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Hotel front office abbreviations pdf

Few days back we have shared first part of Hotel Front Office Dialogues. Now in the second and last part, we would like to share few more real life hotel front office English conversations that will help you to understand how a front office personnel handles guests in different situation. Please closely observe the conversation. Guest: Good morning, I am from room My name is Jonson. Can you please help me? Receptionist: Sure sir. Please let me know how may I assist you?

We make arrangement like this. The problem is that now I have a very urgent meeting in the National Conference Center in half an hour.

Neither I can contact my friend not do I have any transport. Could you arrange for me a rent-a-car that will take me to the center and also bring me back to hotel? We can ask for the rent-a-car right now. So would you like to reserve the car until 7. Guest: Might be 6. How much it can cost? Could you please ask one of the cars to be ready in 10 minutes? Receptionist: Sure, Mr. I will call the car right away.

Novel to wait in the lobby or if he wishes, you can take him to the cafe for a drink. Tell him that I will be definitely be back for the dinner. We will take care of your friend and inform about your whereabouts. Guest: Thanks a lot. Good bye.

Receptionist: No mention, please. Have a nice day. Guest: Good morning. I am Robert Wiliams from room Accounts receivable ledger: A grouping of accounts receivable, including the guest ledger and the city ledger.

Accounts receivable: An amount owed to the hotel. Allotment: A limited number of rooms or seats available to wholesalers to free sell.

Allowance voucher: A voucher used to support an account allowance.

hotel front office abbreviations pdf

Allowance: A reduction to the folio, as an adjustment either for unsatisfactory service or for posting error. Also called rebate. ANR: Arrival notification report used by wholesale agents. APEX: Airlines advanced purchase fare. Attraction: A man:made or natural facility, location or activity that offers an item or items of specific interest.

Average rate per room occupied: A very useful statistic that is calculated by dividing total sales of rooms during a set period by the total number of rooms occupied during that period. Bed Tax: A tax added to the price of a hotel room.

Benchmarking: Comparing results with similar tourism businesses or assessing the business against an industry average. Bermuda Plan: A method of quoting room rates where the charge includes a full breakfast as well as the room.

Full Forms & Front Office terms/words - Hotel Abbreviations - Hotel Front Office Terms

Block Booking: Hotel rooms held without deposit. Block: An agreed:upon number of rooms set aside for members of a group planning to stay at a hotel. Book: To sell or reserve rooms ahead of time. Booked: Hotel rooms, airline tickets or other travel services held for a specific client. Booking: Term used to refer to a completed sale by a destination, convention centre, facility, hotel or supplier ie convention, meeting, trade show or group business booking.

Brunch: A meal served after breakfast but before lunch and taking the place of both. Buyer: A member of the travel trade who reserves room blocks from accommodation or co:ordinates the development of a travel product. C C of C: Chamber of Commerce. Cancellation hour: The hour, after which a property may release for sale all unclaimed non-guaranteed reservations, according to property policy. Cancellation number: A number issued to a guest who has cancelled a reservation prior to the cancellation hour.

Carriers: Recognised transport operators eg bus, ship or air. Cash voucher: A voucher used to support a cash payment transaction at the front desk. Charter Group: Group travel in which a previously organised group travels together, usually on a custom itinerary. Co-operative Marketing: Marketing programs involving two or more participating companies, institutions or organisations. Commissions: A percentage of the total product cost paid to travel agents and other travel product distributors for selling the product to the consumer.

Complimentary: No charge is made for the item or service offered. Confirmation number: A number that provides a unique reference to a reservation record and assures the guest that the reservation record exists. Continental Plan: A method of quoting room rates where the charge includes a continental breakfast as well as the room rate.

hotel front office abbreviations pdf

Convention and Visitors Bureau: These organisations are local tourism marketing organisations specialising in developing conventions, meetings, conferences and visitation to a city or region. Conventions and Trade Shows: Major segment of travel industry business.

Trade shows differ from conventions in that they have exhibit space that provides product exhibition and sales opportunities for suppliers, as well as information gathering and buying opportunities for customers.

