| A | B |
|---|
| the most visible department in a hotel | front office |
| often employs the largest staff in the rooms division | housekeeping department |
| registration record | usually contains information such as a guest’s planned length of stay and intended method of payment. |
| guest cycle | Pre-arrival, arrival, occupancy, and departure are its four stages |
| PBX | The telephone switchboard area that maintains a complex communications network |
| rooms division | often considered the heart and soul of a lodging property |
| uniformed services | Employees who provide the most personalized guest service |
| pre-arrival | The stage during which the guest chooses which hotel to stay in and makes the initial contact. |
| arrival | The stage of the guest cycle that begins when the guest first sees the hotel’s sign and parking lot. |
| occupancy | The stage during which lodging property employees have opportunity to help the property "shine." |
| departure | The stage of the guest cycle that involves check-out and settlement. |
| guest history file | A record of personal and financial information about a guest |
| Bell attendants | Employees who secure luggage, show guests how to use security devices in their rooms, etc. |
| Door attendants | Employees who provide curb-side baggage service and traffic control at the hotel entrance |
| Valet parking attendants | Persons who provide parkeing service for guests’ automobiles |
| Tansportation personnel | Persons who provide transportation services for guests |
| Concierge | A person who assists guests, making restaurant reservations, transporation, and getting theater and sports tickets, etc. |
| accessible room | A room that is designed for guests with disabilities |
| adjacent rooms | Rooms next to each other with no connecting door, or rooms across the hall from each other |
| adjoining rooms | Rooms next to each other, connected by a door |
| balcony room | A room with a glass door behind the curtains, opening to a balcony |
| business class room | A room fthat may include amenities such as a computer modem, immediate priority fax service, etc. |
| double room | A room with two double beds |
| king room | A room with one king-size bed |
| suite | A sitting area connected to one or more bedrooms |
| VIP | A guest who receives special treatment |
