第一篇：酒店房务部全套术语1(英文)（共）
Rooms Division Operations
GLOSSARY
ACCOUNT A form in which financial data are accumulated and summarized.ACCOUNT AGING A method for tracking past due accounts according to the date the charge originated.ACCOUNT ALLOWANCE Either a decrease in a folio balance as compensation for unsatisfactory service or as a rebate for a coupon discount;or a correction of a posing error detected after the close of business.ACCOUNT BALANCE A summary of an account in terms of its resulting monetary amount;specifically, the difference between the total debits and total credits to an account.ACCOUNT RECEIVABLE An amount owed to the hotel.ACCOUNT RECEIVABLE VOUCHER See Charge Voucher.ACCOUNTS RECEIVABLE LEDGER A grouping of accounts receivable , including the guest ledge and the city ledger.ACHIEVEMENT FACTOR The percentage of the rack rate that a hotel actually receives, found by dividing the actual average room rate by the potential average rate.Also called the rate potential percentage.ADJACENT ROOMS Rooms close to each other , such as across the hall.ADJOINING ROOMS Rooms with a common wall but no connecting door.ADVANCE DEPOSIT GUARANTEE A type of reservation guarantee that requires the guest to pay a specified amount of money to the hotel in advance of arrival.AFFILIATE RESERVATION NETWORK A hotel chain’s reservation systems in which all participating properties are contractually related.ALLOWANCE VOUCHER A voucher used to support an account allowance.AMERICAN PLAN(AP)A billing arrangement under which room charges include the guestroom and three meals.Also called full pension.See also Modified American Plan, European Plan
ARRIVIAL DATE The date a guest plans to register at the hotel.AUDIT WORK TIME The period from the end of day until the completion of the audit.AUDITING The process of verifying front office accounting records as to accuracy and completeness
AUTHORIZATION CODE A code generated by an on-line credit card verification service, indicating that the requested transaction has been approved.AVAILABILITY REPORT A report that contains expected arrival and departure information for the next several days, typically prepared as part of the night audit.AVERAGE DAILY RATE An occupancy ratio derived by dividing net rooms revenue by the number of rooms sold.AVERAGE ROOM RATE PER GUEST An occupancy ratio derived by dividing net rooms revenue by the number of guests.BACK OF THE HOUSE The functional areas of a hotel in which personnel have little or no direct guest contact, such as the engineering , accounting, and human resources divisions.BACK OFFICE APPLICATION MODULES Computer software designed for specific back office uses.Typical back office modules include accounts receivable, accounts payable, payroll accounting, and financial reporting.Rooms Division Operations
BANK See Cash Bank
BED AND BREAKFAST(B&B)A small lodging operation whose owner usually lives on the premises and serves a breakfast for guest.BLOCK An agreed-upon number of rooms set aside for members of a group planning to stay at a hotel.BOOK To sell or reserve rooms ahead of time.BOOKING LEAD TIME
A measurement of how far in advance booking are made
BRWAKEVEN ANALYSIS An analysis of the relationships among costs, revenue, and sales volume allowing one to determine the revenue required to cover all costs.Also called cost-volume profit analysis.CALL ACCOUNTING SYSTEM A device linked To The hotel Telephone system that accurately accounts for guest telephone calls by identifying each phone number dialed from guestroom telephones and tracking charges.CALL ACCOUNTNG SYSTEM
A reservation voided at the request of the guest
CANCCELLATION HOUR The hour after whish a property may release for sale all unclaimed non-guaranteed reservations, according to property policy.CANCELLATION NUMBER
A number issued to a guest properly canceling a reservation, proving that a cancellation request was received.CASH ADVANCE VOUCHER A voucher used to support cash flow out of the hotel, either directly to or on behalf of a guest.CASH BANK An amount of money given to a cashier at the start of each work-shift so that he or she can handle the various transactions that occur.The cashier is responsible for this cash
Bank and fir all cash, checks, and other negotiable items received during the work-shift.CASH VOUVHER
A voucher used to support a cash payment transaction at the front desk.CASINO HITEL
A hotel with gambling facilities
CENTRALLL RESERVATION SYSTEM
A network for communicating reservations in which each participating property is represented in a computer system database and is required to provide room Availability data to the central reservations on a timely basis.See also affiliate Reservation Network, Non-affiliate reservation Network, and Inter-sell Agency.CENTRALIZED ELECTRONIC LOCKING SYSTEM
An electronic locking system that operates through a master control at the front desk which is wired to every guestroom door
CHAIN HOTEL
A hotel owned or affiliated with other properties.See also Franchising，Management Contract, and referral Group
CHARGE VOUCHER A voucher used to support a charge purchase transaction that rakes place somewhere other tan the front desk.Also refers to as an account receivable voucher.CHECK –OUT
The procedures involved in the departure of a guest from a property , including
Settlement of the guest’s account.Also ,a room status term indicating that the guest has settled his or her account ,returned the room keys, and left the hotel , CHECK –OUT TIME the hour by which departing guests must check out of a property.CITY ACCOUT See Non-Guest Account.CITY LEDGER
The collection of all non-guest accounts ,including house accounts and unsettled departed guest accounts.CLOSED The status of a date for which a reservation system will not accept additional
COMMERCIAL HOTEL
A property, usually located in a downtown or business district ,that caters primarily to business clients.Also called a transient hotel.COMMERCIAL RATE
A special room rate agreed on by a company and a hotel for frequent guests.Also called a corporate rate
COMPLIMENTAPY(COMP)A room status term indicating that the room is occupied, but the guest is assessed no charge for its use.CONCIERGE
An employee whose basic task is to serve as the guest’s liaison with both hotel and non-hotel attractions, facilities, services, and actives.CONDOMINIUM HOTEL
See Time-Share Hotel
CONFERENCE CENTER A property specifically designed to handle group meetings.Conference centers are often located outside metropolitan areas and may provide extensive facilities;most offer overnight accommodation.CONFIRMATION See Reservation Confirmation
CONFIRMATION NUMBER A code that provides a unique reference to a reservation record and assures the guest that the reservation record exists.CONNECTING ROOMS
Rooms with individual entrance doors from the outside and a connecting door between.Guest can move between rooms without going through the hallway.CONTINTAL BREAKFAST A small meal that usually includes a beverage, rolls, butter, and jam or marmalade.CONTRIBUTION MARGIN Sales less cost of sales for either an entire operating department or for a given product;represents the amount of sales revenue that is contributed toward fixed costs and/or profits.CONTROL FOLIO
An accounting document used internally by a front office computer to support all account postings by department during a system update routine.CORPORATE GUARANTEE A type of reservation guarantee in which a corporation signs a contractual agreement with the hotel to accept financial responsibility for any no-show business travelers it sponsors.CORPORATE GUARANTEE
A type of reservation guarantee in a corporation signs a contractual agreement with the hotel to accept financial responsibility for any no-show business travelers it sponsors.CORPORATE RATE
