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
line department
hotel division that is in the chain of command and is directly responsible for generation revenues or for property operations
luxury full service hotel
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
management company
organization that operates one or more hotels for a fee
manager
staff member who directs the work of supervisors
market segmentation
efforts to focus on a highly defined (smaller) group of travelers
mid-price full service hotel
- offering 3 meals daily, a lounge, a swimming pool, and limited meeting and banquet spaces
mid-price limited service hotel
- offers selected property and within-room upgrade amenities for room rates that are higher than budget (economy) hotels within the limited-service segment
moment of truth
any interaction between the hotel and the guests to form impression
multi (double) occupancy %
(number of guests - number of rooms occupied)/ number of rooms occupied
mystery shopper services
method of service evaluation in which a person acts as a guest and reports quality of products and services during stay
night auditor
front office employee who records the daily review of guest transactions
non-guaranteed reservation
reservation for guests do not provide payment at the time the reservation is made
no-show
guest did not cancel reservation and did not arrive
occupancy forecast
estimate of future occupancy as % rooms available
on-the-books
hotel term for cumulative current data refers to reservation data (200 reservation = 200 on-the-book)
organization chart
diagram depicting the departments in an organization with managing and not management levels
out of inventory
rooms that need more than 21 days to be fixed
out of order
un-rentable for reasons other than cleaning (< 21 days)
overbooking
hotel has more reservations than available rooms
overstay
guest check out later than originally scheduled date
performance standard
sheets provide
- materials needed
- procedure
- caution
- time required to do each job
prepaid reservation
guest provides payment for the room prior to a8rrival
property management system (PMS)
- program and hardware used to record reservations and manage prices charged for rooms.
- records and stores sales data for effective hotel management
