Unit One and Two Terms Flashcards
The department within the lodging operation responsible for guest reservations, registration, service, and payment
Front Office
The area within the hotel used for guest registration and payment
Front Desk
PMS - hotel computer system
Property Management System
CRS
Centralized Reservation System
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.
The Night Audit
The individual who performs the daily review of all the financial transactions for the day recorded by the front office.
The Night Auditor
This occurs when the hotel managed its overselling perfectly. All rooms are occupied and no guests were walked.
Perfect Sell
The price at which a hotel sells its rooms when no discounts of any kind are offered to the guest.
Rack Rate
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.
Walked
Individual guests who are not part of a group or tour booking
Transient Guest
FIT - a type of transient guest
Free Independent Traveler
The special rate a hotel charges to its typical business traveler.
Corporate Rate
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.
Negotiated Rate
Special discounted room rates given to customers who agree to buy a large number of room nights for their group.
Group Rate
OTA - booking rooms on sites such as hotel.ca, trivago, etc
Online Travel Agents
A guest who is seeking a room for the night and has no reservation.
Walk In
A process where a specific room number is reserved for a specific guest based on preferences
Blocking
An individual guest’s choices in room type, configuration, and designation
Preferences
A guest who makes a room reservation but fails to arrive at the hotel or cancel the reservation
No show
A reservation that has been paid for in advance
Guaranteed
A type of reservation that the Hotel agrees to hold a room for a guest until a slated reservation cancellation hour
Confirmed
The action that a front desk employee performs when the add or delete charges from a guest’s folio
Posting
The difference between the rooms contracted for and the actual number of reservations realized.
Slippage
How can hotels be classified?
Size, location , room rate,purpose of guest stay levels of service provided
Six functional departments within a hotel ?
Rooms division , sales and marketing , hr , F@B , accounting , engineering
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
Chief Engineer
Hotel location that targets Air travellers
Airport
Hotel location that targets business or leisure travellers
Downtown
Hotel location that promotes a specific destination
Resort
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
Inn
This type of lodging focuses on the mind and body being one
Spa
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
Boutique Hotel
“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.
Condominium
Is the concept of buying a vacation segment, usually two weeks, in a condominium unit
Time Share
Allows the guest to experience the daily life of local people. Many are converted from old homes.
Bed and Breakfast
A lodge with communal bedrooms and washrooms designed for 4 to 20 people
Hostel
Hotel meal plan that includes continental breakfast
Continental Plan
Hotel meal plan that includes breakfast, lunch, and diner
American Plan
Hotel meal plan that includes only 2 meals (usually breakfast and dinner)
Modified American Plan
Contract between the franchiser and franchisee.
Franchise Agreement
Owns and operates their own hotel. Includes Mom and Pop, B&B’s and Inns.
Independent Hotelier (Entrepreneur)
The purchaser of a franchise operation
Franchisee
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.
Franchisor
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.
Management Contract
A group.
Referral Group
A term used to describe what guest will see at a hotel such as the front desk.
Front of the House
A term used to describe what guest will not view in a hotel such as the kitchen, or offices.
Back of the House
A type of hotel where guest can receive breakfast and it has a “homey” feel.
Bed & Breakfast (B&B)
Room Types are based on the intended number of occupants e.g. Single, Double Double etc.
Room Type
Room Configurations look beyond the number of occupants. Room Configurations characterize the physical makeup of the guest room.
Room Configuration
The term used to denote official title of a room according to the facilities provided.
Room Designation
room service menus, hotel facility summary, safety information, brochures, etc.
Hotel Collateral
snacks, beverages that are charged to a guest’s bill based on consumption
Honour Bar
Nicer/larger work areas, larger beds and whirl pool tubs
Upgraded Hard Goods
Drapery, bedspreads, robes, etc
Upgraded Soft Goods
Bath soaps, mouthwash, lotions
Upgraded Amenities
A.
Concierge Level or Business Level
Like a hotel room but considered larger
Suite
Smallest room in the suite configuration. Often marginally larger than the standard room.
Junior Suite
Span two floors or more to create high ceilings. Takes up two standard rooms, one on top of another.
Bi level Suite
A room or suite especially in a hotel set aside as a place for socializing especially for business services
Hospitality Suite
Common names for the most expensive suite in a luxury hotel (also known as Royal Suite)
Presidential Suite
A bed that is stored in the wall and pulled out when required
Murphy Bed
The last possible date that a hotel can hold a contracted rate and rooms for a group before releasing them.
Cut off Date (Group Blocks)
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.
Group Block
When room goes unsold we loose the opportunity to ever sell it again.
Opportunity Cost
The process of estimation in unknown situations
Forecasting
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”
Wash Factor
The difference between the rooms contracted for and the actual number of reservations realized.
Slippage
Out of order
OOO
The number of persons registered in a hotel on a specific night
House Count
The act of controlling rates and restricting occupancies in effort to maximize gross room revenue. Also referred to as Revenue Management
Yield Management
The average daily rate
ADR
Revenue per available room
RevPAR
Situations can occur where one night, for whatever reason, has a higher demand than other nights.
Spike
If the hotel was sold out on that night yet wide open the following night.
Hole
Multiple nights stay
Stay Over
Check-in
Arrivals
Guest departure
Checkouts
Rooms that are ready to be sold. Total number of rooms unoccupied on a given day.
Availability
This restriction will not allow for any new reservations to be taken on a given night but will allow for stay-overs.
Closed to New Arrivals (CTA)
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
Rate Availability Restrictions
A signal programmed into reservation computer system that instructs it to change the rate based on present criteria
Rate Triggers
When managers shut the discounted rates off early due to expected demand.
Driving Rate
Hotel rooms which are next to each other but, unlike connecting rooms, have no common doors or passages..
Adjoining rooms
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.
AFFILIATED HOTEL
A hotel near the airport.
AIRPORT HOTEL
A.
Room near to the swimming pool
when a hotel puts a certain number of rooms “on the shelf”
Group Block
FOM
Front Office Manager or Front Office Management
