1、Advance PaymentMoney requested by the receptionist at the Check In from a guest who has not made an advance reservation and who is unable to produce any of the credit cards accepted by the Hotel.AmenityA gift for the guest with compliments of the Hotel. Liquor, fruit basket, etc.Authorization Approv
2、al CodeA code given by credit card company to the hotel to indicate that they have extended credit limit for one of its cardholder.Average Transient Rate(ATR)Average rate per occupied room, total rooms revenue divided by hotel transient rooms (excluding permanent revenue producing, temporary house u
3、se and complimentary rooms)AccommodationDescription of bed type and location of a particular roomAdjoining RoomAdjacent rooms that are not serviced by a connecting roomAdvance DepositMoney requested by the guest services Assistants at Check In of a guest who did not make an advance reservation and w
4、ho is unable to produce any of the credit cards accepted by Shangri la Hotels and Resorts.AllotmentCertain number of rooms allocated to travel agents for freesale purpose ArrivalDate of Check In.Arrivals GuestsNumber of room check ins for the period.Available roomsTotal number of units excluding per
5、manent House use rooms.Average House Rate(AHR)Total rooms revenue divided by total occupied rooms ( including permanent , house use and complimentary rooms.)Average length of stayRepresents the average number of days of a guest stay i.e. total guests divided by arrivals.Average Room Rate (ARR)Total
6、rooms revenue divided by total number of revenue rooms ( excluding temporary house use and complimentary rooms)Back of the house(BOH)后勤Parts of the hotel with which the guest does not normally come into contact with i.e. personnel, housekeeping, Engineering, Accounts, etc.Back- to- backDescribes a h
7、eavy rate of “Check- out” and “Check- in” on the same day. Guarantees Full occupancy at all times. Bell-Boy/ Bell-Hop/ Bell-man Staff/ Porter, who assists guests with luggage and conveys messages etc.Bell Captain Supervisor of “Bell” personnel.Bell Desk Station manned by the Bell-Captain, where Bell
8、-hops may be located.BrunchA meal served after breakfast but before lunch and taking the place of both.Bed typesDouble : 48-54 X 80 or smallerTwin: 42 X 80 or smallerQueen: 60 X 80 or smallerKing: 72-80 X 80 or smallerBilling instructionsSpecific instructions related to the settlement mode of guests
9、 charges.BlockRoom or rooms that are being hold for the guest on a certain date.Booked to capacityRefers to a situation when the hotel has accepted the maximum number of reservations and is unable to take any more without being placed in an overbooked situation.BootThis refers to the procedure follo
10、wed when computer are changing systems packs or re-initializing the system to ensure that memory is reset before beginning a new program.BucketThe space allocated for printed folios, located at cashier stations.Car claim checkAn indication tag for the guest car that parked in the Hotel premises.Cash
11、 paid outMonies disbursed for guests, either loans or advance and charged to their accounts.Cash basisThe guest pays for the room, service and tax for the duration of his stay upon checking into the hotel. No facilities are provided by the hotel for charging other items to his account i.e.Cash Credi
12、tWritten verification of cash received from a guest and applied to his accountCancellationA reservation which is no longer required by the client. City hotels: non guaranteed reservations will be released by 18:00 on day of arrival. For guaranteed reservations, no charge will be levied if booking is
13、 cancelled before 18:00 of scheduled arrival.Check inGuest arrives and registers in, Date of guest s arrival and registration.Check outGuest depart and settles the bill, Date of guests departure and vacating roomCheck out print outA print out of bills for the guest perusal before he settles the amou
14、nt stated either by cash or credit card.Check out timeTime designated by hotel for guest to vacate his room at completion of stay, Check out time m normally is 12:00 noon.City ledgerA ledger of an account which is not paid at the front office cashier but transferred to the accounts department.Commis
15、sionsMoney sent to travel agents as payment for sending guest to a hotel. It is based on a percentage of the room rate (usually 10%), excluding service charge and prevailing government taxes.ComplimentaryRooms given free for business promotion purposes ( e.g. familiarization groups and travel agents
