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1、精品文档就在这里 -------------各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有-------------- -------------------------------------------------------------------------------------------------------------------------------------------- Rooms Division Operations FRONT OFFICE APPLICATIONS MODULES Computer softwa
2、re 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 completed by front office cashiers that lists each receipt or di
3、sbursement 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 booked. FULLY AUTOMATED A computer –based s
4、ystem, 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 package that depends on da
5、ta 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 hotel’s mission GOVERNMENT RATE A special room rat
6、e 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
7、–out time 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
8、 the reservation is properly canceled. Types of guaranteed reservations include pre – payment, credit card, advance deposit, travel agent, and corporate. GUEST ACCOUNT A record of the financial transactions that occur between a guest and the hotel.. GUEST ACCOUNTING MANAGEMENT SOFT –WARE
9、A front office computer application that maintains guest accounts electronically, eliminating the need for folio cards, folio trays, and posting machines. GUEST CYCLE A division of the flow of business through a hotel that identifies the physical contacts and financial exchange between guest an
10、d 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 guest history records, constructed from expired registration cards or created through sophisticate informat
11、ion 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 personal and financial information about hotel guests that (1) is relevant to marketing and sales, and (
12、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 at the hotel. Also called the front office ledger, transient ledger or rooms’ ledger
13、 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 opens a single guestroom door if it is not double –locked.
14、 PAGE 12 OF 32 Room Division Operations HANDICAP ROOM A room with special features designed for handicapped guests. HIGH BALANCE ACCOUNT An account that
15、has reached or exceeded a predetermined credit limit. High balance accounts are typically identified 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..
16、 HIRING PERIOD The time directly after an employment offer up through the new –hire’s initial adjustments 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
17、 property accepts reservations. HOTEL A general term used to describe motels, motor hotels, inns, suite hotels, conference centers, and other operations providing lodging facilities, various services, and conveniences to the traveling public. HOUSE ACCOUNT See Non –Guest Account HOUSE
18、COUNT The forecasted or expected number of guests for a particular period, sometimes broken down into group and non –business. HOUSE LIMIT A credit 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 char
19、ge. HOUSEKEEPING STATUS See Room Status HOUSEKEEPING STATUS REPORT A report prepared by the housekeeping department that indicates the current housekeeping status of each room, based on a physical check.
20、 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 determinin
21、g the average price per room, this approach considers costs, desired profits, and expected rooms sold. IDEAL AVERAGE RATE A room’s 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 de
22、scribe the state when the totals of debit amounts 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 t
23、o award exceptional performance beyond the paycheck. INCENTIVE 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 DIRECTOR
24、Y A collection of information kept at the front desk for front desk agents to use 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 alp
25、habetical index of registered guests used in routing telephone calls, mail, messages and visitor 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.
26、 Page 14 of 3 Room Division Operations INTERNAL CONTROL The policies, procedures, and equipment used in a business to safeguard its assets and promote operational
27、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 evaluate an applicant’s strengths
28、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 necessary equipment
29、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, ski
30、lls 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
31、 MINI –SUITE. KEY 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
32、 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 the hotel’s designated cancellation hour and so notifies the hotel. LATE CHECK –OUT FEE A charge imposed by some
33、 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 line, regardless of carrier. LEDGER A grouping of accounts, LETTER OF CONFIRMATION A letter s
34、ent 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 so that the guest cannot re-enter until he or she is cleared by a hotel off
35、icial. 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 hotel management company. The owner/developer usually retains the
36、 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 (Fixed costs are incurred whether the product is sold
37、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
38、 Page 16 of 32 Room Division Operations Travelers.” MASTER KEY 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
39、microprocessor containing a predetermined sequence of codes; a master console at the front desk stores code sequences for each door. MINI – 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
40、 MISSION STATEMENT A document that states the unique purpose that sets a hotel apart from other hotels. A mission statement expresses the underlying philosophy that gibes meaning and direction to the hotel’s actions , and address the interests of guests, management, and employees. MODIFIED A
41、MERICAN PLAN ( MAP ) A billing arrangement under which the daily rate includes charges for the guestroom and two meals – typically breakfast and dinner. Also called semi – pension. See also American Plan, European Plan. MOTEL A lodging facility that caters primarily to guests arriving by automo
42、bile. MOTIVATION Stimulating a person’s interest in a particular job, project, or subject so that the individual is challenged to be continually attentive, observant, concerned, and committed. MULTIPLE OCCUPANCY RATIO Measurement used to forecast food and beverage revenue, to indicate clean
43、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 Ratio. MULTIPLE OCCUPANCY STATISTICS Occupancy ratios, indicating either a multiple occupancy percentage o
44、r 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 Operations A daily comparison of guest account
45、s ( 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 front office accounting record
46、s 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 guest who is
47、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 fron
48、t office record – 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 t
49、ransactions of a local business 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 a
50、gency with hotel charge purchase privileges, 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. OR
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