Room status discrepancy – A situation in which the housekeeping department’s description of a room’s status differs from the room status information with the front office. A target against which success can be measured. To ask that a service or product is available only for you at a particular … Reengineering – An organization change that involves the complete redesign of a process within the organization, the goal of which is to achieve a dramatic improvement. Member interaction becomes confrontational and productivity remains low. For example, an occupancy rate of 95% would mean that 95% of a hotels room inventory is presently occupied. Chain of command – A series of management position in order of authority . Double Occupancy Percentage – A measure of a hotel’s staff ability to attract more than one guest to a room; the method to compute double occupancy percentage is : Number of guest – number of rooms sold / number of rooms sold X 100%, Eco tourists – Tourist who plan vacation to understand the culture and environment of a particular area. Commercial cards – Credit cards issued by cooperation, an example of which is Diners Club. In a hotel it refers to “No. SWOT analysis – A brainstorming technique. Service strategy – The effort of a hospitality business to increase guest perceptions of value by consistently meeting or exceeding important guest expectations in critical moment of truth. Agenda – A written plan for a meeting that indicates the date, time, and place for the meeting and the issues to be addressed. Upgrade – Process by which a guest is offered a better room than he/she booked. Terrazzo – Flooring which consists of marble, granite and other decorative chips set in cement. Upsell – Process by which a guest is offered (at a cost) additional services or upgrades (often at the point of purchase or upon arrival to the hotel). For example, a boutique hotel may have different, themed rooms etc. Cycle of service – The progression of a guest’s request for products and service through a hotel’s department. MICE – Meeting, incentives, conventions, exhibitions. Guests may opt for ‘green hotels' who operate with sustainable practices. Hardware – Computer equipment used to process software, such as central processing units, keyboards, monitor and printers. F&B (or F and B) – Food and Beverage. When you make a booking, your contract will be with Tewkesbury Park. For all you hotel receptionists, here are the most commonly used expressions you’ll need to communicate with your international guests. Private label cards – Credit cards issued by retail organization, such as a department store or gasoline company. Business affiliation – Chain or independent ownership of hotels. Rewards can vary, but typically include free stays, dining vouchers etc. Outstanding balance report – A listing of guest’s folio balances. Family rate – room rates offered to encourage visit by families with children. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). Norming – The third stage of team development, during which relationships become cooperative and supportive as members learn that they can work together as a cohesive unit. Bath linen – Include bath towels, hand towels, face towels, washcloths and fabric bath mats. Spotted something Sam's missed? Principle negotiation – A process that helps conflicting parties resolve conflicts in such a way that all parties gain something from the resolution. NS (or No Show) – A guest who doesn't show up, despite having a reservation. Reservation definition is - an act of reserving something: such as. Brainstorming – An idea gathering technique that uses team interaction or generate as many ideas as possible within a given time period. BHA – British Hospitality Association (http://www.bha.org.uk). Daily sales report – A financial activity report produced by a department in a hotel that reflects daily sales activities with accompanying cash register tapes or point-of-sales audit tapes. Posting – The process of debiting and crediting charges and payments to a guest folio. Check-in and Check out. Most motels provide ample parking space and may be located near a petrol station. Supportive communication style – A communication style that combines high sociability with low dominance, characterized by sensitivity , patience and preference for informal interactions. Coaching – A directive process used by a manager to train and orient an employee to the realities of the work place and to help the employee remove barriers to optimum work performance. They are sometimes referred to as comforters. Jacuzzis – Whirlpool ; small pools in which alternate jets of warm water bring about therapeutic effect. Murphy bed – This refers to a bed that folds up into the walls and looks like a bookshelf or cupboard when folded away, being named for a leading manufacturer of such beds. Chain – A group of hotels that follow standard operating procedures such as marketing, reservations, quality of service, food and beverage operations, housekeeping and accounting. Moonlighter – A person who holds a full-time job at one organization and a part-time job at another organization. VisitBritain – The name used by the British Tourist Authority, the tourist board of Great Britain incorporated under the Development of Tourism Act 1969, to promote tourism in Britain. Account receivable – Amount of money owed to the hotel by guests. Convention – A formal assembly of representatives sharing a common field of interest, come together to air their views. Hospitality – The cordial and generous reception and entertainment of guests or strangers, either