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Front Office > Terms And Meanings > Flashcards

Terms And Meanings Flashcards

1
Q

Account receivables

A

The amount of money an organization has the right to receive within some specified period (say 30 days) against the delivery of products/services.

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2
Q

Corporate guests

A

Corporate guests—frequent guests who are employed by a company and receive a
special room rate

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3
Q

Conventionguests

A

Convention guests—guests who attend a large convention and receive a special
room rate

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4
Q

ADR full form and formula

A

Average daily rate

Room revenue/ number of rooms

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5
Q

What is rev par

A

It is how much revenue is generated per room against total inventory

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6
Q

Rev par formula

A

ADR x OCC
Total revenue divided by the number of rooms available for sale

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7
Q

Account balance

A

Difference between charge and credits in an account

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8
Q

Cancellation charges

A

They are the charges borne by the guest on cancellation of a confirmed reservation or for not showing-up on confirmed reservation.

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9
Q

Concierge

A

Information desk that assists guests for transportation, booking of events outside the hotel.

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10
Q

GRC

A

Guest Registration Card, which the guest needs to fill in with personal formation at the time of registration.

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11
Q

IP-PBX

A

Internet Protocol Private Branch Exchange, where internet protocol is used for call transmission.

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12
Q

PBX

A

Private Branch Exchange, a private network of telephones within an organization.

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13
Q

POS

A

Acronym for Point of Sale. It is the revenue generating place in the hotel where retail transactions are carried out

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14
Q

Nerve centre of the hotel property

A

Front office

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15
Q

Which two functions are important of a front desk operations

A

Communications and accounting

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16
Q

What is total quality management

A

TQM is a management technique that encourages managers to look critically at processes used to produce products and services

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17
Q

What is average daily rate(ADR)

A

Average selling price of all guest rooms for a given time period

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18
Q

Yield percentage

A

The effectiveness of a hotel at selling it’s rooms at the highest rate available to the most profitable guest, reveals a facilitys success in selling it’s room inventory on a daily basis

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19
Q

Gross operation profit per available room ( GOPPAR)

A

Is defined as total gross operating profit per available room per day

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20
Q

Revenue per available customer ( RevPac)

A

It represents the total revenue generated by a single customer

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21
Q

Access time

A

The amount of time required for a processor to retrieve information from the hard drive; recorded in milliseconds

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22
Q

Accounts payable

A

Financial obligations the hotel owes to private and government-related agencies and vendors

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23
Q

Aging of accounts

A

Indication of the stage of the payment cycle eg 10 days old, 30 days overdue, 60 days overdue

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24
Q

All- suites

A

A level of service provided by a hotel for a guest who desires an at- home atmosphere

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25
Q

Amenities

A

Amenities are a service or item offered to guests or placed in the guest room, bathroom and kitchen etc. for convenience and comfort and at no extra cost.

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26
Q

American hotel and lodging association

A

A professional association of hotel owners, managers, and persons in related occupations

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27
Q

Americans with disabilities act (ADA)

A

A U.S. law enacted in 1990 that protects people with disabilities from being discriminated against when seeking accomodations and employment

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28
Q

Assets

A

Items with monetory value

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29
Q

Assistant general manager

A

A person in the hotel who executes plans developed by the corporate owners, general manager and other members of the management staff

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30
Q

Athletics director

A

The person responsible for supervising physical exercise facilities for guests

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31
Q

Atrium concept

A

A hotel design in which guest rooms overlook the lobby from the first floor to the roof

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32
Q

Average daily rate (ADR)

A

A measure of the hotel staffs ability to sell available room rates

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33
Q

Back office

A

The accounting office of a hotel

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34
Q

Back office accounts payable

A

Amounts of money prepaid on behalf of the guest for future consumption of a good or service ( also referred to as back office cash accounts)

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35
Q

Balance sheet

A

An official financial listing of assets, liabilities and owners equity.

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36
Q

Bank cards

A

Credit cards issued by banks, eg VISA, MasterCard and JCB

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37
Q

Banquet manager

A

A person responsible for fulfilling the details of service for a banquet or special event

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38
Q

Banquet sheet

A

A listing of the details of an event at which food and beverages are served

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39
Q

Bell captain

A

The supervisor of the bell staff

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40
Q

Bell staff

A

People who lift and tote baggage, familiarise guests with their new surroundings, run errands, deliver supplies, provide guests with information on in- house marketing efforts and local attractions, and act as the hospitality link between the lodging establishment and the guest

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41
Q

Bill- to-account

A

An extension of credit to a guest by an individual hotel; it requires the guest or the guests employer to establish a line of credit and to adhere to a regular payment schedule

