酒店专业术语释义Hotel Terminology.docx
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酒店专业术语释义HotelTerminology
HotelTerminology
ØAdvancePayment
MoneyrequestedbythereceptionistattheCheck–InfromaguestwhohasnotmadeanadvancereservationandwhoisunabletoproduceanyofthecreditcardsacceptedbytheHotel.
ØAmenity
AgiftfortheguestwithcomplimentsoftheHotel.Liquor,fruitbasket,etc.
ØAuthorizationApprovalCode
Acodegivenbycreditcardcompanytothehoteltoindicatethattheyhaveextendedcreditlimitforoneofitscardholder.
ØAverageTransientRate(ATR)
Averagerateperoccupiedroom,totalroomsrevenuedividedbyhoteltransientrooms(excludingpermanentrevenueproducing,temporaryhouseuseandcomplimentaryrooms)
ØAccommodation
Descriptionofbed–typeandlocationofaparticularroom
ØAdjoiningRoom
Adjacentroomsthatarenotservicedbyaconnectingroom
ØAdvanceDeposit
MoneyrequestedbytheguestservicesAssistantsatCheck–InofaguestwhodidnotmakeanadvancereservationandwhoisunabletoproduceanyofthecreditcardsacceptedbyShangri–laHotelsandResorts.
ØAllotment
Certainnumberofroomsallocatedtotravelagentsforfreesalepurpose
ØArrival
DateofCheck–In.
ØArrivals–Guests
Numberofroomcheck–insfortheperiod.
ØAvailablerooms
TotalnumberofunitsexcludingpermanentHouseuserooms.
ØAverageHouseRate(AHR)
Totalroomsrevenuedividedbytotaloccupiedrooms(includingpermanent,house–useandcomplimentaryrooms.)
ØAveragelengthofstay
Representstheaveragenumberofdaysofagueststayi.e.totalguestsdividedbyarrivals.
ØAverageRoomRate(ARR)
Totalroomsrevenuedividedbytotalnumberofrevenuerooms(excludingtemporaryhouse–useandcomplimentaryrooms)
ØBackofthehouse
Partsofthehotelwithwhichtheguestdoesnotnormallycomeintocontactwithi.e.personnel,housekeeping,Engineering,Accounts,etc.
ØBrunch
Amealservedafterbreakfastbutbeforelunchandtakingtheplaceofboth.
ØBedtypes
Double:
48-54X80orsmaller
Twin:
42X80orsmaller
Queen:
60X80orsmaller
King:
72-80X80orsmaller
ØBillinginstructions
Specificinstructionsrelatedtothesettlementmodeofguest’scharges.
ØBlock
Roomorroomsthatarebeingholdfortheguestonacertaindate.
ØBookedtocapacity
Referstoasituationwhenthehotelhasacceptedthemaximumnumberofreservationsandisunabletotakeanymorewithoutbeingplacedinanoverbookedsituation.
ØBoot
Thisreferstotheprocedurefollowedwhencomputerarechangingsystemspacksorre-initializingthesystemtoensurethatmemoryisresetbeforebeginninganewprogram.
ØBucket
Thespaceallocatedforprintedfolios,locatedatcashierstations.
ØCarclaimcheck
AnindicationtagfortheguestcarthatparkedintheHotelpremises.
ØCashpaidout
Moniesdisbursedforguests,eitherloansoradvanceandchargedtotheiraccounts.
ØCityledger
Aledgerofanaccountwhichisnotpaidatthefrontofficecashierbuttransferredtotheaccountsdepartment.
ØCreditCard
Thecardthataguestmayusetochargehotelservices.I.e.AmericanExpress,Dinner’sclub,Visa,Masteretc.
ØCashbasis
Theguestpaysfortheroom,serviceandtaxforthedurationofhisstayuponcheckingintothehotel.Nofacilitiesareprovidedbythehotelforchargingotheritemstohisaccounti.e.
ØCheck–in
Guestarrivesandregistersin,Dateofguest’sarrivalandregistration.
ØCheck–out
Guestdepartandsettlesthebill,Dateofguest’sdepartureandvacatingroom
ØCheck–outprintout
Aprintoutofbillsfortheguestperusalbeforehesettlestheamountstatedeitherbycashorcreditcard.
ØCashCredit
Writtenverificationofcashreceivedfromaguestandappliedtohisaccount
ØCancellation
Areservationwhichisnolongerrequiredbytheclient.Cityhotels:
nonguaranteedreservationswillbereleasedby18:
00ondayofarrival.Forguaranteedreservations,nochargewillbeleviedifbookingiscancelledbefore18:
00ofscheduledarrival.
ØCheck–outtime
Timedesignatedbyhotelforguesttovacatehisroomatcompletionofstay,Checkouttimemnormallyis12:
00noon.
ØCommissions
Moneysenttotravelagentsaspaymentforsendingguesttoahotel.Itisbasedonapercentageoftheroomrate(usually10%),excludingservicechargeandprevailinggovernmenttaxes.
ØComplimentary
Roomsgivenfreeforbusinesspromotionpurposes(e.g.familiarizationgroupsandtravelagents);roomsaccordedtoHotelemployeeforleisureinaccordancewithcorporateofficepolicyguidelines;grouproomconcessions.ThesefreeofchargeroomsmustbeauthorizedbyGeneralManager/ResidentManager/Directorofmarketing.
ØConfidentialstay
Guestrequestingforhisstaytobe“unlisted”or“notregistered”.
ØConfirmation
Awrittenagreementfromahoteltoafutureguest,showingdetailsofthereservedaccommodation.
