酒店基础术语Basic Hotel Terminology.docx

BASIC HOTEL TERMINOLOGY for TUC-FIU HOSPITALITY-12/2011(Compiled by N. Darby)*Hospitality The cordial and generous reception and entertainment of guests, either socially or commercially. (* Commonly used terms)_COMMON ABBREVIATIONS:ADR: Average Daily Rate; AGM: Assistant General Manager; B & B: Bed and Breakfast; BOH: Back of the House; CFO: Chief Financial Officer; CHA: Certified Hotel Administrator; CHRIE: Council on Hotel, Restaurant and Institutional Education;Comp. Complimentary; DND: Do Not Disturb; DNS: Did Not Stay; ETA Estimated Time of Arrival; F&B: Food and Beverage; FO: Front Office Manager; GM: General Manager; GMK: Grand Master Key;HK: Housekeeping; HRD: Human Resources Department; HWC Handle With Care; OOO Out of Order; OPL On premises Laundry ; RM Resident Manager.TYPES of RATES (Related to Meals): AP American Plan; BP Bermuda Plan; CP Continental Plan; EP European Plan; FAP Full American Plan; MAPModified American Plan; _AAA - American Automobile Association (Usually referred to as “Triple A”) responsible for the “Diamond Rating” in HotelsAARP:American Association of Retired Persons.Accounts payable Amount of money that the hotel owes to private and government- agencies, suppliers and vendors.Accounts receivable Amount of money owed to the hotel, by guests etc.Add-ons:additional tour features that are not included in tour priceAdds:last minute reservations added to reservation list on day of arrival.*ADR (Average Daily Rate) Room Revenue divided by number of occupied rooms.AD-75:Agent Discount 75%. Airline rate usually reserved for agents and operators who are major source of business; (granted at discretionof the airlines)Adjoining Rooms Rooms next to each other (not connected)Advance Deposit Payment made by a Guest (Cash or Credit Card) to secure a Room Reservation.Advance Reservations:securing rooms in advance of a Convention etc. Affiliated Hotel:one of chain, franchise, or referral system, membership of which provides advantages( particularlya National Reservation System)afternoon tea:light snack comprised of delicate sandwiches and small sweets served with tea or sherry.Agenda: outline of a meeting-.alist,plan ofthingstobedone,acted or voted on.Agency ledger:division of city ledger, dealing with travel agency accounts.Agent Representative of a Business or an individual. eg. Travel Agent 2. AIOD: telephone equipment that provides Automatic Identification of Outward Dialing for billing purposes.Air mile: 6,075 feet.All expense tour:travel package that includes cost accommodation and travel charges.All-inclusive: all expenses paid, in advance.All-suite hotel: hotels that only rent suites.*Amenities Complimentary items, “In-room” guest products, such as shampoo, lotion, toothpaste, etc. provided at no extra cost. Some amenities like Bathrobes (sometimes offered for sale), cannot be taken by guest.*Amenity A service or item offered to guests, at no extra cost.*American Plan (AP)Hotel rate that includes room and three meals. Antique The term “Antique” is used to describe anything older than 100 years. APEC: Asia-Pacific Economic Co-operation.Arrival time:hour by which guest,with reservation, specifies he or she will arrive atyour facility.Arrival/Departure/Change sheet:form on which all guest check-ins, check-outs and changes are recorded, sometimes three separate forms.ASTA: American Society of Travel Agents.Assetsany possession or items, with monetary value.(Exceptional Personal traits)Assisted living:Service that has some features of a full-service Nursing Home.*Atrium concept A design in which guest rooms overlook the lobby from the first floor to the roof. Some hotels will offer other “up-graded” views, that may include “Lake View, Harbor View, Mountain View, Ocean View” or other scenic views.Authorization:approval of purchase by credit card company.Available Rooms Number of guest rooms ready for occupancy/sale, on a daily basis.Available room rate: room revenue for that particular day.*Average Daily Rate (ADR )An average of the daily rate paid by guests. The ADRcalculation is: Room revenuedivided bynumber of roomssold.(More recently called sales per room occupied)* Back- of- the- house (BOH) (a) functional areas of a hotel or restaurant, in which employees have little or no guest contact; (b)Support & service areas, usually not seen by Guests e.g. the Engineering, Laundry, Maintenance and Accounting Departments, Kitchen.*Back- to- back (full house):sequence of consecutive group departures and arrivals (heavy rate of “Check- out” and “Check- in” usually arranged by Tour Operators) so rooms are never vacant.Balance sheet:financial position at certain point in time; divided into assets, liabilities and equity.Bath linen Includes bath towels, hand towels, face towels, washcloths and fabric bath mats. Bed and Breakfast: lodging and breakfast offered in domestic setting, by families in their own home.Bell Captain: greets guests, trains and supervises all bellhops, door attendants, and valet parking; also supervisor ofbellpersons and other uniformed service personnel.Bell-hop / Bell-man: ushers arriving guests to their rooms, assists with luggage, conveys messages.3. Bell-stand/Desk: Bell-persons desk located in lobby; close to, and visible from, Front Desk.Bermuda Plan (BP): method of quoting room rates which include full breakfast and room.“Blackout” Total loss of electricity.*Blackout dates: Certain dates (usually holidays and “peak” travel seasons) when special rates/fares are unavailable.*“Blanket” Reservation A block (set) of rooms held or reserved, for a specific group *Blocking-Process of reserving group of rooms, (usually for Group sales)posted in the “Room Rack.”Bookkeeping: detailed records of financial transactions“Bouncing”: (i) Walking guests to another accommodation, because of overbooking. (ii)Also forced removal of disorderly bar patrons.