酒店书英文术语大全
一、星级酒店员工英语手册
Contents
目 录
Part One Elementary English
公共英语
Ⅰ Courtesy Service English 礼仪英语………………………01
Ⅰ Hotel Facilities 酒店设施…………………………………03
Ⅰ Situational Responses 情景应答…………………………..04
Part Two Service English For Each Department
部门岗位英语
1、Front Office 前厅……………………………………………..07
2、F＆B 餐饮部………………………………………………….11
Ⅰ Chinese Restaurant 中餐…………………………………………………….. 11
Ⅰ Italian Restaurant＆Teppanyaki 意餐及铁餐..……………………………….13
Ⅰ The Bar 酒吧…………………………………………………………………..15
Ⅰ Key Words 重要单词………………………………………………………….18
3、Housekeeping 管家部…………………………………………22
4、The Spa＆Health Club 桑拿及健康中心…………………….26
Part Three Departments And Positions
酒店部门和职位名称
一、 Courtesy Service English 礼仪英语
Ⅰ欢迎和问候语 Greetings
1. Good morning (afternoon, evening), sir (madam).早上（下午、晚上）好，先生（夫
人）
2. How do you do? 您好！（初次见面）
How do you do? 您好！
Glad to meet you. 很高兴见到您。
3. How are you? 您好吗？
Fine, thanks. And you? 好的，谢谢，您呢？
4. Welcome to our hotel (restaurant). 欢迎到我们酒店（餐厅）来。
5. Wish you a most pleasant stay in our hotel.愿您在我们酒店过得愉快.(客人刚入店
时)
6. I hope you will enjoy your stay with us. 希望您在我们酒店过得愉快。（客人在酒
店逗留期间）
7. Have a good time! 祝您过得愉快！
Ⅰ电话用语 Terms of Telephone
8. Good morning, Front Desk. Can I help you? 早上好， 前厅。请问有什么可以帮到
您的？
9. Sorry, I’ve dialed the wrong number. 对不起，我拨错号了。
10. Please press 9 first and when you hear the dialing tone, press the number you want. 请
先拨 9，听到拨号音后再拨您所要的号码。
11. Hold on ,please. 请稍等。
12. Sorry. He is not in at the moment. 对不起，他现在不在。
Would you like to leave a message? 您要留口信吗？
13. Would you repeat that, please? 对不起，请再说一遍好吗？
I beg your pardon? 对不起，请再说一遍好吗？
Ⅰ祝贺语 Congratulations
14. Congratulations! 祝贺您!
15. Happy birthday! 生日快乐!
16. Happy New Year! 新年快乐!
17. Merry Christmas! 圣诞快乐!
18. Have a nice holiday! 节日快乐!
19. Wish you every success! 祝您成功!
Ⅰ答谢和应答语 Thanks and Responses
20. Thank you (very much). 谢谢您（非常感谢）。
21. Thank you for your advice (information, help). 感谢您的忠告（信息、帮助）。
22. It’s very kind of you. 您真客气。
23. You are welcome. 不用谢。
24. Not at all. 不用谢。
Don’t mention it. 不用谢。
25. It’s my pleasure. 非常高兴为您服务。
I’m glad that I can help.很高兴能帮到您。
26. I’m always at your service. 乐意为您效劳。
27. Thank you for staying in our hotel. 感谢您在我们酒店下榻。
Ⅰ道歉语 Apologies
28. I’m sorry. 很抱歉。
29. Excuse me. 对不起。
30. I’m sorry. It’s my fault. 很抱歉，那是我的过错。
31. Sorry to have kept you waiting. 对不起，让您久等了。
32. Sorry to interrupt you. 对不起，打扰您了。
33. I’m sorry about this. 我对此表示抱歉。
34. I do apologize for this. 我为此道歉。
35. Let’s forget it. 算了吧。
Ⅰ征询与应答语 Requests & Responses
36. Can (May) I help you?/ What can I do for you?我能为您做什么？
37. May I have your name? 能告诉我您的名字吗？
38. Just a moment, please. 请稍等一下。
39. I see. 我明白了。
40. All right. 好的。
41. That’s fine. 好极了。
42. Yes, of course./ Certainly./Sure. 当然可以。
Ⅰ指路用语 Giving Directions
43. It’s on the second (third) floor. 在二（三）楼。
44. Turn left/right. 往左/右转。
45. This way, please. 请这边走。
46. I’ll show you the way. 我带您走。
47. It’s at the end of the corridor. 在走廊尽头。
48. It’s in the lobby near the main entrance.. 在大厅靠近大门。
Ⅰ提醒用语 Remind Terms
49. Mind (Watch) your step. 请走好。
50. Please be careful. 请当心。
51. Don’t worry. 别担心。
52. Take it easy. 放心好了。
53. Please don’t leave anything behind.请别遗忘您的东西。
Ⅰ告别用语 Partings
54. Good-bye. 再见。
55. See you later.一会见。
56. Good night. 晚安。
57. Good-bye and hope to see you again. 再见，希望再见到您。
二、 酒店设施 Hotel facilities
酒店名称：XXX 大酒店
NAME：
酒店总机/Tel.：
酒店传真/Fax.：
邮编/. :
地址/Address:
网址/Website:
电子邮箱/
A 栋：Tower A
一楼/1F
菲菲酒廊 The Africa Deck
大堂副理 Assistant Manager
前台接待处 Reception Counter
商务中心 Business Center
礼宾部 Concierge
收银处 Cashier
商场 Boutique
意大利复合餐厅 Romanzo Italian Restaurant
二楼/ 2F
悦中餐厅 Yue Chinese Restaurant
三楼/3F
竹村日本料理 Takemura Japanese Restaurant
石坊铁板烧 Teppanyaki
四楼/4 F
健康中心 The Spa
桑拿及蒸汽浴： Sauna & Steam
游泳池 Swimming Pool
健身房 Gymnasium
五楼/5 F 及以上
客房 Guest Rooms & Suites
七、九楼/7、9F
无烟楼层 Non-smoking Floor
九楼 /9 F
仕女楼层 Ladies Floor
十楼 10F
总统套房 President Suite
B 栋: Tower B
一、二楼/1,2F
停车场 Parking Lot
三楼/3F
娱乐部 KTV
雪茄吧 Cigar Bar
四楼/4F
国际宴会厅 Banqueting Hall
五楼/5 F 及以上
客房 Guest Rooms & Suites
C 栋:Tower C
五楼/5 F
客房 Guest Rooms & Suites
六楼/6F
行政办公室 Executive Office
三、Situational Responses 情景应答
Ⅰ饭店员工必用词汇
Please. 请。
Excuse me. 对不起。
Pardon? 对不起，请您再说一遍好吗？
I’m very sorry. 非常抱歉。
Thank you. 谢谢。
Ⅰ听见或遇到对客人不利的事时：
I’m sorry to hear that. I hope you will get better soon. 听到这个我很遗憾，我希望您很快会
好起来。
I’m sorry to hear that. Take it easy today. 听到这个我很遗憾，今天您可别着急。
Ⅰ客人碰到意外时：
I hope you did not hurt yourself. 我希望您没有受伤。
Are you hurt? / Did you hurt yourself? 您伤着没有？
Ⅰ离开客人时：
Have a nice day. 祝您今天过得愉快。
Have a good weekend. 祝您周末快乐。
Ⅰ当客人要什么东西时：
Certainly, sir. If you can excuse me, I’ll fetch it. 好的，先生。如果您能允许我离开的话，我
去把它拿来。
Yes, sir. It’s no problem. 好的，先生。这不成问题。
Here you are, sir. 这儿就是，先生。
Just a moment, please, miss. I’ll go and get it right away. 小姐，请稍候片刻。 我马上给您
去拿来。
Immediately, madam. 夫人，我马上去拿来。
Sorry to have kept you waiting. 很抱歉让您久等了。
Ⅰ给客人让路时：
After you/ you first, madam/sir. 夫人/先生，您先请
Ⅰ推小车或提重物经过客人身旁时：
Excuse me, madam. 请原谅，夫人。
Could you please make way, madam? 可不可以请您让让路，夫人？
May I come through, please? 请问我可以穿过去吗？
通过之后：
Thank you, madam. 谢谢您，夫人。
Ⅰ上菜或斟酒时不得不向客人俯下身去或不得不在外宾面前通过时：
Excuse me, please. 请原谅。
偶然碰撞客人时：
I beg your pardon. 请您原谅。
◆当客人询问是不是可以拿某物时：
Certainly, sir/madam. Let me help you. 当然可以，先生。让我来帮您。
Yes, sir. Allow me. 是的，先生，请允许我来帮您。
Go ahead, please. You’re welcome. 请拿吧，您可以随意使用。
Take mine, madam. 请用我的，夫人。
Ⅰ看见客人在搬椅子等或需要帮助时：
Allow me, madam. 请允许我帮您，夫人。
Let me take that, sir. 让我来拿，先生。
Ⅰ当客人送东西给你时：
可以接受：
It’s very kind of you. I don’t know how to thank you properly. You really shouldn’t have.
