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1. Account aging: A method for tracking past due accounts according to the dates the charges originated.

2. Account receivable: An amount owed to the hotel.
3. Achievement factor: The % of the rack rate that a hotel actually receives. In hotels not using yield management
software, this factor is generally approximated by dividing the actual average room rate by the potential average rate.
4. Adjacent room: Room close to each other, such as across the hall.
5. Adjoining room: Rooms with a common wall but no connecting door.
6. . ADR: Average Daily Rate
7. ADR = Total Room Revenue ÷ Number of rooms sold.
8. Affiliate reservation network: A hotel chain reservation system in which al! participating properties are
contractually related.
9. AH&MA: American Hotel and Motel Association.
10. Auditing: The process of verifying front office accounting records as to accuracy and completeness.
11. Airline rate: A reduced rate offered to air-crew personnel.
12. Allowance: A reduction in the folio as an. adjustment either for unsatisfactory service or for a posting error. It is
also called 'rebate'.
13. Amendment: Any change from the original..
14. American Plan: Room rate plan that includes room rent + EMT + Two minor meals + two major meals. Also called 'En
pension or ' Full board plan '.
15. Interconnecting room: Two rooms next to each other with a door in the common wall allowing entry from one room
to other without having to go out in the corridor. Also called 'Connecting rooms' and ' interconnecting room’.
16. Authorisation: It is the permission approval by the credit card company to the hotel for the extortion of me credit
card facility incase the credit card holder's credit exceeds or is about to exceed the assigned floor limit.
17. Authorisation Code: A code generated by online credit card verification service indicating that the requested
transaction has been approved.
18. Availability report: A report that contains expected arrival and departure information for the next several days,
typically prepared as pan of the night audit
19. Baby sitter: One who is hired to take care of the babies in the absence of the parents.
20. Back of the house: Service areas in which the staff have little or no direct guest contact Eg Personnel, accounts,
purchase maintenance etc.
21. Back to back: Heavy check out and check in on the same day relating to groups. as one group leaves, another checks
22. Bell stand: The bell desk situated in the front office.
23. Blacklist: A list of names of all unwelcome persons usually made by the hotel management.
24. Blanket reservation: A block of rooms held for a particular group with individual members requesting from the
block i.e. a unit that has been reserved for a specific arrival date but not for a specific guest. also referred to as a
blocked room.
25. Block booking : Term used for the reservation of several people at the same time normally at the same rate.
Example groups, conference, delegates etc.
26. Budget hotel: Hotel which provide cheap and more basic guest rooms often wit h limited food and beverage services.
27. Bucket check: The night auditor's check of room rate posting on guest folios against the H/K departments report
of occupied rooms and the front office room rack. It helps to ensure that rates are posted for all occupied rooms
and help reduce the occupancy errors caused when front desk agents do not properly complete check-in and check-
out procedures.
28. Bounced reservation: Same as ' walking a guest'.
29. Breakage: If an individual guest or a group does not avail of some services or amenities such as meals/food
included in the package, then the gain which accrues to the hotel is called. breakage.
30. Café´- Complet: A midmorning or afternoon coffee snacks.
31. Call accounting system ( CAS ): A device linked to the hotel telephone system that accurately accounts for guest
telephone calls by identifying each phone number dialed from the guest room telephones and tracking charges.
32. Cancellation: Nullification. When any reservation or booking is made void. The average cancellation rate is 2% of the
33. Card key: Computerized room key.
34. Charge voucher: A bill or docket showing details of the amount to be charged to the guests account. Eg., food and drink at the
bar etc.
35. Cash Bank: An amount of money given to the cashier at the start of each shift so that he or she can handle the various
transactions that occur.
36. Cash sheet: A document in report form prepared by the cashier carrying all transactions against folio accounts, cash
paid-outs and departmental cash sales This document serves as a primary cross reference document n the hotel s audit
37. Casino hotel: A hotel with gambling facilities.
38. Charge back: Sometimes the credit card company refuses the payment of a voucher signed by the customer which is
sent by the hotel. This situation is called charge back.

