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Hotel Terminology
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Advance Payment
Money requested by the receptionist at
the Check
–
In from a guest
who has not made an
advance
reservation
and
who
is
unable
to
produce
any
of
the
credit
cards
accepted
by
the
Hotel.
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Amenity
A gift for the guest with compliments
of the Hotel. Liquor, fruit basket, etc.
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Authorization Approval Code
A code given by credit card company to
the hotel to indicate that they have extended
credit
limit for one of its cardholder.
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Average Transient Rate(ATR)
Average
rate
per
occupied
room,
total
rooms
revenue
divided
by
hotel
transient
rooms
(excluding permanent revenue producing,
temporary house use and complimentary rooms)
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Accommodation
Description of
bed
–
type and location of a
particular room
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Adjoining Room
Adjacent rooms that are not serviced by
a connecting room
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Advance Deposit
Money requested by the guest services
Assistants at Check
–
In of
a guest who did not make
an
advance
reservation
and
who
is
unable
to
produce
any
of
the
credit
cards
accepted
by
Shangri
–
la
Hotels and Resorts.
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Allotment
Certain number of rooms allocated to
travel agents for freesale purpose
?
Arrival
Date of Check
–
In.
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Arrivals
–
Guests
Number
of room check
–
ins for the
period.
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Available rooms
Total number
of units excluding permanent House use rooms.
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Average House Rate(AHR)
Total rooms revenue divided by total
occupied rooms ( including permanent , house
–
use and
complimentary rooms.)
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Average length
of stay
Represents the average number
of days of a guest stay i.e. total guests divided
by arrivals.
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Average Room Rate (ARR)
Total rooms revenue divided by total
number of revenue rooms ( excluding temporary
house
–
use and
complimentary rooms)
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Back of the
house
Parts
of
the
hotel
with
which
the
guest
does
not
normally
come
into
contact
with
i.e.
personnel, housekeeping, Engineering,
Accounts, etc.
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Brunch
A meal served after
breakfast but before lunch and taking the place of
both.
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Bed types
Double : 48-54 X
80 or smaller
Twin: 42 X 80 or smaller
Queen: 60 X 80 or smaller
King: 72-80 X 80 or smaller
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Billing
instructions
Specific instructions
related to the settlement mode of
guest
’
s charges.
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Block
Room or rooms that are being hold for
the guest on a certain date.
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Booked to
capacity
Refers to a situation when the
hotel has accepted the maximum number of
reservations and is
unable to take any
more without being placed in an overbooked
situation.
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Boot
This
refers
to
the
procedure
followed
when
computer
are
changing
systems
packs
or
re-
initializing the system to ensure that memory is
reset before beginning a new program.
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Bucket
The space allocated for printed folios,
located at cashier stations.
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Car claim check
An indication tag for the guest car
that parked in the Hotel premises.
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Cash paid out
Monies disbursed for guests, either
loans or advance and charged to their accounts.
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City ledger
A
ledger
of
an
account
which
is
not
paid
at
the
front
office
cashier
but
transferred
to
the
accounts department.
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Credit Card
The card that a
guest may use to charge hotel services. I.e.
American Express, Dinner
’
s
club,
Visa, Master etc.
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Cash basis
The guest pays for the room, service
and tax for the duration of his stay upon checking
into
the hotel. No facilities are
provided by the hotel for charging other items to
his account
i.e.
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Check
–
in
Guest arrives and registers in, Date of
guest
’
s arrival and
registration.
?
Check
–
out
Guest depart and settles the bill, Date
of guest
’
s departure and
vacating room
?
Check
–
out print
out
A print out of bills for the guest
perusal before he settles the amount stated either
by cash or
credit card.
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Cash Credit
Written verification of cash received
from a guest and applied to his account
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Cancellation
A
reservation
which
is
no
longer
required
by
the
client.
City
hotels:
non
guaranteed
reservations
will
be
released
by
18:00
on
day
of
arrival.
For
guaranteed
reservations,
no
charge will be levied if booking is
cancelled before 18:00 of scheduled arrival.