See Commercial Rate
CORRECTION VOUCHER
A voucher used to support the correction of a posting error which is rectified before the close of business on the day the error was made.CREDIT(CR)An entry on the right side of an account.CREDIT CARD GUARANTEE A type of guarantee supported by credit card companies.These companies guarantee participating properties payment for reserved rooms that remain unoccupied CREFIT CARD SETTLEMENT SYSTEM
A computer interface that can instantly capture, verify, and authorize credit card information and settle accounts.CRESIT CARD VOUCHER The form designated by a credit card company to be used for imprinting a credit card and recording the amount charged.Also called a credit card invoice.CROSS-TRAINING Teaching employees to fill the requirements of more than one position.CURRENT ACCOUNT
A city ledger account than is within the current billing period.CURRENT RESERVATION RACK See Reservation Racks
CUT-OFF DATE The date agreed upon between a group and a hotel after all unreserved rooms in the group and a hotel after which all unreserved rooms in the group’s block will be released back to the genera;rooms inventory for sale.D CARD
A night auditor’s report used in semi-automated front office accounting systems.DAILY OPERATIONS REPORT A report ,typically prepared by the night auditor ,that summarizes the hotel’s financial activities during a 24-hour period and provides insight into revenues ,receivables , operating statistics ,and cash transactions related to he front office.Also known as the manager’s report.DAILY TRANSCRIPT A detailed report of all guest accounts that indicates each charge transaction affecting a guest account for the day, used as a worksheet to detect posting errors.DAY RATE A special room rate for less than an overnight stay.DAY SHIFT A hotel work –shift, generally 7:00 a.m.to 3:00 p.m.DAY USE A room status term indicating that the room will be used for less than an overnight stay.DEBIT(DR)An entry on the left side of an account.DELINQUENT ACCOUNT A city ledger account that has not been settled within the reasonable collection period, usually 90 days.DIRECT BILLING A credit arrangement, normally established through correspondence between a guest or a company and the hotel, in which the hotel agrees to bill the guest or the company for charges incurred.DISCOUNT GRID A grid indicating the occupancy percentage needed to achieve equivalent net revenue, given different discount levels.DNCO(DID NOT CHECK OUT
A room status term indicating that the guest made arrangements to settle his or her account(and thus is not a skipper), but has left without informing the front office.DOUBLE A room assigned to two people;may have one or more beds.DOUBLE BED
A bed approximately 54 inches by 75 inches.DOUBLE OCCUPANCY RATIOS See Multiple Occupancy Ratio.DOUBLE –DOUBLE A room with two double(or perhaps queen)beds;may be occupied by one or more people.Also called a twin –double.DOUBLE –ENTRY BOOKKEEPING A system for recording financial transactions in which every transaction creates that affect at least two accounts.DUE BACK A situation that occurs when a cashier pays out more than he or she receives;the difference is due back to the cashier’s cash bank.In the front office, due backs usually occur when a cashier accepts so many checks and large bills during a shift that he or she cannot restore the initial bank at the end of the shift without using the checks or large bills.DUE OUT
A room status term indicating that the room is expected to become vacant after the following day’s check –out time.EARLY ARRIVAL A guest who arrives at a property before the date of his or her reservation.ECONOMY/LIMITED SERVICE A level of service emphasizing clean, comfortable, inexpensive rooms that meet the most basic needs of guests.Economy or limited service hotels appeal primarily to budget –minded travelers.ELECTRONIC LOCKING SYSTEM A locking system that replaces traditional mechanical locks with sophisticated computer –based guestroom access devices.See also Centralized Electronic Locking System and Micro –Fitted Electronic Locking System.EMERGENCY KEY
A key that opens all guestroom doors, even when they are double –locked.EMPLOYEE FOLLO A folio used to chart transactions on an account signed to an employee with charge purchased complete though that time.EQUIVALENT OCCUPANCY Given a contemplated or actual change in the average room rate, the occupancy percentage needed to produce the same net revenue as was produced by the old price and occupancy percentage.EUROPEAN PLAN A billing arrangement under which meals are priced separately from rooms.See also American Plan, Modified American Plan.EVENING SHIFT A hotel of a hotel that offers world –class service.Also called the tower concept.EXPECTED DEPARTURES LIST A daily report showing the number and names of guests expected to arrive.EXPECTED DEPARTURES LIST A daily report showing the number and names of guests expected to depart as well as the number of stayovers.EXPRESS CHECK –OUT A pre –departure activity that involves the production and early morning distribution of guest folios for guests expected to check out that morning.FAMILY RATE A special room rate for parents and children in the same room.FINANCIAL REPORTING SOFTWARE A back office computer application that helps the hotel develop a chart of accounts on order to produce balance sheets, income statements, and transactional analyses reports.FIXED COSTS
Costs that remain constant in the short run even though sales volume varies.FLOOR LIMIT A limit assigned to hotel by credit card companies indicating the maximum amount in credit card charges the hotel is permitted to accept from a card member without.special authorization.FOLIO A statement of all transactions affecting the balance of a single account.FOLIO TRAY A bin used to store guest folios.In non –automated and semi –automated properties, folios remain in the tray throughout occupancy, except when they are used in posting transactions.Also called a folio bucket.FORECASTING The skill of predicting future events and trends in business.Typical forecasts developed for the rooms division include room availability and occupancy forecasts.FRANCHISING A method of distribution whereby one entity that has developed a particular pattern or format for doing business –the franchiser –grants to other entities –franchisees –the right to conduct such a business provided they follow the established pattern.FREE INDEPNDINT TRAVELER(FIT)A guest coming to the hotel as individual and not as part of a group.Also called a Transient Guest.Front DESK The focal point of activity within the front office, usually prominently located in the hotel lobby.Guests are registered, assigned rooms, and checked out at the front desk.FRONT DESK AGENT A front office employee whose responsibilities center on the registration process, but also typically include pre –registration activities, room status coordination, and mail, message, and information requests.ERONT OF THE HOUSE The functional areas of a hotel in which personnel have extensive guest contact, such as the food and beverage facilities and the front office.FRONT OFFICE A department of the rooms division that is the most visible department in a hotel, with the greatest amount of guest contact.Traditional front office functions include reservations, registration, room and rate assignment, room status, maintenance and settlement of guest history records.Also, the physical location at which front –of – the –house activities are coordinated.FRONT OFFICE ACCOUNTING FORMULA The formula used in posting transactions to front office accounts: Previous Balance + Debits –Credits =Net Outstanding Balance.
