HM0005-FRONT OFFICE ABBREVIA ABBREVI ATION & GLOSSARY “FRONT OFFICE ABBREVIATION & GLOSSARY”
IATA = International Air Transport Association IAPA = International Airlines Passengers Association HSE = Hotel Safety Executive IAAI = International Airlines Authority of India AAI = Airport Authority of India POS = Point of Sales UM = Under Maintenance AT AT = alue Added Ad ded Tax !"# = !ational "ash #egister $IT = $roup Inclusive Tour or $roup Inclusive tariff %IT = %ree Individual Traveller %%IT = %oreign %ree Individual Traveller &%IT = &o'estic %ree Individual Traveller $#" = $uest #egistration "ard "$# = "o'pany "o 'pany olu'e olu'e $uaranteed #ate IT&" = India Touris' Touris' &evelop'ent "orporation (ST&" = (arnata)a State Touris' Touris' &evelop'ent "orporation EMT = Early Morning Tea *T = *uxury Tax
HET = Hotel Expenditure Tax S" = Service "harge ST = Sales Tax %H#AI = %ederation of Hotel + #estaurant Association of India H#A"" = Hotel + #estaurant Approval "lassification "o''ittee E, = Extra ,ed TA = Travel Agent EM = Executive Manager $M = $eneral Manager "IP = "o''ercially I'portant Person %##O = %oreigner #egional #egistration Office &$ = &istinguished $uest EA = Expected Arrival E& = Expected &eparture &OA = &ate of Arrival &O& = &ate of &eparture "#S = "entral #eservation Syste' I#S = Instant #eservation Syste' $&S = $lo-al &istri-ution Syste' S, = Scanty ,aggage H" = House "ount !## = !et #oo' #evenue A## = Average Average #oo' #evenue
$## = $uest #oo' #evenue #evPA# = #evenue per Availa-le roo' TAAI = Travel Agents Association of India H." = Handle /ith "are &T = &o'estic tourist IT = International Tourist A = Allo/ance Allo/an ce oucher oucher $., = $uest /ee)ly -ill ,T" = ,ill to co'pany ## = #ac) #ate 0 #oo' #ate = acant O = Occupied # = #evenue &* = &ou-le *oc) OOO = Out of Order P,1 = Private ,ranch Exchange EPA,1 EPA,1 = Electronic E lectronic Private Auto'atic ,ranch Exchange Exch ange ST& = Su-scri-er Trun) &ialling IS& = International Su-scri-er &ialling "AS = "all Accounting Syste' &!& = &o not disturP"O = Pu-lic "all Office MO& = Manager on &uty
#!A = #oo' not assigned %%" = %ruit %lo/ers and "oo)ies .hat is AMENDMENT? A'end'ent is nothing -ut change fro' original2 A'end'ent can -e prepone'ent or postpone'ent of acco''odation3 date of chec)in or chec)out3 change of nu'-er of persons /ho /ill -e occupying the roo'2 A'end'ent or revision is -asically a co'-ination of t/o processes i2e2 the cancellation of the previous -oo)ing and then 'a)ing of the ne/ -oo)ing2 A'end'ents can -e for earlier dates or for later dates or change in duration du ration of stay or change in type t ype of acco''odation re4uired AAI
Airport Authority Authority of India2 The landing3 ta)e off and security of the aircraft is under this authority /hich 'eans that the air traffic services li)e navigational aid3 enroute in the air for various airlines is provided -y - y AAI2 ATRIUM CONCEPTS
The design in /hich guest roo's overloo) ov erloo) the lo--y fro' the first floor to the #oof2 The lo-- y /ill have a high ceiling and the lo--y can -e vie/ed fro' the guest floors2 AMENITIES
A ter' first first used in the early 5678s to denote 9extras: placed in guest g uest roo's3 such as sha'poo3 sho/er cap and hair dryer2 Since then it has co'e to refer to the /ide range of products and services that distinguishes one property fro' its co'petitors3 such as concierge service3 co'pli'entary shoe shine service3 use of hotel *i'ousine during -usiness hours2 According to the IP level3 fruits3 flo/ers3 coo)ies3 soft drin)s3 nut platter etc also are provided to the guests2 AMERICAN PLAN (AP)
A'erican Plan /hich includes roo'3 -rea)fast3 lunch and dinner ;three 'eals<2 So'eti'es early 'orning tea is also included2 This plan is also called En Pension or %ull ,oard2 AIRPORT HOTEL
