酒店术语

Hotel Terminology Advance Payment Money 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. Amenity A gift for the guest with compliments of the Hotel. Liquor, fruit basket, etc. Authorization Approval Code A 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 producing, temporary house use and complimentary rooms) Accommodation Description of bed – type and location of a particular room Adjoining Room Adjacent rooms that are not serviced by a connecting room Advance Deposit Money requested by the guest services Assistants at Check – In of a guest who did not make an advance reservation and who is unable to produce any of the credit cards accepted by Shangri – la Hotels and Resorts. Allotment Certain number of rooms allocated to travel agents for freesale purpose Arrival Date of Check – In. Arrivals – Guests Number of room check – ins for the period. Available rooms Total number of 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 stay Represents the average number of days of a guest stay i.e. total guests divided by arrivals. Average Room Rate (ARR) Total rooms revenue divided by total number of revenue rooms ( excluding temporary house – use and complimentary rooms) Back of the house Parts of the hotel with which the guest does not normally come into contact with i.e. personnel, housekeeping, Engineering, Accounts, etc. Brunch A meal served after breakfast but before lunch and taking the place of both. Bed types Double : 48-54 X 80 or smaller Twin: 42 X 80 or smaller Queen: 60 X 80 or smaller King: 72-80 X 80 or smaller Billing instructions Specific instructions related to the settlement mode of guest’s charges. Block Room or rooms that are being hold for the guest on a certain date. Booked to capacity Refers 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. Boot This refers to the procedure followed when computer are changing systems packs or re-initializing the system to ensure that memory is reset before beginning a new program. Bucket The space allocated for printed folios, located at cashier stations. Car claim check An indication tag for the guest car that parked in the Hotel premises. Cash paid out Monies disbursed for guests, either loans or advance and charged to their accounts. City ledger A ledger of an account which is not paid at the front office cashier but transferred to the accounts department. Credit Card The card that a guest may use to charge hotel services. I.e. American Express, Dinner’s club, Visa, Master etc. Cash basis The 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 – in Guest arrives and registers in, Date of guest ’s arrival and registration. Check – out Guest depart and settles the bill, Date of guest’s departure and vacating room Check – out print out A print out of bills for the guest perusal before he settles the amount stated either by cash or credit card. Cash Credit Written verification of cash received from a guest and applied to his account Cancellation A reservation 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 time Time designated by hotel for guest to vacate his room at completion of stay, Check out time m normally is 12:00 noon. Commissions Money 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. Complimentary Rooms given 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 / Director of marketing. Confidential stay Guest requesting for his stay to be “unlisted” or “not registered”. Confirmation A written agreement from a hotel to a future guest, showing details of the reserved accommodation. Connecting Adjacent rooms that are serviced by connecting door. Contracted rates Specially 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 / Associations Meeting group of 10 rooms or more booked by an organization either directly or through a convention organizer. Includes exhibitions. Convertible parlors Sitting room with sleeping room furniture. Sofa converts into a bed. Corporate meetings Meeting group of 10 rooms or more booked by a corporation but not for incentive purposes. Credit refund A refund of cash deposit which was obtained from guest 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 cot Cut – off date Designated 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 Report A set of reports prepared 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.A Did not arrive when accommodation reserved. D.N.D A special request by guest who did not wish to be disturbed. Double Locked Door is secured from 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. Downgrade Moving a guest to a lower category room and decreasing his rate. Double rooming When two unrelated guests are mistakenly accommodated in the same room. Due in Numbers of expected guests / rooms for the day. Due out Room expected to be vacated. Duplicate folio Folio that has several copies duplicated for control purpose i.e. guest folio, deposit receipt, room bills etc. Day use rooms Rooms only used during the day but not for overnight. 