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42
Q

Bill- to-account

A

An extension of credit to a guest by an individual hotel; it requires the guest or the guests employer to estaby a line of credit and to adhere to a regular payment schedule

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43
Q

Biometrics

A

An individual electronic measurement of the uniqueness of a human being eg, voice, handprint or facial characteristics

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44
Q

Blackout

A

Total loss of electricity

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45
Q

Blocking on the horizon

A

Reserving guest rooms in the distant future

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46
Q

Blocking procedure

A

Process of reserving a room on a specific day

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47
Q

Bottom up

A

A sales method that involves presenting the least expensive rate first

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48
Q

Brownout

A

Partial loss of electricity

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49
Q

Bus association network

A

An organisation of bus tour owners and operators who offer transportation and travel information to groups

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50
Q

Business affiliation

A

Chain or independent ownership of hotels

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51
Q

Business services and communications centre

A

Guest services that include copying, computers, fax etc

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52
Q

Call accounting

A

A computerized system that allows for automatic tracking and posting of outgoing guest room calls

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53
Q

Cancellation code

A

A sequential series of alphanumeric combinations that provide the guest with a reference for a cancellation of a guaranteed reservation

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54
Q

Cash bank

A

Cash Bank-It is a amount of cash assigned to a cashier,so that he or she can handle the various transaction occur during particular shift.

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55
Q

Cashier

A

A person who processes guest checkouts and legal tender and makes change for guests

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56
Q

Cashiers report

A

A daily cash control report that lists cashier activity of cash and credit cards and machine totals by cashier shift

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57
Q

Chain

A

A group of hotels that follow standard operating procedures such as marketing, reservations, quality of service, food and beverage operations, housekeeping and accounting

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58
Q

Chain affiliations

A

Hotels that purchase operational and marketing services from a corporation

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59
Q

City ledger accounts

A

A collection of accounts receivable of nonregistered guests who use the services of the hotel

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60
Q

Collective bargaining unit

A

Labor union

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61
Q

Commercial cards

A

Credit cards issued by corporations eg dinners club

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62
Q

Commercial hotels

A

Hotels that provide short term accommodations for traveling guests

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63
Q

Commercial rates

A

Room rates for business people who represent a company but do not necessarily have bargaining power because of their infrequent or sporadic pattern of travel

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64
Q

Communications hierarchy

A

The order in which management personnel may be called on to take charge in an emergency situation

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65
Q

Company owned property

A

A hotel that is owned and operated by a chain organization

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66
Q

Complimentary rate ( comp)

A

No charge to the guest

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67
Q

Computer supplies

A

Paper, forms, ribbons, ink cartridges, and floppy disk needed to operate a computer system

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68
Q

Conference call

A

A conversation in which three or more persons are linked by telephone

69
Q

Contactless locks

A

Locks that use radio frequency identification (RFID) to control entry into guest, public, and work areas in a lodging property eg wristbands, key fobs, and key cards

70
Q

Continental breakfast

A

Juice, fruits, sweet roll , and/or cereal

71
Q

Controller

A

The hotels internal accountant

72
Q

Corporate client

A

A hotel guest who represents a business or is a guest of that business and who provides the hotel with an opportunity to establish a regular flow of business during sales periods that would normally be flat

73
Q

Corporate rates

A

Room rates offered to corporate clients staying in the hotel

74
Q

CPS

A

Characters per second- measure of the speed with which individual characters are printed

75
Q

Credit

A

A decrease in an asset or an increase in a liability or an amount of money the hotel owes the guest

76
Q

Credit balance

A

Amount of money an hotel owes guests in future services

77
Q

Credit card imprinter

A

Machine that makes an imprint of the credit card the guest will use as the method of payment

78
Q

Credit card validator

A

A computer terminal linked to a credit card data bank that holds information concerning the customers current balance and security status

79
Q

Crisis management

A

Maintaining control of an emergency situation

80
Q

Cross-training

A

Training employees to perform multiple tasks and jobs

81
Q

Cumulative total feature

A

An electronic feature of PMS that adds all posted room rate amounts into one grand total

82
Q

Current guests

A

Guests registered in the hotel

83
Q

Cursor

A

A flashing point on a monitor that indicates where data can be entered on a computer screen

84
Q

Customer relationship management

A

A system that allows hotel managers to integrate technology to support customer service techniques that provide top- notch customer service

85
Q

Cycle of service

A

The progression of a guests request for products and services through a hotels departments

86
Q

Daily announcement board

A

An inside listing of the daily activities of the hotel ( time, group, and room assignment)

87
Q

Daily blocking

A

Assigning guests to their rooms on a daily basis

88
Q

Daily flash report

A

A PMS listing of departmental totals by day, period to date, and year to date that helps the manager determine financial success of the previous day and current status in achieving other financial goals

