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Front Office > Oral Recitation > Flashcards

Oral Recitation Flashcards

1
Q

One guest staying in the room

A

Single Occupancy

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2
Q

Three guest staying in the room

A

Triple Occupancy

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2
Q

Two guest staying in the room

A

Double Occupancy

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3
Q

Changes made in the reservation

A

Ammendments

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4
Q

A confirmed reservation that has been withdrawn by the guest.

A

Cancellation

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4
Q

A confirmed reservation that has been withdrawn by the guest.

A

Cancellation

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5
Q

A room reservation that has been confirmed in writing by a guest.

A

Confirmation

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6
Q

FIT

A

Free Individual Traveller

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7
Q

Guests more than persons who travel together.

A

Group

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8
Q

Person

A

Pax

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9
Q

Confirming more bookings than the number of rooms available in the hotel.

A

Overbooking

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10
Q

A status when guests are kept waiting for a room booking confirmation

A

On - request

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10
Q

GIT

A

Group Inclusive Tour

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11
Q

Different types of rooms

A 
Adjacent room
Adjoining room
Connecting room
Double room
Single room
Triple room
Twin room
Executive room
Suite room
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12
Q

A type of plan where it is room only, without meals.

A

European Plan

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13
Q

A type of plan where it is room + continental breakfast ( bread, fruit, juice or coffee or tea)

A

Continental Plan

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14
Q

A type of plan where a guest house or small hotel offering sleeping accommodations and a morning meal.

A

Bed & Breakfast

15
Q

A type of plan where there is a room + 3 full meals

A

American Plan or Full American Plan

16
Q

A type of plan where there is a room + breakfast + lunch or dinner

A

Modified American Plan

17
Q

the Standard rate or Published tariff defined by the hotel management for a particular room category/type. This is generally printed on the tariff sheet of the hotel and these details are alsosubmitted to the local government authorities for hotel licensing and in some countries for Gov. taxcompliance.

A

Rack Rate

18
Q

These are the rates offered to companies that provide frequent business for the hotel or its chain. This rate may vary according to the volume of business guaranteed by the companies.

A

Corporate Rate

19
Q

A rate less than overnight rate

A

Day Rate

20
Q

A type of rate available from Friday to Sunday.

A

Weekday-Weekend Rates

21
Q

These are rates which is offered to groups, meetings and conventions using the hotel for their functions.

A

Group Rate

22
Q

A room rate with zero room charge which is offered to special guests, industry leaders, Gov. officials etc.

A

Complimentary Rate

23
Q

A room rate with zero room charge which is used for rooms stays for hotel purpose. Eg: Manager or duty room, In-house General / Resident manager room etc

A

House use Rate

24
Q

A rate reserved for families with children. Usually, these rates includeExtra Bed charges and may also include some free add-on activities for children.

A

Family Rate

25
Q

Rates that includes a guest room in combination with other available events or activities. (Eg: Best of London package which includes room rental, all meals, site seeing, airport transfers etc. ) Package rate can be also a simple room and meal package likeAmerican Plan (AP),Modified American Plan(MAP),Continental Plan (CP )

A

Package Rate

25
Q

Rates that includes a guest room in combination with other available events or activities. (Eg: Best of London package which includes room rental, all meals, site seeing, airport transfers etc. ) Package rate can be also a simple room and meal package likeAmerican Plan (AP),Modified American Plan(MAP),Continental Plan (CP )

A

Package Rate

26
Q

What are the sources of reservation? (GGAFCCHARTT)

A 
Global Distribution System
Government Offices
Airlines
FIT ( free individual traveller)
Corporate Accounts
Central Reservation Offices
Hotel Websites
Associations
Referral Hotels- Chain of Hotels
Tour Operators
Travel Agents
27
Q

What are the modes of reservation? (PELTTFCG)

A 
Personal
E-mail or internet access
Letters
Telephone
Telex / telegram
Fax
Call centers
Global Distribution System
28
Q

A type of reservation where it refers to an agreement that a hotel makes to hold a room until cut-off date and time. If the guest does not arrive by that time the room maybe sold to other guests.

A

Regular Reservation

29
Q

A type of reservation applies when the terms of reservation have been verified. Both the hotel and the reserving party agree on the dates, rates and billing arrangement, room type and other arrangements. This type of reservation is confirmed to the guest verbally or in writing through mail, e-mail or fax.

A

Confirmed Reservation

30
Q

A type of agreement where there is an agreement that the hotel makes to hold a room for a guest until the arrives. In return, the guest or his sponsor assures payment for the room.

A

Guaranteed Reservation

31
Q

involves projecting room sales for a specific period, is a natural next step after collecting the data from the reservation process.

A

Forecasting

32
Q

the number of persons registered in a hotel on a specific night.

A

House Count

33
Q

Steps in Receiving Reservation

A

1.) Say the appropriate greeting. Identify the company/department/yourself.
2.) Offer help or assistance
3.) Ask important reservation information.
Name of the guest/company/group name. Type of room or accommodation.
Number of rooms required
Date of arrival/departure.
4.) Check the availability of the room.
5.) If the room requested is available, continue asking other information, ETA, address, telephone no., address, contact person, mode of payment, etc.
6.) Confirm the reservation.
7.) Verify the spelling of the guest name. 8.) Repeat the details of the reservation/guarantee the reservation.
9.) Thank the caller.

34
Q

If the room requested is not available, what would you do?

A

Suggest another date and type of accommodation and continue asking other reservation details. If the type of room and date of arrival/departure cannot be changed, put the reservation on waitlist.
Thank the caller.

35
Q

Steps in cancellation of reservation

A
  1. ) Say the appropriate greeting. Identify the company/department/yourself.
  2. ) Offer help or assistance.
  3. ) Ask the name of the guest, date of arrival and departure.
  4. ) Check the file/computer.
  5. ) Ask the reason why the reservation will be cancelled. Ask the name of the person who cancelled the reservation and indicate the time and date cancelled.
  6. ) Cancel the reservation.
    7) Ask the guest if he would like to make another reservation in the future.
  7. ) Thank the caller.
36
Q

Steps in changing a reservation (9)

A
  1. ) Say the appropriate greeting. Identify the company/department/yourself.
  2. ) Offer help or assistance.
  3. ) Ask the name of the guest, date of arrival & departure.
  4. ) Check the file/computer.
  5. ) Ask the guest what are the changes she would like to make.
  6. ) If the number of rooms, type of accommodation, date of arrival and departure will be changed, check the availability of the rooms.
  7. ) Do the necessary changes of the reservation.
  8. ) Confirm the reservation and repeat the changes made in the reservation.
  9. ) Thank the caller.
37
Q

What are the other special situations in and handling problems in the reservation section

A

Underbooking
Overbooking
No-Shows

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