Lodging Flashcards
The individual(s) responsible for providing guest with detailed information regarding local dining attractions, as well as assisting with related guest needs.
Concierge
Uniformed attendants responsible for guest services, including luggage handling, valet parking, airport transportation, and related guest services.
Bellstaff
Greets guests, open car doors, assist with luggage, parking the car would be the valet’s responsibilities
Valet attendant
Assists guest by open doors (spinning revolving doors) they presence is a strong statement about the hotel, its concern for guests, and level of service, though produce no direct income for the hotel.
Doorperson
Manually operates the mechanical control of the elevator, serves as traffic managers who direct hotel guests to available elevators in the lobby
Elevator Operator
Job consists primarily of taking and entering individual and group reservations into the hotel’s PMS
Reservations Staff
Reviews for accuracy and completeness the accounting transactions from one day to conclude or close that day’s sales information in preparation for posting the transactions of the next day.
Night Auditor
Duties include verifying guest reservations, registering guests, assigning rooms, distributing keys, communicating with housekeeping staff, answering telephones, providing information.
Desk Clerk
Processes guest checkouts and guest legal tender and providing change for guest.
Cashier
Responsible for issuing keys to registered guests
Key clerk
Must be able to locate guests and management staff at a moment’s notice, tracking telephone charges, receives and transcribes messages
Telephone operator
Is a computerized system used by the hotel to manage its rooms, revenue, room rates, reservations and room assignments, guest histories, and accounting information, as well as other guest service and management information functions.
Property Management System (PMS)
Is sometimes referred to as the Front Desk
Front Office
It is the department within the hotel responsible for the management of guest reservations, service, and payment, as well as guest-related data collection and security.
Front Office
Who is responsible for managing the front office staff, room reservations, guest services, and the night audit.
Front Office Manager (FOM)
Aims to attract new customers to the industry, benefiting all properties
RATE DISCOUNTING
In an inelastic market means lower rates do not generate new business in total
RATE CUTTING
Is defined as the change in demand (number of rooms sold) resulting from a change in price (room rates).
ELASTICITY
Excess charges for baggage, meals, and even the use of blankets and pillows are among the new revenue-generating concepts foisted upon passengers by the airline industry
SURCHARGES
Is the hotel’s quoted rate; retail rate
RACKRATES
Is the theoretically charged to full-paying customers.
PUBLISHED RATE
Occurs before the guest arrives at the venue.
Pre-arrival
It is often the first opportunity to greet and welcome the guest face-to-face.
Arrival
The final stage of the guest cycle.
Departure
Refers to the actual stay or period of time spent in the hotel.
Occupancy
a situation in which all rooms are sold or oversold.
Sell-out
an estimate of rooms sold, rooms available, and its percentage (occupancy) for a specific time period
Occupancy forecast
a detailed list of the hotel guest’s room charges ad other charges authorized
Folio
Term used to designate specific configurations of guestrooms
Room type
Number of nights a guest will stay
Nights
Date the guest will leave
Departure
Date the guest will arrive
Arrival
Guest reservation was followed up by reservations agent, if the guest fails to arrive by a given time, the hotel can sell the room to other guests
Confirmed reservation
Guest gave a deposit or advance payment so the hotel will hold the room, regardless if the guest arrives or not
Guaranteed reservation
A reservation for which guests do not provide payment at the time the reservation is made
Non-guaranteed reservation
The guest informed the hotel that he/she will no longer arrive, the hotel may or may not charge the guest depending on the policy and time of cancellation
Cancelled
The per night charge for the room
Room Rate
Is the relative amount charged to a room which is full, and non-discounted.
Rack Rate or published rate
A guest seeking a room who arrives at the hotel without a reservation
Walk-in
A guest claiming a reservation
Claimers
Is when a guest shares a room with another guest.
Share-withs
An additional party joins an already checked-in guest.
Joiners
Assist departmental managers with concerns relating to recruitment, selection, orientation, training, performance evaluation, compensation, labor relations, safety and health, legal, and a wide range of other specialized tasks.
Human resources personnel
A list of tasks that an employee working in a specific position must be able to effectively perform.
