Terms And Meanings Flashcards
Account receivables
The amount of money an organization has the right to receive within some specified period (say 30 days) against the delivery of products/services.
Corporate guests
Corporate guests—frequent guests who are employed by a company and receive a
special room rate
Conventionguests
Convention guests—guests who attend a large convention and receive a special
room rate
ADR full form and formula
Average daily rate
Room revenue/ number of rooms
What is rev par
It is how much revenue is generated per room against total inventory
Rev par formula
ADR x OCC
Total revenue divided by the number of rooms available for sale
Account balance
Difference between charge and credits in an account
Cancellation charges
They are the charges borne by the guest on cancellation of a confirmed reservation or for not showing-up on confirmed reservation.
Concierge
Information desk that assists guests for transportation, booking of events outside the hotel.
GRC
Guest Registration Card, which the guest needs to fill in with personal formation at the time of registration.
IP-PBX
Internet Protocol Private Branch Exchange, where internet protocol is used for call transmission.
PBX
Private Branch Exchange, a private network of telephones within an organization.
POS
Acronym for Point of Sale. It is the revenue generating place in the hotel where retail transactions are carried out
Nerve centre of the hotel property
Front office
Which two functions are important of a front desk operations
Communications and accounting
What is total quality management
TQM is a management technique that encourages managers to look critically at processes used to produce products and services
What is average daily rate(ADR)
Average selling price of all guest rooms for a given time period
Yield percentage
The effectiveness of a hotel at selling it’s rooms at the highest rate available to the most profitable guest, reveals a facilitys success in selling it’s room inventory on a daily basis
Gross operation profit per available room ( GOPPAR)
Is defined as total gross operating profit per available room per day
Revenue per available customer ( RevPac)
It represents the total revenue generated by a single customer
Access time
The amount of time required for a processor to retrieve information from the hard drive; recorded in milliseconds
Accounts payable
Financial obligations the hotel owes to private and government-related agencies and vendors
Aging of accounts
Indication of the stage of the payment cycle eg 10 days old, 30 days overdue, 60 days overdue
All- suites
A level of service provided by a hotel for a guest who desires an at- home atmosphere
Amenities
Amenities are a service or item offered to guests or placed in the guest room, bathroom and kitchen etc. for convenience and comfort and at no extra cost.
American hotel and lodging association
A professional association of hotel owners, managers, and persons in related occupations
Americans with disabilities act (ADA)
A U.S. law enacted in 1990 that protects people with disabilities from being discriminated against when seeking accomodations and employment
Assets
Items with monetory value
Assistant general manager
A person in the hotel who executes plans developed by the corporate owners, general manager and other members of the management staff
Athletics director
The person responsible for supervising physical exercise facilities for guests
Atrium concept
A hotel design in which guest rooms overlook the lobby from the first floor to the roof
Average daily rate (ADR)
A measure of the hotel staffs ability to sell available room rates
Back office
The accounting office of a hotel
Back office accounts payable
Amounts of money prepaid on behalf of the guest for future consumption of a good or service ( also referred to as back office cash accounts)
Balance sheet
An official financial listing of assets, liabilities and owners equity.
Bank cards
Credit cards issued by banks, eg VISA, MasterCard and JCB
Banquet manager
A person responsible for fulfilling the details of service for a banquet or special event
Banquet sheet
A listing of the details of an event at which food and beverages are served
Bell captain
The supervisor of the bell staff
Bell staff
People who lift and tote baggage, familiarise guests with their new surroundings, run errands, deliver supplies, provide guests with information on in- house marketing efforts and local attractions, and act as the hospitality link between the lodging establishment and the guest
Bill- to-account
An extension of credit to a guest by an individual hotel; it requires the guest or the guests employer to establish a line of credit and to adhere to a regular payment schedule
Bill- to-account
An extension of credit to a guest by an individual hotel; it requires the guest or the guests employer to estaby a line of credit and to adhere to a regular payment schedule
Biometrics
An individual electronic measurement of the uniqueness of a human being eg, voice, handprint or facial characteristics
Blackout
Total loss of electricity
Blocking on the horizon
Reserving guest rooms in the distant future
Blocking procedure
Process of reserving a room on a specific day
Bottom up
A sales method that involves presenting the least expensive rate first
Brownout
Partial loss of electricity
Bus association network
An organisation of bus tour owners and operators who offer transportation and travel information to groups
Business affiliation
Chain or independent ownership of hotels
Business services and communications centre
Guest services that include copying, computers, fax etc
Call accounting
A computerized system that allows for automatic tracking and posting of outgoing guest room calls
Cancellation code
A sequential series of alphanumeric combinations that provide the guest with a reference for a cancellation of a guaranteed reservation
Cash bank
Cash Bank-It is a amount of cash assigned to a cashier,so that he or she can handle the various transaction occur during particular shift.