Also known as 'Downtown hotels'. 68. amenities and facilities etc. Delinquent account: A city Ledger account that has not been settled within a reasonable collection period i. EMT: Early Morning Tea. 60. they are not operated by the hotel but are rented It's an example of NORP. D Card: A night auditor’s report used in semi automated front office accounting system. Cut off hour: The date and time till which a booking is kept valid. The difference is due back to the cashiers bank. 62. Due Back: A situation that occurs when the cashier pays out more than what he receives. Family Plan: A special room that that allows children to occupy their parent’s room at no extra charge. 54. Dumb Waiter: a luggage lift used by the bell boys to carry luggage to the guest room. 73. 80. 55. Some cookies and a Flower Arrangement is provided in the guest room. Check-in: The procedure of registration. Float: An amount of money given to the cashier for the purpose of giving change and making small payments. Credit limit: The amount of money up to which the guests given credit facility after which the hotel requests the guest to clear the bill either partly or full Also called the ' House limit’. Executive Floors: Rooms Provided to business people on a floor sometimes with a separate check-in and check- out facilities. 52. FFC: Flower Fruits and Cookies. 79. to the guests. 63. 53. Also called ‘Cashiers bank’ or ‘Imprest’. Commercial rate: A special room rate agreed on by a company and a hotel for frequent guest. generally. Concessionaire: Refers to the shop providing services. 71. operating statistics and cash transactions related to front office. receivables.’ 49.e. Day Rate: A special room rate for less than an overnight stay. Current account: A city ledger account that is within the current billing period i. 59. 45.e. Also called a ‘Corporate rate. 65.. 50. Direct Billing: A credit arrangement normally established through correspondence between a guest or a company and the hotel in which the hotel agrees to bill the company for the charges incurred. meeting space. Early Arrival: A guest who checks in before the expected arrival date. in order to invite business. Global Distribution System: (GDS) A distribution channel for reservation that provides worldwide distribution of hotel reservation information and allows selling of the hotel reservation around the world Eg. 43. Day Use: A room status term indicating that the room would be used less than a night’s stay. (Also Coffee) TCM: Tea Coffee Maker. ETA: Expected Time of Arrival. 61. 2 . as well as a name given to the guest who arrives at the hotel and registers. 40. Galileo. European Plan: A basic kind of Room Plan where only accommodation charges and EMT are included. Daily operations report: A report typically prepared by the night auditor that summarizes the hotel’s financial activities during a 24hour period and provides insights into revenues. usually 90 days. ETD: Expected Time of Departure. 77. Also known as the Manager’s report. City accounts / ledger: records of financial transactions between hotel and nonresident guests 44. Deposits: Payments received in advance to guarantee a booking. 70. 48. DNS: (Did not stay) when guest leaves immediately after having registered. Closed dates : Particular dales on u h i c h t he hotel is fully booked. Commercial hotels Hotels situated at vintage points in the city mainly catering to the business clientele. 74. 75. People may be shown around the hotel and its facilities may be offered free of charge or at a nominal rate. 46. Floor Limit: The maximum amount a hotel can accept on a credit card. 47. 57. Concierge: An employee whose basic task is to serve as a guest’s liaison with both hotel and non-hotel attraction. Also known as ‘Guest Account’. 67. Commission: Payments or discounts made to travel agents or companies for the introduction/ providing business. 76. A complimentary gesture to special guests in which a basket of fruits. Front Office Accounting Formula: The formula used in posting transaction in Front Office Accounts: Previous Balance + Debit – Credits = Net Outstanding Balance. 64. Also called ‘Curtailment ‘ or ‘Understay’. Early Departure: Guest who leaves before the original date of departure. facilities. Due out: A room status term indicating that a room is expected to become vacant after the following day’s check out time. Check-out: The procedure of settling the hotel account on departure of a guest as well as a name given to the guest who settles the account and leaves the hotel 41. Foyer: The entrance hall to a lobby. 72. business center. 69. 51. Folio: Guest Bill on which all charges are recorded. 56. Free Sale: Term used when rooms are available for sale. within 30 days. 78. Farm Out: Same as ' walking a guest'. services and activities. Check-out time / hour: The time by which the guest must vacate the room 42. 66. 58. CIP: Commercially important person A person who has influence over a large volume of business given to hotels. a separate lounge and bar areas.39. FAM trip: Familiarization trip. Also known as ‘Sanction Limit’.

