FO-SOP酒店标准操作程序-前厅部（中英文对照）

STANDARD OPERATING PROCEDURES

标准操作程序

POLICY NO. SUBJECT 编号 标题

FO-DM-001 Duty Check List

工作检查表

FO-DM-002 Bomb Threat

炸弹威胁

FO-DM-003 Car Accident

FO-DM-004 FO-DM-005 FO-DM-006 FO-DM-007 FO-DM-008 FO-DM-009 FO-DM-022 FO-DM-024 FO-DM-028 FO-DM-030 FO-DM-031 FO-BC-002 FO-BC-005 FO-BC-006 FO-BC-007 FO-CON-002 FO-CON-003 FO-CON-004 交通事故

VIP Check in

重要客人入住

Accident – Guest

意外—客人

Guest Complaints and Disputes

客人抱怨和争执

Request for Doctor/ Hospitalization

求医要求/住院治疗的要求

Fights

争斗

Fire

火灾

Lost & Found

丢失和发现

Safety Box

保险箱

Incoming Faxes/ Email at night time

夜间接受传真/电子邮件

Valuables

贵重物品保管

Guest Birthday

客人生日

Incoming faxes

接收传真

Meeting Room Rental

会议室租用

Outgoing Fax

发送传真

DHL / EMS/ Courier Services DHL

特快专递

Baggage Service for Arrivals

行李抵达服务

Baggage Service for Departure

行李离店服务

Baggage Service for group Arrivals

团队行李抵达服务

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FO-CON-005 Baggage Serviceforg roup Departure

团队行李离开服务

FO-CON-006 Baggage Storage

行李贮存服务

FO-CON-007 Brochures, Maps and Directions

指引册，地图，导游册

FO-CON-008 Flags

旗帜

FO-CON-009 All Incoming Items 所有收入条款 FO-CON-010 Newspapers

FO-CON-011 FO-CON-013 FO-CON-014 FO-CON-015 FO-CON-016 FO-CON-017 FO-CON-018 FO-CON-019 FO-CON-020 FO-CON-AR-001 FO-CON-AR-002 FO-CON-AR-003 FO-CON-AR-004 FO-CON-AR-005 FO-CON-AR-006 FO-CON-DRICER-001 FO-CON-DRIVER-002 FO-CON-DRIVER-003 报纸

Outgoing Items

外送物件

Rooming Guest

陪同客人进房间

Shuttle Bus

班车

Outdated mail, faxes and parcels

过期的邮件，传真和包裹

Paging Service

呼叫服务

postal express service

邮政快递服务

Taxi booking and arrangement

出租车预订及安排

Trolley

手推车服务

Umbrella

雨伞服务

Airport send off

机场送行

Airport Pick Up

机场接客

Airport Lost Luggage

行李丢失

VIP Arrive-Limousine

接重要客人-豪华轿车

VIP Arrive-( By Taxi )

接重要客人（用出租车）

Mobile Phone

移动电话

House Use/ Complimentary Vehicle 酒店自用/免费用车

Limousine Availability 大型轿车使用率

Limousine Cleaning & Maintenance 大型轿车清洁和保养

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FO-CON-DRIVER-004 Mileage/ Petrol Control 运程/汽油控制

FO-CON-DRIVER-005 Limousine Request 用车申请

FO-CON-DRIVER-006 The Responsibility of Driver 司机责任保证 FO-EF-007 Guest Preference

客人爱好

FO-EF-008 Executive Floor Check In

行政楼层入住

FO-EF-009 Hosting

FO-FD-010 FO-FD-011 FO-FD-016 FO-FD-017 FO-FD-018 FO-EFM-012 FO-EFM-016 FO-EFM-017 FO-EFM-018 FO-EFM-020 FO-EFM-023 FO-EFM-024 FO-EFM-025 FO-EFM-027 FO-EFM-028 FO-EFM-029 FO-EFM-030 FO-EFM-031 招待

