Key terms or jargon's used in hotel Front Office department
Log Book - Located at reception containing instructions/information/ happenings/handover of the day to know of.
Registration Card - A printed form for a registration record, In most countries, the guest's signature on a registration card is required by law.
Reservation Status - An indicator of a room's long-term availability for assignment.
Skipper - A guest who leaves with no intention of paying for the room.
Scanty Baggage - A guest who checks in to the hotel with very less or no luggage.
Walking - Turning away a guest who has a reservation because of a lack of room availability.
Due outs - Guests expected to check out on a given day who have not yet done so.
Upselling - 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.
Confirmation Number - A code that provides a unique reference to a reservation record and assures the guest that the reservation record exists.
Tentative Booking - When the reservation is waiting for bookers confirmation.
Waitlisted Booking - Reservation kept on hold due to the hotel is overbooked.
Cut-off 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 date - Indicates the date when the reservation was manually cancelled.
No-Show - A guest who made a room reservation but did not register or Check-in.
Long Stay - A Guest who stays more than a certain number of days, Eg: More than 7 days etc.
Overbooking - accepting more reservations than there are available rooms.
Wash down - 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 Folio - A form ( paper or electronic ) used to chart transactions on an account assigned to an individual person or guest room.
No Post - 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 to be charged to the guest room. Example a No Post flag can be activated for interfaces like Telephone, Wifi or Internet, Point of Sale (POS), SPA systems etc.
Global Distribution System (GDS) - A distribution channel for reservations that provides worldwide distribution of hotel reservation information and allows 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 System OR ADS - Alternate Distribution System - This refers to Online Travel Agents like Agoda, Booking . com, Expedia etc. Additionally, your own hotel's booking engine also comes under IDS. Any Channel Manager Like TravelClick, Synxis, STAAH, Siteminder etc. is a tool which can handle these IDS or ADS channels.
PMS - Property Management System
POS - Point of Sale Systems ( Used in Restaurants / Outlets)
TA - Travel Agent who receives the commission for the bookings.
IDS - Internet Distribution System
Void - Reversal of Charges which was posted on the same day
Allowance - Reversal of charges which was posted before the current system / PMS date.
ACC - Accommodation Charges or Revenues related to Room.
F&B - Food and Beverage Charges or Revenues generated from Food and Beverage Outlets.
Misc. - Miscellaneous Charges, Like Paid out, Postage, Photo Copy, Medicine, Courier etc. come under Miscellaneous charges.
AGR - The Average Rate Per Guest (Average Rate Per Guest= Total Room Revenue / Total Number of guests)
APR - Average Guest Per Room (Average Guest Per Room = Total Number of Guests / Number of Rooms Sold)
Occ. Percentage - Hotel Occupancy Percentage or Occupancy Ratio Calculation