國際星級酒店前廳部前臺接待崗位技能培訓標準RM-FO-GS-03-0 FO glossary

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

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

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

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

5、 roomCommission Money sent to travel agents as payment for sending guest to a hotel according the contract.Complimentary rooms Rooms given free for guest and must be authorized by GM/RM/DOMConfidential stay An in-house guests request for his stay is “unlisted” or “not registered”. Front Desk should

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

7、 i.e. American Express, Diners Club, Visa, master, etc.Confirmed Reservation A reservation request that is confirmed by telephone or mail prior to the guests arrival at the hotel.Coupon/Voucher Document used to record debits or credits posted to a room accountCommercial Rate/Corporate Rate Rates set

8、 by the hotel for all guests whose booking are make by companies which are listed on the hotel corporate list and have special rate.Discount Percentage of rate taken off room for Travel Related Personal e.g. Travel Agent, Airline and Hotel staff.Full House All rooms occupied, no rooms left for sale.

9、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.Group A group of guest participate an organized event which differs to the individual guest.VIP: Very Important person A person designated by ma

10、nagement to receive special treatmentEarly Departure Guest who checked out earlier than the expected departure date.Early Arrival Early morning arrival is subject to the room availability. If a guest request that he is arriving early, he must be informed that the check in time is 15:00 and the hotel

11、 can not guarantee the room before then. However, We will do our utmost to arrange a room if we have room available.FIT: Free Individual TouristExtension of Stay Authorized change of departure dates.Full House All rooms occupied, no rooms left for sale.Guaranteed Reservation A reservation whose paym

12、ent is guaranteed is the event of a no show. These are made by approved companies or credit card information.Group A group of guest participate an organized event which differs to the individual guest.VIP: Very Important person Guest History/Guest Profile Records showing details of guests previous v

13、isits to our hotel e.g. address, length of stay, credit cards used, room preference, etc.Half Day Charge A charge of 50% off folio rate for late check-out at 6:oopmCheck in Process of guests registration upon arrival.Check out Process of guests setting their hotel bills and departing the hotel.Downg

14、rade Moving a guest to a lower category room and decreasing his room rate.Due in Expected check-in in the current day.Due out Expected check-out in the current day.Day use Rooms only used during the day but not for overnight.DND-Telephone When a guest request for a confidential stay/DND service, the

15、n 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.DND-Door When a guest hangs or switches on the DND sign outside his room door, we were not allowed to knock the guest door and do the room cleaning without guest a

16、gree.Late check out Additional time allotted by the hotel after normal check out time and with or without extra charge.Limousine Hotel vehicle used to transport guests to or from the airport/train station/pier or hourly bookings. Logbook Book for inter department communicationLost and Found Guest ma

17、y 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.Net rate A non- commissionable rate, inclusive of service and prevailing tax chargeNo-show Guest who did not arrive when accommodation was reserved.Out of

18、 Service Rooms temporarily blocked off for minor repair works, show room or for other rooms moving.Out of Order Rooms blocked off for maintenance and room will not be released in a short time.Over booking The deliberate or mistaken confirmation of more reservation than there are rooms available.Pack

19、age A combination of a room, meals, laundry/valet, or other services sold in on deal.Pre-assign/pre-block Assign and block the room for the reservation before guest arrive. Percentage of occupancy Occupancy determined dividing the total occupied rooms by the total available roomsRoom change When a g

20、uest moves from one room to another during his stayRoom Discrepancies Rooms reported by housekeeping when the physical status of the rooms do not tally the front office PMS status.Registration card Card used by all guests to register at check- in into the hotel. Room rate This rate which is designat

21、ed for a specific room.Round Trip transfer Two way transfer from airport/train station/pier to hotel and from hotel to airport/train station/pier. Safe Deposit Boxes A metal box at the front desk /in all rooms available to registered guests for safekeeping of items.Sleep out When a guest keeps the r

22、oom but does not stay inSkipper A guest who left the hotel without doing the check out procedure and having arranged a settlement of the account. Room service/In room dining Food and beverage service provided in privacy to the guest room by a waiter.Register Process of putting a guest record into th

23、e hotel system as an in-house guest.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 block booking.Rack Rate Published rates Stay Over/In House Guest An occupied room that will not be checking out in the current da

24、y.Shift The number of hours worked by a member of staff in one day.Tour Group A group booked by a travel agent or association, etc.Trace A message/instruction left in the PMS for the relevant department to follow up. Travel Agent Represents guests to arrange travel and hotel bookings.Up Selling Movi

25、ng a guest into a higher priced room in the hotel with a rate increase.Up Grade Situation where a guest is given a high priced room at a lower rate, usually for business promotions, short of room, or authorized by GM/RM/DOM. Ect. Vacancy Room available for sale but not occupied during the period. Sa

26、leable guest room that is not occupied.Walk in Guest requesting accommodation at the Front Desk without having made a reservation.Waiting List Record of guest who are awaiting confirmation of wait reservations.Wake up call/morning call Telephone calls placed by the operator to wake the guest at his/

27、her requested time.Department: DeptAccounting Receivable : A/RAccounting /ACCBusiness Center/BCConcierge/CONCEngineering/ENGInformation System/ITFood & Beverage/F & BFront Office/FOFront Desk/FD Sale & Marketing/S & MExecutive Office/EOFitness Center/FCHuman Resources/HRHousekeeping/HSKPPriority Automatic Branch Exchange/PABXPublic Relation/PRReservation/RSVNLoss & Prevention/L & P General Manager/GMDeputy Gener