【正文】 following A room status term indicating that a guest is currently registered to the – CHANGE A room status term indicating that the guest has departed, but the room has not yet been cleaned and readied for The status of a date for which a reservation system can still accept CHART A schematic representation of the relationships among positions within an organization, showing where each position fits into the overall organization an illustrating the divisions of responsibility and lines of A term used to describe the state when the totals of debit amounts and credit amounts for a set of accounts are not – OF – ORDER A room status term indicating that the room cannot be assigned to a room may be out – of – order for maintenance, refurbishing , extensive cleaning , or other BALANCE The amount the guest owes the hotel – or the amount the hotel owes the guest, in the event of a credit balance at An imbalance that occurs when the total of cash and checks in a cash register drawer in greader than the initial bank plus net cash Accepting more reservations than there are available ACCOUNT A city ledger account that is unpaid beyond the current billing period, usually between 30 and 90 FACILITY A property selected to receive central system reservation requests after room availabilities in the system’s participating properties within a geographic region have been A guest who stays after his or her stated departure PLAN RATEA special room rate for a room as part of a bination of events or – IN – ADVANCE(PIA)GUEST A guest who pays his or her room charges in cash during guests are often denied in – house –OUT Cash disbursed by the hotel on behalf of a guest and charged to the guest’s account as a cash ACCOUNTING SOFTWARE A back office puter application that processes such data as time and attendance records, pay distribution, and tax STANDARD A required level of performance that establishes the acceptable quality of (PAID – IN – ADVANCE)LIST A guest who pays his or her room changes in cash during guests are often denied in –house – UP ERROR An error in manual and semiautomated systems that occurs when the user enters an incorrect previous balance or transactions value in the process of OF SALE The location at which goods or service are hotel department that collects revenues for its goods or services is considered a revenue center and thus a point of – OF – SALE(POS)SYSTEM A puter network that allows electronic cash registers at the hotel’s points of sale to municate directly with a front office guest accounting The process of recording transactions on a guest AVERAGE RATE A collective statistic that effectively bines the potential average single and double rates, multiple occupancy percentage, and rate spread to produce the average rate that would be achieved if all rooms were sold at their full rack A process by which sections of a registration card or its equivalent are pleted for guests arriving with and rate assignment, creation of a guest folio, and other functions may also be part of preregistration GUARANTEE A type of reservation guarantee that requires a payment in full made before the day of BRANCH EXCHANGE(PBX)A hotel’s telephone switchboard DIRECT A method of municating reservation requests directly to a hotel, by telephone, mail, property – to – property link, telex, cable, or another MANAGEMENT SYSTEMA puter software package that supports a variety of applications related to front office and back office also Front Office Applications.