您真好。我不知道怎样谢您才好。您真的不必那么客气。
婉言谢绝：
Thank you, but we are not allowed to drink on duty. 谢谢，不能。上班时我们不允许喝酒。
Thank you very much, but I can’t accept. 十分感谢，不过我不能接受。
Ⅰ当中断和客人的交谈时
Excuse me. I have to serve that guest. 请原谅，我得去照料那位客人。
I’m sorry, sir, I’ve got to go . Nice talking with you. 很抱歉，先生，我必须走啦。和您谈
话真令人愉快。
Will you excuse me, please? 抱歉。
Ⅰ当外宾对你解释什么事情时：
I see. 我明白。
Yes, I see. 是的，我明白。
如果同意他的话：
That’s true. 确实这样。
Yes, exactly. 完全如此。
如果对所听到的事感到意外：
Really? How interesting! 真的吗？多有趣。
Is that so? 是那样的吗？
Ⅰ当客人因为自己动作慢、手脚不灵或残疾而感到困窘时：
Please take your time, sir, There’s no hurry. 请慢慢来，先生。不用忙。
Don’t worry, madam. We’ll see to it. 不必担心，夫人。我们会料理的。
Don’t worry, sir. We’ll clean it up. 不必担心，先生。我们会把它收拾干净的。
Ⅰ当请客人签字，询问等而不得不打断他的谈话时：
Excuse me, sir. May I have your room number? 请原谅，先生，您的房间号码？
Excuse me for interrupting. 请原谅我打断您。
Would you spare me a few minutes, please? 我可以占用您一些时间吗？
May I speak to you for a moment, madam? 我可以和您谈一会儿话吗，夫人？
Would you please sign this? 请您在这里签字好吗？
Ⅰ当人手短缺而外宾需要服务时：
I’ll be with you in a moment, sir. 我一会儿就来招呼您，先生。
I’m sorry, but I have to take each guest by turn, sir. 很抱歉,我得按先后次序为顾客服务,先生。
I’ll be with you as soon as possible. 我将尽快来为您服务。
Ⅰ当客人提出批评时或投诉时
Thank you for telling us, madam. It won’t happen again. Please accept our apologies. I will let
our manager know.
谢谢您告诉我们，夫人。这种事不会再发生。请接受我们的道歉。我会把这件事向我们
经理报告的。
I’m really sorry， I’ll look into the matter right away. It won’t happen next time.很抱歉，我将
立刻调查这件事，下次不会再发生了。
Ⅰ领路的时候：
Please follow me , sir . 先生，请跟我来。
Would you please come this way? It’s along here. 请您这边走，好吗？那是在这儿。
如果客人有跌倒的危险：
Mind(Watch) your step, sir. 请当心，先生/走路小心，先生。
May I suggest you hold the rail? It’s very slippery, sir. 请您扶好扶手。这儿很滑，先生。
当领客人到目的地时：
Here we are, Room 1506. 1506 号房间到啦。
Ⅰ当服务完离开客人的房间或餐桌时：
Will that be all, madam and sir? 就这些吗，夫人，先生。
Is there anything else I can do for you? 我还能为您做些别的什么东西？
四 、World Popular Holidays And Festivals 中外流行节假日
New Year 儿童节（6 月 1 日）
元旦（1 月 1 日） Father’s Day
Chinese Spring Festival/Luna New Year 父亲节（每年 6 月的第
春节（正月初一至十五） 三个星期日）
Valentine’s Day Dragon Boat Festival
情人节（2 月 14 日） 端午节（农历 5 月 5 日）
Festival of Lanterns Chinese Valentine
元宵节、灯节（农历正月十五） 七夕（农历七月初七）
International Women’s Day Mid-Autumn Festival
国际妇女节（3 月 8 日） 中秋节（农历 8 月 15 日）
April Fools’ Day Halloween
愚人节（4 月 1 日） 万圣节前夕（10 月 30 日）
May Day Allhallowmas
国际劳动节（5 月 1 日） 万圣节、鬼节（10 月 31 日）
Mother’s Day Easter Sunday
母亲节（每年 5 月的第二个星期日） 复活节(3 月 21 日或该日后月
Children’s Day 圆以后第一个星期日)
Thanksgiving
感恩节（11 月的第四个星期四）
Christmas Eve
圣诞节前夕、平安夜（12 月 24 日）
Christmas
圣诞节（12 月 25 日）
Boxing Day
节礼日（圣诞节次日，圣诞节后的第一个工
作日）
各部门常用服务英语
PARTⅠService English for Each Department
Ⅰ前厅部常用词汇
Key Words：
lobby 大堂 settle the bill 结算
receptionist 前台接待员 credit card 信用卡
concierge 礼宾部 available 可用的，存在的
business center 商务中心 reserve v.预订
assistant manager 大堂副理 cancel v.取消
operator 接线员 date 日期
bellboy 行李生 departure time 离开时间
door boy/girl 门童/门女 trolley cart 行李车
check in 入住 luggage room 行李房
check out 退房 luggage tag/label 行李标签
extend v.续住 a piece of 一件（行李）
market price 市价 safe 保险箱
tariff 房价表 valuables 贵重物品
special rate 优惠价 luxurious 豪华的
be fully booked 预订客满 suitcase 箱子
40 percent discount 六折 trunk 汽车尾部行李箱
high/off season 旺/淡季 twin 两张单人床间
single room 单人间 taxi 的士
suite 套房 put/leave the luggage
president suite 总统套房 存放行李
vacant/vacancy 空房 claim/pick luggage 取行李
identification card 身份证 transfer 转移
passport 护照 pack v. n.包装
registration form 登记表 city center 市中心
deposit 押金 flight number 航班号
voucher 凭证单，优惠券 round trip ticket 往返票
invoice 发票 fax 传真
cheque 支票 copy 复印
sign 签字 translate/interpret 翻译
fill in the form 填写表格 original mail 平信
arrange v.安排 cash 现金
exchange rate 汇率 EMS(Express Mail Service)
cashier’s desk 兑换处 postcard 明信片
VIP 贵宾 walk in guest 散客
long stay 长住 receipt 收据
nationality 国籍 registered mail 挂号信
no show 未到 receiver 听筒
business card 名片 internal line 内线
service charge clerk 文员
服务费 outside call 外线
procedure fee 手续费 local call 市内电话
extra key 备用钥匙 long-distance call 长途电话 IDC
National Direct Call 国内直拨 connection 接通
bill 帐单 the line is busy 电话忙
IDD International Direct Call no body answer 无人接听
国际直拨 telephone directory 电话薄
prefix 010 国际电话代号 replace the phone 挂上电话
hold on 别挂电话 leave message 留言
connection is bad post code 区号
听不清 walk -in guest 散客
pay phone 公用电话
Ⅰ前厅服务英语
Service English For Front office
1. Good morning, Reservation, may I help you? 早上好，客房预订部，可以为您效劳吗？
2. May I have your name and telephone number? 能告诉我您的名字和电话吗？
3. May I know your arrival and departure date? 请问您打算住多久呢？
4. What kind of room would you prefer? 您想要什么样的房间呢？
5. How many rooms do you need? 您需要几间呢？
6. How many guests do you have ? 您一行共有多少位客人呢？
7. When would you expect to arrive? 您什么时候能到呢？
8. Hold on, please. I’ll check our room availability for those days.请别挂断,我查一下那几天有
没有空房。
9. I’m sorry, but we have no deluxe room available for those days, but we can offer you
