FRONT OFFICE TERM
ADJOINING
ROOMS:
Guest
rooms located side by side without a connecting door between them
AFFILIATED HOTEL:
A
hotel that is a member of a chain, franchise, or referral system. Membership
provides special advantages, particularly a national reservation system.
AIRLINE-RELATED GUESTS:
Airplane
crew members and passengers who need emergency accommodations.
ACCESS
AISLE:
An
aisle that is a necessary part of an accessible parking space.The aisle allows
disabled individuals with a device, such as a wheelchair, to enter and exit
vehicles and travel to the sidewalk or building entrance.
AIRPORT HOTEL:
A
hotel located near a public airport. Although airport hotels vary widely in
size and service levels, they are generally full-service and are more likely
than other hotels to have in-room movies, computerized property management
systems, and call accounting systems.
ALL-EXPENSE
TOUR:
A
tour offering all or most services transportation,lodging, meals, sight-seeing,
and so on for a pre-established price. The terms"all-expense" and
"all-inclusive" are much misused. Virtually no tour rate covers
everything. The terms and conditions of a tour contract should specify exactly
what is covered.
ALL-SUITE
HOTEL:
A
hotel that features suites. A suite is an accommodation larger than the typical
hotel room, with a living space separate from the bedroom. A suite can also
have a kitchenette or whirlpool.
AMENITY:
Service
or item offered to guests or placed in guest rooms for the comfort and
convenience of guests, and at no extra cost. Examples are various guest
services (such as in-room entertainment systems, automatic check-out,free
parking, concierge services, and multilingual staff) in addition to an array
of personal bathroom items offered by most hotels and motels. Amenities
are designed to increase a hotel's appeal, enhance a guest's stay, and
encourage guests to return.
AMERICAN
PLAN:
A
room rate that includes three meals.
ATRIUM:
A
guest room floor configuration in which rooms are laid out off a single-loaded
corridor encircling a multistory lobby space; also the multistory lobby space,
usually with a skylight.
AUTOMATIC
IDENTIFICATION OF OUTWARD DIALING:
A
feature of a call accounting system that immediately identifies the extension
from which an out going call is placed.
AUTOMATIC
ROOM/RATE ASSIGNMENT:
Computerized
assignment made through algorithms based on parameters specified by hotel
management officials. Rooms may be selected according to predetermined floor
zones (similar to the way in which guests are seated in a dining room), or
according to an index of room usage and depreciation.
AVERAGE
OCCUPANCY:
A
ratio that shows rooms sold over a fixed period of time as a percentage of
total available rooms in a property over the same period of time.
AVERAGE
OCCUPANCY PER ROOM:
A
ratio that shows the average number of paid guests for each room sold.
Calculated by dividing number of paid room guests by number of rooms sold.
Measures management's ability to use the lodging facilities.
AVERAGE ROOM RATE:
A
ratio that indicates average room rate, and to what extent rooms are being
up-sold or discounted; calculated by dividing rooms revenue by number of rooms
sold. Also called average daily rate or ADR.
BACK
OF THE HOUSE:
The
functional areas of a hotel or restaurant in which employees have little or no
direct guest contact, such as kitchen areas,engineering and maintenance, and
the accounting department.
BAY:
The
principal compartment, generally of a suite, that is the space equivalent of a
standard guestroom. A suite may have a single-bay or multiple-bay living room
BED & BREAKFAST (B&B):
A
small inn or lodge that provides a room and a breakfast. Often a B&B is in
a residential home setting and/or a historic building converted to a quaint
lodging facility.
BILLED-TO-ROOM CALL:
An
operator-assisted call that allows guests to have an operator place their calls
and then advise the hotel of the charges.
BILLING
CLERK:
The
person responsible for charging to hotel guests all vouchers representing food,
beverages, room service, and merchandise purchases.
CABANA:
A
guest room adjacent to the pool area, with or without sleeping facilities
CALL
ACCOUNTING SYSTEM:
A
system that is part of the telephone equipment that prices telephone calls made
by hotel guests and sends the information to the property management system
(PMS) for billing.
