酒店房务部全套术语1(英文)_酒店专业术语房务篇
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Rooms Division Operations
GLOSSARY
ACCOUNT A form in which financial data are accumulated and summarized.ACCOUNT AGING A method for tracking past due accounts according to the date the charge originated.ACCOUNT ALLOWANCE Either a decrease in a folio balance as compensation for unsatisfactory service or as a rebate for a coupon discount;or a correction of a posing error detected after the close of busine.ACCOUNT BALANCE A summary of an account in terms of its resulting monetary amount;specifically, the difference between the total debits and total credits to an account.ACCOUNT RECEIVABLE An amount owed to the hotel.ACCOUNT RECEIVABLE VOUCHER See Charge Voucher.ACCOUNTS RECEIVABLE LEDGER A grouping of accounts receivable , including the guest ledge and the city ledger.ACHIEVEMENT FACTOR The percentage of the rack rate that a hotel actually receives, found by dividing the actual average room rate by the potential average rate.Also called the rate potential percentage.ADJACENT ROOMS Rooms close to each other , such as acro the hall.ADJOINING ROOMS Rooms with a common wall but no connecting door.ADVANCE DEPOSIT GUARANTEE A type of reservation guarantee that requires the guest to pay a specified amount of money to the hotel in advance of arrival.AFFILIATE RESERVATION NETWORK A hotel chain’s reservation systems in which all participating properties are contractually related.ALLOWANCE VOUCHER A voucher used to support an account allowance.AMERICAN PLAN(AP)A billing arrangement under which room charges include the guestroom and three meals.Also called full pension.See also Modified American Plan, European Plan
ARRIVIAL DATE The date a guest plans to register at the hotel.AUDIT WORK TIME The period from the end of day until the completion of the audit.AUDITING The proce of verifying front office accounting records as to accuracy and completene
AUTHORIZATION CODE A code generated by an on-line credit card verification service, indicating that the requested transaction has been approved.AVAILABILITY REPORT A report that contains expected arrival and departure information for the next several days, typically prepared as part of the night audit.AVERAGE DAILY RATE An occupancy ratio derived by dividing net rooms revenue by the number of rooms sold.AVERAGE ROOM RATE PER GUEST An occupancy ratio derived by dividing net rooms revenue by the number of guests.BACK OF THE HOUSE The functional areas of a hotel in which personnel have little or no direct guest contact, such as the engineering , accounting, and human resources divisions.BACK OFFICE APPLICATION MODULES Computer software designed for specific back office uses.Typical back office modules include accounts receivable, accounts payable, payroll accounting, and financial reporting.Rooms Division Operations
BANK See Cash Bank
BED AND BREAKFAST(B&B)A small lodging operation whose owner usually lives on the premises and serves a breakfast for guest.BLOCK An agreed-upon number of rooms set aside for members of a group planning to stay at a hotel.BOOK To sell or reserve rooms ahead of time.BOOKING LEAD TIME
A measurement of how far in advance booking are made
BRWAKEVEN ANALYSIS An analysis of the relationships among costs, revenue, and sales volume allowing one to determine the revenue required to cover all costs.Also called cost-volume profit analysis.CALL ACCOUNTING SYSTEM A device linked To The hotel Telephone system that accurately accounts for guest telephone calls by identifying each phone number dialed from guestroom telephones and tracking charges.CALL ACCOUNTNG SYSTEM
A reservation voided at the request of the guest
CANCCELLATION HOUR The hour after whish a property may release for sale all unclaimed non-guaranteed reservations, according to property policy.CANCELLATION NUMBER
A number iued to a guest properly canceling a reservation, proving that a cancellation request was received.CASH ADVANCE VOUCHER A voucher used to support cash flow out of the hotel, either directly to or on behalf of a guest.CASH BANK An amount of money given to a cashier at the start of each work-shift so that he or she can handle the various transactions that occur.The cashier is responsible for this cash
Bank and fir all cash, checks, and other negotiable items received during the work-shift.CASH VOUVHER
A voucher used to support a cash payment transaction at the front desk.CASINO HITEL
A hotel with gambling facilities
CENTRALLL RESERVATION SYSTEM
A network for communicating reservations in which each participating property is represented in a computer system database and is required to provide room Availability data to the central reservations on a timely basis.See also affiliate Reservation Network, Non-affiliate reservation Network, and Inter-sell Agency.CENTRALIZED ELECTRONIC LOCKING SYSTEM
An electronic locking system that operates through a master control at the front desk which is wired to every guestroom door
CHAIN HOTEL
A hotel owned or affiliated with other properties.See also Franchising,Management Contract, and referral Group
