Rooms Division Vocal (G -> P)

Question 1

Globalization

Answer 1

condition in which countries throughout the world and communities within them are becoming increasingly interrelated

Question 2

graveyard shift

Answer 2

a work shift that runs through the early morning hours (typically between midnight and 8am)

Question 3

group

Answer 3

guests who have a total reservation as part of a larger, multi guest reservation

Question 4

group reservation

Answer 4

any entity that serves 10 or more guest rooms on one time

Question 5

group (type of guest)

Answer 5

• large number of guests sharing a common characteristics

- staying at a property at the same time

Question 6

guest history

Answer 6

record maintained in the PMS that details info about a guest’s previous stay or stays

Question 7

guest relation agent

Answer 7

• a customer service-oriented employee
• essentially greets hotel guests.
• handles duties from carrying bags to taking care of complaints

Question 8

guest (hotel)

Answer 8

• rents a guest room for a short time period

- no intention of becoming a permanent resident (transient guest)

Question 9

hard constraints (when establishing a work schedule)

Answer 9

legal regulations, company policies, and contractual obligations

Question 10

hotel

Answer 10

for-profit business that rents sleeping rooms and often provides other amenities (f&b services, swimming pools, exercise rooms, meeting spaces, business centers, concierge services)

Question 11

hotel chain

Answer 11

group of hotels with the same brand name

Question 12

hotel occupancy rate

Answer 12

no. of guest rooms sold/ no. of guest rooms. available

Question 13

house count

Answer 13

total number of guests staying in a hotel on a specific night

Question 14

incidentals

Answer 14

non-room charges that may include items such as telephone charges, food and beverage purchases, pay-per-view movie rentals, and minibar purchases

Question 15

independent hotel

Answer 15

hotels run and managed by itself

Question 16

in-house list

Answer 16

record of all guests, by name and room number, who are checked into the hotel when the list is printed

Question 17

Inventory levels

Answer 17

the current amount of a product that a business has in stock

Question 18

IoT (internet of Things)

Answer 18

• system of interested computing devices, mechanical and digital machines, objects, animals or people that are provided with unique identifiers
• ability to transfer data over a network w/out requiring human-to-human or human-to-computer interaction

Question 19

Job description

Answer 19

list of tasks that an employee working in a specific position must be able to perform effectively

Question 20

job specification

Answer 20

list of personal qualities judged necessary for successful performance of the tasks required by the job description

Question 21

kiosk

Answer 21

small electronic unit (machine) located in a hotel lobby that allows guests with proper identification to register or check out of the hotel without the need to interact with a front desk agent

Question 22

leisure traveller

Answer 22

person who travels primarily for personal reasons

Question 23

Length of stay (LOS)

Answer 23

number of nights a hotel’s individual guests use their rooms. rooms nights sold/ rooms sold

Question 24

limited service hotel

Answer 24

lodging property that offers no or very limited food services; sometimes complimentary breakfast is served, but there is no restaurant with table service

Question 25

line department

Answer 25

hotel division that is in the chain of command and is directly responsible for generation revenues or for property operations

Question 26

luxury full service hotel

Answer 26

lodging property offering the amenities of upscale full-service hotels and additional features that appeal to clientele who desire the best and are willing to pay premium prices

Question 27

management company

Answer 27

organization that operates one or more hotels for a fee

Question 28

manager

Answer 28

staff member who directs the work of supervisors

Question 29

market segmentation

Answer 29

efforts to focus on a highly defined (smaller) group of travelers

Question 30

mid-price full service hotel

Answer 30

• offering 3 meals daily, a lounge, a swimming pool, and limited meeting and banquet spaces

Question 31

mid-price limited service hotel

Answer 31

• offers selected property and within-room upgrade amenities for room rates that are higher than budget (economy) hotels within the limited-service segment

Question 32

moment of truth

Answer 32

any interaction between the hotel and the guests to form impression

Question 33

multi (double) occupancy %

Answer 33

(number of guests - number of rooms occupied)/ number of rooms occupied

Question 34

mystery shopper services

Answer 34

method of service evaluation in which a person acts as a guest and reports quality of products and services during stay

Question 35

night auditor

Answer 35

front office employee who records the daily review of guest transactions

Question 36

non-guaranteed reservation

Answer 36

reservation for guests do not provide payment at the time the reservation is made

Question 37

no-show

Answer 37

guest did not cancel reservation and did not arrive

Question 38

occupancy forecast

Answer 38

estimate of future occupancy as % rooms available

Question 39

on-the-books

Answer 39

hotel term for cumulative current data refers to reservation data (200 reservation = 200 on-the-book)

Question 40

organization chart

Answer 40

diagram depicting the departments in an organization with managing and not management levels

Question 41

out of inventory

Answer 41

rooms that need more than 21 days to be fixed

Question 42

out of order

Answer 42

un-rentable for reasons other than cleaning (< 21 days)

Question 43

overbooking

Answer 43

hotel has more reservations than available rooms

Question 44

overstay

Answer 44

guest check out later than originally scheduled date

Question 45

performance standard

Answer 45

sheets provide

1. materials needed
2. procedure
3. caution
4. time required to do each job

Question 46

prepaid reservation

Answer 46

guest provides payment for the room prior to a8rrival

Question 47

property management system (PMS)

Answer 47

• program and hardware used to record reservations and manage prices charged for rooms.
• records and stores sales data for effective hotel management