Glossary Flashcards

1
Q

Accessible (guestroom)

A

guestroom that is designed to accommodate people with disabilities by removing barriers that otherwise limit or prevent them from obtaining the services that are offered

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2
Q

account

A

device used to show increases or decreases in the asset, liability, or owner’s equity sections of the fundamental accounting equation. because of the visual appearance of account, accountants refer to them as T account

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3
Q

accounting

A

the process of summarizing and reporting financial transactions

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4
Q

advance deposit

A

partial or full payment made for guestroom rental before the guest’s arrival

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5
Q

all-inclusive (rate)

A

special rate that typically includes all guest meals and unlimited beverages as well as the use of specifically identified hotel amenities and services

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6
Q

all-suite hotel

A

lodging property in which all guestrooms are suites

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7
Q

arrival

A

an arriving guest. arrivals are typically counted by the number of individuals. used as in “there will be 300 arrivals tonight, including 150 children.”

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8
Q

arrival list

A

PMS report that details the number and names of guests arriving at the hotel during the report period. the arrival list often contains additional information such as each guest’s departure date, room type requests and room ratw

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9
Q

asset

A

item owned by a business, for example, cash on hand, money in checking or other accounts, money owned to the business, inventories, property, equipment, and furnishings

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10
Q

audit

A

process of verifying records for correctness and completeness

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11
Q

authorize payment card

A

to ensure a card’s validity and payment ability and capacity

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12
Q

availability forecast

A

estimate of the number of rooms that remain to be sold

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13
Q

average daily rate (ADR)

A

average selling price of all guestrooms for a given time period, the formula for ADR is as follows: total revenue/total number of rooms sold

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14
Q

bed & breakfast inn

A

very small (one to several guestrooms) property owned and managed by person living on-site. these businesses typically offer at least one meal daily. also called B&B

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15
Q

bell service attendant

A

entry-level hotel employee who assists guests with luggage and who many deliver newspapers, dry cleaning, and other guest-related incidentals to guestrooms. also called bell staff

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16
Q

best practice

A

process or practice unofficially considered to be an industry standard that is used by professionally operated properties

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17
Q

blackout date

A

any day in which the hotel will not honor a negotiated rate. blackout dates should be identified at the same time the hotel and the client agree on a negotiated rate. common blackout dates include NYE and other times the hotel believes its best interest are served by disallowing the negotiated rate.

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18
Q

block

A

rooms reserved exclusively for members of a specific group. a block consists of all rooms held (reserved) by the hotel for the exclusive use of that group. to se aside rooms in this manner effectively creates a “block” of reservations for the group. sometimes referred as a group block.

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19
Q

bookeeping

A

process of initially recording transactions

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20
Q

brand loyalty

A

interest of guests or potential guests to revisit and recommend a hotel (or restaurants)

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21
Q

bucket check

A

indutry term for a systematic examination of guests’ folios to ensure the accuracy of information. bucket checks typically include rate verification, credit monitoring, and confirmation of departure date and guestroom assignment

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22
Q

budget (economy) limited-service hotel

A

lodging property within the limited-service segment that offers low-priced guestrooms and few, if any, amenities other than a complimentary continental breakfast or coffee service

23
Q

business case

A

advantages that are objectively presented whenever possible in support of a proposal to improve business

24
Q

business plan

A

plan of goals and activities that will be addressed within the next 12 months to move the organization toward attainment of its mission

25
Q

business traveler

A

person who travels primarily for business reasons. such guests often have an expense account to defray reasonable travel costs

26
Q

camp/park lodge

A

sleeping accommodation in parks and other nature conservation areas owned by government agencies and often operated by for-profit management companies

27
Q

cancellation number

A

series of numbers, letters or both, that identifies the cancellation of a specific hotel reservation

28
Q

cashier’s drawer

A

cash, checks, payment card copies, and other financial records for which an employee (cashier) is responsible

29
Q

central reservation system (CRS)

A

entity operated by a franchisor or independently affiliated, that offers potential guests the opportunity to make reservations at the entity’s affiliated (branded) hotels by telephone, fax, or the internet. used as in: what percentage of our transient business last month was generated through CRS?”

30
Q

city ledger

A

set of accounts used to record charges to and payments from a hotel’s nonregistered guests. example include people not staying in the hotel who purchase the hotel’s meeting space, food, or beverages.

31
Q

comp

A

short for complimentary or no charge for a product (room) or service

32
Q

competitive set

A

group of competing hotels to which an individual hotel’s operating performance is compared. often referred to as the comp set

33
Q

concierge

A

indiviudal(s) within a full-service hotel responsible for providing guests with detailed information about local dining and attractions as well as assissting with related guest needs

34
Q

confirmation number

A

number (or with letters) that identifies a specific guest reservation

35
Q

continental breakfast

A

morning meal that includes coffee, juices, and pastries. an upscale continental breakfast may include additional items such as fruits, hot and cold cereals, milk and yoghurt. most limited service hotels offer a complimentary continental breakfast as a guest amenity

36
Q

controller

A

individual (or department) in a hotel responsible for maintaining the back office accounting system

37
Q

convention hotel

A

lodging property with extensive and flexible meeting and exhibition spaces that markets to associations, corporations, and other groups bringing people together for meetings

38
Q

corporate traveler

A

guest who is traveling on business or because of his or her job

39
Q

cost per key

A

average purchase price of a hotel’s guestroom expressed in thousand of dollars. for example, a 200-room hotel offered for $12 million is selling at a cost of $60,000 per key ($12,000,000/200 rooms = $60,000). sometimes called cost per room.

40
Q

credit (accounting)

A

accounting transaction that records a change on the right side of a T account in an asset, liability, or owner’s equity account

41
Q

credit balance

A

amount owed to guests by the hotel. used as in “we just got a check to hold the ballroom for next year’s wedding. when we apply the check to their account, they will have a credit balance of $3,000”

42
Q

credit card

A

system by which banks loan money with interest to consumers as purchases are made. also known as bank cards. merchants accepting the cards for payments are charged a fee by the banks for the charges made by their customers.

43
Q

credit limit report

A

comparison of a guest’s folio balance to amount of credit established for that guest. sometimes referred to as a high-balance report

44
Q

credit manager

A

person responsible for establishing and enforcing the hotel’s credit policies. in smaller properties this role may be filled by the general manager. controller or FOM . in larger hotels, credit management policy may be the result of the joint efforts of several individuals

45
Q

cross-train

A

tactic of training people for more than one position so that they can assist wherever they are needed

46
Q

currency conversion

A

process of accepting payment for charges computed in one currency but paid in the currency of another. ex. a european traveler visiting NYC who wished to pay a bill in Euro dollars rather than in US dollars, would require a currency conversion if the hotel provided this type of service

47
Q

cutoff date

A

date on which unreserved rooms held in a group block are returned to the hotel’s general rooms inventory

48
Q

damages

A

amount of losses or costs assessed to the individual or company that was found to be liable for a wrongful act

49
Q

database

A

collection of facts and statistics that provide useful information

50
Q

day rate

A

special rate that typically includes 8-12 hour use (but not overnight use) of a room.

51
Q

debit (accounting)

A

accounting transaction that records a change on the left-side of a T account in an asset, liability or owner’s equity account

52
Q

debit card

A

payment system in which money collected by a merchant (e.g. hotel) is automatically (electronically) deposited into the merchant’s local bank account. as with credit and T&E cards, merchants accepting the cards assessed a fee for the right to do so

53
Q

deep cleaning

A

intensive cleaning of a guestroom, usually including thorough cleaning of drapes, lamp, shades, carpets, walls and other room fixtures and furnishings