property management systems and front office operations Flashcards
What are the 4 stages of the guest cycle?
Pre-arrival, Arrival, Occupancy, Departure
Define occupied.
A room that is currently being used by a guest.
What is a complimentary stay?
A stay where no charge is applied.
What does ‘stay over’ mean?
A guest who remains in the same room for an additional night.
Define ‘on-change.’
A room that is currently being cleaned or prepared for the next guest.
What does ‘Do Not Disturb’ signify?
A request by the guest to not be disturbed.
What is a ‘skipper’?
A guest who leaves without paying their bill.
Define ‘sleeper.’
A guest who has checked in but has not yet shown up for their stay.
What does ‘out of order’ mean?
A room that is not available for guests due to maintenance issues.
What is a ‘lock-out’?
A situation where a guest is unable to access their room due to payment issues.
Define ‘due out.’
A guest who is scheduled to check out soon.
What does ‘check-out’ refer to?
The process of a guest settling their bill and leaving the hotel.
What is ‘late check-out’?
An extension of the check-out time beyond the standard time.
What does ‘vacant and ready’ mean?
A room that is empty and prepared for the next guest.
What are the definitions of room types?
- Single
- Double
- Triple
- Quad
- Queen
- King
- Twin
- Double – Double
- Mini / Junior Suite
- Suite
- Connecting room
What is a non-automated front office system?
A system where all documents are created manually.
What is a semi-automated front office system?
A system that uses a cash register to print receipts.
What characterizes a fully automated front office system?
Includes systems like point-of-sale and electronic locking.
Name a guest-operated interface.
In-room folio review and check-out.
What are some functions of a Property Management System (PMS)?
- Reservation - Individual
- Reservation – Group
- Check In / out
- Financial transactions
- Housekeeping
- Night Audit
What is included in the guest history function of a PMS?
Records of previous guest stays and preferences.
What are some examples of system interfaces?
- In-room entertainment
- In-room vending machines
- In-room Internet access
What is the purpose of the night audit function?
To reconcile the day’s transactions and prepare for the next day.
Define ‘adjoining.’
Rooms that are next to each other but do not have a connecting door.
What is a ‘single’ room?
A room designed for one guest.
What does ‘OOO’ stand for?
Out of Order.
What type of assignment is referenced in the Amazing Race Assignment?
Researching hotels in the area.
What is the role of team members in the Amazing Race Assignment?
One team member posts the assignment.