16、); rooms accorded to Hotel employee for leisure in accordance with corporate office policy guidelines; group room concessions. These free of charge rooms must be authorized by General Manager / Resident Manager / Director of marketing.Concierge (Origin, Europe) A knowledgeable (usually bi-lingual) p
17、erson, who provides information, on entertainment, amusement, transportation, tours, etc in a particular city or town. Confidential stayGuest requesting for his stay to be “unlisted” or “not registered”.ConfirmationA written agreement from a hotel to a future guest, showing details of the reserved a
18、ccommodation.Connecting RoomAdjacent rooms that are serviced by connecting door.Contracted ratesSpecially negotiated room or meal rates or package rates between a company (usually travel agents or airlines) and the hotel for a specific duration. These rates are often confidential.Controller (Comptro
19、ller Br.) The internal accountant for the hotelConvention / AssociationsMeeting group of 10 rooms or more booked by an organization either directly or through a convention organizer. Includes exhibitions.Convertible parlorsSitting room with sleeping room furniture. Sofa converts into a bed. Corporat
20、e meetingsMeeting group of 10 rooms or more booked by a corporation but not for incentive purposes.Corporate rates Room rate offered to corporate clients, staying in the hotel.Credit CardThe card that a guest may use to charge hotel services. I.e. American Express, Dinners club, Visa, Master etc.Cre
21、dit refundA refund of cash deposit which was obtained from guest upon check in. guest is to acknowledge receipt of the credit balance on the system generated paid out voucher. Refunds of all other credit balance e.g. prepayment / deposit paid by travel agents / companies should only be issued by the
22、 accounting department.Crib A baby bed or baby cotCross-training Training employees to perform multiple tasks and jobs， in other areasCut off dateDesignated day when meeting planner (upon request) must release or add to function room or bed room commitment; standard practice is minimum of 30 days pr
23、ior to meeting date. For most group, rooming lists should be sent to the hotel at least two weeks prior to arrival.Daily ReportA set of reports prepared for management by the midnight shift daily. These reports on hotel statistics are used by management in their daily planning, forecasting and marke
24、ting.Day use roomsRooms only used during the day but not for overnight. In calculating the number of rooms used for occupancy. A room that is used twice in the same day is counted as being only used once.Day rateAmount charged for accommodation used during the day, but not overnight, usually at 50%
25、off rack rate.Dead moveRoom change when guest is not in room. To be carried out in the presence of a senior staff, preferably a lobby guest services manager or a security officer.Debit An increase in an asset or a decrease in a liability.Definite statusRooms which are confirmed and taken out of gene
26、ral inventoryDeparture Date of check outDepartures guestsNumber of guest check outs for the period.Departure roomsNumber of room check outs for the periodD.N.ADid not arrive when accommodation reserved.D.N.DA special request by guest who did not wish to be disturbed.Double LockedDoor is secured from
27、 inside by guest and cannot be opened by room attendant supervisor. It can be double locked by Assistant Manager and Security offing the numberce for a special reason.DowngradeMoving a guest to a lower category room and decreasing his rate.Double roomingWhen two unrelated guests are mistakenly accom
28、modated in the same room.Due inNumbers of expected guests / rooms for the day.Due outRoom expected to be vacated.Duplicate folioFolio that has several copies duplicated for control purpose i.e. guest folio, deposit receipt, room bills etc.Did not check outA condition where a room is found vacant, bu
29、t the guest did not settle his account prior to leaving hotel.Direct billA pre-arranged process approved by credit of sending the guests bill to a company / travel agent after he has check out.DiscountPercentage taken off from rack room rate, e.g. corporate rate, travel agent rate, airline rate etc.
