Tour Guide: Kleivin Nghiem (^@^) Chc cc bn lun vui!

THUT NG TRONG NGNH DU LCH*

A
Account payable Mt s ci theo di cc s tin phi tr s ghi li cc khon tin Cng ty bn
Tin phi tr n hn phi thanh ton, thanh ton hoc cn n cc Cng ty cung cp

Account receivable Mt s ci theo di cc s tin phi thu s ghi li cc khon tin khch hng
Tin phi thu n hn phi thanh ton, thanh ton hoc cn n Hng ca bn

Airline route map/Airline S bao trm ton b cc khu vc mt hng hng khng bay ti
rout network
S tuyn bay/mng
ng bay
Airline schedule Lch trnh cc chuyn bay ca mt hng hng khng c th - s ngy v thi
Lch bay gian bay, im xut pht, tuyn bay, im dng (qu cnh) v im n

Amendment fee Cc mc ph do hng hng khng, i l du lch, Hng l hnh thu ca khch
Ph sa i hng khi khch thay i hnh trnh bay.

ASEAN Hip hi cc quc gia ng Nam . Cc quc gia thnh vin l: Brunei,
Cambodia, Indonesia, Lao, Malaysia, Myanmar, Philippines, Singapore,
Thailand, Vietnam
Availability Sn phm vn cha bn ht (v d ch trong mt tour du lch, phng khch
Cn bn sn vo mt m c th no , ch ngi trn mt chuyn bay c th)

Back office Cc hot ng trong mt Hng l hnh khng lin quan ti quan h mt i
Hu trng mt vi mt khch hng

Baggage allowance S hnh l ti a m mt hnh khch c th em theo khi lm th tc vo ca

Lng hnh l cho php trn mt chuyn bay c th no . Ph thuc vo cc khu vc IATA trn th
gii m ch tiu ny c th c tnh theo s kin hoc s cn (kg).
Boarding pass Cp cho hnh khch i my bay sau khi lm th tc vo ca ti sn bay. Th
Th ln my bay ln my bay cung cp cc thng tin chi tit v s gh hnh khch v ca ra
my bay.
Booking file Yu cu t ch ca khch hng trn h thng t gi ch trn my tnh
H s t ch (CRS/GDS) ghi li ton b thng tin chi tit v hnh trnh.

Brochure Mt cun sch in nh trong c li gii thiu v nh minh ha v cc im

Ti liu gii thiu n v sn phm, c thit k nhm cung cp cho cc khch hng tim nng
cc thng tin v c im v li ch khi s dng sn phm tour du lch ca
Hng du lch v nhm thit lp hot ng bn hng
Bus schedule Lch cung cp dch v chuyn ch ca mt cng ty xe but s ngy v thi
gian hot ng, im xut pht, tuyn xe chy v im n.
1
Tour Guide: Kleivin Nghiem (^@^) Chc cc bn lun vui!

Lch chy xe but gian hot ng, im xut pht, tuyn xe chy v im n.
Business Tourist Khch du lch ti mt im n vi mc ch kinh doanh bao gm c khch
Khch du lch l thng gia ti d hi ngh, hi tho, trin lm v cc s kin kinh doanh c bit

Cancellation penalty Tin pht mt khch hng phi tr do hu b dch v ca mt Cng ty cung
Pht do hu b cp sn phm

Carrier Bt k Cng ty cung cp phng tin vn chuyn no, thng hay dng
Hng vn chuyn ch mt hng hng khng

Check-in Cc th tc cn phi hon tt khi mt khch i my bay ng k ti quy th

Th tc vo ca tc vo ca hng khng ti sn bay.

Check-in time Khong thi gian ti thiu hnh khch phi hon thnh th tc vo ca ti sn
Thi gian vo ca bay

Commission Khon tin Hng l hnh du lch tr cho i l du lch

Hoa hng
Compensation Tin tr cho mt khch hng bi hon cho mt dch v khng c thc
Bi thng hin.

