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 24hour 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 lowpriced 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 (nonchain) 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 revenuegenerating 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 revenueproducing 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 hospitalityoriented 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