Hotels that are situated at the airport and are ideal for transit passengers /ho have only a fe/ hours in the city 'a)ing it i'possi-le for the' to stay in a do/nto/n hotel2 #ates are on European Plan i2e2 charges for #oo' only2 AIRPORT TRANSFER
Service so'eti'es offered -y hotels free for guests3 providing transportation to and0or fro' the airport either on de'and or according to fre4uent schedule2 Hotel o/ned li'ousines or cou rtesy vehicles often transport guests -et/een hotel and the airport2 $uests al/ays enoy significant cost savings and convenience fro' such arrange'ent2 Airport #epresentatives #epresentatives of the concerned hotel coordinates such arrange'ents2 .hat is BERMUDA PLAN? ,er'uda Plan includes #oo' and A'erican ,rea)fast ;"ontinental -rea)fast and Eggs to order< BLACK LIST
,lac) list is the list authori>ed -y the Hotel Manage'ent of the na'es of all persons not /elco'e in the hotel2 This can also -e a list of guest /ho have patroni>ed the hotel previously at the venue -ut are no/ -anned fro' doing so 'ay -e -ecause they /ere drun) or displaying undesira-le -ehaviour or unsatisfactory credit record2 BLOCK BOOKING
Ter' Ter' used for a reservation for several people a t the sa'e ti'e3 nor'ally on the sa'e rate e2g2 tours3 groups or conference delegations2 ;or< An agreed?upon nu'-er of roo's set aside for 'e'-ers of a group planning to stay at a hotel2 BACK TO BACK
Heavy chec)out and chec)in on the sa'e day da y relating to tours and groups2 As one group leaves another arrives2 BUDGET HOTELS
,udget Hotels provide cheaper3 cleaner and inexpensive and 'ore -asic guest roo'3 often /ith li'ited food and -everage services2 ,udget hotels are also called econo'y hotels appeal to -udget 'inded travelers /ho travel on li'ited funds2 BUMPED RESERVATION RESERVATION
The refusal of a guest /ith a reservation and su-se4uent place'ent of the guest to another an other hotel2 This situation happens in a hotel at the ti'e of over-oo)ing2 BOUNCED RESERVATION RESERVATION
The refusal of a guest /ith a reservation due to an error in planning -y - y the hotel2 This occurs in a hotel /hen 'ore -oo)ings are ta)en than the roo's are availa-le2 BRUNCH
This 'eal is provided -et/een -rea)fast and lunch often acco'panied -y "ha'pagne2 CHECK-IN
"hec)? in is the arrival of the guest /ho registers hi'self at the #eception2 The registered guests are assigned acco''odation -y /ay /a y of providing roo' )eys to the guest gu est along /ith the resident card2 CHECKOUT
The procedure of settling the hotel account on departure of a guest or the guest /ho settles the account3 deposits the roo' )ey and leaves the hotel2 ,y chec)out process the guests ter'inates their status as resident guests of the hotel2 The goal of chec)out activity in hotels is to acco'plish this process2 CIP
"o''ercially i'portant person2 "IPs -asically co'prise of -usiness travelers /ho fre4uent the hotel3 tour leaders or tour operators /ho escort groups to the hotel or conference organi>ers /ho generate -usiness to the hotel2 CRIB RATE
"ri- #ate is the roo' rate charged to children - elo/ @ years of age2 It is less than the rac) rate on the actual rate charged to an adult2 CHANGE SLIP
Move notification slip shifting fro' one roo' to another roo'2 CVGR
"o'pany olu'e olu'e $uaranteed #ate2 The special rate extended -y the hotel -ased on the volu'e of -oo)ing generated -y the potential co'pany in the for' of roo' nights2 The co'pany ta)es the responsi-ility to pay for the nosho/ guests or co 'pany officials even if they do not turn up2 CP
"ontinental Plan /hich includes #oo' and continental -rea)fast2 CLOSED DATES
The status of the dates for /hich a reservation syste' /ill not accept additional reservations2 CONCIERGE
An e'ployee /hose -asic tas) is to serve as the guests liaison /ith -oth hotel and non?hotel attractions3 facilities3 services and activities2 Though the tas) of the "oncierge is of 'uch i'portance to the guest and the hotel3 he cannot -e identified under one depart'ent2 "oncierges are certified -y the International Association Association of "oncierges )no/n as *es "lef dOr2 CORPORATE RATE
