酒店房务部全套术语3(英文)

酒店房务部全套术语3(英文) Rooms Division Operations QUAD A room assigned to four people; may have two or more beds. QUALITY ASSURANCE An approach to ensuring the consistent delivery of services. QUEEN A room with a queen-size bed; may be occupied by one or more people. QUEEN BED A bed approximately 60 inches by 80 inches. RACK RATE The standard rate established by the property for a particular category of rooms. RATE POTENTIAL PERCENTAGE The percentage of the rack that a hotel actually receives, found by dividing the actual average room rate by the potential average rate. Also called the achievement factor. RATIO The mathematical expression of a significant relationship between two related numbers that results from dividing one by the other. RATIO ANALYSIS The analysis of financial statements and operating results using ratios. RECRUITMENT The process by which qualified applicants are sought and screened to fill currently or soon – or – be vacant positions. The process involves announcing or advertising job vacancies and evaluating applicants to determine whom to hire. REFERRAL GROUP A group of independent hotels that have banded together for their common good. Hotels within the group refer their departing guests or those guests they cannot accommodate to other affiliated properties. REFUSAL REPORT See Turn away Report. REGISTRATION The procedure by which an incoming guest signifies his or her intent to stay at a property by completing and signing a registration card. REGISTRATION CARD A printed form for a registration record. In most states, the guest’s signature on a registration card is required by law. REGISTRATION RECORD A collection of important guest information created by the front desk agent following the guest’s arrival. The registration record includes the guest’s name, address, telephone number, and company affiliation; method of payment; and date of departure. RESERVATION An agreement between the hotel and a guest that the hotel will hold a specific type of room for a particular date and length of stay. RESERVATION CONFIRMATION An oral or written verification of the information contained in a reservation record. See also Letter of Confirmation. RESERVATION FILE A computer – based collection of reservation records. RESERVATION RACK SLIP A form used to record a guest reservation that is filed in a reservation rack. RESERVATION RACKS Racks which store the reservation rack slips or registration cards of anticipated arrivals. In an advance reservation rack, reservation rack slips are arranged by the guests’ scheduled dates of arrival and, within each day’s grouping, alphabetically by the guests’ or groups’ names. A current reservation rack is a portable subset of the advance reservation rack used by front desk agents during registration. RESERVATION RECORD A collection of data that identifies a guest and his or her anticipated accurately schedule staff. RESERVATION STATUS s long – term availability for assignment. An indictor of a room’ RESERVATION TRANSACTIONS REPORT A summary of daily reservations activity in terms of record creation, modification, and cancellation. RESERVATIONS AGENT An employee, either in the front office or in a separate department within the rooms division, who is responsible for all aspects of reservations processing. RECERVATIONS CONTROL BOOK A binder with a tally page for each day of the year. Used in non-computerized hotels to track reservations. RESERVATIONS HISTORY A collection of statistics on all aspects of the reservations process, including the number of guests , occupied rooms, reservations by source, no-shows , walk – ins, overstays, and under stays. RESERVATIONS MANAGEMENT SOFTWARE A front office computer application that enables a hotel to rapidly process room requests and generate timely and accurate rooms, revenue, and forecasting reports. RESERVATIONS WALL CHART A specially designed chart that displays hotel rooms vertically and days of the month horizontally. When accommodations are available, the reservations agent can assign a specific room by taping over the line that represents that room. Also called a reservations density chart. RESIDENTIAL HOTEL A hotel whose guest quarters generally include a sitting room, bedroom, and kitchenette for permanent or semi-permanent guests. Many other types of hotels also offer residential accommodations and residential hotel may offer short-term accommodations. RESORT HOTEL A hotel that provides scenery and activities unavailable at most other properties, and whose guests are typically vacationers. Resort hotels are the planned destination of their guests. REVENUE FORECAST REPORT A projection of future revenue calculated by multiplying predicted occupancies by current room rates. ROOM ASSIGNMETN The identification and allocation to a guest of an available room in a specific room category, finalized as part of the registration process. ROOM NIGHT One room occupied for one night. ROOM RACK An array of metal file pockets designed to hold room rack slips arranged by room number. The rack summarizes the current status of all rooms in the hotel. ROOM RACK SLIP A form that contains the guest’s name and other relevant information, completed during the registration process and placed in to room rack slot corresponding to the room number assigned to the guest. ROOM RATE The price a hotel charges for overnight accommodations. ROOM RATE VARIANCE REPORT A report listing (1) any discrepancies between front