CHARGE VOUCHER A voucher used to support a charge purchase transaction that rakes place somewhere other tan the front desk.Also refers to as an account receivable voucher.CHECK –OUT
The procedures involved in the departure of a guest from a property , including
Settlement of the guest’s account.Also ,a room status term indicating that the guest has settled his or her account ,returned the room keys, and left the hotel , CHECK –OUT TIME the hour by which departing guests must check out of a property.CITY ACCOUT See Non-Guest Account.CITY LEDGER
The collection of all non-guest accounts ,including house accounts and unsettled departed guest accounts.CLOSED The status of a date for which a reservation system will not accept additional
COMMERCIAL HOTEL
A property, usually located in a downtown or busine district ,that caters primarily to busine clients.Also called a transient hotel.COMMERCIAL RATE
A special room rate agreed on by a company and a hotel for frequent guests.Also called a corporate rate
COMPLIMENTAPY(COMP)A room status term indicating that the room is occupied, but the guest is aeed no charge for its use.CONCIERGE
An employee whose basic task is to serve as the guest’s liaison with both hotel and non-hotel attractions, facilities, services, and actives.CONDOMINIUM HOTEL
See Time-Share Hotel
CONFERENCE CENTER A property specifically designed to handle group meetings.Conference centers are often located outside metropolitan areas and may provide extensive facilities;most offer overnight accommodation.CONFIRMATION See Reservation Confirmation
CONFIRMATION NUMBER A code that provides a unique reference to a reservation record and aures the guest that the reservation record exists.CONNECTING ROOMS
Rooms with individual entrance doors from the outside and a connecting door between.Guest can move between rooms without going through the hallway.CONTINTAL BREAKFAST A small meal that usually includes a beverage, rolls, butter, and jam or marmalade.CONTRIBUTION MARGIN Sales le cost of sales for either an entire operating department or for a given product;represents the amount of sales revenue that is contributed toward fixed costs and/or profits.CONTROL FOLIO
An accounting document used internally by a front office computer to support all account postings by department during a system update routine.CORPORATE GUARANTEE A type of reservation guarantee in which a corporation signs a contractual agreement with the hotel to accept financial responsibility for any no-show busine travelers it sponsors.CORPORATE GUARANTEE
A type of reservation guarantee in a corporation signs a contractual agreement with the hotel to accept financial responsibility for any no-show busine travelers it sponsors.CORPORATE RATE
See Commercial Rate
CORRECTION VOUCHER
A voucher used to support the correction of a posting error which is rectified before the close of busine on the day the error was made.CREDIT(CR)An entry on the right side of an account.CREDIT CARD GUARANTEE A type of guarantee supported by credit card companies.These companies guarantee participating properties payment for reserved rooms that remain unoccupied CREFIT CARD SETTLEMENT SYSTEM
A computer interface that can instantly capture, verify, and authorize credit card information and settle accounts.CRESIT CARD VOUCHER The form designated by a credit card company to be used for imprinting a credit card and recording the amount charged.Also called a credit card invoice.CROSS-TRAINING Teaching employees to fill the requirements of more than one position.CURRENT ACCOUNT
A city ledger account than is within the current billing period.CURRENT RESERVATION RACK See Reservation Racks
CUT-OFF DATE The date agreed upon between a group and a hotel after all unreserved rooms in the group and a hotel after which all unreserved rooms in the group’s block will be released back to the genera;rooms inventory for sale.D CARD
A night auditor’s report used in semi-automated front office accounting systems.DAILY OPERATIONS REPORT 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 he front office.Also known as the manager’s report.DAILY TRANSCRIPT A detailed report of all guest accounts that indicates each charge transaction affecting a guest account for the day, used as a worksheet to detect posting errors.DAY RATE A special room rate for le than an overnight stay.DAY SHIFT A hotel work –shift, generally 7:00 a.m.to 3:00 p.m.DAY USE A room status term indicating that the room will be used for le than an overnight stay.DEBIT(DR)An entry on the left side of an account.DELINQUENT ACCOUNT A city ledger account that has not been settled within the reasonable collection period, usually 90 days.DIRECT BILLING A credit 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 charges incurred.DISCOUNT GRID A grid indicating the occupancy percentage needed to achieve equivalent net revenue, given different discount levels.DNCO(DID NOT CHECK OUT
