17 Questions
What does AP stand for in hotel jargon?
All-Inclusive Plan
In which billing arrangement are the meals priced separately?
European Plan (EP)
What is Scanty Baggage in hotel jargon?
A guest with very few belongings
What does RR stand for in hotel billing?
Rack Rate
What is the significance of a Log Book at a hotel's reception?
It contains instructions, happenings, and handover details
What does GDS stand for in the context of the hotel industry?
Global Distribution System
Which of the following is NOT considered an Online Travel Agent?
TravelClick
What tool is used to manage Internet Distribution System (IDS) or Alternative Distribution System (ADS) channels in hotels?
Channel Manager
In hotel terminology, what does PMS refer to?
Property Management System
What does the abbreviation F&B represent in hotel revenue terms?
Food and Beverage Charges
What does the term 'Void' refer to in the hotel industry?
Reversal of charges which was posted on the same day
What does the term 'no-show' refer to in the hotel industry?
A guest who made a reservation but did not arrive or check-in
What is the purpose of a 'cut-off date' in hotel reservations?
To release unreserved rooms back to general availability after a certain date
What does 'confirmed booking' in the hotel industry typically involve?
A guaranteed reservation secured with a credit card or deposit
What does 'tentative booking' refer to in hotel reservations?
An unconfirmed reservation awaiting confirmation from the guest
In the context of hotel reservations, what is meant by 'add a footer FR'?
Indicating that additional information is needed for the reservation
What is the core concept behind 'upselling' in the context of hotel sales?
Suggesting and persuading guests to choose a more expensive room
Study Notes
Hotel Operations and Terminology
- Guest Cycle: A division of the flow of business through a hotel that identifies the physical contacts and financial exchanges between a hotel and its guests.
Distribution Channels
- 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.
- Internet Distribution System (IDS): A tool that can handle Online Travel Agents like Agoda, Booking.com, Expedia, and a hotel's booking engine.
- Online Travel Agents (OTAs): Websites like Agoda, Booking.com, Expedia, etc. that facilitate online booking of hotel rooms.
Hotel Systems
- Property Management System (PMS): A system that manages hotel operations, including room bookings and guest information.
- Point of Sale (POS) Systems: Systems used to process transactions at hotel outlets, such as restaurants and bars.
Industry Parties
- Travel Agent (TA): An agent who receives commission for booking hotel rooms on behalf of guests.
- Online Travel Agent (OTA): Websites like Agoda, Booking.com, Expedia, etc. that facilitate online booking of hotel rooms.
Financial Terms
- Accommodation Charges (ACC): Revenues related to room bookings.
- Food and Beverage Charges (F&B): Revenues generated from food and beverage outlets.
Hotel Terminology
- Due outs: Guests expected to check out on a given day who have not yet done so.
- Blocking: An agreed-upon number of rooms set aside for members of a group planning to stay in a hotel.
- Booking: To sell or reserve rooms ahead of time.
- Confirmation Number: A code that provides a unique reference to a reservation record and assures the guest that the reservation record exists.
- Confirmed Booking: A booking guaranteed with a credit card, deposit, or company/TA voucher.
- Tentative Booking: A booking waiting for the booker's confirmation.
- Waitlisted Booking: A reservation kept on hold due to the hotel being overbooked.
Hotel Operations
- 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 general availability.
- Cancellation date: The date when the reservation was manually cancelled.
- No-Show: A guest who made a room reservation but did not register or arrive.
- Overbooking: Accepting more reservations than there are available rooms.
Hotel Jargon
- American Plan (AP): A billing arrangement under which room charges include the guestroom and three meals.
- European Plan (EP): A billing arrangement under which meals are priced separately or room only plan.
- Modified American Plan (MAP): A billing arrangement under which the daily rate includes room and two meals, generally breakfast and dinner.
- Continental Plan (CP): A billing arrangement that includes room and continental breakfast.
- Rack Rate: The published tariff for each room type/category in a hotel.
- Log Book: A book located at reception containing instructions, information, and happenings of the day.
- Registration Card: A printed form for a registration record, requiring a guest's signature by law.
Miscellaneous
- Skipper: A guest who leaves without paying for the room.
- Scanty Baggage: A guest who checks in to a hotel with minimal luggage.
- Walk-in: A guest who arrives at a hotel without a reservation.
- Walking: Turning away a guest who has a reservation due to a lack of room availability.
Test your knowledge on hotel front office jargons used in the hospitality industry, including terms like American Plan, European Plan, Modified American Plan, and Continental Plan.
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