Managing Front Office Operations Chapters 1 - 5
1. All Inclusive: A billing arrangement under which room charges include the guestroom, meals, beverages, and activites.
2. Authorization code: A code generated by an online credit card verification service, indicating that the requested
transaction has been approved.
3. Denial code: A code generated by an online credit card verification service, indicating that the requested transaction has
NOT been approved.
4. Direct billing: A credit arrangement, normally established through correspondence between a gueset or a company and
the hotel, in which the hotel agrees to bill the guest or the company for the charges incurred.
5. Due-outs: Guests expected to check out on a given day who have not yet done so.
6. European plan (EP): A billing arrangement under which meals are priced seperately from rooms.
7. Floor limit: A limit assigned to hotels by credit card companies indicating the maximum amount in credit card charges the
hotel is permitted to accept from a card member without special authorization
8. Housekeeping status report: A report prepared by the housekeeping department indicating the current housekeeping
status of each room, based on a physical check.
9. Incidental charges: Charges made to a guest account other than the charges and the tax for the guestroom.
10. Occupancy report: A report prepared each night by front desk agent that lists rooms occupied that night and indicates
guests who are expected to check out the following day
11. PIA (paid-in-advance): A guest who pays his or her room charges in cash during registration
12. Rack rate: The standard rate established by a hotel for a particular category of rooms
13. Registration form: A document used to help formulate a registration record; in many states, the guests signatures is
required.
14. Registration record: A collection of important guest information created by the front desk agent following the guest's
arrival; includes the guest's name, address, telephone number, and company affiliation; method of payment; and date of
departure.
15. Reservation status: An indicator of a rooms long-term availability for assignment.
16. Room rate: The price a hotel charges for overnight accommodations.
17. Run of the house: Room assignment based on room availability at the time of check-in.
18 Self-registration: A computerized system that automatically registers a guest and dispenses a guestroom key, based on a
guest's reservation and credit card information.
19. Skipper: A quest who leaves without paying for the room.
20. Sleeper: An unoccupied guestroom wrongly shown as occupied on the property management system.
21. Upselling: A sales technique whereby a guest is offered a more expensive room than what he or she reserved or originally
requested, and is then persuaded to rent the room based on the room's features and benefits, and his or her needs.
22. Walk-in: A guest who arrives at a hotel without a reservation.
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1. All Inclusive: A billing arrangement under which room charges include the guestroom, meals, beverages, and activites.
2. Authorization code: A code generated by an online credit card verification service, indicating that the requested
transaction has been approved.
3. Denial code: A code generated by an online credit card verification service, indicating that the requested transaction has
NOT been approved.
4. Direct billing: A credit arrangement, normally established through correspondence between a gueset or a company and
the hotel, in which the hotel agrees to bill the guest or the company for the charges incurred.
5. Due-outs: Guests expected to check out on a given day who have not yet done so.
6. European plan (EP): A billing arrangement under which meals are priced seperately from rooms.
7. Floor limit: A limit assigned to hotels by credit card companies indicating the maximum amount in credit card charges the
hotel is permitted to accept from a card member without special authorization
8. Housekeeping status report: A report prepared by the housekeeping department indicating the current housekeeping
status of each room, based on a physical check.
9. Incidental charges: Charges made to a guest account other than the charges and the tax for the guestroom.
10. Occupancy report: A report prepared each night by front desk agent that lists rooms occupied that night and indicates
guests who are expected to check out the following day
11. PIA (paid-in-advance): A guest who pays his or her room charges in cash during registration
12. Rack rate: The standard rate established by a hotel for a particular category of rooms
13. Registration form: A document used to help formulate a registration record; in many states, the guests signatures is
required.
14. Registration record: A collection of important guest information created by the front desk agent following the guest's
arrival; includes the guest's name, address, telephone number, and company affiliation; method of payment; and date of
departure.
15. Reservation status: An indicator of a rooms long-term availability for assignment.
16. Room rate: The price a hotel charges for overnight accommodations.
17. Run of the house: Room assignment based on room availability at the time of check-in.
18 Self-registration: A computerized system that automatically registers a guest and dispenses a guestroom key, based on a
guest's reservation and credit card information.
19. Skipper: A quest who leaves without paying for the room.
20. Sleeper: An unoccupied guestroom wrongly shown as occupied on the property management system.
21. Upselling: A sales technique whereby a guest is offered a more expensive room than what he or she reserved or originally
requested, and is then persuaded to rent the room based on the room's features and benefits, and his or her needs.
22. Walk-in: A guest who arrives at a hotel without a reservation.
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