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Front Office > 2nd > Flashcards

2nd Flashcards

1
Q

The registration process the most important part of the hotel experience for the guest.

A

GUEST REGISTRATION

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2
Q

A billing arrangement under which room charges include the guestroom and three meals, Also called a full board / full pension.

A

American Plan (AP)

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3
Q

A billing arrangement under which meals are priced separately or room only plan

A

European Plan (EP)

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4
Q

A billing arrangement under which the daily rate is including room and two meals, generally Breakfast and dinner.

A

Modified American Plan (MAP)

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5
Q

One of the most common/preferred billing arrangements which includes room and continental breakfast.

A

Continental Plan ( CP)

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6
Q

which are inclusive of all applicable taxes and service charges. Eg: CPAI, MAPAI, APAI etc.

A

All-Inclusive (AI)

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7
Q

The published tariff for each room type/category in a hotel.

A

Rack Rate

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8
Q

Located at reception containing instructions/information/ happenings/handover of the day to know of.

A

Log Book

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9
Q

A printed form for a registration record, In most countries, the guest’s signature on a registration card is required by law.

A

Registration Card

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10
Q

An indicator of a room’s long-term availability for assignment.

A

Reservation Status

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11
Q

The price of hotel charges for overnight accommodations.

A

Room Rate

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12
Q

A guest who leaves with no intention of paying for the room.

A

Skipper

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13
Q

A guest who checks in to the hotel with very little or no luggage.

A

Scanty Baggage

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14
Q

A guest who arrives at a hotel without a reservation.

A

Walk-in

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15
Q

Turning away a guest who has a reservation because of a lack of room availability.

A

Walking

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16
Q

Guests expected to check out on a given day who have not yet done so.

A

Due outs

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17
Q

A Guest who stays more than a certain number of days, Eg: More than 7 days, etc.

A

Long Stay

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18
Q

accepting more reservations than there are available rooms.

A

Overbooking

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19
Q

Blocking fewer rooms than the number requested by a group, based on previous group history.

A

Wash down

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20
Q

A division of the flow of business through a hotel that identifies the physical contacts and financial exchanges between the guests and the hotel.

A

Guest Cycle

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21
Q

A form ( paper or electronic) used to chart transactions on an account assigned to a person or guest room.

A

Guest Folio

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22
Q

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.

A

Late Charge

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23
Q

Special functionality on Property management systems (PMS) to a

A

No Post

24
Q

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

A

Upselling

25
Q

An agreed-upon number of rooms set aside for members of a group planning to stay in a hotel.

A

Block

26
Q

To sell or reserve rooms ahead of time.

A

Book

27
Q

A code that provides a unique reference to a reservation record and assures the guest that the reservation record exists.

A

Confirmation Number

28
Q

When Reservation is guaranteed with a Credit card, Deposit, Company / TA voucher, etc.

A

Confirmed Booking

29
Q

When the reservation is waiting for the booker’s confirmation.

A

Tentative Booking

30
Q

Reservation kept on hold due to the hotel being overbooked.

A

Waitlisted Booking

31
Q

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.

A

Cut-off date

32
Q

Indicates the date when the reservation was manually canceled.

A

Cancellation date

33
Q

A guest who made a room reservation but did not register or check-in.

A

No-Show

34
Q

where guests make future bookings or changes to current ones.

A

Reservations

35
Q

where all phone calls come in. Calls are then transferred to
guests or other departments.

A

Communications

36
Q

where guests can go if they have questions or want to make
bookings for tours.

A

Concierge

37
Q

person who works at the front desk of a hotel, greeting and
assisting guests.

A

Receptionist

38
Q

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.

A

Attitude

39
Q

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.

A

streamlined procedures

40
Q

even if you are busy, you must recognize when the guest is
trying to get your attention.

A

Prompt Attention

41
Q

do not leave the guest unattended after performing your
specific function.

A

Extended services

42
Q

room side by side

A

adjoining rooms

43
Q

BAR

A

Best available rate

44
Q

move a guest to other accommodation

A

bump

45
Q

the hotel is fully booked

A

closed dates

46
Q

payment received in advance

A

deposit

47
Q

before their booked departure date

A

early departure

48
Q

guest stays in the room longer

A

extension

49
Q

FOC

A

Free of charge

50
Q

FIT

A

Free independent traveler

51
Q

ending pass

A

handover

52
Q

rooms side by side with a connecting door

A

interconnecting rooms

53
Q

how full the hotel is

A

occupancy

54
Q

entering charges

A

posting

55
Q

special guest requests

A

trace

Front Office (2 decks)

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