Description of bed-type and location of a particular room.
Adjoining room
Adjacent rooms that are not serviced by a connecting door
Advance deposit
Money requested by the guest service assistants at check-in of a guest who did not make an advance reservation and who is unable to produce any of the credit cards accepted
Amenity
A gift for the guest with complimentary of the hotel
Arrival date
Date of check-in
Arrivals-guests
Number of room check-ins for the period
Available rooms
Total number of units excluding permanent house use and complimentary and “OOO” rooms
Authorization approval code
A code given by credit card company to the hotel to indicate that they have extended credit limit for one of its cardholder
Back of the house
Parts of the hotel with which the guest does not normally come into contact with, i.e, personnel, housekeeping, engineering, accounting, etc.
Billing instructions
Specific instructions related to the settlement mode of the guest’s charges
Block
Room or rooms that are being held for the guest on o certain date.
Booked to capacity
Refers to s situation when the hotel has accepted the maximum number of reservations and is unable to take any more without being placed in an overbooked situation.
Brunch
A meal served after breakfast but before lunch and taking the place of both
Bucket
The space allocated for printed folios, located at cashier stations
Cancellation
A reservation, which is no longer required by the client. Non-guaranteed reservations will be released by 6pm on day of arrival. For guaranteed reservations, no charge will be levied if booking is cancelled before 6pm of scheduled arrival
Cash credit
Written verification of cash received from a guest and applied to his account.
Cash paid-out
Money disbursed for guests, either loans or advance and charge to their accounts
Check-in
Guest arrives and registers in
Check-out
Guest departs and settles the bill
Check-out time
Time designated by hotel for guest to vacate his room at completion of stay. Check-out time normally is 12:00 noon
Check-out print out
A print out of bills for the guest perusal before he settles the amount stated either by cash or credit card
City ledger
A ledger of an account which is not paid at the front office cashier but transferred to the accounts department
Commissions
Money sent to bona-fide travel agents as payment for sending guest to a hotel. It is based on a percentage of the room rate (usually 10%), excluding service charge and prevailing government taxes.
Complimentary
Rooms given free for business promotion purposes (e.g. familiarization groups and travel agents); these free of charge rooms must be authorized by general manager/resident manager/director of marketing
Confidential stay
Guest requesting for his stay to be “unlisted” or “not registered”
Confirmation
A written agreement from hotel to a future guest, showing details of the reserved accommodation
Connecting
Adjacent rooms that are serviced by connecting door
Contracted rates
Specially negotiated room or meal rates or package rates between a company (usually travel agents or airlines) and the hotel for a specific duration. These rates are often confidential
Convention / Associations
Meeting group of 10 rooms or more booked by a corporation but not for incentive purposes
Corporate rate
Rate set by the hotel for all guests whose bookings are made by a company which is listed on the hotel corporate account list
Credit card
The card a guest may use to charge hotel services to, i.e. American Express, Diner’s Club, Visa, Master, etc.
Credit refund
A refund of cash deposit, which was obtained from guest upon check-in, guest is to acknowledge receipt of the credit balance on the system generated paid-out voucher. Refunds of all other credit balances e.g. prepayment/deposit paid by travel agents/companies should only be issued by the accounting department.
Crib
A baby or baby cot
Cut-off date
Designated day when meeting planner (upon request) must release or add to function room or bedroom commitment; standard practice is minimum of 30 days prior to meeting date. For most groups, rooming lists should be sent to the hotel at least two weeks prior to arrival
Daily report
A set of report prepared for management by the midnight shift daily, management uses these report on hotel statistics in their daily planning, forecasting and marketing
Day use room
Rooms only use during the day but not for overnight in calculating the number of rooms used for occupancy, a room that is used twice in the same day is counted as being only used once
Day rate
Amount charges for accommodation used during the day, but not overnight, usually at 50% off rack rate
Dead move
Room change when guest is not in room, to be carried out in the presence of a senior staff, preferably a lobby guest services manager or a security officer
Definite status
Rooms which are confirmed and taken out of general inventory
Departure
Date of check-out
Departures-guests
Number of guest check-outs for the period
D.N.D
A special request by guest who did not wish to be disturbed
Double locked
Door if secured from inside by guest and cannot be opened by room attendant supervisor, it can be double locked by assistant manager and security office for a special reason
Double rooming
When two unrelated guest are mistakenly accommodated in the same room
Downgrade
Moving a guest to a lower category room and decreasing his rate
Due in
Number of expected guests/rooms for the day
Due out
Room expected to vacated
Duplicate folio
Folio that has several copies duplicated for control purpose i.e. guest folio, deposit receipt, room bills etc
Did not check-out
A condition where a room is found vacant, but guest did not settle his account prior to leaving hotel
Direct bill
A pre-arranged process approved by credit of sending the guest’s bill to a company/travel agent after he has checked out
Discount
Percentage taken off from rack room rate, e.g., corporate rate, travel agent rate, airline rate, etc
Double-locked
Guestroom door is bolted from the inside and cannot opened with a key, before knocking on
