酒店房务部全套术语英文2Word格式文档下载.docx

1、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

2、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 RES

3、ERVATIONA 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

4、 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 electronic

5、ally, 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 transaction

6、s 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 infor

7、mation 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 certai

8、n 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 prepar

9、ed 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 32HANDICAP ROOMA room with special features designed for handicapped guests.HIGH BALANCE ACCOUNTAn account that has reached or ex

10、ceeded a predetermined credit limit. High balance accounts are typically identified by the night auditor. Also called a high risk account.A report that identifies guests who are approaching an account credit limit. Typically prepared by the night auditor.HIRING PERIOD The time directly after an empl

11、oyment 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 des

12、cribe 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, sometime

13、s 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 housekeepin

14、g department that indicates the current housekeeping status of each room, based on a physical check. Page 13 of 32HOUSING/CONVENTION BUREAUA reservations office that coordinates room requirements at several hotels for large conventions.HUBBART FORMULAA bottom up approach to pricing rooms. On determi

15、ning 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

16、 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 per

17、formance beyond the paycheck.INCENTIVE TRAVELTravel financed by a business as an employee incentive.See 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 des

18、k 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

19、, 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 3INTERNAL CONTROLThe policies, procedures, and equipment used in a business

20、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

21、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 n

22、ecessary 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

23、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 R

24、ACKAn 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 32A bed approximately 78 inches by 80 inches.LATE ARRIVAL A guest with a reservation who expects to arrive after the hotels designated cancella

25、tion 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.LEDGER

26、A 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 un

27、til 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/deve

28、loper 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