第二篇：酒店房务部全套术语2(英文)
Rooms Division Operations FRONT OFFICE APPLICATIONS MODULES Computer software designed for specific front uses.Typical front office applications include reservations, rooms, amagement, guest account and general management modules.FRONT OFFICE AUDIT See Night Audit
FRONT OFFICE CASH SHE ET
A form completed by front office cashiers that lists each receipt or disbursement of cash during a work –shift.It is used to reconcile actual cash on hand with the transactions which occurred during the shift.FRONT OFFICE LEDGER See Guest Ledger
FULL HOUSE A condition in which every room in the hotel has been booked.FULLY AUTOMATED
A computer –based system, of front office record –keeping that eliminates the eliminates the need for many hand written and machine –produced forms common in non –and semi –auto –mated systems.GENERAL MANAGEMENT SOFTWARE
A front office computer application, usually a report –generating package that depends on data collected though reservation, rooms management, and guest accounting modules.GOAL A definition of the purpose of a department of division that directs the actions of employees and the functions of the department or division toward the hotel’s mission
GOVERNMENT RATE A special room rate available at some hotels for government employees.GROUP BOOKING PACE The rate at which group business is being booked.GROUP RATE A special room rate for a number of affiliated guests.GUARANTEED RESERVATION A reservation that assures the guest that a room will be held until check –out time of the day following the day of arrival.The guest guarantees payment for the room, even If it is not used, unless the reservation is properly canceled.Types of guaranteed reservations include pre – payment, credit card, advance deposit, travel agent, and corporate.GUEST ACCOUNT A record of the financial transactions that occur between a guest and the hotel..GUEST ACCOUNTING MANAGEMENT SOFT –WARE
A front office computer application that maintains guest accounts electronically, eliminating the need for folio cards, folio trays, and posting machines.GUEST CYCLE A division of the flow of business through a hotel that identifies the physical contacts and financial exchange between guest and hotel employees.GUEST FOLIO
A form(paper or electronic)used to chart transactions on an account assigned to an individual person or guestroom.GUEST HISTORY FILE A collection of guest history records, constructed from expired registration cards or created through sophisticate information about departing guests into a guest history database systems, that automatically direct information about departing guests into a guest history database.GUEST HISTORY RECORD
A record of personal and financial information about hotel guests that(1)is relevant to marketing and sales, and(2)can help the hotel serve the guest should he or she return.State law may require retention of certain guest data for some period of time.GUEST LEDGER The set of accounts for all guests currently registered at the hotel.Also called the front office ledger, transient ledger or rooms’ ledger.GUEST LEDGER REPORT
A report that carries the current account balances of al registered guests, typically prepared as part of the night audit.GUEST SERVICE REPRESRNTATIVE
See Front Desk Agent
GUESTROOM KEY A key that opens a single guestroom door if it is not double –locked.HANDICAP ROOM A room with special features designed for handicapped guests.HIGH BALANCE ACCOUNT An account that has reached or exceeded a predetermined credit limit.High balance accounts are typically identified by the night auditor.Also called a high risk account.HIGH BALANCE ACCOUNT A report that identifies guests who are approaching an account credit limit.Typically prepared by
the night auditor..HIRING PERIOD
The time directly after an employment offer up through the new –hire’s initial adjustments to the job.This period involves all arrangements necessary to prepare the new –hire and current staff for a successful working relationship.HORIZON The future time frame for which a property accepts reservations.HOTEL A general term used to describe motels, motor hotels, inns, suite hotels, conference centers, and other operations providing lodging facilities, various services, and conveniences to the traveling public.HOUSE ACCOUNT See Non –Guest Account
HOUSE COUNT The forecasted or expected number of guests for a particular period, sometimes broken down into group and non –business.HOUSE LIMIT A credit limit established by the hotel.HOUSE USE
A room status term indicating that the room is being used by someone on the hotel staff at no charge.HOUSEKEEPING STATUS See Room Status
HOUSEKEEPING STATUS REPORT A report prepared by the housekeeping department that indicates the current housekeeping status of each room, based on a physical check.HOUSING/CONVENTION BUREAU A reservations office that coordinates room requirements at several hotels for large conventions.HUBBART FORMULA A bottom –up approach to pricing rooms.On determining the average price per room, this approach considers costs, desired profits, and expected rooms sold.IDEAL AVERAGE RATE
A room’s statistic that indicates the point at which rooms are sold at the best rate for the type of guests accommodated by a property.IN –BALANCE A term used to describe the state when the totals of debit amounts and credit amounts for a set of
account s are equal.INCENTIVE PROGRAM A program offering special recognition and rewards to employees based on their ability to meet certain conditions.These programs vary in structure and design and are a way to award exceptional performance beyond the paycheck.INCENTIVE TRAVEL Travel financed by a business as an employee incentive.INCENTIVE TRAVEL See statement of Income.INDEPENDENT HOTEL A hotel with no ownership or management affiliation with other properties.INFORMATION DIRECTORY A collection of information kept at the front desk for front desk agents to use in responding to guest requests, including simplified maps of the area;taxi and airline company telephone numbers;bank, theater, church, and store locations;and special event schedules.INFORMATION RACK
An alphabetical index of registered guests used in routing telephone calls, mail, messages and visitor inquiries.The information rack normally consists of aluminum slots designed to hold information rack slips.INEGRATEK SOFTWARE Software that allows several programs to use the same database.INTERNAL CONTROL The policies, procedures, and equipment used in a business to safeguard its assets and promote operational efficiency.INTERSELL AGEMCY A central reservation system that handles reservations for more than one product line.Such as airline companies, car rental companies, and hotel properties.INTERVIEW EVALUATION FORM A form used by the front office manager to evaluate an applicant’s strengths and weaknesses.JOB BERAKDOWN A form that details how the technical duties of a job should be performed.JOB DESCRIPTION A detailed list identifying all the key duties of a job as well as reporting relationships, additional responsibilities, working conditions, and any necessary equipment and materials.JOB LIST A list identifying all the key duties of a job in the order of their importance.JOB SHARING An arrangement by which two or more part –time employees share the responsibilities of one full –time position.JOB SPECIFICATIION A list of the personal qualities, skills and traits needed to successfully perform the tasks outlined by a job description.JOURNAL FORM An account recording format in which each entry includes a description of the resulting account balance.Journal form is typically used for front office accounting documents.JUNIOR SUITE See MINI –SUITE.KEY RACK An array of numbered compartment used to store guestroom keys.KING
A room with a king –size bed;may be occupied by one or more people.KING BED
A bed approximately 78 inches by 80 inches.LATE ARRIVAL
A guest with a reservation who expects to arrive after the hotel’s designated cancellation hour and so notifies the hotel.LATE CHECK –OUT FEE A charge imposed by some hotels on guests who do not check out by the established check –out time.LEAST –COST ROUTING A feature of an active call accounting system that directs calls over the least costly available line, regardless of carrier.LEDGER A grouping of accounts，LETTER OF CONFIRMATION A letter sent to a guest to verify that a reservation has been made and that its specifications are accurate.LIMITED SERVICE See Economy/Limited Service
LOCK –OUT A room status term indicating that the room has been locked so that the guest cannot re-enter until he or she is cleared by a hotel official.LOG BOOK
A journal in which important front office events and decisions are recorded for reference during subsequent shifts.MANAGEMENT CONTRACT An agreement between the owner/developer of a property and professional hotel management company.The owner/developer usually retains the financial and legal responsibility for the property, and the ,management company receives an agreed –upon fee for operating the hotel.MARGINAL COST
The variable or added cost of selling a product that is incurred only if the room is sold(Fixed costs are incurred whether the product is sold or not.)
MARKET SEGMENTATION
The process of defining or identifying smaller, distinct groups or “segments “within larger markets –“corporate business travelers.” For instance, as a segment of “business Travelers.”