any guest room door, housekeeping staff must first test the door lock button which indicates if the door is double-locked, do not knock on double-locked doors
Double
Two double-sized beds in one room
Early arrival
Refers to guest checking in before 12 noon
Early morning arrival
Early morning arrival is subject to space availability (6am start to day), if a client informs the hotel that he is arriving early, he must be informed that check-out time is not until 12noon and we cannot guarantee the room before then., we will, however, do our utmost to have a room ready as soon as possible, if the room the night before to ensure immediate availability on arrival
Extra bed
A portable single bed which can accommodate an additional guest, also known as rollaway bed
Extra rate
Applies to third person in room and not extra bed, extra person / bed rate to be waived for suite occupants
Extend stay
An in-house guest who is excepted to check-out, extend his stay of a day or more depending on the rooms availability
Float
The amount of cash a cashier has at his/her disposal for the day
Flat rate
Specific room rates for a group agreed upon by the hotel and group in advance
Guest folio
Statement of the guest’s hotel charges
Guest history
Records showing details of guest previous visits to our hotel, e.g. address, length of stay, credit card used, room preference, smoking, non-smoking, etc
Guest type code
Differentiates amongst various types of guests to allow for delivery of specific amenities and services
Hot card
A credit card which has been report lost or stolen
House status
This term indicates the occupancy of the hotel at any time of the day, expressed in either actual rooms or percentage
Lost and found
An area under the jurisdiction of housekeeping for the control and storage of lost-and-found items
Night audit
A daily reconciliation of accounts receivable that is completed during the midnight shift
Net rate
A non-commissionable rate, inclusive of service and prevailing tax charge
No-show
Guest who did not arrive when accommodation was reserved, guaranteed no-shows are not to be checked into the PMS to capture occupancy, the front office manager consultation with the director of marketing, is to advise the credit manager the following day, which guaranteed no-show to be charged, all relevant correspondences are to be attached to the no-show report and submitted to credit manager for proper bulling
Occupancy
Occupancy is determined by dividing the total occupied rooms (excluding house use, including complimentary rooms)by the total availability rooms
Out Of Order room(OOO)
Those rooms removed from saleable inventory due to renovation, temporary fault or problem rendering them unfits for occupancy, also includes rooms under repair or waiting for repairs
Out Of Service room(OOS)
Rooms temporarily blocked off for minor repair works, e.g., servicing of air-conditioners, general cleaning; or rooms temporarily closed off due to low occupancy (these OOS rooms do not affect the occupancy forecast)
Petty cash
Small cash fund used for minor cash payments and periodically reimbursed
Plus, plus
Short terms for addition of service charge and government tax to the bill or price
Package
A combination of a room, meal, or other services sold in one rate, i.e.
Packages/Promotion
Packages/promotions created by the individual hotel usually for a limited time with certain restrictions
Routing instructions
Process whereby billing instructions are set in guest’s reservations
Sleep out
When a guest keeps the room but does not stay in
Skip
When the room is vacant but the bill is not settled
Same day reservation
Refers to reservations made for today’s arrival
Share with
Two or more guests occupying the same room but with separate accounts or folios
Suite
Accommodation consisting of one or two bedrooms and a connecting sitting room (parlor)
Pledge relocates
Rooms for guests housed at another hotel, but paid for by your hotel as a result of the hotel not being able to honor a guaranteed reservation
POS
Point of sales
Profile
A master record of details of a guest/company, travel agent, e.g. name, address, telephone number, guest history, etc.
Rebate
An adjustment made to the guest folio, this is always a negative figure and is an adjustment due to unsatisfactory services or for a posting error
Rate change
An occupied room, which rate is changed due to certain reason
Room change
When a guest moves from one room to another during his stay
Rack
Published rates
Room revenue
Gross revenue derived from the sale of guestrooms to guests(part day, full day, week or linger occupancy)at quoted rates, includes rental of guest rooms and suites for food and beverage functions, revenue should be stated net of allowances, allowances represent rebates and overcharges of revenue not known at the time of sale but adjusted at a later date, where packages are sold inclusive of meals transportation and other services, which are normally sold separately, the revenue, should be allocated to the relevant departments providing the service in accordance with guidelines issued by corporate office
Travel agent voucher
Document used by the travel agent to instruct the hotel to provide accommodation or meals and payment is to the travel agent
Tentative status
Rooms that have not been taken out of room inventory, pending a signed contract or letter of intent confirmation
Travel agents’ commissions
Commission paid to authorized agents for room business secured usually based on a percentage of the room rate multiplied by the number of room nights produced
Upgrade
Situation where a guest is given a higher-priced room with no adjustments to the confirmed rate
Upsell
Moving a guest into a higher-price room in the hotel with a rate increase
Vacant room
Saleable guestroom that is not occupied VIP
A person designated by management to receive special treatment Voucher
Document used to record debits or credit posted to a room account Walk-in
Guest requesting accommodation at the front desk without prior reservation Wholesale
All individual reservations made by travel agencies or airlines on special contracted rate.
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