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1、Rooms Division Operations FRONT OFFICE APPLICATIONS MODULES Computer software designed for specific front uses.Typical front office applications include reservations,rooms,amagement,guest account and general management modules.FRONT OFFICE AUDIT See Night Audit FRONT OFFICE CASH SHE ET A form comple
2、ted by front office cashiers that lists each receipt or disbursement of cash during a work shift.It is used to reconcile actual cash on hand with the transactions which occurred during the shift.FRONT OFFICE LEDGER See Guest Ledger FULL HOUSE A condition in which every room in the hotel has been boo
3、ked.FULLY AUTOMATED A computer based system,of front office record keeping that eliminates the eliminates the need for many hand written and machine produced forms common in non and semi auto mated systems.GENERAL MANAGEMENT SOFTWARE A front office computer application,usually a report generating pa
4、ckage that depends on data collected though reservation,rooms management,and guest accounting modules.GOAL A definition of the purpose of a department of division that directs the actions of employees and the functions of the department or division toward the hotels mission GOVERNMENT RATE A special
5、 room rate available at some hotels for government employees.GROUP BOOKING PACE The rate at which group business is being booked.GROUP RATE A special room rate for a number of affiliated guests.GUARANTEED RESERVATION A reservation that assures the guest that a room will be held until check out time
6、of the day following the day of arrival.The guest guarantees payment for the room,even Page 11 of 32 Room Division Operations If it is not used,unless the reservation is properly canceled.Types of guaranteed reservations include pre payment,credit card,advance deposit,travel agent,and corporate.GUES
7、T ACCOUNT A 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 electronically,eliminating the need for folio cards,folio trays,and posting machines.GUEST CYCLE A divisio
8、n of the flow of business through a hotel that identifies the physical contacts and financial exchange between guest and hotel employees.GUEST FOLIO A form(paper or electronic)used to chart transactions on an account assigned to an individual person or guestroom.GUEST HISTORY FILE A collection of gu
9、est history records,constructed from expired registration cards or created through sophisticate information about departing guests into a guest history database systems,that automatically direct information about departing guests into a guest history database.GUEST HISTORY RECORD A record of persona
10、l 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 certain guest data for some period of time.GUEST LEDGER The set of accounts for all guests currently registered
11、 at the hotel.Also called the front office ledger,transient ledger or rooms ledger.GUEST LEDGER REPORT A report that carries the current account balances of al registered guests,typically prepared as part of the night audit.GUEST SERVICE REPRESRNTATIVE See Front Desk Agent GUESTROOM KEY A key that o
12、pens a single guestroom door if it is not double locked.PAGE 12 OF 32 Room Division Operations HANDICAP ROOM A room with special features designed for handicapped guests.HIGH BALANCE ACCOUNT An account that has reached or exceeded a predetermined credit limit.High balance accounts are typically iden
13、tified by the night auditor.Also called a high risk account.HIGH BALANCE 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 employment offer up through the new hires initial adjustments
14、to the job.This period involves all arrangements necessary to prepare the new hire and current staff for a successful working relationship.HORIZON The future time frame for which a property accepts reservations.HOTEL A general term used to describe motels,motor hotels,inns,suite hotels,conference ce
15、nters,and other operations providing lodging facilities,various services,and conveniences to the traveling public.HOUSE ACCOUNT See Non Guest Account HOUSE COUNT The forecasted or expected number of guests for a particular period,sometimes broken down into group and non business.HOUSE LIMIT A credit
16、 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 STATUS See Room Status HOUSEKEEPING STATUS REPORT A report prepared by the housekeeping department that indicates the current housekeeping statu
17、s of each room,based on a physical check.Page 13 of 32 Room Division Operations HOUSING/CONVENTION BUREAU A reservations office that coordinates room requirements at several hotels for large conventions.HUBBART FORMULA A bottom up approach to pricing rooms.On determining the average price per room,t