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 rate Amount charged for accommodation used during the day, but not overnight, usually at 50% off rack rate. Dead move Room change when guest is not in room. To be carried out in the presence of a senior staff, preferably a lobby guest services manager or a security officer. Definite status Rooms which are confirmed and taken out of general inventory Departure Date of check out Departures guests Number of guest check outs for the period. Departure rooms Number of room check outs for the period Did not check out A condition where a room is found vacant, but the guest did not settle his account prior to leaving hotel. Direct bill A pre-arranged process approved by credit of sending the guest’s bill to a company / travel agent after he has check out. Discount Percentage taken off from rack room rate, e.g. corporate rate, travel agent rate, airline rate …etc. Extension stay Authorized change of departure dates. Extra bed A portable single bed which can accommodate an additional guest. Also known as rollaway bed or (RWB) Float The amount of cash a cashier has at his / her disposal for the day Front of the house Those parts of the hotel facility with which the guest comes in direct contact i.e. Front Office, Food and Beverage department. Family plan No additional charge for children under 18 years occupying the same room as the parents or guardians. Single rate to apply per room if two or more rooms are taken. Forecast Daily, weekly, monthly projection of rooms to be occupied. Report showing projected availability for determined lengths of time. Guest folio Statement of the guest’s hotel charges GNR(guest name record) This is your guest reservation record which includes guest name, hotel accommodations, arrival information, address and any other pertinent information. Group others Government, 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. Guaranteed Refers 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 hotel done not have space when he arrives, the hotel will find alternative accommodation at a similar hotel and pay for it . Guest history Records showing details of guest’s previous visits to our hotel e.g. address, length of stay, credit cards used, room preference, smoking or no smoking, etc. Guest type code Differentiates amongst various types of guests to allow for delivery of specific amenities and services. Hot card A credit card which has been reported lost or stolen Hold for arrival Holding the items that arrived in advance before the guest check in. House use rooms Non-revenue producing guestrooms occupied either on a permanent or temporary basis under the following conditions: Permanent house use House use by staff living in the hotel for a minimum period of 6 months. Covered into offices for hotel management use. Temporary house use Rooms provided on a complimentary basis to members of staff for temporary use of less than 6 months, to consultants / suppliers for business purposes relating to the hotel and entertainers contracted to perform at the hotel outlets, all house use room requests must be authorized by General Manager / Resident Manager and the respective division Head. House count / status This term indicates the occupancy of the hotel at any time of the day, expressed in either actual rooms or a percentage. Housekeeping The department responsible for cleaning public areas and guest rooms. In-house guest All guest that are registered with the hotel Incentives Group organized and paid by a company for people who quality for awards under the company’s incentive program; can be booked either directly. Incognito stay See “ confidential stay”. Individual others Industry rates i.e. 50%discounted rates for hoteliers , airline staff, staff, travel agents, interline personnel, all other individual reservations not covered in the market segmentation categories. Joiner Guest to check into room with already registered guest requiring a separate account. Key rack A rack that is used to placed the room keys. King A king-sized bed in one room Limousine The vehicle used to transport guest to airport or other place where guest want to go. Lost and found An area under the jurisdiction of housekeeping for the control and storage of lost and found items. Log book Book used for communication and reporting amongst the staff. Late check-out Additional time allotted beyond the normal check-out time. Complimentary late check-out is subject to space availability or as promised e.g. valued rate (rack). If a charge is imposed, it is usually 50% off guestroom folio rate. Wholesale guests paying directly for late check-out will be levied a 50% off rack rate on room type occupied. This is to maintain confidentiality of travel agent’s contracted rates. Locator message Guest advised that he / she may be contacted at a specific location when he / she is not in the room for a period of time. Long stay All long stay reservations(14 days or more) extended the long stay rate / benefits. Net price Price inclusive of tax and service charge Night Audit A daily reconciliation of accounts receivable that is completed during the midnight shift Night Auditor The person responsible for the night audit. Net rate A non – commissionable rate, inclusive of service and prevailing tax charge. No show Guest who did not arrive when accommodation was reserved. Guaranteed no-shows are not to be checked into the PMS to capture occupancy. The Front Office Manager in consultation with the Director of Marketing, is to advise the credit manager the following day which guaranteed no-shows to be charged. All relevant correspondences are to be attached to the no-show report and submitted to credit manager for proper billing. (see also “D.N.A) Number of guests Number of registered guests in each category of occupied rooms. Number of guests per room Total guests divided by the number of occupied rooms Occupancy Occupancy is determined by dividing the total occupied rooms (including complimentary rooms) by the total available rooms. Permanent house use rooms are to be excluded from the total available rooms. Out of order rooms (O.O.O) over 2 months Those rooms removed from saleable inventory due to renovation, temporary fault or problem rendering them unfit for occupancy. Also includes rooms under repair or waiting for repairs. Out of service rooms (O.O.S) below 2 months Rooms temporarily blocked off for minor repair works e.g. servicing of air-conditioners, general cleaning; or rooms temporarily closed off due to low occupancy. (those O.O.S rooms do not affect the occupancy forecast) Over booked Situation when the house count indicates that the hotel is in an oversold position, i.e. when there are more reservations than rooms available.