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HAT 2073 ~ Intro to Client Services > Unit One and Two Terms > Flashcards

Unit One and Two Terms Flashcards

1
Q

The department within the lodging operation responsible for guest reservations, registration, service, and payment

A

Front Office

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2
Q

The area within the hotel used for guest registration and payment

A

Front Desk

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3
Q

PMS - hotel computer system

A

Property Management System

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4
Q

CRS

A

Centralized Reservation System

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5
Q

The process of reviewing for accuracy and completeness the accounting transactions from one day to conclude or “close” the daily sales information in preparation to begin a new day.

A

The Night Audit

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6
Q

The individual who performs the daily review of all the financial transactions for the day recorded by the front office.

A

The Night Auditor

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7
Q

This occurs when the hotel managed its overselling perfectly. All rooms are occupied and no guests were walked.

A

Perfect Sell

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8
Q

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

A

Rack Rate

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9
Q

A situation in which a guest with a reservation is relocated from the reserved hotel to another hotel because no room was available at the reserved hotel.

A

Walked

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10
Q

Individual guests who are not part of a group or tour booking

A

Transient Guest

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11
Q

FIT - a type of transient guest

A

Free Independent Traveler

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12
Q

The special rate a hotel charges to its typical business traveler.

A

Corporate Rate

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13
Q

An agreed upon rate that is offered by the hotel but is subject to room availability. Also referred to as volume rate or volume discount rate.

A

Negotiated Rate

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14
Q

Special discounted room rates given to customers who agree to buy a large number of room nights for their group.

A

Group Rate

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15
Q

OTA - booking rooms on sites such as hotel.ca, trivago, etc

A

Online Travel Agents

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16
Q

A guest who is seeking a room for the night and has no reservation.

A

Walk In

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17
Q

A process where a specific room number is reserved for a specific guest based on preferences

A

Blocking

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18
Q

An individual guest’s choices in room type, configuration, and designation

A

Preferences

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19
Q

A guest who makes a room reservation but fails to arrive at the hotel or cancel the reservation

A

No show

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20
Q

A reservation that has been paid for in advance

A

Guaranteed

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21
Q

A type of reservation that the Hotel agrees to hold a room for a guest until a slated reservation cancellation hour

A

Confirmed

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22
Q

The action that a front desk employee performs when the add or delete charges from a guest’s folio

A

Posting

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23
Q

The difference between the rooms contracted for and the actual number of reservations realized.

A

Slippage

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24
Q

How can hotels be classified?

A

Size, location , room rate,purpose of guest stay levels of service provided

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25
Q

Six functional departments within a hotel ?

A

Rooms division , sales and marketing , hr , F@B , accounting , engineering

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26
Q

Who is responsible for

  • Controlling maintenance and repair costs
  • Controlling energy usage
  • Minimizing guests’ facility-related complaints
  • Increasing the pride and morale of the hotel’s staff
A

Chief Engineer

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27
Q

Hotel location that targets Air travellers

A

Airport

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28
Q

Hotel location that targets business or leisure travellers

A

Downtown

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29
Q

Hotel location that promotes a specific destination

A

Resort

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30
Q

With this type of lodging, often the building is historic, renovated to meet the expectations of the travellers looking for an upscale but quiet vacation, they attempt to make it a homey feel

A

Inn

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31
Q

This type of lodging focuses on the mind and body being one

A

Spa

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32
Q

This type of lodging has all the convenience of a modern hotel but bring back the era of luxury and uniqueness. They are smaller and more intimate

A

Boutique Hotel

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33
Q

“Joint domain”. Buy property and pay maintenance fees and rent it out for weeks that you are using it through the use of an independent management company.

A

Condominium

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34
Q

Is the concept of buying a vacation segment, usually two weeks, in a condominium unit

A

Time Share

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35
Q

Allows the guest to experience the daily life of local people. Many are converted from old homes.

A

Bed and Breakfast

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36
Q

A lodge with communal bedrooms and washrooms designed for 4 to 20 people

A

Hostel

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37
Q

Hotel meal plan that includes continental breakfast

A

Continental Plan

38
Q

Hotel meal plan that includes breakfast, lunch, and diner

A

American Plan

39
Q

Hotel meal plan that includes only 2 meals (usually breakfast and dinner)

A

Modified American Plan

40
Q

Contract between the franchiser and franchisee.

A

Franchise Agreement

41
Q

Owns and operates their own hotel. Includes Mom and Pop, B&B’s and Inns.

A

Independent Hotelier (Entrepreneur)

42
Q

The purchaser of a franchise operation

A

Franchisee

43
Q

owns the overarching company, trademarks, and products, but gives the right to the franchisee to run the franchise location, in return for an agreed-upon fee.

