Hotel Terminology酒店术语.docx

1、Hotel Terminology酒店术语Advance PaymentMoney requested by the receptionist at the Check In from a guest who has not made an advance reservation and who is unable to produce any of the credit cards accepted by the Hotel.AmenityA gift for the guest with compliments of the Hotel. Liquor, fruit basket, etc

2、.Authorization Approval CodeA code given by credit card company to the hotel to indicate that they have extended credit limit for one of its cardholder.Average Transient Rate(ATR)Average rate per occupied room, total rooms revenue divided by hotel transient rooms (excluding permanent revenue produci

3、ng, temporary house use and complimentary rooms)AccommodationDescription of bed type and location of a particular roomAdjoining RoomAdjacent rooms that are not serviced by a connecting roomAdvance DepositMoney requested by the guest services Assistants at Check In of a guest who did not make an adva

4、nce reservation and who is unable to produce any of the credit cards accepted by Shangri la Hotels and Resorts.AllotmentCertain number of rooms allocated to travel agents for freesale purpose ArrivalDate of Check In.Arrivals GuestsNumber of room check ins for the period.Available roomsTotal number o

5、f units excluding permanent House use rooms.Average House Rate(AHR)Total rooms revenue divided by total occupied rooms ( including permanent , house use and complimentary rooms.)Average length of stayRepresents the average number of days of a guest stay i.e. total guests divided by arrivals.Average

6、Room Rate (ARR)Total rooms revenue divided by total number of revenue rooms ( excluding temporary house use and complimentary rooms)Back of the house后勤Parts of the hotel with which the guest does not normally come into contact with i.e. personnel, housekeeping, Engineering, Accounts, etc.BrunchA mea

7、l served after breakfast but before lunch and taking the place of both.Bed typesDouble : 48-54 X 80 or smallerTwin: 42 X 80 or smallerQueen: 60 X 80 or smallerKing: 72-80 X 80 or smallerBilling instructionsSpecific instructions related to the settlement mode of guests charges.BlockRoom or rooms that

8、 are being hold for the guest on a certain date.Booked to capacityRefers to a situation when the hotel has accepted the maximum number of reservations and is unable to take any more without being placed in an overbooked situation.BootThis refers to the procedure followed when computer are changing s

9、ystems packs or re-initializing the system to ensure that memory is reset before beginning a new program.BucketThe space allocated for printed folios, located at cashier stations.Car claim checkAn indication tag for the guest car that parked in the Hotel premises.Cash paid outMonies disbursed for gu

10、ests, either loans or advance and charged to their accounts.City ledgerA ledger of an account which is not paid at the front office cashier but transferred to the accounts department.Credit CardThe card that a guest may use to charge hotel services. I.e. American Express, Dinners club, Visa, Master

11、etc.Cash basisThe guest pays for the room, service and tax for the duration of his stay upon checking into the hotel. No facilities are provided by the hotel for charging other items to his account i.e.Check inGuest arrives and registers in, Date of guest s arrival and registration.Check outGuest de

12、part and settles the bill, Date of guests departure and vacating roomCheck out print outA print out of bills for the guest perusal before he settles the amount stated either by cash or credit card.Cash CreditWritten verification of cash received from a guest and applied to his accountCancellationA r

13、eservation which is no longer required by the client. City hotels: non guaranteed reservations will be released by 18:00 on day of arrival. For guaranteed reservations, no charge will be levied if booking is cancelled before 18:00 of scheduled arrival.Check out timeTime designated by hotel for guest

14、 to vacate his room at completion of stay, Check out time m normally is 12:00 noon.CommissionsMoney sent to travel agents as payment for sending guest to a hotel. It is based on a percentage of the room rate (usually 10%), excluding service charge and prevailing government taxes.ComplimentaryRooms g

15、iven free for business promotion purposes ( e.g. familiarization groups and travel agents); rooms accorded to Hotel employee for leisure in accordance with corporate office policy guidelines; group room concessions. These free of charge rooms must be authorized by General Manager / Resident Manager

16、/ Director of marketing.Confidential stayGuest requesting for his stay to be “unlisted” or “not registered”.ConfirmationA written agreement from a hotel to a future guest, showing details of the reserved accommodation.ConnectingAdjacent rooms that are serviced by connecting door.Contracted ratesSpec