*Break-even: point at which revenues match expenditures/costs.*Breakage: gain that accrues (is added) to hotel or tour operator, when meals or services included in package are not used by guest. (There can be no refund)Breakout session: small group sessions within a meeting, organized to discuss specific subjects; also called “roundtables”Breakfast Door-knob cards Card hung by guests, (over-night) on the knobs of guest room doors, to pre- order breakfast for the next day. The request reaches the staff on time and the guest is not disturbed for placing the order.( Part of “Room Service”).Brochure: printed sales/advertising tool.“Brownouts” Partial loss of electricity.*Budget A budget is a plan that projects both the revenue, that the hotel anticipates and the expenses for a set period of time. (Quarterly, Annually etc.)“Bump”: moving a reservation to accommodate another or due to over-booking.Burnout: condition caused by stress, rendering worker unable to work effectivelyBusiness-corporatetraveler:peopletraveling on business who use tourism facilities such as hotels, restaurants, car rentals, souvenir stores, tours, etc.CP Continental Plan. Room price includes Continental breakfast.Cabana A room adjacent to the beach or pool area, usually with provision for relaxing. (Very popular Rental facility, mainly used as a picnic and changing area, at public beaches.)California or Hollywood Bed An extra-long bed (80-85inch, instead of the standard 75inch)Call (telephone) accounting A computerized system that allows for automatic tracking and posting of outgoing guest room calls.Call book: Bell-persons record of calls and activities.Call Sheet: form used by telephone operator to record room and time of morning “Wake-up” calls.Cancellation: guests request to hotel, to void (cancel) reservation previously made.4. Cancellation clause: provision in contract detailing terms of cancellation, including penalties.Cancellation code/number A method of providing the guest with a reference for a “cancellation” of a guaranteed reservation (to void an existing reservation).Cash bank or float: Amount of money, usually small bills and coins issued to cashier, to make change for guests.Cash flow: Monthly bank balance, plus revenue, minus expenses.Cash sheet: Departmental control form, maintained by front office cashier.Cashier A person who processes guest check- outs, collects payments (Cash or Credit card) and makes change for guest.Gives daily Cash control Report Cashiers report: cash turn-in form, completed by departmental cashier at close of shift.Catastrophe Plans: developed by security staff to ensure staff and guest safety and to evaluate possible disaster scenes.*Chain: Group of Hotels owned, operated and managed by same company under same name.- that follow the same SOPs (Standard Operating Procedures)*Chain of command: Established lines of authority.Charge back: credit card charges, refused by credit card company for one reason or another.Charge slip: form used to imprint credit cards*Check in: all procedures involved in receiving and registering a Guest.*Check-out:all procedures involved in guest departure, including settlement of account.Check-out time: that time by which guests must vacate rooms or be charged an additional day.*Check-out room: room which needs cleaning after guest has been checked out.*City ledger account A collection of accounts receivable of a non-registered guest - e.g. one who uses the services of the hotel (e.g. Dining Room, Night Club) etc.City ledger journal: form used to record transactions that affect city ledger.Close-out / close of the day Time at completion of the Night Audit, to separate each days Accounting records from the next. (Times may vary from 11:00p.m to 6:00a.m. the following day)Club car: on a train, car where luxury seating and special service are available at a charge.Coach:(a) section for economy travel; (b) deluxe touring bus.Collective bargaining unit A Labor Union Commercial cards Credit cards issued by companies, e.g. Master Card, Visa, Diners Club.*Commercial rate Special reduced room rates offered to business people, to promote occupancy. *Commission Percentage (of total sales) paid to Travel agents or to Credit card companies for use of their services.Commissionable:indication that hotel will pay travel agents standard fee for business placed.Companion program: services to accommodate “special needs” guests and their companions.5. Companion room: with specially equipped washroom (not gender specific) easily accessible to special needs guests and their companions.*Complimentary rate (“Comp.”) No charge to the guest. May also apply to F &B and other Services.*Concession:(a) right to do business, for a fee, on someone elses premises.(b) Operation run as an independent tenant, within hotel property;(Concessionaire)e.g. Guest Valet Parking*Conciergekon-see-airzh(Origin, Europe) A knowledgeable (usually bi-lingual) person, responsible for handling guests needs. Answers questions, solves problems, and performs services for guests.What is a “Concierge Floor”?Generally, a hotel that offers concierge level rooms, has an entire floor (or a section of a floor) which receives extra-special service. This might include premium quality sheets and pillows, a concierge lounge with complimentary breakfast, beverages and hors doeuvres and of course, a special concierge desk to help you with requests. Hotels vary in the amenities available, so check with them before booking your room. *Confirmed reservations: hotels agreement, usually in writing, to guests reservation requests. Connecting rooms: adjoining rooms with direct private access (connecting door), between rooms.Consumer demand: demand by the public for a given product or service.