Thuật ngữ trong Khách sạn Quốc tế

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Thuật ngữ trong Khách sạn Quốc tế

Bài gửi  Admin on Mon Oct 08, 2012 1:49 pm

ALA CARTE MENU:
A food and beverage menu in which each item is listed and priced separately.
ACTUAL BEVERAGE COST PERCENTAGE:
Net beverage cost divided by total bar sales
ADJOINING ROOMS:
Guestrooms located side by side without a connecting door between them
AFFILIATED HOTEL:
A hotel that is a member of a chain, franchise, or referral system. Membership provides special advantages, particularly a national reservation system.
ALCOHOLIC BEVERAGE MENU:
A menu that lists cocktails, wines, and other alcoholic beverages an operation offers to guests. Alcoholic beverages can be listed on a separate menu or included on the regular menu. Restaurants with a large selection of wines may have a separate wine list. Many beverage menus also include no- or low-alcohol drinks
ALL-SUITE HOTEL:
A hotel that features suites. A suite is an accommodation larger than the typical hotel room, with a living space separate from the bedroom. A suite can also have a kitchenette or whirlpool
AMENITY:
Service or item offered to guests or placed in guestrooms for the comfort and convenience of guests, and at no extra cost. Examples are various guest services (such as in-room entertainment systems, automatic check-out, free parking, concierge services, and multilingual staff) in addition to an array of personal bathroom items offered by most hotels and motels. Amenities are designed to increase a hotel's appeal, enhance a guest's stay, and encourage guests to return
AVERAGE OCCUPANCY:
A ratio that shows rooms sold over a fixed period of time as a percentage of total available rooms in a property over the same period of time.
AVERAGE OCCUPANCY PER ROOM:
A ratio that shows the average number of paid guests for each room sold. Calculated by dividing number of paid room guests by number of rooms sold. Measures management's ability to use the lodging facilities.
AVERAGE ROOM RATE:
A ratio that indicates average room rate, and to what extent rooms are being up-sold or discounted; calculated by dividing rooms revenue by number of rooms sold. Also called average daily rate or ADR.
BACK OF THE HOUSE:
The functional areas of a hotel or restaurant in which employees have little or no direct guest contact, such as kitchen areas, engineering and maintenance, and the accounting department.
BANQUET:
A meal prepared for a particular group, for which the number of guests and the menu are predetermined. Most properties offering banquet service have special facilities for banquet food production and service
BAR:
That area of a beverage operation in which drinks are prepared and from which drinks are sold.
BAR MENU:
The primary types of beverages that a beverage operation is prepared to serve, including draft and/or bottled beers, wine, mixed drinks, and specialty drinks. The bar menu usually includes the projected drink preferences of the operation's target markets.
BILLBOARD:
A large panel designed to carry outdoor advertising.

BLEACH:
A chemical used in laundry operations to remove stains, kill bacteria, and whiten fabrics. There are two kinds of bleaches: chlorine and oxygen. Chlorine bleach can be used with any washable, natural, colorfast fiber. Oxygen bleach is milder than chlorine bleach and is generally safe for most washable fabrics. Oxygen bleach should never be used with chlorine bleach as the two will neutralize each other.

BOOKING ENGINE:
An online system used by hotels that allows prospective hotel guests to check availability and make reservations at the hotel.

BUFFET:
An assortment of foods offered on a table in self-service fashion
BUFFET SERVICE:
Hot and cold foods attractively arranged on platters are placed on large serving tables and guests walk up to help themselves. Sometimes each course is placed on a separate table. Service personnel, such as carvers, may be required to assist guests.
BUSINESS MIX:
A hotel's desired blend of business from various segments such as business transient, corporate group, leisure, and convention
CALL ACCOUNTING SYSTEM:
A system that is part of the telephone equipment that prices telphone calls made by hotel guests and sends the information to the property management system (PMS) for billing.
CANCELLATION:
A reservation voided by a guest.
CARD KEY:
A plastic card, resembling a credit card, used in place of a metal key to open a guestroom door. Card keys require electronic locks
CENTRAL HEATING SYSTEM:
A system in which heat is supplied to areas of a building from a central unit through a network of ducts or pipes
CENTRAL RESERVATION OFFICE:
Part of an affiliate reservation network. A central reservation office typically deals directly with the public, advertises a central (usually toll-free) telephone number, provides participating properties with necessary communications equipment, and bills properties for handling their reservations
CENTRAL RESERVATION SYSTEM:
An external reservation network. See also Affiliate Reservation System and Non-Affiliate Reservation System.
CHAIN OPERATING COMPANY:
A firm that operates several properties, such as Holiday Inn Worldwide or Hilton Hotels Corporation. Such an operator provides both a trademark and a reservation system as an integral part of the management of its managed properties.
CHECK-IN:
The procedures for a guest's arrival and registration.
CHECK-OUT:
(1) The procedures for a guest's departure and the settling of his or her account.
(2) A room status term indicating that the guest has settled his or her account, returned the room keys, and left the property.
CHEF DE PARTIE:
The chef in charge of a particular food production area in the kitchen.
CHINA, GLASSWARE, SILVER, AND LINEN:
A property, plant, and equipment asset account unique to hospitality firms

