餐饮部专业术语

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1、餐饮部专业术语部门Department:前厅部提交人Prepared by :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date:批准Approved by:总经理分送Distribution:各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训宗旨：饭店行业在日常运作中会使用大量的专业术语/缩略语，专业术语的使用能够提高日常工作的效率，更加清楚的表达意思，最终达到提高对客服务的目的。内容：Accommodati on住宿Adjoi ning Room连通房Adva nee Deposit押金Actual Arrival实际到店Act

2、ual Departure实际离店Ame nities礼节Arrival list到店名单Availsble Room房间充足Average Room Rate平均房价America n Breakfast美式早餐Back to Back背靠背Back Up Report备份报告B.C ( Bus in ess cen ter)商务中心Block锁定Black list黑名单BucketBill ing In structio n账单说明Can cellatio n取消Cash Paid Out现金支出部门Department:房务部提交人Prepared by :前厅经理制度编号 Polic

3、y No.: F/O P&P生效日期 Effective Date:批准Approved by:总经理分送Distribution:各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训Check-i n入住Check-out结账Check-out Time结账City Ledger挂账Commercial Rate/Contract Rate/Corporate Rate/商业价 / 合同价 / 公司价Commissi on委托Complime ntary Room免费房Connecting Room连同房Continen tal Breakfast大陆式早餐Con firma

4、tio n确认Con ti ngency Report意外事故报告Credit Card信用卡Conven ti on协议Crib婴儿床Cut-Off-Date截止日期Day Use日用房Double Occupa ncy双重占房Down grade降级Due Out预离Dead Move硬性换房Departure List离店名单Direct Bill简明账单D.N.D(Do Not Disturb)免打扰部门Department:房务部提交人Prepared by :前厅经理制度编号生效日期Policy No.: F/O P&PEffective Date:批准Approved by:总经

5、理分送Distribution:各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训Double Lock双重锁定Double Bed双床Early Arrival提前到达En d-Of-Day结束日期E.A(Expected Arrival)预计到店E.D(Expected Departure)预计离店E.T.A(Estimated Time of Arrival)预计到店时间E.T.D(Estimated Time of Departure)预计离店时间Exte nsion Of Stay延住Extra Bed加床FAM Trip/Group预计到达团队Forecast预报

6、Full House满房Guara nteed Reservati on有担保的预订Guara nteed No-Show有担保的客人未到Guest Folio客人资料Guest History客人历史High TeaHollywood Twin好莱坞双床House Use TwinHousekeep ing客房部Incen tives(Group/Guest/Trip)I .T(I ndividual Traveler)单独旅行者部门Department:房务部提交人Prepared by :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date:批准

7、Approved by:总经理日期Date:分送Distribution:各部门制度名称Policy:饭店专业术语及日常用语培训Joi nerKin g/Queen Size大床Late ArrivalLate ChargeLate Check OutLog-Book记事本Light Baggage轻行李Lost & Fou nd失物招领处Long Stay ing长期住宿Mini-Bar小酒吧Multiple Folio详细账单Net Rate净价No-Show预疋未到部门Department:房务部提交人 Prepared by :前厅经理制度编号 Policy No.: F/O P&P生

8、效日期 Effective Date :批准Approved by :总经理分送Distribution :各部门日期Date:制度名称Policy :饭店专业术语及日常用语培训第一章：饭店组织现今的酒店在豪华、舒适、服务、设备与功能等方面都超过早期酒店所能提供的。因此熟悉酒店组织，了解人员分工，就显得尤为重要。1 1Hotel orga ni zati on饭店组织Rooms Divisio nF&B DEPTFront office房务部餐饮部前厅部Recepti onKitchenFinance前台厨房财务部Reservati onBarAccouti ng预订部酒吧会计Operator

9、Room serviceSales$Marketi ng总机客房服务市场营销部Bell servicePurchas ingDuty man ager门房服务采购部值班经理SecurityHousekeep ingEngin eeri ng保安客房部工程部部门Department:房务部提交人 Prepared by :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date :批准Approved by :总经理分送Distribution :各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训1 2 Hotel staff饭店人员Roo