Executive Suit.很抱歉恐怕那几天没有豪华间了，但我们还有行政套房。
10. We will do our best to book you into deluxe room. 我们尽量为您订豪华间。
11. The daily rate of the deluxe room is RMB780 with 10% service charge.豪华客房的价格是人
民币 780 元加 10%的服务费。
12. We offer special rates for your company, sir. For all type of rooms there is a 50% discount. 我
们为贵公司提供房价五折优惠。
13. How would you like to guarantee your reservation? 您想怎样担保您的预订呢？
14. Would you like us to arrange a car to pick up you at the airport? 需要我们派车去机场接您吗？
15. I will connect you with the Concierge.我帮您转接礼宾部。
16. May I confirm the reservation, sir? A Elite room from May26th to 29th. Am I right? 先生，确
认一下您的预约好吗？一间 5 月 26 日至 29 日的雅致客房，对吗？
17. We will extend the reservation(make the cancellation/the correction/the change )for you.谢谢
您，我们会为您延长（取消/改正/变更）
18. Do you have a reservation with us, sir? 请问您有没有预订，先生？
19. I’m very sorry, our rooms are fully booked today .May I introduce a hotel nearby for you? 很
抱歉，今天客房全部满了，为您介绍附近的酒店好吗？
20. Just moment, please, I’ll check our reservation record.请稍等，我查一下预约记录。
21. Yes sir. I have your reservation right here, we are expecting you. 对的，先生。您的预订在
这儿，我们正等候您的光临。
22. Could I see your passports/ID card, sir? 先生，请出示您的护照/身份证好吗？
23. Would you please fill in the registration card? 请填写这张登记卡好吗？
24. Would you please pay RMB1000 for deposit？请付人民币 1000 元做押金。
25. Here’s your room key to 908 and room card, please keep them. Your room is on the 9th floor;
the bellboy will show you up. Enjoy your stay, sir.这是您的 908 号房间钥匙和房卡。您的房
间在 9 楼，行李生会领您上去的。希望您过得愉快，先生。
26. Good morning, may I have your room number please? 早上好，请问您的房间号码？
27. Mr. Scout, did you consume anything in your Mini bar? 斯格特先生,您消费过迷你吧吗？
28. How would you like to settle your bill? 您选择怎样的付账方式呢？
29. May I take a print of your card? 我能刷一下您的卡吗？
30. Mr. Scout, here is your bill, Please check it. 斯格特先生，这是您的账单，请复核。
31. This figure here accounts for the room service that you used yesterday. 这个数字是您昨天消
费客房送餐的费用。
32. Here is your deposit receipt, please keep it with you during you stay with us and present this
receipt upon you check out for settlement. 这是您的押金收据，请保存好，结帐时请出示
此收据。
33. It comes to 900RMB at today’s exchange rate. 根据今天的汇率一共是 900 人民币。
34. Do you have luggage in the trunk? 行李箱里有没有行李呢？
35. May I help you with your luggage, sir? 先生，需要我帮您拿行李吗？
36. I will show you to your room. This way, please.我带您到您的房间去，请跟我来。
37. How many pieces of luggage do you have? 您有几件行李呢？
38. Is this all your luggage? 这是您的所有行李吗？
39. I’m sorry , we can't accept perishable goods. 对不起，我们不寄存易腐坏的物品。
40. Altogether 3 suitcases and 2 handbags, is that right? 一共是 3 个箱子，2 个手提包，对吗？
41. Is there anything valuable or breakable in your bag? 您包里有贵重或易碎物品吗？
42. There is a safe in each guest room.每间房都有保险箱。
43. Just a moment, please. I’ll get a cart.请稍等，我去拿行李车。
44. This is your claim tag, sir.这是您的取物条，先生。
45. Your bags can be picked up from the Bell Captain’s desk.您可以到服务台领取行李。
46. After you, sir. 您先请，先生。
47. Going up/down to which floor, sir? 去哪一层楼呢，先生？
48. This is your room, sir. 这是您的房间，先生。
49. May I put your bags here, sir? 我可以把行李放在这里吗，先生？
50. May I arrange a car for you? 为您叫辆车好吗？
51. Please wait for a moment, I’ll put through with you.请稍等，我马上为您转接。
52. I’ll connect you with the Front Desk. 我为您转接前台。
53. I’m sorry, the line is busy, please call back later.对不起，对方电话无法接通，请稍后再拨。
54. The line was bad/noisy. 线路故障/有杂音。
55. Please dial 9 before the country code and then the area code and then the number. 请先拨 9
再拨国家号和地区号，最后拨电话号码。
56. For room-to -room calls , please dial 8 first and then room number. 如要客房拨打客房，请
拨 8 加房间号码。
57. You may call directly from your room, sir.先生，您可以直接由客房打出去。
58. The country codes are listed in the service directory in you room. 您房间的服务指南中列有
国家代码。
59. Would you please be louder? I can’t hear you clearly. 请大声点好吗？我听不清楚您的声音
60. Who are you calling? 请问您要找谁？
61. I’m afraid there is no body answer. Would you like to leave a message? 没人接听电话，您要
留话吗？
62. Could you repeat that? 请再说一次好吗？
63. Could you speak more slowly? 请说慢一点好吗？
64. I’m sorry to have kept you waiting. 抱歉让您久等了。
65. At what time shall we call you? 我们该什么时候叫您呢？（叫早）
66. Thanks for your calling, good bye.谢谢您的来电，再见。
67. Please leave your room number and we will send the fax up to your room as soon as we get it.
请留下您的房号，一旦传真收到我们马上为您送上去。
68. We have comprehensive communication facilities and secretarial assistance.我们提供综合性
的商务设备和秘书服务。
69. May I have the fax number? 能告诉我传真号吗？
70. The fee is 5yuan per page for a local fax. 本地传真 5 元一页。
71. It costs 10yuan .这个 10 元钱。
72. They are all first—class goods. 这些都是一等品。
73. Is there anything else you are interested in? 您还想买点别的吗？
74. It’s very fragile, please handle with care. Don’t put it upside down.它是易碎物品，请小心
轻放，不要倒放。
中餐常用服务用语
Service English For F＆B (Chinese Restaurant)