Cashier
A person who processes guest checkouts and legal tender and makes change for guests
Cashiers report
A daily cash control report that lists cashier activity of cash and credit cards and machine totals by cashier shift
Chain
A group of hotels that follow standard operating procedures such as marketing, reservations, quality of service, food and beverage operations, housekeeping and accounting
Chain affiliations
Hotels that purchase operational and marketing services from a corporation
City ledger accounts
A collection of accounts receivable of nonregistered guests who use the services of the hotel
Collective bargaining unit
Labor union
Commercial cards
Credit cards issued by corporations eg dinners club
Commercial hotels
Hotels that provide short term accommodations for traveling guests
Commercial rates
Room rates for business people who represent a company but do not necessarily have bargaining power because of their infrequent or sporadic pattern of travel
Communications hierarchy
The order in which management personnel may be called on to take charge in an emergency situation
Company owned property
A hotel that is owned and operated by a chain organization
Complimentary rate ( comp)
No charge to the guest
Computer supplies
Paper, forms, ribbons, ink cartridges, and floppy disk needed to operate a computer system
Conference call
A conversation in which three or more persons are linked by telephone
Contactless locks
Locks that use radio frequency identification (RFID) to control entry into guest, public, and work areas in a lodging property eg wristbands, key fobs, and key cards
Continental breakfast
Juice, fruits, sweet roll , and/or cereal
Controller
The hotels internal accountant
Corporate client
A hotel guest who represents a business or is a guest of that business and who provides the hotel with an opportunity to establish a regular flow of business during sales periods that would normally be flat
Corporate rates
Room rates offered to corporate clients staying in the hotel
CPS
Characters per second- measure of the speed with which individual characters are printed
Credit
A decrease in an asset or an increase in a liability or an amount of money the hotel owes the guest
Credit balance
Amount of money an hotel owes guests in future services
Credit card imprinter
Machine that makes an imprint of the credit card the guest will use as the method of payment
Credit card validator
A computer terminal linked to a credit card data bank that holds information concerning the customers current balance and security status
Crisis management
Maintaining control of an emergency situation
Cross-training
Training employees to perform multiple tasks and jobs
Cumulative total feature
An electronic feature of PMS that adds all posted room rate amounts into one grand total
Current guests
Guests registered in the hotel
Cursor
A flashing point on a monitor that indicates where data can be entered on a computer screen
Customer relationship management
A system that allows hotel managers to integrate technology to support customer service techniques that provide top- notch customer service
Cycle of service
The progression of a guests request for products and services through a hotels departments
Daily announcement board
An inside listing of the daily activities of the hotel ( time, group, and room assignment)
Daily blocking
Assigning guests to their rooms on a daily basis
Daily flash report
A PMS listing of departmental totals by day, period to date, and year to date that helps the manager determine financial success of the previous day and current status in achieving other financial goals
Daily function sheet
A listing of the planned events in the hotel
Daily sales report
A financial activity report produced by a department in a hotel that reflects daily sales activities with accompanying cash register tapes or point of sale audit tapes
Database interfaces
The means of sharing of information among computers
Data sorts
Report options in a PMS that indicate groupings of information
Data sorts
Report options in a PMS that indicate groupings of information
Data sorts
Report options in a PMS that indicate groupings of information
Debit
An increase in an asset or a decrease in a liability
Debit balance
An amount of money the guest owes the hotel
Debit cards
a card allowing the holder to transfer money electronically from their bank account when making a purchase
Deep cleaning
a thorough cleaning of furniture and accessories, windows, flooring and walls
Demographic data
Size, density, distribution, and vital statistics of the population broken down into, for example age , sex , marital status and occupation categories
Departmental accounts
Income and expense generating areas of the hotel such as restuarantsb, the gift shop, and banquets
Desk clerk
The person who verifies guest reservations, registers guests, assigns rooms, distributes keys, communicates with the Housekeeping staff, answers telephones , gives information about and directions to local attractions, accepts cash and gives change, and acts as liaison between the lodging establishment and the guest as well as the community
Direct- mail letters
Letters sent directly to individuals in a targeted market group in a marketing effort
Director of marketing and sales
The person who analysis available Markets, suggests products and services to meet the needs of those markets and sells those products and services at a profit
Director of security
The person who works with department directors to develop procedures that help ensure employee honesty and guest safety
Discretionary income
The money remaining from wages after paying for necessities such as food, clothing, and shelter
Disk drive
A place in the computer where data is stored or read; CD drive, hard drive, or key drive
Documentation
Printed or on- screen instructions for operating hardware or software that accompanies a specific PMS
Double occupancy percentage
A measure of a hotels staff ability to attract more than one guest to a room; the method to compute double occupancy percentage is number of guests minus number of rooms Sold divided by number of rooms Sold multiply by 100
Eco tourists
Tourists who plan vacations to understand the culture and environment of a particular area
Electronic key
A plastic key with electronic codes embedded on a magnetic strip
Electronic key system
A system composed of battery-powered or less frequently, hardwired locks; a host computer and terminals; a keypuncher, and special entry cards used as keys
Elevator operator
A person who manually operates the mechanical controls of the elevator
A communication system that uses an electronic network to send messages via computers
Employee handbook
Publication that provides general guidelines concerning employee conduct