CALLING
CARD:
A
credit card for making telephone calls; issued by either the local phone
company or a long-distance company.
CALLING
CARD CALL:
A
call typically billed to a code number on a calling card issued by either the
local phone company or a long-distance company, usually with a per-call
surcharge.
CANCELLATION:
A
reservation voided by a guest.
CANCELLATION
HOUR:
A
specific time after which a property may release for sale all unclaimed
non-guaranteed reservations, according to property policy.
CANCELLATION
NUMBER:
A
number issued to a guest who properly cancels are servation, proving that a
cancellation was received and acted upon.
CARD KEY:
A
plastic card, resembling a credit card, used in place of a metal key to open a
guest room door. Card keys require electronic locks.
CASINO
HOTEL:
A
hotel that features legal gambling, with the hotel operation subordinate to the
gambling operation.
CENTER CITY HOTEL:
Full-service
hotel located in a downtown area.
CENTRAL RESERVATION OFFICE:
Part
of an affiliate reservation network. A central reservation office typically
deals directly with the public, advertises a central (usually toll-free)
telephone number, provides participating properties with necessary
communications equipment, and bills properties for handling their reservations.
CHAIN
OPERATING COMPANY:
A
firm that operates several properties, such as Holiday Inn Worldwide or Hilton
Hotels Corporation. Such an operator provides both a trademark and a
reservation system as an integral part of the management of its managed
properties.
CHECK-IN:
The
procedures for a guest's arrival and registration.
CHECK-OUT:
The
procedures for a guest's departure and the settling of his or her account.(2) A
room status term indicating that the guest has settled his or her
account,returned the room keys, and left the property.
COMMERCIAL
AGENCY:
A
travel agency that specializes in commercial business and usually has little or
no walk-in clientèle
COMMERCIAL
HOTEL:
A
property, usually located in a downtown or business district, that caters
primarily to business clients. Also called a transient hotel.
COMMERCIAL
TRAVEL:
Travel
for business purposes, not for pleasure.
COMPLIMENTARY
OCCUPANCY PERCENTAGE :
A
ratio that shows the percentage of occupied rooms that are complimentary and
generate no revenue;calculated by dividing complimentary rooms for a period by
total available rooms for the same period. Sometimes referred to simply as
complimentary occupancy.
COMPLIMENTARY
ROOM:
A
complimentary or "comp" room is an occupied room for which the guest
is not charged. A hotel may offer comp rooms to a group in ratio to the total
number of rooms the group occupies. One comp room may be offered for each fifty
rooms occupied, for example.
CONCIERGE:
An
employee whose basic task is to serve as the guest's liaison with hotel and
non-hotel attractions, facilities, services, and activities.
CONDOMINIUM
HOTEL:
A
hotel in which an investor takes title to a specific hotel room, which remains
in the pool to be rented to transient guests when ever the investor is not
using the room. The investor expects to receive a gain from the increase in
value of the hotel over time, as well as receive ongoing income from the rental
of his or her room.
CONDUCTED
TOUR:
A
pre - arranged travel program, usually for a group,that includes escort
service.
A
sight-seeing program, such as a city tour, conducted by a guide. Also called an
escorted tour.
CONFERENCE
CENTER:
A
specialized hotel, usually accessible to major market areas but in less busy
locations, that almost exclusively books conferences,executive meetings, and
training seminars. A conference center may provide extensive leisure
facilities.
CONFIRMED
RESERVATION:
An
oral or written statement by the supplier (a carrier, hotel, car rental
company, etc.) that he or she has received and will honor a reservation. Oral
confirmations have virtually no legal worth. Even written or telegraphed
confirmations have specified or implied limitations. For example, a hotel is
not obligated to honor a confirmed reservation if the guest arrives after 6
p.m., unless late arrival is specified. Confirmed reservations maybe either
guaranteed or non-guaranteed.
