【正文】 EPRESRNTATIVESee 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?！保骸跋壬?小姐，您看嬰兒床放在哪里合適？”，應(yīng)致歉：‘您好！先生/小姐，我們正在為您打掃房間，現(xiàn)在可以繼續(xù)清理嗎？”為客人做好房間后，應(yīng)講：“如有什么需要，請(qǐng)撥打電話****與我們聯(lián)系。”，應(yīng)提醒客人:“對(duì)不起，先生/小姐，公用衛(wèi)生間設(shè)在綜合樓。”，把客人的留言/傳真遞給客人，并講“你好，**先生/小姐，這是您的留言/傳真?！保瑧?yīng)對(duì)客人講：“對(duì)不起，都是我們的失誤，我們馬上聯(lián)系給您維修。”。”，應(yīng)對(duì)客人講：“您好，我?guī)湍痉兑幌掳?！”，而客人不在自己的樓座時(shí)，應(yīng)對(duì)客人講：“我?guī)湍c前臺(tái)聯(lián)系查詢。”，應(yīng)講“請(qǐng)您確認(rèn)一下您房間用過的酒水”，應(yīng)打電話給客人“您好！先生/小姐，我是客房服務(wù)員，您定的餐可以給您送到房間嗎？”，應(yīng)講“您好！先生/小姐，這是您要的***”，應(yīng)講“ 您好！先生/小姐，請(qǐng)問我可以進(jìn)來給您送歡迎茶嗎？”，客人同意后，將香巾放在茶幾上，伸手指示“請(qǐng)用香巾”，將茶水放在香巾一側(cè)，講“請(qǐng)用茶”，上茶完畢后，講“請(qǐng)慢用，如果您還有什么需要，請(qǐng)撥打電話****與我們聯(lián)系，祝您居住愉快！再見！”，應(yīng)禮貌的講“您好！**先生/小姐，這是您的留言單”，將留言單房放在寫字臺(tái)上后，后退一步講“如果您還有什么需要的話，請(qǐng)撥打電話****與我們聯(lián)系”，給客人開夜床時(shí)，應(yīng)講“您好！**先生/小姐，現(xiàn)在可以給您開夜床嗎？”，進(jìn)入客人房間后，對(duì)客人講“您好！**先生/小姐，您要洗衣服是嗎？”，應(yīng)講“對(duì)不起，先生/小姐，我們馬上給您打掃?！保约航鉀Q不了的，應(yīng)對(duì)客人講“對(duì)不起，請(qǐng)稍等，我馬上給您請(qǐng)示”，未插房卡，不知客人在家，按門鈴后，客人開門，服務(wù)員應(yīng)講“您好，請(qǐng)問可以給您打掃房間嗎？”，應(yīng)對(duì)訪客講“請(qǐng)問您找哪個(gè)房間的客人”，再問“請(qǐng)問**房間客人怎么稱呼？”，若訪客說的對(duì)，應(yīng)講“請(qǐng)稍等，我?guī)湍?lián)系”，另一部電話響了，應(yīng)講“請(qǐng)稍等”，接起另一部電話，當(dāng)回到另一部電話時(shí)，應(yīng)對(duì)客人表示歉意“對(duì)不起，先生/小姐，讓您久等了”?！保骸壬?小姐，**部門送您的**現(xiàn)在方便給您送到房間去嗎?”，應(yīng)向客人道歉：‘對(duì)不起，先生/小姐，您要的東西我們正在幫您聯(lián)系，聯(lián)系到后馬上給您送到房間。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、任何渠道的互聯(lián)網(wǎng)銷售價(jià)格和會(huì)員促銷價(jià)等，但非同行業(yè)公司協(xié)議客戶價(jià)格除外。如果能提前在網(wǎng)上貨比三家之后，進(jìn)行預(yù)訂，還是能省下不少銀子的。bank, theater, church, and store locations。M)市場(chǎng)營(yíng)銷部 sanitary bag 衛(wèi)生袋scheduled time 計(jì)劃時(shí)間 scotch tape dispenser 膠帶座 scotch tape 透明膠帶 scissors剪子 screen 屏幕Security Department保安部senior suite 豪華套房（三間套）service charge()服務(wù)費(fèi)（參：附加費(fèi)）service counter 服務(wù)臺(tái)Service Directory 客人服務(wù)指南 settee 長(zhǎng)靠椅 sewing kit 針線包 shampoo 洗發(fā)水share( one room)共享（例：同住一間房）sharpener 削鉛筆刀（器）shirt 男式襯衫 shoe horn 鞋拔 sheer curtain 沙簾shoe shine cloth( shiner,