Complimentary Min ph (Ch nhng th/ c min ph, thng hay i km khi mua hng
Min ph ha hoc ng k s dng mt dch v no . V d mua mt cun sch gii
thiu thng km mt bn min ph.
Credit card guarantee Mt khch hng c th cho khch sn bit s th tn dng ca mnh nh mt
m bo bng th tn dng s m bo s n lu tr. Nu khch hng khng n th khch sn s thu
mt khon ph hy b t th tn dng ca khch hng.
CRS/GDS H thng t gi ch trn my tnh hoc h thng phn phi ton cu. H
thng c s dng trn ton th gii t ch trn my bay cho hu ht
cc hng hng khng trn th gii.
Customer file H s ghi li tt c cc thng tin v khch hng ca Hng l hnh.
H s khch hng

DBLB Thut ng khch sn cp ti mt phng i (cho hai ngi mt ging c

to nht (King size) hoc c va (Queen size) c phng tm km theo
Deposit Khon tin do Hng l hnh thu ca khch hng m bo khch s ly
t cc ch; hoc khon tin do Hng l hnh tr cho Cng ty cung cp m bo
c ch cho khch hng ca mnh
Destination Ni m khch s ti
2
Tour Guide: Kleivin Nghiem (^@^) Chc cc bn lun vui!

im n
Destination Knowledge L nhng kin thc v im n cn c cung cp cho khch hng
Kin thc v im n
Direct Mt khch du lch t ch trc tip vi Hng l hnh khng s dng ngi
Trc tip trung gian nh i l Du lch hoc Mi gii

Distribution Cc knh thng qua mt khch hng c th t mua cc sn phm ca

Cung cp Hng l hnh du lch

Documentation Tt c cc ti liu giy t khch hng cn c thc hin chuyn i. C th

Ti liu giy t bao gm h chiu, th thc, v my bay, v xe but, v tu ho, phiu lu tr,
phiu vn chuyn (transfer voucher)
Domestic travel i du lch trong phm vi mt nc
Du lch trong nc

E Ticket V my bay c mua qua mng. IATA t ra thi hn cho n 2008 tt c

V in t cc v my bay phi c xut theo hnh thc v in t

Educational Tour Chuyn thm mt im n hoc s dng mt dch v ca mt ngi lm

Tour du lch tm hiu sn vic trong ngnh du lch, c th i mt mnh hoc theo nhm, c Tng cc
phm Du lch, Hng l hnh bn s, Hng l hnh v/hoc Cng ty cung cp tip
n; mang ti c hi ln u tin c tri nghim v im n v sn phm
Excursion/promotion airfare V my bay gi r hn nhng phi tun theo mt s hn ch. C th l phi
V my bay khuyn mi/h thanh ton trc, kh nng c ch thp, ph thuc vo ma cao im v thp
gi im, pht nu hu v.

Expatriate resident(s) of Mt ngi nc ngoi sinh sng tm thi ti Vit Nam. Thut ng ny bao
Vietnam gm ton th gia nh (v d) nhng ngi nc ngoi kinh doanh ti Vit
Ngi nc ngoi sinh sng Nam v gia nh hin ti ca anh /c ta nhng ngi cng ang sng ti Vit
ti Vit Nam Nam trong thi hn hp ng lm vic ca anh ta

F
Familiarisation Visit/Trip Chuyn thm mt im n hoc s dng mt dch v ca mt ngi lm
Chuyn i/chuyn thm lm trong ngnh du lch, c th i mt mnh hoc theo nhm, c Tng cc Du
quen lch, Hng l hnh bn s, Hng l hnh v/hoc cng ty cung cp tip n;
mang ti c hi ln u tin c tri nghim v im n v sn phm
Final payment Tng s tin khch hng c yu cu tr cho Hng l hnh sau khi tr i
Khon thanh ton ln cui khon tin t cc trc

Flyer Mt ti liu gii thiu trong ghi cc thng tin m t (v i khi c nh

Ti liu gii thiu minh ha) v sn phm v im n ca mt tour du lch; c thit k sao
cho hp dn khch hng
FOC V min ph; cn gi l complimentary

3
Tour Guide: Kleivin Nghiem (^@^) Chc cc bn lun vui!

Geographic features S hp dn t nhin ca mt t nc: v d ni, sng, bi bin, vnh, o

c im a l
Gross rate Gi m khch hng tr mua sn phm hoc dch v
Gi gp
Guide book Sch xut bn gii thiu v im n: v d Lonely Planet
Sch hng dn

High season Thi gian cao im i du lch ti mt quc gia c th no ; (v d) khi

Ma ng khch/ cao im im n t c mc hp dn cao nht ca n; v vy l thi gian
ph bin nht n thm; do y l thi gian m gi khch sn v gi v
my bay t nht
I

Inbound Tour Operator Mt Hng l hnh bn s cc tour trn gi trong mt nc cho nhng khch
Hng l hnh trong nc hng cc nc khc hoc cho nhng n v t chc tour ni a

Inbound tourism Nhng ngi i du lch t nc khc ti Vit Nam. Thut ng domestic
Khch du lch t nc ngoi inbound c th m t trng hp mt khch du lch i t TP HCM ra thm
vo H Ni v l khch hng s dng cc sn phm du lch ca im n l H
Ni.
Inclusive tour Mt chuyn du lch c t chc dnh cho khch bao gm v my bay, ni lu
Chuyn du lch gi trn gi tr, di chuyn, thm quan

Independent Traveller or Mt khch du lch ch mua v my bay v c th mua mt hoc hai m ngh
Tourist u tin ti im n; Mt khch l hnh hoc du lch c lp s lp k hoch
Khch l hnh hoc du lch lch trnh trong nc mnh v s t thm phng ngh v tour du lch ni a
c lp sau khi n.

