In my previous free hotel management training tutorial I have shared 50 front Office Terminology for hoteliers and hospitality students. Today in this Front office terminology series I will publish more. I hope these series of Hotel Management Terminologies will help you to learn more about basic hospitality operation.

1. Drop Safe: A safety deposit box usually located at the General Cashier’s office, where all outlet cashiers and Service Associates could remit their day’s collection.
2. Due In : Expected check-in today.
3. Due Out : Expected check-out today.
4. Early Arrival : Early morning arrival is subject to space availability (6.00am start of day). If a client informs the hotel that he is arriving early, he must be informed that check-out time is not until 12.00 noon and the hotel cannot guarantee the room before then. We will, however, do our utmost to have a room ready as soon as possible. If the client wishes, he can reserve and pay for the room the night before to ensure immediate occupancy on arrival.
5. Early Departure : Guest who checked out earlier than the expected departure date (See “Unexpected Departure”).
6. Express Check-Out : A condition whereby guest leaves the hotel without having to check-out at the Front Desk. However, guest needs to furnish his credit card details on the “Express Check-Out” form, prior to his departure.
   This arrangement could also apply to city ledger settlement.
7. Extension of Stay : Authorized change of departure dates.
8. Extra Bed : See Rollaway Bed (R.W.B.)
9. Extra Rate : Applies to third person in room and not extra bed. Extra person/bed rate to be waived for Suite occupants.
10. Family Plan : No additional charge for children under 18 years occupying the same room as their parents or guardian.
11. Golden Circle Program : Guest recognition program that provides uniform delivery of value-added individual services, features and amenities to high valued guests, across all Shangri-La Hotels & Resorts.
12. Guest Name Record (GNR) : This is the guest’s reservation record which includes guest name, hotel accommodations, arrival information, rate, address and any other pertinent information.
13. Guaranteed : Refers to a reservation that has been guaranteed. This means that the guest plans on arriving after 4.00pm and has guaranteed to pay should he fail to arrive. The hotel will hold the room all night, and if the guest does not arrive, he will be charged. In the event that the guest has guaranteed and the hotel does not have space when he arrives, the hotel will find alternative accommodation at a similar hotel and pay for it.
14. Guest Folio : Statement of guest’s hotel charges.
15. Guest History : Records showing details of guest’s previous visits to our hotel e.g. address, length of stay, credit cards used and room preference.
16. Half Day Charge : A charge of 50% off folio rate for late check-out at 6.00pm (50% off rack for “wholesale” guests who wish to extend late check-out on their own account).
17. House Count / Status : This term indicates the occupancy of the hotel at any time of the day, expressed in either actual rooms or percentage.
18. Incognito Stay : See “Confidential Stay”.
19. In-House guest : A guest registered with the hotel and has not checked out yet.
20. Joiner : Guest to check into room with already registered guest requiring a separate account.
21. Key Permit : An in-house guest authorizes another non-registered guest to gain access to his room.
    
22. Key Request : In-house guest requests for a second room key or another key to replace his/her lost key.
23. Late Check-Out : Additional time allotted by the hotel after normal check-out time with or without extra charge. Free-of-charge is subject to space availability or as promised, e.g. Value Rate (Rack).
24. Limousine : Hotel vehicle used to transport guests to or from the airport/train station/pier or hourly bookings.
25. Locator message : Guest advises that he/she may be contacted at a specific location when he/she is not in the room for a period of time.
26. Logbook : Book for inter department communication.
27. Log Printer : Printer dedicated to printing critical computer transactions i.e. Creation of Reservation, Guest Check-in, Post to Folio, Status Reports, Telephone Charges, etc.
28. Market Share : That percentage of the hotel market (in terms of units, dollars, or any other index) which is captured by a given segment.
29. Net Rate : A non-commissionable rate or rate inclusive of taxes and service charge.
30. Night Safe : See “Drop Safe”.
31. No-Show : Guest who did not arrive when accommodation was reserved. Guaranteed no-shows are not to be checked into the PMS to capture occupancy. The Front Office Manager in consultation with the Director of Marketing is to advise the Credit Manager the following day which guaranteed no-shows to be charged. All relevant correspondences are to be attached to the no-show report and submitted to Credit Manager for proper billing.
32. On Request : Situation whereby the hotel is expecting high occupancy and certain room categories are placed on request basis to travel agents, sister hotels and Central Reservations Offices.
33. Out Of Order Rooms : Rooms removed from saleable inventory due to major (O.O.O.) repair works e.g. renovation or refurbishment.
    
