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EHL Theory > Rooms Division Vocab (R - W) > Flashcards

Rooms Division Vocab (R - W) Flashcards

1
Q

rack rate

A

price at which a hotel sells its rooms when no discounts of any kind are offered to a guest

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2
Q

rate (corporate)

A

special rate offered to business travellers

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3
Q

rate (government)

A

special rate offered to employees of local, state or federal government

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4
Q

rate (group)

A

special rate to large volume purchasers

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5
Q

rate (package)

A

special rate that allows guest to pay one price for all the features and amenities

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6
Q

rate (seasonal)

A

charge in rack rate based on the dates of reservation

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7
Q

rate (special event)

A

temporary increase in rack based on event

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8
Q

referral group

A

hotels grouping together for common purpose

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9
Q

repeat business

A

revenues generated from guests returning to the hotel

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10
Q

reservation agent

A

front office employee who primarily takes reservation into PMS

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11
Q

reservation guaranteed

A

reservation that hotel agrees to hold the rooms, and guests agree to pay even if he doesn’t show up

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12
Q

Return on investment (ROI)

A

percentage rate of return achieved on money invested

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13
Q

revenue (profit) centre

A

department that generates profit

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14
Q

revenue

A

money that hotel collects from rooms products and services

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15
Q

RevPar

A 
Average revenue generated by room in a period
room revenue (w/out tax)/ total no. of rooms (- OOI)
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16
Q

RFID

A

Radio-frequency identification (RFID) uses electromagnetic fields to automatically identify and track tags attached to objects.

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17
Q

Rooms comp.

A

rooms given to customers without paying

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18
Q

room night

A

single night use of a guest room

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19
Q

room type

A

term used to designate specific guestroom configuration (king. queen/ double beds or smoking or non-smoking

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20
Q

rooms occupied

A

rooms sold + comp.

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21
Q

rooms sold

A

rooms that generate s revenue

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22
Q

seasonal hotel

A

hotel which revenues and expenditures vary greatly depending on the time of the year (seasonal0

23
Q

security procedures

A

needed to ensure security

24
Q

sell-out

A

night in which a hotel expects a 100% occupancy

25
Q

service recovery

A

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

26
Q

smart controls

A

Smart control is controlling the hotel room using your smart phone- adjusting the lighting, opening and closing the door, operating the AC and TV.

27
Q

soft constraints (when establishing a work schedule)

A
  • employee skills and experience, preferences of employees, employee requests
28
Q

solid line (organizational chart)

A

indicate the relationship between manager and their subordinates

29
Q

SOP (standard operating procedure)

A

policy or procedure that is so routine is should be readily known by all affected employees

30
Q

split shift

A

a working shift comprising 2 or more separate periods of duty in a day

31
Q

staff department

A

hotel division such as Human Resources, purchasing, accounting that provides technical, supportive assistance to managers of line departments

32
Q

staffing

A

basic management of activity that involves finding the right people for the job

33
Q

stayover

A

a guest that will check out at least one day later than previously schedules

34
Q

straight shift

A

working shift made of only one period of duty, without interruptions

35
Q

Subordinate

A

person whose work is directly supervised or controlled by individual of higher rank or position

36
Q

supervisor

A

staff member who directs the work of entry-level employees

37
Q

support centre

A

department/ subunit (sometimes involved in revenue generation) that provides supporting services to other revenue generating departments or subunits

38
Q

swing shift

A

not the same time all the time

39
Q

time and motion study

A

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.

40
Q

transient guest

A

guest who is not part of a group

41
Q

travel agent

A

hospitality professional who assists client in planning travels

42
Q

uncontrollable work

A

what you cannot control, usually has to do with the clients (unpredictable)

43
Q

uniform of accounts for the lodging industry (USALI)

A

standard set of accounting procedures used to record hotels financial transactions and condition

44
Q

uniformed services employee

A

Those who wear distinct uniforms: bell staff, concierge, valet, and doorpersons.

45
Q

unique cancellation number

A

number/ series of numbers and letters used to identify the cancellation of a single reservation (just for one)

46
Q

up-scale full-service hotel

A

lodging property offering amenities of mid-price hotels and additional services such as gift shop, concierge, gym and many guest services

47
Q

upscale limited-service hotel

A

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

48
Q

V (schedule) vacation

A

vacation

49
Q

VIP (very important person)

A

guests who should receive a special treatment

50
Q

virtual reality

A

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.

51
Q

Walk(ed)

A

situation in which a guest is relocated in another facility because there is no available room at the reserved hotel

52
Q

walk-in

A

guest wanting to rent a room without previous reservation

53
Q

Wow factor

A

feeling guests have as they experience as unanticipated extra during their visit to a hospitality operation

EHL Theory (12 decks)

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