18、his approach considers costs,desired profits,and expected rooms sold.IDEAL AVERAGE RATE A 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 BALANCE A term used to describe the state when the totals of debit amounts
19、and credit amounts for a set of account s are equal.INCENTIVE PROGRAM A 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 performance beyond the paycheck.INCEN
20、TIVE TRAVEL Travel financed by a business as an employee incentive.INCENTIVE TRAVEL See statement of Income.INDEPENDENT HOTEL A hotel with no ownership or management affiliation with other properties.INFORMATION DIRECTORY A collection of information kept at the front desk for front desk agents to us
21、e 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 RACK An alphabetical index of registered guests used in routing telephone calls,mail,messages and visitor
22、 inquiries.The information rack normally consists of aluminum slots designed to hold information rack slips.INEGRATEK SOFTWARE Software that allows several programs to use the same database.Page 14 of 3 Room Division Operations INTERNAL CONTROL The policies,procedures,and equipment used in a busines
23、s to safeguard its assets and promote operational efficiency.INTERSELL AGEMCY A central reservation system that handles reservations for more than one product line.Such as airline companies,car rental companies,and hotel properties.INTERVIEW EVALUATION FORM A form used by the front office manager to
24、 evaluate an applicants strengths and weaknesses.JOB BERAKDOWN A form that details how the technical duties of a job should be performed.JOB DESCRIPTION A detailed list identifying all the key duties of a job as well as reporting relationships,additional responsibilities,working conditions,and any n
25、ecessary equipment and materials.JOB LIST A list identifying all the key duties of a job in the order of their importance.JOB SHARING An arrangement by which two or more part time employees share the responsibilities of one full time position.JOB SPECIFICATIION A list of the personal qualities,skill
26、s and traits needed to successfully perform the tasks outlined by a job description.JOURNAL FORM An 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 SUITE See MINI SUITE.KE
27、Y RACK An 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 32 Room Division Operations A bed approximately 78 inches by 80 inches.LATE ARRIVAL A guest with a reservation who expects to arrive after t
28、he hotels designated cancellation hour and so notifies the hotel.LATE CHECK OUT FEE A charge imposed by some hotels on guests who do not check out by the established check out time.LEAST COST ROUTING A feature of an active call accounting system that directs calls over the least costly available lin
29、e,regardless of carrier.LEDGER A grouping of accounts,LETTER OF CONFIRMATION A letter sent to a guest to verify that a reservation has been made and that its specifications are accurate.LIMITED SERVICE See Economy/Limited Service LOCK OUT A room status term indicating that the room has been locked s
30、o that the guest cannot re-enter until 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 CONTRACT An agreement between the owner/developer of a property and professional hote
31、l management company.The owner/developer 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(Fixe
32、d costs are incurred whether the product is sold or not.)MARKET SEGMENTATION The process of defining or identifying smaller,distinct groups or“segments“within larger markets“corporate business travelers.”For instance,as a segment of“business Page 16 of 32 Room Division Operations Travelers.”MASTER K
33、EY A key which opens all guestroom doors which are not double locked.MICRO FITTED ELECTRONIC LOCKING SYSTEM An electronic locking system in which each door has its own microprocessor containing a predetermined sequence of codes;a master console at the front desk stores code sequences for each door.M
34、INI SUITE A single room with a bed and a sitting area.The sleeping area may be in a bedroom separate from the parlor or living room.Also called a junior suite.MISSION STATEMENT A document that states the unique purpose that sets a hotel apart from other hotels.A mission statement expresses the under
35、lying philosophy that gibes meaning and direction to the hotels actions,and address the interests of guests,management,and employees.MODIFIED AMERICAN PLAN(MAP)A billing arrangement under which the daily rate includes charges for the guestroom and two meals typically breakfast and dinner.Also called
