Key terms or jargon used in the hotel Front Office department
American PlanA room billing arrangement under which room charges include the guestroom rate and three meals. Also... ( AP) – A billing arrangement under which room charges include the guestroom and three meals, Also called a full board / full pension.
European PlanA room billing arrangement under which all meals are priced separately or room only plan. (EP) – A billing arrangement under which meals are priced separately or room only plan
Modified American PlanA billing arrangement under which the daily rate is including room and two meals; generally Breakfas... (MAP) – A billing arrangement under which the daily rate is including room and two meals, generally Breakfast and dinner.
Continental PlanOne of the most common/preferred billing arrangement which includes room and continental breakfast. ( CP ) – One of the most common/preferred billing arrangements which includes room and continental breakfast.
All-Inclusive (AI) – AI normally stands for all-inclusive rates ie rates which are inclusive of all applicable taxes and service charges. Eg: CPAI, MAPAI, APAI etc.
Rack RateThe published tariff for each room type/category in a hotel. – The published tariff for each room type/category in a hotel.
Log BookLocated at the reception in case of the front office containing instructions/information/ happenings... – Located at reception containing instructions/information/ happenings/handover of the day to know of.
RegistrationThe formality at arrival of the guest. Card – A printed form for a registration record, In most countries, the guest’s signature on a registration card is required by law.
Reservation StatusAn indicator of a room's long-term availability for assignment. Examples of reservation status are 6... – An indicator of a room’s long-term availability for assignment.
Room RateThe price of hotel charges for overnight accommodations. – The price of hotel charges for overnight accommodations.
SkipperA guest who leaves with no intention of paying for the room. – A guest who leaves with no intention of paying for the room.
Scanty BaggageA guest who checks in to the hotel with very less or no luggage.�Scanty baggage means no baggage o... – A guest who checks in to the hotel with very little or no luggage.
Walk-inA guest who arrives at a hotel without a reservation. – A guest who arrives at a hotel without a reservation.
WalkingTurning away a guest who has a reservation because of a lack of room availability. – Turning away a guest who has a reservation because of a lack of room availability.
Due outsGuests expected to check out on a given day who have not yet done so the room is expected to become ... – Guests expected to check out on a given day who have not yet done so.
CreditCredit is a decrease in an asset or an increase in a liability; or an amount of money the hotel owes... limit/house limit – A limit assigned by the hotel to guests or company accounts.
UpsellingA sales technique whereby a guest is offered a more expensive room than what he or she reserved or o... – A sales technique whereby a guest is offered a more expensive room than what he or she reserved or originally requested, and then persuaded to rent the room based on the room’s features, benefits, and his or her needs.
BlockAn agreed-upon number of rooms set aside for members of a group planning to stay in a hotel. – An agreed-upon number of rooms set aside for members of a group planning to stay in a hotel.
BookTo sell or reserve rooms ahead of time. – To sell or reserve rooms ahead of time.
Confirmation NumberA code that provides a unique reference to a reservation record and assures the guest that the reser... – A code that provides a unique reference to a reservation record and assures the guest that the reservation record exists.
Confirmed BookingWhen Reservation is guaranteed with a Credit card; Deposit; Company / TA voucher etc.�An oral or w... – When ReservationThe department that receives; documents and processes reservation requests. is guaranteed with a Credit card, Deposit, Company / TA voucher, etc.
TentativeWhen the reservation is waiting for bookers confirmation. Booking – When the reservation is waiting for the booker’s confirmation.
WaitlistedReservation kept on hold due to the hotel is overbooked. Booking – Reservation kept on hold due to the hotel being overbooked.
Cut-offThe dates agreed upon between a group and a hotel after which all unreserved rooms in the group's bl... date – The date agreed upon between a group and a hotel after which all unreserved rooms in the group’s block will be released back to the general availability.
Cancellation dateIndicates the date when the reservation was manually cancelled. – Indicates the date when the reservation was manually canceled.
No-ShowA guest who made a room confirmed reservation but did not register or Check-in. – A guest who made a room reservation but did not register or check-in.
Long StayA Guest who stays more than a certain number of days; Eg: More than 7 days etc. – A GuestDefinition of Guest in Hospitality Industry: A guest is the most important person in any business. A... who stays more than a certain number of days, Eg: More than 7 days, etc.
OverbookingAccepting more reservations than there are available rooms. – accepting more reservations than there are available rooms.
Wash downBlocking fewer rooms than the number requested by a group; based on previous group history. – Blocking fewer rooms than the number requested by a group, based on previous group history.
Guest Cycle – A division of the flow of business through a hotel that identifies the physical contacts and financial exchanges between the guests and the hotel.
Guest FolioA form ( paper or electronic ) used to chart transactions on an account assigned to an individual pe... – A form ( paper or electronic ) used to chart transactions on an account assigned to a person or guest room.
Late ChargeA transaction requiring posting to a guest account that does not reach the front office for posting ... – A transaction requiring posting to a guest account that does not reach the front office for posting before the guest has checked out or done the final settlement.