desk and housekeeping room statuses, and (2) rooms which have not been sold at rack rates. ROOM REVENUE AND COUNT REPORT A report that shows the rack rate for each room and the actual rate at which the room was sold, providing an opportunity to analyze room revenues. ROOM STATUS A code or description indicating the occupancy and housekeeping status of a room. change, out- of – order, and check Common room status terms include occupied, on – – out. ROOM STARUS DISCREPANCY A situation in which the housekeeping department’s description of a room’s status differs from the room status information which guides front desk employees in assigning rooms to guests. ROOM STARUS REPORT A report that allows front desk agents to identify vacant and ready rooms, typically prepared as part of the night audit. ROOMING The procedures involved in greeting a guest, assignment a room, and escorting or directing the guest to the room. ROOMS DIVISION The division of a hotel that includes the front office, reservations, telephone switchboard, housekeeping, and uniformed service departments and functions. The Rooms division plays an essential role in providing the services guests expect during a hotel stay. ROOMS LEDGER See Guest Ledger. ROOMS MANAGEMENT SOFTWARE A front office computer application that maintains current information on the status of rooms, assists in the assignment of rooms during registration, and helps front office personnel coordinate guest services. RPAR See REVPAR. RULE – OF – THUMB APPROACH A cost approach to pricing rooms. Using this approach, the room rate is set at ,1 for each ,1,000 of construction and furnishings cost per room, assuming an occupancy of 70%. SCHEDULE A departmental income statement referenced on the hotel’s statement of income. SCHEDULING A process in which the appropriate number of employees are assigned to fill necessary duties and positions each workday. SECOND – PARTY CHECK A check make out to the person presenting the check. SECURITY MONITOR A closed – circuit television monitor that allows front office employees to monitor security and safety throughout the hotel from a central location. SELECTION The process of choosing the right person for a job out of a pool of recruited candidates. SELF CHECK – OUT A computerized system, usually located in the hotel lobby that allows the guest to review his or her folio and settle the account to the credit card used check – in. SELF REGISTRATION A computerized system that automatically registers a guest and dispenses a key, based on the guest’s reservation and credit information. SELF – REGISTRATION/CHECK – OUT TERMINAL A piece of computer hardware typically located in the lobby of a fully automated hotel. Some resemble automated bank teller machines, while other are unique in design; some may possess both video and audio capabilities. SEMI – AUTOMATED A system of front office record – keeping characterized by the use of both handwritten and machine – produced forms and Electro – mechanical equipment such as posting machines. SEMI – PERMANENT FOLIO See Non – guest Folio. SETTLEMENT The collection of payment for an outstanding account balance, bringing the balance to zero. A guest can settle an account by paying cash, charging the balance to credit card, deferring payment to a direct billing, or using combination of these payment methods. SHORTAGE An imbalance that occurs when the total of cash and checks in a cash register drawer is less than the initial bank plus net cash receipts. SINGLE A room assigned to one person; may have one or more beds. SINGLE BED A bed approximately 36 inches by 75 inches. SKIPPER A room status term indicating that the guest has left the hotel without making arrangements to settle his or her account. SLEEP – OUT A room status term indicating that a guest is registered to the room, but the bed has not been used. SOFTWARE A set of programs that controls the operation of the hardware components of a computer system. Software tells the computer what to do, how to do it, and when to do it. SPLIT FOLIO A folio in which a guest’s charges are separated into two or more folios. STATEMENT OF INCOME A financial statement that provides important information about the results of hotel operations for a given period of time. STAYOVER A room status term indicating that the guest is not checking out today and will remain at least one more night; a guest who continues to occupy a room from the time of arrival to the stated date of departure. STRATEGY A method by which a department or division plans to achieve its goals. STUDIO A room with a studio bed – a couch that can be converted into a bed; may also have an additional bed. SUITE A parlor or living room connected to one or more bed – rooms. SUPPORT CENTER A hotel division or department that does not generate revenue directly but supports the hotel’s revenue centers. Support centers include the housekeeping, accounting, engineering and maintenance, and human resources divisions. SYSTEM UPDATE A fully automated audit routine that accomplishes many of the same functions as a non – computerized night audit routine and more. Daily system updates enable file reorganization, system maintenance, and report production, and provide an end – of – day time frame. T – ACCOUNT A two – column account – recording format (resembling the letter T) in which debits (charges) are posted to the left side and credits (payments) to the right side. TARGET MARKETS Distinctly defined