A room status term indicating that the guest made arrangements to settle his or her account(and thus is not a skipper), but has left without informing the front office.DOUBLE A room aigned to two people;may have one or more beds.DOUBLE BED
A bed approximately 54 inches by 75 inches.DOUBLE OCCUPANCY RATIOS See Multiple Occupancy Ratio.DOUBLE –DOUBLE A room with two double(or perhaps queen)beds;may be occupied by one or more people.Also called a twin –double.DOUBLE –ENTRY BOOKKEEPING A system for recording financial transactions in which every transaction creates that affect at least two accounts.DUE BACK A situation that occurs when a cashier pays out more than he or she receives;the difference is due back to the cashier’s cash bank.In the front office, due backs usually occur when a cashier accepts so many checks and large bills during a shift that he or she cannot restore the initial bank at the end of the shift without using the checks or large bills.DUE OUT
A room status term indicating that the room is expected to become vacant after the following day’s check –out time.EARLY ARRIVAL A guest who arrives at a property before the date of his or her reservation.ECONOMY/LIMITED SERVICE A level of service emphasizing clean, comfortable, inexpensive rooms that meet the most basic needs of guests.Economy or limited service hotels appeal primarily to budget –minded travelers.ELECTRONIC LOCKING SYSTEM A locking system that replaces traditional mechanical locks with sophisticated computer –based guestroom acce devices.See also Centralized Electronic Locking System and Micro –Fitted Electronic Locking System.EMERGENCY KEY
A key that opens all guestroom doors, even when they are double –locked.EMPLOYEE FOLLO A folio used to chart transactions on an account signed to an employee with charge purchased complete though that time.EQUIVALENT OCCUPANCY Given a contemplated or actual change in the average room rate, the occupancy percentage needed to produce the same net revenue as was produced by the old price and occupancy percentage.EUROPEAN PLAN A billing arrangement under which meals are priced separately from rooms.See also American Plan, Modified American Plan.EVENING SHIFT A hotel of a hotel that offers world –cla service.Also called the tower concept.EXPECTED DEPARTURES LIST A daily report showing the number and names of guests expected to arrive.EXPECTED DEPARTURES LIST A daily report showing the number and names of guests expected to depart as well as the number of stayovers.EXPRESS CHECK –OUT A pre –departure activity that involves the production and early morning distribution of guest folios for guests expected to check out that morning.FAMILY RATE A special room rate for parents and children in the same room.FINANCIAL REPORTING SOFTWARE A back office computer application that helps the hotel develop a chart of accounts on order to produce balance sheets, income statements, and transactional analyses reports.FIXED COSTS
Costs that remain constant in the short run even though sales volume varies.FLOOR LIMIT A limit aigned to hotel by credit card companies indicating the maximum amount in credit card charges the hotel is permitted to accept from a card member without.special authorization.FOLIO A statement of all transactions affecting the balance of a single account.FOLIO TRAY A bin used to store guest folios.In non –automated and semi –automated properties, folios remain in the tray throughout occupancy, except when they are used in posting transactions.Also called a folio bucket.FORECASTING The skill of predicting future events and trends in busine.Typical forecasts developed for the rooms division include room availability and occupancy forecasts.FRANCHISING A method of distribution whereby one entity that has developed a particular pattern or format for doing busine –the franchiser –grants to other entities –franchisees –the right to conduct such a busine provided they follow the established pattern.FREE INDEPNDINT TRAVELER(FIT)A guest coming to the hotel as individual and not as part of a group.Also called a Transient Guest.Front DESK The focal point of activity within the front office, usually prominently located in the hotel lobby.Guests are registered, aigned rooms, and checked out at the front desk.FRONT DESK AGENT A front office employee whose responsibilities center on the registration proce, but also typically include pre –registration activities, room status coordination, and mail, meage, and information requests.ERONT OF THE HOUSE The functional areas of a hotel in which personnel have extensive guest contact, such as the food and beverage facilities and the front office.FRONT OFFICE A department of the rooms division that is the most visible department in a hotel, with the greatest amount of guest contact.Traditional front office functions include reservations, registration, room and rate aignment, room status, maintenance and settlement of guest history records.Also, the physical location at which front –of – the –house activities are coordinated.FRONT OFFICE ACCOUNTING FORMULA The formula used in posting transactions to front office accounts: Previous Balance + Debits –Credits =Net Outstanding Balance.
