lodging management

368
Lodging Management Year 1A Electronic Flashcards

Upload: carson-hart

Post on 01-Jan-2016

51 views

Category:

Documents


2 download

DESCRIPTION

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. - PowerPoint PPT Presentation

TRANSCRIPT

Page 1: Lodging Management

Lodging Management

Year 1A Electronic Flashcards

Page 2: Lodging Management

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

Page 3: Lodging Management

Account File

Page 4: Lodging Management

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

Page 5: Lodging Management

Central Reservation System

Page 6: Lodging Management

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.

Page 7: Lodging Management

Accountability

Page 8: Lodging Management

Properties that are affiliated with others.

Page 9: Lodging Management

Chain Property

Page 10: Lodging Management

A management strategy in which capacity can, to a

limited extent, be varied to suit the level of demand

Page 11: Lodging Management

Chased-demanded strategy

Page 12: Lodging Management

Responsible for a hotel’s physical operation and

maintenance

Page 13: Lodging Management

Chief engineer

Page 14: Lodging Management

Something that could cause harm over a long period

Page 15: Lodging Management

Chronic Hazard

Page 16: Lodging Management

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

Page 17: Lodging Management

Daily Operations Report

Page 18: Lodging Management

The collection of all non-guest accounts, including

house accounts and unsettled departed guest

accounts

Page 19: Lodging Management

City Ledger

Page 20: Lodging Management

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

folios

Page 21: Lodging Management

Control Folio

Page 22: Lodging Management

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.

Page 23: Lodging Management

Bottom-up method

Page 24: Lodging Management

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

Page 25: Lodging Management

Corporate guaranteed reservation

Page 26: Lodging Management

A type of guarantee supported by credit card

companies

Page 27: Lodging Management

Credit Card Guaranteed Reservation

Page 28: Lodging Management

Compare a guest’s current folio balance with a credit

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

Page 29: Lodging Management

Credit monitoring routine

Page 30: Lodging Management

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

of rooms

Page 31: Lodging Management

Walking

Page 32: Lodging Management

The ratio of actual rooms revenue to potential rooms

revenue

Page 33: Lodging Management

Yield Statistic

Page 34: Lodging Management

How often should equipment wires and connections be

checked?

Page 35: Lodging Management

Periodically

Page 36: Lodging Management

The structure of authority where each higher level

carries more responsibility and greater authority than

the levels below them

Page 37: Lodging Management

Chain of command

Page 38: Lodging Management

Individuals or families moving to an area and required lodging until

permanent housing can be found

Page 39: Lodging Management

Long-term stay/relocation guest

Page 40: Lodging Management

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

and function

Page 41: Lodging Management

Convention and association groups

Page 42: Lodging Management

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

two to four days

Page 43: Lodging Management

Corporate Groups

Page 44: Lodging Management

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.

Page 45: Lodging Management

Cost-plus pricing

Page 46: Lodging Management

Job task that is fundamental to a position

Page 47: Lodging Management

Essential functions

Page 48: Lodging Management

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?

Page 49: Lodging Management

Airline-related guests

Page 50: Lodging Management

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

Page 51: Lodging Management

Fair share

Page 52: Lodging Management

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

Page 53: Lodging Management

Call Accounting System (CAS)

Page 54: Lodging Management

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

stored for future use.

Page 55: Lodging Management

Capacity-constrained business

Page 56: Lodging Management

Replaces traditional mechanical locks with

computer-based guestroom access devices

Page 57: Lodging Management

Electronic Locking System

Page 58: Lodging Management

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

information systems?

Page 59: Lodging Management

Systems Manager

Page 60: Lodging Management

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

Page 61: Lodging Management

Cash Bank

Page 62: Lodging Management

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?

Page 63: Lodging Management

Competition Analysis

Page 64: Lodging Management

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

Page 65: Lodging Management

Direct Billing

Page 66: Lodging Management

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

yet done so

Page 67: Lodging Management

Due-Outs

Page 68: Lodging Management

A key that opens all guestroom doors, even when

they are double locked

Page 69: Lodging Management

Emergency Key

Page 70: Lodging Management

A billing arrangement under which meals are priced separately from rooms

Page 71: Lodging Management

European Plan

Page 72: Lodging Management

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

guest folios for guest expected to check out that

morning

Page 73: Lodging Management

Express Check-out

Page 74: Lodging Management

The process of recording transactions on a guest folio

Page 75: Lodging Management

Posting

Page 76: Lodging Management

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.

