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Lodging Management. Year 1A Electronic Flashcards. A file that holds information needed for serving a client’s basic business needs. The File is started at the time of initial contact with a prospective client. Account File. - PowerPoint PPT Presentation
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Lodging Management
Year 1A Electronic Flashcards
A file that holds information needed for serving a client’s basic business needs. The
File is started at the time of initial contact with a prospective client
Account File
A network for communication reservations in which each
participating property is represented in a computer system data base and is
required to provide availability data to the central reservations
center on a timely basis
Central Reservation System
When people in authority must accept responsibility for their decisions and be able to justify their actions to those above them in the chain of
command.
Accountability
Properties that are affiliated with others.
Chain Property
A management strategy in which capacity can, to a
limited extent, be varied to suit the level of demand
Chased-demanded strategy
Responsible for a hotel’s physical operation and
maintenance
Chief engineer
Something that could cause harm over a long period
Chronic Hazard
A report, typically prepared by the night auditor, that
summarizes the hotel’s financial activities during a 24-hour period
and provides insight into revenues, receivables, operating statistics, and cash transactions
related to the front office
Daily Operations Report
The collection of all non-guest accounts, including
house accounts and unsettled departed guest
accounts
City Ledger
Constructed for each revenue center and used to track all transactions posted to other
folios
Control Folio
An upgrading/upselling method used when a guest has already
made a reservation or has requested a low-priced room.
During the registration process, the agent can suggest extra amenities or a higher priced
rooms.
Bottom-up method
A type of reservation guarantee in which the
corporation signs a contractual agreement with the hotel to accept financial
responsibility for any no-show travelers it sponsors
Corporate guaranteed reservation
A type of guarantee supported by credit card
companies
Credit Card Guaranteed Reservation
Compare a guest’s current folio balance with a credit
limit(also called house limit) that is predetermined by management officials.
Credit monitoring routine
Turning away a guest who has a reservation because of a lack
of rooms
Walking
The ratio of actual rooms revenue to potential rooms
revenue
Yield Statistic
How often should equipment wires and connections be
checked?
Periodically
The structure of authority where each higher level
carries more responsibility and greater authority than
the levels below them
Chain of command
Individuals or families moving to an area and required lodging until
permanent housing can be found
Long-term stay/relocation guest
Delegate who stay in hotels where a negotiated package price covers rooms, meals,
and function
Convention and association groups
Business travelers whose rooms are booked or blocked by their company or a travel agency; they usually stay for
two to four days
Corporate Groups
An approach to setting prices whereby the hotel
determines its actual cost, then adds on a reasonable percentage to arrive at the
final retail price.
Cost-plus pricing
Job task that is fundamental to a position
Essential functions
Sheryl has just sold a block of 12 rooms that will be held each night for passengers who get bumped from flights. What
guest segment has Sheryl sold to?
Airline-related guests
The number of room nights the specific property would
sell if demand were distributed based on the number of rooms in each
property in the local marketplace
Fair share
A device linked to the hotel telephone system that
accurately accounts for guest telephone calls by identifying each phone number dialed fro
guestroom telephones and tracking charges
Call Accounting System (CAS)
Businesses that produce “products” or services that cannot be inventoried or
stored for future use.
Capacity-constrained business
Replaces traditional mechanical locks with
computer-based guestroom access devices
Electronic Locking System
In a hotel, who would typically be in charge of computerized
information systems?
Systems Manager
An amount of money given to a cashier at the start of each work shift so that he or she
can handle the carious transactions that occur
Cash Bank
Which type of analysis helps a property discover profitable
guest groups being overlooked by the property,
competitive benefits or advantages, and weaknesses in the marketing strategies or
other properties?
Competition Analysis
A credit card arrangement, normally established through correspondence between a guest or a company and the
hotel, in which the hotel agrees to bill the guest or the
company for the charges incurred
Direct Billing
Guest expected to check out on a given day who have not
yet done so
Due-Outs
A key that opens all guestroom doors, even when
they are double locked
Emergency Key
A billing arrangement under which meals are priced separately from rooms
European Plan
A pre-departure activity that involved the production and early morning distribution of
guest folios for guest expected to check out that
morning
Express Check-out
The process of recording transactions on a guest folio
Posting
An approach to settling prices whereby companies determine what customers want and are willing to pay- and then figure out a way to
deliver it.
Customer-based pricing
A computer software package that supports a variety of
applications related to front office and back office activities
Property Management System (PMS)
The standard rate established by a hotel for a particular
category of rooms
Rack rate
The practice of influencing a guests’ purchases decision by highlighting available choices and using sales
phrases.