An agreed rate charged for executive0personnel fro' -usiness and corporates3 nor'ally regular guests2 CURTAILMENT
"urtail'ent 'eans that a -oo)ing has -een 'ade for longer than the guest actually re4uires the roo'2 Also )no/n as understay2 CABANA
#oo' attached to the s/i''ing pool /ith one sofa?cu'?-ed2 These roo's are usually separated fro' the hotels 'ain -uilding2 CASINO
Hotels /ith ga'-ling facilities 'ay -e categori>ed as "asino Hotels2 "asino Hotels attract guest -y pro'oting ga'ing and entertain'ent2 "asino hotels fre4uently provide guests /ith specialty restaurant and extravagant floorsho/s2 $a'-ling activities at so'e "asino hotels operate BC hours a day2 COMMERCIAL HOTEL (D!"#!" H#$%)
One that caters to -usiness clientele2 It is located in the heart of the city /ithin the short distance of the -usiness center3 shopping areas3 theatres3 pu-lic and private sector etc2 #ates in these hotels are nor'ally high due to their locational advantage2 CHANCE CUSTOMERSGUESTS
Persons /ho arrive /ithout a reservation and /ho are not nor'ally regular custo'ers or guests2 They are also )no/n as .al)in guests2 CORPORATE RATE
"ategory of price discount on extra services offered -y a hotel or other -usiness in an effort to attract guests traveling on -usiness2 The hotel 'ay sign a co ntract /ith the potential co'pany so as to generate roo' nights3 rate agree'ents /ith v alidity and financial responsi-ilities2 "orporate rates are popular in &o/nto/n or -usiness class hotels2 CONDOMINIUM
Any 'ultiple o/nership arrange'ent /ith or /ithout -uildings ;o/nership of trailer spaces and hoo)ups3 recreational facilities<2 Sa'e as Ti'esharing2 Ti'esharing2 CONDOMINIUM HOTEL
Hotel totally or partly co'prised of individually o/ned condo 'iniu' units2 All All or so'e of the o/ners have agreed to an arrange'ent that per'it 'anage'ent to offer the units as hotel roo's at specified ti'es of the year in return for the share of the revenue2 .hen appropriate a'enities exist3 called #esort "ondo'iniu'2 CHAIN HOTEL
A hotel o/ned -y or affiliated /ith other properties2 "hain hotels i'pose certain 'ini'u' standards3 rules3 policies and procedures on their affiliates2 So'e chains have strong control over architecture3 'anage'ent and standards of their hotels2 "hain hotel properties typically encourage guests to plan their stay ahead ahe ad of ti'e -y offering direct co''unication affiliated properties2 CUT-OFF DATE
&esignated date -y /hich additional specific action 'ust -e ta)en -y a person /ho has reserved a roo' or face invalidation of reservation2 ;or< The date agreed upon -et/een a group and a hotel after /hich all unreserved roo's in the groups -loc) /ill -e released -ac) to the general roo's inventory for sale2 DEAD MOVE
Act of transferring a guest luggage to a different roo' /hile the guest is a/ay2 DG
&istinguished $uest DAY USE DAY USE ROOM DAY RATE
A roo' status ter' indicates that the roo' /ill -e used for less than an overnight stay2 #oo's that are used for less than an overnight stay2 It can -e used fro' D288 a2'2 to D288 p2'2 or 5B noon to 5B 'idnight -ut not after 'idnight2 It is the rate given for half day or full day ti'e2 It can -e D288 a2'2 to D288 p2'2 or 5B288 noon to 5B 'idnight3 -ut not after 'idnight2 DELU'E HOTEL
The hotel offering top facilities /ith regard to elegance and service2
DEMI PENSION
It is also called Modified A'erican Plan or Half ,oard2 The ter' &e'i Pension includes #oo' #ent ,rea)fast *unch or &inner2 DONTON HOTEL
It is located in the heart of the city /ithin a short distance of the -usiness center3 shopping areas3 theatres3 pu-lic -uildings3 etc2 #ates in these hotels are nor'ally high due to their locational advantage and also due to the fact that the rate of return on invest'ent ;#OI< co'puted on these capital intensive hotels is su-stantially high2 !or'ally -usiness clientele prefer such hotels2 DISCREPANCY REPORT