MASTER KEY A key which opens all guestroom doors which are not double – locked.MICRO – FITTED ELECTRONIC LOCKING SYSTEM An electronic locking system in which each door has its own microprocessor containing a predetermined sequence of codes;a master console at the front desk stores code sequences for each door.MINI – SUITE
A single room with a bed and a sitting area.The sleeping area may be in a bedroom separate from the parlor or living room.Also called a junior suite.MISSION STATEMENT A document that states the unique purpose that sets a hotel apart from other hotels.A mission statement expresses the underlying philosophy that gibes meaning and direction to the hotel’s actions , and address the interests of guests, management, and employees.MODIFIED AMERICAN PLAN(MAP)
A billing arrangement under which the daily rate includes charges for the guestroom and two meals – typically breakfast and dinner.Also called semi – pension.See also American Plan, European Plan.MOTEL
A lodging facility that caters primarily to guests arriving by automobile.MOTIVATION Stimulating a person’s interest in a particular job, project, or subject so that the individual is challenged to be continually attentive, observant, concerned, and committed.MULTIPLE OCCUPANCY RATIO Measurement used to forecast food and beverage revenue, to indicate clean linen requirements, and to analyze daily revenue rate.Derived from multiple occupancy percentage or by determining the average number of guests per rooms sold.Also called Double Occupancy Ratio.MULTIPLE OCCUPANCY STATISTICS Occupancy ratios, indicating either a multiple occupancy percentage or the average number of guests per room sold.Used to forecast food and beverage ratios, indicate clean linen requirements, and analyze average daily room rates.NIGHT AUDIT
A daily comparison of guest accounts(and non – guest account having activity)with revenue center transaction information.A night audit, so called because it is usually performed at night, helps guarantee accuracy in front office accounting.NIGHT AUDITOR An employee who checks the accuracy of front office accounting records and compiles a daily summary of hotel financial data as part of the night audit.In many hotels, the night auditor is actually an employee of the accounting division.NIGHT SHIFT
A hotel work –shift, generally 11:00 p.m.to 7:00 a.m.NO – POST SHIFT A term used to indicate a guest who is not allowed to charge purchases to his or her room account.NO – SHOW A guest who made a room reservation but did nor register or cancel.NON – AFFILIATE RESERVATION NETWORK A central reservation system which connects independent(non – chain)properties.NON – AUTOMATED A system of front office record – keeping characterized by the exclusive use of hand written forms.The elements of non – automated systems have determined the structure of many front office processes in even the most advanced automated facilities.NON – GUEST ACCOUNT An account created to track the financial transactions of a local business or agency with charge privileges at the hotel, a group sponsoring a meeting at the hotel, or a former guest whose account was not settled at the time of departure.NON – GUEST FOLIO A folio used to chart transactions on an account assigned to a local business or agency with hotel charge purchase privileges, a group sponsoring a meeting at the hotel, or a former guest with an outstanding account balance.NON – GUEST LEDGER See City ledger.OBJECTIVE A measurable end that an organization must achieve in order to effectively carry out its mission.ORCUPANCY PERCENTAGE An occupancy ratio that indicates the proportion of rooms sold to rooms available for sale during a specific period of time.OCCUPANCY RATIO A measurement of the success of the hotel in selling rooms.Typical occupancy ratios include average daily rate, average rate per guest, multiple occupancy statistics, and occupancy percentage.OCCUPANCY REPORT A report prepared each night by a front desk agent that lists the rooms occupied that night and indicates those guests expected to check out the following day.OCCUPIED A room status term indicating that a guest is currently registered to the room.ON – CHANGE A room status term indicating that the guest has departed, but the room has not yet been cleaned and readied for resale.OPEN The status of a date for which a reservation system can still accept reservations.ORGANIZATION 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 authority.ORIENTATION A term used to describe the state when the totals of debit amounts and credit amounts for a set of accounts are not equal.OUT – OF – ORDER A room status term indicating that the room cannot be assigned to a guest.A room may be out – of – order for maintenance, refurbishing , extensive cleaning , or other reasons.OUTSTANDING BALANCE The amount the guest owes the hotel – or the amount the hotel owes the guest, in the event of a credit balance at settlement.OVERAGE 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 receipts.OVERBOOKING Accepting more reservations than there are available rooms.OVERDUE ACCOUNT A city ledger account that is unpaid beyond the current billing period, usually between 30 and 90 days.OVERFLOW 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 exhausted.OVERSITAY A guest who stays after his or her stated departure date.PACKAGE PLAN RATE
A special room rate for a room as part of a combination of events or activities.PAID – IN – ADVANCE(PIA)GUEST A guest who pays his or her room charges in cash during registration.PIA guests are often denied in – house credit.PAID –OUT Cash disbursed by the hotel on behalf of a guest and charged to the guest’s account as a cash advance.PAYROLL ACCOUNTING SOFTWARE A back office computer application that processes such data as time and attendance records, pay distribution, and tax withholding.PERFORMANCE STANDARD A required level of performance that establishes the acceptable quality of book.PIA(PAID – IN – ADVANCE)LIST A guest who pays his or her room changes in cash during registration.PIA guests are often denied in –house credit.PICK – UP ERROR An error in manual and semi-automated systems that occurs when the user enters an incorrect previous balance or transactions value in the process of posting.POINT OF SALE The location at which goods or service are purchased.Any hotel department that collects revenues for its goods or services is considered a revenue center and thus a point of sale.POINT – OF – SALE(POS)SYSTEM A computer network that allows electronic cash registers at the hotel’s points of sale to communicate directly with a front office guest accounting module.POSTING The process of recording transactions on a guest folio.POTENTIAL AVERAGE RATE A collective statistic that effectively combines 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 rates.PRE-REGISTRATION A process by which sections of a registration card or its equivalent are completed for guests arriving with reservations.Room and rate assignment, creation of a guest folio, and other functions may also be part of pre-registration activity.PREPAYMENT GUARANTEE A type of reservation guarantee that requires a payment in full made before the day of arrival.PRIVATE BRANCH EXCHANGE(PBX)A hotel’s telephone switchboard equipment.PROPERTY DIRECT A method of communicating reservation requests directly to a hotel, by telephone, mail, property – to – property link, telex, cable, or another method.PROPERTY MANAGEMENT SYSTEM
A computer software package that supports a variety of applications related to front office and back office activities.See also Front Office Applications.