Page 77: Lodging Management

Customer-based pricing

Page 78: Lodging Management

A computer software package that supports a variety of

applications related to front office and back office activities

Page 79: Lodging Management

Property Management System (PMS)

Page 80: Lodging Management

The standard rate established by a hotel for a particular

category of rooms

Page 81: Lodging Management

Rack rate

Page 82: Lodging Management

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

phrases.

Page 83: Lodging Management

Suggestive Selling

Page 84: Lodging Management

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

Page 85: Lodging Management

POS (point-of-sale) system

Page 86: Lodging Management

A type of reservation guarantee that required a payment in full

before the day of arrival

Page 87: Lodging Management

Prepayment guaranteed reservation

Page 88: Lodging Management

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

goals of a department or organization

Page 89: Lodging Management

Mission statement

Page 90: Lodging Management

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

not been approved

Page 91: Lodging Management

Denial Code

Page 92: Lodging Management

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

Page 93: Lodging Management

Moment of truth

Page 94: Lodging Management

A level of service which stresses the personal

attention given to guests.

Page 95: Lodging Management

World-class service

Page 96: Lodging Management

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

Page 97: Lodging Management

Multiple occupancy ratio

Page 98: Lodging Management

The amount of cash and checks in the cashier’s

drawer, minus the about of initial cash bank

Page 99: Lodging Management

Net cash receipts

Page 100: Lodging Management

A daily comparison of guest accounts (and non-guest

accounts have activity) with revenue center transaction

information

Page 101: Lodging Management

Night audit

Page 102: Lodging Management

A division of the flow of business through a hotel that

identifies the physical contracts and financial exchanges

between guests and hotel employees

Page 103: Lodging Management

Guest Cycle

Page 104: Lodging Management

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

person or guestroom

Page 105: Lodging Management

Guest Folio

Page 106: Lodging Management

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

Page 107: Lodging Management

Guest History File

Page 108: Lodging Management

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

Page 109: Lodging Management

Guest history record

Page 110: Lodging Management

An acceptable amount of work that must be done

within a specific time frame according to an established

performance standard.

Page 111: Lodging Management

Productivity standard

Page 112: Lodging Management

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

to be cleaned?

Page 113: Lodging Management

Occupancy Report

Page 114: Lodging Management

A service or item offered to guests or placed in

guestrooms for convenience and comfort at not extra

cost.

Page 115: Lodging Management

Amenity

Page 116: Lodging Management

A type of reservation guarantee that required the

guest to pay a specified amount of money to the

hotel in advance of arrival

Page 117: Lodging Management

Advance deposit guaranteed reservation

Page 118: Lodging Management

A hotel chain’s reservation system in which all

participating properties are contractually related

Page 119: Lodging Management

Affiliate Reservation Network

Page 120: Lodging Management

A posting or closed-circuit broadcast of daily events at

a hotel

Page 121: Lodging Management

Reader board

Page 122: Lodging Management

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

been approved

Page 123: Lodging Management

Authorization code

Page 124: Lodging Management

A billing arrangement under which room charges include

the guestroom and three meals; also called full

pension

Page 125: Lodging Management

American Plan

Page 126: Lodging Management

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

checks out

Page 127: Lodging Management

Zero Out

Page 128: Lodging Management

Independent hotels which have banded together for some common purpose

Page 129: Lodging Management

Referral group

Page 130: Lodging Management

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

specific company

Page 131: Lodging Management

Franchising

Page 132: Lodging Management

The functional area of the hotel in which employees

have extensive guest contact

Page 133: Lodging Management

Front of the house

Page 134: Lodging Management

A hotel pricing system used to track advanced bookings

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

Page 135: Lodging Management

Yield Management

Page 136: Lodging Management

The formula used in posting transactions to front office

accounts: Previous Balance + Debits – Credits = Net Outstanding

Balance

Page 137: Lodging Management

Accounting posting formula

Page 138: Lodging Management

Something that could cause immediate harm

Page 139: Lodging Management

Acute Hazard

Page 140: Lodging Management

An occupancy ratio derived by dividing net rooms

revenue by the number

Page 141: Lodging Management

Average Daily Rate

Page 142: Lodging Management

An occupancy ratio derived by dividing net rooms

revenue by the number of guest

Page 143: Lodging Management

Average rate per guest

Page 144: Lodging Management

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

those the guest first mention

Page 145: Lodging Management

Upselling

Page 146: Lodging Management

The functional areas or the hotel in which employees

have little or no guest contact, such as engineering

and maintenance

Page 147: Lodging Management

Back of the House

Page 148: Lodging Management

A statement of all transaction affecting the balance of a

single account

Page 149: Lodging Management

Folio

Page 150: Lodging Management

Directs the production and service of food and

beverages

Page 151: Lodging Management

Food and Beverage Manager

Page 152: Lodging Management

What employers must do to make the workplace

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

on the employer

Page 153: Lodging Management

Reasonable accommodations

Page 154: Lodging Management

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

Page 155: Lodging Management

Guest mix

Page 156: Lodging Management

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.