(note: a delicate situation –the word “Over-booked” is not to be mentioned to guests) Overstay Guest who extended his stay on the day of his supposed check-out Other income This account is to capture rooms related revenue which do not from part of the average rate calculations and includes the following: -Surplus revenue from the rack set up, including government tax and service charge elements -Collections in respect of guaranteed no-shows -Commission and bonus from pay movies -Flower or room amenities sold to guest other than through the flower shop / newsstand. Petty cash Small cash fund used for minor cash payments and periodically reimbursed. Plus, plus Short terms for additional of service charge and government tax to the bill or price Package A combination of a room , meals or other services sold in one rate Packages / promotions Packages / promotions created by the individual hotels usually for a limited time with certain restrictions Past Due out Guests who are due out and have not checked out by the posted check-out time Percentage of occupancy Occupancy is determined by dividing the total occupied rooms (including complimentary rooms) by the total available rooms ( excluding OOO rooms) Permanent folios Rooms types defined in Fidelio beginning with “P-”are considered pseudo or “dummy” room types. The system provided all normal functionality available in fideio “P-” room types, such as cresting reservations, attachment of travel agent or company profiles, charge routing, check in, posting, settlement by all payment methods, check out, etc. these rooms are not included in the daily rooms statistics, but revenue and payment figures are taken in as part of the hotel total. This flexibility allows these “dummy” rooms to fulfill a variety of functions for the hotel. In order to segregate the functions and easily identify the purpose of each “P-” room type, it is recommended of use the following designations. PM: Group Master Group master folios are the traditional group billing folios. Postings can be made directly to the group folio, or charges routed from the folios of individual group members. PF: Posting folios Permanent folios are an effective tool for posting charges and settlement not directly related to a guest folio. This includes the F&B revenue and settlement from the POS system, minor operating departments without an on-line POS terminal, and various non in-house guest charges(deposit payments after office hours, late charges) PQ: Banquet folios Banquet permanent folios can be configured as “PQ” allowing for deposit payment, posting of banquet charges and settlement. PY: staff quarters / offices If the hotel has staff quarters or offices, these rooms can be configured as “PY” rooms. This allows for Micros on-line posting, and use of Fidelio’s message functions(printed messages, telephone lamp control) Permanent rooms Revenue producing guestrooms which are converted to ratable office units. Revenue is earned for the duration of the contract period irrespective of whether the room is occupied or not. Additionally, these rooms can not be sold to other guests when not occupied by the contracted tenants. Pledge relocates Rooms for guests housed at another hotel, but paid for by your hotel as a result of the hotel not being able to honor a guaranteed reservation. PMS Property Management System( Fidelio or Opera) POS Point of sales(Micros) Pre-assigning / block Process whereby guests’ full particulars are printed on registration card prior to arrival and only guest’s signature are obtained upon check-in. Profile A master record of details of a guest / company / travel agent e.g. name, address, telephone number, guest history and etc. Printer Printers are used to produce statements, rooming slips and management reports. Queen A queen-sized bed in one room. Room service Food and beverage service provides in the privacy of the guest room by a waiter. Rebate An adjustment made to the guest folio(bill). This is always a negative figure and is an adjustment due to unsatisfactory services or for a posting error. Rate change An occupied room which rate is changed due to certain reason. Register Process of filling in the registration card at check in. Registration card Card used by the guest to register at check – in. Room change When a guest moves from one room to another room during his stay. Room count The number of occupied rooms. Plus, plus Short terms for addition of service charge and government tax to the bill or price. Rooming ( a guest) The entire procedure by which the desk greets and assigns new arrivals and the bellman directs them and brings their luggage to their rooms. Rack Published (full) rates. Rack reservation made by travel agencies, airlines, companies or guest direct. Corporate select (no account pre – qualification required) Across the board rate promotions without restrictions to any market i.e. specials, opening rates, percentage discounts, etc. which temporarily replace rack business. Courtesy rates. Rent able unit Rent able units will be the basis for determining the number of available rooms in a hotel for calculation of occupancy and average rate. A rent able unit is defined as a unit ( one room or more) with only one usable entrance, a bathroom and sleeping accommodation. A two room suite with only one entrance would be classified as one unit. A two room suite with two separate entrances but only one room with bath and sleeping accommodations would be classified as one unit.. A two room suite with a door for each room that, in its present state, can be readily rented as separate rooms, will