CONNECTING
ROOMS:
Two
or more guest rooms with private connecting door spermitting guests access
between rooms without their having to go into the corridor.
CONTINENTAL
BREAKFAST:
A
small morning meal that usually includes a beverage, rolls, butter, and jam or
marmalade.
CONTINENTAL
PLAN:
A
room rate that includes continental breakfast.
CORPORATE
HOTEL CHAIN:
Hotel
organization that has its own brand or brands, which may be managed by the
corporate chain or by a conglomerate.
CROUPIER:
A
casino employee who collects and pays bets and conducts game sat gaming tables.
Also called a dealer.
CRUISE
SHIPS:
Passenger
ships designed for vacationers. Today's cruise ships feature a variety of
activities and entertainment and can be thought of as floating resort hotels.
CRUISE-ONLY
AGENCY:
A
travel agency that sells only cruises.
DAY RATE:
A
special room rate for less than an overnight stay
DOMESTIC
TOURISM:
Travel
within the traveler's country of residence
DOORKNOB
MENU:
A
type of room service menu that a housekeeper can leave in the guest room. A
doorknob menu lists a limited number of breakfast item sand times of the day
that the meal can be served. Guests select what they want to eat and the times
they want the food delivered, and then hang the menu outside the door on the
doorknob. The menus are collected and the orders are prepared and sent to the
rooms at the indicated times.
DOUBLE:
A
guest room assigned to two people.
In
beverage operations, a drink prepared with twice the standard measure
of alcohol in one glass.
DOUBLE
OCCUPANCY PERCENTAGE:
See
Multiple Occupancy Percentage.
DOUBLE
OCCUPANCY RATE:
A
rate used for tour groups that bases the per-person charge on two to a room.
DOUBLE-LOADED SLAB:
A
guest room floor configuration in which rooms are laid out on both sides of a
central corridor.
DOUBLE-LOCKED ROOM:
An
occupied room for which the guest has refused housekeeping service by locking
the room from the inside with a dead bolt.Double-locked rooms cannot be
accessed by a room attendant using a standard passkey
EARLY ARRIVAL:
A
guest who arrives at the property before the date of his or her reservation.
EARLY
MAKEUP:
A
room status term indicating that the guest has reserved a nearly check-in time
or has requested his or her room to be cleaned as soon as possible.
ECO
TOURISM:
Low-impact
tourism that avoids harming the natural or normal environment. In this
relatively new approach to promoting enjoyment, as well as protection, of the
environment, tourists seek out environmentally-sensitive travel and/or tours or
vacations which, in some way, improve or add to their knowledge of an
environment
ESCORT:
A
person, usually employed by a tour operator, who accompanies atour from
departure to return and serves as guide, trouble-shooter, etc.
ESCORTED TOUR:
A
group of travelers traveling with a guide who has travel experience and has set
up an itinerary for the group.
EUROPEAN
PLAN:
A
room rate that does not include any meals.
EXECUTIVE FLOOR:
A
floor of a hotel that offers exceptional service to business and other
travelers. Also called a business floor or the tower concept.
EXPECTED ARRIVAL/DEPARTURE REPORT:
A
daily report showing the number and names of guests expected to arrive with
reservations, as well as the number and names of guests expected to depart.
EXPECTED
ARRIVALS LIST:
A
daily report showing the number of guests and the names of guests expected to
arrive with reservations.
EXPECTED
DEPARTURES LIST:
A
daily report showing the number of guests expected to depart, the number of
stay-overs (the difference between arrivals and departures), and the names of
guests associated with each transaction.
FAMILIARIZATION
(FAM) TOUR:
A
reduced-rate, often complimentary, trip or tour offered to travel agents,
wholesalers, incentive travel planners, travel writers, broadcasters, or
photographers to promote a hotel or a destination.
FAMILY LIFE CYCLE:
A
series of stages used to distinguish between types of travelers; variables
used to determine family life cycle stages are age, marital status, and presence
and ages of children.