Conversion Study: Research study to analyse whether advertising respondents actually were converted to travellers as a result of advertising and follow:up material. Cost Benefit Analysis: A comparison between costs and benefits. Deposit Money: paid to secure a reservation.Back to blog listing. Ever been bamboozled by the range of special terminology surrounding hotels and hospitality in general? Even the professionals get stuck at times, which is one of the reasons we always encourage hotels to keep their text in plain, jargon-free English as much as possible!

Aparthotel: These days, some hotels offer entire apartments, rather than just bedroom and ensuite bathroom. Traditionally, these would be called suites, but these days many urban locations, in particular, market themselves as aparthotels.

Features such as fitted kitchens make them popular with professionals and longer stay guests. Boutique: properties driven by design and style considerations, with special or unique features.

Tend to be independently owned and run, often with smaller numbers of rooms. Conference Hotels: are those that specialise in larger events, tending to have large numbers of rooms and specialised facilities. Contract rooms: This refers to rooms that are booked by a special contract for an extended period. This type of arrangement tends to be the domain of permanent guests, airline staff and others.

Day guests: Hotel visitors who arrive and leave the same day; usually to use facilities such as the spa or restaurant. Some hotels incentivise this practise by offering a discount, as it saves them being charged a commission from the likes of Booking.

These businesses specialise in longer stay guests. Their rooms will have features such as kitchens and offer weekly rates for guests. GDS: Global distribution system. In other words, a reservation management system that lets professionals make a series of reservations or booking types in one process- for example car rental, travel tickets and a hotel room all in the same swoop.

It is not sufficient, for example, to simply have a course nearby or offer guests discounts on a separate golf club. Hospitality Tray: The tray of refreshments in a hotel room, such as tea, coffee, biscuits etc. More upmarket hotels will sometimes use this term, usually denoting hand-picked, higher quality items. FB: Full Board i.

A Glossary of Hotel Acronyms, Abbreviations and Jargon

Refers to rooms or beds most often. Late check out: A guest departing at a later than usual time. Sometimes hotels will allow later departure with certain dates or deals, or offer this option for an extra fee. No show: A hotel guest that does not check in or cancel after reserving a room.

Occupancy: Refers to how full a hotel is booked, usually as a percentage of rooms booked against the total available. Rack rate: The normal price for a room, prior to any offers or discounts being applied. RBO: Rental by owner. These are accommodation types where individuals rent rooms, beds or entire actual properties to travellers via the likes of Airbnb.

Serviced Apartments: Long stay accommodation. Often includes cleaning and other services, but tends to be a self-catering arrangement, where meals, 24h service etc are not necessarily included.Your email address will not be published.

hotel front office abbreviations pdf

Save my name, email, and website in this browser for the next time I comment. Skip to content Hotel Front Office Glossary. Account Balance — Difference between charge and credits in an account Account — Summary of all cash and credit transactions Accounts receivable — Amounts due to the hotel Airline Contract Rate — A special negotiated rate for airline crews All Inclusive — A billing arrangement under which room charges include the guestroom, meals, beverages and activities.

Front Office Glossary [FOG 15] Allowance — A benefit given to the guest in cash or credit American Plan — Charges for room and all meals Arrival — A guest who has come for check-in Back of the house — The functional areas of the hotel in which staff have little or no guest contact, such as engineering, accounting.

Casino Hotel — A hotel designed with all gambling facilities for 24 hours Check-in — A guest who has registered at the front desk Check-out — A guest who has completed his billing formalities and departed City Ledger — The collection of all non-guest accounts including house accounts and unsettled departed guest accounts. Late Check-out — A guest who has requested a departure beyond the official check-out time of the hotel Left Luggage — Guest baggage that is temporarily kept with the hotel, to be claimed later Master Folio — Common statement of account maintained generally for groups Modified American Plan — Charges for room plus breakfast and lunch or dinner No Baggage — A guest with no luggage Non-group displacement — the turning away of transient guests for lack of rooms due to the acceptance of group business.

Front Office Glossary [FOG ] Non-guest Account — Account of transactions of companies, groups and non-resident individuals No-show — a guest who made a room reservation but did not register or cancel. Occupancy — The number of saleable rooms occupied by guests Occupancy Report — A report prepared each night by a front desk agent that lists the rooms occupied that night and indicates those guests expected to check out the following day Outstanding Postings — The charges and credits awaiting entry in the guest folio Overbooking — Booking rooms that are beyond the hotel room capacity Package Rate — A rate quoted when there are events in the city and includes the price of access to the events Paid-in-advance PIA — A guest who pays his or her room charges in cash during registration.

