lodging management

Lodging Management

Year 1A Electronic Flashcards

A file that holds information needed for serving a client’s basic business needs. The

File is started at the time of initial contact with a prospective client

Account File

A network for communication reservations in which each

participating property is represented in a computer system data base and is

required to provide availability data to the central reservations

center on a timely basis

Central Reservation System

When people in authority must accept responsibility for their decisions and be able to justify their actions to those above them in the chain of

command.

Accountability

Properties that are affiliated with others.

Chain Property

A management strategy in which capacity can, to a

limited extent, be varied to suit the level of demand

Chased-demanded strategy

Responsible for a hotel’s physical operation and

maintenance

Chief engineer

Something that could cause harm over a long period

Chronic Hazard

A report, typically prepared by the night auditor, that

summarizes the hotel’s financial activities during a 24-hour period

and provides insight into revenues, receivables, operating statistics, and cash transactions

related to the front office

Daily Operations Report

The collection of all non-guest accounts, including

house accounts and unsettled departed guest

accounts

City Ledger

Constructed for each revenue center and used to track all transactions posted to other

folios

Control Folio

An upgrading/upselling method used when a guest has already

made a reservation or has requested a low-priced room.

During the registration process, the agent can suggest extra amenities or a higher priced

rooms.

Bottom-up method

A type of reservation guarantee in which the

corporation signs a contractual agreement with the hotel to accept financial

responsibility for any no-show travelers it sponsors

Corporate guaranteed reservation

A type of guarantee supported by credit card

companies

Credit Card Guaranteed Reservation

Compare a guest’s current folio balance with a credit

limit(also called house limit) that is predetermined by management officials.

Credit monitoring routine

Turning away a guest who has a reservation because of a lack

of rooms

Walking

The ratio of actual rooms revenue to potential rooms

revenue

Yield Statistic

How often should equipment wires and connections be

checked?

Periodically

The structure of authority where each higher level

carries more responsibility and greater authority than

the levels below them

Chain of command

Individuals or families moving to an area and required lodging until

permanent housing can be found

Long-term stay/relocation guest

Delegate who stay in hotels where a negotiated package price covers rooms, meals,

and function

Convention and association groups

Business travelers whose rooms are booked or blocked by their company or a travel agency; they usually stay for

two to four days

Corporate Groups

An approach to setting prices whereby the hotel

determines its actual cost, then adds on a reasonable percentage to arrive at the

final retail price.

Cost-plus pricing

Job task that is fundamental to a position

Essential functions

Sheryl has just sold a block of 12 rooms that will be held each night for passengers who get bumped from flights. What

guest segment has Sheryl sold to?

Airline-related guests

The number of room nights the specific property would

sell if demand were distributed based on the number of rooms in each

property in the local marketplace

Fair share

A device linked to the hotel telephone system that

accurately accounts for guest telephone calls by identifying each phone number dialed fro

guestroom telephones and tracking charges

Call Accounting System (CAS)

Businesses that produce “products” or services that cannot be inventoried or

stored for future use.

Capacity-constrained business

Replaces traditional mechanical locks with

computer-based guestroom access devices

Electronic Locking System

In a hotel, who would typically be in charge of computerized

information systems?

Systems Manager

An amount of money given to a cashier at the start of each work shift so that he or she

can handle the carious transactions that occur

Cash Bank

Which type of analysis helps a property discover profitable

guest groups being overlooked by the property,

competitive benefits or advantages, and weaknesses in the marketing strategies or

other properties?

Competition Analysis

A credit card arrangement, normally established through correspondence between a guest or a company and the

hotel, in which the hotel agrees to bill the guest or the

company for the charges incurred

Direct Billing

Guest expected to check out on a given day who have not

yet done so

Due-Outs

A key that opens all guestroom doors, even when

they are double locked

Emergency Key

A billing arrangement under which meals are priced separately from rooms

European Plan

A pre-departure activity that involved the production and early morning distribution of

guest folios for guest expected to check out that

morning

Express Check-out

The process of recording transactions on a guest folio

Posting

An approach to settling prices whereby companies determine what customers want and are willing to pay- and then figure out a way to

deliver it.

Customer-based pricing

A computer software package that supports a variety of

applications related to front office and back office activities

Property Management System (PMS)

The standard rate established by a hotel for a particular

category of rooms

Rack rate

The practice of influencing a guests’ purchases decision by highlighting available choices and using sales

phrases.

Suggestive Selling

A computer network that allows electronic cash

registers at the hotel’s points of sale to communicate

directly with a front office guest accounting module

POS (point-of-sale) system

A type of reservation guarantee that required a payment in full

before the day of arrival

Prepayment guaranteed reservation

A brief statement explaining why the team exist and how it contributed to the overall

goals of a department or organization

Mission statement

A code generated by an online credit card verification service, indicating that the requested transaction has

not been approved

Denial Code

An episode in which the customer comes into contact

with any aspect of the organization and gets an

impression of the quality of its service

Moment of truth

A level of service which stresses the personal

attention given to guests.

