| A | B |
|---|
| a division of the flow of business through a hotel that identifies the physical contacts and financial exchanges between guests and hotel employees. | guest cycle |
| a form (paper or electronic) used to chart transactions on an account assigned to an individual person or guestroom. | guest folio |
| a collection of records, constructed from expired registration cards or created through sophisticated computer-based systems, that automatically direct information about departing guests into a database. | guest history file |
| a journal in which important front office events and decisions are recorded for reference during subsequent shifts. | log book |
| 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 directory |
| a folio in which a guest's charges are separated into two or more folios. | split folio |
| a folio used to chart transactions on an account assigned to more than one person or guestroom, usually reserved for group accounts; | master folio |
| guest complaints that relate to hotel equipment malfunctions. | mechanical complaints |
| guest complaints resulting from rude or tactless staff members. | attitudinal complaints |
| guest complaints related to problems with hotel service. | service-related complaints |
| guest complaints related to circumstances over which the hotel generally has little or no control. | unusual complaints |
| procedures such as a letter or phone call from the front office manager expressing regret about a guest complaint or incident that are a good way to promote goodwill and demonstrate concern for guest satisfaction. | follow-up procedures |
| a key that opens all guestroom doors, even when they are double-locked. | emergency key |
| a key that opens all guestroom doors that are not double-locked. | master key |
| an amount of money given to a cashier at the start of each workshift so that he or she can handle the various transactions that occur | cash bank |
| replaces traditional mechanical locks with computer-based guestroom access devices. | electronic locking system |
| function performed by hotel personnel to enhance security that includes closed-circuit television cameras and monitors. | surveillance |
