| A | B |
|---|
| number of stages in the guest cycle | 4 |
| stage when guest chooses a hotel | pre-arrival |
| reservation record created | pre-arrival |
| reservation, room & rate creates a | guest folio |
| when guest registers | arrival stage |
| guest without reservation | walk-in |
| stage when establishment of credit occurs | arrival |
| PMS | property management system |
| stage when guest interacts with reservations | pre-arrival |
| stage when guest interacts with uniform services | arrival |
| high balance a guest can charge | house limit |
| collection of guest records | guest history file |
| charges posted after check out | late charges |
| list of important events and decsions made earlier | transaction file |
| local area information | information directory |
| display of daily events | reader board |
| summary of activities, billing, etc. for a group | group resume |
| another industry term for transactin file | log book |
| separate guest charges | split folio |
| convention group charges | master folio |
| complaints with hotel equipment problems | mechanical complaints |
| complaints about being treated poorly by staff | attitudinal complaints |
| complaints about long waits for room service | service-related complaints |
| complaints about the rain | unusual complaints |
| where to log complaints | transaction file |
| visual analysis to guest responses to comment cards | guest perception graph |
| stage when guest arrives at the room | occupancy |
| guest accounting completed | departure |
