Rooms Division Vocab (A -> F) Flashcards
6 pm release
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
Accountability
Responsibility
Actual arrivals/ departures
No. and names of guests that actually arrived (without cancellations) and had reservations + walk ins. Guests that actually left the hotel (understays included)
area inventory list
list of all items within each area that will need housekeeping attention
arrival
number of guest coming into the house/ organisation
authorize payment card
to ensure a card’s validity and payment ability
availability forecast
estimate the number of rooms that remain to be sold
average daily rate
rooms revenue/no. of rooms sold = ADR
average number of guests per room
no. of guests in house/ no. of occupied rooms
back of house
everything not happening in front of the customer
bell service attendant
entry level hotel employee who assists guests with luggages
BH (schedule)
Bank Holidays
Business traveller
someone who travels for business purposes
C/I
check in
C/O
Check out
Call accounting system
establish telephone charge
cancellation
reservation is cancelled
Cancellation policies
- Details the terms under which a booking reservation may be rescinded
- Any penalties incurred
Concierger
- 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
concierge level
section of a hotel reserved for special guests who pay a higher rate
continental breakfast
morning meal that includes coffee, juices and pastries
controllable work
Back of house predictable work
controller
individual/ department in a hotel responsible for back office accounting system
cross train
- going to other departments and observe how they work
- take place in the form of training instead of only observing
day rate
- special room rate
- short staying guest
- 8 hour or 12 hour without staying overnight
day use
customers only stay a couple hours during the day (not overnight)
deep cleaning
intensive cleaning of the guest room
department
different parts within a division
distressed passenger
guest in house due to their air travel delays
division
different part of an hotel. such as HR, sales & marketing, F&B, Spa, Finance
DO (Schedule)
day off
DOS (Director of Sales)
responsible for a hotel’s sales effort
dotted line in an organizational chart
high degree of cooperation and communication within the organizational chart
due out
the room is expected to become vacant after the following guest checks out
early check in
- request by a guest
- take possession of a room before the hotel’s normally established check-in time
early departure
guest who checks out of the hotel before his or her originally scheduled check-out date
e-concierge
a concierge that takes place through a digital platform, such as a screen/ robot
emergency procedures
a procedure adopted to meet an emergency
employee to room ratio
number of employees/ number of rooms
entry level positions
a job does not require prior experience in the field or profession
expected arrivals/ departures
estimated number of arrivals and departures of the day or certain period
external concierge
concierge service for guest out of guest (email/ direct phone calls)
FOM (Front office manager)
- senior person in office environment
- accountable for maintaining a professional work environment, staff supervision, administrative support
forecast
estimate of future sales activity
form of payment
method that guests use to pay their bills
franchisee
party that pays money to buy the right to use one brand’s name, logo and systems
franchise
arrangement whereby one party (franchisor) allows another party (franchisee) to use its logo, name, system and resources in exchange to a fee
franchisor
company that manages the brand and sells the right to use the brand name
frequency standard
for planning, to spread the work to make it even. how often you need to maintain and clean thing.
front of house
department that works in a hotel by making direct contact with guests
full service hotel
hotel that offers guests an extensive range of food and beverage products and services
full time employee
staff member who works several days (or more) each week up to 40 hours each week
