Rooms Division Vocab (R - W) Flashcards
rack rate
price at which a hotel sells its rooms when no discounts of any kind are offered to a guest
rate (corporate)
special rate offered to business travellers
rate (government)
special rate offered to employees of local, state or federal government
rate (group)
special rate to large volume purchasers
rate (package)
special rate that allows guest to pay one price for all the features and amenities
rate (seasonal)
charge in rack rate based on the dates of reservation
rate (special event)
temporary increase in rack based on event
referral group
hotels grouping together for common purpose
repeat business
revenues generated from guests returning to the hotel
reservation agent
front office employee who primarily takes reservation into PMS
reservation guaranteed
reservation that hotel agrees to hold the rooms, and guests agree to pay even if he doesn’t show up
Return on investment (ROI)
percentage rate of return achieved on money invested
revenue (profit) centre
department that generates profit
revenue
money that hotel collects from rooms products and services
RevPar
Average revenue generated by room in a period room revenue (w/out tax)/ total no. of rooms (- OOI)
RFID
Radio-frequency identification (RFID) uses electromagnetic fields to automatically identify and track tags attached to objects.
Rooms comp.
rooms given to customers without paying
room night
single night use of a guest room
room type
term used to designate specific guestroom configuration (king. queen/ double beds or smoking or non-smoking
rooms occupied
rooms sold + comp.
rooms sold
rooms that generate s revenue
seasonal hotel
hotel which revenues and expenditures vary greatly depending on the time of the year (seasonal0
security procedures
needed to ensure security
sell-out
night in which a hotel expects a 100% occupancy
service recovery
sequence of steps used by hotel staff to address guest complaints and problem in a manner that yields a win0win situation for guest and property
smart controls
Smart control is controlling the hotel room using your smart phone- adjusting the lighting, opening and closing the door, operating the AC and TV.
soft constraints (when establishing a work schedule)
- employee skills and experience, preferences of employees, employee requests
solid line (organizational chart)
indicate the relationship between manager and their subordinates
SOP (standard operating procedure)
policy or procedure that is so routine is should be readily known by all affected employees
split shift
a working shift comprising 2 or more separate periods of duty in a day
staff department
hotel division such as Human Resources, purchasing, accounting that provides technical, supportive assistance to managers of line departments
staffing
basic management of activity that involves finding the right people for the job
stayover
a guest that will check out at least one day later than previously schedules
straight shift
working shift made of only one period of duty, without interruptions
Subordinate
person whose work is directly supervised or controlled by individual of higher rank or position
supervisor
staff member who directs the work of entry-level employees
support centre
department/ subunit (sometimes involved in revenue generation) that provides supporting services to other revenue generating departments or subunits
swing shift
not the same time all the time
time and motion study
method for establishing employee productivity standards in which a complex task is split into smaller simpler tasks, the sequence of movement is carefully observed to minimize waste of time and energy, and precise time is measured for each movement.
transient guest
guest who is not part of a group
travel agent
hospitality professional who assists client in planning travels
uncontrollable work
what you cannot control, usually has to do with the clients (unpredictable)
uniform of accounts for the lodging industry (USALI)
standard set of accounting procedures used to record hotels financial transactions and condition
uniformed services employee
Those who wear distinct uniforms: bell staff, concierge, valet, and doorpersons.
unique cancellation number
number/ series of numbers and letters used to identify the cancellation of a single reservation (just for one)
up-scale full-service hotel
lodging property offering amenities of mid-price hotels and additional services such as gift shop, concierge, gym and many guest services
upscale limited-service hotel
lodging property within the limited-service segment that offers a wide range of property and within-room amenities providing high levels of comfort convenience and elegance
V (schedule) vacation
vacation
VIP (very important person)
guests who should receive a special treatment
virtual reality
a computer technology that uses a combination of physical spaces and multi-projected environments to create realistic pictures and feelings to make the subject feel like they are in a place where they are not.
Walk(ed)
situation in which a guest is relocated in another facility because there is no available room at the reserved hotel
walk-in
guest wanting to rent a room without previous reservation
Wow factor
feeling guests have as they experience as unanticipated extra during their visit to a hospitality operation