COMPLIMENTARY OCCUPANCY PERCENTAGE:
A ratio that shows the percentage of occupied rooms that are complimentary and generate no revenue; calculated by dividing complimentary rooms for a period by total available rooms for the same period. Sometimes referred to simply as complimentary occupancy.
COMPLIMENTARY ROOM:
A complimentary or "comp" room is an occupied room for which the guest is not charged. A hotel may offer comp rooms to a group in ratio to the total number of rooms the group occupies. One comp room may be offered for each fifty rooms occupied, for example.
CONCIERGE:
An employee whose basic task is to serve as the guest's liaison with hotel and non-hotel attractions, facilities, services, and activities
CONFIRMED RESERVATION:
An oral or written statement by the supplier (a carrier, hotel, car rental company, etc.) that he or she has received and will honor a reservation. Oral confirmations have virtually no legal worth. Even written or telegraphed confirmations have specified or implied limitations. For example, a hotel is not obligated to honor a confirmed reservation if the guest arrives after 6 p.m., unless late arrival is specified. Confirmed reservations may be either guaranteed or non-guaranteed
CONNECTING ROOMS:
Two or more guestrooms with private connecting doors permitting guests access between rooms without their having to go into the corridor.
CONTINENTAL BREAKFAST:
A small morning meal that usually includes a beverage, rolls, butter, and jam or marmalade.
CONTINENTAL PLAN:
A room rate that includes continental breakfast.
CUISINE:
A particular style or manner of preparing or cooking food.
CURTAINS:
Window coverings made from lightweight material that allows light to filter through. Compare Draperies
DEEP-FAT FRYER:
An appliance in which foods are cooked by immersing them in heated fat. Often referred to simply as a deep fryer.
DESSERT MENU:
A separate menu designed to remind guests of the dessert items listed on the regular menu. It may also list desserts not shown on the regular menu and include dessert specials as well. Upscale restaurants may include after-dinner wines, cordials, brandies, and liqueurs on the dessert menu.
DIRECTOR OF SALES (DOS):
The manager of a hotel sales department.
DISHWASHING MACHINE:
An appliance that washes and rinses dishes automatically
DOMESTIC TOURISM:
Travel within the traveler's country of residence.
DOORKNOB MENU:
A type of room service menu that a housekeeper can leave in the guestroom. A doorknob menu lists a limited number of breakfast items and times of the day that the meal can be served. Guests select what they want to eat and the time they want the food delivered, then hang the menu outside the door on the doorknob. The menus are collected and the orders are prepared and sent to the rooms at the indicated times.
DOUBLE:
(1) A guestroom assigned to two people.
(2) In beverage operations, a drink prepared with twice the standard measure of alcohol in one glass.
DOUBLE OCCUPANCY PERCENTAGE:
See Multiple Occupancy Percentage.
DOUBLE OCCUPANCY RATE:
A rate used for tour groups that bases the per-person charge on two to a room.
DOUBLE-LOCKED ROOM:
An occupied room for which the guest has refused housekeeping service by locking the room from the inside with a dead bolt. Double-locked rooms cannot be accessed by a room attendant using a standard passkey.
DRAPERIES:
Unlike curtains, draperies are made of heavier material and are designed to keep light out. Draperies are better than curtains in absorbing sound and keeping heat from escaping through windows.
EARLY ARRIVAL:
A guest who arrives at the property before the date of his or her reservation.
EARLY MAKEUP:
A room status term indicating that the guest has reserved an early check-in time or has requested his or her room to be cleaned as soon as possible.
ECOTOURISM:
Low-impact tourism that avoids harming the natural or normal environment. In this relatively new approach to promoting enjoyment, as well as protection, of the environment, tourists seek out environmentally-sensitive travel and/or tours or vacations which, in some way, improve or add to their knowledge of an environment.
ETHNIC MENU:
Menu featuring the cuisine of a particular nation or ethnic group, such as Chinese, Mexican, or Italian.
ETHNIC RESTAURANT:
A restaurant featuring the cuisine of a particular nation or ethnic group, such as Chinese, Mexican, or Italian.
EUROPEAN PLAN:
A room rate that does not include any meals.
EXECUTIVE FLOOR:
A floor of a hotel that offers exceptional service to business and other travelers. Also called a business floor or the tower concept.
EXECUTIVE HOUSEKEEPER:
The person in charge of a housekeeping department in a lodging property. The executive housekeeper is a member of the management team.
EXPECTED ARRIVAL/DEPARTURE REPORT:
A daily report showing the number and names of guests expected to arrive with reservations, as well as the number and names of guests expected to depart.
EXPECTED ARRIVALS LIST:
A daily report showing the number of guests and the names of guests expected to arrive with reservations.
EXPECTED DEPARTURES LIST:
A daily report showing the number of guests expected to depart, the number of stay-overs (the difference between arrivals and departures), and the names of guests associated with each transaction.
FABRIC BRIGHTENER:
Type of laundry chemical that keeps fabrics looking new and the fabrics' colors close to their original shade. Fabric brighteners are often pre-mixed with detergents and soaps. Also called an optical brightener.
FAMILIARIZATION (FAM) TOUR:
A reduced-rate, often complimentary, trip or tour offered to travel agents, wholesalers, incentive travel planners, travel writers, broadcasters, or photographers to promote a hotel or a destination