30、Express check out Means by which the guest uses computer technology in a guest room or a computer in the hotel lobby to check out.Extension stayAuthorized change of departure dates.Extra bedA portable single bed which can accommodate an additional guest. Also known as rollaway bed or (RWB)FloatThe a
31、mount of cash a cashier has at his / her disposal for the dayFront of the houseThose parts of the hotel facility with which the guest comes in direct contact i.e. Front Office, Food and Beverage department.Family planNo additional charge for children under 18 years occupying the same room as the par
32、ents or guardians. Single rate to apply per room if two or more rooms are taken.ForecastDaily, weekly, monthly projection of rooms to be occupied. Report showing projected availability for determined lengths of time.Guest folio Statement of the guests hotel chargesGNR(guest name record)This is your
33、guest reservation record which includes guest name, hotel accommodations, arrival information, address and any other pertinent information.Group othersGovernment, military or embassy / consulate booking of 10 more e.g. trade delegations. Other group business i.e. airline crew, sports team, film crew
34、s, social functions, etc.GuaranteedRefers to a reservation that has been guaranteed. This means that the guest plans on arriving after 18:00pm and has guaranteed to pay should be fail to arrive. The hotel will hold the room all night, and if the guest does not arrive, he will be charged. In the even
35、t that the guest guaranteed and the hotel done not have space when he arrives, the hotel will find alternative accommodation at a similar hotel and pay for it .Guest historyRecords showing details of guests previous visits to our hotel e.g. address, length of stay, credit cards used, room preference
36、, smoking or no smoking, etc.Guest type codeDifferentiates amongst various types of guests to allow for delivery of specific amenities and services.Hot cardA credit card which has been reported lost or stolenHold for arrivalHolding the items that arrived in advance before the guest check in.Hollywoo
37、d Bed An extra-long bed (80-85inch, instead of the standard 75inch)Hollywood Twin room A room with two twin beds ( but a common headboard), which is meant for two people. If the need arises, the beds can be “bridged” together to make it appear as a single, “ King-sized” bed.House use roomsNon-revenu
38、e producing guestrooms occupied either on a permanent or temporary basis under the following conditions:House count / statusThis term indicates the occupancy of the hotel at any time of the day, expressed in either actual rooms or a percentage.HousekeepingThe department responsible for cleaning publ
39、ic areas and guest rooms.In-house guestAll guest that are registered with the hotelIncentives Group organized and paid by a company for people who quality for awards under the companys incentive program; can be booked either directly.Incognito staySee “ confidential stay”.Individual othersIndustry r
40、ates i.e. 50%discounted rates for hoteliers , airline staff, staff, travel agents, interline personnel, all other individual reservations not covered in the market segmentation categories.Joiner Guest to check into room with already registered guest requiring a separate account.Job analysis A detail
41、ed listing of the tasks performed in a job, which provides the basis for a “Job Description”.Job description A list of required duties to be performed by an employee in a particular job.Key rackA rack that is used to placed the room keys.KingA king-sized bed in one roomLimousineThe vehicle used to t
42、ransport guest to airport or other place where guest want to go.Late check-outAdditional time allotted beyond the normal check-out time. Complimentary late check-out is subject to space availability or as promised e.g. valued rate (rack). If a charge is imposed, it is usually 50% off guestroom folio
43、 rate. Wholesale guests paying directly for late check-out will be levied a 50% off rack rate on room type occupied. This is to maintain confidentiality of travel agents contracted rates.Late charges *(AD)(a) Guest charges that might not be included on the guest folio because of a delay in posting b
44、y other departments. (b)Applied to guest who is Checking out after scheduled “Check-out” time. *AD (After Departure)Locator messageGuest advised that he / she may be contacted at a specific location when he / she is not in the room for a period of time.Lost and foundAn area under the jurisdiction of
45、 housekeeping for the control and storage of lost and found items.Log bookBook used for communication and reporting amongst the staff.Long stayAll long stay reservations(14 days or more) extended the long stay rate / benefits.Luggage rack A furniture item provided in guestrooms for placing the guest
46、s luggage on.Master Key A key which opens all locks in the building. Usually held by GM, Engineer and Housekeeper. (There are “Master Keys” for each Department, held by Department Head)M.I.C.E Meeting, Incentives, Conventions, Exhibitions. This segment is now a big revenue generator for the hotels.
47、Certain hotels cater specifically to the “MICE” customers.Mini bar A private miniature refrigerator, in the guest room,conveniently stocked with a collection of juices, liquor, lik-er li-kr, and snacks, available for sale. Prices are generally much higher than those in a store.Net pricePrice inclusi
48、ve of tax and service chargeNight AuditA daily reconciliation of accounts receivable that is completed during the midnight shiftNight AuditorThe person responsible for the night audit.Net rateA non commissionable rate, inclusive of service and prevailing tax charge.No showGuest who did not arrive wh
49、en accommodation was reserved. Guaranteed no-shows are not to be checked into the PMS to capture occupancy. The Front Office Manager in consultation with the Director of Marketing, is to advise the credit manager the following day which guaranteed no-shows to be charged. All relevant correspondences are to be attached to the no-show report and submitted to credit manager for proper billing. (see also “D.N.A)Number of guestsNumber of registered guests in each category of occupied rooms.Number of gues
