酒店房务部全套术语(英文-2).doc

Rooms Division OperationsFRONT OFFICE APPLICATIONS MODULESComputer software designed for specific front uses. Typical front office applications include reservations, rooms, amagement, guest account and general management modules.FRONT OFFICE AUDITSee Night Audit FRONT OFFICE CASH SHE ET A form completed by front office cashiers that lists each receipt or disbursement of cash during a work shift. It is used to reconcile actual cash on hand with the transactions which occurred during the shift.FRONT OFFICE LEDGERSee Guest LedgerFULL HOUSEA condition in which every room in the hotel has been booked.FULLY AUTOMATEDA computer based system, of front office record keeping that eliminates the eliminates the need for many hand written and machine produced forms common in non and semi auto mated systems.GENERAL MANAGEMENT SOFTWAREA front office computer application, usually a report generating package that depends on data collected though reservation, rooms management, and guest accounting modules.GOALA definition of the purpose of a department of division that directs the actions of employees and the functions of the department or division toward the hotels mission GOVERNMENT RATEA special room rate available at some hotels for government employees.GROUP BOOKING PACEThe rate at which group business is being booked.GROUP RATEA special room rate for a number of affiliated guests.GUARANTEED RESERVATIONA reservation that assures the guest that a room will be held until check out time of the day following the day of arrival. The guest guarantees payment for the room, even Page 11 of 32Room Division OperationsIf it is not used, unless the reservation is properly canceled. Types of guaranteed reservations include pre payment, credit card, advance deposit, travel agent, and corporate.GUEST ACCOUNTA record of the financial transactions that occur between a guest and the hotel.GUEST ACCOUNTING MANAGEMENT SOFT WARE A front office computer application that maintains guest accounts electronically, eliminating the need for folio cards, folio trays, and posting machines.GUEST CYCLEA division of the flow of business through a hotel that identifies the physical contacts and financial exchange between guest and hotel employees.GUEST FOLIOA form (paper or electronic) used to chart transactions on an account assigned to an individual person or guestroom.GUEST HISTORY FILEA collection of guest history records, constructed from expired registration cards or created through sophisticate information about departing guests into a guest history database systems, that automatically direct information about departing guests into a guest history database.GUEST HISTORY RECORDA record of personal and financial information about hotel guests that (1) is relevant to marketing and sales, and (2) can help the hotel serve the guest should he or she return. State law may require retention of certain guest data for some period of time.GUEST LEDGERThe set of accounts for all guests currently registered at the hotel. Also called the front office ledger, transient ledger or rooms ledger.GUEST LEDGER REPORTA report that carries the current account balances of al registered guests, typically prepared as part of the night audit.GUEST SERVICE REPRESRNTATIVESee Front Desk AgentGUESTROOM KEYA key that opens a single guestroom door if it is not double locked. PAGE 12 OF 32Room Division OperationsHANDICAP ROOMA room with special features designed for handicapped guests.HIGH BALANCE ACCOUNTAn account that has reached or exceeded a predetermined credit limit. High balance accounts are typically identified by the night auditor. Also called a high risk account.HIGH BALANCE ACCOUNTA report that identifies guests who are approaching an account credit limit. Typically prepared by the night auditor.HIRING PERIOD The time directly after an employment offer up through the new hires initial adjustments to the job. This period involves all arrangements necessary to prepare the new hire and current staff for a successful working relationship.HORIZONThe future time frame for which a property accepts reservations.HOTELA general term used to describe motels, motor hotels, inns, suite hotels, conference centers, and other operations providing lodging facilities, various services, and conveniences to the traveling public.HOUSE ACCOUNTSee Non Guest AccountHOUSE COUNTThe forecasted or expected number of guests for a particular period, sometimes broken down into group and non business.HOUSE LIMITA credit limit established by the hotel.HOUSE USE A room status term indicating that the room is being used by someone on the hotel staff at no charge.HOUSEKEEPING STATUSSee Room StatusHOUSEKEEPING STATUS REPORTA report prepared by the housekeeping department that indicates the current housekeeping status of each room, based on a physical check. Page 13 of 32Room Division OperationsHOUSING/CONVENTION BUREAUA reservations office that coordinates room requirements at several hotels for large conventions.HUBBART FORMULAA bottom up approach to pricing rooms. On determining the average price per room, this approach considers costs, desired profits, and expected rooms sold.IDEAL AVERAGE RATEA rooms statistic that indicates the point at which rooms are sold at the best rate for the type of guests accommodated by a property.IN BALANCEA