酒店英语缩略术语General 一般GM General Manager总经理DGM Deputy General Manager副总经理DO Director of Operations 营运总监（相当于住店经理）RM Resident Manager驻店经理DBD Director of Business Department 发展总监（相当于销售总监）FC Finance Controller财务总监DHR Director of Human Resource人力资源总监HOD Manager of Department部门经理MOD Manager on Duty值班经理FOM Front Office Manager前厅部经理AFOM Acting Front Office Manager前厅部副经理GSC Guest Service Center (Manager) 大堂副理（希尔顿）（一般：Assistant Manager,Duty Manager）GSM Guest Service Manager客服经理GST Guest 客人RDM Rooms Division Manager客房经理DOR Director of Rooms 房务总监SALT Satisfactory And Loyalty Tracking 满意度和忠诚度调查（HILTON）GSTS Guest Satisfaction Tracking System 宾客意见调查系统（IHG）ESPS Employee Satisfaction Pulse Survey 员工满意度调查TQM Total Quality Management 全面质量管理SOP Standard Operating Procedures 标准经营程序QES Quality Evaluation System 质量评估系统Finance 财务POM* Propriety of MaintenanceIBFC*Income Before Fixed Cost，固定费用前收益，相当于以前的GOPEBITDA*希尔顿税前利润。

1.earings before interest, tax, depreciation and amortization 付息，纳税，贬值及折旧前收益 2. earnings before interest, taxes, depreciation and amortization 未计股息，税款，折旧和债务前的利润，税前利润，毛收益(额)（息税折旧摊销前利润）PBIT* Profit before interest, tax,息前，税前利润KPI's*Key Performance Index 关键任务指标COS*Cost of Sales 销售成本PTER* Payroll Tax Employee Relationship 与员工有关的薪酬税金POMEC* Propriety of Maintenance Energy CostAR* accounts receivable 应收账款GS&B* Group Service & Benefit 集团服务费及收益IBT* International Business Travel 客源结构:国际商务旅行LEI* Leisure 客源结构：休闲CONV* Convention 客源结构：会议CMTG* Corporate Meeting 客源结构：公司会议PERM*Permanent 客源结构：长住客NREV*Non-revenue 客源结构：无收入或系统优惠MPI*Marketing Penetration Index 市场渗透指数ARI*Average Rate Index 平均房价渗透指数RGI*Revenue Generation Index 客房收入渗透指数AG* A Gain 得到AL* A Lost 损失POP* Period over Period 同期比较YOY*Year over Year 年同比；与前一年同期比较IBP Integrated Business Plan综合经营计划GOP Gross Operating Profit 营业毛利Management Fee 管理费SALES 销售DOSM Director of Sales & Marketing 市场销售总监Flip Chart 会议翻纸板IATA International Air Transport Association 国际航空和运输业协会Consortia 旅行商联合体（美国：ABC Corporate Service, American Express; 欧洲：Carlson Wagonlit, Dertour ）TMC Travel Management Company 差旅管理公司（中国市场：CITS-Amex 国旅运通，CWT 中航嘉信，FCM, BCD等）Implant TMC 在其客户企业中的派驻式服务机构，通常为2-5人的小组。

Travel Policy 差旅政策（包括住房、餐饮、招待费、洗衣费等的规定）Per Diem 每日消费额度MICE Meeting, Incentive, Conference & Exhibition 会议、奖励旅游和展览PCO Professional Conference Organizer 专业会议组织者Fam Trip Familiarization Trip （买家）体验游Road Show 路演式展会RSO Regional Sales Office 集团区域销售KNR Key Negotiated Rate 重要公司协议价LNR Local Negotiated Rate "当地"公司协议价RFP Request for Proposal 合作协议申请FIT Fully Independent Traveler 散客RRP Request for Proposal 年度合约Consolidation 合并Solicited Hotel 初选酒店Solicited Hotel 初选酒店（Non-Solicited Hotel 落选酒店）USP Unique Sale Points 独特卖点Commission 佣金Override 奖励佣金LRA Last Room Availability 合约价房源保证ROH Run of House 房型使用范围（和LRA联合使用）Allotment 占房Cut-off Day 占房取消通知限期Blackout Date 不适用时段Market Segmentation 细分市场Business Mix 业务构成Market Share 市场份额Competitor Set 竞争对手集Revpar Revenue Per Available 每间可卖房收益（RevPAR= Total Room Rev房间总收入÷Total Available Room可卖房总数）MPI Market Penetration Index 出租率指数（市场渗透指数）（酒店平均出租率÷市场平均出租率）ARI Average Rate Index 平均房价指数（酒店平均房价÷市场平均房价）RGI Revenue Generated Index 收益指数（酒店每间可卖房收益Revpar÷市场Revpar）CTP Contribution to Trading Profit 营业利润贡献（IHG营业利润贡献=IHG管理费+IHG奖励管理费；IHG管理费=酒店总收入*合同约定的比率；IHG奖励管理费=酒店GOP*合同约定比率。

IHG 洲际酒店集团）PMS Property Management System 酒店管理系统CRS Central Reservation System 中央预订系统CRO Central Reservation Office 中央预订机构GRS Global Distribution System 全球分销系统Loyalty Program 客户忠诚计划FFP Frequent Flyer Program 常客户计划KPI Key Performance Index 主要业绩衡量指标Existing Key Account 重点客户Hitlist Account 重点争取客户Daily visit number of sales每日销售拜访数量Daily phone number of sales 每日电话销售数量Volume business leads 潜在业务ENT entertainment 宴请客户BEO banquet events office 宴会Materialization Ratio 每月成功率=（实际发生的业务数量÷获得的潜在业务数量）Newsletter 酒店宣传册Flyer 宣传单页DM Direct Marketing 直投营销EDM Electronic Direct Marketing 电子直投营销PDP plasma display panel 等离子显示器LCD liquid crystal display液晶显示屏LED light emitting diode发光二极管CARDEX 客户档案系统FRONT OFFICE 前厅NS No Smoking 不吸烟房SM Smoking 吸烟房KB Kingsize Bed 大床房KPKDET Executive Tower行政楼FV Front View 观景房HF High Floor 高楼层UG Upgrade 升级客房C/I Check In 入住C/O Check Out 离店LOS Length of Stay入住天数CCall Courtesy Call 礼节电话ASAP As soon as possible 尽快F/U Follow up 跟进FYI For Your Information 供参考YESMAGIC （酒店总机）the front office 前厅部register 登记、注册RoomReservation 客房预订处Book 预订Confirm 确认Counter 柜台Doubleroom 双人房Single room 单人间Twin room 标准间Deluxe suite 豪华套房Presidential suite 总统套房Room charge 房价Special rate 优惠价block room 预留房HOUSEKEEPING 客房部HSKP Housekeeping 客房部DND Do Not Disturb请勿打扰VD Vacant Dirty 空的脏房VC Vacant Clean 空的干净房F&B DEPARTMENT 餐饮部IRD In Room Dining 送餐部（一般：Room Service）SECURITY DEPARTMENT保卫部CCTV Closed Circuit Television闭路电视系统SEC Security 保卫部ENGINEERING DEPARTMENT工程部ENG Engineering 工程部AC Air Conditioner 空调OOO Out Of Order 维修房（n. 已坏）HILTON WORLDWIDEGDM Global Database Management 全球数据库管理SRP Special Rate Plan 特别房价计划LOS Length of Stay 住宿时间EDD Extraordinary Demand Dates 超长要求期GPM Guest Profile Manager 客人档案经理BGR Best Guests Arrivals Report 最佳客人到达报告。