FAMILY
RATE:
A
special room rate for parents and children occupying one guestroom
FLY
CRUISING:
A
travel trend in which tourists fly to a destination to begin a cruise,
generally as part of a travel package
FOLIO:
The
guest's bill that all hotel and incidental charges are posted to.
FOREIGN
INDEPENDENT TOUR (FIT):
A
tour created for individuals or families who walk into a travel agency and tell
an agent what country or are at hey would like to visit and what they would
like to see
FRONT
DESK:
The
focal point of activity within the hotel, usually prominently located in the
hotel lobby. Guests are registered, assigned rooms, and checked out at the
front desk.
FRONT
DESK AGENT:
A
hotel employee whose responsibilities center on the registration process, but
also typically include preregistration activities, room status coordination,
and mail, message, and information requests.
FRONT OF THE HOUSE:
The
functional areas of a hotel or restaurant in which employees have extensive
guest contact, such as the front desk (in hotels) and the dining room(s).
FRONT
OFFICE:
A
hotel's command post for processing reservations, registering guests, settling
guest accounts, and checking guests in and out
FULL-SERVICE
AGENCY:
A
travel agency that handles all types of travel for consumers.
FULL-SERVICE HOTEL:
A
hotel with a full range of services service and amenities which may include
some or all; on site restaurant and lounge, meeting facility, pool, fitness
center, business center, etc.
GLOBAL
DISTRIBUTION SYSTEM (GDS):
A
network of internet reservation systems that provide a central place where
travelers and travel agents can check availability and reserve travel related
products like hotels, airline, car rentals, cruises, rail. Formed and managed
by the airline industry and includes system like Sabre, Apollo, Amadeus, and
Pegasus.
GRAND TOUR, THE:
An
extended trip across the European continent that served as part of the
education of young British aristocrats. A typical tour began in England and had
the major cultural cities of Italy as its destination. In its early years, a
tour could last as long as 40 months. By the end of the Grand Tour era,the age
of the traveler had increased, and the length of the tour decreased;individuals
traveled more for pleasure than for an extended educational tour. The Grand
Tour era lasted from about 1500 to 1820.
GROUP
PICK-UP:
The
guest rooms that are actually rented by a group that are help in a Group
Reservation.
GROUP RESERVATIONS:
A
block of multiple guest rooms that are being held under an individual or
business' name at a particular hotel for a specific date or range of dates.
Generally used for conventions, conferences, meetings,receptions, weddings,
etc.
GUEST
COMMENT CARD:
Short
questionnaires that lodging properties and food service establishments ask
their guests to fill out. Guest comments are used by the property to define
current markets and to improve the operation.
GUEST
HISTORY CARD:
A
record of the guest's visits including rooms as signed rates, special needs,
and credit rating.
GUEST HISTORY FILE:
A
file containing guest history cards. It is maintained for marketing purposes
and is referred to for return visits.
GUEST
INFORMATION SERVICES:
Automated
information devices in public hotel areas that enable guests to obtain
information about in-house events and local activities.
.
GUEST PROFILE:
A
list of the characteristics that a property's guests have in common. The guest
profile helps management to identify which market segments the property appeals
to and which segments the property wants to attract.
GUEST
RELATIONS:
The
establishment of personal rapport and goodwill with guests through service and
attention to individual guest needs. In a narrower sense, the promotion of
in-house products and services,the entertainment of VIPs, and the handling of
social functions--especially in are sort hotel.
GUARANTEED
RESERVATIONS:
A
reservation that is guaranteed by the guest to be paid even if the guest fails
to arrive. Often this guarantee is made by a company or with a credit card.
GUEST
SERVICE MANAGER (GSM):
Manager
of the guest services department.
GUEST
SERVICE REPRESENTATIVE (GSR):
Employees
who provide check-in check-out, mail, key, message, and information services
for guests.
