| A | B |
|---|
| adjoining room | rooms that are side-by-side but do not connect |
| adjustment | a credit given to the guest because of an overcharge in the room rate |
| advance deposit receipt | a slip of paper given to a guest who makes an advance deposit reservation; the receipt proves payment |
| advance deposit reservation | a reservation made for a future date for a hotel and paid for in cash at the time the reservation is made |
| arrival time | the hour by which the guest says he/she will arrive |
| availability | the number of guest rooms open for sale |
| bank | money given to the cashier for making change |
| bellperson | a hotel employee whose primary duty is to carry luggage to and from guest rooms; also helps to keep the lobby clean and neat and may run errands for the front desk |
| block | a room or rooms reserved for an individual or groups |
| book | to sell hotel rooms or banquet functions |
| bucket | (folio) the guest's bill |
| cancellation | the voiding of a reservation by the guest or by the hotel if the guest has not arrived at a designated arrival time |
| cancellation number | a computer cancelled reservation number |
| check-in | all procedures involved in registering a guest |
| check-out | all the procedures involved in the departure of the guest and the payment of his/her account |
| commercial hotel | a hotel catering to a business clientele |
| commercial rate | a reduced rate given to frequent guests; also known as a corporate rate |
| concierge | a hotel employee responsible for attending to guest needs in the hotel and in the community; makes dinner reservations, supplies information about the area, etc. |
| confirmation | a written or oral verification of reservation information |
| confirmation number | a number issued to a guest to confirm a reservation; useful in verifying, changing or cancelling a reservation |
| connecting rooms | adjoining rooms which have a connecting door |
| cut-off-date | the last day a group can add to or change its reservation |
| day rate | a reduced room charge for occupancy when the guest does not stay overnight |
| direct bill | a credit privilege extended to certain companies or guests in which the charges that were incurred are billed to the company or guest |
| double | rate charged for two people who occupy the same room; a room with a double bed |
| double-double | a room with two double or queeen-sized beds |
| double occupancy | two people in room |
| down and out | downstairs room in front of which the guest can park his/her car |
| F & B | food and beverage |
| flag | a signal used to remind the clerk not to rent a particular room because it is being checked by housekeeping or shown by sales |
| flat rage | a rate given to a group or individual which does not vary according to the number of people in the room |
| folio | the guest's bill |
| folio tray | a deep trail in which folios are filed numerically by room number; also called "bucket," "tray" or "tub" |
| forecase | a projection of the occupancy for a future time period |
| forfeited deposit | a deposit kept by the hotel because the guest did not cancel his/her reservation and failed to show |
| franchise | an independently owned hotel that appears to be part of a chain |
| front desk | the physical area in which guests are registered and checked out |
| front office | term including the duties involved in the sale and service of guest rooms and the physical ara known as the front desk |
| full house | 100% accuracy |
| full service | a facility which provides a complete line of services and departments |
| GM | the general manager; the hotel's chief executive |
| group | a number of people acting as one party |
| group reservations | one reservation involving several rooms and a group of people |
| GSM | Guest Service Manager; also known as Desk Manager |
| GSR | Guest Service Repreentative; also known as Desk Clerk |
| Guaranteed No Show (GNS) | a reservation for a guest who does not appear. The guest is billed for payment since he/she promised to come and did not cancel. |
| guaranteed reservation | a reservation in which payment is promised if the guest fails to show up |
| guest bill | folio |
| hospitality industry | the hotel, restaurant or convention business |
| hospitality suite | a room used for entertaining or meetings |
| house | another name for a hotel |
| house call | a call which originates inside the hotel, i. e., one room to another or PBX to the room and vice versa |
| house count | the number of registered guests |
| incidental folio | a folio which contains all charges other than room and tax |
| inside call | a telephone call that originates from within the hotel |
| late charge | a charge which is posted after the guest checks out and must be added to the credit card voucher or direct billed; also a penalty charge for checking out after the official check-out hour |