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Check
–
out time
Time designated by hotel for guest to
vacate his room at completion of stay, Check out
time
m normally is 12:00 noon.
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Commissions
Money
sent
to
travel
agents
as
payment
for
sending
guest
to
a
hotel.
It
is
based
on
a
percentage
of
the
room
rate
(usually
10%),
excluding
service
charge
and
prevailing
government taxes.
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Complimentary
Rooms
given
free
for
business
promotion
purposes
(
e.g.
familiarization
groups
and
travel
agents); rooms accorded to
Hotel employee for
leisure
in accordance with corporate office
policy guidelines; group room
concessions. These free of charge rooms must be
authorized
by General Manager /
Resident Manager / Director of marketing.
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Confidential stay
Guest
requesting for his stay to be
“
< br>unlisted
”
or
“
not
registered
”
.
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Confirmation
A
written
agreement
from
a
hotel
to
a
future
guest,
showing
details
of
the
reserved
accommodation.
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Connecting
Adjacent rooms that are serviced by
connecting door.
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Contracted
rates
Specially negotiated room or meal
rates or package rates between a company (usually
travel
agents or airlines) and the
hotel for a specific duration. These rates are
often confidential.
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Convention /
Associations
Meeting group of 10 rooms
or more booked by an organization either directly
or through a
convention organizer.
Includes exhibitions.
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Convertible
parlors
Sitting room with sleeping room
furniture. Sofa converts into a bed.
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Corporate meetings
Meeting
group of 10 rooms or more booked by a corporation
but not for incentive purposes.
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Credit refund
A
refund
of
cash
deposit
which
was
obtained
from
guest
upon
check
in.
guest
is
to
acknowledge receipt of
the credit balance on the system generated paid
out voucher. Refunds
of all other
credit balance e.g. prepayment / deposit paid by
travel agents / companies should
only
be issued by the accounting department.
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Crib
A baby bed
or baby cot
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Cut
–
off date
Designated day when meeting planner
(upon request) must release or add to function
room or
bed
–
room commitment; standard practice is minimum of
30 days prior to meeting date. For
most
group, rooming lists should be sent to the hotel
at least two weeks prior to arrival.
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Daily Report
A set of reports prepared for
management by the midnight shift daily. These
reports on hotel
statistics are used by
management in their daily planning, forecasting
and marketing.
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D.N.A
Did not arrive when
accommodation reserved.
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D.N.D
A special request by guest who did not
wish to be disturbed.
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Double Locked
Door is secured from inside by guest
and cannot be opened by room attendant supervisor.
It
can be double locked by Assistant
Manager and Security offing the numberce for a
special
reason.
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Downgrade
Moving a guest to a lower category room
and decreasing his rate.
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Double rooming
When two unrelated guests are
mistakenly accommodated in the same room.
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Due
in
Numbers of expected guests / rooms
for the day.
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Due out
Room expected to be
vacated.
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Duplicate folio
Folio that
has several copies duplicated for control purpose
i.e. guest folio, deposit receipt,
room
bills etc.
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Day use rooms
Rooms only
used during the day but not for overnight. In
calculating the number of rooms
used
for occupancy. A room that is used twice in the
same day is counted as being only used
once.
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Day rate
Amount charged for accommodation used
during the day, but not overnight, usually at 50%
off rack rate.
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Dead move
Room change when guest is not in room.
To be carried out in the presence of a senior
staff,
preferably a lobby guest
services manager or a security officer.
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Definite status
Rooms which
are confirmed and taken out of general inventory
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Departure
Date of check out
?
Departures
guests
Number of guest check outs for
the period.
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Departure rooms
Number of
room check outs for the period
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Did not check
out
A condition where a room is found
vacant, but the guest did not settle his account
prior to
leaving hotel.
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Direct bill
A pre-arranged process approved by
credit of sending the
guest
’
s bill to a company
/ travel
agent
after he has check out.
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Discount
Percentage
taken
off
from
rack
room
rate,
e.g.
corporate
rate,
travel
agent
rate,
airline
rate
…
etc.