World-class service

A measurement used to forecast food and beverage revenue, to indicate clean linen requirements, and to analyze daily revenue rate

Multiple occupancy ratio

The amount of cash and checks in the cashier’s

drawer, minus the about of initial cash bank

Net cash receipts

A daily comparison of guest accounts (and non-guest

accounts have activity) with revenue center transaction

information

Night audit

A division of the flow of business through a hotel that

identifies the physical contracts and financial exchanges

between guests and hotel employees

Guest Cycle

A form used to chart transactions on an account assigned to an individual

person or guestroom

Guest Folio

A collection of guest history records, constructed from the expired registration cards or

created through sophisticated computer based systems, that

automatically direct information about departing

guest into a guest history database

Guest History File

A record of personal and finical information about hotel guest relevant to

marketing and sales that can help the hotel serve the

guest on return visits

Guest history record

An acceptable amount of work that must be done

within a specific time frame according to an established

performance standard.

Productivity standard

What report would an executive housekeeper use to determine the number of check-out rooms that need

to be cleaned?

Occupancy Report

A service or item offered to guests or placed in

guestrooms for convenience and comfort at not extra

cost.

Amenity

A type of reservation guarantee that required the

guest to pay a specified amount of money to the

hotel in advance of arrival

Advance deposit guaranteed reservation

A hotel chain’s reservation system in which all

participating properties are contractually related

Affiliate Reservation Network

A posting or closed-circuit broadcast of daily events at

a hotel

Reader board

A code generated by an online credit card verification service, indicating that the requested transaction has

been approved

Authorization code

A billing arrangement under which room charges include

the guestroom and three meals; also called full

pension

American Plan

To settle in full the balance of a folio account as the guest

checks out

Zero Out

Independent hotels which have banded together for some common purpose

Referral group

Permits another party (the franchisee) to sell products or services in the name of a

specific company

Franchising

The functional area of the hotel in which employees

have extensive guest contact

Front of the house

A hotel pricing system used to track advanced bookings

and then lower or raise prices accordingly to yield the maximum room revenue

Yield Management

The formula used in posting transactions to front office

accounts: Previous Balance + Debits – Credits = Net Outstanding

Balance

Accounting posting formula

Something that could cause immediate harm

Acute Hazard

An occupancy ratio derived by dividing net rooms

revenue by the number

Average Daily Rate

An occupancy ratio derived by dividing net rooms

revenue by the number of guest

Average rate per guest

The practice of suggesting more expensive(and often better quality) items than

those the guest first mention

Upselling

The functional areas or the hotel in which employees

have little or no guest contact, such as engineering

and maintenance

Back of the House

A statement of all transaction affecting the balance of a

single account

Folio

Directs the production and service of food and

beverages

Food and Beverage Manager

What employers must do to make the workplace

accessible to people with disabilities, unless doing so imposes an undue hardship

on the employer

Reasonable accommodations

The variety, or mixture, of guests who stay at a hotel

Guest mix

An easy and effective upgrading/up selling method used to sell middle-

rate rooms to guest who might otherwise choose a lower rate. The

reservations provides the guest with a choice of three or more rate-

category alternatives and puts no pressure on the guest.

Rate-Category-alternatives method

Which report list rooms that have been sold at other than

their rack rate?

Room rate variance report

The number of rooms occupied by more than one guest divided

by the number of rooms occupied by guest

Multiple occupancy percentage

OSHA’s regulation requiring employers to inform employees about possible hazards related to chemical they use on the job

Hazard Communication (HazComm) Standard

An upgrading/up selling method used to encourage guest to reserve middle- or

high-rate rooms.

Top-down method

Short-term planning that approximates the number of rooms available for sale on

any future date

Forecasting

A form completed by front office cashiers that list each receipt or disbursement of cash during a work shift

Front office cash sheet

The chief operating officer of a hotel or restaurant

General Manager

A reservation that assures the guest that a room will be held until checkout time of the day

following the day of arrival

Guaranteed reservation

A detailed report that list every job task performed by all housekeeping employees

Job Safety Analysis

A distribution channel for reservations that provides

worldwide distribution of hotel reservation information and

allows selling of hotel reservation around the world

Global Distribution Systems (GDS)

A summary of all a group’s activities, billing instructions, key attendees, recreational arrangements, arrival and

departure patterns, and other important information

Group Resume

A process in which a company operates a property for a fee

Management contract

A room status term indicating that the guest is being

allowed to check out later than the hotel’s standard

check-out time

Late check out

The revenue that would be realized if all the property’s rooms were sold at full rack

rates.