89
Q

Daily function sheet

A

A listing of the planned events in the hotel

90
Q

Daily sales report

A

A financial activity report produced by a department in a hotel that reflects daily sales activities with accompanying cash register tapes or point of sale audit tapes

91
Q

Database interfaces

A

The means of sharing of information among computers

92
Q

Data sorts

A

Report options in a PMS that indicate groupings of information

92
Q

Data sorts

A

Report options in a PMS that indicate groupings of information

93
Q

Data sorts

A

Report options in a PMS that indicate groupings of information

94
Q

Debit

A

An increase in an asset or a decrease in a liability

95
Q

Debit balance

A

An amount of money the guest owes the hotel

96
Q

Debit cards

A

a card allowing the holder to transfer money electronically from their bank account when making a purchase

97
Q

Deep cleaning

A

a thorough cleaning of furniture and accessories, windows, flooring and walls

98
Q

Demographic data

A

Size, density, distribution, and vital statistics of the population broken down into, for example age , sex , marital status and occupation categories

99
Q

Departmental accounts

A

Income and expense generating areas of the hotel such as restuarantsb, the gift shop, and banquets

100
Q

Desk clerk

A

The person who verifies guest reservations, registers guests, assigns rooms, distributes keys, communicates with the Housekeeping staff, answers telephones , gives information about and directions to local attractions, accepts cash and gives change, and acts as liaison between the lodging establishment and the guest as well as the community

101
Q

Direct- mail letters

A

Letters sent directly to individuals in a targeted market group in a marketing effort

102
Q

Director of marketing and sales

A

The person who analysis available Markets, suggests products and services to meet the needs of those markets and sells those products and services at a profit

103
Q

Director of security

A

The person who works with department directors to develop procedures that help ensure employee honesty and guest safety

104
Q

Discretionary income

A

The money remaining from wages after paying for necessities such as food, clothing, and shelter

105
Q

Disk drive

A

A place in the computer where data is stored or read; CD drive, hard drive, or key drive

106
Q

Documentation

A

Printed or on- screen instructions for operating hardware or software that accompanies a specific PMS

107
Q

Double occupancy percentage

A

A measure of a hotels staff ability to attract more than one guest to a room; the method to compute double occupancy percentage is number of guests minus number of rooms Sold divided by number of rooms Sold multiply by 100

108
Q

Eco tourists

A

Tourists who plan vacations to understand the culture and environment of a particular area

109
Q

Electronic key

A

A plastic key with electronic codes embedded on a magnetic strip

110
Q

Electronic key system

A

A system composed of battery-powered or less frequently, hardwired locks; a host computer and terminals; a keypuncher, and special entry cards used as keys

111
Q

Elevator operator

A

A person who manually operates the mechanical controls of the elevator

112
Q

Email

A

A communication system that uses an electronic network to send messages via computers

113
Q

Employee handbook

A

Publication that provides general guidelines concerning employee conduct

114
Q

Empowerment

A

Managements act of delegating certain areas of authority and responsibility to frontline employees

115
Q

Ergonomics

A

The Study of how people relate psychologically and physiologically to machines

116
Q

Euro

A

The accepted currency for some European States
Belgium
Germany
Spain
France
Ireland
Italy
Luxembourg
The Netherlands
Austria
Portugal
Finland
And Greece

117
Q

European plan

A

A rate that quotes room charges only

118
Q

Executive housekeeper

A

The person responsible for the upkeep of the guest rooms and public areas of the lodging property as well as control of guest room inventory items

119
Q

Express checkout

A

Means by which the guest uses computer technology in a guest room or a computer in the hotel lobby to check out

120
Q

Extended stay

A

A level of service that attracts long term guests by providing light food service and amenities including a fully equipped kitchenette, spacious bedrooms and living areas for relaxation and work

121
Q

FAM( familiarisation) tours:

A

complimentary visits, sponsored by the lodging property, that host representatives of travel organizations, bus associations, social and non profit organizations and local corporate traffic managers

122
Q

Family rates

A

Ro rates offered to encourage visits by families with children

123
Q

Fax machine

A

A device that sends and receives printed pages or images over telephone lines

124
Q

Fire safety display terminal

A

A device that ensures a constant surveillance of sprinkler systems and smoke detectors

125
Q

Float

A

The delay in payment from an account after using a credit card or personal check

126
Q

Floor inspector

A

A person who supervises the housekeeping function on a floor of a hotel

127
Q

Floor limit

A

Credit limit given by the credit Card company to the customer

128
Q

Flow analysis processes

A

The preparation of a schematic drawing of the operations included in a particular function