Page 157: Lodging Management

Rate-Category-alternatives method

Page 158: Lodging Management

Which report list rooms that have been sold at other than

their rack rate?

Page 159: Lodging Management

Room rate variance report

Page 160: Lodging Management

The number of rooms occupied by more than one guest divided

by the number of rooms occupied by guest

Page 161: Lodging Management

Multiple occupancy percentage

Page 162: Lodging Management

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

Page 163: Lodging Management

Hazard Communication (HazComm) Standard

Page 164: Lodging Management

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

high-rate rooms.

Page 165: Lodging Management

Top-down method

Page 166: Lodging Management

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

any future date

Page 167: Lodging Management

Forecasting

Page 168: Lodging Management

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

Page 169: Lodging Management

Front office cash sheet

Page 170: Lodging Management

The chief operating officer of a hotel or restaurant

Page 171: Lodging Management

General Manager

Page 172: Lodging Management

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

following the day of arrival

Page 173: Lodging Management

Guaranteed reservation

Page 174: Lodging Management

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

Page 175: Lodging Management

Job Safety Analysis

Page 176: Lodging Management

A distribution channel for reservations that provides

worldwide distribution of hotel reservation information and

allows selling of hotel reservation around the world

Page 177: Lodging Management

Global Distribution Systems (GDS)

Page 178: Lodging Management

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

departure patterns, and other important information

Page 179: Lodging Management

Group Resume

Page 180: Lodging Management

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

Page 181: Lodging Management

Management contract

Page 182: Lodging Management

A room status term indicating that the guest is being

allowed to check out later than the hotel’s standard

check-out time

Page 183: Lodging Management

Late check out

Page 184: Lodging Management

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

rates.

Page 185: Lodging Management

Revenue Potential

Page 186: Lodging Management

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

Page 187: Lodging Management

Night Auditor

Page 188: Lodging Management

A central reservation system that connects independent

(non-chain) properties

Page 189: Lodging Management

Non-affiliate reservation network

Page 190: Lodging Management

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

breakfast and dinner

Page 191: Lodging Management

Modified American Plan

Page 192: Lodging Management

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

impression, correct mistakes, and win repeat

customers

Page 193: Lodging Management

Moments of truth

Page 194: Lodging Management

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

Page 195: Lodging Management

Release Date

Page 196: Lodging Management

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

Page 197: Lodging Management

Revenue per available room

(REVPAR)

Page 198: Lodging Management

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

accounts

Page 199: Lodging Management

Late Charges

Page 200: Lodging Management

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

Page 201: Lodging Management

Room Service

Page 202: Lodging Management

A central reservations system that contacts to handle

reservations for more than one product line

Page 203: Lodging Management

Intersell agency

Page 204: Lodging Management

Lodging and food service businesses that provide short-

term or transitional lodging and / or food

Page 205: Lodging Management

Hospitality Industry

Page 206: Lodging Management

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

person or guestroom

Page 207: Lodging Management

Master Folio

Page 208: Lodging Management

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

locked

Page 209: Lodging Management

Master Key

Page 210: Lodging Management

A form this is supplied by chemical’s manufacturer

containing information about a chemical

Page 211: Lodging Management

Material Safety Data Sheet (MSDS)

Page 212: Lodging Management

What department administers insurance and other benefit

programs?

Page 213: Lodging Management

Human Resources

Page 214: Lodging Management

What does a guest mix refer to?

