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1、 EnglishEnglish TrainingTraining29thAug.Reservation预订Reception接待（总台）Concierge礼宾StarService明星服务Transportation车队GSA=Guest Service Agent接待员（服务员）HR=HumanResource人力资源部FinanceDepartment财务部PurchasingDepartmen采购部SecurityDepartment安全部Sales&Marketing=S&M市场销售PublicRelation=PR公关部EngineeringDepartment工程Recreatio
2、nCenter娱乐中心30thAug.IDD=InternationalDirectlyDial国际直拔DDDDomesticDirectlyDial国内直拔Localcall本地电话CountryCode国家代码AreaCode地区代码InternalCall内部电话OutsideCall外部电话Fax传真Mail&Email传真邮件&电子邮件Message留言Parcel包裹CheckIn入住登记CheckOut结账Arrival抵店Departure离店Information问询Money(Currency)Exchange外币兑换Weather天气RegistrationForm登记单
3、RoomChange换房Earlydeparture提前离店LateC/O推迟离店EarlyArrival提前到店CancelReservation取消预订ReservationConfirmationNO预订确认号NoShow有预订未到Extend续住ID身份证Passport护照Sorry,thelineisbusy.对不起，电话占线.Couldyoucallbacklater?你可以稍后再打来吗？Sorryforkeepingyouwaiting.对不起让你久等了。IllputyouthroughtoExecutiveoffice.我为您转接至行政办公室。Wouldyouliketole
4、aveamessage?你愿意留言吗？MayIhaveyourname(roomnumber)?我可以知道您的姓名（房号）吗？Excuseme,couldyoupleaserepeat?对不起，您可以重复吗？Thankyouforcalling.谢谢您的来电。Thankyouforwaiting.谢谢您的等候。Doyouhavereservationwithus?请问您有预订吗？MayIhaveyoursurname?请问您贵姓？MayIconfirmyoureservation我可以跟您确认预订吗？Couldyoufillintheregistrationformplease?请您登记好吗？
5、MayIhaveyourpassportpleas?请出示你的护照好吗Howareyougoingtopay,bycashorcreditcard?你准备如何付款，现金还是信用卡？Doyouneedwakeupcalltomorrowmorning?atwhattimeMr.Smith?您明早要叫醒吗？Smith先生，你要几点钟？Deposit押金Cityledger挂账Guestfolio帐单MiscellaneousVoucher杂项单Complimentary免费房Safedepositbox保险箱Rebate冲减Promotion(Rate)促销价Guestprofile客史档案His
6、tory客史记录Namelist名单Roominglist分房表RommAssignment排房Roomstatus房态RoomCategory房间类型4thSep.OOO=OutOfOrder待修房OOS=OutOfService维修房OD=OccupiedDirty占房VD=VacantDirty空脏房VC=VacantClean空净房IS=Inspected已检查过的RoomBlock锁房RoomType房型RoomUpgrade房间升级PaidOut兑现Skipper逃账者Trace跟踪FollowUp跟进Docket小单RoomAvailability可卖房OverBook超额预订D
7、ueOut预离5hsep.ExpringDate期满日期Ratecode价格代码MarketCode市场代码Nationality国籍D.O.B=DateOfBirth出生日期RoomFeatures房间特征Remarks备注NightAudit夜审Fruitbasket水果篮AmericanBreakfast美式早餐TypeofPayment付款类型Release释放（房间）Elastic弹性的P/UPickUpAirport接人DropOff送人Confidential保密的6thSep.FloorPlan楼层平面RoomPlan房间平面WaitList等候名单Billing收银Posti
8、ng入帐CloseCashier关帐Transfer转帐Commission佣金Revenue收入Password密码Resolved已解决的Unresolved未解决的Source来源TravelAgent旅行社Advanced高级的Search搜索Delete删除Edit编辑9thSep.GDS=GlobeDistribution全球分销系统SystemA/R=AccountReceivable应收A/R=AccountPayable应付Communication联系方式SPGMembershipNO.Spg会员号码Enroliment入会Lastroom上次入住房号LastRate上次房
9、价LastVisit上次入住Statistics统计Mergy合并Option选择DayUse当天用房Adult成人Child儿童10thSepDescription描述Neg.Rates协商价In-houseGuest在店客人ResolvedTrace已解决的跟进UnresolvedTrace未解决的跟进ActualDeparture实际离店ArrivalExpected预计进店ActualArrival实际进店Walklns未预订直接入住Min.AvaelableTonight今晚最少的可卖房Max.OccupiedTonight今晚最多的主客房Individuals个人、独自、团员FIT
10、散客Preferences爱好、参考Batch批11thSepAdjustment调整Reservationstatus预订状态Split分账MasterFolio总帐单Note备注OpenCashier打开帐户Combineshare合住Breakshare分开合作Forecast预测Budget预算Profit利润Preview预览PrintFolio打印帐单Departed已离店的CheckedIn已入住的Reserved已预订的12thsepIp=Inspected已检查过的Routing路线、发送RoomManagement房间管理Solutation尊称In-RoomDining房
11、内用餐Banquet宴会ChineseRestaurant中餐厅WesternRestaurant西餐厅Coffeeshop咖啡厅AllDayDining全天候餐Menu菜单Buttet自助餐A-La-Carte零点MorningBriefing晨短会SoftDrink软饮15thSepRoomMove换房Refund返回HouseBank备用金Loin登录Logoff推出C/OMessage退房注意事项Voucher凭证BackUp备份G-Goldpreferred金卡会员P-Platinumpreferred白金E-Employee员工会员CloseCashierReport关帐报表Tra
12、nsactioncodeArrangementcodeSupportingDocumentBroadband宽带A-Preferred会员B-Corporate运通公司会员C-Corporatepreferred公司会员VIP-VIPPreferredVIP会员17thSepGST=GuestSatisfactionIndex宾客满意度AST=AssociateSatisfactionIndex员工满意指数GP=GlobalPreferred全球首先计划SP=StarwoodPreferred喜达屋优先计划SGA=StarwoodGlobalAccess喜达屋全球计划APP=AsiaPacif
13、icPreferred亚太区优先计划LNR=LocalNeg.RateTMC=TravelManagementCompanyTowel毛巾Razor剃须刀(电动)RemoteControl遥控器Pillowpillowacse枕头、枕套Blanket毛毯ToiletBowl/Tank-马桶Shcwerhead淋浴器Sewingkit针线包Shoehorn鞋拔Slipper拖鞋Bathtub浴缸Shoeshineservise擦鞋服务SomethingiswrongwithNolight房间没电HairDryer吹风机StandLamp落地灯DeskLamp台灯NightLamp夜灯AlarmClock闹钟Hanger衣架Sofa沙发