Suggestive Selling
A computer network that allows electronic cash
registers at the hotel’s points of sale to communicate
directly with a front office guest accounting module
POS (point-of-sale) system
A type of reservation guarantee that required a payment in full
before the day of arrival
Prepayment guaranteed reservation
A brief statement explaining why the team exist and how it contributed to the overall
goals of a department or organization
Mission statement
A code generated by an online credit card verification service, indicating that the requested transaction has
not been approved
Denial Code
An episode in which the customer comes into contact
with any aspect of the organization and gets an
impression of the quality of its service
Moment of truth
A level of service which stresses the personal
attention given to guests.
World-class service
A measurement used to forecast food and beverage revenue, to indicate clean linen requirements, and to analyze daily revenue rate
Multiple occupancy ratio
The amount of cash and checks in the cashier’s
drawer, minus the about of initial cash bank
Net cash receipts
A daily comparison of guest accounts (and non-guest
accounts have activity) with revenue center transaction
information
Night audit
A division of the flow of business through a hotel that
identifies the physical contracts and financial exchanges
between guests and hotel employees
Guest Cycle
A form used to chart transactions on an account assigned to an individual
person or guestroom
Guest Folio
A collection of guest history records, constructed from the expired registration cards or
created through sophisticated computer based systems, that
automatically direct information about departing
guest into a guest history database
Guest History File
A record of personal and finical information about hotel guest relevant to
marketing and sales that can help the hotel serve the
guest on return visits
Guest history record
An acceptable amount of work that must be done
within a specific time frame according to an established
performance standard.
Productivity standard
What report would an executive housekeeper use to determine the number of check-out rooms that need
to be cleaned?
Occupancy Report
A service or item offered to guests or placed in
guestrooms for convenience and comfort at not extra
cost.
Amenity
A type of reservation guarantee that required the
guest to pay a specified amount of money to the
hotel in advance of arrival
Advance deposit guaranteed reservation
A hotel chain’s reservation system in which all
participating properties are contractually related
Affiliate Reservation Network
A posting or closed-circuit broadcast of daily events at
a hotel
Reader board
A code generated by an online credit card verification service, indicating that the requested transaction has
been approved
Authorization code
A billing arrangement under which room charges include
the guestroom and three meals; also called full
pension
American Plan
To settle in full the balance of a folio account as the guest
checks out
Zero Out
Independent hotels which have banded together for some common purpose
Referral group
Permits another party (the franchisee) to sell products or services in the name of a
specific company
Franchising
The functional area of the hotel in which employees
have extensive guest contact
Front of the house
A hotel pricing system used to track advanced bookings
and then lower or raise prices accordingly to yield the maximum room revenue
Yield Management
The formula used in posting transactions to front office
accounts: Previous Balance + Debits – Credits = Net Outstanding
Balance
Accounting posting formula
Something that could cause immediate harm
Acute Hazard
An occupancy ratio derived by dividing net rooms
revenue by the number
Average Daily Rate
An occupancy ratio derived by dividing net rooms
revenue by the number of guest
Average rate per guest
The practice of suggesting more expensive(and often better quality) items than
those the guest first mention
Upselling
The functional areas or the hotel in which employees
have little or no guest contact, such as engineering
and maintenance
Back of the House
A statement of all transaction affecting the balance of a
single account
Folio
Directs the production and service of food and
beverages
Food and Beverage Manager
What employers must do to make the workplace
accessible to people with disabilities, unless doing so imposes an undue hardship
on the employer
Reasonable accommodations
The variety, or mixture, of guests who stay at a hotel
Guest mix
An easy and effective upgrading/up selling method used to sell middle-
rate rooms to guest who might otherwise choose a lower rate. The
reservations provides the guest with a choice of three or more rate-
category alternatives and puts no pressure on the guest.
Rate-Category-alternatives method
Which report list rooms that have been sold at other than
their rack rate?
Room rate variance report
The number of rooms occupied by more than one guest divided
by the number of rooms occupied by guest
Multiple occupancy percentage
OSHA’s regulation requiring employers to inform employees about possible hazards related to chemical they use on the job
Hazard Communication (HazComm) Standard
An upgrading/up selling method used to encourage guest to reserve middle- or
high-rate rooms.
Top-down method
Short-term planning that approximates the number of rooms available for sale on
any future date
Forecasting
A form completed by front office cashiers that list each receipt or disbursement of cash during a work shift
Front office cash sheet
The chief operating officer of a hotel or restaurant
General Manager
A reservation that assures the guest that a room will be held until checkout time of the day
following the day of arrival
Guaranteed reservation
A detailed report that list every job task performed by all housekeeping employees
Job Safety Analysis
A distribution channel for reservations that provides
worldwide distribution of hotel reservation information and
allows selling of hotel reservation around the world
Global Distribution Systems (GDS)
A summary of all a group’s activities, billing instructions, key attendees, recreational arrangements, arrival and
departure patterns, and other important information
Group Resume
A process in which a company operates a property for a fee
Management contract
A room status term indicating that the guest is being
allowed to check out later than the hotel’s standard
check-out time
Late check out
The revenue that would be realized if all the property’s rooms were sold at full rack
rates.