Page 215: Lodging Management

The variety of guests who stay at a hotel

Page 216: Lodging Management

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

Page 217: Lodging Management

Non-guaranteed reservation

Page 218: Lodging Management

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

Page 219: Lodging Management

Non-guest folio

Page 220: Lodging Management

A guest who made a room reservation but did not register

or cancel

Page 221: Lodging Management

No-show

Page 222: Lodging Management

An occupancy ratio that indicated the proportion of

rooms sold to rooms available for sale during a specific period

of time

Page 223: Lodging Management

Occupancy percentage

Page 224: Lodging Management

A measurement of the success of the hotel in

selling rooms

Page 225: Lodging Management

Occupancy ratios

Page 226: Lodging Management

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

Page 227: Lodging Management

Occupancy Report

Page 228: Lodging Management

A broad set of rules that protects workers in all trades

and professions from a variety of unsafe working conditions

Page 229: Lodging Management

Occupational Safety and Health Act (OSHA)

Page 230: Lodging Management

A group of ratios that assist in the analysis of hospitality

operations

Page 231: Lodging Management

Operating ratios

Page 232: Lodging Management

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

Page 233: Lodging Management

Organizational Chart

Page 234: Lodging Management

Projects future revenue by multiplying predicted

occupancies by current house rates.

Page 235: Lodging Management

Revenue forecast report

Page 236: Lodging Management

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

Page 237: Lodging Management

Overage

Page 238: Lodging Management

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

Page 239: Lodging Management

Overflow facilities

Page 240: Lodging Management

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

Page 241: Lodging Management

Paid-in-advance (PIA) guest

Page 242: Lodging Management

A required level of performance that establishes the quality of

work that must be done

Page 243: Lodging Management

Performance standard

Page 244: Lodging Management

Used to track guest folio balances that are settled to a

credit card company

Page 245: Lodging Management

Permanent Folio

Page 246: Lodging Management

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

registration

Page 247: Lodging Management

PIA (paid-in-advance)

Page 248: Lodging Management

A collection of important guest information created by

the front desk agent following the guest arrival

Page 249: Lodging Management

Registration record

Page 250: Lodging Management

A manual record created by the reservations as a result

of the initial inquiry procedures

Page 251: Lodging Management

Reservation record

Page 252: Lodging Management

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

Page 253: Lodging Management

Revenue center

Page 254: Lodging Management

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

plays a supporting role to the hotel’s revenue centers

Page 255: Lodging Management

Support center

Page 256: Lodging Management

An acronym for Strengths, Weaknesses, Opportunities,

and Threats

Page 257: Lodging Management

SWOT

Page 258: Lodging Management

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

well that are serving their current markets

Page 259: Lodging Management

SWOT analysis

Page 260: Lodging Management

A revenue management statistic that measure the

revenue-generating capability of a hotel

Page 261: Lodging Management

Revenue per available room (RevPAR)

Page 262: Lodging Management

The price a hotel charges for overnight accommodations

Page 263: Lodging Management

Room rate

Page 264: Lodging Management

The perception of a property by its guest or potential

guest

Page 265: Lodging Management

Market Position

Page 266: Lodging Management

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

Page 267: Lodging Management

Room rate variance report

Page 268: Lodging Management

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.

Page 269: Lodging Management

Room status discrepancy

Page 270: Lodging Management

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

condition f properties rooms, typically prepared as part of the

night audit

Page 271: Lodging Management

Room status report

Page 272: Lodging Management

Lists, by room type, the number of rooms available

each day (the net remaining rooms in each category)

Page 273: Lodging Management

Rooms availability report

Page 274: Lodging Management

The process of identifying or defining smaller market

segments within the larger marketplace

Page 275: Lodging Management

Market segmentation

Page 276: Lodging Management

Compares actual revenue and expense figures with

budgeted amounts

Page 277: Lodging Management

Rooms division budget report

Page 278: Lodging Management

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

relatives.