socially or commercially. House count – The number of persons registered in a hotel on a specific night. May have just completed training or part of a training process. Four keys to principled negotiation are to separate the people from the problem, focus on what people really mean, invent options for mutual gain, and use objective criteria. Leisure travelers – People who travel alone or with others on their own for visits to points of interest, to relatives, or for other personal reasons. Submitted by professionals in the hotel and planner side of hospitality, these were the most common hotel acronyms and abbreviations that professionals need to know. of Guests”. Defection rate – A measure of guest dissatisfaction, expresses as a percentage of guest lost to competitors because of service related problems. Storming – The second stage of team development, characterized by conflict within the group as team members push boundaries and challenge authority. Head Chef – in charge of the kitchen, including Sous Chef(s), Chef de Partie(s) and Commis Chef(s). Refers to restaurant and bar business. This might be via telephone, website, email etc. MCI – Meetings, Conventions and Incentives. Dry Cleaning – The cleaning of fabrics in a substantially non-aqueous liquid medium. Cashier – A person who processes guest check outs and legal tender and make change for guest. ), BAR – Best Available Rates (typically rates that are the ‘best available' at the time of booking, often these are short lead bookings). Corporate Rates – Rates negotiated by corporates/companies with a hotel or sales team. Guest essentials – items that are essential to the guestrooms and are not expected to be used up or taken away by guest. Damp-dust – A method of cleaning where the item to be cleaned is wiped with a damp cloth. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, … Open section – A group of rooms that is not part of a room section for cleaning purposes. ; LDW - loss damage waiver – Supplementary car rental insurance that covers theft, vandalism, and accident damage. LOS (or Length of Stay) – The duration of a guests visit. Bottom up – A sales method that involves presenting the lest expensive rate first. Minutes – A written summary of the events and actions of a meeting. You might come across terms such as 1000 Pax Wedding, 20 Pax Restaurant Reservation, 03 Pax per room pertaining to the number of people involved in each case. Double Locked (DL) – An occupied room in which the deadbolt has been turn to prohibit entry from the corridor. Modified American Plan – A room rate that offers one meal with the price of a room rental. Duvet – Quilts filled with down feather or synthetic fibres. Late Check Out – When a guest leaves the hotel later than the agreed time of departure. Contact us today to build your career, grow your team and your business. FOH (or Front of House) – Generally refers to guest facing staff within the reception area of the hotel. For example; linen, cleaning supplies and so on, are important housekeeping inventories. Room assignment sheets – The room assignment sheet indicates the rooms that the particular GRA has to service, giving their status as indicates in the daily work report. American plan – A room rate that includes meals, usually breakfast and evening meal as well as room rental in the room rate. Laissez faire – A style of leadership where a leader believes in delegating assignments and important task to others in the team. Front of the house – The functional areas of the hotel in which employees have extensive guest contact, such as food and beverage outlets and front office areas. Lead Time – The length of time between when a booking is made and the actual stay date. Rack Rate – The standard or default rate for a room, before any discounts (for example, advance purchase discounts) are applied. Walk In – A guest that hasn't pre-booked, but simply walks in and reserves a room. Blocking on the horizon – Reserving guest rooms in the distant future. Room Inventory – the volume of rooms available to be sold. Corporate rates – Room rate offered to corporate clients staying in the hotel. vacancy — This means space is available. Just in time training – A process that provides training when it is needed. Synonyms: booking [British], advance booking, prior arrangements More Synonyms of reservation 3. countable noun Limited Service – A hotel that may not offer the full range of services typically expected of a hotel. Benchmarking – comparing your hotel against competitors. Antique – Antique furniture belongs to the period before 1840, though nowadays any pieces of furniture that is more than 100 years old is considered an antique. Common GDS include Sabre, Galileo and Amadeus. Distance learning – learning that takes place via satellite broadcasts, Picture Tel, or online computer interaction. Moment of truth – Any episode in which a customer comes into contact with some aspect of an organization and gets an impression of the quality of its service : considered to be the basic atom of service, the smallest indivisible unit of value delivered to customer. Debit balance – An amount of money the guest owes the hotel. For example, telephone calls or mini bar charges that weren't determined before the guest left. Force field analysis – A planning technique that helps you identify and visualize the relationships of significant forces that influence a situation, problem or goal. Some corporates may select a hotel based on its sustainable practice. Room status report – A report that allows the housekeeping department to identify the