be counted as two units. Where there are impediments such as partitions or fixed screens that hinder the sale of such suites as separate rooms, the suites shall be counted as single units. Request A service or an arrangement which the guest has asked for. Revenue per available room (rev par) Total rooms revenue (including permanent rooms revenue) divided by total rooms available. Reservation service The cost of any external reservation service which includes fees paid to Shangri –la International for the central reservation system and third party service providers such as Galileo, anasazi and the frequent flyer programs. Fees may consist of a base amount plus variable cost based on the volume of reservations received. Rollaway bed( R.W.B) A portable single bed which can accommodate an additional guest. Please refer to extra bed. Room revenue Gross revenue derived from the sales of guest rooms to guest(part day, full day, week or linger occupancy) at quoted rates. Includes rental of guest rooms and suites for food and beverage functions. Revenue should be stated net of allowances. Allowances represent rebates and overcharges of revenue not known at the time of sale but adjusted at a later date. Where packages are sold inclusive of meal, transportation and other services which are normally sold separately, the revenue should be allocated to the relevant departments providing the service in accordance with guidelines issued by corporate office. Rooming list A list of names sent by a travel agent or group organizer to the hotel to advise names of persons occupying the room block. Round trip transfer Two way transfer to or from airport / train station / pier to hotel. Routing instructions Process whereby billing instructions are set in guest’s reservations. Run of house(ROH) A term used for rates contracted for the lowest room category and when this category is not available upon guest’s arrival, the guest must automatically be upgraded to the next available category at extra cost. System down The duration of time when the computer is shut. System up Times when computer becomes in – operational. Sleep out When a guest keeps the room but does not stay in. Skip When the room is vacant but the bill is not settled. Stay over An anticipated check out but remains beyond his departure date or any guest who stays overnight. Same day reservations On day booking, refers to reservations made today for today’s arrival. Service charge Surcharge imposed above the quoted rates which should be reflected as part of the gross operating revenue of the department. In cases where the service charges are required by statute to be distributed to the employees, the service charges are in fact collected on behalf of the employees, and these should not be reflected in the profit & loss accounts. Sico bed Bed that comes down from the wall, after use, it can be pushed back into the wall providing additional floor space. Share with Two or more guests occupying the same room but with separate accounts or folios. Skipper Refers to a guest who has left without paying the hotel bill. Software Computer program Safa bed Sofa that opens up into a bed. Suite Accommodation consist of one or two bedrooms and a connecting sitting room(parlour ) Specialty suite One of the more luxurious and elegant suite; usually limited in numbers and larger infloor space. Time stamp A clock mechanism that prints date and time when activated. To – date Designates accumulative amount, the sum of all figures in the current period including the day or date in question. Travel agent voucher Document used by the travel agent to instruct the hotel to provide accommodation or meals and payment is to the travel agent. Temporary – house use Guest rooms provided free for a temporary period of less than 6 months to members of staff, consultants / suppliers for business purpose relating to the hotel, entertainers contracted to perform at the hotel outlets, note that temporary house use rooms part of available rooms. Tentative status Rooms which have not been taken out of room inventory. Pending a signed contract or letter of intent / confirmation. Tours Tour groups or series booking with a minimum of 10 rooms or 15 persons. Includes layover passengers. Trace A message / instruction left in the PMS for the relevant department to follow up. Transient room – single When only one person uses room Transient room – double When two or more people use a room. Travel agent Represents guests to arrange travel and hotel booking. Travel agent’ commissions Commission paid to authorized agents for room business secured usually based on a percentage of the room rate multiplied by the number of room nights produced. Triple room When three persons use a room. Turn down Evening guest room service performed by the evening room attendant. Twin Two single – sized beds in one room. Upgrade Situation where a guest is given a higher – priced room with no adjustment to the confirmed rate. Up sell Moving a guest into a higher – priced room in the hotel with a rate increase. Vacant room Saleable guest room that is not occupied. VIP A person designated by management to receive special treatment. V olume corporate Negotiated rates with corporate accounts (local / overseas) i.e. 20%, 25%, 30% discounts of flat / preferred rates of tracked accounts. China corporate rate Individual reservations extended the special military, government or diplomatic rate / discount. V oucher Document used to record debits or credits posted to a room account. Walk – in Guest requesting accommodation at the front desk without prior reservation. Waitlist Unconfirmed booking awaiting availability of room. Whole sale All individual reservation made by travel agencies or airlines on special contracted rate.