酒店术语.docx

酒店术语.docx

《酒店术语.docx》由会员分享，可在线阅读，更多相关《酒店术语.docx（16页珍藏版）》请在冰豆网上搜索。

酒店术语

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’spreviousvisitstoourhotele.g.ad