FAMILY-STYLE SERVICE:
A table service style in which food is placed on large platters or in large bowls which are taken to the tables by servers. Guests pass the food around their table and serve themselves.
FOLIO:
The guest's bill that all hotel and incidental charges are posted to.
FOOD AND BEVERAGE DIVISION:
The division in a hospitality organization that is responsible for preparing and serving food and beverages within the organization or property. Also includes catering and room service.
FOOD AND BEVERAGE MANAGER:
A person who plans, directs, organizes, and controls all phases of the food and beverage departments of an establishment
FOREIGN INDEPENDENT TOUR (FIT):
A tour created for individuals or families who walk into a travel agency and tell an agent what country or area they would like to visit and what they would like to see and do there

FREEZER:
A reach-in or walk-in food storage unit that maintains a temperature of 0°F (-18°C) or less.
FRENCH SERVICE:
An elegant, complex type of dining service in which entrées are prepared at tableside by service employees. Used only in gourmet, high-check-average dining operations. Also known as tableside or cart service.
FRONT DESK:
The focal point of activity within the hotel, usually prominently located in the hotel lobby. Guests are registered, assigned rooms, and checked out at the front desk.
FRONT DESK AGENT:
A hotel employee whose responsibilities center on the registration process, but also typically include preregistration activities, room status coordination, and mail, message, and information requests.
FRONT OF THE HOUSE:
The functional areas of a hotel or restaurant in which employees have extensive guest contact, such as the front desk (in hotels) and the dining room(s).
FRONT OFFICE:
A hotel's command post for processing reservations, registering guests, settling guest accounts, and checking guests in and out.
GARNISH:
(1) Decorative edible items used to ornament or enhance the eye appeal of another food item.
(2) To add such a decorative item to food.
GENERAL MANAGER:
The chief operating officer of a hotel or a restaurant.
GLOBAL DISTRIBUTION SYSTEM (GDS):
A network of internet reservation systems that provide a central place where travelers and travel agents can check availability and reserve travel related products like hotels, airline, car rentals, cruises, rail. Formed and managed by the airline industry and includes system like Sabre, Apollo, Amedaus, Pegasus
GRIDDLE:
A cooking appliance with a one-piece polished steel, chrome-plated, or cast-iron plate heated by burners underneath