第三篇：酒店培训-- 专用术语(房务部)
Hotel Terminology(Rooms Division--605)酒 店 专 用 术 语（房务部605个）
Ｅ（26）
early arrival 提前抵达
Early Bird Report 每日营业报表
EDP(Electronic Date Processing system)电脑室 electric fan 电扇 electric jar 电热水壶 electric plug 电源插头 electric socket 电源插座
elevator(=lift)(ref.Escalator)电梯
（参：手扶升降梯）e-mail 电子邮件
employee 员工、雇员 employer 雇主
Engineering Department 工程部 entrance 通道
entrance lamp 门廊灯 envelope 信封 eraser 橡皮
ETA-Estimated Time of Arrival 预抵时间 ETD-Estimated Time of Departure 预离时间 European plan 欧洲式计价（房费不包餐）exchange rate（外币）兑换率 exit 出口
expected arrival 预抵客人 extension cord 接线板
expected departure 预离客人
expending wallet(by date/alpha)扩展式文件夹 extra bed(ref.rollaway bed)加床
English –Chinese Dictionary 英汉词典 Ｆ（31）
face towel 面巾
facsimile(=fax)传真 film 胶卷 Finda 芬达 fire alarm 火警 fire control 防火
fire exit plan 消防疏散图
FIT-Foreign Individual Traveler 散客 float(=cash float)备用（现金）floor drain 地漏
Floor Plan 楼层平面图 floor tile 地砖 flowchart 流程图
fluorescent lamp 日光灯
fluorescent pen(red/yellow/green)荧光笔 fly 苍蝇
foam bath 泡泡浴
folio(ref.bill)帐单（参、bill）
Food and Beverage Department(F&B)餐饮部 forecast 预测
forwarding address 前往地地址 frame 框
free of charge(FOC)免费 freezer(=ice box)制冰器 fridge(refrigerator)冰箱 Front Desk 前台
Front Office Department前厅部 full house 满房
full length mirror(for grooming check)镜子
function（event）功能、活动 furniture 家具 Ｇ（9）
glass wrapper 杯套 garden 花园 glue 胶水
grand master key 总万能钥匙
Great Wall Card(credit card)长城卡 guarantee(GTD)担保 gullet 地漏
guest history 客人历史材料
Guest Questionnaire 宾客意见书 Ｈ（18）
hairdryer 吹风机 hand towel 手巾 handkerchief 手绢 handle 把手
hanger(ladies and gentlemen)衣架（女式，男式）hard cover book(long/short)硬皮本 heating 加热器 hinge 合页
high/peak season 旺季
highlight pen(red, blue, green)荧光笔
hotel envelope/hotel letter paper 饭店信封/信纸 hotel stationary酒店文具
hot water flask(=vacuum flask)热水瓶 house account 免费帐 house phone 内线电话 House Use 内用房 house count 房数
Housekeeping Department客房部 Ｉ（17）ice-cube 冰块
ice-cube tray 冰块盘
imprint machine（信用卡）刷卡器 incentive(group)奖励（团队）incident 意外事故 Incognito 保密客人 indefinite 不确定
index book(by date/alpha)索引（按日期/字母
顺序排）Information Desk 问询处 inspection 检查
in house movie 闭路电视
International Direct Dialing(IDD)国际直拨电话 invoice 收椐
iron and board 熨斗和熨衣板 ironing(=pressing)熨衣 ironing board 烫衣板 I owe you(IOU)欠条
Ｊ（4）
Jacket 夹克衫
JCB Card(credit card)JCB卡（日本）join in 加入
junior suite高级套房 Ｋ（3）
key card 钥匙卡 kitchen 厨房
knife(for envelope and cutting other paper)刀子
Ｌ（22）
lamp shade 灯罩
Laser Printer 激光打印机 late arrival 迟抵达
late charges(=back charge)追加收费 laundry 洗衣
laundry bag洗衣袋 laundry list洗衣单
layover passenger误机乘客 light baggage轻行李 light bulb 电灯泡 liquor酒精
living room(=sitting room)客厅 linen 布巾,布草 Lobby大堂
Logbook 交接班本
Lost and Found(L&F)失物招领
low/off-peak season淡季 luggage(=baggage)行李 luggage rack行李架 luggage sticker行李胶贴 luggage tag行李牌 luggage trolley行李车 Ｍ（40）
magazine杂志
maps of Beijing and china 北京地图，中国地图 magazine rack杂志架 mail 邮件
mail address 邮件地址 mail box 邮件箱 mailing fee 邮寄费用
main door(=main entrance)正门 maintenance 维修,维护 make up room 打扫房间 marble 大理石
marker(blue/black)记号笔 market市场
market code 市场分类代码 market mix 客人分类 market research市场研究 market segment市场划分 massage 按摩
master accounts 总帐 master bill 总帐单
Master Card(credit card)万事达卡（美国）master folio 总帐单 master key 万能钥匙 matches 火柴 mattress 床垫
miscellaneous 杂费 memo 备忘录 menu 菜单
message pad 留言簿 mineral water 矿泉水
mini bar(fridge)小酒吧（冰箱）mini-bar voucher 小酒吧帐单 moistener 湿度计 mirror 镜子
full length mirror 穿衣镜 mop 拖布
morning call(ref.wake up call)叫早（参：叫醒）mosquito 蚊子
mosquito screen 沙窗
MTD-Month To Date月累计（到某日）
Ｎ（12）
nail brush 指甲刷
National Cash Register(NCR)收款机 needle(<->thread)针（反。线）net rate 净价 newspaper 报纸 night audit 夜审
night gown 睡袍（pajamas）no show(NS)未到
non-refundable 不可退款的 Non-smoker 非吸烟者
Non-smoking room 非吸烟房 Non-smoking area 非吸烟区
Ｏ（6）
occupancy 住客率（%）on duty 值班 operator 电话员
Out-Of-Order(OOO)待修房，坏房 overcoat 外套
overhead projector 投影仪
Ｐ（47）
PABX=PBX(Private Automatic Branch Exchange)
(=switch board)电话交换机
paging system 寻呼系统 paid out 借出款 painting 图画
pantry room 客房（楼层）服务间 pants(ref.Shorts)短裤 passenger 旅客 paper clip 曲别针 paper shredder 碎纸机 pax=person 人数
peep hole 窥视孔, 门镜 pencil 铅笔 pen holder 笔架
Peony Card(credit card)牡丹卡 permanent 长期的，永久的
person to person(ref.station to station)
找人电话（参.兑号电话）personal 个人的