GUESTROOM CONTROL BOOK:
A
book used to monitor the number of guestrooms committed to groups. It controls
guest room booking activity by providing the sales office with the maximum
number of guest rooms it can sell to groups on a given day. The remaining guest
rooms (and any unsold guest rooms allotted to groups) are available for
individual guests.
GUESTROOM KEY:
A
key that opens a single guest room door if it is not double-locked.
GUESTROOM
MAINTENANCE:
A
form of preventive maintenance involving the inspection of a number of items in
the guest room, minor lubrication of doors and other equipment, repair of
obvious small problems and, when needed, the initiation of a work order for
more substantial problems or needs.
HOSPITALITY:
The
cordial and generous reception of guests. Derived from the Latin term hospes,
"a guest."
HOSPITALITY INDUSTRY:
Lodging
and food service businesses that provide short-term or transitional lodging
and/or food.
HOSPITALITY
SUITE:
A
room used for entertaining (e.g., a cocktail party); usually a function room or
parlor.
HOTEL:
A
large lodging facility, generally a hotel is full service and a multi-story
building with interior entrance guest rooms.
HOTEL
CHAIN:
A
group of affiliated hotels.
HOTEL GUEST CYCLE:
The
sequence of phases that begins with pre- sale events, continues through
point-of-sale activities, and concludes with post-sale transactions. The phases
identify the physical contacts and financial exchanges that occur between
guests and various revenue centers within a lodging operation.
HOTEL
MANAGEMENT COMPANY:
A
company that is hired to professionally manage a hotel(s) for other owners.
HOTEL REPRESENTATIVE:
An
individual who offers hotel reservations to wholesalers, travel agents, and the
public. A hotel representative or "rep" maybe paid by the hotels he
or she represents on a fee basis or by commission.Many hotel reps also offer
marketing and other services.
HOUSE
LIMIT:
A
guest credit limit predetermined by management officials.
HOUSEKEEPING
DEPARTMENT:
A
department of the rooms division,responsible for cleaning the hotel's guest
rooms and public areas
INCENTIVE TRAVEL:
Travel
financed by a business as an employee incentive.
INCLUSIVE TOUR:
A
tour in which specific elements--air fare, hotels,transfers, etc.--are included
for a flat rate. An inclusive tour rate does not necessarily cover all costs.
INDEPENDENT FOOD SERVICE OPERATION:
An
operation owned by an owner or owners with one or more properties having no
chain relationship.Menus, food purchase specifications, operating procedures,
etc. may differ among the owned properties.
INDEPENDENT HOTEL:
A
hotel with no chain or franchise affiliation. It may be owned by an individual
proprietor or a group of investors.
IN-ROOM GUEST CONSOLE:
A
multi-feature phone that may include such functions as two-way speaker phone
capability; a jack for portable computer use; an alarm clock; radio; remote
control of heating, ventilating, and air conditioning, television, and room lights;
energy management; and a theft alarm.
IN-ROOM MOVIE SYSTEM:
Guest
room entertainment provided through a dedicated television pay channel. Charges
for the use of this in-room entertainment are posted to the appropriate guest
folio.
INN:
A
smaller lodging facility, generally an inn is limited service and one to three
stories.
INTERNATIONAL TOURISM:
Travel
people make outside their country of residence.
KING BED:
A
bed approximately 78 inches by 80 inches
.
LANAI:
A
guest room with a balcony or patio, overlooking water or a garden.
LANDMARK:
Distinguishing
feature that stands out and provides a reference point for orientation.
Landmarks also provide travelers with information about direction and distance.
LATE ARRIVAL:
A
guest holding a reservation who plans to arrive after the property's designated
cancellation hour and so notifies the property.
LATE
CHECK-OUT:
A
guest who is being allowed to check out later than the property's standard
check-out time.
LIMITED SERVICE HOTEL:
A
lodging facility that offers no or very few amenities, services or extra
facilities such as restaurants, pools, meeting rooms,etc. Generally an inn or
motel is limited service
LONG-TERM STAY/RELOCATION GUESTS:
Those
individuals or families relocating to an area who require lodging until
permanent housing can be found.
