame for which a property accepts A general term used to describe motels, motor hotels, inns, suite hotels, conference centers, and other operations providing lodging facilities, various services, and conveniences to the traveling ACCOUNT See Non –Guest AccountHOUSE COUNT The forecasted or expected number of guests for a particular period, sometimes broken down into group and non – LIMIT A credit limit established by the USEA room status term indicating that the room is being used by someone on the hotel staff at no STATUS See Room StatusHOUSEKEEPING STATUS REPORT A report prepared by the housekeeping department that indicates the current housekeeping status of each room, based on a physical –up approach to pricing determining the average price per room, this approach considers costs, desired profits, and expected rooms AVERAGE RATEA room’s statistic that indicates the point at which rooms are sold at the best rate for the type of guests acmodated by a –BALANCE A term used to describe the state when the totals of debit amounts and credit amounts for a set ofaccount s are PROGRAM A program offering special recognition and rewards to employees based on their ability to meet certain programs vary in structure and design and are a way to award exceptional performance beyond the TRAVEL Travel financed by a business as an employee TRAVEL See statement of HOTEL A hotel with no ownership or management affiliation with other DIRECTORY A collection of information kept at the front desk for front desk agents to use in responding to guest requests, including simplified maps of the area。may be occupied by one or more BEDA bed approximately 78 inches by 80 ARRIVALA guest with a reservation who expects to arrive after the hotel’s designated cancellation hour and so notifies the CHECK –OUT FEE A charge imposed by some hotels on guests who do not check out by the established check –out –COST ROUTING A feature of an active call accounting system that directs calls over the least costly available line, regardless of A grouping of accounts，LETTER OF CONFIRMATION A letter sent to a guest to verify that a reservation has been made and that its specifications are SERVICE See Economy/Limited ServiceLOCK –OUT A room status term indicating that the room has been locked so that the guest cannot reenter until he or she is cleared by a hotel BOOKA journal in which important front office events and decisions are recorded for reference during subsequent CONTRACT An agreement between the owner/developer of a property and professional hotel management owner/developer usually retains the financial and legal responsibility for the property, and the ,management pany receives an agreed –upon fee for operating the COSTThe variable or added cost of selling a product that is incurred only if the room is sold(Fixed costs are incurred whether the product is sold or not.)MARKET SEGMENTATIONThe process of defining or identifying smaller, distinct groups or “segments “within larger markets –“corporate business travelers.” For instance, as a segment of “business Travelers.”MASTER KEY A key which opens all guestroom doors which are not double – – FITTED ELECTRONIC LOCKING SYSTEM An electronic locking system in which each door has its own microprocessor containing a predetermined sequence of codes。