前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-03-0 FO glossary.doc

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1、l ADJACENT ROOMS Rooms close to each other, perhaps across the hall. l ADJOINING ROOMS Rooms with a common wall but no connecting door.l CONNECTING ROOMS Adjacent rooms that are serviced by connecting doors.l Block Room A room is being held for a certain guest on a certain datel Billing Instructions

2、 Specific instructions for charging of guests account what to his company or pay owner account.l Cash Advance To give money to guest obtained from guests credit card, surcharge is added (refer to accounting procedures) according the banks regulation.l Cash Float A fixed amount of funds allotted to a

3、 service associate for foreign exchange, change for cash transactions and refund of cash deposit.l Cash Overage A condition where by the cash remitted is more than the expected amount stated in the cashiers report.l Cash Remittance The days collection in local and foreign currencies to be submitted

4、to General Cashier.l Cash Shortage A condition where by the cash remitted is less than the expected amount stated in the cashiers report.l Close Cashier A function by the service associates balance his/her account and prints his/her respective transaction.l Configuration Description of bed type and

5、location of a particular rooml Commission Money sent to travel agents as payment for sending guest to a hotel according the contract.l Complimentary rooms Rooms given free for guest and must be authorized by GM/RM/DOMl Confidential stay An in-house guests request for his stay is “unlisted” or “not r

6、egistered”. Front Desk should be tell guest that Operator will not accept any incoming calls transfer to the room and will set up “Do Not Disturb”.l Confirmation Letter A written agreement from a hotel to a future guest, showing details of his reserved accommodation.l Credit Card The card a guest ma

7、y use to charge hotel services to, i.e. American Express, Diners Club, Visa, master, etc.l Confirmed Reservation A reservation request that is confirmed by telephone or mail prior to the guests arrival at the hotel.l Coupon/Voucher Document used to record debits or credits posted to a room accountl

8、Commercial Rate/Corporate Rate Rates set by the hotel for all guests whose booking are make by companies which are listed on the hotel corporate list and have special rate.l Discount Percentage of rate taken off room for Travel Related Personal e.g. Travel Agent, Airline and Hotel staff.l Full House

9、 All rooms occupied, no rooms left for sale.l Guaranteed Reservation A reservation whose payment is guaranteed is the event of a no show. These are made by approved companies or credit card information.l Group A group of guest participate an organized event which differs to the individual guest.l VI

10、P: Very Important person A person designated by management to receive special treatmentl Early Departure Guest who checked out earlier than the expected departure date.l Early Arrival Early morning arrival is subject to the room availability. If a guest request that he is arriving early, he must be

11、informed that the check in time is 15:00 and the hotel can not guarantee the room before then. However, We will do our utmost to arrange a room if we have room available.l FIT: Free Individual Touristl Extension of Stay Authorized change of departure dates.l Full House All rooms occupied, no rooms l

12、eft for sale.l Guaranteed Reservation A reservation whose payment is guaranteed is the event of a no show. These are made by approved companies or credit card information.l Group A group of guest participate an organized event which differs to the individual guest.l VIP: Very Important personl Guest

13、 History/Guest Profile Records showing details of guests previous visits to our hotel e.g. address, length of stay, credit cards used, room preference, etc.l Half Day Charge A charge of 50% off folio rate for late check-out at 6:oopml Check in Process of guests registration upon arrival.l Check out

14、Process of guests setting their hotel bills and departing the hotel.l Downgrade Moving a guest to a lower category room and decreasing his room rate.l Due in Expected check-in in the current day.l Due out Expected check-out in the current day.l Day use Rooms only used during the day but not for over

15、night.l DND-Telephone When a guest request for a confidential stay/DND service, then the Operator will set up the “DND” function on the console so that any incoming calls to the guests room will be go to the switchboard.l DND-Door When a guest hangs or switches on the DND sign outside his room door,

16、 we were not allowed to knock the guest door and do the room cleaning without guest agree.l Late check out Additional time allotted by the hotel after normal check out time and with or without extra charge.l Limousine Hotel vehicle used to transport guests to or from the airport/train station/pier o

17、r hourly bookings.l Logbook Book for inter department communicationl Lost and Found Guest may lost his/her own items in hotel during his/her stay, and all the lost items we found should be keep in the Housekeeping for control and storage.l Net rate A non- commissionable rate, inclusive of service an