PIA guests are denied in-house credit. They are generally found in resorts for greater privacy and exclusivity. Some huts or cottages have independent mini kitchens. Trade Rate — A negotiated discounted rate with trade organizations that guarantee a minimum number of room nights Transaction — Exchange of cash or credit for services purchased Travel Agents Rate — A negotiated rate for volume business through travel agents Travel Writers Rate — a discounted rate to encourage them to write about the hotel and facilities Under stay- A guest who has checked out before his expected date of departure.

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6 Hotel Front Office English Dialogues

Skip to main content. Log In Sign Up. Danijel Carev. Contact: Trg J. Kennedyja 6b, Zagreb, Tel:Fax: www. Marketing in Tourism and Hotel Industry Focusing on the Guest The Importance of Marketing The Future of Marketing Exercise Service Culture Marketing Management Strategy Managing Differentiation Managing Service Quality Management Strategies Managing Customer Relationship The Role of Marketing in Strategic Planning Strategic Planning Marketing Strategy Planning Goal Formulation Strategy Formulation Activity Program DevelopmentAccess time — the amount of time required for a processor to retrieve information from the hard drive; recorded in milliseconds.

Account payable — Financial obligations the hotel owes to private and government-related agencies and vendors. Account receivable — Amount of money owed to the hotel by guests. Aging of account — Indication of the stage of the payment cycle such as 10 days old, 30 days overdue, 60 days overdue. All-suite — A level of service provided by a hotel for a guest who will desire an at home atmosphere. Amenities — Personal toiletry items such as shampoo, toothpaste, mouthwash and electrical equipment.

American plan — A room rate that includes meals, usually breakfast and evening meal as well as room rental in the room rate. Atrium concept — A design in which guest rooms overlook the lobby from the first floor to the roof. Banquet sheet — a listing of the details of an event at which food and beverage are served. Biometrics — An individual electronic measurement of uniqueness of human being such as voice, hand print or facial characteristics.

Blocking on the horizon — Reserving guest rooms in the distant future. Blocking procedure — Process of reserving a room on a specific day. Bottom up — A sales method that involves presenting the lest expensive rate first. Business affiliation — Chain or independent ownership of hotels.

Call accounting — A computerized system that allows for automatic tracking and posting of outgoing guest room calls. Cancellation code — A sequential series of alphanumeric combinations that provide the guest with a reference for a cancellation of a guaranteed reservation. Cash bank — A specific amount of paper money and coins issued to a cashier to be used for making change.

Cashier — A person who processes guest check outs and legal tender and make change for guest. Chain — A group of hotels that follow standard operating procedures such as marketing, reservations, quality of service, food and beverage operations, housekeeping and accounting.

Chain affiliations — Hotels that purchase operational and marketing service from a corporation. Channel management — Objective review of the most profitable marketing approach for guest rooms, central reservation system, GDS, third party reservation system, toll free phone reservation, travel agent, etc. City ledger account — A collection of accounts receivable of nonregistered guest who use the service of the hotel.

Commercial cards — Credit cards issued by cooperation, an example of which is Diners Club. Commercial hotels — Hotels that provide short-term accommodation for travelling guests. Commercial rate — Room rates for business people who represent a company but do not necessarily have bargaining power because of their infrequent or sporadic pattern of travel.Filter by: Select category from list What does Front Office mean?

Front office Front office is a business term that refers to a company's departments that come in contact with clients, including the marketing, sales, and service departments. In the hotel industry, the front office welcomes guests to the accommodation section: meeting and greeting them, taking and organizing reservations, allocating check in and out of rooms, organizing porter service, issuing keys and other security arrangements, passing on messages to customers and settling the accounts.

In American professional sports, the term refers to upper management of a club, especially player personnel decision-makers. Couldn't find the full form or full meaning of Front Office? Discuss these Front Office abbreviations with the community:.

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hotel front office abbreviations pdf

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