Computer Down

计算机系统崩溃

Foreign Currency Exchange

外币兑换

Internal Trace Report

内部事务报告

Key Control

钥匙控制

Lost & Found at Check In

失物招领

VIP Check In

重要客人入住

Alleged Theft

偷窃

Guest Complaints and Disputes

客人抱怨和争执

Complimentary / House Use

免费房使用

Request for Doctor / Hospitalization

求医要求/住院治疗

Lost and Found

失物招领

Safety Deposit Boxes Key Inventory

保险箱钥匙清单

Safety Box

保险箱

Valuables

贵重物品保管

In-House Clinic

酒店医疗中心

Guest Birthday

客人生日

Guest Join-In Authorization

会员加盟授权

Guest Comments

客人意见

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FO-EFM-032 Booking at other Plaza Royale Hotel

豪廷酒店网络内约定

FO-EFM-033 Hotel Events

酒店活动

FO-TEL-001 Telephone Control DDD/IDD

国际/国内长途电话控制

FO-TEL-002 Call Accounting System

电话记费系统

FO-TEL-003 Call Barring and Unbarring

电话禁呼和解禁

FO-TEL-004 Do Not Disturb Feature

FO-TEL-005 FO-TEL-006 FO-TEL-007 FO-TEL-008 FO-TEL-009 FO-TEL-010 FO-TEL-011 FO-TEL-012 FO-001 FO-002 FO-003 FO-004 FO-005 FO-006 FO-007 FO-008 FO-009 请勿打扰事宜

Guest Locator Feature

为客人接电话至指定地点

Incoming Calls

接听来电

Operator Assisted Calls

接线员辅助呼叫

PABX Adcom Fax System

专用交换机传真系统

PABX Adcom Mail System

专用交换机邮件系统

Public Address Paging System

公共提示标志

Wake up Call

叫醒服务

Personal calls

私人电话

行李服务

商务中心

工程服务

处理客人投诉

处理来电

客房服务

客房送餐来电

客房用餐预订

特殊服务

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Baggage Service

Business Center Service

Engineering Service Handling Guest Complaints

Handling Incoming Calls

Housekeeping Service

Room Service-Incoming Call

In-Room Dining Order

Runner Service

Front Office Terms to Know

前厅部须知

A.H.&M.A. American Hotel and Motel Association.

美国饭店及汽车旅馆协会

Accommodate A promise of a room for a guest – if not in that hotel,

then a commitment to find a room elsewhere. 对客人保证客房的承诺

Adjoining Rooms Two or more rooms side by side without a connecting

door between them. In other words, rooms can be adjoining without being connecting.

两间或两间以上并排的、之间没有房门直接联系的房间。换言之，即相互毗邻但不连接的房间。

Adjust/Adjustment A correction of an error that occurred on a previous day.

对于之前发生的错误给予的修改

Advance Deposit Prepayment of room charges.

房间预付款

Average Daily Rate The average of rates charged for guest rooms during

one day of business. Method of computation: 日收取的商务客人平均房价。估算方法:

ADR = Total guest room revenue divided by number

of rooms sold.

ADR=卖出房的客房总收入除以卖出的房间数量。

Bank Funds issued to cashier for handling guest transactions

which must be balanced at the beginning of each shift. 为客人提供的交易资金必须在每次交班的开始时移交给出纳.

Block A group of rooms held at the request of Sales or Catering.

一批供销售或宴请使用的房间。

Blocked Room Room numbers assigned in advance of arrival on the

same day of arrival.

房间号码被事先安排和到达时一样的房间。

Booking Agreement Reference material for a number of reservations made

under a company or group.

为公司或团队预订准备的参考材料。

Bucket Tray used for filing guest folios by room number at Front Desk.

在前台上，用于为客人盛放房间号码的便条的碟子

Bucket Check When you compare the room board with the bucket.

用门牌号码和便条比较

Budget Check AM & PM comparison of guest bucket folios with room

rack to verify accuracy of account.

上午和下午的客房便条比较，检测房间帐户的准确性

Catch the Spirit Catch the training spirit with our ―Catch the Spirit –

Phase I‖ education program. The program includes a three-part video training series, facilitator‘s guide and

certification program through Plaza Royale International, Inc.,

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