Rooms Division Vocal (G -> P) Flashcards
Globalization
condition in which countries throughout the world and communities within them are becoming increasingly interrelated
graveyard shift
a work shift that runs through the early morning hours (typically between midnight and 8am)
group
guests who have a total reservation as part of a larger, multi guest reservation
group reservation
any entity that serves 10 or more guest rooms on one time
group (type of guest)
- large number of guests sharing a common characteristics
- staying at a property at the same time
guest history
record maintained in the PMS that details info about a guest’s previous stay or stays
guest relation agent
- a customer service-oriented employee
- essentially greets hotel guests.
- handles duties from carrying bags to taking care of complaints
guest (hotel)
- rents a guest room for a short time period
- no intention of becoming a permanent resident (transient guest)
hard constraints (when establishing a work schedule)
legal regulations, company policies, and contractual obligations
hotel
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)
hotel chain
group of hotels with the same brand name
hotel occupancy rate
no. of guest rooms sold/ no. of guest rooms. available
house count
total number of guests staying in a hotel on a specific night
incidentals
non-room charges that may include items such as telephone charges, food and beverage purchases, pay-per-view movie rentals, and minibar purchases
independent hotel
hotels run and managed by itself
in-house list
record of all guests, by name and room number, who are checked into the hotel when the list is printed
Inventory levels
the current amount of a product that a business has in stock
IoT (internet of Things)
- 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
Job description
list of tasks that an employee working in a specific position must be able to perform effectively
job specification
list of personal qualities judged necessary for successful performance of the tasks required by the job description
kiosk
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
leisure traveller
person who travels primarily for personal reasons
Length of stay (LOS)
number of nights a hotel’s individual guests use their rooms. rooms nights sold/ rooms sold
limited service hotel
lodging property that offers no or very limited food services; sometimes complimentary breakfast is served, but there is no restaurant with table service