LODGE:
A
lodging facility that is generally small and often designed in located in a
rustic outdoors environment or activities such as; fishing, skiing,boating, Eco-tours.
LODGING FACILITY: A
business
that rents guest rooms to the public on a nightly or shorter term range of
dates, i.e. weekly, month to month.
LODGING INDUSTRY:
Lodging
and food service businesses that provide short-term or transitional lodging.
LUXURY HOTEL:
A
hotel with high room rates that features exceptional service and amenities.
MASS
TOURISM:
Wide-scale
travel by a large number of people--not just the elite--brought about by the
increase in leisure time, discretionary income,and reliable and inexpensive
modes of transportation such as the automobile and airplane.
MASS
TOURISTS:
Travelers
participating in wide-scale travel designed for large numbers of people.
MASTER FOLIO:
A
bill that all charges for the members of a group are posted to.
MASTER KEY:
A
key that can open all guest room doors that are not double-locked
MID-PRICE/EXTENDED-STAY HOTELS:
Hotel
that caters mostly to persons who must be in an area for a week or longer. The
guest rooms of mid-price/extended-stay hotels have more living space than
regular hotel guestrooms, and may also have cooking facilities. Guest rooms in
these hotels tend to be less expensive than guest rooms in full-service or
all-suite hotels.
MID-RANGE
SERVICE:
A
modest but sufficient level of service that appeals to the largest segment of
the traveling public. A mid-range property may offer uniformed service, airport
limousine service, and food and beverage room service; a specialty restaurant,
coffee shop, and lounge; and special rates for certain guests
MOTEL:
A
smaller lodging facility, generally a motel is limited service and one to two
stories with exterior entrance rooms that guest can drive up to. Often referred
to as motor hotel.
NATIONAL TOURISM OFFICE:
Primary
government agency responsible for implementing national goals and public policy
with respect to tourism, and for providing information services to international
travelers
OCCUPANCY
REPORT:
A
report prepared each night by a front desk agent that lists rooms occupied that
night and also lists those guests expected to check out the following day.
OCCUPIED:
A
room status term indicating that a guest is currently registered to the room
.
ONLINE RESERVATION SYSTEM:
An
internet based system used by hotels that allows prospective hotel guests to
check availability and make reservations at the hotel.
OVERBOOKING:
Accepting
reservations that exceed available rooms
.
OVERSTAY:
A
guest who remains at the property after his or her stated departure date.
PACKAGE:
A
special offering of products and services created by a hotel to increase sales.
There are weekend packages, honeymoon packages, sports packages, and so on. A
typical package might, for a special price, include the guest room, meals, and
the use of the property's recreational facilities.
PACKAGE TOUR:
A
tour put together by a tour packager or operator.Travelers who buy the package
make the trips by themselves rather than with a large group. The package
offers, at an inclusive price, several travel elements which a traveler would
otherwise purchase separately--any combination of lodging; sight-seeing;
attractions; meals; entertainment; car rental; and transportation by air, motor
coach, rail, or even private vehicle. A package tour may include more than one
destination.
POINT
OF SALE SYSTEM (POS):
Computerized
systems that retail outlets such as restaurants, gift shops, etc, enter orders
and maintain various accounting information. The POS generally interfaces with
the property management system (PMS).
PROPERTY
MANAGEMENT SYSTEM (PMS):
A
computerized front desk system that manages hotel room inventory, guest billing
and interfaces with various other systems such as telephone, call accounting,
point of sale (POS),entertainment, etc.
PROPRIETARY BOOKING ENGINE:
A
internet reservation system that is owned and operated by an individual hotel
or group of hotels to allow them to take reservation on their own website
without paying a fee to the GDS, third party booking engines or franchise
reservation systems
QUAD:
A
guest room assigned to four people; may have two or more beds.
QUALITY GROUP:
The
group of travelers for whom the quality of their vacation is of paramount
importance. They want and are willing to pay for first-class accommodations and
service.
