Term
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Definition
| Rooms Sold/Rooms Available |
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Term
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Definition
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Term
| RevPAR (Revenue per Available Room) |
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Definition
| Room Revenue/Rooms Available |
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Term
| Front office: most important functions |
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Definition
| communication and accounting |
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Term
| Charachteristics of Service |
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Definition
| Perishability, Fixed supply, High Operating Costs, Seasonality |
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Term
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Definition
| Room that was not sold can never be sold again |
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Term
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Definition
| Cannot increase the number of rooms (short run) |
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Term
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Definition
capital and labor intensive
high mortgage
2/7 operation = many employees |
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Term
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Definition
Daily Seasonality
Seasonality Cycles (busy summer or busy winter) |
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Term
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Definition
higher room rate = higher expectations
restaurants and lounges, meeting facilities, long term and short term stays |
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Term
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Definition
| swimming pool, exercise room, uniformed service, Food & Beverage |
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Term
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Definition
Limited F&B
For business people, cost-concious families- short term stays
usually located near a restaurant |
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Term
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Definition
home away from home, home type atmosphere
kitchenette, spacious bathrooms/living area
For leisure, business relocation |
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Term
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Definition
full service- sometimes a destination themselves
pool, activities, restaurants |
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Term
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Definition
long term, --> extended service, all-suites, limited service (to a certain extent)
near commercial districts |
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Term
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Definition
found just about everywhere
shorter stays- business people in area for a few days |
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Term
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Definition
you own hotel, but you pay to use a name
pay fee, have access to reservation system, national advertising |
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Term
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Definition
| Owned and operated by a chain organization |
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Term
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Definition
I own it, Marriott will run it for me under a management contact.
If people find themselves owning a hotel property but don't know how to run it |
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Term
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Definition
| In charge of own reservations, own marketing, hire own people, do own purchasing |
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Term
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Definition
Groups of independent hotels that are similar in levels of service, etc will form a referral property.
Have own reservation system but still remain independent. |
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Term
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Definition
| leadership, decision making, staffing, controlling, directing, communicating, develops financial goals, usually develops organization charts |
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Term
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Definition
| executes plan developed by general manager |
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Term
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Definition
| Responsible for efficient operation of revenue producing centers: restaurant, banquets, room service |
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Term
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Definition
| Oversees team of electricians, plumbers, etc. |
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Term
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Definition
| Responsible for upkeep of guest rooms and public areas. In charge of guest room inventory. |
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Term
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Definition
| In charge of advertising, screening, interviewing, hiring employees. Administering employment laws. |
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Term
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Definition
| Analyzes available markets, sells products, brings in conferences, conventions, and tours |
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Term
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Definition
| leads front office staff in delivering hospitality |
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Term
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Definition
| Internal Accountant for the hotel |
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Term
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Definition
| develops procedures to ensure employee honesty and guest safety |
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Term
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Definition
| oversees parking garage to ensuree guest & car safety |
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Term
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Definition
reservations, guest services, assigns room and distributes keys,
Communicates with housekeeping, answers phones, gives out information/direction to local attractions, accepts cash, communicates with hotel on behalf of guests |
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Term
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Definition
| Person who takes and confirms incoming requests for rooms: makes sure special requests are noted, answers guest requests for information, maintains an accurate room inventory, make sure hotel isn’t oversold, communicates with marketing and sales |
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Term
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Definition
| Processes guest check outs |
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Term
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Definition
| Processes and balances daily financial transactions of guests who used services, serves as desk clerk for night shift |
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Term
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Definition
| supervisor of uniformed service |
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Term
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Definition
| provides information on things going on outside of hotel-tourist attractions, etc |
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Term
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Definition
| : Supervises employees (training). Supervise equipment to make sure the information in the property management system is accurate and up to date. Supervises the inventory of rooms that are to be sold. Supervises finance and sales opportunities. Considers all factors to determine things to sell the most rooms: should I insist on a 2 night minimum to increase occupancy on Friday and Saturday? Etc. |
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Term
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Definition
| detailed listing of a jobs tasks, sound basis for a job description |
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Term
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Definition
| listing of required duties to be performed by an employee |
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Term
| Front Office communicates with marketing and sales |
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Definition
Front desk provides marketing and sales with data on guest histories.
-guests name and address
- provides marketing & sales with information to targeting marketing campaigns, develop promotions, select appropriate advertising media. The guest history might include how the guest heard about your company.
- sales and marketing (through the front desk) processes reservations for sleeping rooms (marketing and sales needs to check if there are rooms available)
- marketing and sales sells conferences and conventions (sometimes booked months/year in advance)
-front office might relay messages to sales and marketing
- TWO WAY INTERACTION |
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Term
| Front desk communicates with housekeeping |
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Definition
-receives room status information from each other
- what rooms are available, what rooms are clean, what rooms are occupied, what rooms are out of order
- on change– a guest who has checked out, but the housekeeping staff has not released it for occupancy
- report house count to each other – number of guests that are registered in the hotel
- if a guest is missing some kind of amenity in room – call usually goes to front desk and is relayed to housekeeper
- housekeeping receives room sale projections (forecast) – provides information to housekeeping – how many departures/arrivals/stayovers on any given day
-basis for executive housekeeper to create schedule
- Housekeepers Front Office = housekeepers room report
-what rooms are vacant, occupied, out of order
- relay security concerns to front desk |
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Term
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Definition
| -empowers employees to make decisions |
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Term
| Property Management System |
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Definition
| -generic term for hardware and software on computer used to manage hotel |
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Term
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Definition
| electronic sharing of data between revenue producing areas of hotel |
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Term
| Property Management System- Security |
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Definition
Producing keys
keys recycled, puts in new code |
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Term
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Definition
can recieve individual or group reservations
-recieves data, checks availability, stores information
-now has name, address, phone number |
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Term
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Definition
| -planning to achieve maximum room rates and most profitable guests |
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Term
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Definition
| -has name, address, phone number from reservation, all you need to do is verify information |
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Term
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Definition
provides infrmation on whether or not room is available for a guest
categorized under reservation (open, confirmed, guaranteed) and housekeeping (open, on change, out of order) |
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Term
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Definition
| charges made by guests in hotel immedietely go to bill |
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Term
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Definition
| -trackng of outgoing guest room calls, not as important because of cell phones but still used |
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Term
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Definition
-PMS has reduced long lines for check out - might be able to check out from TV in room
-Front desk, neat, accurate folio (bill) is printed |
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Term
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Definition
| Controlled prcess where financial account is maintained and balanced on a daily basis |
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Term
| Inquiry or Report Applications |
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Definition
| Allows management to retrieve operating or financial information at any time |
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Term
| Back Office Application (PMS) |
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Definition
| aids in development of financal statements |
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Term
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Definition
| allows Housekeeping to communicate to front desk - room status |
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Term
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Definition
| Reduces paperwork betwen front office and F&B |
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Term
| Engineering and Maintinence (PMS) |
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Definition
| streamlines processing of work orders |
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