Itinerary component Cc thnh phn ca mt lch trnh du lch ca khch hng v d ni , chuyn
Thnh phn lch trnh du lch, v my bay, t ch my bay

Itinerary Chng trnh i du lch ca mt tour theo nhm hoc c nhn, bao gm tt c
Lch trnh cc thnh phn t tnh t chuyn bay i cho n chuyn bay v

International tourist Mt ngi i ti v ngh li mt nc khc vi thi gian lin tc khng

Khch du lch quc t nhiu hn mt nm vi mc ch ngh ngi, lm n v cc mc ch khc

4
Tour Guide: Kleivin Nghiem (^@^) Chc cc bn lun vui!

Log on, log off ng k vo lm vic v thot khi chng trnh lm vic trn mt my tnh,
ng nhp, ng xut c s dng m s truy cp c bit

Low Season Thi gian t ph bin nht ti mt im n c th no v do thng

Ma vng khch thng gi v my bay v khch sn s thp nht

Loyalty programme Mt chng trnh tng thng cho cc khch hng thng xuyn i li trn
Chng trnh khch hng mt hng hng khng hoc mt nhm cc hng hng khng nht nh no ;
thng xuyn hoc thng xuyn lu tr ti mt khch sn hoc mt chui khch sn nht
nh

Manifest Danh sch ton b cc khch hng i trong mt nhm (Hng l hnh) hoc
Bng k ca cc hnh khch trn mt chuyn bay (hng hng khng)

Mark-up S tin m mt Hng l hnh hoc mt Hng l hnh bn s du lch nc

ngoi s cng thm vo chi ph sn phm ca Cng ty cung cp c th tr
hoa hng cho cc i l du lch bn cc sn phm tour du lch ca h v
thu c mt bin li nhun cho cng ty ca h
MICE Hp hnh, Khuyn mi, Hi ngh, Trin lm

Nett rate Gi gp tr i s tin hoa hng

Gi nett

Outbound travel i t Vit Nam n nc khc ; thut ng domestic outbound c th dng

Du lch ra nc ngoi m t trng hp mt khch du lch t H Ni ti thm TP HCM, v c
th l khch hng tim nng ca i l du lch ti H Ni

5
Tour Guide: Kleivin Nghiem (^@^) Chc cc bn lun vui!

Passport Mt loi giy t s dng khi i du lch, yu cu bt buc khi xut nhp cnh
H chiu ra nc ngoi

Preferred product Mt i l du lch c th thu xp vi mt Cng ty cung cp sn phm (v d

Sn phm c u i Hng l hnh) bn cc dch v ca Cng ty cung cp ny. i li Cng
ty cung cp s tr cho i l du lch mc hoa hng cao hn cho mi giao dch
bn hng.
Product Knowledge Kin thc v qung co bn s cc chuyn du lch, lch bay v gi v cc hng
Kin thc v sn phm hng khng, cc cng ty cho thu xe, lu tr ti khch sn

Product Manager Ngi chu trch nhim xc nh v la chn cc sn phm, dch v v cc

Gim c sn phm Cng ty cung cp, nhm mc ch a cc sn phm v dch v vo
chng trnh du lch ca mnh.

Rail schedule Gi khi hnh v gi n ca tu ho.

Lch chy tu
Reconfirmation of booking Nhiu hng hng khng (bao gm c Hng hng khng Quc gia Vit Nam)
Xc nhn li vic t ch yu cu hnh khch phi gi in thoi v xc nhn vic t ch trn my bay
ca h trc chuyn i. Vic ny phi thc hin 72 ting trc khi chuyn
bay xut pht.
Record Locator Hay cn gi l Booking File. Thng tin khch hng c ghi vo h thng
H s t ch CRS/GDS. Mi hnh khch t ch c mt m s t ch duy nht nhn
dng t ch ca khch .

Retail Travel Agency i din cho Cng ty cung cp cc sn phm du lch v bn cc sn phm ny
i l bn l du lch cho khch hng nhn hoa hng hoc ph t ch.