QUEEN:
A
bed approximately 60 inches by 80 inches
RACK RATE:
The
current rate charged for each accommodation as established by the property's
management
RESERVATIONS:
A
guest room that being held under an individual or business' name at a
particular hotel for a specific date or range of dates.
RESERVATIONS AGENT:
An
employee, either in the front office or in a separate department, who is
responsible for all aspects of reservations processing.
RESERVATIONS
DEPARTMENT:
A
department within a hotel's rooms division staffed by skilled telemarketing
personnel who take reservations over the phone, answer questions about
facilities, quote prices and available dates,and sell to callers who are
shopping around.
RESIDENT MANAGER:
The
manager in charge of the rooms division in amid-size to large hotel. Sometimes
resident managers are also in charge of security.
RESORT HOTEL:
A
hotel, usually located in a desirable vacation spot, that offers fine dining,
exceptional service, activities unavailable at most other properties, and many
amenities.
ROOM BLOCK:
An
agreed-upon number of rooms set aside for members of a group planning to stay
at a hotel.
ROOM
DATA CARD:
A
card used to record information concerning the basic characteristics and major
elements of an individual guest room
ROOM
OCCUPANCY SENSOR:
A
device that uses infrared light or ultrasonic sound waves to sense the physical
occupancy of a room. Sensors have the ability to turn on devices and appliances
such as lights, air conditioning, and heating whenever a guest enters a space,
and to turn these devices and appliances off when the guest leaves.
ROOM RACK:
A
card index system that is constantly updated to reflect occupied and vacant
rooms. In the evening, the room rack contains forms for only those registered
guests remaining for the night who are to be charged for rooms. A daily room
report can be prepared from the room rack.
ROOM RATE:
The
price a hotel charges for overnight accommodation. See also Rack Rate.
ROOM STATUS:
Information
about current and future availability of guestrooms in a lodging property.
Current availability is determined through housekeeping data. Future availability
is determined through reservations data.
Information
about availability data which extends several days into the future is important
because it may affect the length of stay of in-house guests.
ROOM
STATUS DISCREPANCY:
A
situation in which the housekeeping department's description of a room's status
differs from the room status information that guides the front desk employee in
assigning rooms to guests.Discrepancies can seriously affect a property's
ability to satisfy guests and maximize room’s revenue.
ROOMING LIST:
A
list of the guests who will occupy reserved accommodations. This list is
submitted in advance by the buyer.
ROOMS ALLOTMENT REPORT:
A
report that summarizes rooms committed (booked or blocked), by future date
ROOMS
CHECKLIST:
A
list, used for guest room (preventive)maintenance, of all the items in the
guest room with a brief notation opposite each item of the type of inspection,
repair, lubrication, adjustments, or cleaning activity to be performed.
ROOMS DISCREPANCY REPORT:
A
report that notes any variances between front desk and housekeeping room status
updates. It often alerts management to investigate the possibility of sleepers.
See Sleeper.
ROOMS DIVISION:
The
largest, and usually most profitable, division in a hotel. It typically
consists of four departments: front office, reservations,housekeeping, and
uniformed service.
ROOMS HISTORY REPORT:
A
computer-based report that depicts there venue history and use of each room by
room type. This report is especially useful to those properties employing an
automatic room assignment function.
ROOMS STATUS REPORT:
A
report that indicates the current status of rooms according to
housekeeping designations, such as: on-makeup, on-change,out-of-order, clean,
and ready for inspection.
SCIENCE
TOURISM:
A
subgroup of ecotourism in which laypersons travel with scientists and students
to help with scientific work at various sites throughout the world. Science
tourists often work very hard (even though they are paying for the vacation)
and make a contribution to a body of scientific knowledge.
SERVICE
CHARGE:
A
percentage of the bill (usually 10% to 20%) added to the guest charge for
distribution to service employees in lieu of direct tipping.
SIDE-BY-SIDE SUITE:
A
suite that consists of two small bays, each with windows to the outside.