◆ 预订 Accepting Reservation
1. How many people do you have , please? 您一行有多少人呢？
2. For what time? 您要订几点的位子呢?
3. May I have your name and telephone number? 能告诉我您的名字及电话吗？
4. We’ll hold the table for 15 minutes. 我们为您保留桌子 15 分钟。
5. We look forward to seeing you. 我们期盼您的光临。
◆ 客满 Fully Booked
1. I’m sorry, sir, we don’t have any table left for 8:00 tonight. 抱歉，我们八点钟没位子。
2. We are fully booked until next Monday. 下个星期一之前位子都订满了。
3. I’ll call you when there is a free table. 一有位子我们将尽快通知您。
◆ 迎客&引客 Seating The Guests
1. Good evening, sir. Welcome to Yue Chinese restaurant. 晚上好欢迎光临悦中餐厅。
2. Do you have a reservation? 请问您预订了吗？
3. Sorry, the restaurant is full now, could you wait for a moment? 对不起，现在餐厅客满了，
请稍等。
4. This way, please. 这边请。
5. Be careful of the steps/slippery floor. 小心台阶/地滑。
6. Would you like to sit here? 坐这里好吗？
7. How about this table? 坐这里怎样？
8. You can sit where you like. 您可以随便坐。
9. I’m sorry, his table is reserved. 对不起，这张桌子有人订了。
10. Can I get a high chair for the baby? 我能摆一张婴儿椅吗？
11. Here is the menu. 给您菜单。
◆ 点单 Taking Order
1. Excuse me, sir, are you ready to order?/May I take your order? 先生，打扰一下，现在可以
点菜了吗？
2. Please take your time, I’ll be back to take your order. 请慢慢看，我回头为您点餐。
3. What kind of tea would you like? We have Longjing, puer tea, Jasmine tea Tieguanyin and
so on. 您要喝什么茶呢？我们有龙井茶，普洱茶，茉莉花茶，铁观音等。
4. Would you like something to drink? 您想喝点什么呢？
5. I’m afraid it will take some time for this dish, about 25 minutes. Do you mind waiting a little
bit longer? 恐怕这道菜要等 25 分钟，您介意吗？
6. Your dishes will sent to you in 15 minutes. 您的点菜 15 分钟后上桌。
7. I’m very sorry, Roast Duck is sold out now 对不起，片皮鸭暂时售完了。
8. What else would you like? 请问还需要什么吗?
9. Would you like some soup? 要不要来点什么汤？
10. Would you like some dessert? 要来点甜点吗？
11. So, you have ordered …, is that right? 您点了……，对吗？
12. May I repeat your order? 我能重复一下您点的菜吗？
13. We are glad to make it for you. But I have to ask the chef if we have the materials. 我们很乐
意为您做这个菜式，但我必须要问一问我们厨师有没有材料。
14. Please enjoy your meal. 请慢用
◆ 点单建议 Making Recommendation
’s special is… 今天的特色菜有……
I suggest the Roast Crispy Chicken? It's our chef recommendation. 我能推荐披海悦脆皮
鸡吗？那是我们大厨的拿手菜。
’s delicious and worth a try. 它味道鲜美，值得一尝。
4 Roast Crispy Chicken is very popular in our restaurant.海悦脆皮鸡在我们餐厅非常受欢迎.
5. It’s very tasty. Would you like to try it? 这道菜非常可口，要不要尝尝？
not try some? 为什么不尝尝呢？
◆ 上菜 Serving The Dishes
1. Excuse me, sir, your dishes are ready, would you like it served now? 打扰一下，先生，您的
菜准备好了，现在可以上了吗？
2. This dish is very hot, please be careful. 这道菜很烫，小心。
3. Here is your soup.这是您点的汤。
4. It’s better using while hot.趁热吃比较好。
◆ 餐间服务 Service During The meal
1. Excuse me. 对不起,请让一让
2. Sorry to interrupt you. 打搅一下。
3. May I put the plate away? 我能把盘子收走吗？
4. Would you like it cooked a little longer? 要不要把它再煮一下？
5. Could you like some more red wine? 给您再添点红酒好吗？
◆ 结帐 Presenting The Bill
1. Here is your check/bill, sir. 这是您的帐单，先生。
2. How would you like to pay for it? 您想怎样结帐呢？
3. Would you like to pay together or separately? 请问您要分单呢还是一起付？
4. Please wait minute. I’ll be back with your changes and invoice.请稍等，我一会给您找零和发
票。
5. May I have your room number? 能告诉我您的房间号吗？
6. Will you please sign on the bill, sir? 先生，请在帐单上签字。
◆ 送客 Leave-Taking
1. Hope to see you again.期盼您的下次光临。
2. See you.再见
3. Thank you for your coming.谢谢您的光临。
4. I hope you have enjoyed your dinner.希望您吃得满意。
◆ 处理客人投诉 Handling the complains
1. I’m sorry, it's our fault. 对不起，这是我们的错。
2. I wan t to apologize, is there anything I could do? 对不起，我能做什么？
3. I’m sorry for giving you the wrong dish. I’ll change it immediately for you. 真的很抱歉上错
了，我马上替你换
4. I’m sorry to have kept you waiting. I’ll go to the kitchen to check 对不起让您久等了，我马
上到厨房查看
5. I’m sorry, I’ll call our manager. 对不起，我去叫我们经理来。
6. I assure you it won’t happen again. 我保证不会再发生了。
意餐及铁板烧常用服务用语
Service English For F＆B (Italian Restaurant＆Teppanyaki)
◆ 预订 Accepting Reservation
1. How many people in your party, please? 您一行有多少人呢？
2. For what time? 您要订几点的位子呢?
3. May I have your name and telephone number? 能告诉我您的名字及电话吗？
4. We’ll hold the table for 15 minutes. 我们为您保留桌子 15 分钟。
5. We look forward to seeing you. 我们期盼您的光临。
◆ 客满 Fully Booked
1. I’m sorry, sir, we don’t have any table left for 8:00 tonight. 抱歉，我们八点钟没位子。
2. We are fully booked until next Monday. 下个星期一之前位子都订满了。
3. I’ll call you when there is a free table. 一有位子我们将尽快通知您。
◆ 迎客&引客 Seating The Guests
1. Good evening, sir. Welcome to Italian restaurant/Teppanyaki. 晚上好欢迎光临意餐厅/铁板烧。
2. Do you have a reservation? 请问您预订了吗？
3. Sorry, the restaurant is full now, could you wait for a moment? 对不起，现在餐厅客满了，
请稍等。
4. Would you like smoking or non-smoking area? 您要坐吸烟区还是非吸烟区呢？
5. This way, please. 这边请。
6. Be careful of the steps/slippery floor. 小心台阶/地滑。
7. Would you like to sit here? 坐这里好吗？
8. How about this table? 坐这里怎样？
9. You can sit where you like. 您可以随便坐。
10. I’m sorry, this table is reserved. 对不起，这张桌子有人订了。
11. Can I get a high chair for the baby? 我能摆一张婴儿椅吗？
12. I’ll bring the menu. 我去拿菜单。
◆ 点单 Taking Order
1. Excuse me, sir, are you ready to order?/May I take your order? 先生，打扰一下，现在可以
点菜了吗？
2. Please take your time, I’ll be back to take your order. 请慢慢看，我回头为您点餐。
3. Would you like coffee or tea? 您要喝咖啡还是茶？
4. Would you like something to drink? 您想喝点什么呢？
5. I’m afraid it will take some time for this dish, about 25 minutes. Do you mind waiting a little
bit longer? 恐怕这道菜要等 25 分钟，您介意吗？
6. Your dishes will sent to you in 15 minutes. 您的点菜 15 分钟后上桌。
7. I’m very sorry, steak is sold out now 对不起，牛排暂时售完了。
8. How would you like your steak, rare, medium rare, medium, medium well or well done? 您想
您的牛排几成熟呢？
9. What kind of sauce would you like to go with your steak? 您的牛排要配什么汁酱呢？
10. Would you like some soup? 要不要来点什么汤？
11. What else would you like? 请问还需要什么吗?
12. Would you like some dessert? 要来点甜点吗？
13. So, you have ordered …, am I right? 您点了……，对吗？
14. May I repeat your order? 我能重复一下您点的菜吗？
15. We are glad to make it for you. But I have to ask the chef if we have the materials. 我们很乐
意为您做这个菜式，但我必须要问一问我们厨师有没有材料。
16. Please enjoy your meal. 请慢用
◆ 点单建议 Making Recommendation
’s special is… 今天的特色菜有……
I suggest the Pizza? It's our chef recommendation. 我能推荐披萨吗？那是我们大厨的拿
手菜。
’s delicious and worth a try. 它味道鲜美，值得一尝。
4.…is very popular in our restaurant.这道菜在我们餐厅非常受欢迎.
5. It’s very tasty. Would you like to try it? 这道菜非常可口，要不要尝尝？
not try some? 为什么不尝尝呢？
◆ 上菜 Serving The Dishes
1. Excuse me, sir, your dishes are ready, would you like it served now? 打扰一下，先生，您的
菜准备好了，现在可以上了吗？
2. This dish is very hot, please be careful. 这道菜很烫，小心。
3. Here is your soup.这是您点的汤。
4. It’s better using while hot.趁热吃比较好。
◆ 餐间服务 Service During The meal
1. Excuse me. 对不起,请让一让
2. Sorry to interrupt you. 打搅一下。
3. May I put the plate away? 我能把盘子收走吗？
4. Would you like it cooked a little longer? 要不要把它再煮一下？
5. Could you like some more red wine? 给您再添点红酒好吗？
◆ 结账 Presenting The Bill
1. Here is your check/bill, sir. 这是您的账单，先生。
2. How would you like to pay for it? 您想怎样结账呢？
3. Would you like to pay together or separately? 请问您要分单呢还是一起付？
4. Please wait minute. I’ll be back with your changes and invoice.请稍等，我一会给您找零和发票。
5. May I have your room number? 能告诉我您的房间号吗？
6. Will you please sign on the bill, sir? 先生，请在账单上签字。
◆ 送客 Leave-Taking
1. Hope to see you again.期盼您的下次光临。
2. See you.再见
3. Thank you for your coming.谢谢您的光临。
4. I hope you have enjoyed your dinner.希望您吃得满意。
◆ 处理客人投诉 Handling the complains
1. I’m sorry, it's our fault. 对不起，这是我们的错。
2. I wan t to apologize, is there anything I could do? 对不起，我能做什么？
3. I’m sorry for giving you the wrong dish. I’ll change it immediately for you. 真的很抱歉上错
了，我马上替你换
4. I’m sorry to have kept you waiting. I’ll go to the kitchen to check 对不起让您久等了，我马
上到厨房查看
5. I’m sorry, I’ll call our manager. 对不起，我去叫我们经理来。
6. I assure you it won’t happen again. 我保证不会再发生了。
◆ 客房送餐 Room service
1. Good morning, room service, Peter speaking can I help you? 早上好，送餐部,我是 Peter,能
帮到您什么吗？
2. May I have your room number? 能告诉我您的房间号吗？
3. Would you like anything else? 还需要别的吗？
4. Thank you for calling. 谢谢您的来电。
5. We’ll sent the dishes up to your room as soon as possible. 我们将尽快把点餐送上去。
6. Your dishes will be sent to you in 30 minutes. 我们将在 30 分钟内把点餐送上去。
7. Room service, may I come in ? 客房送餐，能进来吗？
8. Here is your meal. 这是您的点餐。
9. I’ll bring it at once. 我马上送来。
10. Enjoy your meal. 请慢用。
11. May I enter and take the tray, please? 我可以进来收餐吗？
12. If you have any requirements please dial 77 for room service. 如果您有什么要求，请拨 77
到送餐部。
酒吧常用英语
Service English For The Bar
见面招呼用语 Exchange Of Greetings
How are you today/ this evening, sir? 先生，今天还好吗？
Fine, thanks. 不错，谢谢。
Very well, thank you, and yourself, sir? 非常好，谢谢。您呢，先生？
It’s nice to see you again, sir. 先生，很高兴再次见到您。
Have a pleasant/ nice stay in hotel, sir. 先生，祝您在酒店住得愉快。
Good morning, welcome to our lobby lounge.早上好，欢迎光临大堂吧。
带位 Seating the Guests
A table for two? 请问是两位吗？
This way please! 这边请!