34. Out Of Service Rooms : Rooms temporarily blocked off for minor repair works
    (O.O.S.) e.g. servicing of air-conditioners, general cleaning; or rooms temporarily closed off due to low occupancy. (These O.O.S. rooms do not affect the occupancy forecast).
35. Overbooking : The deliberate or mistaken confirmation of more reservations than there are rooms available.
36. Package : A combination of a room, meals, laundry/valet, or other services sold in one deal.
37. Percentage of Occupancy : Occupancy determined by dividing the total occupied rooms (including complimentary rooms) by the total available rooms (excluding O.O.O. rooms).
38. Permanent Folios : Room types defined in Fidelio beginning with “P” are considered pseudo or “dummy” room types. The system provides all normal functionality available in Fidelio for “P_” room types, such as creating reservations, attachment of Travel Agent or Company profiles, charge routing, check-in, posting, settlement by all payment methods, check-out, etc. These rooms are not included in the daily rooms statistics, but revenue and payment figures are taken in as part of the hotel total. This flexibility allows these “dummy” rooms to fulfill a variety of functions for the hotel. In order to segregate the functions and easily identify the purpose of each “P_” room type, it is recommended to use the following designations:
39. Pledge Relocates : Rooms for guests housed at another hotel, but paid for by the hotel as a result of the hotel not being able to honour a guaranteed reservation.
40. PMS : Property Management System (Fidelio/Opera)
41. POS : Point of Sales (Micros)
42. Pre-Assigning/Block : Setting aside rooms for reservations with specific requests for a service, feature, amenity and early arrivals.
43. Pre-register : Process whereby guests’ full particulars are obtained prior to arrival and only guests’ signatures are obtained upon check-in.
44. Profile : A master record of details of a guest/company/travel agent e.g. name, address, telephone number, guest history and etc.
45. Quoted Rate : On the Shangri-La Hotels & Resorts confirmation, we are honour bound to provide the guest with the room and/or rate specified on the confirmation, regardless of availability.
46. Rate Change : When the room rate is altered for a room which is already occupied
47. Register : Process of putting a guest record into the hotel system as an in-house guest.
48. Registration Card : Card used by all guests to register at check-in into the hotel.
49. Rollaway Bed (R.W.B.) : A portable single bed which can accommodate an additional guest
50. Room Change : When a guest moves from one room to another during his stay
51. Room Discrepancies : Rooms reported by Housekeeping when the physical status of the rooms do not tally the Front Office PMS status.
52. Room Rate : This rate which is designated for a specific room.
53. Rooming List : A list of guest names provided by a travel agent or group organizer to the hotel to inform names of persons occupying the block booking.
54. Round Trip Transfer : Two way transfer from airport/train station/pier to hotel; and from hotel to airport/train station/pier.
55. Routing Instructions : Process whereby billing instructions are set in guests’ reservations.
56. Run Of House (ROH) : A term used for travel agent’s contracted rate for the lowest room category and when this category is not available upon guest’s arrival, the guest must automatically be upgraded to the next available category at no extra cost.
57. Share With : Two or more guests occupying the same room but with separate accounts or folios.
58. Shift : The number of hours worked by a member of staff in one day.
59. Skip Room : A condition where a room is reported as “Vacant” by Housekeeping but reflected as “Occupied” in Front Office Status.
60. Sleep Out : See “Out-Of-Town”.
61. Stay Over : Guest extending his stay.
62. Suite : Accommodation consisting of one or two bedrooms and a connecting sitting room (parlor).
63. Suite - Presidential : The highest suite category
64. Suite – Specialty : One of the more elegant suites.
65. System Down : Times when computer becomes inoperative.
66. System Up : When computer is operational.
67. Tour Group : A group booked by a travel agent or association, etc.
68. Tour Group Concession : Complimentary rooms accorded as per the contract signed with the travel
69. Trace : A message/instruction left in the PMS for the relevant department to follow up.
70. Travel Agent : Represents guests to arrange travel and hotel bookings.
71. Unexpected Departure : See “Early Departure”.
72. Upgrade : Situation where a guest is given a higher priced room at a lower rate, usually for business promotions or out of goodwill. This must be approved as per Delegation of Authority.
73. Upsell : Moving a guest into a higher priced room in the hotel with a rate increase.
74. Vacant Room : Room available for sale but not occupied during the period.
75. VIP : A person designated by management to receive special treatment (See “Guest Type Code”) .
76. Voucher : Document used to record debits or credits posted to a room account.
77. Walk-In : Guest requesting accommodation at the Front Desk without having made a reservation.

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