Personnel & Training Department(P&T)
人事培训部 pest control 灭虫
petty cash 小额现金
photocopy machine 复印机 photo picture 照片 pick-up 接机 picture壁画 pillow case 枕套
pillow inner slip 内枕套
piping 管道 pin 大头针
plastic holder 塑料文件袋
Please Make Up Room 请打扫房间 portion 部分
Postal Code(ZIP)邮政编码 postcard 名信片 post stand 邮筒 post stamp 邮戳 poster 招贴画 posting 入帐
potato crisps 烤土豆片 prepay 预付
pre-registered 预登记 pressing 熨衣
promotion rate 促销价 property 财产
Public Area 公共区
public phone booth 公用电话间 punch 打孔器
Purchasing Department 采购部 pajamas 睡衣（night gown）
Ｑ（3）
quadruple room 四人房 queen size bed 中号双人床 quilt 被褥
Ｒ（45）
rack rate 柜台价，公布价 razor 刮胡刀 radio 收音机 rebate 打折 receipt 收据 receive 接收
Receiving Office收货部 Reception Desk 接待处
Recreation Department 康乐部
refund(ref.rebate)退款（参。减钱）register 登记
Registration Card 登记卡
registration not assigned 登记完但未分房 release time 取消预订的时间 remote controller 摇控器 report 报告 request 请求
request for reply 请求答复 requirement 要求
Reservation Desk 预订处 Resort 度假村 Restaurant 餐厅
Revenue 营业收入、营业额 revolving door 旋转门
rollaway bed(=roll-in bed, ref.extra bed)活动床 room key 房间钥匙 room rate 房间价格 room revenue 客房收入 room occupancy 住客率
room service menu 送餐菜单 room status: 房态
VC-vacant clean 空房（干净的）
VD-vacant dirty 走房（脏房）
OC-occupied clean 住客房（干净的）
OD-occupied dirty 住客房（脏房）
OOO-out-of-order 待修房
SO-sleep out 外宿
NB-no baggage 无行李
LB-light baggage 轻行李
DL-double lock 双锁
DND-Do Not Disturb 请勿打扰 rooming list 分房表 rubber 橡皮
rubber band 皮筋 ruler 尺子
Ｓ（70）
safe deposit box 保险箱
Sales & Marketing Department(S&M)
市场营销部 sanitary bag 卫生袋
scheduled time 计划时间 scotch tape dispenser 胶带座 scotch tape 透明胶带 scissors剪子 screen 屏幕
Security Department保安部
senior suite 豪华套房（三间套）service charge(ref.surcharge)服务费
（参：附加费）service counter 服务台
Service Directory 客人服务指南 settee 长靠椅 sewing kit 针线包 shampoo 洗发水
share(eg.share one room)共享（例：同住一间房）
sharpener 削铅笔刀（器）shirt 男式衬衫 shoe horn 鞋拔 sheer curtain 沙帘
shoe shine cloth(ref.shoe shiner, shoe polisher)
擦鞋布（参：擦鞋器）shorts 短裤
shopping bag 购物袋 shoulder season平季 shower 淋浴 shower cap 浴帽 shower curtain 浴帘 shower head 喷头 signature 签名 single bed 单人床
single occupancy 单人住房率
single room with bath 带浴室的单人间 skipper 逃帐者 skirt 女裙
skirting board 墙裙板 sleep out(SO)外宿 sliding door 推拉门 slide projector 幻灯机 slippers 拖鞋
smoke detector 烟感探测器 soap(bath soap, hand soap)肥皂 socket(<->plug)插座（反：插头）socks 袜子 sofa 沙发
soap container 肥皂碟 special attention 特别注意 special rate 特价
speedy kettle 快速热水壶 split shift 两头班 spoon 勺子 spot light 射灯 Sprite 雪碧 staircase楼梯
up stair 上楼
down stair 下楼 stamp 邮票
standard rate 标准价 stationery 文件夹
standard room 标准间 staple 订书钉 stapler 订书器
station to station 兑号电话 stay over 过夜 Stewarding 管事部 store room 库房 sugar sachets 袋砂糖 suitcase 行李箱 suits 套装 suite 套房 sugar糖
sundries 杂项费 survival kit 生存袋 switch 开关
Ｔ（49）
Table D’hote 套餐 table lamp 台灯 table calendar 台历 tap water 自来水 tariff 价目表 taxi 出租车 tea bag 茶袋 tea set 茶盘 telephone 电话
telephone booth 电话间 telephone charge 电话费
Telephone Directory 电话号码簿 telephone extension 电话分机 telephone set 电话机 television(TV)电视 TV program 电视节目单 tent card 立卡
thermometer 温度计 thermos flask 热水壶 thermostat 调温器 thumb pin 图钉
time stamp machine 打时器 tissue paper 面巾纸
toilet=wash room=lavatory 厕所=洗手间=卫生间 toilet bowl 马桶 toilet flush 马桶刷
toilet flush cistern 马桶池 toilet flush handle 马桶按键 toilet paper 卫生纸 toilet seat 马桶座
toilet seat cover 马桶盖 tooth brush 牙刷 tooth paste 牙膏
tour package 包价旅游 towel rack 毛巾架 transient 过路客人 transformer变压器
Transportation Department 运输部 Travel Agent(T/A)旅行社 Traveller’s Cheques 旅行支票 tray(=dish)盘 triple room 三人间
trolley(eg.luggage trolley)货车（例：行李车）trousers 裤子 T-shirt T恤衫
Tsingtao Beer 青岛啤酒 turn away 转走的客人 turndown service 开床服务 twin room 双人房
villa 别墅
VIP(Very Important Person)贵宾
Visa Card(credit card)维萨卡（美国）visitor 访客
VOD（Video On Demand）视频点播电视 void 作废 Voltage 电压
volts 110伏
220 volts 220伏 voucher 帐单，凭单
Ｗ（16）
walk-in 无预订散客 wall paper 墙纸 wall tile 墙砖
wardrobe 衣柜，壁柜 wash basin 洗脸池
waste paper basket(ref.rubbish bin)废纸筐 water jar 水瓶（广口）
water-proof(=water resistance)防水 water sprinkler 喷洒头 weekly report 周报告 weighing scale 体重秤 white board 白板 wind-coat 风衣 writing desk 写字台
writing desk chair 写字椅 writing pad 写字本 Ｕ（5）
underpants 内裤 undershirt 内衣 uniform 制服
Union Pay 银联（中国）update 更新（日期）
upgrade(<->downgrade)升级（反：降级）
Ｖ（15）