*Continental plan (CP): hotel rate that includes room and continental breakfast.Contingency “Back-up”plan: alternative arrangement . (catastrophe plans).*Controller (Comptroller Br.) The internal accountant for the hotel.*Convention: meeting involving general group sessions, followed by workshops and events.Convention guests Guests who attend a large Convention and may receive a special room rate.Corporate client Businesses that have accounts and usually are accommodated during “Low Season”, when sales and revenue would normally be down. (Opposite of “Peak Season)Corporate rates Room rate offered to corporate clients, staying in the hotel.Costs (Ffixed): expenses that do not vary. (Variable): expenses that vary as activity levels change*Count / House Count- Total number of guests in the facility, at any given time.*Coupon:( also called voucher & pre-paid by guest;.)- issued by hotel/ travel agencies.*Countersign: confirming signature, added to previously signed document.Credit A decrease in an asset or an increase in liability, or an amountof money owed to the guest.Credit balance Amounts of money a hotel owes guests in future services.Critical date:prescribed deadline for decision to be made or action to be completed.Critical path: sequence of steps and times, for decision or action to be made, to complete task/event.CRS: Computer Reservation System. Provides information on schedules, seat availability, and fares, and permits travel agents to make reservations and print itineraries and tickets*Cross-training Training employeesto perform multiple tasks and jobs.Culture: customs, and learned behavior of any specific period, race or people.Current guests Guests who are registered in the hotel6. Customer profile: the demographic/psychographic description of a specific type of buyer/guest.Cut-off time/date:Time when reservations that were not guaranteed (with payment) are released for sale.Cycle of service The progression, through a hotels department, of a guests request for products and service.Daily blocking Assigning guests to their particular rooms, on a daily basis.*Daily Report “Vital signs” of the Hotel, on a daily basis, providing information to GM (General Manager) / FOM (Front Office Manager), on all activity, financial etc., within the Hotel.*Daily sales report A financial activity report, produced by a department in a hotel that reflects daily sales activities, with accompanying cash register tapes or point-of-sales tapes.Day rate: day use rate. Day use rate: reduced charge for occupancy of less than overnight,( e.g. when a party is over), to same days rates. Day Room: room used for only part of the day.*Debit An increase in an asset or a decrease in a liability.*Debit balance An amount of money the guest owes the hotel.Deep cleaning A thorough cleaning of furniture and accessories, windows, flooring and walls. (Intensive or specialized cleaning, undertaken in guestrooms or public areas; often conducted according to a special schedule/special project basis or during “Off-Season).Deluxe: best quality facilities. *Demographics:(a) Statistical study of people and characteristics of human populations.(b)Counting and classifying of groups of people by age, sex, marital status, income, education, occupation within a specific demo/graphy: Gr.- People/study.Departmental accounts Income and expense-generating areas of the hotel, such as restaurants, gift shop and banquet.Destination hotel: objective of, and often sole purpose for, guests trip.Direct marketing: direct retail salesDiscrepancy: room status, recorded at front desk, is different than room status recorded with housekeeping; also any disagreement between records.Discretionary income: disposable income.Disposables: items thrown away after one use.*DND Card A “Do Not Disturb” sign/card which is hung outside the room to inform hotel staff or visitors, that the occupant does not wish to be disturbed. (Some Hotels show a lit,electronic sign.)DNS (Did Not Stay) Guest left shortly after Registering. Double Booking Making two reservations (in same hotel or other facility) to ensure one booking. Double-double:Hotel room containing two double beds; also (outside theUnited States andCanada), a room to accommodate four adults.Double Locked (DL) An occupied room in which the deadbolt has been turned, to prohibit/prevent entry. Only a *“Grandmaster” key or an Emergency key can open it.7.*Double Occupancy / Double RoomTwo guests to a room.( Large sized bed or 2 separate beds) Bed can be King-sized, usually offered as a “Superior or King Double Room.*Down-Grade Change reservation or guest, to a lower rate or class of accommodation.Drayage :The service that includes delivery of supplies to an exhibit space, removal of empty boxes during the show, and returning of crates at the end of the show to the carrier loading area Dumbwaiter: small service elevator, used to move food, dishes and glasses between different floors of a hotel and restaurant .Duvet(Fr.)Doo-vei Quilts filled with down feather or synthetic fiber. Many hotels use duvets in lieu(instead) of both blanket and bedspread. (Also referred to as “comforters”).Early arrival: Guest who arrives day or two earlier than reservation calls for.Early call sheet: form used by switchboard operators to highlight early wakeup calls.Early checkout: guest who checks out before scheduled time.Ecotel: “Green” hotel whose systems and operations are created with environmental impacts in mind*Eco-tourism:type of tourism in which vacationers travel to unusual places to observe ecological systems and endangered species in their natural habitat “Understanding, the culture and environment of a particular a