Out of Order. 99.O. The room is kept back for the guest for a period of 24 hrs. 14. skills and traits needed successfully to perform the jobs outlined in the Job Description. Sabare etc. Master Bill: The main account on which charges have been recorded to a company for a particular guest. guest room television.: Rooms are not available for letting since some repair works or redecorations are going on. Lock out: Denying guest of luggage usually because of unpaid bill. 88. IATA: International Air Transport Association. No Show: A guest who made a room reservation but did not register or cancel. name rate and other relevant details. working conditions and any necessary equipments and materials. 19. 10. Imprinter: A machine which used to imprint the detail of credit card on a charge slip or a sales voucher. Group rate: Subsidized rate for groups. 98. Low Season/ Lean Season: Quietest period in terms of business for a hotel. in which the guests are charged for the time they 18. one major and one minor meal for a day. based on a physical check. 15. O. 81. Guaranteed reservation: Payment for room is promised even if the guest fails to arrive. Amadeus. Materialization Percentage: The % of reserved guest who actually arrives. GIT: Group Inclusive Tours. 20. Overbooking: Term means. House Count: The number of guest staying in a hotel at any given point of time. 6. 23. Outside calls are normally charged. 22. 97. Any hotel department that collects revenues for its goods or services is considered a revenue center and thus a point of sale. Sitar. Job Description: A detailed list of identifying all key duties of a job as well as reporting relationship. Key Card: Card issued to the guest on registration. EMT. Management Accounts: Expense accounts or allowance given by some hotels to the hotel management. Pay-per-view: Industry term for video or audio service. 85. 3 . Induction: An organizational process to familiarize a new recruit with the organization and the work plan. (MAP) Modified American Plan: Plan Includes Room Rate. 3. approaching their account credit limit. 5. House Phone: Telephone (s) located in the Lobby for the guest to make any in house or outside call. Worldspan. 83. Housekeeping Status Report: A report prepared by the housekeeping department that indicates the current occupancy status of each room. POS System: A computer network that allows electronic cash registers at the hotels POS to communicate directly with the front office guest’s accounting module. Job Specification: A list of the personal qualities. 93. Non affiliate reservation system: A subscription system which is designed to connect independently operated hotels. 90.I. Log Book: A journal in which important Front Office events and decisions are recorded for reference during subsequent shifts. 1. Apollo. 92. to the time a guest checks in the hotel. 13. The GRC is marked N. typically prepared by the night auditor. 21. 7. This is done to ensure 100% occupancy after allowing no shows. prices are normally at their lowest. additional responsibilities. Late Check Out: A room status term indicating that. Also known as ‘Demi-Pension’ or ‘Half Board Plan’. 86. Per Diem: Per Day Basis. 11. It displays the room number. 87. Charges not recorded on the main account are normally posted on an incidental account. Pre-Payment: An amount paid in advance of services rendered. 94. 91. Moments of Truth: Every time the guest has an opportunity to form an impression about the hospitality organization and inform the same to the service providers. unless the reservation is properly cancelled. 16. 2. No post status: A term used to indicate a guest who is not allowed to charge credit purchases to his or her room accounts. 9. 84. it is allowed to check out later than the hotel’s standard check-out time. Incidental Accounts: Charge levied on the guest and payable by him and not by a travel agent or a company. High Balance Report: A report that identifies a guest. Point of Sale (POS): The location at which goods or services are purchased. Overstay: A guest who was expected to check out and now wishes to stay an extra night or nights.O. cancellations and early departures. 8. to accept more room bookings than they are available. usually delivered at the 17. Also called ‘Flat Rate’. actually use the service.. 12. On Change: A room status indicating that the guest has departed but the room has not been cleaned or readied for resale. 4. Garni Hotel: A hotel which has no food and beverage facility. Open Dates: Term means rooms are available for booking. 89. 96. 82. Posting: Term used for entering an amount to a guest account. 95. Lead time: Time period from when a booking was made. No Information (NI): A guest who does not want to disclose his or her identity.