Revenue Potential

An employee who checks the accuracy of front office accounting records ad

complies a salary summary of hotel financial data as part of

the night audit

Night Auditor

A central reservation system that connects independent

(non-chain) properties

Non-affiliate reservation network

A billing arrangement under which the daily rate includes charges for the guestroom and two meals- typically

breakfast and dinner

Modified American Plan

Critical moments when guest and staff interact, offering opportunities for staff to make a favorable

impression, correct mistakes, and win repeat

customers

Moments of truth

The date when a booked meeting rooms should be

taken off hold. A hold periods should not extend beyond the time when they space

can be sold if the commitment is not firmed up

Release Date

An accurate way to determine how a property is

doing against the competition. It is determined by dividing room revenue by

the number of rooms available for sale

Revenue per available room

(REVPAR)

Charged purchases made by guest that are posed to folios after guests have settled their

accounts

Late Charges

A service that allows guest to order an enjoy food in the

privacy of their own guestrooms or suites; it can

be viewed as a status symbol or just a matter of

convenience

Room Service

A central reservations system that contacts to handle

reservations for more than one product line

Intersell agency

Lodging and food service businesses that provide short-

term or transitional lodging and / or food

Hospitality Industry

A folio used to chart transactions on an account assigned to more than one

person or guestroom

Master Folio

A key that opens all guestroom doors which are not double-

locked

Master Key

A form this is supplied by chemical’s manufacturer

containing information about a chemical

Material Safety Data Sheet (MSDS)

What department administers insurance and other benefit

programs?

Human Resources

What does a guest mix refer to?

The variety of guests who stay at a hotel

A reservation agreement in which the hotel agrees to hold a room for the guest until a stated reservation cancellation hour on the

day of arrival

Non-guaranteed reservation

A folio used to chart transactions on an account

assigned to: (1) a local business or agency with charge

privileges at the hotel, (2) a group sponsoring a meeting at the hotel, (3) a former guest with an outstanding account

balance

Non-guest folio

A guest who made a room reservation but did not register

or cancel

No-show

An occupancy ratio that indicated the proportion of

rooms sold to rooms available for sale during a specific period

of time

Occupancy percentage

A measurement of the success of the hotel in

selling rooms

Occupancy ratios

A report prepared each night by a front desk agent which

list rooms occupied that night and indicated guest

who are expected to check out the following day

Occupancy Report

A broad set of rules that protects workers in all trades

and professions from a variety of unsafe working conditions

Occupational Safety and Health Act (OSHA)

A group of ratios that assist in the analysis of hospitality

operations

Operating ratios

A schematic representation of the relationships between positions within an organization, showing where each position fits into the

overall organization and illustrating the decisions of responsibility and

lies of authority

Organizational Chart

Projects future revenue by multiplying predicted

occupancies by current house rates.

Revenue forecast report

An imbalance that occurs when the total of cash and checks in a cash register

drawer is greater than the initial bank plus net cash

receipts

Overage

A property selected to receive central system reservation

request after room availabilities in the system’s participating

properties within a geographic region have been exhausted

Overflow facilities

A guest who pays his or her room charges in cash during registration; PIA guests are often denied in house credit

Paid-in-advance (PIA) guest

A required level of performance that establishes the quality of

work that must be done

Performance standard

Used to track guest folio balances that are settled to a

credit card company

Permanent Folio

A guest who pays his or her room charges in cash during

registration

PIA (paid-in-advance)

A collection of important guest information created by

the front desk agent following the guest arrival

Registration record

A manual record created by the reservations as a result

of the initial inquiry procedures

Reservation record

An operating division or department which sells good for services to guests and thereby

generates revenue for the hotel. The front office, food and

beverage outlets, room service, and retail stores are typical

revenue centers

Revenue center

An operating division or department which does not generate direct revenue but

plays a supporting role to the hotel’s revenue centers

Support center

An acronym for Strengths, Weaknesses, Opportunities,

and Threats

SWOT

An important step in the strategic planning process; its helps companies assess how

well that are serving their current markets

SWOT analysis

A revenue management statistic that measure the

revenue-generating capability of a hotel

Revenue per available room (RevPAR)

The price a hotel charges for overnight accommodations

Room rate

The perception of a property by its guest or potential

guest

Market Position

A report listing rooms that have not been sold at rack rates

Room rate variance report

A situation in which the housekeeping department's

description of a room’s status information that guides front desk employees in assigning

rooms to guest.

Room status discrepancy

A report that allows hotel employees to identify the occupancy, status, and

condition f properties rooms, typically prepared as part of the

night audit

Room status report

Lists, by room type, the number of rooms available

each day (the net remaining rooms in each category)

Rooms availability report

The process of identifying or defining smaller market

segments within the larger marketplace

Market segmentation

Compares actual revenue and expense figures with

budgeted amounts

Rooms division budget report

A lodging market segment that often travels with their families on sightseeing trips, or on trips to visit friends or

relatives.