36、 semi pension.See also American Plan,European Plan.MOTEL A lodging facility that caters primarily to guests arriving by automobile.MOTIVATION Stimulating a persons interest in a particular job,project,or subject so that the individual is challenged to be continually attentive,observant,concerned,and
37、 committed.MULTIPLE OCCUPANCY RATIO Measurement used to forecast food and beverage revenue,to indicate clean linen requirements,and to analyze daily revenue rate.Derived from multiple occupancy percentage or by determining the average number of guests per rooms sold.Also called Double Occupancy Rati
38、o.MULTIPLE OCCUPANCY STATISTICS Occupancy ratios,indicating either a multiple occupancy percentage or the average number of guests per room sold.Used to forecast food and beverage ratios,indicate clean linen requirements,and analyze average daily room rates.NIGHT AUDIT Page 17 of 32 Rooms Division O
39、perations A daily comparison of guest accounts(and non guest account having activity)with revenue center transaction information.A night audit,so called because it is usually performed at night,helps guarantee accuracy in front office accounting.NIGHT AUDITOR An employee who checks the accuracy of f
40、ront office accounting records and compiles a daily summary of hotel financial data as part of the night audit.In many hotels,the night auditor is actually an employee of the accounting division.NIGHT SHIFT A hotel work shift,generally 11:00 p.m.to 7:00 a.m.NO POST SHIFT A term used to indicate a gu
41、est who is not allowed to charge purchases to his or her room account.NO SHOW A guest who made a room reservation but did nor register or cancel.NON AFFILIATE RESERVATION NETWORK A central reservation system which connects independent(non chain)properties.NON AUTOMATED A system of front office recor
42、d keeping characterized by the exclusive use of hand written forms.The elements of non automated systems have determined the structure of many front office processes in even the most advanced automated facilities.NON GUEST ACCOUNT An account created to track the financial transactions of a local bus
43、iness or agency with charge privileges at the hotel,a group sponsoring a meeting at the hotel,or a former guest whose account was not settled at the time of departure.NON GUEST FOLIO A folio used to chart transactions on an account assigned to a local business or agency with hotel charge purchase pr
44、ivileges,a group sponsoring a meeting at the hotel,or a former guest with an outstanding account balance.NON GUEST LEDGER See City ledger.OBJECTIVE A measurable end that an organization must achieve in order to effectively carry out its mission.ORCUPANCY PERCENTAGE Page 18 of 32 Rooms Division Opera
45、tions An occupancy ratio that indicates the proportion of rooms sold to rooms available for sale during a specific period of time.OCCUPANCY RATIO A measurement of the success of the hotel in selling rooms.Typical occupancy ratios include average daily rate,average rate per guest,multiple occupancy s
46、tatistics,and occupancy percentage.OCCUPANCY REPORT A report prepared each night by a front desk agent that lists the rooms occupied that night and indicates those guests expected to check out the following day.OCCUPIED A room status term indicating that a guest is currently registered to the room.O
47、N CHANGE A room status term indicating that the guest has departed,but the room has not yet been cleaned and readied for resale.OPEN The status of a date for which a reservation system can still accept reservations.ORGANIZATION CHART A schematic representation of the relationships among positions wi
48、thin an organization,showing where each position fits into the overall organization an illustrating the divisions of responsibility and lines of authority.ORIENTATION A term used to describe the state when the totals of debit amounts and credit amounts for a set of accounts are not equal.OUT OF ORDE
49、R A room status term indicating that the room cannot be assigned to a guest.A room may be out of order for maintenance,refurbishing,extensive cleaning,or other reasons.OUTSTANDING BALANCE The amount the guest owes the hotel or the amount the hotel owes the guest,in the event of a credit balance at s
50、ettlement.OVERAGE An imbalance that occurs when the total of cash and checks in a cash register drawer in greader than the initial bank plus net cash receipts.Page 19 of 32 Rooms Division Operations OVERBOOKING Accepting more reservations than there are available rooms.OVERDUE ACCOUNT A city ledger