Page 279: Lodging Management

Leisure travelers

Page 280: Lodging Management

A charge imposed by some hotels on guest who do not

check out by the established check-out time

Page 281: Lodging Management

Late check-out fee

Page 282: Lodging Management

The number of purchase units consumed between the time

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

received

Page 283: Lodging Management

Lead-time quantity

Page 284: Lodging Management

A management strategy in which the same amount of

capacity is offered, no matter how high the consumer

demand

Page 285: Lodging Management

Level-capacity strategy

Page 286: Lodging Management

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

Page 287: Lodging Management

Voucher

Page 288: Lodging Management

A guest who arrives at a hotel without a

reservation

Page 289: Lodging Management

Walk-in

Page 290: Lodging Management

A list of significant points to make when you present

information

Page 291: Lodging Management

Outline

Page 292: Lodging Management

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

Page 293: Lodging Management

Self check-out terminal

Page 294: Lodging Management

Used to track “bill to” accounts receivable

Page 295: Lodging Management

Semi-permanent folio

Page 296: Lodging Management

Meeting customer needs in the way that they want and expect

them to be met

Page 297: Lodging Management

Service

Page 298: Lodging Management

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

Page 299: Lodging Management

Shortage

Page 300: Lodging Management

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

Page 301: Lodging Management

Skipper

Page 302: Lodging Management

A printed voucher, usually serially numbered for internal-

control purposes, from the revenue-producing department

showing an amount that is charged to a folio

Page 303: Lodging Management

Source document

Page 304: Lodging Management

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

market room nights sold

Page 305: Lodging Management

Market Share

Page 306: Lodging Management

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

or more folios

Page 307: Lodging Management

Split folios

Page 308: Lodging Management

A fully automated audit routine that accomplishes many of the

same functions as a non-computerized night audit

Page 309: Lodging Management

System Update

Page 310: Lodging Management

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

employees

Page 311: Lodging Management

Systems manager

Page 312: Lodging Management

The market segments for which a property is best

suited

Page 313: Lodging Management

Target markets

Page 314: Lodging Management

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

Page 315: Lodging Management

Travel agent guaranteed reservation

Page 316: Lodging Management

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.

Page 317: Lodging Management

Upselling

Page 318: Lodging Management

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

attributes

Page 319: Lodging Management

Diversity

Page 320: Lodging Management

The standard rate for a particular room is typically

called…

Page 321: Lodging Management

The rack rate

Page 322: Lodging Management

In the night audit, the process of balancing front office

accounts with transactions information by department

Page 323: Lodging Management

Trial Balance

Page 324: Lodging Management

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

Page 325: Lodging Management

Underwriters Laborites (UL)

Page 326: Lodging Management

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

operations which generally includes the expected number

of guest

Page 327: Lodging Management

House count

Page 328: Lodging Management

The amount which guest can charge to their accounts

without partial settlement; this high balance amount is set by

the hotel

Page 329: Lodging Management

House Limit

Page 330: Lodging Management

A report the housekeeping department prepares that

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

check.

Page 331: Lodging Management

Housekeeping status report

Page 332: Lodging Management

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

Page 333: Lodging Management

Hospitality Suite

Page 334: Lodging Management

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

they are double locked?

Page 335: Lodging Management

Emergency Key

Page 336: Lodging Management

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

or corporation

Page 337: Lodging Management

Independent hotel

Page 338: Lodging Management

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

Page 339: Lodging Management

Dram Shop Acts

Page 340: Lodging Management

Assigned to an in-house guest for the purpose of

charting the guest’s finical transactions with the hotel

Page 341: Lodging Management

Individual Folio

Page 342: Lodging Management

The primary products of hospitality-oriented

organizations

Page 343: Lodging Management

Intangible Products

Page 344: Lodging Management

Part of the marketing audit that includes a written,

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

Page 345: Lodging Management

Property Analysis

Page 346: Lodging Management

A journal in which important front office events and

decisions are recorded for reference during subsequent shifts

Page 347: Lodging Management

Log Book

Page 348: Lodging Management

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

Page 349: Lodging Management

Interval Reservation

Page 350: Lodging Management

What report projects future revenue by multiplying

predicted occupancies by current house rates?

Page 351: Lodging Management

Revenue forecast report

Page 352: Lodging Management

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

name.

Page 353: Lodging Management

Identification Code

Page 354: Lodging Management

A document that lists the number of guestrooms

allotted to each group and indicated whether the

allotment is firm or tentative.

Page 355: Lodging Management

Guestroom control book

Page 356: Lodging Management

A collection of information kept at the front desk for

front desk agents to use in responding to guest request

Page 357: Lodging Management

Information Directory

Page 358: Lodging Management

A systematic approach to maintenance in which

situations are identified and corrected on the regular basis

control cost and keep large problems from occurring

Page 359: Lodging Management

Preventive maintenance

Page 360: Lodging Management

When booking events, the letter of agreement which list

every detail that the two parties have discussed and

agreed upon

Page 361: Lodging Management

Contract

Page 362: Lodging Management

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

homogenous subgroups or segments

Page 363: Lodging Management

Market segmentation

Page 364: Lodging Management

A printed form from a registration record

Page 365: Lodging Management

Registration card

Page 366: Lodging Management

A modest but sufficient level of service which appeals to the

largest segment of the traveling public

Page 367: Lodging Management

Mid-range service

Page 368: Lodging Management