TERMS USED IN THE HOTEL INDUSTRY
MEETING 7
FRONT OFFICE ACTIVITIES
Welcoming guests
Taking reservations
Checking guests in
Giving Information
Offering Assistance
Handling Complaints
Checking guests out
FRONT OFFICE
Welcome sir/mam.
What can I do for you, sir/mam?
How can I help you today?
What do you need, sir/mam?
Is there anything else I can do for you, sir/mam?
Anything else do you need sir/mam?
Have a good day, sir/mam.
Enjoy your stay.
We are looking forward to your coming.
We are looking forward to having you again, sir/mam.
TERMS USED IN THE HOTEL INDUSTRY
Front of house is the part of a hotel that the guests see and spend time in.
Back of house is the behind-the-scenes area for employees.
BEO stands for Banquet Event Order, which is a document listing the requirements for a catered event. It specifies every single operational or set-up need that you have for the specific event.
Attrition is when fewer guests arrive at a hotel than are contracted for.
Walking the guests is when hotels expect some attrition, they may overbook. If more guests show up than were expected, the hotel may not be able to accommodate them all and will have to arrange for some of them to stay in another hotel.
TERMS USED IN THE HOTEL INDUSTRY
Comp stands for complimentary, and to comp guests means to give them something for free.
Occupancy rate tells what percentage of the rooms are occupied in the hotel.
ADR stands for Average Daily Rate and is the average income the hotel receives per occupied room. Room prices fluctuate based on demand.
RevPAR stands for Revenue Per Available Room. This is found by multiplying ADR by the occupancy rate. Or you could take your total room revenue for the hotel and divide it by the total number of available rooms.
PMS stands for Property Management System, which is the system hotels use to control their operations. The PMS tracks things like reservations, whether rooms are clean, and lost and found items.
Market segment is a group of guests who share similar characteristics.
TERMS USED IN THE HOTEL INDUSTRY
Chatbox is known as a chatterbot or talkbot, an artificial intelligence conversational entity, a chatbot is a service that mimics human behavior.
CMS, Content Management System keeps your hotel website upto date. Its main function is to keep track of contracts and agreements.
Rack rate, every hotel sets its own rates and its own rules to add discounts on those rates.
OTA, 3rd party who often sell a hotel’s room inventory on their behalf in exchange for a commission fee.
MOD, Manager on Duty, is the top person looking after the smooth running of the hotel operations.