occupancy or condition of the property’s rooms. Electronic key – A plastic key with electronic codes embedded on a magnetic strip. Credit balance – Amounts of money a hotel owes guests in future services. Point of sale – An outlet in the hotel that generates income such as a restaurant, gift shop, spa etc. Back of the house – The functional areas of the hotel in which employees have little or no guest contact, such as the engineering and maintenance department, laundry room and so on. Late charges – Guest charges that might not be included on the guest folio because of a delay in posting by other department. Overbooking – Accepting reservations for more rooms than are available by forecasting the number of no show reservations, stayovers, understays, and walk ins, with the goal of attaining 100 percent occupancy. Empowerment – The redistribution of power within an organization that enables managers, supervisors, and employees to perform their jobs more efficiently and effectively with the overall goal of enhancing service to guest and increasing profits for the organization by releasing decision-making responsibility, authority and accountability to every level within the organization. Boutique Hotels – Generally refers to smaller, luxury hotels that differentiate themselves by their service and product offering. Room Only – A rate for the room only, no extras included. Changes in this status should be promptly communicated to the front office in order to maximize room sales and revenue. Operating Budgets – These forecast the expense and revenues for the routine operations of the hotel during a certain period. Military and Educational rate – Room rate established for military personnel and educators. Complimentary rate – A rate in which there is no charge to the guest. Ergonomics – The study of how people relate psychologically to machines. Independent hotel – A hotel that is not associated with a franchise. Debit – An increase in an asset or a decrease in a liability. Floatels – Hotel establishments being operated on large water bodies such as seas and lakes. Average Daily Rate ( ADR ) – A measure of the hotel staff’s ability to sell available room rates; the method to compute the ADR is : Balance sheet – An official financial listing of assets, liabilities and owner’s equity. DBB – Rates that include Dinner, Bed and Breakfast. Par level – The standard number of each inventoried item that must be in hand to support daily, routine housekeeping operations. E.g) A hotel restaurant achieved 30 covers (30 people dined) CRM – Customer Relationship Management. Process consultation attempts to improve the relationship between the parties to the point that they can resolve the conflict themselves. The hotel reservation system can be synced, not only with your current website, but also with Facebook. Internal moment of truth – A specific event, situation, or interaction in which anyone employed by a company comes into contact with some aspect of the company that contribute to the quality of his or her work experience. Transforming – The fifth and final stage of team development, when the group is either preparing to disband or facing a major change in its mission, membership, or environment. The eHotelier Academy provides the structured framework to support yours and your team's professional growth through online resources and professional development programs created in collaboration with industry leaders and curated by academics, customizable to your organization's standards and requirements. Folio – A guest’s record of charges and payment. Only a grandmaster key or an emergency key can open it. Please also check another Housekeeping Terminology 2. Telephone: 800-916-4339: Email [email protected] Write: Reservations.com c/o Benjamin & Brothers LLC 390 North Orange Avenue, Suite 1605 Orlando, FL 32801 Limited service – A level of service provided by a hotel with guest room accommodations and limited food service and meeting space. Above the Line: Commission received from advertising like T.V., radio, posters, and press. Outsourcing – Provision of service to the hotel, for example; a central reservation system by an agency outside of the hotel. Commonly automated to include pre and post stay elements, along with loyalty programmes etc. Back to back – Describes a heavy rate of check outs and check ins on the same day, so that as soon as room is made up, a new guest checks into it. Call accounting – A computerized system that allows for automatic tracking and posting of outgoing guest room calls. Package Rate – Room rate that include goods and services in addition to rental of a room. Operating supplies – The items essential to day-to- day housekeeping operations, including guest supplies and cleaning supplies. Fixture – Hardware items present in guestrooms that cannot be moved or are difficult to move as a whole since they are fixed in position. Common GDS include Sabre, Galileo and Amadeus. CRO (CENTRAL RESERVATION OFFICE):- It can be in the hotel itself or can be another booking … Budget – A budget is a plan that projects both the revenue that the hotel anticipates during the period covered by the budget and the expenses required to generate the anticipated revenues. All rates are subject to … In-house laundry – A hotel-operated department that launders linens, uniforms, bedspreads etc. The general booking terms of Visita apply. Forming – The first stage of team development, characterized by cautions, limited member participation, dependence on the leader and low productivity. 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