term used to describe the state when the totals of debit amounts and credit amounts for a set of account s are equal.INCENTIVE PROGRAMA program offering special recognition and rewards to employees based on their ability to meet certain conditions. These programs vary in structure and design and are a way to award exceptional performance beyond the paycheck.INCENTIVE TRAVELTravel financed by a business as an employee incentive.INCENTIVE TRAVELSee statement of Income.INDEPENDENT HOTELA hotel with no ownership or management affiliation with other properties.INFORMATION DIRECTORYA collection of information kept at the front desk for front desk agents to use in responding to guest requests, including simplified maps of the area; taxi and airline company telephone numbers; bank, theater, church, and store locations; and special event schedules.INFORMATION RACKAn alphabetical index of registered guests used in routing telephone calls, mail, messages and visitor inquiries. The information rack normally consists of aluminum slots designed to hold information rack slips.INEGRATEK SOFTWARESoftware that allows several programs to use the same database. Page 14 of 3Room Division OperationsINTERNAL CONTROLThe policies, procedures, and equipment used in a business to safeguard its assets and promote operational efficiency.INTERSELL AGEMCYA central reservation system that handles reservations for more than one product line. Such as airline companies, car rental companies, and hotel properties.INTERVIEW EVALUATION FORMA form used by the front office manager to evaluate an applicants strengths and weaknesses.JOB BERAKDOWNA form that details how the technical duties of a job should be performed.JOB DESCRIPTIONA detailed list identifying all the key duties of a job as well as reporting relationships, additional responsibilities, working conditions, and any necessary equipment and materials.JOB LISTA list identifying all the key duties of a job in the order of their importance.JOB SHARINGAn arrangement by which two or more part time employees share the responsibilities of one full time position.JOB SPECIFICATIIONA list of the personal qualities, skills and traits needed to successfully perform the tasks outlined by a job description.JOURNAL FORMAn account recording format in which each entry includes a description of the resulting account balance. Journal form is typically used for front office accounting documents.JUNIOR SUITESee MINI SUITE.KEY RACKAn array of numbered compartment used to store guestroom keys.KING A room with a king size bed; may be occupied by one or more people.KING BED Page 15 of 32Room Division OperationsA bed approximately 78 inches by 80 inches.LATE ARRIVAL A guest with a reservation who expects to arrive after the hotels designated cancellation hour and so notifies the hotel.LATE CHECK OUT FEEA charge imposed by some hotels on guests who do not check out by the established check out time.LEAST COST ROUTINGA feature of an active call accounting system that directs calls over the least costly available line, regardless of carrier.LEDGERA grouping of accounts,LETTER OF CONFIRMATIONA letter sent to a guest to verify that a reservation has been made and that its specifications are accurate.LIMITED SERVICESee Economy/Limited ServiceLOCK OUTA room status term indicating that the room has been locked so that the guest cannot re-enter until he or she is cleared by a hotel official.LOG BOOK A journal in which important front office events and decisions are recorded for reference during subsequent shifts.MANAGEMENT CONTRACTAn agreement between the owner/developer of a property and professional hotel management company. The owner/developer usually retains the financial and legal responsibility for the property, and the ,management company receives an agreed upon fee for operating the hotel.MARGINAL COST The variable or added cost of selling a product that is incurred only if the room is sold (Fixed costs are incurred whether the product is sold or not.)MARKET SEGMENTATIONThe process of defining or identifying smaller, distinct groups or “segments “within larger markets “corporate business travelers.” For instance, as a segment of “business Page 16 of 32Room Division OperationsTravelers.”MASTER KEYA key which opens all guestroom doors which are not double locked.MICRO FITTED ELECTRONIC LOCKING SYSTEMAn electronic locking system in which each door has its own microprocessor containing a predetermined sequence of codes; a master console at the front desk stores code sequences for each door.MINI SUITEA single room with a bed and a sitting area. The sleeping area may be in a bedroom separate from the parlor or living room. Also called a junior suite.MISSION STATEMENTA document that states the unique purpose that sets a hotel apart from other hotels. A mission statement expresses the underlying philosophy that gibes meaning and direction to the hotels actions , and address the interests of guests, management, and employees.MODIFIED AMERICAN PLAN ( MAP )A billing arrangement under which the daily rate includes charges for the guestroom and two meals typically breakfast and dinner. Also called semi pension. See also American Plan, European Plan.MOTELA lodging facility that caters primarily to guests arriving by automobile.MOTIVATIONStimulating a persons interest in a