Room Status: Indicates whether a room is occupied or vacant or reserved at any given time. taxi fare’s a service given against some petty cash expenses made by the guests eg. and settle the account by one’s credit card. 52. Up-selling: A sales technique whereby a guest is offered more expensive room than what he/she had originally reserved or requested and then persuaded to rent the room based on the room’s features. passport detail. that 28. SPATT: Special Attention Guests Eg. 49. 31. Pull Out: Often called a sofa-sleeper. 36. 54. 39. by lowering prices to increase sales during the period of low seasons/ demands and by raising prices during periods of high demands. 64. 45. 29. door attendants. 26. drivers and the bell boys. Walk in: Guests who arrive in the hotel without prior reservation. Names. Traveler’s Cheque: A prepaid cheque sold by banks and other financial institutions which is considered equivalent to cash when the guest signs on it. will better help the hotel sales person to meet the guest reservation needs. Pick Up Report: Summarizes reservation activity. 55. Room Occupancy %: Refers to the actual number of rooms sold. Rack Rate: The highest quoted rate printed in the Tariff Card. Siberia: A term normally used for any inferior quality room. 4 . Safe Deposit: A facility available to the guest. PIA guests are ofter denied house credits. 62. and later collects it from the guest at the point of check out---. and playing back messages for guests through the telephone system. Z Bed : a portable bed that can be folded for easy storage also called an Extra bed. Eg. 51. Celebrities etc. TIPS: To Insure Prompt Service. Twin: A room with two separate beds separated by a bed side table. 65. 60. 44. Stay over: A guest who occupies a room in the previous night and will not check out today. Skipper: A guest who leaves the hotel. in which the agent forwards a voucher to the hotel. Yield Management: A technique based on the supply and demand used to maximize revenue. normally applies to the GIT bookings. 48. guests must be informed about the condition and situation before selling it. as a percentage (Rooms Sold/ Total number of saleable rooms ) x 100. Release Time: Booking held for a guest for a particular time. for storage of their valuable 40. 43. 57. 35. Qualifying: Process of asking questions to a guest and obtaining answers. Rev-Par: Average revenue generated by each guest room.Zero Out: To settle in full the balance of a folio account as the guest checks out. 32. 58. 53. Uniformed Service: A section within the rooms division including parking attendants. porters. This is a forecast as a % by the FOM . Purchase of flower. Wash Factor: The number of rooms which are reduced during the period of lead time. 30. Voice Mail Box: A device capable of storing. recording. Rooming List: A list containing the list of the group members viz. as a proof of payment and guarantees that the prepaid amount would be sent to the hotel when the voucher is returned to the Travel Agency for payment. SIT ( Special Interest Tours) : A visit normally once in a lifetime. 38. 25. 56. 50. a Roll away or Roll ins. benefits and his/her needs. Shoulder Period: A price offered between High and Low season.24. Room Mix: Ratio of hotel’s room types. 59. 34. Travel Agent: An agent who reserves accommodation and activities at the hotel on behalf of the guests and normally charges a commission against the services rendered. such as near the staircase. without settling one’s bills. Rev Par = Occupancy% x ADR. 37. Room Night: Single night use of a guest room. during a given time period. place of issue and the allotted room numbers. 63. elevators etc. Walking a guest: Relocating to another hotel (owing to lack of rooms/ overbooking) of guests who had a confirmed or guaranteed reservation. Handicapped Guest. 61. 41. VPO (Visitor’s Paid Out): When the hotel cashier pays on behalf of the guest. If he does not arrive the room can be sold to another person. 47. Self Check Out: Computerized system to allow the guest to review one’s folio 42. 27. date of issue. property. A group using 10 rooms for 5 nights generates 50 room nights. 33. Travel Agent Voucher (TAV): A type of travel agent guaranteed reservation. 46. Paid in Advance: A guest who pays his or her room charges in Cash during registration. the term ‘Pick Up’ indicates the actual number of rooms sold to individual travelers. Star Reservation: A reservation for a VIP. Split Folio’s: Folio in which guest charges are separated in two or more folios.

5 . chain hotels.66. Internet distribution system (IDS) — A direct-marketing distribution channel that provides property exposure and reservations management for independent hotels. and third-party intermediaries representing hotel companies.