Hotel Terminology酒店术语文档格式.docx
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Certainnumberofroomsallocatedtotravelagentsforfreesalepurpose
Arrival
DateofCheck–In.
Arrivals–Guests
Numberofroomcheck–insfortheperiod.
Availablerooms
TotalnumberofunitsexcludingpermanentHouseuserooms.
AverageHouseRate(AHR)
Totalroomsrevenuedividedbytotaloccupiedrooms(includingpermanent,house–useandcomplimentaryrooms.)
Averagelengthofstay
Representstheaveragenumberofdaysofagueststayi.e.totalguestsdividedbyarrivals.
AverageRoomRate(ARR)
Totalroomsrevenuedividedbytotalnumberofrevenuerooms(excludingtemporaryhouse–useandcomplimentaryrooms)
Backofthehouse后勤
Partsofthehotelwithwhichtheguestdoesnotnormallycomeintocontactwithi.e.personnel,housekeeping,Engineering,Accounts,etc.
Brunch
Amealservedafterbreakfastbutbeforelunchandtakingtheplaceofboth.
Bedtypes
Double:
48-54X80orsmaller
Twin:
42X80orsmaller
Queen:
60X80orsmaller
King:
72-80X80orsmaller
Billinginstructions
Specificinstructionsrelatedtothesettlementmodeofguest’scharges.
Block
Roomorroomsthatarebeingholdfortheguestonacertaindate.
Bookedtocapacity
Referstoasituationwhenthehotelhasacceptedthemaximumnumberofreservationsandisunabletotakeanymorewithoutbeingplacedinanoverbookedsituation.
Boot
Thisreferstotheprocedurefollowedwhencomputerarechangingsystemspacksorre-initializingthesystemtoensurethatmemoryisresetbeforebeginninganewprogram.
Bucket
Thespaceallocatedforprintedfolios,locatedatcashierstations.
Carclaimcheck
AnindicationtagfortheguestcarthatparkedintheHotelpremises.
Cashpaidout
Moniesdisbursedforguests,eitherloansoradvanceandchargedtotheiraccounts.
Cityledger
Aledgerofanaccountwhichisnotpaidatthefrontofficecashierbuttransferredtotheaccountsdepartment.
CreditCard
Thecardthataguestmayusetochargehotelservices.I.e.AmericanExpress,Dinner’sclub,Visa,Masteretc.
Cashbasis
Theguestpaysfortheroom,serviceandtaxforthedurationofhisstayuponcheckingintothehotel.Nofacilitiesareprovidedbythehotelforchargingotheritemstohisaccounti.e.
Check–in
Guestarrivesandregistersin,Dateofguest’sarrivalandregistration.
Check–out
Guestdepartandsettlesthebill,Dateofguest’sdepartureandvacatingroom
Check–outprintout
Aprintoutofbillsfortheguestperusalbeforehesettlestheamountstatedeitherbycashorcreditcard.
CashCredit
Writtenverificationofcashreceivedfromaguestandappliedtohisaccount
Cancellation
Areservationwhichisnolongerrequiredbytheclient.Cityhotels:
nonguaranteedreservationswillbereleasedby18:
00ondayofarrival.Forguaranteedreservations,nochargewillbeleviedifbookingiscancelledbefore18:
00ofscheduledarrival.
Check–outtime
Timedesignatedbyhotelforguesttovacatehisroomatcompletionofstay,Checkouttimemnormallyis12:
00noon.
Commissions
Moneysenttotravelagentsaspaymentforsendingguesttoahotel.Itisbasedonapercentageoftheroomrate(usually10%),excludingservicechargeandprevailinggovernmenttaxes.
Complimentary
Roomsgivenfreeforbusinesspromotionpurposes(e.g.familiarizationgroupsandtravelagents);
roomsaccordedtoHotelemployeeforleisureinaccordancewithcorporateofficepolicyguidelines;
grouproomconcessions.ThesefreeofchargeroomsmustbeauthorizedbyGeneralManager/ResidentManager/Directorofmarketing.
Confidentialstay
Guestrequestingforhisstaytobe“unlisted”or“notregistered”.
Confirmation
Awrittenagreementfromahoteltoafutureguest,showingdetailsofthereservedaccommodation.
Connecting
Adjacentroomsthatareservicedbyconnectingdoor.
Contractedrates
Speciallynegotiatedroomormealratesorpackageratesbetweenacompany(usuallytravelagentsorairlines)andthehotelforaspecificduration.Theseratesareoftenconfidential.
Convention/Associations
Meetinggroupof10roomsormorebookedbyanorganizationeitherdirectlyorthroughaconventionorganizer.Includesexhibitions.
Convertibleparlors
Sittingroomwithsleepingroomfurniture.Sofaconvertsintoabed.
Corporatemeetings
Meetinggroupof10roomsormorebookedbyacorporationbutnotforincentivepurposes.
