1、http:/ 中管网通用业频道中管网通用业频道Front Office1http:/ 中管网通用业频道中管网通用业频道欢迎和问候语欢迎和问候语Good morning(afternoon,evening),sir(madam)How do you do?How do you do?Glad/Nice to meet you.How are you?Fine,thanks.And you?Welcome to our hotel.Wish you a most pleasant stay in our hotel.I hope you will enjoy your stay with us.I
2、 hope you are enjoying your stay with us.I hope you have enjoyed your stay with us.Have a good time!2http:/ 中管网通用业频道中管网通用业频道电话用语电话用语 Front Desk.Can I help you?Sorry,Ive dialed the wrong number.May I speak to your General Manager?-Speaking.Sorry.He is not in at the moment.Would you like to leave a me
3、ssage?I beg your pardon?/Pardon?3http:/ 中管网通用业频道中管网通用业频道 祝贺语：祝贺语：Congratulations!Merry Christmas!Have a nice holiday!Wish you every success!答谢和应答语答谢和应答语：Thank you for your help(advice,information)Its very kind of you.You are welcome.Not at all.Dont mention it.Its my pleasure.With pleasure.My pleasur
4、e.I am always at your service.Thank you for staying in our hotel.4http:/ 中管网通用业频道中管网通用业频道道歉语道歉语I am sorry.Excuse me.Im sorry.Its my fault.Sorry to have kept you waiting.Sorry to interrupt you.Im sorry about this.I apologize for this.Thats all right.Lets forget it.5http:/ 中管网通用业频道中管网通用业频道 征询语征询语：Can
5、I help you?What can I do for you?Is there anything I can do for you?Just a moment,please.May I use your phone?指路用语指路用语：Its opposite our hotel.Its on the second(third)floor.Excuse me.Where is the washroom(restroom,elevator)?This way,please!Turn left/right.Its in the lobby near the main entrance.Its a
6、t the end of the corridor.6http:/ 中管网通用业频道中管网通用业频道 提醒用语提醒用语：Mind/Watch your step.Please be careful.Please dont leave anything behind.Dont worry.Take it easy.Please dont smoke here.告别语告别语:See you later.Good night.See you tomorrow.Goodbye and thank you for coming.Goodbye and hope to see you again.Have
7、 a nice trip.Have a nice trip home.7http:/ 中管网通用业频道中管网通用业频道前台术语前台术语前台术语前台术语AE American Express 美国运通卡JCBJapan Credit Bureau 日本JCB大来卡DCDinners Card 日本大来卡MCMaster Card 万事达卡VS(VISA)Visa International Service Association 维萨卡CCBChina Construction Bank 中国建设银行ICBCIndustrial&Commercial Bank Of China 中国工商银行BO
8、CBank Of China 中国银行BOCBank Of Communications 交通银行CITICChina Citic Bank中信银行ABCAgriculture Bank Of China 中国农业银行银行方面：银行方面：8http:/ 中管网通用业频道中管网通用业频道酒店部门简写：酒店部门简写：FO(Front Office)前厅部 HSKP（Housekeeping）客房部 S&M(sale and Marketing)销售部 SEC(Security)保安部F&B(Food&Beverage)餐饮部 HR(Human Resource)人力资源部FD(Financial
9、Department)财务部 EDP(Electric Data Processing)电脑部ENG（Engineer）工程部 PR(Public Relations)公关部9http:/ 中管网通用业频道中管网通用业频道 前台常用简写：前台常用简写：ID(Identification)身份证 Late C/O（Check Out）延迟退房 RC（Registration Card）入住登记表 SDB(Safe Deposit Box)前台保险箱F(Female)女性 M(Male)男性 CHRG(Charge)收费Instant C/I(Check In)(快速)登记入住 Instant C
10、/O(Check Out)（快速）退房 IDD(International Direct Dial)国际长途电话 DDD(Domestic Direct Dial)国内长途电话 MOD(Manger On Duty)值班经理N/A(No Answer)无应答TBA(To Be Advised)等待通知 10http:/ 中管网通用业频道中管网通用业频道VIP(Very Important Person)重要客人 CIP（Company Important Person）公司重要客人P/F(Pay For)为.付费 P/B(Pay By)由.付费RSVN(Reservation)预定 AR(Ac
11、count Receivable)应收帐CONF(Confidential)保密 GSTS(Guest Satisfaction Tracking System)客人满意CXL(Cancellation)预订取消 N/S(No Show)预订未到CO(Company)公司 T/A(Travel Agent)旅行社 GRP(Group)团队 PA(Public Area)公共区域 GTD(Guaranteed)担保 W/I(Walk In)无预定散客11http:/ 中管网通用业频道中管网通用业频道FIT(Frequently Individual Traveler)散客T/C(Traveler
12、s Cheque/Check)旅行支票W/C(Wake Up Call)M/C(Morning Call)叫醒服务 PKG(package)包价 N/B(No Baggage)无行李S/O(Sleep Out)外睡 L/B(Little Baggage)少量行李 HSE(House Used)酒店自用房DU(Day Used)小时房CNF(Confirmation)确认12http:/ 中管网通用业频道中管网通用业频道COMP（Complementary）免费ARR(Average Room Rate)平均房价 PMS 酒店电脑系统PSB(Public Security Bureau)公安局系
13、统 VC(Vacant Clear)干净空房 VD(vacant Dirty)脏房空房OC(Occupied Clear)占用干净房 OD(Occupied)占用脏房VO(Vacant Occupied)电脑显示空房,实际房间由人住OV(Occupied Vacant)电脑显示住人房，实际为空房OOS (Out Of Service)维修房（房间改造，大修）OOO (Out Of Order)维护房（小部分维修）13http:/ 中管网通用业频道中管网通用业频道 前台常用术语：前台常用术语：Due Out 预退 Refund 退还Paid Out 退客现金 Occupied 入住，被占用 La
14、te Check Out 延迟退房 Late Charge 延迟结帐House Phone 酒店内部电话 In-House Guest 在住客 Overbooking 超预定 Block 预留 Extra Bed 加床 King Size 大床 DND(Do Not Disturb)请勿打扰 Over-Stay 超过原定离店日期但未离店的客人Full House 满房 Rate Code 房价码 Market Code 市场码 Posting Code 入帐码 14http:/ 中管网通用业频道中管网通用业频道前厅分部前厅分部：Front office Manager前厅部经理 AM(Assi
15、stant Manager)大堂副理 Doorman 门厅应接员 Receptionist 接待员Reservationist 订房员 Bellman 行李员Front Office Cashier结帐员Front Office Information Clerk前厅问讯员BC(Business Center)商务中心 GSC(Guest Service Center)总机15http:/ 中管网通用业频道中管网通用业频道 FeaturesDouble room 大床房 Single room 单人间Twin room 双人房 Suite 套间 deluxe suite 豪华套房 presid
16、ential suiteSM(Smoking 吸烟房)NS(Non-smoking无烟房)HC(Handicapped Room残疾人房)CR(Connecting Room连通房)NC(Non-connecting Room不连通房)IF(Inward Facing内景房)OF(Outward Facing外景房)RV(River View河景房)CV(City View可以看到城市)NV(North View房间朝北)SV(South View房间朝南)16http:/ 中管网通用业频道中管网通用业频道NE(Near Elevator离电梯较近)FE(Far away from Elevator离电梯较远)NS(Near Stair离楼道较近)BW(Big washing Room洗手间较大)FE(far away from Elevator离电梯较远)BW(Big washing Room洗手间较大)SS(Small size Suites小面积普通套房)BS(Big size Suites大面积普通套房)SB(Small size Business Suites小面积商务套房)
