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Front Office Procedu
Test 2
| Question | Answer |
|---|---|
| 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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