Hotel-Terminology大酒店术语.doc

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(BOH)后勤
Parts of the hotel with which the guest does not normally come into contact with i.e. personnel，housekeeping，Engineering，Accounts，etc.
Back- to- back
Describes a heavy rate of “Check- out” and “Check- in” on the same day. Guarantees Full occupancy at all times.
Bell-Boy/ Bell-Hop/ Bell-man – Staff/ Porter，who assists guests with luggage and conveys messages etc.
Bell Captain Supervisor of “Bell” personnel.
Bell Desk ‘Station’ manned by the Bell-Captain，where Bell-hops may be located.
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.
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.
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 – 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.
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.
City ledger
A ledger of an account which is not paid at the front office cashier but transferred to the accounts department.
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.
Concierge (Origin，Europe))– A knowledgeable (usually bi-lingual) person，who provides information， on entertainment，amusement，transportation，tours，etc in a particular city or town.
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 Room
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.
Controller (‘Comptroller’ [Br.])– The internal accountant for the hotel
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.
Corporate rates – Room rate offered to corporate clients，staying in the hotel.
Credit Card
The card that a guest may use to charge hotel services. I.e. American Express，Dinner’s club，Visa，Master etc.
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
Cross-training– Training employees to perform multiple tasks and jobs， in other areas
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.
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.
Debit
An increase in an asset or a decrease in a liability.
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
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.
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.
Express check out Means by which the guest uses computer technology in a guest room or a computer in the hotel lobby to check out.
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 crewsports 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.
Hollywood Bed
An extra-long bed (80-85inch，instead of the standard 75inch)
Hollywood Twin room
A room with two twin beds ( but a common headboard)，which is meant for two people. If the need arises，the beds can be “bridged” together to make it appear as a single，“ Kingsized” bed.
House use rooms
Non-revenue producing guestrooms occupied either on a permanent or temporary basis under the following conditions:
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.
Job analysis – A detailed listing of the tasks performed in a job，which provides the basis for a “Job Description”.
Job description – A list of required duties to be performed by an employee in a particular job.
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.
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.
Late charges *(AD)–(a) Guest charges that might not be included on the guest folio because of a delay in posting by other departments. (b)Applied to guest who is Checking out after scheduled “Check-out” time. **AD – (After Departure)
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.
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.
Long stay
All long stay reservations(14 days or more) extended the long stay rate / benefits.
Luggage rack – A furniture item provided in guestrooms for placing the guest’s luggage on.
Master Key – A key which opens all locks in the building. Usually held by GM， Engineer and Housekeeper. (There are “Master Keys” for each Department，held by Department Head)
M.I.C.E– Meeting，Incentives，Conventions，Exhibitions. This segment is now a big revenue generator for the hotels. Certain hotels cater specifically to the “MICE” customers.
Mini bar –A private miniature refrigerator，in the guest room,conveniently stocked with a collection of juices，liquor，[lik-er\ li-ˈkər,] and snacks，available for sale. Prices are generally much higher than those in a store.
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