Room only Mt phng t ti khch sn khng bao gm bt k ba n no.

Ch t phng

6
Tour Guide: Kleivin Nghiem (^@^) Chc cc bn lun vui!

Seasonality Cc khong thi gian trong nm khi gi phng khch sn v gi v my bay

Theo ma thay i ph thuc vo ma ng khch v vng khch.

SGLB Mt phng n trong mt khch sn (dnh cho mt ngi ch mt ging)

vi mt bung tm km theo
Single supplement S tin b sung tnh thm vo gi phng tiu chun cng b m khch sn thu
Tin thu thm phng n thm ca mt khch mun s dng mt phng mt mnh. (Gi phng tiu chun
cng b da trn c s hai ngi mt phng)
Source market Nc xut pht ca cc khch du lch n t nc ngoi
Th trng ngun
Supplier of product Mt hng hng khng, cng ty cho thu xe, cng ty ng st, hng tu thy,
Cng ty cung cp sn khch sn, cng ty bo him du lch...
phm

Timetable Lch cung cp dch v ca mt hng hng khng, tu ho hoc xe but.

Lch trnh

7
Tour Guide: Kleivin Nghiem (^@^) Chc cc bn lun vui!

Tour Voucher Chng t do mt Hng l hnh bn s, cng ty cho thu xe, khch sn xut ra
Phiu dch v du lch v a cho khch hng trc khi bt u hnh trnh. Cng ty cung cp s thu
cc phiu tng ng v thc hin cc dch v theo tho thun.
Tour Wholesaler Mt cng ty thu gom kt hp cc sn phm v dch v du lch vi nhau trong
Hng l hnh bn s sn phm tour v bn chng thng qua mt i l bn l du lch th trng
ngun
Transfer Thng bao gm trong cc chuyn du lch trn gi. Phiu vn chuyn s c
a n pht cho khch hng mi khi khch cn c a i / n v ti v t sn bay
ti mi thnh ph khch dng chn dc ng.
Travel Advisories Cc cnh bo do cc Chnh ph hoc cc c quan Lin hp Quc nh T chc
Thng tin cnh bo khch Y t th gii a ra v cc ri ro an ninh/ sc khe/ ri ro khi i ti mt im
du lch n hoc quc gia no .

Travel Desk Agent Mt ngi lp k hoch t vn/bn hng hoc t vn/du lch. L nhn vin lm
Nhn vin i l l hnh trong mt i l du lch v gip khch hng gii quyt tt c cc yu cu t
ch i du lch v d i ngh, kinh doanh hoc thm bn b v thn nhn
Travel Trade L mt thut ng chung ni v cc i l bn s v bn l du lch v Hng l
Kinh doanh l hnh hnh du lch, bao gm c cc Hng l hnh du lch trong nc

Traveller Mt ngi i khi ni hc c tr ti mt im n mi v li t nht l mt

L khch hoc khch du m v bt k l do g.
lch
TRPB Mt phng cho 3 ngi trong khch sn vi mt bung tm km theo. C th c
3 ging n, 2 ging i hoc mt ging c to va (Queen bed) v mt
ging n
TWNB Phng kp trong khch sn (dnh cho 2 ngi hai ging n) v c mt
phng tm km theo

UNWTO Tn cp nht (2006) ca T chc Du lch Th gii, nhm phn bit vi tn ca

T chc Thng mi Th gii (WTO)

Visa Giy t cn c nhp cnh vo mt nc nht nh no

Th thc
TCDL Tng cc Du lch Vit Nam
Vietnam National
Administration of Tourism
Voucher Bin lai l mt giy bin nhn thng qua mt bn th ba (thng l mt i
Bin lai l du lch hoc hng hng khng) xc nhn khch hng tr tin. Qua vic
chp nhn bin lai Hng l hnh du lch hoc Cng ty cung cp s phi cung
8
Tour Guide: Kleivin Nghiem (^@^) Chc cc bn lun vui!

chp nhn bin lai Hng l hnh du lch hoc Cng ty cung cp s phi cung
cp mt tp hp cc dch v ghi trn bin lai v gi ha n cho bn th ba
thanh ton.

Wholesaler Mt cng ty kt hp cc sn phm v dch v trong cc sn phm tour v bn

Hng l hnh bn s chng thng qua cc i l bn l du lch th trng ngun

* Trch dn t gio trnh Tiu chun k nng ngh Du Lch Vit Nam Nghip v
iu hnh tour do Tng cc Du lch Vit Nam phi hp vi U ban Chu u - D n s
VNM/B7-301/IB/97/0234 do EU ti tr.