GROUP RESERVATIONS:
A block of multiple guestrooms that are being held under an indivual or business' name at a particular hotel for a specific date or range of dates. Generally used for conventions, conferences, meetings, receptions, weddings, etc.
GUEST COMMENT CARD:
Short questionnaires that lodging properties and food service establishments ask their guests to fill out. Guest comments are used by the property to define current markets and to improve the operation.
GUEST HISTORY CARD:
A record of the guest's visits including rooms assigned, rates, special needs, and credit rating.
GUEST HISTORY FILE:
A file containing guest history cards. It is maintained for marketing purposes and is referred to for return visits.
GUEST INFORMATION SERVICES:
Automated information devices in public hotel areas that enable guests to obtain information about in-house events and local activities
GUEST LEDGER:
A type of ledger that consists of individual records (called folios) of the hotel's registered guests. The guest ledger provides current status on guest charges and payments; the front office is responsible for summarizing these transactions during the guest's stay. A guest ledger may also be referred to as a front office ledger, transient ledger, or room ledger.
GUEST MIX:
The variety and percentage distribution of hotel guests-- individual, group, business, leisure, and so on--who stay at a hotel or patronize a restaurant.
GUEST PROFILE:
A list of the characteristics that a property's guests have in common. The guest profile helps management to identify which market segments the property appeals to and which segments the property wants to attract.
GUEST RELATIONS:
The establishment of personal rapport and goodwill with guests through service and attention to individual guest
needs. In a narrower sense, the promotion of in-house products and services, the entertainment of VIPs, and the handling of social functions--especially in a resort hotel.
GUARANTEED RESERVATIONS :
A reservation that is guaranteed by the guest to be paid even if the guest fails to arrive. Often this guarantee is made by a company or with a credit card.
GUEST SERVICE MANAGER (GSM):
Manager of the guest services depatment.
GUEST SERVICE REPRESENTATIVE (GSR):
Employees who provide check-in check-out, mail, key, message, and information services for guests.
GUEST SURVEY:
A questionnaire completed by guests and used by managers to define current markets and to improve the operation. Managers may talk with guests through the survey or leave the questionnaires with them to fill out. Questionnaires may be long, and some questions may require detailed answers.
GUESTROOM KEY:
A key that opens a single guestroom door if it is not double-locked.
GUESTROOM MAINTENANCE:
A form of preventive maintenance involving the inspection of a number of items in the guestroom, minor lubrication of doors and other equipment, repair of obvious small problems and, when needed, the initiation of a work order for more substantial problems or needs.
HOSPITALITY INDUSTRY:
Lodging and food service businesses that provide short-term or transitional lodging and/or food.
HOSPITALITY SUITE:
A room used for entertaining (e.g., a cocktail party); usually a function room or parlor.
HOTEL:
A large lodging facility, generally a hotel is full service and a multi-story building with interior entrance guest rooms.
HOTEL CHAIN:
A group of affiliated hotels.
HOTEL MANAGEMENT COMPANY:
A company that is hired to professionally manage a hotel(s) for other owners.
HOTEL REPRESENTATIVE:
An individual who offers hotel reservations to wholesalers, travel agents, and the public. A hotel representative or "rep" may be paid by the hotels he or she represents on a fee basis or by commission. Many hotel reps also offer marketing and other services.
HOUSE BRAND:
Beverage brand served when the guest does not request a specific brand.
HOUSE LIMIT:
A guest credit limit predetermined by management officials.
HOUSEKEEPING DEPARTMENT:
A department of the rooms division, responsible for cleaning the hotel's guestrooms and public areas
ICE BIN:
A container located in the underbar with readily available ice for making drinks.
ICE MACHINE:
An appliance that makes cubed, crushed, or flaked ice automatically.
INCENTIVE TRAVEL:
Travel financed by a business as an employee incentive.
INCIDENTAL CHARGES:
Guest charges on a folio or bill for items other than room and tax such as; food, beverage, phone, movies, etc.
INDEPENDENT HOTEL:
A hotel with no chain or franchise affiliation. It may be owned by an individual proprietor or a group of investors.