SINGLE BED:
A
bed approximately 36 inches by 75 inches.
SKIPPER:
A
guest who leaves without paying.
SLEEPER:
A
vacant room that is believed to be occupied because the roomr ack slip or
registration card was not removed from the rack when the previous guest
departed.
SPA:
A
mineral spring, or a locality or resort hotel near such a spring, to which
people resorted for cures (from Spa, a watering place in eastern Belgium).To
day, the word spa is used more loosely to refer to any fashionable resort
locality or hotel.
STAY OVER:
A
room status term indicating that the guest is not checking out and will remain
at least one more night
STUDIO:
A
guest room having one or two couches that convert into beds.
SUITE:
(1) A guest room with a parlor area in addition to a
sleeping room,and
perhaps a kitchenette.
(2) Several pieces of furniture of similar design,
usually sold together to
outfit a complete room.
SUITE HOTEL:
A
hotel whose sleeping rooms have separate bedroom and living room or parlor
areas, and perhaps kitchenettes
TOUR:
Any
pre-arranged (but not necessarily prepaid) journey to one or more places and
back to the point of origin.
TOUR BROKER:
An
individual licensed and bonded by the Interstate Commerce Commission to operate
motor coach tours in the United States and, in some cases, Canada, as permitted
by the scope of his or her license. Also known as a motor coach broker or tour
operator.
TOUR OPERATOR:
A
business that puts together travel tours and sells them directly to individuals
or through travel agencies.
TOURISM
DEVELOPMENT:
The
long-term process of preparing for the arrival of tourists; entails planning,
building, and managing attractions,transportation, accommodation, services, and
facilities that serve the tourist.
TOURISM
ENCLAVE:
Self-contained
resort complex that caters to all the needs of tourists who arrive as part of a
tour or other type of package.
TOURISM
PLANNING:
The
process of preparing for tourism development;a tool for addressing the choices
associated with tourism development.
TOWER:
A
guest room floor configuration in which rooms are grouped around a central
vertical core.
TRANSIENT HOTEL:
Lodging
operation that caters primarily to businesspeople; transient hotels tend to be
busiest Monday through Thursday.
TRAVEL CLUB:
A
type of travel agency that charges an annual fee to its members and in return
offers packaged vacations to members at reduced prices.
TWIN:
A
guest room with two twin beds.
TWIN BED:
A
bed approximately 39 inches by 75 inches.
UNDER STAY:
A
guest who checks out before his or her stated departure date
UPGRADE:
To
move to a better accommodation or class of service.
VACANT:
A
room status term indicating that the room has been cleaned and inspected, and
is ready for the arriving guest.
VILLAGE STAY:
An
alternative form of tourism in which the tourist can experience life in a rural
place--fishing village, farm, historic village, etc.--by staying in the home of
a resident, in a dormitory, or in some other type of accommodation
VOICE MAIL:
A
system that is part of the telephone equipment which provides for hotel guests
and staff to retrieve a message left by a caller.
WALK-IN
GUEST:
A
guest who arrives at a hotel without a reservation
WALKING A GUEST:
A
situation in which a hotel is unable to honor a guest's reservation and helps
the guest find accommodation elsewhere.
WATER PARK HOTEL:
A
hotel that offers a large recreational water elements such large pools,
multiple pools, slides or other water related venues.
YACHT
CLUB:
A
private club located near a large body of water, whose main purpose is to
provide facilities such as marinas to boat owners.
0
- CALL (Zero - Call):
A
telephone call placed with an operator's assistance. Examples may include
calling- and credit-card calls, collect calls, and third-party calls.
ZONE
LIGHTING:
Lighting
designed to facilitate traffic from one space to another.
THIRD PARTY BOOKING ENGINE:
An
internet site that provides a booking engine where a traveler can search a
large number of lodging facilities for availability and reserve a room. The
lodging facilities are not affiliated with the site and pay a fee for the
business that the third party site generates.Examples of third party sites
include; hotels.com, price line.com
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