A &iscrepancy report is prepared -y the %ront &es) on receiving the #oo' #eport fro' the House)eeping2 The %ront Office co'pares it /ith the #oo' #ac) for reconciliation of roo' status2 &iscrepancies noticed -et/een roo' rac) and house)eeping roo' report are noted do/n on a separate report call the F&iscrepancy #epo rt3 /hich is then handed over to a -ell -oy for physical chec) and reporting -ac) of the roo' under discrepancy2 After a physical chec) of the roo' the ,ell ,oy notes do/n the correct status /hich is accepted -y the %ront Office and roo' rac) and reconciled accordingly2 DUPLEI' SUITE
#oo' spread over t/o floors /ith interconnecting staircase2 $enerally the parlour is at the lo/er level and -edroo' a-ove2 DOUBLE SUITE
&ou-le #oo' /ith one living roo'2 DOUBLE-DOUBLE
#oo' designated to acco''odate t/o3 three or four personsG a roo' /ith B dou-le do u-le -eds2 Also3 called T/in?&ou-le2 DOUBLE ROOM
It has a dou-le -ed or a co'posite -ed 'eant for t/o persons2 DOOR MAN LINKMAN
Another 'e'-er of the unifor'ed staff2 His place of duty is outside the 'ain entrance of the hotel2 He is responsi-le for cleanliness and good order of the front entrance of the hotel and area around it2 He opens the car and taxi doors and carries a large u'-rella in case it is raining2 He 'ay /ear a pea) cap as part of his unifor'2 .hen a car or o r taxi arrives3 he signals to the -ell des)
to send a -ell -oy and then opens the door of the car and helps the guest in co'ing out of the car at the sa'e ti'e the -ell -oy -o y handles the luggage of the guest2 He )eeps the un/anted visitors a/ay fro' the hotel2 At the ti'e of departure he collects the out pass -efore allo/ing the luggage of the departure guest to go out of the hotel2 His o- is to call the taxi for the guest or call for the car of the guest2 DUPLEI' SUITE
#oo' spread over t/o floors /ith interconnecting staircase2 $enerally the parlous is at the lo/er level and -ed roo' a-ove2 EPAB'
Electronic Private Auto'atic ,ranch Exchange2 This is a type of telephone exchange that has a large nu'-er of extensions3 each extension has an individual 'eter2 The service connection do not 'ini'i>e the extensions connecting since these are given no separate /or)ing digits2 The guests and executives can dial an internal extension and outside calls straight /ithout going through the telephone operator2 E-MAIL
A co''unication syste' that uses an electronic net/or) to send 'essages via co'puters2 EP
European Plan ;roo' only -asis< EN PENSION
A'erican Plan /hich includes roo'3 -rea)fast3 lunch and dinner ;three 'eals<2 So'eti'es early 'orning tea is also included2 This plan is also called En Pension or %ull ,oard2 ERRAND CARD
The lo--y attendant arrival and departure errand card is 'aintained -y the -ell -oy for each and every arrival and departure2 It has details d etails li)e3 na'e of -ell-oy3 na'e of the guest3 nu'-er and description of the -aggage and signatures of the -ell captain and the -ell-oy2 It is a record of all the activities underta)en -y the -ell-oy -ell-o y and helps to control the 'ove'ent of -ell-oys2 FRRO
%oreigners #egional #egistration Office2 These offices are located in Metropolitan cities li)e &elhi3 Mu'-ai3 (ol)ota and "hennai and a nd the F" %or' records of foreign guests registered in the hotels are sent to the' according to the concerned urisdiction for revie/2 FIT
%IT is a %ree Individual Traveller in Hotel parlance and is any person /ho 'a) es -oo)ing directly /ith a hotel and not through travel agent2 %ITs are usually leisure guests /hose purpose of travel is sightseeing and enoy'ent2 FLOOR LIMIT
It is also )no/n as House *i'it or Sanctioned *i'it2 A 'axi'u' a'ount a hotel can accept acc ept on a credit card2 An a'ount set -y the credit card co'pany2 FREE SALE
