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Front Office Terminologies

• An access code is a confidential, personalized series of letters and/or numbers used as a user ID for computer system log-in/out.
• An advance deposit is money received by a hotel prior to a guest's arrival to guarantee room accommodations.
• Advance payment is money requested by a hotel during check-in from guests unable to provide credit cards or other accepted forms of credit.
• An amendment refers to changes made to an original reservation's details.
• Amenities are goods and services provided to guests without extra charges, such as soap, stationery, or shaving kits.
• Arrival refers to the date of check-in.
• Back to Back indicates heavy check-in and check-out activity on the same day.
• A black list contains records of undesirable guests, companies, and travel agents.
• Bump Off involves providing guests with alternative accommodations, including complimentary transfers, at another hotel of the same or higher category due to room unavailability.
• Cancellation is when a reservation is voided at the guest's request, with various cancellation requirements depending on the reservation type.
• Check-in procedures involve receiving and registering a guest at the front desk.
• Checkout procedures involve settling accounts by a guest upon their departure.
• Check-in Time is the time designated by a hotel for guests to access their rooms, typically by 2:00 PM.
• Checkout Time is the time designated by a hotel for guests to vacate their rooms at the end of their stay, usually by 12:00 noon.
• Closed Out Dates are periods when the hotel is fully booked, and additional reservations are declined.
• Comp/Complimentary refers to a free room service where the guest is not charged.
• Day Use allows the use of a hotel room from 8 AM to 5 PM, usually at a special rate.
• Departure refers to the checkout date.
• A Do-Not-Disturb (DND) or Privacy Sign indicates a guest requires privacy; the Duty Manager may check the room if the sign has been up for over 48 hours to ensure guest safety.
• D.N.R (Do Not Release) indicates a room may be out of order or unavailable for other important reasons.
• Due Outs are a complete list of guests checking out on a given day, including their expected departure times.
• Early Arrival occurs when a guest checks in before 1:00 PM.
• Early Departure is when a guest checks out before the originally scheduled date or departure time.
• Express Check-in allows guests to bypass the front desk by providing credit card details via a "C.C.A.F" form and a scanned copy of their ID prior to arrival.
• Express Check-out enables guests to leave without checking out at the front desk by providing credit card details on an "Express Check out” Form before departure.
• E.T.A. stands for Estimated Time of Arrival.
• E.T.D. stands for Estimated Time of Departure.
• FOC stands for Free of Charge.
• Folios are records of all guest transactions created upon check-in.
• A Forecast is a report showing projected availability for specified lengths of time.
• FOREX refers to Foreign Exchange Currency.
• Full House means all rooms are occupied, and no more rooms are available for sale.
• Guests can also be referred to as clients.
• Back-of-the-House refers to all departments not in direct contact with guests, including staff areas and areas off-limits to guests.
• Front-of-the-House includes all departments in direct contact with guests.
• House Use refers to rooms allocated for staff use or other official purposes without any charges.
• In-House means within the hotel.
• Joiners are male/female visitors of guests who stay overnight with a corresponding charge.
• Late Check-Out (LCO) is additional time allotted by the hotel after normal check-out time, requiring manager approval.
• A Letter of Authorization (LOA) is a letter that the guest's company issues that assures that they will cover the expenses.
• A Long Staying Guest (LSG) is a guest booked for a minimum of 6 nights.
• Luggage Down refers to the time luggage is picked up from a guest's room upon checking out.
• Luggage Up refers to assisting a guest in bringing their luggage to the assigned room.
• N.C.I. refers to a newly checked-in guest.
• A No Show is a guest who fails to arrive on the specified date of their reservation.
• Overbooking occurs when the number of rooms booked exceeds the number of rooms available based on expected arrivals.
• A Registration Card is a form completed and signed by the guest upon arrival.
• Room Blocking involves assigning a specific room to a particular guest, which is not subject to change.
• Round Trip Transfers refers to two-way transportation from the airport to the hotel and back.
• A Showroom is a room assigned by the reception desk for ocular inspections by tours, and potential clients.
• A Skipper is someone used for guests who depart the hotel without settling their account.
• Upselling involves convincing a guest to utilize higher-category hotel products to generate increased revenues.

Hotel Sizes

• SMALL hotels have 1 to 150 sleeping rooms.
• MEDIUM hotels have 151 to 400 sleeping rooms.
• LARGE hotels have 401 to 1,500 sleeping rooms.
• MEGA hotels have 1,501 and over sleeping rooms.

Hotel Locations

• DOWNTOWN hotels are situated in dense urban areas, often in the city's business district, near corporate structures or office parks.
• RESORT hotels are located near a special attraction such as an ocean, natural wonder, mountain, amusement park, or golf course; they may also create their own attractions such as health spas or golf facilities.
• AIRPORT hotels are easily identifiable and typically offer complimentary shuttle service to and from the airport.
• SUBURBAN hotels do not fit into the other three location types and are on major roadways near small office complexes.

Hotel Service Level

• FULL-SERVICE LEVEL hotels provide a total hotel experience with services, amenities, and facilities such as restaurants, room service, meeting spaces, business centers, health clubs, bellstaff, gift shops, concierge services, and executive floors.
• LIMITED SERVICE LEVEL hotels do not offer the services of Full-Service hotels, and they lack food or beverage outlets and meeting spaces.
• MID-MARKET SERVICE LEVEL hotels combine both Limited and Full-Service elements, and the offerings can vary.

Independent Hotel Ratings

• One-star lodging establishments are clean and comfortable but not luxurious, offering minimal service, and may or may not have a 24-hour front desk, phone, housekeeping services, and/or a restaurant.
• Two-star lodging establishments are slightly above one-star, with better quality furniture, larger rooms, a restaurant, a TV in each guest room, direct dial phones, room service, and recreational facilities such as a swimming pool.
• Three-star lodging offers all of the services of one- and two-star establishments and has expanded upon these services so that one or more are truly outstanding
• Four-star establishments have above average sized rooms; high quality furniture; personnel are well trained, courteous and eager to provide customers with everything they need and make the stay memorable with minimal guest complaints.
• Five-star facilities are typically described as the best. A superior restaurant is required, twice daily housekeeping services is standard, lobbies are comfortable and aesthetically attractive and make the guest feel like a very important person at all times