第四篇：酒店專用術(shù)語酒店專用術(shù)語 門市價大部分酒店的門市價，都要比網(wǎng)上訂房價貴出30%左右，因此對于要省錢的自助游來說，門市價訂房是不可取的。如果能提前在網(wǎng)上貨比三家之后，進行預(yù)訂，還是能省下不少銀子的。門市價舉例編輯酒店的門市價一般都會比實際預(yù)定價高很多，特別是桂林的星級酒店。例如：桂林奇勝商務(wù)酒店的標間和大床，門戶價為RMB460,而目前網(wǎng)絡(luò)預(yù)定價為RMB120。桂林陽光大酒店的普通標準房，門市價為RMB1280，目前網(wǎng)絡(luò)價為RMB300，可見酒店的門市價跟網(wǎng)上預(yù)定價相差很大。門市價一般就是掛牌價前臺現(xiàn)付價是你到前臺直接開方的價格門市價通常比較固定，當然也會隨季節(jié)波動，網(wǎng)上訂的基本就是這個價格 前臺價就不好說了，往往會低于門市價，只是你拿不到 你能拿到的前臺價比網(wǎng)上的預(yù)定價一定要高 除非你認識前臺的人或者由公司協(xié)議價 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；鐘點房是指按小時計算的房態(tài)，也就是休閑房，如69元3小時，延長1個小時加收10元等等，各個酒店的鐘點房計時計價也大不相同 倒掛倒掛：指在相同時間段，酒店方給OTA的同一房型的網(wǎng)絡(luò)平臺售價（包括服務(wù)費、早餐、禮品等條件）高于酒店方前臺執(zhí)行價格，該執(zhí)行價格包括但不限于酒店前臺優(yōu)惠價格、酒店網(wǎng)站價格、任何渠道的互聯(lián)網(wǎng)銷售價格和會員促銷價等，但非同行業(yè)公司協(xié)議客戶價格除外。望采納！第五篇：酒店培訓(xùn)房務(wù)部服務(wù)用語房務(wù)部服務(wù)用語“請出示一下您的房卡和歡迎卡好嗎？？”，如客人在房間，應(yīng)電話通知住店客人“先生/小姐，您好！大廳內(nèi)有**先生/小姐來訪，您方便會客嗎？”如客人同意，應(yīng)詢問“需要為您上訪客茶嗎？”如客人不在應(yīng)講：“對不起，**不在，有什么事我可以轉(zhuǎn)達的嗎？”，若客人不見，應(yīng)對訪客講“對不起，**先生/小姐現(xiàn)在不方便會客”，上茶時應(yīng)講：“先生/小姐，請用茶”、派送客衣時應(yīng)事先電話詢問客人：“先生/小姐，您好，您的衣服已洗好了，可以給您送到房間嗎？”，應(yīng)講：“您好！先生/小姐，給您上歡迎茶和免費水果?！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，請撥打電話****與我們聯(lián)系。”，應(yīng)提醒客人：‘先生/小姐，前臺有您寄存的物品。”：‘先生/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。”，出于對住客負責(zé)應(yīng)講：“對不起，您說的客人不住在我們酒店?！?，應(yīng)提醒客人:“對不起，先生/小姐，公用衛(wèi)生間設(shè)在綜合樓。”，可建議客人：“對不起，先生/小姐，公用電話在綜合樓”，應(yīng)先征求客人的意見“對不起，先生/小姐，我可以用一下您的電話嗎？”，應(yīng)講“對不起，先生/小姐，請稍等，我給您問一下，稍后給您答復(fù)”，客人不在，未給客人清理房間，在客人回來后，應(yīng)對客人講“對不起，先生/小姐，您的房間一直顯示dnd，我們沒給您打掃房間，您看什么時間給您打掃？”，客人在家，在14：00后打電話詢問客人“**先生/小姐，您好！打擾了，我是客房服務(wù)員，請問您需要什么時間打掃房間。”，自己解決不了的，應(yīng)對客人講“對不起，請稍等，我馬上給您請示”，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，請問可以給您打掃房間嗎？”，應(yīng)對訪客講“請問您找哪個房間的客人”，再問“請問**房間客人怎么稱呼？”，若訪客說的對，應(yīng)講“請稍等，我?guī)湍?lián)系”，另一部電話響了，應(yīng)講“請稍等”，接起另一部電話，當回到另一部電話時，應(yīng)對客人表示歉意“對不起，先生/小姐，讓您久等了”。，應(yīng)對客人講“請稍等，我馬上給您聯(lián)系”，應(yīng)打電話給客人，并講“您好，**先生/小姐，我是服務(wù)員，你的房門沒有關(guān)，為了您的安全，請把房門關(guān)上。”，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。”，應(yīng)講“對不起，請您到前臺辦理寄存手續(xù)?！?，應(yīng)講“請您確認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，請問我可以進來給您送歡迎茶嗎？”，客人同意后，將香巾放在茶幾上，伸手指示“請用香巾”，將茶水放在香巾一側(cè)，講“請用茶”，上茶完畢后，講“請慢用，如果您還有什么需要，請撥打電話****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上后，后退一步講“如果您還有什么需要的話，請撥打電話****與我們聯(lián)系”，給客人開夜床時，應(yīng)講“您好！**先生/小姐，現(xiàn)在可以給您開夜床嗎？”，進入客人房間后，對客人講“您好！**先生/小姐，您要洗衣服是嗎？”，應(yīng)講“對不起，先生/小姐，我們馬上給您打掃?！?，應(yīng)對客人講：“對不起，都是我們工作失誤，馬上給您更換?！?，應(yīng)對客人講：“對不起，都是我們的失誤，我們馬上聯(lián)系給您維修?！?，而又嫌貴時，應(yīng)對客人講：“對不起，這是酒店規(guī)定的價格?！?，應(yīng)對客人講：“您好，我?guī)湍痉兑幌掳?！”，而客人不在自己的樓座時，應(yīng)對客人講：“我?guī)湍c前臺聯(lián)系查詢?！?，應(yīng)對客人講：“您好，請稍等，我?guī)湍?lián)系前臺，給您調(diào)個高樓層?！?