How about this table? 这张桌子怎么样？
How about the table near the stage / dancing floor? 坐在舞台(舞池)附近怎么样？
World you like this table?这张桌子怎样？
World you like to sit at the bar over there? 你喜欢坐在吧台吗？
Please take a seat.请坐。
点单 Taking Orders
Are you ready to order, sir? 您已经准备好点菜了吗，先生？
what would you like to drink? 你想喝点什么？
Here is our drink list / wine list. 这是酒水牌和葡萄酒牌。
How about the beer or whisky? 来点啤酒、威士忌怎么样？
What’s your prefer? 你喜欢哪一些？
We have …... Do you want to try? 我们这有……你想试试吗？
May I take your order now, sir? 我现在可以帮你下单吗？
◆如果听不清楚：
Pardon? 请原谅
Would you say it again? 请再说一遍好吗？
Would you mind repeating? 请再说一遍好吗？
I’m sorry ,I don’t understand. I’ll get our manager.对不起，我不明白，我去叫我们
经理来。
◆可以供应客人要求时：
Certainly, sir/ madam.好的，先生／女士
Yes, sir/ madam.是的，先生／女士
I’ll go and get it right away, sir/ madam.我马上去拿给您，先生／女士
◆不能供应客人要求时：
Sorry, we have run out of croissant today. 真对不起，今天牛角包已经卖完了
Sorry, I’m afraid we do not have tsing tao beer. 真对不起，我们没有青岛啤酒。
Do you mind changing your order? 请您改一下单好吗?
◆未能确定是否能供应客人要求时：
If you could wait a moment, sir/ madam, I’ll try to find out.先生，请您稍等一会，我去问
一下。
I’m sorry to have kept you waiting, I’m pleased to say we do have it.对不起，让您久等了。
很高兴告诉您我们有……
◆点完单后：
May I repeat your order ? 可以重复一下您的单吗？
Your order is … 您点的是……
Just a moment, please! 请稍等！
Key Words： Straight up 净饮 on the rock 加冰 with ice 加冰 without ice 不加冰
with water 加水
出品 Presenting
Excuse me! Here is your beer/coffee. 打扰了！这是你的啤酒（咖啡）。
Please enjoy your drink! 请享用！
Would you like anything else? 还需要些什么吗？
其他 Others
May I take this glass/bottle/chair away? 我可以拿走这个杯子（瓶子，椅子）吗？
One more round. 再要一轮
Would you like one more beer? 再要一杯啤酒吗？
结帐 Presenting The Bill
Just a moment, please, sir. 先生，请您稍等一下。
Here is your bill/check sir, totally is … Yuan 先生，这是您的账单。 一共是……元
Thank you sir, here is one hundred and thirty five yuan and seventy cents. 谢谢先生，您一共给
了 135 元 7 角
Please wait a moment, I will give you change.请您稍等，我会给您找钱。
Here’s your change, sir. 先生，这是找给您的钱。
Separate bill or one bill? 分单还是一张单？
Please sign the bill 请签单
Do you mind showing me your welcome card？请给我看一下您的住房卡，好吗？
送客 Leave-Taking
I hope you enjoy your stay here. 希望您在这过的愉快！
Have a good time! 过的愉快！
Have a nice day! 愉快的一天！
See you ! 再见！
I hope to see you again ! 希望再次光临！
Key Words：Pay in cash 付现金 use credit card 使用信用卡 room account 房帐
ASKING GUESTS QUESTIONS
向客人询问时
May I help you, sir? 先生，有什么可以帮到您？
May I know your room number, sir? 先生，可以告诉我您的房间号吗？
PRESENTING SOMETHING TO GUESTS
向客人展示东西时
Here’s your coffee, sir. 先生，这是您的咖啡，
Here’s our menu, sir. 先生，这是餐牌。
WORDS WHICH OPEN ALL DOORS
客人喜欢的字眼
Please 请
Thank you 谢谢
Excuse me 对不起
Pardon me 请原谅
INTRODUCING YOURSELF
介绍自己
My name is …. call me any time, I’m very glad to be of service. 我的名字叫……，请随时找我，
很高兴为您服务。
WHEN GUEST THANK YOU
当客人向你道谢时
It’s my pleasure. 这是我的荣幸。
You’re most welcome. 您太客气了。
ANSWERING A GUEST’S CALL
回答客人的呼唤
Yes, sir./ Certainly, sir. 是的，先生。
Just a moment, please, sir. 先生，请您稍等一下。
I’ll be with you in a moment, sir. 先生，我一会就过来。
Sorry to have kept you waiting, sir. 对不起，让您久等了。
WHEN GUEST APOLOGIZES BY SAYING“I AM SORRY”
当客人向你道歉时
That’s quite alright, sir. 没关系，先生。
Please don’t mention it. 没关系。
WHEN GUEST PASSES YOU BY SAYING: “EXCUSE ME”
让路给客人
I’m sorry, sir/ madam. 对不起，先生／女士。
May I go through? 我可以过去吗？
基本餐具名称
dinner knife 主菜刀
dinner fork 主菜叉
salad knife 色拉刀
salad fork 色拉叉
butter knife 面包刀
oyster fork 生蚝叉
soup spoon 汤匙
soda spoon 苏打勺
tea spoon 茶勺
service fork 自助餐
勺
ice tong 冰夹
plate, dish 盘子
dish 碟子
bowl 碗
platter 大浅盘
finger bowl 洗手指
碗
tray 托盘
water glass 水杯
egg cup 鸡蛋杯
beer mug 啤酒杯
wine glass 葡 萄 酒
杯
milk jug 奶罐
crust stand 调 味 品
架
sugar tongs 方糖夹
子
tea set 茶具
salt shaker 盐瓶
chopsticks 筷子
chopsticks stand 筷
子架
china spoon 瓷勺
toothpick 牙签
toothpick holder 牙
签盅
napkin 餐巾
ashtray 烟灰缸
menu-holder 菜单架
teapot 壶
candlestick 烛台
table cloth 桌布
silver ware 银器
sugar bowl 糖罐
bill folder 帐单夹
bread basket 面包篮
stirrer 搅棒
trolley 服务车
reserved card 留 座
卡
cake spade 蛋糕铲
straw 吸管
lemon squeezer 柠
檬夹
towel 毛巾
蔬菜类
green pepper 青椒
lettuce 生菜，莴笋
mustard 芥末
celery 芹菜
spinach 菠菜