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Extension stay
Authorized
change of departure dates.
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Extra bed
A portable single bed which can
accommodate an additional guest. Also known as
rollaway
bed or (RWB)
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Float
The amount of cash a cashier has at his
/ her disposal for the day
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Front of the
house
Those parts of the hotel facility
with which the guest comes in direct contact i.e.
Front Office,
Food and Beverage
department.
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Family plan
No additional
charge for children under 18 years occupying the
same room as the parents or
guardians.
Single rate to apply per room if two or more rooms
are taken.
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Forecast
Daily,
weekly,
monthly
projection
of
rooms
to
be
occupied.
Report
showing
projected
availability for determined lengths of
time.
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Guest folio
Statement of the
guest
’
s hotel charges
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GNR(guest name record)
This
is
your
guest
reservation
record
which
includes
guest
name,
hotel
accommodations,
arrival
information, address and any other pertinent
information.
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Group others
Government,
military
or
embassy
/
consulate
booking
of
10
more
e.g.
trade
delegations.
Other group
business i.e. airline crew, sports team, film
crews, social functions, etc.
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Guaranteed
Refers to a reservation that has been
guaranteed. This means that the guest plans on
arriving
after 18:00pm and has
guaranteed to pay should be fail to arrive. The
hotel will hold the room
all
night,
and
if
the
guest
does
not
arrive,
he
will
be
charged.
In
the
event
that
the
guest
guaranteed and the hotel done not have
space when he arrives, the hotel will find
alternative
accommodation at a similar
hotel and pay for it .
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Guest history
Records showing details of
guest
’
s previous
visits
to our hotel e.g.
address, length of stay,
credit cards
used, room preference, smoking or no smoking, etc.
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Guest type code
Differentiates amongst various types of
guests to allow for delivery of specific amenities
and
services.
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Hot card
A credit card which has been reported
lost or stolen
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Hold for arrival
Holding the
items that arrived in advance before the guest
check in.
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House use rooms
Non-revenue
producing guestrooms occupied either on a
permanent or temporary basis under
the
following conditions:
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Permanent house use
House
use by staff living in the hotel for a minimum
period of 6 months. Covered into offices
for hotel management use.
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Temporary house
use
Rooms provided on a complimentary
basis to members of staff for temporary use of
less than
6
months,
to
consultants
/
suppliers
for
business
purposes
relating
to
the
hotel
and
entertainers contracted to perform at
the hotel outlets, all house use room requests
must be
authorized by General Manager /
Resident Manager and the respective division Head.
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House count / status
This
term
indicates
the
occupancy
of
the
hotel
at
any
time
of
the
day,
expressed
in
either
actual rooms or a
percentage.
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Housekeeping
The department
responsible for cleaning public areas and guest
rooms.
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In-house guest
All guest
that are registered with the hotel
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Incentives
Group
organized
and
paid
by
a
company
for
people
who
quality
for
awards
under
the
company’s
incentive program;
can be booked either directly.
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Incognito stay
See
“
confidential stay
”
.
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Individual others
Industry
rates
i.e.
50%discounted
rates
for
hoteliers
,
airline
staff,
staff,
travel
agents,
interline personnel,
all other individual reservations not covered in
the market segmentation
categories.
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Joiner
Guest to
check into room with already registered guest
requiring a separate account.
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Key rack
A rack that is used to placed the room
keys.
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King
A king-sized bed in one
room
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Limousine
The vehicle used
to transport guest to airport or other place where
guest want to go.
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Lost and found
An area under the jurisdiction of
housekeeping for the control and storage of lost
and found
items.
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Log book
Book used for communication and
reporting amongst the staff.
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Late check-out
Additional time allotted beyond the
normal check-out time. Complimentary late check-
out is
subject to space availability or
as promised e.g. valued rate (rack). If a charge
is imposed, it is
usually
50%
off
guestroom
folio
rate.
Wholesale
guests
paying
directly
for
late
check-
out
will be levied a 50% off rack rate
on room type occupied. This is to maintain
confidentiality
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