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1、HOTEL(酒店)术语HOTEL(酒店) 术语AccommodationDescription of bed-type and location of a particular room.Adjoining roomAdjacent rooms that are not serviced by a connecting doorAdvance depositMoney requested by the guest service assistants at check-in of a guest who did not make an advance reservation and who i
2、s unable to produce any of the credit cards acceptedAmenityA gift for the guest with complimentary of the hotelArrival dateDate of check-inArrivals-guestsNumber of room check-ins for the periodAvailable roomsTotal number of units excluding permanent house use and complimentary and “OOO” roomsAuthori
3、zation approval codeA code given by credit card company to the hotel to indicate that they have extended credit limit for one ofits cardholderBack of the houseParts of the hotel with which the guest does not normally come into contact with, i.e, personnel, housekeeping, engineering, accounting, etc.
4、Billing instructionsSpecific instructions related to the settlement mode of the guests chargesBlockRoom or rooms that are being held for the guest on o certain date.Booked to capacityRefers to s situation when the hotel has accepted the maximum number of reservations and is unable to take any more w
5、ithout being placed in an overbooked situation.BrunchA meal served after breakfast but before lunch and taking the place of bothBucketThe space allocated for printed folios, located at cashier stationsCancellationA reservation, which is no longer required by the client. Non-guaranteed reservations w
6、ill be released by 6pmon day of arrival. For guaranteed reservations, no charge will be levied if booking is cancelled before 6pm of scheduled arrivalCash creditWritten verification of cash received from a guest and applied to his account.Cash paid-outMoney disbursed for guests, either loans or adva
7、nce and charge to their accountsCheck-inGuest arrives and registers inCheck-outGuest departs and settles the billCheck-out timeTime designated by hotel for guest to vacate his room at completion of stay. Check-out time normally is 12:00 noonCheck-out print outA print out of bills for the guest perus
8、al before he settles the amount stated either by cash or credit cardCity ledgerA ledger of an account which is not paid at the front office cashier but transferred to the accounts department CommissionsMoney sent to bona-fide travel agents as payment for sending guest to a hotel. It is based on a pe
9、rcentage of the room rate (usually 10%), excluding service charge and prevailing government taxes.ComplimentaryRooms given free for business promotion purposes (e.g. familiarization groups and travel agents); these free of charge rooms must be authorized by general manager/resident manager/director
10、of marketingConfidential stayGuest requesting for his stay to be “unlisted” or “not registered”ConfirmationA written agreement from hotel to a future guest, showing details of the reserved accommodationConnectingAdjacent rooms that are serviced by connecting doorContracted ratesSpecially negotiated
11、room or meal rates or package rates between a company (usually travel agents or airlines) and the hotel for a specific duration. These rates are often confidentialConvention / AssociationsMeeting group of 10 rooms or more booked by a corporation but not for incentive purposesCorporate rateRate set b
12、y the hotel for all guests whose bookings are made by a company which is listed on the hotel corporate account listCredit cardThe card a guest may use to charge hotel services to, i.e. American Express, Diners Club, Visa, Master, etc. Credit refundA refund of cash deposit, which was obtained from gu
13、est upon check-in, guest is to acknowledge receipt ofthe credit balance on the system generated paid-out voucher. Refunds of all other credit balances e.g.prepayment/deposit paid by travel agents/companies should only be issued by the accounting department.CribA baby or baby cotCut-off dateDesignate
14、d day when meeting planner (upon request) must release or add to function room or bedroom commitment; standard practice is minimum of 30 days prior to meeting date. For most groups, rooming lists should be sent to the hotel at least two weeks prior to arrivalDaily reportA set of report prepared for
15、management by the midnight shift daily, management uses these report on hotelstatistics in their daily planning, forecasting and marketingDay use roomRooms only use during the day but not for overnight in calculating the number of rooms used for occupancy,a room that is used twice in the same day is
16、 counted as being only used onceDay rateAmount charges for accommodation used during the day, but not overnight, usually at 50% off rack rateDead moveRoom change when guest is not in room, to be carried out in the presence of a senior staff, preferably a lobby guest services manager or a security of
17、ficerDefinite statusRooms which are confirmed and taken out of general inventoryDepartureDate of check-outDepartures-guestsNumber of guest check-outs for the periodD.N.DA special request by guest who did not wish to be disturbedDouble lockedDoor if secured from inside by guest and cannot be opened b
18、y room attendant supervisor, it can be double locked by assistant manager and security office for a special reasonDouble roomingWhen two unrelated guest are mistakenly accommodated in the same roomDowngradeMoving a guest to a lower category room and decreasing his rateDue inNumber of expected guests
19、/rooms for the dayDue outRoom expected to vacatedDuplicate folioFolio that has several copies duplicated for control purpose i.e. guest folio, deposit receipt, room bills etcDid not check-outA condition where a room is found vacant, but guest did not settle his account prior to leaving hotelDirect b
20、illA pre-arranged process approved by credit of sending the guests bill to a company/travel agent after he haschecked outDiscountPercentage taken off from rack room rate, e.g., corporate rate, travel agent rate, airline rate, etcDouble-lockedGuestroom door is bolted from the inside and cannot opened
