Unit One and Two Terms

Question 1

The department within the lodging operation responsible for guest reservations, registration, service, and payment

Answer 1

Front Office

Question 2

The area within the hotel used for guest registration and payment

Answer 2

Front Desk

Question 3

PMS - hotel computer system

Answer 3

Property Management System

Question 4

CRS

Answer 4

Centralized Reservation System

Question 5

The process of reviewing for accuracy and completeness the accounting transactions from one day to conclude or “close” the daily sales information in preparation to begin a new day.

Answer 5

The Night Audit

Question 6

The individual who performs the daily review of all the financial transactions for the day recorded by the front office.

Answer 6

The Night Auditor

Question 7

This occurs when the hotel managed its overselling perfectly. All rooms are occupied and no guests were walked.

Answer 7

Perfect Sell

Question 8

The price at which a hotel sells its rooms when no discounts of any kind are offered to the guest.

Answer 8

Rack Rate

Question 9

A situation in which a guest with a reservation is relocated from the reserved hotel to another hotel because no room was available at the reserved hotel.

Answer 9

Walked

Question 10

Individual guests who are not part of a group or tour booking

Answer 10

Transient Guest

Question 11

FIT - a type of transient guest

Answer 11

Free Independent Traveler

Question 12

The special rate a hotel charges to its typical business traveler.

Answer 12

Corporate Rate

Question 13

An agreed upon rate that is offered by the hotel but is subject to room availability. Also referred to as volume rate or volume discount rate.

Answer 13

Negotiated Rate

Question 14

Special discounted room rates given to customers who agree to buy a large number of room nights for their group.

Answer 14

Group Rate

Question 15

OTA - booking rooms on sites such as hotel.ca, trivago, etc

Answer 15

Online Travel Agents

Question 16

A guest who is seeking a room for the night and has no reservation.

Answer 16

Walk In

Question 17

A process where a specific room number is reserved for a specific guest based on preferences

Answer 17

Blocking

Question 18

An individual guest’s choices in room type, configuration, and designation

Answer 18

Preferences

Question 19

A guest who makes a room reservation but fails to arrive at the hotel or cancel the reservation

Answer 19

No show

Question 20

A reservation that has been paid for in advance

Answer 20

Guaranteed

Question 21

A type of reservation that the Hotel agrees to hold a room for a guest until a slated reservation cancellation hour

Answer 21

Confirmed

Question 22

The action that a front desk employee performs when the add or delete charges from a guest’s folio

Answer 22

Posting

Question 23

The difference between the rooms contracted for and the actual number of reservations realized.

Answer 23

Slippage

Question 24

How can hotels be classified?

Answer 24

Size, location , room rate,purpose of guest stay levels of service provided

Question 25

Six functional departments within a hotel ?

Answer 25

Rooms division , sales and marketing , hr , F@B , accounting , engineering

Question 26

Who is responsible for - Controlling maintenance and repair costs - Controlling energy usage - Minimizing guests’ facility-related complaints - Increasing the pride and morale of the hotel’s staff

Answer 26

Chief Engineer

Question 27

Hotel location that targets Air travellers

Answer 27

Airport

Question 28

Hotel location that targets business or leisure travellers

Answer 28

Downtown

Question 29

Hotel location that promotes a specific destination

Answer 29

Resort

Question 30

With this type of lodging, often the building is historic, renovated to meet the expectations of the travellers looking for an upscale but quiet vacation, they attempt to make it a homey feel

Answer 30

Inn

Question 31

This type of lodging focuses on the mind and body being one

Answer 31

Spa

Question 32

This type of lodging has all the convenience of a modern hotel but bring back the era of luxury and uniqueness. They are smaller and more intimate

Answer 32

Boutique Hotel

Question 33

“Joint domain”. Buy property and pay maintenance fees and rent it out for weeks that you are using it through the use of an independent management company.

Answer 33

Condominium

Question 34

Is the concept of buying a vacation segment, usually two weeks, in a condominium unit

Answer 34

Time Share

Question 35

Allows the guest to experience the daily life of local people. Many are converted from old homes.

Answer 35

Bed and Breakfast

Question 36

A lodge with communal bedrooms and washrooms designed for 4 to 20 people

Answer 36

Hostel

Question 37

Hotel meal plan that includes continental breakfast

Answer 37

Continental Plan

Question 38

Hotel meal plan that includes breakfast, lunch, and diner

Answer 38

American Plan

Question 39

Hotel meal plan that includes only 2 meals (usually breakfast and dinner)

Answer 39

Modified American Plan

Question 40

Contract between the franchiser and franchisee.

Answer 40

Franchise Agreement

Question 41

Owns and operates their own hotel. Includes Mom and Pop, B&B's and Inns.

Answer 41

Independent Hotelier (Entrepreneur)

Question 42

The purchaser of a franchise operation

Answer 42

Franchisee

Question 43

owns the overarching company, trademarks, and products, but gives the right to the franchisee to run the franchise location, in return for an agreed-upon fee.