rape 油菜
cabbage 卷心菜
French bean 豆角
cucumber 黄瓜
sponge guard 丝瓜
eggplant 茄子
radish 萝卜
amaranth 苋菜
bean sprouts 豆芽
White guard 冬瓜
Balsam pear 苦瓜
Mustard leaf 芥菜
Chinese onion 大葱
tomato 西红柿
garlic 大蒜
bamboo shoots 青笋
parsley 香菜
ginger 姜
mushroom 香菇
agarics 木耳
water chestnut 菱角
silver agarics 银耳
Chinese cabbage 大
白菜
carrot 胡萝卜
beet 甜菜
potherb 雪里红
pea 豌豆
bean curd 豆腐
broad bean 蚕豆
mung bean 绿豆
cowpea 豇豆
string bean 菜豆
soy bean 黄豆
garlic shoots 蒜苗
lotus root 藕
potato 土豆
green bean 扁豆
yam 山药
taro 芋头
stuffed pepper 泡椒
corn 玉米
broccoli 花椰菜
pumpkin 南瓜
marrow 葫芦
water spinach 空 心
菜
bitter melon 苦瓜
pickle 泡菜
水果类
orange 桔、橙
pear 梨子
strawberry 草莓
pineapple 菠萝
grape 葡萄
watermelon 西瓜
apple 苹果
peach 桃
apricot 杏子
lemon 柠檬
olive 橄榄
cherry 樱桃
mango 芒果
musk melon 香瓜
papaya 木瓜
coconut 椰子
banana 香蕉
plum 李子
prune 西梅
lychee 荔枝
longan 龙眼
jujube 枣子
Kivi fruit 奇异果
haw 山楂
lime 青柠
坚果类
peanut 花生
chestnut 栗子
walnut 核桃
hazelnut 榛子
almond 杏仁
melon seed 瓜子
cashew nut 腰果
raisins 葡萄干
prune 梅干
persimmon cake 柿
饼
popcorn 玉米花
preserved apple 苹
果干
水产类
abalone 鲍鱼
fish 鱼
crab 蟹
eel 鳗鱼
salmon 三文鱼
oyster 生蚝
carp 鲤鱼
shark’s fin 鱼翅
sea cucumber 海参
sardine 沙丁鱼
squid 乌贼
mandarin 桂鱼
shrimp 虾
lobster 龙虾
jelly fish 海蛰
sea weed 紫菜
snail 田螺
scallop 干贝
cuttle 墨鱼
cob 鳕鱼
sole 龙利鱼
turtle 甲鱼
prawn 明虾
tuna fish 吞拿鱼
pike 梭子鱼
sea perch 鲈鱼
red mullet 红乌鱼
whiting 白银鱼
herring 海令鱼
mackerel 鲭鱼
turbot 大型比目鱼
halibut 大型扁鱼
sturgeon 鲟鱼
shad fish 西鲱
pomfret 鲳鱼
grouper 石斑鱼
sable 黑貂鱼
sword fish 旗鱼
clam 蛤蜊
frog legs 田鸡腿
烹调术语
braise, steam 蒸
fry 油炸、油煎
sauté 炒，嫩煎的
grill, toast 烧、烤
bake 烘焙
stew 焖
boil 煮的
stir-fry 煎
smoke 熏的
basting 涂油烤的
seasoned 加调料佐
拌的
highly seasoned 味
重的
lightly seasoned 味
淡的
salted 盐腌的
minced 切成末的
pound 捣烂的
stable 陈腐的
crisp/short 脆的
sweet 甜的
salty 咸的
sour 酸的
bitter 苦的
hot 辣的
rich 味重、油腻
fishy 腥的
rare 生的
medium 适中的
well-done 很熟的
indigestible 不容易
消化的
tough 咬不动的
overdone 老的
burned 烧焦的
greasy 油腻的
oily 油腻的
flavour 风味、美味
the smell of mutton
骚味
cooked/ripe 熟的
simmered 煮半熟的
devilled 加 辣 味 烧
烤
steeped 浸泡的
refreshing 爽口的
in soybean sauce 酱
的，卤的
调味品
salt 盐
gourmet powder 味
精
sauce 酱油
ketchup 番茄酱、汁
cayenne pepper 辣
椒粉
vinegar 醋
red vinegar 红醋
white vinegar 白醋
edible oil 食用油
soybean oil 豆油
salad oil 色拉油
rape seed oil 菜籽油
olive oil 橄榄油
vegetable oil 植 物
油
sesame oil 芝麻油
chilly sauce 辣椒酱
butter 黄油
peppermint sauce 薄
荷汁
cinnamon 桂皮
clove 丁香
chilly 红辣椒
custard 芥末
gravy 肉烧汁
sugar 糖
white sugar 白糖
brown sugar 红糖
rock sugar 冰糖
cut sugar 方糖
honey 蜂蜜
magi sauce 牛肉汁
barbecue sauce 烧烤
汁
sesame seed 芝麻
ginger powder 浆汁
curry power 咖喱粉
mayonnaise 蛋黄酱
oyster oil 蚝油
black pepper 胡椒
spicy power 五香粉
wasabi 日式芥辣
syrup 糖浆
jam 果酱
Lee Perrins Sauce
李派林汁
Tobascco 美国辣椒
仔
1000 island dressing
千岛汁
French Dressing 法
汁
Italian dressing 意
大利汁
Oil vinegar 油醋汁
肉类
beef 牛肉
chicken 鸡
duck 鸭
lamb 小羊肉
mutton 羊肉
pork 猪肉
steak 牛排
ham 火腿
sausage 香肠
turkey 火鸡
salami 意大利风干
香肠
hot dog 热狗
饮料
aperitif 开胃酒
Champagne 香宾
wine 葡萄酒
Whiskey 威士忌
Beer 啤酒
Cocktail 鸡尾酒
Brandy 白兰地
Red wine 红酒
Milk 牛奶
White coffee 牛 奶
咖啡
Black coffee 清咖啡
Coca-cola 可口可乐
Seven-up 七喜
Sprite 雪碧
Mineral water 矿泉
水
Distilled water 蒸馏
水
Purified water 纯净
水
Soda water 苏打水
Shaoxing wine 绍兴
酒
Maotai 茅台
Tea 茶
Orange juice 橘 子
汁
Organic juice 生 机
果蔬汁
Black tea 红茶
Green tea 绿茶
西餐常见食品
pancake 烤薄饼
cookies 曲奇饼
sacher 沙架蛋糕
puff 泡夫
whole wheat bread
全麦面包
French roll 法式长
面包
Oat porridge 麦片粥
Yogurt 酸奶
Cheese 芝士
Salad 沙拉
Toast 吐司面包
Mousse 毛士
Sponge cake 海绵蛋
糕
Cream 奶油
Tiramisu 提拉米酥
Pasta 意大利面食
Spaghetti 意大利面
条
Macaroni 通心粉
Pizza 披萨饼
酒吧常见酒水
苏格兰威士忌
Scotch Whisky
J&B whisky 珍宝
Bell’s 金铃
Famous Grouse 威
雀
Johnnie Walk Red
Label 红牌
Chivas Royal Salute
皇家礼炮
Ballantines 12 Years
百龄坛
Johnnie Walk Black
Label 黑牌
Chivas Regal 芝 华
士
Bourbon Whisky 波
本
Jim Bean 占边
Jack Daniel’s 积 丹
尼斯
黑麦、纯麦及爱尔
兰威士忌
Rye, wheat &Irish
Whisky
Glenfiddich 格兰威
特
John Jameson 占 美
臣
Canadian Club 加拿
大俱乐部
杜松子酒 Gin
Gordon’s 歌顿
Beefeater 将军
Tanqueray 添加利
干邑 Cognac
Club de Remy
Martin 人头马特级
Martell Noblige 名
仕马爹利
Remy Martin
人头马
Hennessy
轩尼诗
Martell . 特 级
马爹利
Hennessy .轩尼
诗 .
Remy Martin .
人头马特级 .