IN-ROOM MOVIE SYSTEM:
Guestroom entertainment provided through a dedicated television pay channel. Charges for the use of this in-room entertainment are posted to the appropriate guest folio.
JIGGER:
Double-ended measuring devices typically made of stainless steel. Each end of the jigger holds a different amount (for example, three-fourths of an ounce and either an ounce or an ounce and a half).
KING BED:
A bed approximately 78 inches by 80 inches

LATE ARRIVAL:
A guest holding a reservation who plans to arrive after the property's designated cancellation hour and so notifies the property.
LATE CHARGE:
Charged purchase made by a guest that is posted to the guest's folio after the guest has settled his or her account.
LATE CHECK-OUT:
A guest who is being allowed to check out later than the property's standard check-out time.
LINEN ROOM:
Area in a hospitality operation that is often considered the headquarters of the housekeeping department. This is the area where the housekeeping employee typically reports to work, receives room assignments, room status reports, and keys; assembles and organizes cleaning supplies; and checks out at the end of his or her shift.
LIQUEUR:
A flavored, usually sweet alcoholic beverage with an alcohol content higher than fortified wine, but lower than most liquors.
LIQUOR:
Unsweetened, high-alcohol-content beverages such as gin, vodka, rum, and the various whiskeys, including scotch.
LONG-TERM STAY/RELOCATION GUESTS:
Those individuals or families relocating to an area who require lodging until permanent housing can be found.
LUNCHEON:
A light noonday meal.
MASTER FOLIO:
A bill that all charges for the members of a group are posted to.
MASTER KEY:
A key that can open all guestroom doors that are not double-locked.
MICROWAVE OVEN:
An oven that uses very short electromagnetic waves to cook food.
MINI-BAR:
A small, under-the-table unit that can be stocked with liquor, beer, and wine, usually located within a hotel room for the convenience of guests MIXER:
An appliance used to knead, whip, emulsify, slice, mix, beat, grind, or chop different types of solid food, solid food and liquid(s), or two or more different liquids. Typically, the motor is above the bowl, with the attachments hanging from the motor. Commonly known as a blender

NATIONAL TOURISM OFFICE:
Primary government agency responsible for implementing national goals and public policy with respect to tourism, and for providing information services to international travelers.