#oo's ready for sale after going through all reservation charts2 FORECAST
Expectation -ased on past?present data2 %orecasting is a tas) of the %ront Office depart'ent that affects other areas of the hotel2 #estaurants and other sales outlets /ill -ase their expe ctations of trade on the occupancy forecast produced -y %ront Office2 FA' FA'
%acsi'ile Trans'ission2 Trans'ission2 A 'achine for trans'itting and receiving 'essage including graphics2 .hereas the orthodox telex 'achines can only trans'it and receive texts only2 FLASH REPORT
%lash report indicates the -rea)up of roo' allocation and revenue thereof2 F* FORM +", RED BOOK
Infor'ation a-out guest 'ay -e re4uired - y the hotel or police any ti'e2 The hotel h otel arrival? departure register /hich is also )no/n as #ed ,oo) or F% %or' is one of the 'ost i'portant docu'ent2 It also fulfills the legal re4uire'ents the each guest 'ust -e registered2 $uest signatures are i'portant as it signifies his consent to a-ide -y the rules and regulation of the hotel and at the sa'e ti'e is a proof of his stay in the hotel fro' a particular date to another date ;In large hotels these days an individual card called $uest #egistration "ard2< FLOATEL
A Hotel on a ship0cruise2 FLOAT
The delay in pay'ent fro' an account after using a credit card or personal che4ue2
FRANCHISEE
A hotel o/ner /ho has access to a national reservation syste' and receives the -enefits of the corporations 'anage'ent expertise3 financial -ac)ing3 national advertising and group purchasing2 FRANCHISE
A licence to operate hotel using a trade 'ar)3 training and operating 'anuals supplied -y a /ell? )no/n "hain2 FORECASTING
Proecting occupancy and roo' sales for a specific period2 %orecasting ena-les front des) to 'axi'i>e revenue and opti'i>e roo' nights and contri-ute to the yield 'anage'ent2 FHRAI
%ederation of Hotel and an d #estaurant Association of India2 FOYER
*o--y2 "o''on lounge for all resident and non?resident guests FULL SERVICE HOTEL
Provides a /ide selection of guest services in addition to acco''odation3 such as food and -everage3 roo' service3 laundry services etc2 FULL BOARD
A'erican Plan /hich includes roo'3 -rea)fast3 lunch and dinner ;three 'eals<2 So'eti'es early 'orning tea is also included2 This plan is also called En Pension2 GUEST FOLIO
A $uest record of charges and pa y'ents2 A for' /ith the hotels logo and a control nu'-er and allo/ing space for roo' nu'-er3 guest identification3 date in and date out3 and roo' rate in the upper left hand cornerG it allo/s for guest charges to -e i'printed /ith a posting 'achine and filed in roo' nu'-er se4uence2 GUEST CYCLE
A se4uence of transactions in the roo's -usiness fro' reservation through registration to account settle'ent2
GIT
$roup inclusive tariff $roup inclusive Tour Tour Prapaid tour allo/ing special airfares to a group and re4uiring that all the 'e'-ers 'ust travel on the sa'e flight round the trip and 'ust ravel together during their entire ti'e a-road2 The group of people traveling together on a pac)age arrange'ent2 This 'eans their transport3 acco''odation3 'eals ;on plan< or side trips are usually included in the price paid2 Everyone /ill arrive together3 eat together and chec)out together2 GUARANTEED GUARANT EED RESERVATION RESERVATION
A reservation reservation in /hich pay'ent for the roo' is pro'ised even if the guest fails to arrive2 Advance -oo)ing3 /ith pay'ent guaranteed even if the guest does not arrive unless cancelled -y the tour operator -y a certain date2 HOT LIST
Another na'e for .arning ,ulletin supplied -y the credit card co'pany2 This co'prises the list of defaulters authori>ed -y the credit card co'pany2 HALF BOARD MEAL
Modified A'erican Plan or &e'i Pension ;#oo' #ent ,rea)fast *unch or &inner< HRACC
Hotel and #estaurant Approval "lassification "o''ittee2 HOLLY TIN BEDDED ROOM
A #oo' /hich has t/o single -eds /ith single head -oard 'ean t for t/o persons2 HOUSE LIMIT