10、ms Division房务部Front office前厅部GM (ge neral man ager)总经理Man ager经理Reservatio ns Clerk订房人员Assista nt General Ma nager协理Operator总机，接线生Secretary秘书Recepti on前台Assista nt man ager副理Supervisor组长Receptio nist大厅柜台的接待员 Cashier出纳员Reservatio ns 订房Supervisor组长Reservatio ns clerk订房员Operator总机接待员Shift leader领班Opera

11、tor(day/ni ght shift)总机（日/夜班）Bell Service/c on cierge门房服务Capta in( bell capta in)领班Bellboy(bellhop)门厅侍者Bellma n门房人员Trainee练习生Valet侍者Busin essC en ter商务中心Secretary秘书In terpreter/tra nslator口议员/翻译员Duty ma nager值班经理部门Department:房务部提交人 Prepared by :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date:批准Appro

12、ved by :总经理日期Date:分送Distribution:各部门制度名称Policy:饭店专业术语及日常用语培训Housekeep ing房务管理Man ager经理Room maid房间清理员（女）Supervisor主任Shift leader领班Laundry worker洗衣工clea ning staff清洁工Recreati on and Relaxati on休闲娱乐man ager 经理assista nt man ager副理maintenance tech ni cia n维修工程师lifeguard(游泳池）救生员barber 理发师masseuse/masseu

13、r按摩师（女/男）disk jockey(DJ)迪斯科舞场唱片音效师hairdresser/hair desig ner/hairstylist美发event coord inator盛会/节目联络员F&B ( Food and beverage） 餐饮部Restaura nt 餐厅man ager 经理host/hostess男/女接待员assista nt man ager副理cashier出纳/收银员busboy 打杂小弟waiter/waitress男/女服务生head waiter /head waitress男/女领班bar 酒吧barte nd 调酒师musicia n乐师wai

14、ter/waitress男/女服务生room service客房服务day shift staff白班职员ni ght shift staff晚班职员部门Department:房务部提交人 Prepared by :前厅经理制度编号生效日期Policy No.Effective Date:F/O P&P批准Approved by :总经理分送 Distribution:各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训Kitchen厨房chef主厨/大厨cook一般小厨师assista nt chef二厨kitche n assista nt厨房助理师dish-washer洗

15、碗工Admi nistratio n(Back office)行政部Pers onnel and Training人事与训练director主任/处长clerk办事员supervisor组长assista nt助理员Finance and Acco un ti ng财务与会计man ager经理assista nt man ager副理director主任supervisor组长chief acco untant主任会计师acco untant会计师cashier出纳员clerk办事员Sales and Market ing销售与行销director/deputy director主任/副主任

16、supervisor组长sale represe ntative业务代表marketi ng specialist行销专员Purchasi ng采购director主任supervisor组长clerk办事员assista nt助理员Security保全director/deputy director主任/副主任supervisor组长security guard警卫员shief leader领班部门Department:房务部提交人 Prepared by :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date:批准Approved by :总经理日

17、期Date:分送Distribution:各部门制度名称Policy:饭店专业术语及日常用语培训Engin eeri ng工程director主任supervisor组长shief leader领班tech nician技师repairman 修理工mecha nic机电修理师plumber 水电工Public relati ons公关director/deputy director主任 / 畐 U主任P.R.specialist公关专员secretary秘书spokespers on发言人assista nt助理员部门 Department:提交人 Prepared by房务部:前厅经理制度

18、编号生效日期Policy No.Effective D:F/O P&Pate:批准 Approved by:总经理分送 Distribution:各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训1-3 Useful vocabulary其他词语Types of hotels旅馆的种类motel汽车旅馆bus in ess hotel商务旅馆airport hotel (机场内附设之）过境旅馆tourist hotel观光旅馆luxury hotel (五星级）豪华旅馆resort hotel休闲度假旅馆boutique hotel (小规模经营的）精致旅馆Types of