A

Franchisor

44
Q

involves not just selling a method of doing things (as with franchising or licensing) but involve actually doing them. a wide range of functions, such as technical operation of a production facility, management of personnel, accounting, marketing services and training.

A

Management Contract

45
Q

A group.

A

Referral Group

46
Q

A term used to describe what guest will see at a hotel such as the front desk.

A

Front of the House

47
Q

A term used to describe what guest will not view in a hotel such as the kitchen, or offices.

A

Back of the House

48
Q

A type of hotel where guest can receive breakfast and it has a “homey” feel.

A

Bed & Breakfast (B&B)

49
Q

Room Types are based on the intended number of occupants e.g. Single, Double Double etc.

A

Room Type

50
Q

Room Configurations look beyond the number of occupants. Room Configurations characterize the physical makeup of the guest room.

A

Room Configuration

51
Q

The term used to denote official title of a room according to the facilities provided.

A

Room Designation

52
Q

room service menus, hotel facility summary, safety information, brochures, etc.

A

Hotel Collateral

53
Q

snacks, beverages that are charged to a guest’s bill based on consumption

A

Honour Bar

54
Q

Nicer/larger work areas, larger beds and whirl pool tubs

A

Upgraded Hard Goods

55
Q

Drapery, bedspreads, robes, etc

A

Upgraded Soft Goods

56
Q

Bath soaps, mouthwash, lotions

A

Upgraded Amenities

57
Q

A.

A

Concierge Level or Business Level

58
Q

Like a hotel room but considered larger

A

Suite

59
Q

Smallest room in the suite configuration. Often marginally larger than the standard room.

A

Junior Suite

60
Q

Span two floors or more to create high ceilings. Takes up two standard rooms, one on top of another.

A

Bi level Suite

61
Q

A room or suite especially in a hotel set aside as a place for socializing especially for business services

A

Hospitality Suite

62
Q

Common names for the most expensive suite in a luxury hotel (also known as Royal Suite)

A

Presidential Suite

63
Q

A bed that is stored in the wall and pulled out when required

A

Murphy Bed

64
Q

The last possible date that a hotel can hold a contracted rate and rooms for a group before releasing them.

A

Cut off Date (Group Blocks)

65
Q

It is the total number of group rooms you have decided to take out of your inventory for groups that have signed contracts to stay at your property.

A

Group Block

66
Q

When room goes unsold we loose the opportunity to ever sell it again.

A

Opportunity Cost

67
Q

The process of estimation in unknown situations

A

Forecasting

68
Q

Situation in which the actual number of rooms sold on a given night is less than the number of rooms forecasted to be sold or the number of rooms “on the books”

A

Wash Factor

69
Q

The difference between the rooms contracted for and the actual number of reservations realized.

A

Slippage

70
Q

Out of order

A

OOO

71
Q

The number of persons registered in a hotel on a specific night

A

House Count

72
Q

The act of controlling rates and restricting occupancies in effort to maximize gross room revenue. Also referred to as Revenue Management

A

Yield Management

73
Q

The average daily rate

A

ADR

74
Q

Revenue per available room

A

RevPAR

75
Q

Situations can occur where one night, for whatever reason, has a higher demand than other nights.

A

Spike

76
Q

If the hotel was sold out on that night yet wide open the following night.

A

Hole

77
Q

Multiple nights stay

A

Stay Over

78
Q

Check-in

A

Arrivals

79
Q

Guest departure

A

Checkouts

80
Q

Rooms that are ready to be sold. Total number of rooms unoccupied on a given day.

A

Availability

81
Q

This restriction will not allow for any new reservations to be taken on a given night but will allow for stay-overs.

A

Closed to New Arrivals (CTA)

82
Q

If demand is expected to be high for a given time, the rates can be blocked by the manager. That is no rooms sold at the owner rate/ discounted rates

A

Rate Availability Restrictions

83
Q

A signal programmed into reservation computer system that instructs it to change the rate based on present criteria

A

Rate Triggers

84
Q

When managers shut the discounted rates off early due to expected demand.

A

Driving Rate

85
Q

Hotel rooms which are next to each other but, unlike connecting rooms, have no common doors or passages..

A

Adjoining rooms

86
Q

A hotel that is part of a larger chain. The hotel may be owned by a corporation, or may be operated by an independent franchisee.

A

AFFILIATED HOTEL

87
Q

A hotel near the airport.

A

AIRPORT HOTEL

88
Q

A.

A

Room near to the swimming pool

89
Q

when a hotel puts a certain number of rooms “on the shelf”

A

Group Block

90
Q

FOM

A

Front Office Manager or Front Office Management

HAT 2073 ~ Intro to Client Services (1 decks)

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