Answer 43

Franchisor

Question 44

involves not just selling a method of doing things (as with franchising or licensing) but involve actually doing them. a wide range of functions, such as technical operation of a production facility, management of personnel, accounting, marketing services and training.

Answer 44

Management Contract

Question 45

A group.

Answer 45

Referral Group

Question 46

A term used to describe what guest will see at a hotel such as the front desk.

Answer 46

Front of the House

Question 47

A term used to describe what guest will not view in a hotel such as the kitchen, or offices.

Answer 47

Back of the House

Question 48

A type of hotel where guest can receive breakfast and it has a "homey" feel.

Answer 48

Bed & Breakfast (B&B)

Question 49

Room Types are based on the intended number of occupants e.g. Single, Double Double etc.

Answer 49

Room Type

Question 50

Room Configurations look beyond the number of occupants. Room Configurations characterize the physical makeup of the guest room.

Answer 50

Room Configuration

Question 51

The term used to denote official title of a room according to the facilities provided.

Answer 51

Room Designation

Question 52

room service menus, hotel facility summary, safety information, brochures, etc.

Answer 52

Hotel Collateral

Question 53

snacks, beverages that are charged to a guest’s bill based on consumption

Answer 53

Honour Bar

Question 54

Nicer/larger work areas, larger beds and whirl pool tubs

Answer 54

Upgraded Hard Goods

Question 55

Drapery, bedspreads, robes, etc

Answer 55

Upgraded Soft Goods

Question 56

Bath soaps, mouthwash, lotions

Answer 56

Upgraded Amenities

Question 57

A.

Answer 57

Concierge Level or Business Level

Question 58

Like a hotel room but considered larger

Answer 58

Suite

Question 59

Smallest room in the suite configuration. Often marginally larger than the standard room.

Answer 59

Junior Suite

Question 60

Span two floors or more to create high ceilings. Takes up two standard rooms, one on top of another.

Answer 60

Bi level Suite

Question 61

A room or suite especially in a hotel set aside as a place for socializing especially for business services

Answer 61

Hospitality Suite

Question 62

Common names for the most expensive suite in a luxury hotel (also known as Royal Suite)

Answer 62

Presidential Suite

Question 63

A bed that is stored in the wall and pulled out when required

Answer 63

Murphy Bed

Question 64

The last possible date that a hotel can hold a contracted rate and rooms for a group before releasing them.

Answer 64

Cut off Date (Group Blocks)

Question 65

It is the total number of group rooms you have decided to take out of your inventory for groups that have signed contracts to stay at your property.

Answer 65

Group Block

Question 66

When room goes unsold we loose the opportunity to ever sell it again.

Answer 66

Opportunity Cost

Question 67

The process of estimation in unknown situations

Answer 67

Forecasting

Question 68

Situation in which the actual number of rooms sold on a given night is less than the number of rooms forecasted to be sold or the number of rooms "on the books"

Answer 68

Wash Factor

Question 69

The difference between the rooms contracted for and the actual number of reservations realized.

Answer 69

Slippage

Question 70

Out of order

Answer 70

OOO

Question 71

The number of persons registered in a hotel on a specific night

Answer 71

House Count

Question 72

The act of controlling rates and restricting occupancies in effort to maximize gross room revenue. Also referred to as Revenue Management

Answer 72

Yield Management

Question 73

The average daily rate

Answer 73

ADR

Question 74

Revenue per available room

Answer 74

RevPAR

Question 75

Situations can occur where one night, for whatever reason, has a higher demand than other nights.

Answer 75

Spike

Question 76

If the hotel was sold out on that night yet wide open the following night.

Answer 76

Hole

Question 77

Multiple nights stay

Answer 77

Stay Over

Question 78

Check-in

Answer 78

Arrivals

Question 79

Guest departure

Answer 79

Checkouts

Question 80

Rooms that are ready to be sold. Total number of rooms unoccupied on a given day.

Answer 80

Availability

Question 81

This restriction will not allow for any new reservations to be taken on a given night but will allow for stay-overs.

Answer 81

Closed to New Arrivals (CTA)

Question 82

If demand is expected to be high for a given time, the rates can be blocked by the manager. That is no rooms sold at the owner rate/ discounted rates

Answer 82

Rate Availability Restrictions

Question 83

A signal programmed into reservation computer system that instructs it to change the rate based on present criteria

Answer 83

Rate Triggers

Question 84

When managers shut the discounted rates off early due to expected demand.

Answer 84

Driving Rate

Question 85

Hotel rooms which are next to each other but, unlike connecting rooms, have no common doors or passages..

Answer 85

Adjoining rooms

Question 86

A hotel that is part of a larger chain. The hotel may be owned by a corporation, or may be operated by an independent franchisee.

Answer 86

AFFILIATED HOTEL

Question 87

A hotel near the airport.

Answer 87

AIRPORT HOTEL

Question 88

A.

Answer 88

Room near to the swimming pool

Question 89

when a hotel puts a certain number of rooms "on the shelf"

Answer 89

Group Block

Question 90

FOM

Answer 90

Front Office Manager or Front Office Management