vacant room 空房
vacuum cleaner 真空吸尘器 vacuum flask 保温瓶 valet 洗衣
verify(verification)证实 vest 马甲、背心 video camera 摄像机
Video Cassette Recorder(VCR)录像机
Ｙ（1）
YTD(year-to-date)年累计（到某日）
Ｚ（1）
Z card Z型卡
第四篇：酒店专用术语(房务部)--4
Hotel Terminology(Rooms Division--605)酒 店 专 用 术 语（房务部605个）
Ｓ（70）
safe deposit box 保险箱
Sales & Marketing Department(S&M)
市场营销部 sanitary bag 卫生袋 scheduled time 计划时间
scotch tape dispenser 胶带座 scotch tape 透明胶带 scissors剪子 screen 屏幕
Security Department保安部 senior suite 豪华套房（三间套）service charge(ref.surcharge)服务费
（参：附加费）service counter 服务台
Service Directory 客人服务指南 settee 长靠椅 sewing kit 针线包
shampoo 洗发水
share(eg.share one room)共享（例：同住一间房）sharpener 削铅笔刀（器）shirt 男式衬衫 shoe horn 鞋拔
sheer curtain 沙帘
shoe shine cloth(ref.shoe shiner, shoe polisher)
擦鞋布（参：擦鞋器）shorts 短裤
shopping bag 购物袋 shoulder season平季 shower 淋浴 shower cap 浴帽 shower curtain 浴帘
shower head 喷头 signature 签名 single bed 单人床
single occupancy 单人住房率 single room with bath 带浴室的单人间 skipper 逃帐者 skirt 女裙
skirting board 墙裙板 sleep out(SO)外宿 sliding door 推拉门
slide projector 幻灯机 slippers 拖鞋
smoke detector 烟感探测器
soap(bath soap, hand soap)肥皂 socket(<->plug)插座（反：插头）socks 袜子 sofa 沙发
soap container 肥皂碟 special attention 特别注意 special rate 特价
speedy kettle 快速热水壶 split shift 两头班 spoon 勺子 spot light 射灯 Sprite 雪碧 staircase楼梯
up stair 上楼
down stair 下楼 stamp 邮票
standard rate 标准价 stationery 文件夹
standard room 标准间 staple 订书钉 stapler 订书器
station to station 兑号电话 stay over 过夜 Stewarding 管事部 store room 库房
sugar sachets 袋砂糖 suitcase 行李箱 suits 套装 suite 套房 sugar糖
sundries 杂项费 survival kit 生存袋 switch 开关
Ｔ（49）
Table D’hote 套餐 table lamp 台灯 table calendar 台历 tap water 自来水 tariff 价目表
taxi 出租车 tea bag 茶袋 tea set 茶盘 telephone 电话
telephone booth 电话间 telephone charge 电话费
Telephone Directory 电话号码簿 telephone extension 电话分机 telephone set 电话机 television(TV)电视 TV program 电视节目单 tent card 立卡 thermometer 温度计 thermos flask 热水壶 thermostat 调温器 thumb pin 图钉
time stamp machine 打时器
tissue paper 面巾纸
toilet=wash room=lavatory 厕所=洗手间=卫生间 toilet bowl 马桶 toilet flush 马桶刷
toilet flush cistern 马桶池 toilet flush handle 马桶按键 toilet paper 卫生纸 toilet seat 马桶座
toilet seat cover 马桶盖 tooth brush 牙刷 tooth paste 牙膏 tour package 包价旅游
towel rack 毛巾架 transient 过路客人 transformer变压器
Transportation Department 运输部 Travel Agent(T/A)旅行社 Traveller’s Cheques 旅行支票 tray(=dish)盘 triple room 三人间
trolley(eg.luggage trolley)货车（例：行李车）trousers 裤子 T-shirt T恤衫
Tsingtao Beer 青岛啤酒 turn away 转走的客人 turndown service 开床服务 twin room 双人房
undershirt 内衣 uniform 制服
Union Pay 银联（中国）update 更新（日期）
upgrade(<->downgrade)升级（反：降级）
Ｖ（15）
vacant room 空房
vacuum cleaner 真空吸尘器 vacuum flask 保温瓶 valet 洗衣
verify(verification)证实 vest 马甲、背心 video camera 摄像机
Video Cassette Recorder(VCR)录像机 villa 别墅
VIP(Very Important Person)贵宾
Visa Card(credit card)维萨卡（美国）visitor 访客
VOD（Video On Demand）视频点播电视 void 作废
Voltage 电压
volts 110伏
220 volts 220伏 voucher 帐单，凭单
Ｗ（16）
walk-in 无预订散客 wall paper 墙纸 wall tile 墙砖
wardrobe 衣柜，壁柜
wash basin 洗脸池
waste paper basket(ref.rubbish bin)废纸筐 water jar 水瓶（广口）
water-proof(=water resistance)防水 water sprinkler 喷洒头 weekly report 周报告 weighing scale 体重秤 white board 白板 wind-coat 风衣
writing desk 写字台
writing desk chair 写字椅 writing pad 写字本
Ｙ（1）
YTD(year-to-date)年累计（到某日）
Ｚ（1）
Z card Z型卡
Ｕ（5）
underpants 内裤
第五篇：酒店房务部工作总结
酒店房务部工作总结
伴随着新年脚步的临近，过去繁忙紧张的一年已划上圆满的句点。在大厦领导的正确指导下，**年我部门顺利完成了上级领导下达的各项经营、管理指标。现将今年工作总结
**年客房完成的营业总额为135xxxx，月均完成12xxxx，客房出租率为6xxxx，平均房价430.2xxxx，各项指标较200*年有所上升。我部门保洁人员高质量地完成了整个大厦的日常保洁工作，对大厦地面进行了不定期的整体保养，并对写字间进行开荒作业及日常保洁。
一、回顾一年中的工作业绩、重大事件及主要工作内容。
加强房务中心工作的管理。房务中心是酒店对外第二窗口，为加强对房务中心的规范化管理，本重点对工作人员进行了多次专业培训，包括服务意识、客房介绍与电话接听技巧等各项具体工作；坚持每天对楼层服务质量、效率进行监察；对各种报表进行收集整理，建立了完整的客房档案。严格按制度处理遗留物品，赢得客人好评。
从硬件环境、软件环境及控制成本方面对客房加强管理。在硬环境方面，为了给客人创造一个卫生舒适的环境，楼层严格按照酒店卫生标准，贯彻执行大厦客房管理制度，坚持按标准程序做住客房、退客房，进行布草更换，对杯具、卫生间消毒。在设备设施的维护与保养方面，对客房进行全面清洁，楼道及房间的地毯定期清洗；在软环境方面，客房服务员微笑服务，高效热情，细心周到，竭诚为客人营造宾至如归的温馨感觉； 版权所有 以“常用常新，天天亮丽”为目标，加强保洁管理。保洁人员5xxxx，其岗位分布在大厦的大部分区域，尤其是公共区域，环境卫生的好坏最直观地反映大厦作为四星级酒店的整体风貌，因此，保洁工作是房务部另一工作重点。我们主要从两方面抓起，一方面，职责细化及培训，将职责细化落实到个人，各种业务操作程序及标准让员工烂熟于心，严格按时间段、区域进行排班，提高了工作积极性、责任心，大厦的卫生情况焕然一新。另一方面，加强监督检查。检查环节始终是至关重要的。从经理到助理，从主管到领班，层层检查，不放过一个卫生死角，不遗漏一个边角区域，确保各项卫生指标达到五星级要求标准。
加强对制服房、库房的管理。3月对制服房规模进行改造，以适应日趋增多的工服及布草容量。下半年库房并入采购部管理，制服房只负责客人衣服送洗及员工制服管理，分工比较明确，有利于制服房管理的条理化，制度化，一是严格控制换装时间，二是服装严格分类悬挂，并做明确标识，以便员工在最短时间内找到工服，提高工作效率。
