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American Plan(AP)
A type of room rate which includes the price of the room, breakfast,
lunch and dinner. Also known as full pension.
Apartment hotel
Accommodation in apartment style units rather than rooms: with
minimum or expanded in-suite cooking facilities. Defined by
legislation for licensing and classification purposes.
Available rooms (suites, beds)
The number of these normally available on a day to day basis,
LESS those permanently used for some purpose other than guest
occupancy.
Average Room Rate(ARR)
The total of room revenues for a given period (day, month to
date, month, year to date), divided by the number of rooms occupied
for the same period. Frequently used as a measure of economic
performance.
Bed and Breakfast(B&B)
A type of room rate which includes the price of the room and
breakfast. Also known as Continental Plan.
Central Reservations' System(CRS)
The ability of guests to make a reservation for one of a number
of hotels by contacting one only agency contracted by hotels
acting as a group, to operate this "central" reservations' service.
Complimentary room
An occupied guest room for which no price is charged. This may
include a room occupied by a hotel employee.
Credit card commissions
A fee paid to credit card companies based on a contracted percentage
of credit card charges accepted.
Facilities
Core physical features: accommodation, restaurants, bars, meeting
rooms.
Frequent Independent Traveler(FIT)
Designation which applies to visitors who arrive on their own
as opposed to being a part of an organized group.
Franchise
The right to market a service and/or product often exclusive
for a specified area, as granted by the manufacturer, developer
or distributor in return for a fee: prevalent in the fast food
industry but increasingly adopted within the hotel community.
Front office
An office usually situated in the lobby: always inside the main
entrance, the main functions of which are : Control and sale
of guest rooms Providing key, mail and information service for
guests Keeping guest accounts, rendering bills and receiving
payments Providing information to other departments.
Guest account
An itemised record of a guest's charges and credits, which is
maintained in the front office until departure. Also referred
to as a guest bill, guest folio and guest statement.
Guest amenities
Not to be confused with "amenities", this is the term given
to a range of disposable items provided in guest room bathrooms
and include items such as shampoos, skin creams, conditioners,
soaps, toothpaste, toothbrush, shower caps the cost of which
is built into room rates.
Guest check
The invoice presented to restaurant and bar patrons for food
and beverage consumed. Also referred to as a waiter's check
or restaurant check.
Guest history
A record maintained for each guest who has stayed at the hotel
with a separate entry for each visit and details of pertinent
preferences. Used as a valuable reference by reservations, marketing
and credit departments, guest history is now available through
computerization.
Guest House
A personal residence with a small amount of overnight accommodation
sometimes limited by legislation and residence constraints.
Typically provides breakfast which is included within the room
rate but no other meals. Not licensed to provide alcoholic beverages
commercially.
Guest services' directory
A documented listing of all of the features of a hotel together
with general and pertinent information about the community within
which the property is located. Directories are usually provided
in each guest room.
High(Peak) season That period of consecutive months
during which optimum revenues, room/suite occupancy and average
room rates are generated. In the Rajasthan this is generally
October through March.
Hotel
Minimum number of available rooms, services and amenities usually
defined by legislation for licensing and classification purposes
as well as eligibility for fiscal incentives in some jurisdictions.
May provide food and beverage services on site but not always
within the accommodation building(s): usually by in-house staff
but occasionally through an outside food and beverage contractor.
May or not provide a range of recreation and other amenities
on site or by arrangement with others off site. Includes motor
hotel, resort hotel or resort, commercial hotel.
Hotel Representative
An individual or firm whose responsibility is to facilitate
market accessibility to the hotel property by the travel trade.
Low (off peak) season
Those consecutive months during which the lowest revenues, room/suite
occupancy and average room rates are generated. In the Rajasthan
this is generally April to September.
Mini bar
A specially designed small floor mounted refrigerator containing
a variety of beverages and snacks located in guest rooms, with
individual guest room key access. Acts as a more credible and
profitable substitute for room service.
Motel
Overnight accommodation originally targeted to automobile traveler's,
and therefore situated at roadside. A more contemporary definition
would be the provision of accommodation only, with no other
amenities and services provided by the motel.
Occupancy, percentage of (Occ. %)
The percentage of available rooms occupied for a given period
of consecutive time. It is calculated by dividing the number
of rooms occupied for a period by the number of rooms available
for the same period, expressed as a percentage.
Overbooking
The name given to a situation in which more room reservations
have been taken by a hotel than what the hotel can accommodate.
Hotels which use overbooking as a policy are increasingly being
targeted by tour wholesalers and operators in an attempt to
better control and minimize the serious adverse marketing effects
which overbooking has for all stakeholders.
Package
The name given to an assembly of components under a one price
system. Typically, the core package price would include: return
transportation, ground transfers, baggage handling, accommodation,
one or more meals per day, applicable taxes. Car rentals, recreation
and entertainment and gratuities may also be included, but are
more often supplementary to the core package price.
Rack Rate
The full, undiscounted room rate (price) which is published.
Registration card (Reg. Card)
A form on which arriving guests record their names, addresses
and other details including mode of transportation used, nationality,
purpose of visit (usually business or pleasure), method of payment,
length of stay confirmation. A space is also provided for signature.
Additional questions may be included as a part of the hotel's
market research information. The attending front office clerk
then completes detail on room rate and room number.
Resort Hotel
A hotel that caters mainly to vacationers or tourist, usually
offering more recreational amenities and services in a more
aesthetically pleasing setting than other hotels.
Room block
A predetermined number of rooms reserved in advance for group
(conference, tour) use.
Room service Food and beverage served in a guest room.
Safety deposit boxes
Individual boxes provided for the safekeeping of guest valuables.
Located either in a central, secure and supervised location
or in individual guest rooms.
Timeshare
A marketing and equity financing concept which permits participants
to enjoy vacation accommodation for a fixed, one time amount
for life, or shorter contracted period.
Tour operator An organization or individual who actively
manages and escorts tours and tour packages to FIT and group
visitors.
Transfer
This refers to the transportation of visitors between their
point of arrival and selected hotel, and back again on departure
day.
Wake up call
A call made by front office, usually by telephone, to a guest
room, at the time requested by a room guest to be wakened.
Walk In A guest
Who checks-in without an advance reservation. |
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