jargon Flashcards
adjoining rooms
rooms that are close to each other but do not connect
advance deposit
a guest sends a payment for a room in advance of the arrival date. this guarantees the reservation
amenity
anything extra in the room such as soap, shampoo, etc.
float or bank
coins and small bill issued to the cashier to make change, foreign currency exchange. must be recorded each shift
bucket
storage units used for guest info. the arrival bucket holds reg cards. these storage units are designed to be picked up easily and carried from the hotel in an emergency
cancellation number
a coded number provided by the hotel to a guest who cancels a registration
cancellation policy
the rules outlining when a guest cancel a guaranteed reservation without penalty
CAS & PBX
private branching exchange or call accounting system
cash guest
when a guest physically arrives to check in and in the process leaves a cash deposit on account to cover the room, room tax, and extra charges
charge or debit
the individual amounts owed by the guest to the hotel for particular items or services provided. these are posted as debits on the guest accounts
check in time
the time at which the hotel promises to have all rooms cleaned and available to be occupied by the arriving guests
city ledger
the hotels accounts receivable ledger for non registered guests
commission rates
a room rate offered by the hotel in which they are NOT willing to pay a percentage in commission to a TA
concessionaires
private business owners who lease a space from the hotel and operate shops (very popular in resorts)
concierge
responsible for handling guest needs
confirmation number
a numeric code attached to the reservation file
confirmed reservation slip
the form that is printed and mailed or faxed to the guest, upon request, providing the guest with written record of the reservation
connecting rooms
rooms with a door between them allowing access
payment voucher or coupon
a slip of paper used to represent a method of payment
direct bill
an MOP that indicates that the guests account is to be direct billed to a third party
discrepant room
a discrepancy between the physical status of a room and the status recording by housekeeping or front desk
early arrival
a guest who arrives before normal arrival time
emergency key
one key that opens all guest rooms
family plan
children stay free
feature
factors regarding a room that can be used as a sales tool (big screen TV, mini bar)
floor limit
the maximum amount of charges permitted to a credit card user at a given property without clearance
folio or guest bill
the guest bill, showing all charges and payments
front office
a broad term that includes front desk and the duties and functions of a front desk`
good hotel
a well run property
guaranteed reservation
payment for the room is promised even if the expected guest fails to arrive. the hotel requires the guest to provide a method of guarantee that may b e charged for one nights stay
guest ledger
the accounts receivable ledger name given to the accounts of the registered guest
house count
the number of registered guest in a hotel
incidentals
charges for services other than the room and room tax
interface
two computer systems linked together allowing communication between them.
late arrival
a guest with a reservation who expects to arrive after the cut off time
late charge
postings for services or items that are processed after the guest has left
late check out
when the guest request to check out past check out time
logbook
written daily record of activities in a department
methods or types of guarantee
credit card number with expiry date
MOP
method of payment (credit, cash, debit, direct billing)
net rates
a room rate offered by the hotel in which the hotel is NOT willing to pay a commission or negotiate
no show
when a guest had a gtd res but did not arrive. the guest would be charged for one nights stay
non guaranteed or 6pm hold
the reservation has been taken and a confirmation number has been given however, no method of guarantee has been given. if the guest doesn’t show up by 6pm the room will be available for someone else
OOO
the room status code that the room is out of order
outlets
restaurants, lounges, bars, stores etc found in a hotel
paid out
cash dispersed or given out by a front desk clerk from the float on behalf of the guest or hotel
parlour
living room part of a room
PMS
property management system. a computer to manage the hotels rooms inventory and guest accounts
POS
point of sale
posting
the process of applying accounting processes, charges, and payments to an account
pre assign
assign a specific room number to a specific reservation
pre key
key envelopes are made up with the guest name and room numbers are put into envelopes in anticipation of arrival
pre register
a specific room number is assigned to a specific arrival reservation, a key envelope is made up, and the account is registered in the computer as if the guest was already there (used to speed up a guests arrival) (VIP)
rebate or credit or allowance
the posting of a reduction or adjustment in the amount owed by the guest to the hotel for an item or service
reg card
the form completed during the check in process when the guest arrives
released reservation
a non guaranteed that has been held until the cut off time, and the guest doesnt show up then it is up for resale
reservation
a mutual agreement between the guests and the hotel for the guest to take accommodations and the hotel receives payment
room count
how many rooms are in a hotel
room rack
a visual representation of all the rooms in the hotel in number order and shows the current status of the rooms
room status
the description of the physical status of the room (vacant , occupied, dirty)
rooms division
the operating departments in the hotel that look after the rooms
single/double/single/quad
types of rooms
share
when two or more people occupy a room they may or may not want to separate bills, accounts, or folios
skipper
a guest who leaves the hotel with an unpaid bill and has no MOP
sleeper
front desk makes the mistake of leaving a room registered, but the guest is physically departed
hide a bed
sofa with a fixed bed hidden inside (or murphy bed on the wall)
transfer
moving a posting from one account to another
turn away
potential guest who is denied a room upon arriving without a reservation
turn down
extra housekeeping service provided in the early evening
walk in
when a reservation is made when someone walks in