例如：桂林奇勝商務(wù)酒店的標(biāo)間和大床，門戶價(jià)為RMB460,而目前網(wǎng)絡(luò)預(yù)定價(jià)為RMB120。在大廈領(lǐng)導(dǎo)的正確指導(dǎo)下，**年我部門順利完成了上級(jí)領(lǐng)導(dǎo)下達(dá)的各項(xiàng)經(jīng)營(yíng)、管理指標(biāo)。加強(qiáng)房務(wù)中心工作的管理。在硬環(huán)境方面，為了給客人創(chuàng)造一個(gè)衛(wèi)生舒適的環(huán)境，樓層嚴(yán)格按照酒店衛(wèi)生標(biāo)準(zhǔn)，貫徹執(zhí)行大廈客房管理制度，堅(jiān)持按標(biāo)準(zhǔn)程序做住客房、退客房，進(jìn)行布草更換，對(duì)杯具、衛(wèi)生間消毒。另一方面，加強(qiáng)監(jiān)督檢查。3月對(duì)制服房規(guī)模進(jìn)行改造，以適應(yīng)日趨增多的工服及布草容量。期間，房務(wù)部主要負(fù)責(zé)院士會(huì)議的組織、會(huì)議室布置、會(huì)期服務(wù)、客房服務(wù)及保潔等工作。其次，做好外部溝通及內(nèi)部溝通工作，及時(shí)協(xié)調(diào)，迅速處理。各種標(biāo)識(shí)的統(tǒng)一管理?？头恳淮涡院钠芳笆称返念I(lǐng)取、儲(chǔ)存、配送、報(bào)廢，全部按照規(guī)定進(jìn)行，做到數(shù)字準(zhǔn)確，手續(xù)無(wú)誤。確保符合行業(yè)標(biāo)準(zhǔn)，客房經(jīng)過(guò)衛(wèi)生局檢查，接受不合格地方并進(jìn)行整改，制定《客房衛(wèi)生管理制度》及《消毒間工作管理規(guī)定》，擬配備消毒柜，并將制度上墻。內(nèi)部溝通管理。顧客滿意度。三、加強(qiáng)人力資源管理，知人善用，重視培訓(xùn)，獎(jiǎng)罰分明，優(yōu)化資源組合。過(guò)程監(jiān)測(cè)及持續(xù)改進(jìn)。與其他部門及時(shí)就工作中一些接口處問(wèn)題進(jìn)行溝通，如與接待和收銀及時(shí)通話，互相提醒，避免了許多不必要的耽誤和過(guò)失。對(duì)客房、保潔各崗位存在的潛在風(fēng)險(xiǎn)進(jìn)行識(shí)別，針對(duì)危險(xiǎn)源制定措施，并對(duì)員工進(jìn)行工作過(guò)程中的自我保護(hù)教育，確保安全服務(wù)。制定各崗位工作標(biāo)準(zhǔn)及流程，不斷完善存在漏洞的地方，確保用正確的工作方法來(lái)指導(dǎo)員工提供服務(wù)，讓所有工作處于受控狀態(tài)。物資物料的管理。基礎(chǔ)設(shè)施的管理。我們的優(yōu)質(zhì)服務(wù)，符合標(biāo)準(zhǔn)要求和規(guī)范，得到了各級(jí)領(lǐng)導(dǎo)的充分肯定。今年上半年，房務(wù)部一項(xiàng)重要工作，是院士會(huì)的接待工作。從經(jīng)理到助理，從主管到領(lǐng)班，層層檢查，不放過(guò)一個(gè)衛(wèi)生死角，不遺漏一個(gè)邊角區(qū)域，確保各項(xiàng)衛(wèi)生指標(biāo)達(dá)到五星級(jí)要求標(biāo)準(zhǔn)。保潔人員5xxxx，其崗位分布在大廈的大部分區(qū)域，尤其是公共區(qū)域，環(huán)境衛(wèi)生的好壞最直觀地反映大廈作為四星級(jí)酒店的整體風(fēng)貌，因此，保潔工作是房務(wù)部另一工作重點(diǎn)。嚴(yán)格按制度處理遺留物品，贏得客人好評(píng)。我部門保潔人員高質(zhì)量地完成了整個(gè)大廈的日常保潔工作，對(duì)大廈地面進(jìn)行了不定期的整體保養(yǎng)，并對(duì)寫字間進(jìn)行開(kāi)荒作業(yè)及日常保潔。門市價(jià)一般就是掛牌價(jià)前臺(tái)現(xiàn)付價(jià)是你到前臺(tái)直接開(kāi)方的價(jià)格門市價(jià)通常比較固定，當(dāng)然也會(huì)隨季節(jié)波動(dòng)，網(wǎng)上訂的基本就是這個(gè)價(jià)格 前臺(tái)價(jià)就不好說(shuō)了，往往會(huì)低于門市價(jià)，只是你拿不到 你能拿到的前臺(tái)價(jià)比網(wǎng)上的預(yù)定價(jià)一定要高 除非你認(rèn)識(shí)前臺(tái)的人或者由公司協(xié)議價(jià) 否則建議你還是通過(guò)網(wǎng)站預(yù)定比較便宜預(yù)定的酒店可以退，但是有時(shí)間限制，具體情況參看預(yù)定的網(wǎng)站預(yù)留房保留房是指經(jīng)過(guò)確認(rèn)預(yù)訂的客房；預(yù)留房是指為中介公司的推銷預(yù)留的房間；鐘點(diǎn)房是指按小時(shí)計(jì)算的房態(tài)，也就是休閑房，如69元3小時(shí)，延長(zhǎng)1個(gè)小時(shí)加收10元等等，各個(gè)酒店的鐘點(diǎn)房計(jì)時(shí)計(jì)價(jià)也大不相同 倒掛倒掛：指在相同時(shí)間段，酒店方給OTA的同一房型的網(wǎng)絡(luò)平臺(tái)售價(jià)（包括服務(wù)費(fèi)、早餐、禮品等條件）高于酒店方前臺(tái)執(zhí)行價(jià)格，該執(zhí)行價(jià)格包括但不限于酒店前臺(tái)優(yōu)惠價(jià)格、酒店網(wǎng)站價(jià)格、任