NON-PERISHABLE FOOD:
Food product that resists spoilage unless it is improperly handled and stored; for example, dry grocery items such as sugar, flour, spices, and dry beans.
OCCUPANCY REPORT:
A report prepared each night by a front desk agent that lists rooms occupied that night and also lists those guests expected to check out the following day.
OCCUPIED:
A room status term indicating that a guest is currently registered to the room.
ON THE ROCKS:
Term that refers to a drink served in a glass with ice in it.
ONLINE RESERVATION SYSTEM:
An internet based system used by hotels that allows prospective hotel guests to check availability and make reservations at the hotel.
OUT-OF-ORDER:
A room status term indicating that a room cannot be assigned to a guest. A room may be out-of-order for maintenance, refurbishing, deep cleaning, or other reasons.
OVERBOOKING:
Accepting reservations that exceed available rooms
OVERSTAY:
A guest who remains at the property after his or her stated departure date.
P index
PACKAGE:
A special offering of products and services created by a hotel to increase sales. There are weekend packages, honeymoon packages, sports packages, and so on. A typical package might, for a special price, include the guestroom, meals, and the use of the property's recreational facilities.
PACKAGE TOUR:
A tour put together by a tour packager or operator. Travelers who buy the package make the trips by themselves rather than with a large group. The package offers, at an inclusive price, several travel elements which a traveler would otherwise purchase separately--any combination of lodging; sight-seeing; attractions; meals; entertainment; car rental; and transportation by air, motorcoach, rail, or even private vehicle. A package tour may include more than one destination.
PERISHABLE FOOD:
Food product that spoils readily without special processing or preservation techniques. Perishable foods include most products used daily in a food service facility: meats, poultry, fish, shellfish, eggs, dairy products, and most fruits and vegetables.
PLATE SERVICE:
A variation of table service; basic service style in which fully cooked menu items are individually portioned, plated (put on plates) in the kitchen, and carried to each guest directly.
PLATTER SERVICE:
A table service style in which servers carry platters of fully cooked food to the dining room, present them to the guest for approval, and then serve the food.
POINT OF SALE SYSTEM (POS):
A computerized system that reatil outlets such as restaurants, gift shops, etc, enter orders and maintains various accounting information. The POS generally interfaces with the property management system (PMS).
PORT:
(1) In beverage operations, the famous fortified sweet wine from Portugal.
(2) In computer technology, a plug on a computer hardware device that accommodates a cable coming from another hardware device.
(3) In housekeeping, an opening into a washing machine through which detergent can be poured. Also called a hopper.
PORTION:
A standard quantity of food or beverage served for one person.
PORTION COST:
The standard food cost for an item that is sold as a single menu selection. The portion cost indicates the cost incurred by preparing one portion of the menu item according to its standard recipe.
POTABILITY:
Suitability for drinking.
POTABLE WATER:
Water that is suitable for drinking.
PROPERTY MANAGEMENT SYSTEM (PMS):
A computerized front desk system that manages hotel room inventory, guest billing and interfaces with various other systems such as telephone, call accounting, point of sale (POS), entertainment, etc.
QUEEN:
A bed approximately 60 inches by 80 inches.
RACK RATE:
The current rate charged for each accommodation as established by the property's management.
REFRESHMENT BREAK:
A period between conference or work sessions during which coffee or other refreshments are served.
REFRIGERATOR:
A chilled reach-in or walk-in storage unit used to maintain the quality of food.
RESERVATIONS :
A guestroom that being held under an indivual or business' name at a particular hotel for a specific date or range of dates.
RESERVATIONS AGENT:
An employee, either in the front office or in a separate department, who is responsible for all aspects of reservations processing.
RESERVATIONS DEPARTMENT:
A department within a hotel's rooms division staffed by skilled telemarketing personnel who take reservations over the phone, answer questions about facilities, quote prices and available dates, and sell to callers who are shopping around.
RESIDENT MANAGER:
The manager in charge of the rooms division in a mid-size to large hotel. Sometimes resident managers are also in charge of security
RevPAR:
A statistic used in the hotel industry used to measure revenue per available room. Total hotel room revenue divided by the total rooms available to rent for a day or range of dates.
ROOM ATTENDANT'S CART:
A lightweight, wheeled vehicle used by room attendants for transporting cleaning supplies, linen, and equipment needed to fulfill a block of cleaning assignments.
ROOM BLOCK:
An agreed-upon number of rooms set aside for members of a group planning to stay at a hotel.
ROOM DATA CARD:
A card used to record information concerning the basic characteristics and major elements of an individual guestroom.
ROOM INSPECTION:
A detailed process in which guestrooms are systematically checked for cleanliness and maintenance needs.
ROOM NIGHT:
One guestroom occupied for one night.
ROOM RATE:
The price a hotel charges for overnight accommodation. See also Rack Rate.
ROOM SERVICE:
The department within a food and beverage division that is responsible for delivering food or beverages to guests in their guestrooms. May also be responsible for preparing the food and beverages.
ROOM SERVICE MENU:
A menu offered by lodging properties that serve food to guests in the guestroom, suite, cabin, etc. Room service menus usually offer a limited number of items because it is difficult to maintain food quality while transporting the food to the guest.
ROOM STATUS:
Information about current and future availability of guestrooms in a lodging property. Current availability is determined through housekeeping data. Future availability is determined through reservations data. Information about availability data which extends several days into the future is important because it may affect the length of stay of in-house guests.