Martell Cordon Bleu
蓝带马爹利
餐后甜酒 Liqueurs
Advocaat 鸡蛋白兰
地
Amaretto di
Saronno 杏仁甜酒
Bailey’s Irish Cream
忌廉甜酒
Cointreau 君度香橙
Cherry Brandy 樱桃
白兰地
Creme de Brandy 黑
加仑子酒
Kahlua 咖啡酒
peppermint 薄荷酒
Malibu 椰子酒
Melon liqueur 蜜 瓜
酒
鸡尾酒及特饮
Cocktail & special
drink
long island iced tea
长岛冰茶
bloody marry 血玛
莉
Fruity daiquiri 果香
得其利
Golden Margarita
金玛嘉列特
Dry Martini 干马天
尼
Old Fashioned 活色
天香
Screwdriver 渐入佳
境
oasis 绿洲
Pina Colada 椰林飘
香
Blue Hawaii 蓝色夏
威夷
Pink Lady 红 粉 佳
人
Others
其他
Mexico Beer 墨西
哥啤酒
Kirin 麒麟
Tropical Fruit Tea
花果茶
Mexican Coffee 墨
西哥咖啡
Irish Coffee 爱尔咖
啡
Espresso 意式特浓
咖啡
Latte 拿铁咖啡
Choices Tea 精选红
茶
注：. V.: very 非常 S: superior 出众的，高级的 O: old 陈久 P: pale 界
限，级别
: Extra Old 陈酿
管家部常用服务用语
Service English For Housekeeping
1. Good morning, Housekeeping, may I help you? 早上好，客房服务中心，有什么可以帮到
您的吗？
2. Housekeeping, may I come in? 客房服务员，我能进来吗？
3. May I clean your room now? 现在能打扫房间了吗？
4. Shall I come back later? 我稍后再来好吗？
5. When will be convenient, sir? 什么时候方便呢，先生？
6. When would you like your room to be cleaned? 您想什么时候能打扫房间呢？
7. We will come and clean your room at once. 我们马上来打扫房间。
8. May I turn down your bed? 我能为您开夜床吗？
9. Would you like me to draw the curtain for you? 为您拉上窗帘，好吗？
10. May I come in to add a bath towel? 我能进来补充一条浴巾吗？
11. May I replenish your mini Bar? 我能补充您的迷你吧吗？
12. Do you have laundry, sir? 先生，您有衣服要洗吗？
13. Is this for washing, sir? 这个要洗吗，先生？
14. Is this for pressing only? 这个只需要烫平吗？
15. When do you need your laundry back? 您什么时候需要您的衣服呢？
16. The laundry list is in the drawer. 洗衣单在抽屉里。
17. If your laundry is received before 2:00 PM, we will deliver it to your room by 6:00PM the
same day. 下午 2 点之前收走的衣服， 同日下午 6 点之前送回。
18. If your laundry is received after 2:00 PM, we will deliver it to your room by 6:00PM the next
day. 下午 2 点之后的衣服，次日下午 6 点之前送回。
19. We have express service, we deliver it within 4 hours at a 50% extra charge. 我们还有四小时
送回的加快洗衣，加收 50%的费用。
20. We can mend the cloth. 我们还可以缝补衣服。
21. We’ll manage to get rid of the stain, but we can’t guarantee. 我们尽力洗除这污渍，但不能
保证能洗掉。
22. Could you please fill out the laundry form?请填写洗衣单。
23. Would you adjust your laundry form, sir? 先生，重改您的洗衣单好吗？
24. Could you sign here? 在这里签名好吗？
25. If you need anything , please dial 72 for housekeeping.房务中心请拨 72。
26. We have hair dryer in each guest room. 每间客房都有吹风机。
27. It's free, sir. 先生，这是免费的。
28. That’s no trouble at all, sir. 先生，一点都不麻烦。
29. May I have your room number?能告诉我您的房间号吗？
30. I’ll bring it right away.我马上拿来。
31. I’ll send it at once.我马上送过去。
32. I’ll take it away at once. 我马上拿走。
33. I’m sorry to hear that, shall I call a doctor for you? 很遗憾听到这消息，要我帮您叫医生吗？
34. Take a rest, you’ll be fine soon. 好好休息您很快就会好的。
35. Are you feeling better now, sir? 先生，现在感觉好些了吗？
36. I hope you have a good night, sir. 晚安，先生。
37. We offer free shoes shining service, just put your shoes into the basket.我们提供免费擦鞋，
只需把鞋子放在篮子里。
38. What do you want to buy? 您想买什么呢？
39. According to the hotel policy, the damage must be paid for.根据酒店的规定，必须要赔偿损
坏物品。
40. May I check you room, sir? 我能检查一下您的房间吗，先生？
41. May I have a look at it? 我能看一下吗？
42. I’m sorry , an engineer will come to check it immediately. ，抱歉，维修员马上过来检查了。
43. Please don’t worry, I’ll send someone up to you room right away. 别担心，我马上派人上去。
44. I’m sorry , we can’t fix it today. 不好意思，我们今天无法修好。
45. Thank you for your comments, sir. 先生，谢谢您的建议。
46. I’m sorry, sir, I can answer you only after asking our manager. 对不起先生，我必须先去问
问我们经理才能答复您。
47. I’m sorry, I don’t understand, I’ll get you the manager. 对不起，我听不懂，我去叫经理来。
48. I’m sorry, I don’t understand, could you please show me? 对不起，我不是很明白，您可以
指给我看吗？
49. We’ll check into it right away. 我们将马上处理这件事。
50. I’m sorry about that , we have just run out. 真是抱歉，我们刚好把东西全借出去了。
客房设施名称
Room Furnishings and Amenities
TV set 电视机
TV cabinet 电视柜
Mini bar 迷你吧
Safe 保险箱
Fax machine 传真机
ADSL Internet access 宽带网接口
Mattress 床垫
Sofa 沙发
Carpet 地毯
bedside table 床头柜
Bedside lamp 床头灯
Dressing table 梳妆台
Wardrobe 衣橱
Guest service directory 客房服务指南、
Stationary 文具
Clothes hanger 衣架
Telephone 电话
Shoe basket 鞋篮
Coffee cup 咖啡杯子
Glass 玻璃杯
Coffee bag 咖啡袋
Tea bag 茶包
Sugar bag 糖袋
Spoon 勺子
Envelop 信封
Room service menu 送餐菜单
Laundry list and bags 洗衣单/袋
Sewing kit 针线包
Movie program 节目单
Electric kettle 电开水壶
Pillow 枕头
Bed sheets 床单
Pillow case 枕头罩
Bedspread 床罩
Curtain 窗帘
Bathtub 浴缸
Bath towel 浴巾
Hand towel 手巾
Face towel 面巾
Mirror 镜子
Tap 水龙头
Toilet bowl 抽水马桶
Ashtray 烟灰缸
Bathrobe 浴袍
Tissue 纸巾
Body lotion 润肤露
Bath form 沐浴液
Shampoo 洗发水
Toilet soap 香皂
Cotton swab 棉棒
Cotton ball container 棉球缸
Cotton ball 棉球
Shower head 喷头
Hand basin 洗手盆
Toilet roll 卫生纸
Hand rail 扶手
Match 火柴
Slipper 拖鞋
Toothpaste 牙膏
Toothbrush 牙刷
Comb 梳子
Shower cap 浴帽
Hair dryer 吹风机
Sponge 丝瓜浴布
Mineral water 矿泉水
Rubber band 橡筋
Hair conditioner 护发素
weight scale 体重磅
waste bin 垃圾篓
memo pad 便笺
remote control 遥控器
newspaper 报纸
DND do not disturb 请勿打扰
NNS no need service 不需服务
Make Up The Room 做房
snack 点心
window 窗户
drawer 抽屉
table lamp 台灯
standing lamp 落地灯
magazine 杂志
cup noodle 杯面
mobile phone charger 手机充电器
electric shaver 电动剃须刀
razor 须刨
refrigerator 冰箱
potted plant 盆栽
plug 万能插座 TV cabinet 电视柜
Umbrella 雨伞
Fruit 水果
Fork 叉
Fruit knife 水果刀
Shoes brush 鞋刷
Shoe horn 鞋拔
detergent 洗衣粉
wall lamp 壁灯
dry flower 干花
sanitary bag 卫生袋
sanitary cotton 卫生棉
dental floss 牙线
dressing cotton 化妆棉
vanity kit 护理套装
jelly gel eucalyptus 者哩水
chocolate 巧克力
iron 烫斗
shoes shine clothes 擦鞋布
vacuum 吸尘器
guest questionnaire 客人意见征询表
bottle opener 开瓶器
teapot 茶壶
fax paper 传真纸
flashlight 手电筒
NB no baggage 无行李
LB light baggage 小行李
HB heavy baggage 大行李
Water heater 热水器
local map 本地地图
stapler 订书机
stapler clip 订书针
pencil 铅笔
alarm clock 闹钟
cloakroom 衣帽间
air conditioner 空调
extra bed 加床
battery 电池
heater 暖炉
iron/iron board 烫斗/板
green tea 绿茶
black tea 红茶
jasmine tea 花茶
bulb 灯泡 check in 入住
check out 退房
SO sleep out 外宿
OU occupied 续住房
Out of order 封房
Out of service 封房
Transformer 变压器
pantry 工作间
night light 夜灯
mural 壁画
staircase 楼梯间
baby cot 婴儿床
running water 自来水
exit 安全出口
trolley 工作车
spy hole 猫眼
vase 花瓶
executive floor 行政楼层
executive lounge 行政酒廊
lobby 大堂
VIP very important person 贵宾
luggage 行李 show room 参观
fade 褪色 shrink 缩水
桑拿&健康中心常用服务用语
Service English For The Spa & Health Club
1. Good morning/afternoon/evening, the SPA, can I help you? 早上/下午/晚上好，桑拿部，很
高兴为您服务。
2. How many people do you have? And when would you expect to arrive, sir/madam? Thank
you! 请问先生/小姐几个人？大概几点到？谢谢!