19、rooms房间的种类1. sin ge(room)单人房A room for onepers on with one sin gle bed给一张单人床的房间2. twi n( room)两人房A room for two people with two sin gle beds两张单人床的房间3. double(room)双人房A room with onearge bed for two people给一张双人床的房间4. suite套房5. Conference room会议室A room used formeet ings用来开会的房间6. banq uet room/ballroom

20、宴会厅A large roomused for meet ings or socialevents用来开会或社会活动的房间Hotel facilities饭店设施Guest room客房restaura nt餐厅Bar酒吧coffee shop咖啡厅部门Department:房务部提交人 Prepared by :前厅经理批准Approved by :总经理日期Date:制度编号 Policy No.: F/O P&P生效日期 Effective Date :分送Distribution :各部门制度名称Policy:饭店专业术语及日常用语培训dance club迪斯科舞厅shopp ing

21、arcadeflower shop花店exercise roomswimmi ng pool 游泳池lobbybus in ess cen ter商务中心barber shopbeauty sal on美容院/发廊spasauna 三温暖bell deskbanq uet room/ball room宴会厅 con cierge购物区健身房大厅理发部温泉水疗室行李服务台门房服务Gen eral terms其它特定说法外币兑换代客泊车洗衣服务旅行支票Safety-deposit box保险盒cure ncy excha ngevaluables贵重物品Valet parki ngtax 税Lau

22、ndry servicecredit card信用卡Travelers checkExercise 练习1. Room types房间类型请为下列各类房间找到最适合的房间内部陈述(a.) A room with one large bed for bed for two people .(b.) A room used for meeti ngs(c.) A room for one pers on(d.) A large room used for meeti ng or social even ts.(e.) A luxury guest room with a livi ng room

23、and abedroom (f.) A room for two people with two single beds.制度名称Policy:饭店专业术语及日常用语培训1. sin gle room部门Department:房务部提交人 Prepared by :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date :批准Approved by :总经理分送Distribution :各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训2. twin room3. double room4. suite5. conference ro

24、om6. banq uet roomANSWER KEY1. C2.F3.A4.E5.B6.D2. Hotel Workers饭店工作人员请选择正确的工作人员填写入空格内operatorroom maidman agerroom servicecashierbell capta invalet1. You can park the car or have thedo it.2. Thewill clea n your room befo0re 2 p.m.3. Theasked me if I wan ted my bags sent up to my room.4. If you have

25、a problem that no one can help you with, you seethe hotel.5. If you have a problem making a long distance call, thewillbe happy to assist you .6. If you dont feel like going out eat, just call.7. If the bank is closed , the hotelmay be able to helpyou excha nge mon ey.部门Department:房务部提交人 Prepared by

26、 :前厅经理制度编号 Policy No.: F/O P&P生效日期 Effective Date :批准Approved by :总经理分送Distribution :各部门日期Date:制度名称Policy:饭店专业术语及日常用语培训ANSWER KEY:1. You can park the car yourself or have the valet do it.您可以自行停车或叫服务生帮您停。2. The room maid will clea n your room before 2 p.m.房间清理员会在两点之前清理您的房间。3. The bell capta in asked

27、me if I wan ted my bags sent up to myroom .领班问我是否我想要让人把我的行李送上来。4. If you have a problem that no one can help you with， yousee the hotel man ager.如果有没人可帮您解决的问题，您可以找饭店经理。5. If you have a problem making a long dista nee pho ne call, theoperator will be happy to assist you.如果您打长途电话遇到问题，总机人员会乐意帮助您。6. If you dont feel like going out to eat, just call roomService如果您不想外出吃饭，就打电话找客房服务。7. If the bank is closed , the hotel cashier may be able to helpyou excha nge mon ey.如果银行关门了，饭店的出纳员可能可以帮你换钱。