ØConnecting
Adjacentroomsthatareservicedbyconnectingdoor.
ØContractedrates
Speciallynegotiatedroomormealratesorpackageratesbetweenacompany(usuallytravelagentsorairlines)andthehotelforaspecificduration.Theseratesareoftenconfidential.
ØConvention/Associations
Meetinggroupof10roomsormorebookedbyanorganizationeitherdirectlyorthroughaconventionorganizer.Includesexhibitions.
ØConvertibleparlors
Sittingroomwithsleepingroomfurniture.Sofaconvertsintoabed.
ØCorporatemeetings
Meetinggroupof10roomsormorebookedbyacorporationbutnotforincentivepurposes.
ØCreditrefund
Arefundofcashdepositwhichwasobtainedfromguestuponcheckin.guestistoacknowledgereceiptofthecreditbalanceonthesystemgeneratedpaidoutvoucher.Refundsofallothercreditbalancee.g.prepayment/depositpaidbytravelagents/companiesshouldonlybeissuedbytheaccountingdepartment.
ØCrib
Ababybedorbabycot
ØCut–offdate
Designateddaywhenmeetingplanner(uponrequest)mustreleaseoraddtofunctionroomorbed–roomcommitment;standardpracticeisminimumof30dayspriortomeetingdate.Formostgroup,roominglistsshouldbesenttothehotelatleasttwoweekspriortoarrival.
ØDailyReport
Asetofreportspreparedformanagementbythemidnightshiftdaily.Thesereportsonhotelstatisticsareusedbymanagementintheirdailyplanning,forecastingandmarketing.
ØD.N.A
Didnotarrivewhenaccommodationreserved.
ØD.N.D
Aspecialrequestbyguestwhodidnotwishtobedisturbed.
ØDoubleLocked
Doorissecuredfrominsidebyguestandcannotbeopenedbyroomattendantsupervisor.ItcanbedoublelockedbyAssistantManagerandSecurityoffingthenumberceforaspecialreason.
ØDowngrade
Movingaguesttoalowercategoryroomanddecreasinghisrate.
ØDoublerooming
Whentwounrelatedguestsaremistakenlyaccommodatedinthesameroom.
ØDuein
Numbersofexpectedguests/roomsfortheday.
ØDueout
Roomexpectedtobevacated.
ØDuplicatefolio
Foliothathasseveralcopiesduplicatedforcontrolpurposei.e.guestfolio,depositreceipt,roombillsetc.
ØDayuserooms
Roomsonlyusedduringthedaybutnotforovernight.Incalculatingthenumberofroomsusedforoccupancy.Aroomthatisusedtwiceinthesamedayiscountedasbeingonlyusedonce.
ØDayrate
Amountchargedforaccommodationusedduringtheday,butnotovernight,usuallyat50%offrackrate.
ØDeadmove
Roomchangewhenguestisnotinroom.Tobecarriedoutinthepresenceofaseniorstaff,preferablyalobbyguestservicesmanagerorasecurityofficer.
ØDefinitestatus
Roomswhichareconfirmedandtakenoutofgeneralinventory
ØDeparture
Dateofcheckout
ØDeparturesguests
Numberofguestcheckoutsfortheperiod.
ØDeparturerooms
Numberofroomcheckoutsfortheperiod
ØDidnotcheckout
Aconditionwherearoomisfoundvacant,buttheguestdidnotsettlehisaccountpriortoleavinghotel.
ØDirectbill
Apre-arrangedprocessapprovedbycreditofsendingtheguest’sbilltoacompany/travelagentafterhehascheckout.
ØDiscount
Percentagetakenofffromrackroomrate,e.g.corporaterate,travelagentrate,airlinerate…etc.
ØExtensionstay
Authorizedchangeofdeparturedates.
ØExtrabed
Aportablesinglebedwhichcanaccommodateanadditionalguest.Alsoknownasrollawaybedor(RWB)
ØFloat
Theamountofcashacashierhasathis/herdisposalfortheday
ØFrontofthehouse
Thosepartsofthehotelfacilitywithwhichtheguestcomesindirectcontacti.e.FrontOffice,FoodandBeveragedepartment.
ØFamilyplan
Noadditionalchargeforchildrenunder18yearsoccupyingthesameroomastheparentsorguardians.Singleratetoapplyperroomiftwoormoreroomsaretaken.
ØForecast
Daily,weekly,monthlyprojectionofroomstobeoccupied.Reportshowingprojectedavailabilityfordeterminedlengthsoftime.
ØGuestfolio
Statementoftheguest’shotelcharges
ØGNR(guestnamerecord)
Thisisyourguestreservationrecordwhichincludesguestname,hotelaccommodations,arrivalinformation,addressandanyotherpertinentinformation.
ØGroupothers
Government,militaryorembassy/consulatebookingof10moree.g.tradedelegations.Othergroupbusinessi.e.airlinecrew,sportsteam,filmcrews,socialfunctions,etc.
ØGuaranteed
Referstoareservationthathasbeenguaranteed.Thismeansthattheguestplansonarrivingafter18:
00pmandhasguaranteedtopayshouldbefailtoarrive.Thehotelwillholdtheroomallnight,andiftheguestdoesnotarrive,hewillbecharged.Intheeventthattheguestguaranteedandthehoteldonenothavespacewhenhearrives,thehotelwillfindalternativeaccommodationatasimilarhotelandpayforit.
ØGuesthistory
Recordsshowingdetailsofguest’spreviousvisits