Creditrefund
Arefundofcashdepositwhichwasobtainedfromguestuponcheckin.guestistoacknowledgereceiptofthecreditbalanceonthesystemgeneratedpaidoutvoucher.Refundsofallothercreditbalancee.g.prepayment/depositpaidbytravelagents/companiesshouldonlybeissuedbytheaccountingdepartment.
Crib
Ababybedorbabycot
Cut–offdate
Designateddaywhenmeetingplanner(uponrequest)mustreleaseoraddtofunctionroomorbed–roomcommitment;
standardpracticeisminimumof30dayspriortomeetingdate.Formostgroup,roominglistsshouldbesenttothehotelatleasttwoweekspriortoarrival.
DailyReport
Asetofreportspreparedformanagementbythemidnightshiftdaily.Thesereportsonhotelstatisticsareusedbymanagementintheirdailyplanning,forecastingandmarketing.
D.N.A
Didnotarrivewhenaccommodationreserved.
D.N.D
Aspecialrequestbyguestwhodidnotwishtobedisturbed.
DoubleLocked
Doorissecuredfrominsidebyguestandcannotbeopenedbyroomattendantsupervisor.ItcanbedoublelockedbyAssistantManagerandSecurityoffingthenumberceforaspecialreason.
Downgrade
Movingaguesttoalowercategoryroomanddecreasinghisrate.
Doublerooming
Whentwounrelatedguestsaremistakenlyaccommodatedinthesameroom.
Duein
Numbersofexpectedguests/roomsfortheday.
Dueout
Roomexpectedtobevacated.
Duplicatefolio
Foliothathasseveralcopiesduplicatedforcontrolpurposei.e.guestfolio,depositreceipt,roombillsetc.
Dayuserooms
Roomsonlyusedduringthedaybutnotforovernight.Incalculatingthenumberofroomsusedforoccupancy.Aroomthatisusedtwiceinthesamedayiscountedasbeingonlyusedonce.
Dayrate
Amountchargedforaccommodationusedduringtheday,butnotovernight,usuallyat50%offrackrate.
Deadmove
Roomchangewhenguestisnotinroom.Tobecarriedoutinthepresenceofaseniorstaff,preferablyalobbyguestservicesmanagerorasecurityofficer.
Definitestatus
Roomswhichareconfirmedandtakenoutofgeneralinventory
Departure
Dateofcheckout
Departuresguests
Numberofguestcheckoutsfortheperiod.
Departurerooms
Numberofroomcheckoutsfortheperiod
Didnotcheckout
Aconditionwherearoomisfoundvacant,buttheguestdidnotsettlehisaccountpriortoleavinghotel.
Directbill
Apre-arrangedprocessapprovedbycreditofsendingtheguest’sbilltoacompany/travelagentafterhehascheckout.
Discount
Percentagetakenofffromrackroomrate,e.g.corporaterate,travelagentrate,airlinerate…etc.
Extensionstay
Authorizedchangeofdeparturedates.
Extrabed
Aportablesinglebedwhichcanaccommodateanadditionalguest.Alsoknownasrollawaybedor(RWB)
Float
Theamountofcashacashierhasathis/herdisposalfortheday
Frontofthehouse
Thosepartsofthehotelfacilitywithwhichtheguestcomesindirectcontacti.e.FrontOffice,FoodandBeveragedepartment.
Familyplan
Noadditionalchargeforchildrenunder18yearsoccupyingthesameroomastheparentsorguardians.Singleratetoapplyperroomiftwoormoreroomsaretaken.
Forecast
Daily,weekly,monthlyprojectionofroomstobeoccupied.Reportshowingprojectedavailabilityfordeterminedlengthsoftime.
Guestfolio
Statementoftheguest’shotelcharges
GNR(guestnamerecord)
Thisisyourguestreservationrecordwhichincludesguestname,hotelaccommodations,arrivalinformation,addressandanyotherpertinentinformation.
Groupothers
Government,militaryorembassy/consulatebookingof10moree.g.tradedelegations.Othergroupbusinessi.e.airlinecrew,sportsteam,filmcrews,socialfunctions,etc.
Guaranteed
Referstoareservationthathasbeenguaranteed.Thismeansthattheguestplansonarrivingafter18:
00pmandhasguaranteedtopayshouldbefailtoarrive.Thehotelwillholdtheroomallnight,andiftheguestdoesnotarrive,hewillbecharged.Intheeventthattheguestguaranteedandthehoteldonenothavespacewhenhearrives,thehotelwillfindalternativeaccommodationatasimilarhotelandpayforit.
Guesthistory
Recordsshowingdetailsofguest’spreviousvisitstoourhotele.g.address,lengthofstay,creditcardsused,roompreference,smokingornosmoking,etc.
Guesttypecode
Differentiatesamongstvarioustypesofguest