17、ially negotiated room or meal rates or package rates between a company (usually travel agents or airlines) and the hotel for a specific duration. These rates are often confidential.Convention / AssociationsMeeting group of 10 rooms or more booked by an organization either directly or through a conve

18、ntion organizer. Includes exhibitions.Convertible parlorsSitting room with sleeping room furniture. Sofa converts into a bed. Corporate meetingsMeeting group of 10 rooms or more booked by a corporation but not for incentive purposes.Credit refundA refund of cash deposit which was obtained from guest

19、 upon check in. guest is to acknowledge receipt of the credit balance on the system generated paid out voucher. Refunds of all other credit balance e.g. prepayment / deposit paid by travel agents / companies should only be issued by the accounting department.Crib A baby bed or baby cotCut off dateDe

20、signated day when meeting planner (upon request) must release or add to function room or bed room commitment; standard practice is minimum of 30 days prior to meeting date. For most group, rooming lists should be sent to the hotel at least two weeks prior to arrival.Daily ReportA set of reports prep

21、ared for management by the midnight shift daily. These reports on hotel statistics are used by management in their daily planning, forecasting and marketing.D.N.ADid not arrive when accommodation reserved.D.N.DA special request by guest who did not wish to be disturbed.Double LockedDoor is secured f

22、rom inside by guest and cannot be opened by room attendant supervisor. It can be double locked by Assistant Manager and Security offing the numberce for a special reason.DowngradeMoving a guest to a lower category room and decreasing his rate.Double roomingWhen two unrelated guests are mistakenly ac

23、commodated in the same room.Due inNumbers of expected guests / rooms for the day.Due outRoom expected to be vacated.Duplicate folioFolio that has several copies duplicated for control purpose i.e. guest folio, deposit receipt, room bills etc.Day use roomsRooms only used during the day but not for ov

24、ernight. In calculating the number of rooms used for occupancy. A room that is used twice in the same day is counted as being only used once.Day rateAmount charged for accommodation used during the day, but not overnight, usually at 50% off rack rate.Dead moveRoom change when guest is not in room. T

25、o be carried out in the presence of a senior staff, preferably a lobby guest services manager or a security officer.Definite statusRooms which are confirmed and taken out of general inventoryDeparture Date of check outDepartures guestsNumber of guest check outs for the period.Departure roomsNumber o

26、f room check outs for the periodDid not check outA condition where a room is found vacant, but the guest did not settle his account prior to leaving hotel.Direct billA pre-arranged process approved by credit of sending the guests bill to a company / travel agent after he has check out.DiscountPercen

27、tage taken off from rack room rate, e.g. corporate rate, travel agent rate, airline rate etc.Extension stayAuthorized change of departure dates.Extra bedA portable single bed which can accommodate an additional guest. Also known as rollaway bed or (RWB)FloatThe amount of cash a cashier has at his /

28、her disposal for the dayFront of the houseThose parts of the hotel facility with which the guest comes in direct contact i.e. Front Office, Food and Beverage department.Family planNo additional charge for children under 18 years occupying the same room as the parents or guardians. Single rate to app

29、ly per room if two or more rooms are taken.ForecastDaily, weekly, monthly projection of rooms to be occupied. Report showing projected availability for determined lengths of time.Guest folio Statement of the guests hotel chargesGNR(guest name record)This is your guest reservation record which includ

30、es guest name, hotel accommodations, arrival information, address and any other pertinent information.Group othersGovernment, military or embassy / consulate booking of 10 more e.g. trade delegations. Other group business i.e. airline crew, sports team, film crews, social functions, etc.GuaranteedRe

31、fers to a reservation that has been guaranteed. This means that the guest plans on arriving after 18:00pm and has guaranteed to pay should be fail to arrive. The hotel will hold the room all night, and if the guest does not arrive, he will be charged. In the event that the guest guaranteed and the h

32、otel done not have space when he arrives, the hotel will find alternative accommodation at a similar hotel and pay for it .Guest historyRecords showing details of guests previous visits to our hotel e.g. address, length of stay, credit cards used, room preference, smoking or no smoking, etc.Guest type codeDifferentiates amongst various types of guest