An a'ount set -y the hotel /hich allo/s for a 'axi'u' a'ount of guests charges2 Or An a'ount set -y the hotel for guest account -alances2 .hen an account exceeds the specified a'ount3 the guests credit /orthiness is chec)ed2 Also called the FLOOR LIMIT of the hotel2 HOUSEKEEPING STATUS
Ter'inology Ter'inology /hich indicates availa-ility of guest to enter a roo' such as O""UPIE& ;guest or guests are already occupying a roo'<3 STAOE# STAOE# ;$uest /ho /ill not -e chec)ing out of a roo' on current day<3 O! "HA!$E ;$uest has chec)ed out of roo'3 -ut -u t the house)eeping staff has not released the roo' for occupancy<3 OUT O% O#&E# ;roo' is not availa-le for occupancy -ecause -ec ause of 'echanical 'alfunction< and AAI*A,*E ;roo' is availa-le for a guest to occupy<2 HOBIC
Hotel Out/ard ,ound Infor'ation "entre HOTEL DIARY
A -oo) /hich records all the guests details details under date of arrival order2 HEALTH CLUB
Provides gy'nasiu'3 health -aths ;acu>>i3 Stea' ,ath<3 'assages3 etc for the purpose of i'proving health2 HOSPITALITY ROOM
A roo' used -y a hotel guest to entertain his o/n gu est and usually charged on hourly -asis2 HELD BAGGAGE
The guest property held in lieu of pay'ent of a roo' HRACC
Hotel and #estaurants Approval "lassification "o''ittee2 The "o''ittee under the Ministry of Touris' Touris' that provides star rating to the hotels according to the facilities and services offered -y the hotels2 INFORMATION RACK
.hitney #ac) )ept in the Infor'ation Section2 !a'es are in alpha-etical order2 It is used to help in the delivery of 'ail3 telephone 'essages3 deliveries to guests and to ans/er en4uiries of guests and visitors2 Or An alpha-etic listing of all registered guests3 cross?referenced -y roo' nu'-er2 INTERNET
A net/or) of co'puter syste's that share infor'ation over telephone lines2 Internet is also net/or) of net/or)s that can give us a virtual tour of 'any infor'ative sites2 INDEPENDENT HOTEL
A hotel that is not associated /ith a franchise2 INDUCTION
An organi>ational process to fa'iliari>e a ne/ recruit to the organi>ation and /or)place2 INNS
They are s'all in si>e /ith 'odest -oard and lodging facilities2 They 'ay -e located a ny/here /ithin or outside the city2 They are the forerunners of the 'odern 'otel2 ITDC
Indian Touris' Touris' &evelop'ent "orporation2 It ca'e ca 'e into -eing /ith effect fro' March 56J82 It is one of the pu-lic sector underta)ings un derta)ings and its services include transport3 acco''odation and restaurants and duty free shops at International Airports3 Sound and *ight Sho/s2 ACU..I
et of hot /ater flo/ in tu- in all 7 sides2 KEY CARD
"ard issued to the guest on registration2 It displays roo' nu'-er3 na'e3 rate and other relevant details2 Used /hen the guest re4uests the )e y2 KEYLESS LOCK
Electronic (ey syste' 'ade out of plastic3 'eal or pressed paper )ey /ith electronic codes e'-edded on a 'agnetic strip2 LEFT LUGGAGE
$uest -aggage )ept in custody of the hotel after the guest has chec)ed out /hich /ill -e later collected -y hi'2 LOBBY
"o''on *ounge for all resident and non?resident guests2 It is also called FOYER LOG
#ecord of happenings2 LOTEL
Hotel /ith helipad facility2 facility2 LIMITED FLOORS
*uxury service provided -y a hotel /here-y only registered guests are per'itted access to certain parts of the property ;"lu- %loor<2 KEY RACK
A storage unit ;rac)3 shelf3 dra/er< for guest roo' )ey2 Often co'-ined /ith Mail #ac) MURPHY BED
A -ed that is hinged at the -ase of the head-oard and s/ings up into the /all for storageG another na'e for this type -ed is SI"O ;or< A -ed that folds into the /all or appears to -e a side-oard /hen sto/ed a/ay2 a/a y2 MOTEL
This ter' is derived fro' the phrase3 F'otor hotels3 /hich are located principally on high/ays2 They provide 'odest -oard and lodging to high/ay travelers2 The length of the stay is usually overnight3 thus rates 4uoted are on European Plan i2e2 roo' only2 NOSHO