Job Description
A list of the personal qualities judged necessary for successful performance of the tasks required by the job description.
Job Specification
Are qualifications to perform a job that are judged reasonably necessary to safely or adequately perform all tasks within the job.
Bonafide Occupational Qualification (BOQs)
Applicants provide data about their name, address, work experience, and other information directly related to the job for which they are applying
Employment Applications
Skill, psychological, and/or drug screening tests (with applicant’s consent)
Employment Testing
Consent by the applicant must be given
Background checks
This makes recruitment a seemingly never-ending and absolute critical task.
Employee turnover rate
Tactics to identify and attract currently employed staff members for job vacancies that represent promotion or lateral transfers
Internal recruiting
Tactics designed to attract persons who are not current hotel employees for vacant positions
External recruiting
Involves evaluating job applicants to determine those most likely to succeed in vacant positions.
Employee selection
It is called where the first applicant who applies gets hired.
warm body syndrome
Is the process of providing basic information about the hotel that should be known by all its employees.
Orientation
Is designed to help improve the knowledge and skills of the hotel’s staff.
Training
The theory and system of setting up, maintaining and auditing the books of a firm
Accounting
It is the art of analyzing the financial position of a business through its sales, purchasing, and overhead
Accounting
It is responsible for identifying information on the transactions, analyzing it and then interpreting each and every document
Accounting Department
Are responsible for providing information that is used to determine the present and future economic stability of the organization
Accountants
The record of all credits and debits associated with a guest or group
Account
include one each for room charges, food and beverage charges and miscellaneous charges.
Common folio divisions
Guest without credit cards on file
cash-only guests
Computer-posted charges are known
interface postings
these are common form hotel outlets that use a cash register and point of sale system, such as a restaurant or gift shop
interface postings
Occurs when a guest signs for a room charge after checking out of the hotel
LATE CHARGE
Commonly used to secure reservations for weddings, or conventions held at the hotel
ADVANCE DEPOSIT
Prepayments for guest rooms or other hotel services
ADVANCE DEPOSIT
In most catering or group events, the deposits are required how many hours before the event occurs
72 hours
A reversal of a posting
ALLOWANCE
Can occur due to duplicate posting, disputes or bad debt
ALLOWANCE
Is an accounting professional who oversees financial reporting, investments, risk management and flow analysis among other financial aspects of the business
CONTROLLER
Performs many clerical and administrative duties that are necessary to run an organizational efficiently
SECRETARY
Divides the various functions to be performed so that the workload will be even
ASSISTANT CONTROLLER
few clerical duties and instead, focus on supporting high-level executives, supervising office staff, conducting research and arranging meetings
Executive secretary
In charge of all the cash banks in the hotel and Makes all deposits of checks and credit card receipts
GENERAL CASHIER
Are often incorporated with the front-office personnel.
FRONT-OFFICE CASHIERS
Responsible to charge the guests the correct amount and secure a form of payment upon check out
FRONT-OFFICE CASHIERS
Responsible for recording charges to guests’ accounts and verifying the revenue for the hotel during the night shift
NIGHT AUDITOR
A fun and challenging position, as it has both accounting and food beverage components
FOOD AND BEVERAGE CONTROLLER
A key area in accounting and ensures that all bills are paid on time and all discounts are taken minimizing the costs of the hotel
ACCOUNT PAYABLE CLERK
Works closely with the purchasing department to verify all invoices to the hotel
ACCOUNT PAYABLE CLERK
Responsible for the accounts receivable working with the city ledger
GUEST AND CITY LEDGERS CLERK
Associated with the guests staying at the hotel
Guest Ledgers
Contains all other billings
City Ledgers
Besides revenues charged to guest rooms, a large hotel earns the bulk of its food and beverage revenues through banquet staff, the sales office staff, and the accounts receivable clerks.
BANQUET AUDITOR
Responsible for checking and granting credit
CREDIT MANAGER
Responsible for calculating the pay rate with the hours worked to do the payroll so paychecks are released on time
PAYROLL
Performs analyses to help managers operate the hotel more effectively
OPERATION ANALYST
Taking care of all technology issues
SYSTEM MANAGER