Leisure travelers

A charge imposed by some hotels on guest who do not

check out by the established check-out time

Late check-out fee

The number of purchase units consumed between the time

that a supply is placed and the time that the order is actually

received

Lead-time quantity

A management strategy in which the same amount of

capacity is offered, no matter how high the consumer

demand

Level-capacity strategy

A document detailing a transaction to be posted to a front office account; used to

communicate information from a point of sale to the front

office

Voucher

A guest who arrives at a hotel without a

reservation

Walk-in

A list of significant points to make when you present

information

Outline

A computerized system, usually located in the hotel lobby, that allows the guest to review his

for her folio and settle the account to the credit card used

at check-in

Self check-out terminal

Used to track “bill to” accounts receivable

Semi-permanent folio

Meeting customer needs in the way that they want and expect

them to be met

Service

An imbalance that occurs when the total cash and checks in a

cash register drawer is less than the initial bank plus net

cash receipts

Shortage

A guest who leave with not intention of paying for the room

Skipper

A printed voucher, usually serially numbered for internal-

control purposes, from the revenue-producing department

showing an amount that is charged to a folio

Source document

Determined by dividing the number of property room nights sold by the total

market room nights sold

Market Share

A folio in which a guest’s charges are separated into two

or more folios

Split folios

A fully automated audit routine that accomplishes many of the

same functions as a non-computerized night audit

System Update

Manages a hotel’s computerized information system. May write simple computer programs and instruction manuals for

employees

Systems manager

The market segments for which a property is best

suited

Target markets

A type of reservation guarantee under which the

hotel generally bills the travel agency after a

guaranteed reservation has been classified as a no-show

Travel agent guaranteed reservation

A sales technique whereby a guest is offered a more

expensive room than what he or she reserved or originally

requested, and then persuaded to rent the room

based on the rooms features, benefits, and his or her

needs.

Upselling

The presence in the workplace of people who differ in gender, culture, race, ethnicity, and other

attributes

Diversity

The standard rate for a particular room is typically

called…

The rack rate

In the night audit, the process of balancing front office

accounts with transactions information by department

Trial Balance

An independent, nonprofit organization that test

electrical equipment and devices to ensure that the

equipment is free of defects that could cause fire or shock

Underwriters Laborites (UL)

A forecast specially prepared for food and beverages, banquet, and catering

operations which generally includes the expected number

of guest

House count

The amount which guest can charge to their accounts

without partial settlement; this high balance amount is set by

the hotel

House Limit

A report the housekeeping department prepares that

indicated the current housekeeping status of each room, based on a physical

check.

Housekeeping status report

Food and beverage service for small groups meetings,

corporate meetings, organizations entertaining guest during conventions, and other occasions, which are typically

held in hotel suites

Hospitality Suite

What key is capable of opening all guestroom doors, even when

they are double locked?

Emergency Key

A property that is not affiliated with any other property, chain,

or corporation

Independent hotel

Legislation that provides consistent guidelines about who is responsible

when third parties suffer because of an intoxicated person actions. Although these acts very form state to state,

bartenders, servers, and owners can often be help jointly liable if minor or

an intoxicated person who then causes injury to others

Dram Shop Acts

Assigned to an in-house guest for the purpose of

charting the guest’s finical transactions with the hotel

Individual Folio

The primary products of hospitality-oriented

organizations

Intangible Products

Part of the marketing audit that includes a written,

unbiased, self appraisal used to assess the strength and weaknesses of a property.

Property Analysis

A journal in which important front office events and

decisions are recorded for reference during subsequent shifts

Log Book

A reservation system that offers seating at specific

intervals; at least 30 minutes must be allowed between

serving periods to clean up, reset tables, and otherwise get ready for the next thing

Interval Reservation

What report projects future revenue by multiplying

predicted occupancies by current house rates?

Revenue forecast report

Generally, the first few letters of a guest’s last

name.

Identification Code

A document that lists the number of guestrooms

allotted to each group and indicated whether the

allotment is firm or tentative.

Guestroom control book

A collection of information kept at the front desk for

front desk agents to use in responding to guest request

Information Directory

A systematic approach to maintenance in which

situations are identified and corrected on the regular basis

control cost and keep large problems from occurring

Preventive maintenance

When booking events, the letter of agreement which list

every detail that the two parties have discussed and

agreed upon

Contract

A process whereby managers divide a varied market into distinctive and relatively

homogenous subgroups or segments

Market segmentation

A printed form from a registration record

Registration card

A modest but sufficient level of service which appeals to the

largest segment of the traveling public

Mid-range service