3. Good evening，sir/madam! Welcome to the spa! 先生/小姐，晚上好!欢迎光临!
4. Here is the price list. 这是我们的价格单。
5. We offer special price for our members. For all the items, there is 20﹪discount. 我们对会员
提供八折优惠。
6. This way, please, this is our relax room. 这边请，这是我们的休息厅。
7. This way, please, this is our VIP room. 这边请，这是我们的贵宾房。
8. Good evening, sir! We have Thai or Chinese Massage and Foot Massage and so on.先生，您
好!我们这里有泰式按摩和中式按摩，沐足等。
9. Sir, would you like to extend the service time? 先生，您要加钟吗？
10. Please sit down, sir, which TV channel would you prefer? 请坐，先生。请问需要看哪个电
视节目？
11. Sorry to interrupt you, sir, would you like something to drink?先生,您好,请问需要喝点什么
饮料？
12. Here you are. 给您。
13. We offer free coffee, milk tea, cola, seven-up and so on. 免费赠送的有咖啡、奶茶、可乐、
七喜等。
14. Sorry to have kept you waiting, please enjoy your tea. 对不起，让您久等了，请用茶。
15. Please take your time, sir. Glad to be your service. 先生请慢用，很高兴为您服务。
16. May I come in? It’s attendant serving drinks. 请问可以进来吗？服务员送饮料。
16. You can put 246 yuan on your house bill and pay 350 yuan in cash.您可以转房帐 246 元，再
付现金 350 元。
17. It comes to 567 yuan at today’s exchange rate. 按照今天的汇率，一共是 567 元。
18. Would you like to change money? 您想要兑换钱吗？
19. How much would you like to exchange? 您想要兑换多少钱？
20. How do you want it? In twenties, fifties or hundreds? 您想要多少面额的呢？20 元 50 元还
是 100 元？
21. The total is 100 yuan. 一共是 100 元。
22. We ask all our guests to do so to ensure a smooth and rapid check out at busy time.. 我们要求
客人先付帐以确保在忙碌时段顺利结帐。
23. The cashier is to be off duty, you’d better make the payment first. 收银台快下班了，您要先
买单。
24. I’ll call the cashier up to settle the accounts. 我打电话叫收银的现在上来买单。
25. The extra hours charge can’t be put on house bill , it should be paid in cash. 加钟需要付现金，
不可以转房帐。
26. Just a moment, please. He isn’t available now, would you mind arranging another one for
you? 您等一下好吗？因为他现在在上钟，能不能帮您安排另一位？
27. The massage here is wonderful. 我们这里的按摩很棒的。
28. Please sit here. 请坐这边。
29. I’m sorry, but room foot massage is not allowed according to our hotel’s rule. 这是我们酒店
的规定，是不可以到客房沐足的。
30. Please watch your step, sir. Hope to see you again!先生慢走，欢迎下次光临，再见!
34. Thank you, look forward to serving you next you next time. 谢谢，希望下次还有机会为您服
务
35. Our business time is during and 2:30 我们的营业时间是中午 12 点到晚上 2 点
半。
常用词汇
Key Words
Sauna 桑拿
shower 冲凉
massage 按摩
masseur 男按摩师
masseuse 女按摩师
foot 足
manicure 修手甲
pedicure 修脚甲
Ear Cleaning 采耳
Back Scrub 擦背
Facial 面部的
VIP 贵宾
Relax 放松、修养
healthy 健康的
sauna attendant 桑
拿室服务员
house bill 房帐
20% discount 八折
cash 现金
credit card 信用卡
dollar 美元
Exchange rate 汇率
Shoes closet 更鞋区
gymnasium 健身房
steam room 蒸汽室
swimming pool 游
泳池
cool 凉的
hot 热的
steam room 蒸汽室
timer 计时员
import 进口
locker 更衣柜
Jacuzzi 水流按摩池
Equipment 器材
Beauty care 美容
Remote control 遥
控器
Price list 价格表
restroom 厕所
常见饮料名称
Lemon Tea 柠茶
Honey Lemon Juice
柠蜜
Cola With Lemon 柠
乐
Irish coffee 爱尔兰咖
啡
Iced Tea Water 柠
冰
Horlick 好立克
Ovatine 阿华田
Distilled Water 蒸
馏水
Freshly Squeezed
Fruit Juices 各式鲜
榨果汁
Imported Beer 进口
啤酒
Tsing Tao 青岛啤酒 Soda Waters 汽水 Ginseng Tea 人参茶 Fresh Milk 鲜牛奶
Italy Styled Coffee With Fresh Milk 意式鲜奶咖啡
酒店部门和职位名称
Departments And Positions
Front office 前厅部
Reception desk 前台
Switchboard 总机
Reservation 预订
Business center 商务中心
Concierge 礼宾部
Boutique 商场
Food and Beverage 餐饮部
The Africa Deck 菲菲酒廊
Romanzo Italian restaurant 意式复合餐厅
Yue Chinese restaurant 悦中餐厅
Takemura Japanese restaurant 竹村日本料理
Teppanyaki 铁板烧
Banqueting hall 宴会厅
Recreation department 娱乐部
Sauna department 桑拿部
Housekeeping 管家部
Human Resources department 人力资源部
Training office 培训部
Clinic 医务室
Engineering department 工程部
Financial department 财务部
Security department 保安部
Inspecting department 稽查部
Sales and Marketing department 营售部
Executive office 总经理办公室
Board Chairman 董事长
Director 董事
General Manager 总经理
Deputy General Manager 副总经理
Executive secretary 总办秘书
Manager 经理
Assistant manager 副经理
Assistant Lobby Manager 大堂副理
GRO guest relation officer 客户关系主任
Door boy/girl 门童/女
Bellboy 行李生
Receptionist 接待员
Reservation clerk 预定文员
Operator 话务员
Chief Operator 总机领班
Business center clerk 商务中心文员
Shopping assistant 商场售货员
Restaurant Captain 餐厅领班
Restaurant Supervisor 餐厅主任
Waiter 男服务员
Waitress 女服务员
Hostess 咨客
Kitchen waiter 传菜员
Executive chef 行政主厨
Assistant executive chef 行政副主厨
Cook/chef 厨师
Bartender 酒吧调酒员
Pastry cook 点心师
Steward 餐具管事
Dishwasher 洗碗工
Foot soaking worker 沐足技师
Masseuse 女按摩员
Masseur 男按摩员
Sauna attendant 桑拿服务员
Gymnasium coach 健身房教练
Executive housekeeper 行政管家
Room attendant 客房服务员
Washer 洗衣员
Laundry captain 洗衣房领班
Floor supervisor 楼层主任
P. A. cleaner 清洁工
Assistant training manager 培训副理
Payroll master 劳资主任
Personnel supervisor 人事主任
Clerk 文员
Staff canteen supervisor 员工餐厅主任
Training specialist 培训专员
Doctor 医生
Staff dormitory supervisor 宿舍管理主任
Air conditioning operator 空调工
Boiler man 锅炉工
Mechanic 机修工
Electrician 电工
Painter 油漆工
Transportation service
二、酒店专业术语
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
Room Division Operations
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.
Room Division Operations
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.
Room Division Operations
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.
Room Division Operations
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
Room Division Operations
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
Room Division Operations
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
Rooms Division Operations
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 .to 7:00 .
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
Rooms Division Operations
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.
Rooms Division Operations
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
Rooms Division Operations
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.