18、d prevailing tax chargel No-show Guest who did not arrive when accommodation was reserved.l Out of Service Rooms temporarily blocked off for minor repair works, show room or for other rooms moving.l Out of Order Rooms blocked off for maintenance and room will not be released in a short time.l Over b

19、ooking The deliberate or mistaken confirmation of more reservation than there are rooms available.l Package A combination of a room, meals, laundry/valet, or other services sold in on deal.l Pre-assign/pre-block Assign and block the room for the reservation before guest arrive.l Percentage of occupa

20、ncy Occupancy determined dividing the total occupied rooms by the total available roomsl Room change When a guest moves from one room to another during his stayl Room Discrepancies Rooms reported by housekeeping when the physical status of the rooms do not tally the front office PMS status.l Registr

21、ation card Card used by all guests to register at check- in into the hotel.l Room rate This rate which is designated for a specific room.l Round Trip transfer Two way transfer from airport/train station/pier to hotel and from hotel to airport/train station/pier.l Safe Deposit Boxes A metal box at th

22、e front desk /in all rooms available to registered guests for safekeeping of items.l Sleep out When a guest keeps the room but does not stay inl Skipper A guest who left the hotel without doing the check out procedure and having arranged a settlement of the account.l Room service/In room dining Food

23、 and beverage service provided in privacy to the guest room by a waiter.l Register Process of putting a guest record into the hotel system as an in-house guest.l Rooming list A list of guest names provided by a travel agent or group organizer to the hotel to inform names of persons occupying the blo

24、ck booking.l Rack Rate Published ratesl Stay Over/In House Guest An occupied room that will not be checking out in the current day.l Shift The number of hours worked by a member of staff in one day.l Tour Group A group booked by a travel agent or association, etc.l Trace A message/instruction left i

25、n the PMS for the relevant department to follow up.l Travel Agent Represents guests to arrange travel and hotel bookings.l Up Selling Moving a guest into a higher priced room in the hotel with a rate increase.l Up Grade Situation where a guest is given a high priced room at a lower rate, usually for

26、 business promotions, short of room, or authorized by GM/RM/DOM. Ect.l Vacancy Room available for sale but not occupied during the period. Saleable guest room that is not occupied.l Walk in Guest requesting accommodation at the Front Desk without having made a reservation.l Waiting List Record of gu

27、est who are awaiting confirmation of wait reservations.l Wake up call/morning call Telephone calls placed by the operator to wake the guest at his/her requested time.l Department: Deptl Accounting Receivable : A/Rl Accounting /ACCl Business Center/BCl Concierge/CONCl Engineering/ENGl Information Sys

28、tem/ITl Food & Beverage/F & Bl Front Office/FOl Front Desk/FDl Sale & Marketing/S & Ml Executive Office/EOl Fitness Center/FCl Human Resources/HRl Housekeeping/HSKPl Priority Automatic Branch Exchange/PABXl Public Relation/PRl Reservation/RSVNl Loss & Prevention/L & Pl General Manager/GMl Deputy Gen

29、eral Manager/DGMl Resident Manager/RMl Executive Chef/ECl Director of Finance/DOFl Director of Marketing/DOMl Director Engineering/DOEl Executive Housekeeper/Ex. HSKPl Manager on duty/MODl Director of Convention/DOCl Director of Human Resource/DOHRl Personal Manager/PMl Credit Card/l Electronic Data

30、 Capture/EDCl Visa Card/VIl American Express/ A/E(AE)l Master Card/ MCl Japan Credit Bureau /JCBl Dinner Card/DCl Peony Card/PEl Great Wall Card/GWl Golden Harvest/GHl Dragon Card/DR/LCl Pacific Card/PCl Unite Cardl Pay By: P/Bl Pay For: P/Fl Guarantee BY: G/Bl Guarantee For: G/Fl Pick up: P/Ul Drop

31、 Off: D/Ol Travels Cheque: T/Cl Pay By: P/Bl Pay For: P/Fl Guarantee BY: G/Bl Guarantee For: G/Fl Pick up: P/Ul Drop Off: D/Ol Travels Cheque: T/Cl Domestic Direct Dialing: DDDl International Direct Dialing: IDDl Do Not Disturb: DNDl Estimated Arrival: ETAl Estimated Departure: ETDl Address: Add.l Arrival: Arr.l Voucher: Vou.l Company: CO.l Number: NO.l Road: RDl Registration Card: RCl Miscellaneous: MISC