Empowerment
Managements act of delegating certain areas of authority and responsibility to frontline employees
Ergonomics
The Study of how people relate psychologically and physiologically to machines
Euro
The accepted currency for some European States
Belgium
Germany
Spain
France
Ireland
Italy
Luxembourg
The Netherlands
Austria
Portugal
Finland
And Greece
European plan
A rate that quotes room charges only
Executive housekeeper
The person responsible for the upkeep of the guest rooms and public areas of the lodging property as well as control of guest room inventory items
Express checkout
Means by which the guest uses computer technology in a guest room or a computer in the hotel lobby to check out
Extended stay
A level of service that attracts long term guests by providing light food service and amenities including a fully equipped kitchenette, spacious bedrooms and living areas for relaxation and work
FAM( familiarisation) tours:
complimentary visits, sponsored by the lodging property, that host representatives of travel organizations, bus associations, social and non profit organizations and local corporate traffic managers
Family rates
Ro rates offered to encourage visits by families with children
Fax machine
A device that sends and receives printed pages or images over telephone lines
Fire safety display terminal
A device that ensures a constant surveillance of sprinkler systems and smoke detectors
Float
The delay in payment from an account after using a credit card or personal check
Floor inspector
A person who supervises the housekeeping function on a floor of a hotel
Floor limit
Credit limit given by the credit Card company to the customer
Flow analysis processes
The preparation of a schematic drawing of the operations included in a particular function
Folio
An account assigned to individual inhouse guest
Folio well
A device that holds individual guest folios and city ledger folios
Food and beverage director
The person responsible for the efficient operation of the kitchen, dining rooms, Banquet service, room service and lounge
Foot patrol
Walking the halls, corridors I and outside property of a hotel to detect breaches of guest and employee safety
Forecasting
Projecting room sales for a specific period
Franchisee
A hotel owner who has access to a national reservation system and recieves the benifits of the corporations management expertise, financial backing, national advertising, group purchasing
Front-line employees
Employees who deliver service to guests as front desk clerks, cashiers, switchboard operators, bellhops, concierge and housekeeping employees
Front office
The communication , accounting and service centre of the hotel
Front office manager
The person responsible for leading the front office staff in delivering hospitality
Full house
Is 100% hotel occupancy; a hotel that has all its guest rooms occupied
Full service
A level of service provided by a hotel with a wide range of conveniences for the guest
Function sheet
Listing of daily events in a hotel eg. Meetings
General ledger
A collection of accounts the controller uses to organise the financial activities of the hotel
General manager
The person in charge of directing and leading the hotel staff in meeting it’s financial, environmental and community responsibility
Gigabyte
1024 megabytes of formatted capacity
Gigahertz
A unit of frequency equal to 1billion hertz; indicates computer speed
Global distribution system
Distribution of hotel rooms to corporations such as travel agents that buy rooms in large volume
Going green
The responsibility to take care of the environment
Group planner
The person responsible for securing guest room accommodations, food and beverage programs, transportation reservations , meeting facilities, registration procedures, tours, and information on sightseeing, while maintaining a budget, for group travelers
Group rates
Room rates offered to large groups of people visiting the hotel for a common reason
Group travelers
People travelling on business or for pleasure in an organized fashion
Gross operating profit per available room( GOPPAR)
Tot revenue less the total departmental and operating expenses; it does not indicate the revenue mix of the hotels property
Guaranteed reservation
Prospective guests who have made a contract with the hotel for a guest room
Guest folio
An account assigned to individual inhouse guest
Guest histories
Details concerning the guests visits, such as ZIP code, frequency of visits, corporate affiliation or special needs
Guest supplies
Commonly referred to as guest amenities or personal toiletries; care items such as small bottles of shampoo, hair conditioner, lotion, soap, mouthwash, shoeshine cloth, or a mending kit
Guest test
evaluation procedures in which an outside person is hired by the hotel to experience hotel services and report the findings to management
Half- day - rate
A room rate based on length of guest stay in a room- usually less than a full day
Hard key system
A security device consisting of the traditional hard key that fits into a keyhole in a lock; preset tumblers inside the lock are turned by the designated key
Hardware
Computer equipment used to process software, eg, central processing units, keyboards , monitors and printers
HITEC
An acronym for hospitality industry technology exposition and conference, which features all the latest computer software for the hospitality industry
Hospitality
The generous and cordial provision of services to a guest
Hotel broker
A person who sells hotel room prize packages to corporations, sweetstakes promoters, game shows, and other sponsors
Hotel representative
A member of marketing and sales department of the hotel who actively seeks out group activities planners
House count
Total number of guests residing in a hotel
Housekeepers room report
A daily report that lists the occupancy status of each room according to the Housekeeping department
Housekeeping room status
Terminology that indicates availability of a guest room such as available, clean, or ready ( room is ready to be occupied), occupied ( guest or guests are already occupying a room) dirty or stayover ( guests will not be checking out of the room on the current day ), on change ( guest has checked out of the room, but the Housekeeping staff has not released the room for occupancy), and out of order ( the room is not available for occupancy because of a mechanical malfunction)
House limit
A dollar amount set by the hotel that allows for a maximum amount of guest charges
Human resource manager
The person responsible for administering federal, state and local employment laws as well as advertising, screening, interviewing, selecting, orienting, training, and evaluating employees