ROOM STATUS DISCREPANCY:
A situation in which the housekeeping department's description of a room's status differs from the room status information that guides the front desk employee in assigning rooms to guests. Discrepancies can seriously affect a property's ability to satisfy guests and maximize rooms revenue.
ROOMING LIST:
A list of the guests who will occupy reserved accommodations. This list is submitted in advance by the buyer.
ROOMS ACTIVITY FORECAST:
Information on anticipated arrivals, departures, stay-overs, and vacancies. Managers use this forecast to determine staffing needs at the front desk and in housekeeping areas.
ROOMS ALLOTMENT REPORT:
A report that summarizes rooms committed (booked or blocked), by future date.
ROOMS AVAILABILITY REPORT:
A report that lists, by room type, the number of available rooms each day (net remaining rooms in each category).
ROOMS CHECKLIST:
A list, used for guestroom (preventive) maintenance, of all the items in the guestroom with a brief notation opposite each item of the type of inspection, repair, lubrication, adjustments, or cleaning activity to be performed.
ROOMS DISCREPANCY REPORT:
A report that notes any variances between front desk and housekeeping room status updates. It often alerts management to investigate the possibility of sleepers. See Sleeper.
ROOMS DIVISION:
The largest, and usually most profitable, division in a hotel. It typically consists of four departments: front office, reservations, housekeeping, and uniformed service.
ROOMS HISTORY REPORT:
A computer-based report that depicts the revenue history and use of each room by room type. This report is especially useful to those properties employing an automatic room assignment function.
ROOMS MANAGEMENT MODULE:
A front office application of a computer-based property management system. The module (a) maintains up-to-date information on the status of rooms, (b) assists in the assignment of rooms during registration, and (c) helps coordinate various guest services.
ROOMS PRODUCTIVITY REPORT:
A report that ranks room types by percentage of occupancy and/or by percentage of total rooms revenue.
ROOMS STATUS REPORT:
A report that indicates the current status of rooms according to housekeeping designations, such as: on-makeup, on-change, out-of-order, clean, and ready for inspection
SEMI-PERISHABLE FOOD:
Food product that has a longer shelf life than perishable foods, but should be stored under recommended time-temperature combinations; includes nuts, apples, potatoes, and waxed vegetables such as cucumbers.
SERVICE CHARGE:
A percentage of the bill (usually 10% to 20%) added to the guest charge for distribution to service employees in lieu of direct tipping.
SERVICE STATION:
A small work island located in a dining room.
SERVING:
The control point in which finished menu items are transferred from the production department to guests.
SIDEWORK:
Setup and cleanup work that must be done before and after dining rooms are opened. Examples include restocking server supply stations, filling salt and pepper shakers, etc
SINGLE BED:
A bed approximately 36 inches by 75 inches.
SOUS CHEF:
An assistant chef or cook.
SPA:
A mineral spring, or a locality or resort hotel near such a spring, to which people resorted for cures (from Spa, a watering place in eastern Belgium). Today, the word spa is used more loosely to refer to any fashionable resort locality or hotel.
SPECIALTY MENU:
A menu that differs from the typical breakfast, lunch, or dinner menu. Specialty menus are usually designed for holidays and other special events or for specific guest groups. Children's, beverage, dessert, and banquet menus are examples.
SPECIALTY RESTAURANT:
A theme restaurant that features certain types of food.
SPIRIT:
Any alcoholic beverage containing a significant amount of distilled ethanol; spirits are classified according to either their alcoholic source or their processing method.
SUITE:
(1) A guestroom with a parlor area in addition to a sleeping room, and perhaps a kitchenette.
(2) Several pieces of furniture of similar design, usually sold together to outfit a complete room.
SUITE HOTEL:
A hotel whose sleeping rooms have separate bedroom and living room or parlor areas, and perhaps kitchenettes.
TABLE SKIRT:
A piece of linen that covers the sides of the table.
TABLE TOP DISPLAY:
A portable display that can be placed on top of a table.
TOUR OPERATOR:
A business that puts together travel tours and sells them directly to individuals or through travel agencies.
TOURISM DEVELOPMENT:
The long-term process of preparing for the arrival of tourists; entails planning, building, and managing attractions, transportation, accommodation, services, and facilities that serve the tourist.
TWIN:
A guestroom with two twin beds.
TWIN BED:
A bed approximately 39 inches by 75 inches
UNINTERRUPTIBLE POWER SUPPLY:
A device equipped with a battery pack that is placed on the computer's power line so that any fluctuation in the power coming to the computer will trigger the battery pack to compensate for any energy deficiencies and provide the computer with a continuously stable energy source.
UPGRADE:
To move to a better accommodation or class of service.
VACANT:
A room status term indicating that the room has been cleaned and inspected, and is ready for the arriving guest.
VEGETABLE:
Any plant grown for an edible part other than the ovary, which is classified as fruit.
VEGETABLE FRUIT:
A vegetable (such as the tomato) technically classified as a fruit because it contains the ovary of the plant.
VENTILATION:
The process of supplying air to or removing air from an interior space.
WALK-IN GUEST:
A guest who arrives at a hotel without a reservation.
WALK-IN REFRIGERATOR/FREEZER:
A large refrigerator or freezer used in high-volume kitchens for storage of perishable items.
WALKING A GUEST:
A situation in which a hotel is unable to honor a guest's reservation and helps the guest find accommodation elsewhere.
YIELD MANAGEMENT:
A process or strategy that hotel operators use to maximize their hotel room revenue by achieving the right balance between room rates and occupancy that generates the most revenue

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