No PostSpecial functionality on Property management systems (PMS) to activate a 'NO post' on reservations t... – Special functionality on Property management systems (PMS) to activate a ‘NO post’ on reservations this will stop any extra charges from other outlets or connected systems from being charged to the guest room. For example, a No Post flag can be activated for interfaces like Telephone, Wifi or Internet, Point of Sale (POSPoint-of-Sale (POS) Terminal: A cash register with the capability to scan a UPC code with a laser an...), SPAA mineral spring; or a locality or resort hotel near such a spring; to which people resorted for cur... systems, etc.
Global Distribution SystemA distribution channel for reservations that provides worldwide distribution of hotel reservation in... (GDS) – A distribution channel for reservations that provides worldwide distribution of hotel reservation information and allows the selling of hotel reservations around the world, usually accomplished by connecting the hotel reservation system with an airline reservation system (Eg-Amadeus, Saber, Galileo/Apollo or Worldspan )
IDS – Internet Distribution SystemInternet Distribution System OR ADS - Alternate Distribution System - This refers to Online Travel A... OR ADS – Alternate Distribution System – This refers to Online Travel AgentsOTA � Online Travel Agency What is the meaning/definition of OTA; in the hospitality industry? OTA... like Agoda, and Booking. com, Expedia, etc. Additionally, your own hotel’s booking engine also comes under IDS. Any Channel ManagerManager is a person in the hotel operations who is assigned to manage or supervise a group of employ... Like TravelClick, Synxis, STAAH, Siteminder, etc. is a tool that can handle these IDS or ADS channels.
PMS – Property Management SystemThey are computerised systems that facilitate the management of properties; personal property; equip...
POS – Point of Sale SystemsHospitality point of sale (POS) systems are computerised systems incorporating registers; computers ... ( Used in Restaurants / Outlets)
TA – Travel AgentTravel Agent who receives the commission for the bookings given to the hotel.�A travel agency can ... who receives the commission for the bookings.
OTA – Online Travel Agents
IDS – Internet Distribution System
VoidReversal of Charges on the guest folio which was posted on the same day. – Reversal of Charges which was posted on the same day
AllowanceReversal of charges on the guest folio which was posted before the current system / PMS date. – Reversal of charges which was posted before the current system / PMS date.
ACCAccommodation Charges or Revenues related to Room. – AccommodationBefore there was the word hotel there was the word accommodation or places for travellers; which has... Charges or Revenues related to the Room.
F&B – Food and Beverage Charges or Revenues generated from Food and Beverage Outlets.
Misc.Miscellaneous Items; Charges; Like Paid out; Postage; Photo Copy; Medicine; Courier etc. come under ... – Miscellaneous Charges, Like Paid out, Postage, Photo Copy, Medicine, Courier, etc. come under Miscellaneous charges.
ARRADR (Average Daily Rate) or ARR (Average Room Rate) is a measure of the average rate paid for the ro... – Average Rack Rate (Average Room Rate (ARR) = Total Room Revenue / Total Rooms Sold)
ADR – Average Daily Rate (Average Daily Rate (ADR) = Total Room Revenue / Total Rooms Sold)
AGRThe formula for calculating Average Rate Per Guest (AGR): Average Rate Per Guest= Total Room Revenue... – The Average Rate Per Guest (Average Rate Per Guest= Total Room Revenue / Total Number of guests)
APRThe formula for calculating Average Guest Per Room (APR) is as below: Average Guest Per Room = Total... – Average Guest Per Room (Average Guest Per Room = Total Number of Guests / Number of Rooms Sold)
DBREvery hotel�produces a �daily business report AKA �Manager flash �that recaps all the activi... – Daily Business Report or DRR – Daily Revenue Report
Occ. Percentage – Hotel Occupancy Percentage or OccupancyThe number of rooms sold to the total. RatioRatio is the relationship of one item to another. For example; $2;000 of current assets to $1;000 of... Calculation
Rev. Par – Revenue Per Available Rooms ( RevPARThe formula for RevPAR calculation: RevPAR = Total Room Revenue / Total Number of Available Rooms fo... = Total Room Revenue / Total Number of Available Rooms for sale)
TRevPOR – Total Revenue per Occupied Room (TRevPOR = (Room + F&B + Other Revenue) / Total occupied rooms)
AFThe Formula for Room Achievement Factor AF:Room Achievement Factor = Actual Average Rate / Potential... / RAF – Room Achievement Factor (Room Achievement Factor = Actual Average Rate / Potential Average Rate)
RRS – Room Rate Spread (Room Rate SpreadThe Formula for Calculating Rate Spread:Rate Spread = Potential Average Double Rate - Potential Aver... = Potential Average DoubleA guest room assigned to two people. In beverage operations; a drink prepared with twice the standar... Rate – Potential Average SingleA guest room assigned to one guest/pax. In beverage operations; a drink prepared with the standard m... Rate)
HotRevPAR – Hotel Revenue Per Available Room (HotRevPAR= (Room + F&B + Other Revenue) / Total Available Rooms)
TRevPAR – Total Revenue Per Available Room (TrevPAR = (Room + F&B + Other Revenue) / Total Available Rooms)