今年上半年，房务部一项重要工作，是院士会的接待工作。正是由于各岗位的齐心协力的工作，4月2至5日，“中国科学院院士初选会议”在京师大厦的顺利召开。期间，房务部主要负责院士会议的组织、会议室布置、会期服务、客房服务及保洁等工作。接待会议过程中，各管理层紧张有序，考虑周全，确保每一个环节不出纰漏。我们的优质服务，符合标准要求和规范，得到了各级领导的充分肯定。首先，做好组织策划工作，从各方面做好迎接会议的一切准备。其次，做好外部沟通及内部沟通工作，及时协调，迅速处理。
二、管理要素的实施情况。
1、基础设施的管理。平时仔细检查房间设施，发现问题及时报修；十一月底利用淡季时机，对各楼层每间客房的设备设施进行了全面、仔细盘查，并对存在的问题登记造册，集中与工程部联系维修（如比较严重、数量较多的浴缸塞），进行统一备料更换，以给客人营造方便舒适、细节完善的居住环境，为迎接明年新的客房任务做好硬件准备。
2、各种标识的统一管理。对客房、公共区域及时做好各种标识，正确引导客人。
3、物资物料的管理。领料过程及手续齐全，严格执行审批制度。客房一次性耗品及食品的领取、储存、配送、报废，全部按照规定进行，做到数字准确，手续无误。
4、工作方法。制定各岗位工作标准及流程，不断完善存在漏洞的地方，确保用正确的工作方法来指导员工提供服务，让所有工作处于受控状态。
5、工作环境、环保措施和环境卫生。确保符合行业标准，客房经过卫生局检查，接受不合格地方并进行整改，制定《客房卫生管理制度》及《消毒间工作管理规定》，拟配备消毒柜，并将制度上墙。
6、职业健康安全管理。对客房、保洁各岗位存在的潜在风险进行识别，针对危险源制定措施，并对员工进行工作过程中的自我保护教育，确保安全服务。如保洁高空刮玻璃，有腐蚀性化学药品的贮存和使用。
7、内部沟通管理。确保内部沟通渠道畅通无阻，通过现代通讯工具（手机、呼机）、早会、文件等形式进行信息沟通。与其他部门及时就工作中一些接口处问题进行沟通，如与接待和收银及时通话，互相提醒，避免了许多不必要的耽误和过失。为了更好地与其他部门配合好工作，在申总的组织下，召开了前台、房务中心及收银三方协调会议，解决了日常工作中的一些共性问题，起到了良好的沟通作用。
8、顾客满意度。客房配备《宾客意见书》，房务中心及时做好顾客意见的登记和传达，以便能及时解决客人的意见和建议，改进我们的工作，也给客人留下良好的印象，体现我们对客人的尊重。
9、过程监测及持续改进。加强各层次监督管理，确保优质服务，发现不合格及时制定整改措施。
三、加强人力资源管理，知人善用，重视培训，奖罚分明，优化资源组合。
1、对员工进行不同层次的培训，同时鼓励他们参加饭店英语等级考试、物业考试、职称评定考核及大厦内部各钟培训考核。提供学习机会和各种学习信息，为员工制定工作目标，鼓励员工自我学习和自我发展，努力提高自己的综合素质。
2、加强制度管理，赏罚分明，对受到客人表扬，为大厦做出突出贡献人员进行嘉奖，对违反大厦规章制度的员工进行处罚。既严肃了纪律，又鼓舞了员工的工作积极性。
3、加强宿舍管理，严格落实宿舍管理制度，经常性地突击检查环境卫生和安全隐患，查处夜不归宿人员，有效保证了制度的落实及员工自身的安全。对外宿人员，严格执行外宿登记审批制度，并经常进行安全和自我保护知识的教育，控制员工各种意外事故的发生。宿舍卫生责任到人，定期检查，及时整改不合格方面。
4、对楼宇自动控制及消防知识进行培训，包括信息系统，网络报吧系统及报房系统的使用，大厦内消防器材及设施、报警装置、消防通道、火灾发生时的应急方法等方面的培训，提高安全意识与能力，防患于未然。
四、积极采取各种措施，节能降耗，控制成本。我们主要采取以下措施尽可能开源节流：
1、为减少因食品滞销造成的浪费，增加收入，5月对客房迷你吧食品进行更换，更换后的食品销量比以前明显增加。
2、制服房利用报废的布草及棉织品，用来做抹布、口布、地秤套等。
3、配合信息部使用网络办公平台进行无纸化办公，节约办公用品。
4、保洁、客房人员在工作过程中细心观察，发现问题及时报修。
5、客房变更“环保卡”，搁置“环保卡”为换洗床单，否则默认为不换，一定程度上避免了不必要的浪费，也有效保护了水资源。
6、教育员工，积极配合工程部，做好水、电、气能源的节能工作，从点滴做起，以身作则。
五、发动广大员工群策群力，搞好民主管理工作；关心员工生活，不断改善员工的工作、生活条件，丰富其业余生活，组织动员员工积极参加各种健康有益的文体娱乐活动。
1、我部门定期召开例会，通过各种渠道听取员工意见和建议，给员工创造机会，让员工参与到管理中来。
2、积极组织员工参加各种文体活动，培养健康向上的高尚情操，创造竞争进取的学习氛围，如组织他们参加体育活动，学校运动会，乒乓球，篮球队、拔河比赛、秋游登山等。这些活动不仅强身健体，陶冶情操，也体现了员工高度的集体荣誉感，体现了团结奋进的优秀团体，增强了大厦的凝聚力。
3、踊跃参加歌咏比赛、店庆晚会及有奖征文活动，在这些展示才艺的文艺活动中，既在竞争中提升了员工的综合素质，也拓展了员工的生活宽度和深度。
4、关心员工生活状况和思想状况，及时探望生病员工，让他们身在他乡依然能感受到家庭般的温暖。
六、分析改进工作中的不足之处。
1、制定突发事件应急预案。如火灾、刮风、下雪、客人受伤、停电、停水及其他未知事件。“凡事预则立，不预则废”。控制关键点，将职责化解，层层落实到人，提高警惕，防患于未然。
2、员工应变能力、综合素质及英语口语表达能力，需要提高。客房每日都有外宾入住，作为服务人员不能很好地与客人进行沟通是影响酒店国际市场的严重不足，我们将继续对员工进行口语培训。把文化留人作为根本，把培训人才作为人员管理的基本宗旨来抓。
3、客房维修率越来越高，作为酒店成本最高的基础设施和硬件配备，降低维修率，加强维护保养是我们在搞好服务工作同时必须兼顾的另一项重要工作，也是大厦领导倡导开源节流、节约成本的根本要求。
4、保洁员工的管理必须再度加强。相对于客房来说，保洁人员多，工作区域分散，面积大，公共区域性质复杂，人口流动大，因此岗位标准相对来说不好严格把握，今后需要加大管理力度，使之系统化、标准化、良性运作起来。①加强监督。②重视对员工的培训教育，提高员工职业道德和服务意识。③加强领班、组长的基层管理功能。④提倡礼仪服务、文明服务、微笑服务。⑤工作标准量化，可操作性强。
5、走客遗留物品及在住客人财务安全性的管理，关系着酒店信誉度的好坏，近期有客人举报丢失物品，如手表等。经核实大部分是由于客人自己遗忘或者遗失在别处，但也有个别客人因此对酒店造成误会。鉴于此，今后客房会更加注重对客人财产安全的管理：首先，员工要洁身自好，严于律己，对服务人员要严格管理教育，确保清者自清，客房偷窃为零。其次，要加强楼层监视工作，培训服务员仔细观察分析能力，留意可疑人员。再次，做房时认真仔细，小件物品遗失必须仔细查找。另外，也要礼貌提醒客人，将贵重物品存放保险箱内。
今年在大厦领导指导下，部门所有人员共同努力，把“做好每天每一件事、接待好每天每一位客人”的服务理念深入各项工作，默契合作，追求完美，使房务部工作迈上了一个新的台阶。但工作中还存在一些不足，还需要在以后的工作中不断改进，自我完善，积累经验，吸取教训，争取把今后的工作做得更好。0*年年计划在以下几方面不断改进：
1、工作质量，精益求精。加强员工的服务意识、工作中处理问题的灵活性、主动服务等方面的管理，充分实现“人性化”管理。日常培训让员工熟悉了工作流程及服务标准，但由于提升素质及工作能力需要一个过程，难免流于形式或者服务机械化，缺少变通和创新。后期管理将侧重于这方面的改进，从量变到质变，升华服务质量。
2、在人员培训上，下半年重点对员工进行礼仪培训及英语对话能力的培训并严格考核，在对外形象上不断提升员工综合素质。对楼层服务员进一步加强英语培训，扩大范围，目标是能熟练说出、听懂客房物品名称及客人的一些常规性的需求，如水、暖、电出现故障，拨打国际电话，上网，洗衣服务等等，每日业余练习并进行实际对话，考核合格后方可上岗。
3、针对一些突发事件，制定客房突发事件的应急方案，并对员工进行培训，不断完善客房服务，提高顾客满意度。如客房突然停水、停电应急预案、客人生病或发生意外事故
4、进一步提高保洁员工的工作效率和工作质量，精益求精，加强监督检查力度。对保洁人员进行主动服务意识培训，调整员工思想，鼓励员工养成主动自查的习惯，学会发现问题、解决问题，与客人交流时做到自然、亲切，既能主动周到，随时提供客人所需，又不过分热情或做作，让客人觉得不适。同时，充分发挥领班、小组长的基层管理作用，以身作则，以点带面，勤做、勤查、勤汇报、勤传达、勤改进，循序渐进，逐步提高。保洁具体业务上，下半年争取对外围、大堂、B2餐厅等公共区域加大管理力度，以改进因人员活动频繁、外界因素等导致的保洁难度大的问题。在工作内容上，下期工作将对各岗位工作进行量化，合理分配，并加强检查监督管理；
5、加强对地毯、墙纸、家具等成品采取措施进行保护。在节约水电、一次性耗品等的同时，对设备设施的爱护、保养也是节能的侧面体现。教育员工平日爱惜保护设备设施，勤检查，发现问题及时报修，有效制止损坏设备设施的行为，维修时也注意提醒施工人员避免带来新的维修项目，也可采取控制客房洗地毯次数，控制保洁液体的配比浓度等方面来保护成品。
以上是我部门0*年的工作总结及07年工作计划重点概述。只有善于计划，工作才能按部就班、有条不紊地开展，只有善于总结，发现不足，工作绩效才能良性循环。我部门相信，在各位领导的正确带领下，在全体员工的共同努力下，房务部工作一定能再上新台阶！
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