Revenue Potential
An employee who checks the accuracy of front office accounting records ad
complies a salary summary of hotel financial data as part of
the night audit
Night Auditor
A central reservation system that connects independent
(non-chain) properties
Non-affiliate reservation network
A billing arrangement under which the daily rate includes charges for the guestroom and two meals- typically
breakfast and dinner
Modified American Plan
Critical moments when guest and staff interact, offering opportunities for staff to make a favorable
impression, correct mistakes, and win repeat
customers
Moments of truth
The date when a booked meeting rooms should be
taken off hold. A hold periods should not extend beyond the time when they space
can be sold if the commitment is not firmed up
Release Date
An accurate way to determine how a property is
doing against the competition. It is determined by dividing room revenue by
the number of rooms available for sale
Revenue per available room
(REVPAR)
Charged purchases made by guest that are posed to folios after guests have settled their
accounts
Late Charges
A service that allows guest to order an enjoy food in the
privacy of their own guestrooms or suites; it can
be viewed as a status symbol or just a matter of
convenience
Room Service
A central reservations system that contacts to handle
reservations for more than one product line
Intersell agency
Lodging and food service businesses that provide short-
term or transitional lodging and / or food
Hospitality Industry
A folio used to chart transactions on an account assigned to more than one
person or guestroom
Master Folio
A key that opens all guestroom doors which are not double-
locked
Master Key
A form this is supplied by chemical’s manufacturer
containing information about a chemical
Material Safety Data Sheet (MSDS)
What department administers insurance and other benefit
programs?
Human Resources
What does a guest mix refer to?
The variety of guests who stay at a hotel
A reservation agreement in which the hotel agrees to hold a room for the guest until a stated reservation cancellation hour on the
day of arrival
Non-guaranteed reservation
A folio used to chart transactions on an account
assigned to: (1) a local business or agency with charge
privileges at the hotel, (2) a group sponsoring a meeting at the hotel, (3) a former guest with an outstanding account
balance
Non-guest folio
A guest who made a room reservation but did not register
or cancel
No-show
An occupancy ratio that indicated the proportion of
rooms sold to rooms available for sale during a specific period
of time
Occupancy percentage
A measurement of the success of the hotel in
selling rooms
Occupancy ratios
A report prepared each night by a front desk agent which
list rooms occupied that night and indicated guest
who are expected to check out the following day
Occupancy Report
A broad set of rules that protects workers in all trades
and professions from a variety of unsafe working conditions
Occupational Safety and Health Act (OSHA)
A group of ratios that assist in the analysis of hospitality
operations
Operating ratios
A schematic representation of the relationships between positions within an organization, showing where each position fits into the
overall organization and illustrating the decisions of responsibility and
lies of authority
Organizational Chart
Projects future revenue by multiplying predicted
occupancies by current house rates.
Revenue forecast report
An imbalance that occurs when the total of cash and checks in a cash register
drawer is greater than the initial bank plus net cash
receipts
Overage
A property selected to receive central system reservation
request after room availabilities in the system’s participating
properties within a geographic region have been exhausted
Overflow facilities
A guest who pays his or her room charges in cash during registration; PIA guests are often denied in house credit
Paid-in-advance (PIA) guest
A required level of performance that establishes the quality of
work that must be done
Performance standard
Used to track guest folio balances that are settled to a
credit card company
Permanent Folio
A guest who pays his or her room charges in cash during
registration
PIA (paid-in-advance)
A collection of important guest information created by
the front desk agent following the guest arrival
Registration record
A manual record created by the reservations as a result
of the initial inquiry procedures
Reservation record
An operating division or department which sells good for services to guests and thereby
generates revenue for the hotel. The front office, food and
beverage outlets, room service, and retail stores are typical
revenue centers
Revenue center
An operating division or department which does not generate direct revenue but
plays a supporting role to the hotel’s revenue centers
Support center
An acronym for Strengths, Weaknesses, Opportunities,
and Threats
SWOT
An important step in the strategic planning process; its helps companies assess how
well that are serving their current markets
SWOT analysis
A revenue management statistic that measure the
revenue-generating capability of a hotel
Revenue per available room (RevPAR)
The price a hotel charges for overnight accommodations
Room rate
The perception of a property by its guest or potential
guest
Market Position
A report listing rooms that have not been sold at rack rates
Room rate variance report
A situation in which the housekeeping department's
description of a room’s status information that guides front desk employees in assigning
rooms to guest.