| lockout | denying the guest access to his/her room because of an unpaid bill |
| mail and key rack | pigeon holes where keys and mail are stored for guests |
| maintenance request form | work order specifying a problem to be repaired |
| master folio (master bill) | charges for more than one room are posted on one folio, if the group so requests. If room and tax only are master billed, individual folios are used for other charges |
| message light | the red light on guests phones which flashes to notify them of messages |
| M. O. D. | manager on duty; manager in charge in the absence of the General Manager |
| morning call | wake up call |
| night audit | a daily reconciliation of accounts receivable which occurs during the third shift |
| no show | a reservation which fails to show by the arrival time |
| occupancy | the number of rooms sold divided by the number available is the percentage of occupancy |
| on change | a vacant, but not clean room, indicated by turning the room rack card to the "on change" position |
| out of order (OOO) | a room which cannot be sold due to a maintenance problem |
| outside call | a call that originates or terminates outside the hotel |
| over and short | refers to a discrepancy between the cash on hand and the cash that should be on hand |
| overbooking | selling mroe rooms than are actually available |
| package | a group of services (rrom and meal or banquet) sold together usually for a reduced price |
| paid out | money refunded to guests for losses in vending machines |
| parlor | the living room portion of a suite |
| pass key | a master key which allows access to a section of rooms |
| PBX operator | Switchboard operator |
| phone rack | an alphabetical listing of guests by room number placed on a revolving file near the switchboard |
| preassign | to block specific rooms for guests prior to their arrival |
| preregistration | procedure in which registration is completed prior to the arrival of the guest |
| preregistration card | a computer-printed card which includes guest name, address, room type reserved and other particulars of the reservation that is signed by the guest |
| projection | forecase |
| property, the property | the hotel and its facilities |
| quote | to state the room rate; usually given when the reservation is made |
| rack rage | the standard rate established for and quoted from the room rack to guests |
| register | the act of completing and signing the registration card when the guest arrives |
| registration card | a blank card containing guest information given to the guest to fill out when he/she arrives |
| resort | a hotel catering to vacationers |
| rollaway bed | a cot placed in a sleeping room to accommodate an extra person |
| room count | the number of occupied rooms |
| rooming list | a list of names of the people in a group that is provided the hotel before the group arrives; used by the hotel to preregister or preassign members of the group |
| room rack | a hotel file which holds and displays room rack cards and the registration card; the status board for occupied, or change, vacant and blocked rooms |
| room rack slip | a form containing guest information that is completed during registration |
| room service | food delivered to the guest room by the dining room assistant (DRA) or a room service waiter |
| safe deposit box | individual boxes in a vault in which guests store valuables and cashiers keep house banks |
| season rate | a higher rate charged when there is a greater demand for rooms |
| service elevator | back elevators for use by employees and suppliers |
| single | room that accommodates one person; the rate charged one person |
| skipper | a guest who leaves without paying all or a portion of his/her bill |
| stayover | a guest who remains beyond the stated date of departure |
| sleep out | a room that is registered but not used and not charged for |
| sleeper | a departed guest whose room rack card remains in the rack; the hotel asumes he/she is still in the room and posts room and tax to the folio |
| studio | a room which does not have an obvious bed |
| suite | one or more connecting bedrooms with a parlor |
| time stamp | a machine that prints the date and time when a piece of paper is inserted |
| travel agent | an individual or company that books rooms for guests and generally receives a 10% commission from the hotel for doing so |
| tub | folio tray |
| turn away | to refuse walk-in guests accommodations because no rooms are available |
| vacancy | room(s) available for sale; less than full occupancy |
| valet service | laundry service |
| wake-up call | service provided to guests who request to be awakened at a certain time |
| walk | to turn guests away because of lack of rooms despite the fact that the guests have reservations |
| walk-in | a guest who has no reservation but requests a room |
