Rooms Division Vocab (A -> F)

Question 1

6 pm release

Answer 1

when there is a non-guaranteed booking and the guest hasn’t arrived at 6pm they release the room and can sell it to another customer

Question 2

Accountability

Answer 2

Responsibility

Question 3

Actual arrivals/ departures

Answer 3

No. and names of guests that actually arrived (without cancellations) and had reservations + walk ins. Guests that actually left the hotel (understays included)

Question 4

area inventory list

Answer 4

list of all items within each area that will need housekeeping attention

Question 5

arrival

Answer 5

number of guest coming into the house/ organisation

Question 6

authorize payment card

Answer 6

to ensure a card’s validity and payment ability

Question 7

availability forecast

Answer 7

estimate the number of rooms that remain to be sold

Question 8

average daily rate

Answer 8

rooms revenue/no. of rooms sold = ADR

Question 9

average number of guests per room

Answer 9

no. of guests in house/ no. of occupied rooms

Question 10

back of house

Answer 10

everything not happening in front of the customer

Question 11

bell service attendant

Answer 11

entry level hotel employee who assists guests with luggages

Question 12

BH (schedule)

Answer 12

Bank Holidays

Question 13

Business traveller

Answer 13

someone who travels for business purposes

Question 14

C/I

Answer 14

check in

Question 15

C/O

Answer 15

Check out

Question 16

Call accounting system

Answer 16

establish telephone charge

Question 17

cancellation

Answer 17

reservation is cancelled

Question 18

Cancellation policies

Answer 18

• Details the terms under which a booking reservation may be rescinded
• Any penalties incurred

Question 19

Concierger

Answer 19

• Arrange guest transports
• assist guests during their stay
• in charge of giving info about the city, place to visit and restaurants
• deals with stuff outside the hotel

Question 20

concierge level

Answer 20

section of a hotel reserved for special guests who pay a higher rate

Question 21

continental breakfast

Answer 21

morning meal that includes coffee, juices and pastries

Question 22

controllable work

Answer 22

Back of house predictable work

Question 23

controller

Answer 23

individual/ department in a hotel responsible for back office accounting system

Question 24

cross train

Answer 24

• going to other departments and observe how they work

- take place in the form of training instead of only observing

Question 25

day rate

Answer 25

• special room rate
• short staying guest
• 8 hour or 12 hour without staying overnight

Question 26

day use

Answer 26

customers only stay a couple hours during the day (not overnight)

Question 27

deep cleaning

Answer 27

intensive cleaning of the guest room

Question 28

department

Answer 28

different parts within a division

Question 29

distressed passenger

Answer 29

guest in house due to their air travel delays

Question 30

division

Answer 30

different part of an hotel. such as HR, sales & marketing, F&B, Spa, Finance

Question 31

DO (Schedule)

Answer 31

day off

Question 32

DOS (Director of Sales)

Answer 32

responsible for a hotel’s sales effort

Question 33

dotted line in an organizational chart

Answer 33

high degree of cooperation and communication within the organizational chart

Question 34

due out

Answer 34

the room is expected to become vacant after the following guest checks out

Question 35

early check in

Answer 35

• request by a guest

- take possession of a room before the hotel’s normally established check-in time

Question 36

early departure

Answer 36

guest who checks out of the hotel before his or her originally scheduled check-out date

Question 37

e-concierge

Answer 37

a concierge that takes place through a digital platform, such as a screen/ robot

Question 38

emergency procedures

Answer 38

a procedure adopted to meet an emergency

Question 39

employee to room ratio

Answer 39

number of employees/ number of rooms

Question 40

entry level positions

Answer 40

a job does not require prior experience in the field or profession

Question 41

expected arrivals/ departures

Answer 41

estimated number of arrivals and departures of the day or certain period

Question 42

external concierge

Answer 42

concierge service for guest out of guest (email/ direct phone calls)

Question 43

FOM (Front office manager)

Answer 43

• senior person in office environment

- accountable for maintaining a professional work environment, staff supervision, administrative support

Question 44

forecast

Answer 44

estimate of future sales activity

Question 45

form of payment

Answer 45

method that guests use to pay their bills

Question 46

franchisee

Answer 46

party that pays money to buy the right to use one brand’s name, logo and systems

Question 47

franchise

Answer 47

arrangement whereby one party (franchisor) allows another party (franchisee) to use its logo, name, system and resources in exchange to a fee

Question 48

franchisor

Answer 48

company that manages the brand and sells the right to use the brand name

Question 49

frequency standard

Answer 49

for planning, to spread the work to make it even. how often you need to maintain and clean thing.

Question 50

front of house

Answer 50

department that works in a hotel by making direct contact with guests

Question 51

full service hotel

Answer 51

hotel that offers guests an extensive range of food and beverage products and services

Question 52

full time employee

Answer 52

staff member who works several days (or more) each week up to 40 hours each week