particular job, project, or subject so that the individual is challenged to be continually attentive, observant, concerned, and committed.MULTIPLE OCCUPANCY RATIOMeasurement used to forecast food and beverage revenue, to indicate clean linen requirements, and to analyze daily revenue rate. Derived from multiple occupancy percentage or by determining the average number of guests per rooms sold. Also called Double Occupancy Ratio.MULTIPLE OCCUPANCY STATISTICSOccupancy ratios, indicating either a multiple occupancy percentage or the average number of guests per room sold. Used to forecast food and beverage ratios, indicate clean linen requirements, and analyze average daily room rates.NIGHT AUDIT Page 17 of 32Rooms Division OperationsA daily comparison of guest accounts ( and non guest account having activity ) with revenue center transaction information . A night audit, so called because it is usually performed at night, helps guarantee accuracy in front office accounting.NIGHT AUDITORAn employee who checks the accuracy of front office accounting records and compiles a daily summary of hotel financial data as part of the night audit. In many hotels, the night auditor is actually an employee of the accounting division.NIGHT SHIFT A hotel work shift, generally 11:00 p.m .to 7:00 a.m.NO POST SHIFTA term used to indicate a guest who is not allowed to charge purchases to his or her room account.NO SHOWA guest who made a room reservation but did nor register or cancel.NON AFFILIATE RESERVATION NETWORKA central reservation system which connects independent (non chain) properties.NON AUTOMATEDA system of front office record keeping characterized by the exclusive use of hand written forms. The elements of non automated systems have determined the structure of many front office processes in even the most advanced automated facilities.NON GUEST ACCOUNTAn account created to track the financial transactions of a local business or agency with charge privileges at the hotel, a group sponsoring a meeting at the hotel, or a former guest whose account was not settled at the time of departure.NON GUEST FOLIOA folio used to chart transactions on an account assigned to a local business or agency with hotel charge purchase privileges, a group sponsoring a meeting at the hotel, or a former guest with an outstanding account balance.NON GUEST LEDGERSee City ledger.OBJECTIVEA measurable end that an organization must achieve in order to effectively carry out its mission.ORCUPANCY PERCENTAGE Page 18 of 32Rooms Division OperationsAn occupancy ratio that indicates the proportion of rooms sold to rooms available for sale during a specific period of time.OCCUPANCY RATIOA measurement of the success of the hotel in selling rooms. Typical occupancy ratios include average daily rate, average rate per guest, multiple occupancy statistics, and occupancy percentage.OCCUPANCY REPORTA report prepared each night by a front desk agent that lists the rooms occupied that night and indicates those guests expected to check out the following day.OCCUPIEDA room status term indicating that a guest is currently registered to the room.ON CHANGEA room status term indicating that the guest has departed, but the room has not yet been cleaned and readied for resale.OPENThe status of a date for which a reservation system can still accept reservations.ORGANIZATION CHARTA schematic representation of the relationships among positions within an organization, showing where each position fits into the overall organization an illustrating the divisions of responsibility and lines of authority.ORIENTATIONA term used to describe the state when the totals of debit amounts and credit amounts for a set of accounts are not equal.OUT OF ORDERA room status term indicating that the room cannot be assigned to a guest. A room may be out of order for maintenance, refurbishing , extensive cleaning , or other reasons.OUTSTANDING BALANCEThe amount the guest owes the hotel or the amount the hotel owes the guest, in the event of a credit balance at settlement.OVERAGEAn imbalance that occurs when the total of cash and checks in a cash register drawer in greader than the initial bank plus net cash receipts. Page 19 of 32Rooms Division OperationsOVERBOOKINGAccepting more reservations than there are available rooms.OVERDUE ACCOUNTA city ledger account that is unpaid beyond the current billing period, usually between 30 and 90 days.OVERFLOW FACILITYA property selected to receive central system reservation requests after room availabilities in the systems participating properties within a geographic region have been exhausted.OVERSITAYA guest who stays after his or her stated departure date.PACKAGE PLAN RATEA special room rate for a room as part of a combination of events or activities.PAID IN ADVANCE (PIA ) GUESTA guest who pays his or her room charges in cash during registration. PIA guests are often denied in house credit.PAID OUTCash disbursed by the hotel on behalf of a guest and charged to the guests account as a cash advance.PAYROLL ACCOUNTING SOFTWAREA back office computer application that processes such data as time and attendance records, pay distribution, and tax withholding.PERFORMANCE STANDARDA required level of performance that establishes the acceptable quality of book.PIA ( PAID IN ADVANCE ) LISTA guest who pays his or her room changes