The reservation that fails to arrive2 ON CHANGE
The status of a guest roo' recently vacated vac ated -ut not yet ready for a ne/ guest2 ON RE/UEST
Status of roo' /herein a reservation is 'ade su-ect to confir'ation at a later date2 OVERBOOKING
Accepting reservations for 'ore roo's than are availa-le - y forecasting the nu'-er of nosho/ reservations3 stayover3 understays and /al)ins /ith a goal of attaining 588K occupancy ;or< Ter' Ter' 'eaning to accept 'ore roo's roo 's than there are availa-le2 This is done to en sure 588K occupancy3 allo/ing for cancellation3 no?sho/s and early departures2
OOO (OUT OF ORDER)
The status of a guest roo' that is not no t availa-le for sale -ecause of planned /or) or an unexpected pro-le'2 OPEN
Ter' Ter' 'eaning roo's are availa-le for letting2 PENT HOUSE
A house or roo' on the roof or top floor of a tall -uilding or hotel or terrace level3 one side 'ay -e open to the s)y2 PLAN
#oo' and 'eal pac)age PAGING
FPaging is the syste' of displaying the na'e of the guest on a s'all -oard /ith a long handle2 The -oard id held a-ove the head of the -ell -oy and has s'all -ells /hich are rung to dra/ the attention of custo'ers to the -oard2 .hen a phon e call is received for a guest in a specified location3 this paging syste' is used to contact g uests The -ell -oy does the paging in 'ost pu-lic areas especially the lo--y2 lo-- y2 PARLOUR
52 A Sitting roo' that is part of a suite2 In e'ergencies3 parlours can service as extra -edroo's B< A guest roo' /ith a hidea/ay -ed3 giving the roo' the appearance of a sitting roo'2 /UADRAPLE
#oo' suita-le for occupancy for four persons2 pe rsons2 RETENTION CHARGES
A charge levied on individual guest or group for default in reservation or stay .hat is ROOM RACK? .hitney Slips placed in .hitney #ac) in the #ecep tion ;or< .hitney #ac)s 'aintained at reception in the chronology of roo' nu'-ers2 RED BOOK F* FORM FORM
Infor'ation a-out guest 'ay -e re4uired - y the hotel or police any ti'e2 The hotel h otel arrival? departure register /hich is also )no/n as #ed ,oo) or % %or' is one of the 'ost i'portant docu'ent2 It also fulfills the legal re4uire'ents that each guest 'ust -e registered2 $uest signatures are i'portant as it signifies his consent to a-ide -y the rules and regulations of the hotel and at the sa'e ti'e is a proof of his stay in the hotel fro' a particular date to another date ;in large hotels these days an individual card called $uest #egistration "ards are used< .hat is RACK RATE ? #ac) rate is also called printed tariff reflected in the tariff card /ithout discount ;or< The standard rate 4uoted fro' the roo' rac)G the pu-lished rate that is posted in each guest roo'2 .hat are the types of ROOMS? Standard SingleL #oo' /ith one nor'al si>ed single -ed Standard &ou-leL #oo' /ith one dou-le -ed StudioL #oo' /ith one Sofa?cu'?,ed T/inL T/inL T/o T/o nor'al si>ed -ut separate single -eds Single SuiteL Single #oo' one living roo' &ou-le SuiteL &ou-le #oo' one living roo' &upleix SuiteL #oo's spread over t/o floors /ith interconnecting staircase "a-anaL #oo' attached to the s/i''ing pool /ith one sofa?cu'?-ed ROLLAAY
A spare -ed that can -e /heeled into a roo' ROOM STATUS
The current condition of a guest roo'L vacant3 occupied3 chec)out3 or out of order RESORT HOTEL
This type of hotel is located in the hills or at -eaches2 It is 'ainly patroni>ed - y vacationers2 ,asic facilities are provided and the rates offered are often on A'erican Plan3 i2e2 roo' plus all 'eals included2 ROTELS
Hotels on /heels are called #otels ;2e2g2 Palace on .heels< SKIPPER
A S)ipper is a person /ho stays in the hotel and eno ys the facilities provided -y the hotel and departs /ithout paying the -ills2 .hat is a SLEEPER? A #oo' that appears to -e occupied although it is vac ant due to an error in roo' status reporting at the &es)2 !a'e three categories that indicate the STATUS BOARD AT RESERVATIONS? Sold Out3 On #e4uest3 %ree Sale ;Open<2 SKIP