Room status discrepancy
A report that allows hotel employees to identify the occupancy, status, and
condition f properties rooms, typically prepared as part of the
night audit
Room status report
Lists, by room type, the number of rooms available
each day (the net remaining rooms in each category)
Rooms availability report
The process of identifying or defining smaller market
segments within the larger marketplace
Market segmentation
Compares actual revenue and expense figures with
budgeted amounts
Rooms division budget report
A lodging market segment that often travels with their families on sightseeing trips, or on trips to visit friends or
relatives.
Leisure travelers
A charge imposed by some hotels on guest who do not
check out by the established check-out time
Late check-out fee
The number of purchase units consumed between the time
that a supply is placed and the time that the order is actually
received
Lead-time quantity
A management strategy in which the same amount of
capacity is offered, no matter how high the consumer
demand
Level-capacity strategy
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
Voucher
A guest who arrives at a hotel without a
reservation
Walk-in
A list of significant points to make when you present
information
Outline
A computerized system, usually located in the hotel lobby, that allows the guest to review his
for her folio and settle the account to the credit card used
at check-in
Self check-out terminal
Used to track “bill to” accounts receivable
Semi-permanent folio
Meeting customer needs in the way that they want and expect
them to be met
Service
An imbalance that occurs when the total cash and checks in a
cash register drawer is less than the initial bank plus net
cash receipts
Shortage
A guest who leave with not intention of paying for the room
Skipper
A printed voucher, usually serially numbered for internal-
control purposes, from the revenue-producing department
showing an amount that is charged to a folio
Source document
Determined by dividing the number of property room nights sold by the total
market room nights sold
Market Share
A folio in which a guest’s charges are separated into two
or more folios
Split folios
A fully automated audit routine that accomplishes many of the
same functions as a non-computerized night audit
System Update
Manages a hotel’s computerized information system. May write simple computer programs and instruction manuals for
employees
Systems manager
The market segments for which a property is best
suited
Target markets
A type of reservation guarantee under which the
hotel generally bills the travel agency after a
guaranteed reservation has been classified as a no-show
Travel agent guaranteed reservation
A sales 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 rooms features, benefits, and his or her
needs.
Upselling
The presence in the workplace of people who differ in gender, culture, race, ethnicity, and other
attributes
Diversity
The standard rate for a particular room is typically
called…
The rack rate
In the night audit, the process of balancing front office
accounts with transactions information by department
Trial Balance
An independent, nonprofit organization that test
electrical equipment and devices to ensure that the
equipment is free of defects that could cause fire or shock
Underwriters Laborites (UL)
A forecast specially prepared for food and beverages, banquet, and catering
operations which generally includes the expected number
of guest
House count
The amount which guest can charge to their accounts
without partial settlement; this high balance amount is set by
the hotel
House Limit
A report the housekeeping department prepares that
indicated the current housekeeping status of each room, based on a physical
check.
Housekeeping status report
Food and beverage service for small groups meetings,
corporate meetings, organizations entertaining guest during conventions, and other occasions, which are typically
held in hotel suites
Hospitality Suite
What key is capable of opening all guestroom doors, even when
they are double locked?
Emergency Key
A property that is not affiliated with any other property, chain,
or corporation
Independent hotel
Legislation that provides consistent guidelines about who is responsible
when third parties suffer because of an intoxicated person actions. Although these acts very form state to state,
bartenders, servers, and owners can often be help jointly liable if minor or
an intoxicated person who then causes injury to others
Dram Shop Acts
Assigned to an in-house guest for the purpose of
charting the guest’s finical transactions with the hotel
Individual Folio
The primary products of hospitality-oriented
organizations
Intangible Products
Part of the marketing audit that includes a written,
unbiased, self appraisal used to assess the strength and weaknesses of a property.
Property Analysis
A journal in which important front office events and
decisions are recorded for reference during subsequent shifts
Log Book
A reservation system that offers seating at specific
intervals; at least 30 minutes must be allowed between
serving periods to clean up, reset tables, and otherwise get ready for the next thing
Interval Reservation
What report projects future revenue by multiplying
predicted occupancies by current house rates?
Revenue forecast report
Generally, the first few letters of a guest’s last
name.
Identification Code
A document that lists the number of guestrooms
allotted to each group and indicated whether the
allotment is firm or tentative.
Guestroom control book
A collection of information kept at the front desk for
front desk agents to use in responding to guest request
Information Directory
A systematic approach to maintenance in which
situations are identified and corrected on the regular basis
control cost and keep large problems from occurring
Preventive maintenance
When booking events, the letter of agreement which list
every detail that the two parties have discussed and
agreed upon
Contract
A process whereby managers divide a varied market into distinctive and relatively
homogenous subgroups or segments
Market segmentation
A printed form from a registration record
Registration card
A modest but sufficient level of service which appeals to the
largest segment of the traveling public
Mid-range service