1、客務專業術語住宿業Lodging industry住宿accommodation客房部Room Division民宿 (B&B)Bed & Breakfast飯店大廳lobby櫃臺front desk接客廳、休息室lounge電梯elevator中庭courtyard走廊Corridor (Gallery)內向房間inside room外向房間outside room陽臺balcony向外凸出的窗門bay window閣樓套房penthouse有屋內庭院的房間Lanai公共區域Public Area (P/A)溫泉池Spa 總經理 (GM)General manage

2、r房務部 (HK)Housekeeping department連通客房Connecting room轉角套房Corner suite總統套房Presidential suite特級套房Superior suite豪華套房Deluxe suite商務套房Executive suite標準套房Standard suite商務樓層Executive floor非吸煙樓層Non-smoking floor請勿吸煙Non-smoking單人單床房Single bed room大床Queen-size bed雙人單床房Double bed room特大床King-size bed雙人雙床房Twin-be

3、d room三人房Triple room四人房Twin double room和室房Japanese room殘障人士設備Disabled facilities殘障房Handicapped room客人說不需清理房間No Service request  (NSR)請勿打攪(DND)Do not disturb樓層指示燈Floor indicator標準作業程序(SOP)Standard operation procedure樓層總鑰匙FMK樓層總鑰匙Floor master key全館通用鑰匙GMK全館通用鑰匙General master key服務中心Bell service服務

4、中心領班Bell captain歐式服務中心Concierge  (CNG)行李員Bellman失物招領 (L&F)lost & found吊牌Tag鋪床 (做床)Make bed夜床服務Turndown service付費電視Pay-per-view不需夜床服務(NNS)No night service 餐飲部F & B department餐飲 (F & B)Food and Beverage客房餐飲服務R/S (Room service)租車Rental car住宿券 (VHR)Voucher餐券 (CPN)coupon迎賓飲料券Wel

5、come drink coupon抱怨complaint簽約公司服務(EBS)Executive business service 大廳副理Duty manager免稅商店Duty free shop值勤中On duty登記Registration接待Reception接待員Receptionist通用鑰匙Master key鑰匙牌key tag鑰匙投遞箱key box drop簽證Visa出納員Cashier房價room rate帳單bill平日房價Weekday rate周末房價Weekend rate貴重物品valuables保險箱safety box夜間稽核Night audit夜間值

6、勤Night duty簡介brochure歡迎函Welcome letter 訂房reservation確認confirmation接機Pick up時差time differenceARR抵達arrival抵達EA提早抵達early arrival提早抵達DEP離開 (departure)Registration card房客登記卡C/I進房check in進房W/I自行遷入walk in自行遷入女性、女用female男性、男用malePAX人數 (persons)room assignment派（排）房D/I今日預計住房due in今日預計住房Occupancy住房率Day ou

7、t預定當天退房C/O退房check out退房LC/O延時退房late check-out延時退房closed dates客滿 (全被訂滿)Fully booked客滿Stay over續住OCC續住房 (occupied)cut out time保留訂房至6:00pmkeep room暫時保留房NS未進房 (no show)relet未清理房間即進房住房率 (ROP)Room occupancy percentageVCR昨天未出租空房，今已check正常Let Room已檢查之乾淨的續住房Let Room, DND打掃過續住房DND無法檢查Let Room, guest back打掃過續住

8、房，檢查時客人回來Let Room, guest in room打掃過續住房，檢查時客人在U/G升等 (upgrade)C/R換房 (change room)on-change房間更換或打掃中OK room完成房(vacant and ready)V空房 (vacancy)OCC續住房 (Occupied)OS維修中的房間(out of service)OOO故障房 (out-of-order)CXL取消訂房 (cancellation)deposit預付訂金保證訂房(GTD)guaranteed booking已訂房未C/I No Show (N/S)SO (sleep out)未回來過夜

9、(外宿)Day use (D/U)白天使用房間不過夜Walking guest缺房間，被安排至他飯店之客人PP延期 (postpone)確認訂房Confirmed booking訂房確認單Confirmation slipoverbooking超額訂房reinstate取消的訂房再恢復 公司團體價corporate rate公司付帳 (BTC)bill to co.信用卡 (C/C)Credit card旅行支票 (T/C)Travelers checkguest ledger房客帳gross price包括傭金的房價charge voucher對帳單延遲帳 (L/C)late ch

10、argebad account壞帳Money order匯票帳單folio櫃臺出納 (FDC)F/D cashierForeign exchange外幣兌換posting入帳city ledger外帳 (T/S或簽約公司簽帳)chit傳票 (房客C/O時付款用)IOU簽帳單commission傭金incidental charge團客中私人雜費(ex電話費)Supplementary fees追加費用團體旅客 (GIT)Group inclusive tourist團體價Group rate團體簽認單Group calculation sheet團體房號名單Group rooming list

11、房價Tariff信用卡授權碼Approval codePaid already已付帳Paid for advance已預付帳黑名單Black list跑帳者skipperW/O跑帳(walk out)souvenir紀念品COMP招待房 (complimentary)H/U內部使用(house use)簡便行李 (LB)light baggage未帶行李 (NB)no baggageFOC免費招待hotel coupon旅館住宿券國內散客 (DIT)Domestic individual tourist國外散客 (FIT)Foreign individual touristreturn gue

12、st(再度光臨的)舊顧客on waiting候補house count本日已出租的房間數Room count本日尚未租出的房間數Room status report房間狀況報告表Room to rent房間可以賣的總數 總機Operator緊急廣播Emergency paging房號分配表Rooming list電話分機 (EXT)extensionwake-up call叫醒電話morning call晨間喚醒電話 (M/C)外線來話incoming call長途電話long distance callIDD國際長途電話直撥intl direct dialing國際長途電話直撥叫人電話person to person callstation to station call叫號電話免費服務電話T