129
Q

Folio

A

An account assigned to individual inhouse guest

130
Q

Folio well

A

A device that holds individual guest folios and city ledger folios

131
Q

Food and beverage director

A

The person responsible for the efficient operation of the kitchen, dining rooms, Banquet service, room service and lounge

132
Q

Foot patrol

A

Walking the halls, corridors I and outside property of a hotel to detect breaches of guest and employee safety

133
Q

Forecasting

A

Projecting room sales for a specific period

134
Q

Franchisee

A

A hotel owner who has access to a national reservation system and recieves the benifits of the corporations management expertise, financial backing, national advertising, group purchasing

135
Q

Front-line employees

A

Employees who deliver service to guests as front desk clerks, cashiers, switchboard operators, bellhops, concierge and housekeeping employees

136
Q

Front office

A

The communication , accounting and service centre of the hotel

137
Q

Front office manager

A

The person responsible for leading the front office staff in delivering hospitality

138
Q

Full house

A

Is 100% hotel occupancy; a hotel that has all its guest rooms occupied

139
Q

Full service

A

A level of service provided by a hotel with a wide range of conveniences for the guest

140
Q

Function sheet

A

Listing of daily events in a hotel eg. Meetings

141
Q

General ledger

A

A collection of accounts the controller uses to organise the financial activities of the hotel

142
Q

General manager

A

The person in charge of directing and leading the hotel staff in meeting it’s financial, environmental and community responsibility

143
Q

Gigabyte

A

1024 megabytes of formatted capacity

144
Q

Gigahertz

A

A unit of frequency equal to 1billion hertz; indicates computer speed

145
Q

Global distribution system

A

Distribution of hotel rooms to corporations such as travel agents that buy rooms in large volume

146
Q

Going green

A

The responsibility to take care of the environment

147
Q

Group planner

A

The person responsible for securing guest room accommodations, food and beverage programs, transportation reservations , meeting facilities, registration procedures, tours, and information on sightseeing, while maintaining a budget, for group travelers

148
Q

Group rates

A

Room rates offered to large groups of people visiting the hotel for a common reason

149
Q

Group travelers

A

People travelling on business or for pleasure in an organized fashion

150
Q

Gross operating profit per available room( GOPPAR)

A

Tot revenue less the total departmental and operating expenses; it does not indicate the revenue mix of the hotels property

151
Q

Guaranteed reservation

A

Prospective guests who have made a contract with the hotel for a guest room

152
Q

Guest folio

A

An account assigned to individual inhouse guest

153
Q

Guest histories

A

Details concerning the guests visits, such as ZIP code, frequency of visits, corporate affiliation or special needs

154
Q

Guest supplies

A

Commonly referred to as guest amenities or personal toiletries; care items such as small bottles of shampoo, hair conditioner, lotion, soap, mouthwash, shoeshine cloth, or a mending kit

155
Q

Guest test

A

evaluation procedures in which an outside person is hired by the hotel to experience hotel services and report the findings to management

156
Q

Half- day - rate

A

A room rate based on length of guest stay in a room- usually less than a full day

157
Q

Hard key system

A

A security device consisting of the traditional hard key that fits into a keyhole in a lock; preset tumblers inside the lock are turned by the designated key

158
Q

Hardware

A

Computer equipment used to process software, eg, central processing units, keyboards , monitors and printers

159
Q

HITEC

A

An acronym for hospitality industry technology exposition and conference, which features all the latest computer software for the hospitality industry

160
Q

Hospitality

A

The generous and cordial provision of services to a guest

161
Q

Hotel broker

A

A person who sells hotel room prize packages to corporations, sweetstakes promoters, game shows, and other sponsors

162
Q

Hotel representative

A

A member of marketing and sales department of the hotel who actively seeks out group activities planners

163
Q

House count

A

Total number of guests residing in a hotel

164
Q

Housekeepers room report

A

A daily report that lists the occupancy status of each room according to the Housekeeping department

165
Q

Housekeeping room status

A

Terminology that indicates availability of a guest room such as available, clean, or ready ( room is ready to be occupied), occupied ( guest or guests are already occupying a room) dirty or stayover ( guests will not be checking out of the room on the current day ), on change ( guest has checked out of the room, but the Housekeeping staff has not released the room for occupancy), and out of order ( the room is not available for occupancy because of a mechanical malfunction)

166
Q

House limit

A

A dollar amount set by the hotel that allows for a maximum amount of guest charges

167
Q

Human resource manager

A

The person responsible for administering federal, state and local employment laws as well as advertising, screening, interviewing, selecting, orienting, training, and evaluating employees

Front Office (10 decks)

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