Glossary –Hotel Language专业词汇表-酒店语言Hotel Department 酒店部门:Hotel Positions 酒店职位：◆A/C： Air Conditioning 空调◆Account 客户A company or individual which often consume in the hotel and is recorded in the database. 经常在酒店消费并已经记录在酒店客户档案中的公司或个人。
◆Allocation 房间分配Room blocked / held for specific customer 房间预留给特定的客户◆AmenityAn item or gift for the guest with compliments from the Hotel. Liquor, fruit basket, etc. 免费提供给客人的用品或礼物，如饮料或水果篮等。
◆ASAP： As soon as possible尽快◆Average Rate / Check:平均房价/人均消费Ratio between the accommodation / restaurant turnover and the number of rooms / covers. The amount of the averagerate /check depends on guest segmentation.( e.g. the corporate guest pays a higher price than the group guests)住房或用餐收入与可用房间数或餐厅总座位数的比率。
平均房价/ 人均消费的高低取决于顾客类别（比如商务客人支付的价格就比团队客人要高）◆Back of the house = Supporting Department 酒店后台支持部门（后线部门）Parts of the hotel with which the guest does not normally come into contact with i.e. Personnel, Housekeeping,Engineering, Finance, etc.客人通常不直接接触的部门，如人事部，客房部，工程部和财务部等。
◆ B & B: Bed and Breakfast 住房与早餐◆Block 保留（房间）Room or rooms that are being hold for the guest on a certain date. 在固定日期为客人保留房间◆Brunch 早午餐A meal served after breakfast but before lunch and taking the place of both.在早餐时间之后和午餐时间之前的用餐，取代了早餐和午餐。
◆CCTV 保安监控系统◆Check in / Check out 登记入住 / 结帐退房All transactions completed for renting and vacating a room. 入住房间及离店退房时的所有手续◆Client Segment 客户分类Grouping of customers with similar purchasing or traveling attitudes (e.g. business individuals, leisure groups)具有相似消费或旅行目的的顾客群（比如商务散客，旅游团体等）◆Complimentary amenities 免费客用品E.g. shampoo, soap and shower gel etc.比如洗发液，香皂和浴液等。
◆Corporate Contract 商业合同Agreement under which a company has an agreed rate. 与公司客户签定的合同价格及条款◆Cost of sales 销售成本Cost of products consumed 消费产品的成品◆Credit Card 信用卡The card that a guest may use to charge for hotel services. I.e. American Express, Visa, Master etc.客人使用的用于支付酒店服务的银行卡，如美国运通卡，维萨卡和万事达卡等等。
◆Day use 白天用房Room used during the day time.只用于白天的客房◆Deposit 押金Sum of money paid on account to confirm a reservation.支付用于确认预订的一笔钱◆Discount 折扣Percentage taken off from rack room rate or menu price, e.g. corporate rate, travel agent rate，etc.在房间门市价或菜单公布价格基础上给予的优惠百分比，如公司协议价，旅行社价格等等。
◆ D.N.D 免打扰A special request by guest who does not wish to be disturbed. 客人提出的不希望被打扰的要求◆Double room 大床房Room with a double bed 带有一张大床（双人床）的房间◆Express Check-out 快速结帐Range of services enabling an accelerated check-out. 加快结帐速度的服务◆Extra bed 加床A portable single bed which can accommodate an additional guest. Also known as roll-away bed.提供给额外客人住宿的折叠床，也指带滑轮的床。
◆ETA / ETD： Expected to arrive / Expected to depart预计抵达时间 / 预计离开时间◆FIT：Frequent Individual Traveler 旅行散客◆Flip Chart 白纸板Easel supporting a note-pad large enough to be seen from a distance 用于放置白纸的支架◆Front of the house 酒店前台部门Those parts of the hotel facility which the guest comes in direct contact i.e. Front Office,Food and Beverage department.直接面对客人提供服务的部门，如前厅部，餐饮部等。
◆F/U：Follow up 跟进落实◆FYI：For Your Information 敬请告之◆G.D.S 全球分销系统Global Distribution System. Eletronic reservation system used by travel agencies and airline companies to reserveaeroplane tickets, rent vehicles or book hotel rooms.(e.g. Amadeus, Galileo, Sabre, Worldspam, etc…)电子预订系统，旅行社及航空公司用于预订机票，租用交通工具或预订酒店客房。
◆G.O.P：Gross Operating Profit 营业毛利润◆Guest history 客史记录Records showing details of guest’s previous visits to our hotel e.g. address, length of stay, credit cards used, room preference, smoking or no smoking, etc.显示客人以前入住酒店时所留下的信息记录，如地址，入住晚数，所使用的信用卡种类，喜欢的房间类型，抽烟还是不抽烟等等。
◆H.A.C.C.P.：Hazard Analysis and Critical Control Points 风险分析及关键控制得分◆House use rooms 内部用房Non-revenue producing guestrooms occupied either on a permanent or temporary basis长期或暂时的被占用的无收入的客房◆In-house guest 在店客人All guest that are registered with the hotel 所有在酒店登记在册的住客◆Layout 布置Different table and chair set up style like Theatre style, Classroom style,U-shaped and Boardroom, etc.房间桌椅的不同摆放形式：剧场式，教室式，U型台和董事会议室等。
◆Long stay 长住客All stay which is above 14 days will be entitled to the long stay rate or benefits.所有入住酒店超过14天以上的客人可以享受长住的优惠价格或措施。
◆Management Team 管理层It includes hotel GM, DGM, RM, Division Heads and Department Heads.包括酒店的总经理，副总经理，驻店经理，部门总监和经理。
◆Marker 白板笔Thick felt-tipped pen to be used on whiteboard or flip chart 用于在白板纸上写字的粗墨水笔。
◆MD： Managing Director 管理总监◆No show 应到未到Room for which the customer neither shows up nor cancels 已预订客房的客人未到酒店也未取消其预订。
◆Occupancy 出租率/ 开房率Ratio% of number of rented rooms let divided by number of room available. 已出租的客房数与客房总数之比。