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Front Office Procedu

Test 2

QuestionAnswer
Overstays people who stay longer than their booked time
OOO OUT OF ORDER
OOI OUT OF INVENTORY
UNDERSTAY/EARLY DEPARTURE GUEST WHO LEAVES EARLIER THAN EXPECTED
OVERSTAY GUEST WHO STAYS LONGER THAN BOOKED
STAYOVER CONTINUING GUEST, AS PER BOOKING
OVERBOOKING MORE ROOMS SOLD THAN AVAILABLE
EXPECTED ARRIVALS GUESTS BOOKED TO ARRIVE TODAY
EXPECTED DEPARTURES GUESTS WHO ARRIVE DAY/S BEFORE BOOKING
WALK-INS GUESTS WITHOUT RESERVATIONS NEEDING ROOMS
ROOM COUNT STATUS OF ROOMS SOLD AND AVAILABLE
HOUSE COUNT NUMBER OF GUESTS IN HOTEL
WALKING THE GUEST SENDING A GUEST WITH A CONFIRMED OR GUARANTEED BOOKING TO ANOTHER HOTEL AS WE ARE FULL
PERCENTAGE OF NO-SHOWS NUMBER OF ROOM NO-SHOWS DIVIDED BY NUMBER OF ROOM RESERVATIONS
PERCENTAGE OF OVERSTAYS NUMBER OF OVERSTAY ROOMS DIVIDED BY NUMBER OF EXPECTED CHECK OUTS
PERCENTAGE OF WALK-INS NUMBER OF ROOM WALK-INS DIVIDED BY TOTAL NUMBER ROOM ARRIVALS
ROOMS AVAILABILITY FORMULA TOTAL NUMBER OF GUESTROOMS MINUS OUT OF ORDER ROOMS, STAYOVERS AND RESERVATIONS EQUALS NUMBER OF ROOMS AVAILABLE FOR SALE
HOW OFTEN ARE FORECASTS DONE HALF MONTH, MONTHLY, 10 DAY, AND 3 DAY
WHY IS IS HELPFUL TO KNOW THE PERCENTAGE OF NO-SHOWS THAT YOU EXPECT IN A GIVEN NIGHT SO THAT YOU KNOW HOW MUCH TO OVER SALE BY
CRS CENTRAL RESERVATION SYSTEMS STARTED IN 1960 LINKED AIRLINES WITH TRAVEL AGENTS
YIELD MANAGMENT ACT OF CONTROLLING RATES AND RESTRICINT OCCUPANCIES TO MAXIMIZE GROSS ROOM REVENUES
CORPORATE GUESTS LESS PRICE SENSITIVE, SEEK FLEXIBILITY, WEEKDAY TRAVEL, BOOK AT THE LAST MINUTE, CANNOT WAIT FOR DEALS
LEISURE GUESTS VERY PRICE SENSITIVE, WEEKEND TRAVEL, WILL TRADE PRICE FOR RESTICTIONS, ARE MOTIVATED BY DEALS
GROUP GUESTS PLACE AND DATE MORE IPORTANT THAN RATE
STAR REPORT TELL YOU HOW YOUR DOING COMPARED TO COMETIIONT
SMITH TRAVEL RESEARCH STAR REPORT
HOTELLIGENCE REPORT CAMPARES MANAGERS ROOMS AVAILABLE WITH THOSE AVAILABLE IN THE COMPETITIVE MARKET
CTA CLOSED TO ARRIVAL
TOUR GROUPS CONVENIENT FOR HOTEL, BUT LOW REVENUE PER ROOM
CONVENTION GROUPS BOOKED BY ASSOCIATION EXECUTIVE
EXPOSITION AND TRADE SHOWS SIMILAR TO CONVENTIONS, BUT STAY MAY BE LONGER
CVB'S CONVENTION AND VISITOR BUREAUS
SATISFACTION FLOWS FROM THE RELATIONSHIP BETWEEN EXPECTATION AND REALITY
SERVICE RECOVERY REVERSAL OF PROBLEM
LEARN MODEL LISTEN, EMPHASIZE, APOLOGIZE, REACT, NOTIFY
WALK-IN GUESTS COME TO THE HOTEL NEEDING A ROOM WITHOUT A RESERVATION
REGISTERED, NOT ASSIGNED (RNA) ARRIVALS FOR WHO WE HAVE A VACATED ROOM, BUT THAT ROOM IS NOT READY YET
SELF CHECK IN KIOSKS AN ATM TYPE MACHINE THAT ALLOWS THE GUEST TO REGISTER THEMSELVES
REGISTRATION CARD CARD ASKING FOR DETAILS OF THE GUEST ALONG WITH A SIGNATURE TO ESTABLISH A CONTRACTUAL RELATIONSHIP
PROPERTY MANAGEMENT SYSTEM ALGORITHMS COMPUTER PROGRAM TO MATCH RESERVATIONS WITH ROOS ON A PRIORITY BASIS
UPGRADING GIVING THE GUEST A BETTER ROOM AT A LOWER PRICE
UP SELLING PERSUADING A GUEST TO TAKE A BETTER ROOM AT A HIGHER RATE
DNS DID NOT STAY
CASH ONLY GUESTS GUESTS PAYS ROOM RENT IN CASH IN ADVANCE AND IS REGUIRED TO PAY CASH FOR ALL OTHER TRANSACTIONS
DG'S DISTINGUESHED GUESTS
ROOMING SLIPS A SLIP GIVEN TO GUESTS TO VERIFY NAME, ROOM NUMBER, AND RATE
IDENTIFICATION CARD TO SHOW GUEST IS REGISTERED, ROOM NUMBER, ARRIVAL/DEPARTRE DATES
MARKETING SELLS HOTEL SERVICES, OTHER HOTELS IN CHAIN
REGULATIONS DRESS CODE, PETS, GRATUITY RATES
INSTRUCTIONAL SAFET, SECURITY, OPERATION OF IN-ROOM FACILITIES
RACK RATE THE STANDARD POSTED RATE
GOVERNEMTN PER DIEMS THE GOVERMENT WILL PAY ONLY A FIXED AMOUNT TO ITS EMPLOYEE PER DAY, SO HTELS CHARGE LESS FOR GOVERMENT EMPLOYEES TO GET THAT BUSINESS
AUCTION TRAVEL SITES DEEP DISCOUNT ON-LINE SITES, WHERE CUSTOMERS BID FOR RATES AND HOTELS ACCEPT IF THEY THINK ROOM WILL BE EPMTY
PREMIUM PERIODS ABILITY TO CHARGE MORE THAN RACK RATE DURING SPECIAL EVENTS
DOUBLE OCCUPANCY CHARGING PER PERSON RATHER THAN PER ROOM
AMERICAN PLAN DAY GUESTS ON AMERICAN PLAN(AP) OR MODIFIED AMERICAN PLAN (MAP) MUST BE GIVEN THEIR FULL QUOTA OF MEALS
DAY RATE ROOMS SPECIALS RATES FOR STAYS OF LESS THAN OVERNIGHT
Created by: anglin_87
 

 



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