2nd Flashcards
The registration process the most important part of the hotel experience for the guest.
GUEST REGISTRATION
A billing arrangement under which room charges include the guestroom and three meals, Also called a full board / full pension.
American Plan (AP)
A billing arrangement under which meals are priced separately or room only plan
European Plan (EP)
A billing arrangement under which the daily rate is including room and two meals, generally Breakfast and dinner.
Modified American Plan (MAP)
One of the most common/preferred billing arrangements which includes room and continental breakfast.
Continental Plan ( CP)
which are inclusive of all applicable taxes and service charges. Eg: CPAI, MAPAI, APAI etc.
All-Inclusive (AI)
The published tariff for each room type/category in a hotel.
Rack Rate
Located at reception containing instructions/information/ happenings/handover of the day to know of.
Log Book
A printed form for a registration record, In most countries, the guest’s signature on a registration card is required by law.
Registration Card
An indicator of a room’s long-term availability for assignment.
Reservation Status
The price of hotel charges for overnight accommodations.
Room Rate
A guest who leaves with no intention of paying for the room.
Skipper
A guest who checks in to the hotel with very little or no luggage.
Scanty Baggage
A guest who arrives at a hotel without a reservation.
Walk-in
Turning away a guest who has a reservation because of a lack of room availability.
Walking
Guests expected to check out on a given day who have not yet done so.
Due outs
A Guest who stays more than a certain number of days, Eg: More than 7 days, etc.
Long Stay
accepting more reservations than there are available rooms.
Overbooking
Blocking fewer rooms than the number requested by a group, based on previous group history.
Wash down
A division of the flow of business through a hotel that identifies the physical contacts and financial exchanges between the guests and the hotel.
Guest Cycle
A form ( paper or electronic) used to chart transactions on an account assigned to a person or guest room.
Guest Folio
A transaction requiring posting to a guest account that does not reach the front office for posting before the guest has checked out or done the final settlement.
Late Charge
Special functionality on Property management systems (PMS) to a
No Post
A sales technique whereby a guest is offered a more expensive room than what he or she reserved or originally requested, and then persuaded to rent the room based on the roo
Upselling
An agreed-upon number of rooms set aside for members of a group planning to stay in a hotel.
Block
To sell or reserve rooms ahead of time.
Book
A code that provides a unique reference to a reservation record and assures the guest that the reservation record exists.
Confirmation Number
When Reservation is guaranteed with a Credit card, Deposit, Company / TA voucher, etc.
Confirmed Booking
When the reservation is waiting for the booker’s confirmation.
Tentative Booking
Reservation kept on hold due to the hotel being overbooked.
Waitlisted Booking
The date agreed upon between a group and a hotel after which all unreserved rooms in the group’s block will be released back to the general availability.
Cut-off date
Indicates the date when the reservation was manually canceled.
Cancellation date
A guest who made a room reservation but did not register or check-in.
No-Show
where guests make future bookings or changes to current ones.
Reservations
where all phone calls come in. Calls are then transferred to
guests or other departments.
Communications
where guests can go if they have questions or want to make
bookings for tours.
Concierge
person who works at the front desk of a hotel, greeting and
assisting guests.
Receptionist
you must go out of your way to take care of a guest’s needs. This may
even involve performing tasks outside your area of responsibility.
Attitude
we cannot have a rule or procedure that applies to
every guest. Common sense must prevail and every staff should be flexible in his
approach.
streamlined procedures
even if you are busy, you must recognize when the guest is
trying to get your attention.
Prompt Attention
do not leave the guest unattended after performing your
specific function.
Extended services
room side by side
adjoining rooms
BAR
Best available rate
move a guest to other accommodation
bump
the hotel is fully booked
closed dates
payment received in advance
deposit
before their booked departure date
early departure
guest stays in the room longer
extension
FOC
Free of charge
FIT
Free independent traveler
ending pass
handover
rooms side by side with a connecting door
interconnecting rooms
how full the hotel is
occupancy
entering charges
posting
special guest requests
trace
