【精编文档】酒店房务部全套术语英文

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 completed 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 booked.

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 package 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 hotel’s mission

GOVERNMENT RATE

A special 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 of the day following the day of arrival. The guest guarantees payment for the room, even

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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.

GUEST 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 division 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 guest 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 personal 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 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 opens a single guestroom door if it is not double –locked.

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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 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..

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 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 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 charge.

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.

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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, 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 describe 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 to 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 DIRECTORY

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 alphabetical 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.

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Room Division Operations

INTERNAL CONTROL

The policies, procedures, and equipment used in a business 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 evaluate a n applicant’s 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 necessary 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, skills 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.

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

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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 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 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 so 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 hotel 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 (Fixed 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

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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 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.

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 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 semi –pension. See also American Plan, European Plan.

MOTEL

A lodging facility that caters primarily to guests arriving by automobile.

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 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 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

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Rooms Division Operations

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 front 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 guest 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 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 transactions 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 agency 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.

ORCUPANCY PERCENTAGE

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Rooms Division Operations

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 statistics, 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.

ON – 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 within 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 – ORDER

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 settlement.

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.

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Rooms Division Operations

OVERBOOKING

Accepting more reservations than there are available rooms.

OVERDUE ACCOUNT

A city ledger account that is unpaid beyond the current billing period, usually between 30 and 90 days.

OVERFLOW FACILITY

A property selected to receive central system reservation requests after room availabilities in the system’s participating properties within a geographic region have been exhausted.

OVERSITAY

A guest who stays after his or her stated departure date.

PACKAGE PLAN RATE

A special room rate for a room as part of a combination of events or activities.

PAID – IN – ADVANCE (PIA ) GUEST

A guest who pays his or her room charges in cash during registration. PIA guests are often denied in – house credit.

PAID –OUT

Cash disbursed by the hotel on behalf of a guest and charged to the guest’s account as a cash advance.

PAYROLL ACCOUNTING SOFTWARE

A back office computer application that processes such data as time and attendance records, pay distribution, and tax withholding.

PERFORMANCE STANDARD

A required level of performance that establishes the acceptable quality of book.

PIA ( PAID – IN – ADVANCE ) LIST

A guest who pays his or her room changes in cash during registration. PIA guests are often denied in –house credit.

PICK – UP ERROR

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Rooms Division Operations

An error in manual and semi-automated systems that occurs when the user enters an incorrect previous balance or transactions value in the process of posting.

POINT OF SALE

The location at which goods or service are purchased. Any hotel department that collects revenues for its goods or services is considered a revenue center and thus a point of sale.

POINT – OF – SALE ( POS ) SYSTEM

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.

POSTING

The process of recording transactions on a guest folio.

POTENTIAL AVERAGE RATE

A collective statistic that effectively combines the potential average single and double rates, multiple occupancy percentage, and rate spread to produce the

average rate that would be achieved if all rooms were sold at their full rack rates.

PRE-REGISTRATION

A process by which sections of a registration card or its equivalent are completed for guests arriving with reservations. Room and rate assignment, creation of a guest folio, and other functions may also be part of pre-registration activity.

PREPAYMENT GUARANTEE

A type of reservation guarantee that requires a payment in full made before the day of arrival.

PRIVATE BRANCH EXCHANGE ( PBX )

A hotel’s telephone switchboard equipment.

PROPERTY DIRECT

A method of communicating reservation requests directly to a hotel, by telephone, mail, property – to – property link, telex, cable, or another method.

PROPERTY MANAGEMENT SYSTEM

A computer software package that supports a variety of applications related to front office and back office activities. See also Front Office Applications.

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