21、 with a key, before knocking on any guest room door, housekeeping staff must first test the door lock button which indicates if the door is double-locked, do not knock on double-locked doorsDoubleTwo double-sized beds in one roomEarly arrivalRefers to guest checking in before 12 noonEarly morning ar
22、rivalEarly morning arrival is subject to space availability (6am start to day), if a client informs the hotel that he is arriving early, he must be informed that check-out time is not until 12noon and we cannot guarantee the room before then., we will, however, do our utmost to have a room ready as
23、soon as possible, if the room the night before to ensure immediate availability on arrivalExtra bedA portable single bed which can accommodate an additional guest, also known as rollaway bedExtra rateApplies to third person in room and not extra bed, extra person / bed rate to be waived for suite oc
24、cupantsExtend stayAn in-house guest who is excepted to check-out, extend his stay of a day or more depending on the rooms availabilityFloatThe amount of cash a cashier has at his/her disposal for the dayFlat rateSpecific room rates for a group agreed upon by the hotel and group in advanceGuest folio
25、Statement of the guests hotel chargesGuest historyRecords showing details of guest previous visits to our hotel, e.g. address, length of stay, credit card used, room preference, smoking, non-smoking, etcGuest type codeDifferentiates amongst various types of guests to allow for delivery of specific a
26、menities and servicesHot cardA credit card which has been report lost or stolenHouse statusThis term indicates the occupancy of the hotel at any time of the day, expressed in either actual rooms or percentageLost and foundAn area under the jurisdiction of housekeeping for the control and storage of
27、lost-and-found itemsNight auditA daily reconciliation of accounts receivable that is completed during the midnight shiftNet rateA non-commissionable rate, inclusive of service and prevailing tax chargeNo-showGuest who did not arrive when accommodation was reserved, guaranteed no-shows are not to be
28、checked into the PMS to capture occupancy, the front office manager consultation with the director of marketing, is to advise the credit manager the following day, which guaranteed no-show to be charged, all relevant correspondences are to be attached to the no-show report and submitted to credit ma
29、nager for proper bulling OccupancyOccupancy is determined by dividing the total occupied rooms (excluding house use, including complimentary rooms)by the total availability roomsOut Of Order room(OOO)Those rooms removed from saleable inventory due to renovation, temporary fault or problem rendering
30、them unfits for occupancy, also includes rooms under repair or waiting for repairsOut Of Service room(OOS)Rooms temporarily blocked off for minor repair works, e.g., servicing of air-conditioners, general cleaning;or rooms temporarily closed off due to low occupancy (these OOS rooms do not affect th
31、e occupancy forecast)Petty cashSmall cash fund used for minor cash payments and periodically reimbursedPlus, plusShort terms for addition of service charge and government tax to the bill or pricePackageA combination of a room, meal, or other services sold in one rate, i.e.Packages/PromotionPackages/
32、promotions created by the individual hotel usually for a limited time with certain restrictionsRouting instructionsProcess whereby billing instructions are set in guests reservationsSleep outWhen a guest keeps the room but does not stay inSkipWhen the room is vacant but the bill is not settledSame d
33、ay reservationRefers to reservations made for todays arrivalShare withTwo or more guests occupying the same room but with separate accounts or foliosSuiteAccommodation consisting of one or two bedrooms and a connecting sitting room (parlor)Pledge relocatesRooms for guests housed at another hotel, bu
34、t paid for by your hotel as a result of the hotel not being able to honor a guaranteed reservationPOSPoint of salesProfileA master record of details of a guest/company, travel agent, e.g. name, address, telephone number, guesthistory, etc.RebateAn adjustment made to the guest folio, this is always a
35、 negative figure and is an adjustment due to unsatisfactory services or for a posting errorRate changeAn occupied room, which rate is changed due to certain reasonRoom changeWhen a guest moves from one room to another during his stayRackPublished ratesRoom revenueGross revenue derived from the sale
36、of guestrooms to guests(part day, full day, week or linger occupancy)at quoted rates, includes rental of guest rooms and suites for food and beverage functions, revenue should be stated net of allowances, allowances represent rebates and overcharges of revenue not known at the time of sale but adjus
37、ted at a later date, where packages are sold inclusive of meals transportation and other services, which are normally sold separately, the revenue, should be allocated to the relevant departments providing the service in accordance with guidelines issued by corporate officeTravel agent voucherDocume
38、nt used by the travel agent to instruct the hotel to provide accommodation or meals and payment is to the travel agentTentative statusRooms that have not been taken out of room inventory, pending a signed contract or letter of intent confirmationTravel agents commissionsCommission paid to authorized
39、 agents for room business secured usually based on a percentage of the room rate multiplied by the number of room nights producedUpgradeSituation where a guest is given a higher-priced room with no adjustments to the confirmed rateUpsellMoving a guest into a higher-price room in the hotel with a rat
40、e increaseVacant roomSaleable guestroom that is not occupiedVIPA person designated by management to receive special treatmentVoucherDocument used to record debits or credit posted to a room accountWalk-inGuest requesting accommodation at the front desk without prior reservationWholesaleAll individual reservations made by travel agencies or airlines on special contracted rate.