A guest /ho departs secretly3 /ithout intention to pay2 SLEEPOUT (SO)
A 'eans of trac)ing ho/ reservations /ere 'ade or ho/ a guest arrived at the hotel2 SPATT SPATT (SPECIAL (SP ECIAL ATTENTION)
A notation used on internal /ritten co''unications3 such as a reservation or registration3 to alert the staff to any special service re4uired for this guest2 The SPATT SPATT /ould have to -e specified ;e2g2 re4uired /heelchair access3 needs non?allergic non ?allergic pillo/3 pillo/3 infor' 'anager upon arrival< SUBURBAN HOTEL
*ocated in the su-ur-s3 it has the advantage of 4uieter surroundings2 #ates 4uoted are 'oderate to lo/2 Such hotels are ideal for -udget travelers and also organi>ations /ho find the 4u iet setting ideal for conferences3 se'inars3 educational progra''es etc2 SUITE
T/o T/o roo's inter?connected /ith one roo' as living roo' and the other as -ed roo'2 More facilities are offered e2g2 Mini ,ar3 Pantry2 Pantry2 It can also have one or 'ore -ed roo's2 The di'ension of the roo's are usually large2 SAUNA BATH
Syste' of cleansing ones -ody through perspiration -y dry heat2
STUDIO
#oo' /ith one -ed and a sofa?cu'?-ed SUITEUNIOR SUITE
A large large roo' /ith a partition separating the living roo' fro' the -ed roo'2 TRANSIENT GUEST
A short ter' guest3 one /ho stops /hile en?route to other destinations2 TIME SHARED HOTEL
It is a 'odern version of residential hotels and are co'posed of o/ner leased units2 UNDER STAYS
$uests /ho arrive on ti'e -ut decide to leave -efore their predicted date of o f departure2 UPSELL
To suggest and sell roo' 'ore than the guests expectation2 Also3 Also3 to sell 'ore facilities and get 'ore revenue for the hotel2 UPGRADE
To 'ove guest into a higher priced roo' category3 /hile still charging the lo/er rate2 .hat is VALET? An other 'e'-er of unifor'ed staff in the Hotel2 *aundry attendant /ho receives and delivers guests laundry2 ;or< Special services such as dry cleaning3 ironing and 'ending2 His position 'ay -e s'all -ut is of great i'portance2 VIP AMENITIES
Any gesture given co'pli'entary to a guest g uest -y the hotel 'anage'ent2 VALET PARKING
Optional service offered -y the Hotel /herein an e 'ployee par)s the car and returns it to you /hen re4uested2 .hat is ALK-IN?
A F/al)?in in hotel ter'inology is person /ho chec)s in to a hotel /ithout prior reservation2 He is registered into the hotel if roo's are availa-le2 AITLIST
!a'es and telephone nu'-ers of guests /ho /ish to 'a)e a reservation for a sold out date2 If a vacancy occurs3 the guest is contacted2 ALKING A GUEST ITH A RESERVATION
Offering acco''odation at another hotel to a gue st /ho has reservation /hen your hotel is over-oo)ed2 ;or< Turning a/ay a guest /ho holds a confir'ed reservation -ec ause of the lac) of availa-le roo's2 roo 's2 This 'ay involve paying for the guests g uests acco''odation at another hotel2 ARNING BULLETIN
Another na'e for Hot *ist2 A periodic Pu-lication issued -y credit card co'panies2 It contains nu'-ers of "redit "ards that have -een cancelled for various reasons including loss of theft2 !o inference as to credit rating 'ust -e dra/n fro' the appearance of a nu'-er in this -ulletin2 Also called cancellation -ulletin or card recovery -ulletin2 All All are -eing superseded -y - y telephone lin)ed authori>ation ter'inals called E&" ;Electronic &ata "outure< Or A period pu-lication issued -y credit card co'panies2 It contains nu'-ers of cards that have -een cancelled for various reasons3 including loss or theft2 !o inference as to credit rating rating 'ust -e dra/n fro' the appearance of a nu'-er in this -ulletin2 Also Also calledL "ancellation -ulletin or "ard #ecovery ,ulletin2 All are -eing superseded -y telephone lin)ed au thori>ation ter'inals called E&"2 ALK OUT
A person /ho leaves the hotel /ithout paying their account2 They are also )no/n as S)ipper2