groupings of potential buyers (market segments) at which sellers aim or “target” their marketing efforts. TELEX An international communication network often used to communicate reservation requests. Telex communication is faster than the postal service and more reliable than the telephone since the hotel receives a written message. TIME STAMP A device to record the current time and date on folios, mail, and other front office paperwork. TIME – SHARE HOTEL A group of condominium units whose owners associate and hire a management company to operate their units as a hotel. The condominium units normally contain bedrooms, living rooms, dining area, and kitchen. TOUR GROUP A group of people who have had their accommodations, transportation, and related activities arranged for them. TOWER CONCEPT See Executive Floor. TRAINING OBJECTIVE A description of a task that a trainee will be expected to demonstrate at the end of a training session. TRANSACTION The exchange of merchandise, property, or services for cash or promise to pay. TRANSACTIONAL ACOUNTING SYSTEM An accounting system in which the occurrence of a transaction initiates activity. TRANSACTIONAL DOCUMENTATION Paperwork that identifies the nature and amount of a transaction. Transactional documentation is the basis for data input into a front office accounting system. TRANSFER VOUCHER A voucher used to support a reduction in balance on one folio and an equal increase in balance on the another. Transfer vouchers are used for transfers between guest accounts and for transfers from guest accounts to non – guest accounts when they are settled by the use of credit cards. TRANSIENT GUEST See Free Independent traveler (FIT) TRANSIENT LEDGER See Guest Ledger. TRANSIENT LEDGER See Guest Ledger. TRANSPODITION ERROR An error which occurs when numerals in a figure are reversed. For example, 189 for 198. TRAVEL AGENT GUARANTEE A type of reservation guarantee under which the hotel generally bills the travel show. agency after a guaranteed reservation has been classified as a no – TRAVELER’S CHECK A prepaid check sold by banks and other financial institutions which is considered equivalent to cash. TRIAL BALANCE In the night audit, the process of balancing front office account with transaction information by department. TRIPLE A room assigned to three people; may have two or more beds. TURNAWAY REPORT A report that tracks the number of guests refused because rooms were not available as requested. Also called a refusal report. TWIN A room with two twin beds; may be occupied by one or more people. TWIN BED A bed approximately 39 inches by 775 inches. TWIN – DOUBLE See Double – Double. UNDERSTAY A guest who checks out before his or her stated departure date. UNIFORMED SERVICE A department within the rooms division including parking attendants, door attendants, porters, limousine drivers, and bell persons. UNPAID ACCOUNT BALANCE A sale technique whereby a guest is offered a more expensive room than what he or she reserved or originally requested, and then persuaded to rent the room based on the s features, benefits, and his or her needs. room’ UPSELLING A sales technique whereby a guest is offered a more expensive room than what he or she reserved Or originally requested, and than persuaded to rent the room based on the room’s features, benefits, and his or her needs. VACANT AND READY A room status term indicating that the room has been cleaned and inspected , and is ready for an arriving guest. VOICE MAIL A device capable of storing, recording, and playing back messages for guests through the telephone system. VOUCHER A document detailing a transaction to be posted to a front office account, used to communicate information from a point of sale to the front office. Common vouchers include cash, charge, transfer, allowance, and paid out vouchers. Also, a form provided by travel agents to their clients as a receipt for advance registration payments. See also Credit Card Voucher. VOUCHER RACK A container for storing vouchers for future reference and verification during the night audit. WAITING LIST A list of guests desiring rooms who can’t be accommodated because the hotel is full. WAKE – UP DEVICE A specially designed clock that allows multiple alarm settings to remind front. WALK – IN A person who arrives at a property without a reservation and who requests a room. WALKING Turning away a guest due to a lack of rooms. WASH FACTOR The deletion of unnecessary group rooms from a group block. WASHDOWN er requested by a group, based on previous Blocking fewer rooms than the numb group history. Also called a wash. WEIGHTED AVERAGE CONTRIBUTION MARGIN RATIO In a multiple product situation, an average contribution margin for all operated departments that is weighted to reflect the relative contribution of each department to the establishment’s ability to pay fixed costs and generate profits. WORLD –CLASS SERVICE A level if guest service that stresses personal attention. Hotels offering world – class service provide upscale restaurants and lounges, exquisite décor, concierge services, opulent rooms , and abundant amenities. YIELD The ratio of actual revenue to potential revenue. YIELD MANAGEMENT A technique based on supply and demand used to maximize revenues by lowering prices to increase sales during periods of low demand and by raising prices during periods of high demand. ZERO OUT To settle in full the balance of a folio account as the guest checks out.