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1、Advance PaymentMoney requested by the receptionist at the Check In from a guest who has not made an advance reservation and who is unable to produce any of the credit cards accepted by the Hotel.AmenityA gift for the guest with compliments of the Hotel. Liquor, fruit basket, etc.Authorization Approv
2、al CodeA code given by credit card company to the hotel to indicate that they have extended credit limit for one of its cardholder.Average Transient Rate(ATR)Average rate per occupied room, total rooms revenue divided by hotel transient rooms (excluding permanent revenue producing, temporary house u
3、se and complimentary rooms)AccommodationDescription of bed type and location of a particular roomAdjoining RoomAdjacent rooms that are not serviced by a connecting roomAdvance DepositMoney requested by the guest services Assistants at Check In of a guest who did not make an advance reservation and w
4、ho is unable to produce any of the credit cards accepted by Shangri la Hotels and Resorts.AllotmentCertain number of rooms allocated to travel agents for freesale purpose ArrivalDate of Check In.Arrivals GuestsNumber of room check ins for the period.Available roomsTotal number of units excluding per
5、manent House use rooms.Average House Rate(AHR)Total rooms revenue divided by total occupied rooms ( including permanent , house use and complimentary rooms.)Average length of stayRepresents the average number of days of a guest stay i.e. total guests divided by arrivals.Average Room Rate (ARR)Total
6、rooms revenue divided by total number of revenue rooms ( excluding temporary house use and complimentary rooms)Back of the house(BOH)后勤Parts of the hotel with which the guest does not normally come into contact with i.e. personnel, housekeeping, Engineering, Accounts, etc.Back- to- backDescribes a h
7、eavy rate of “Check- out” and “Check- in” on the same day. Guarantees Full occupancy at all times. Bell-Boy/ Bell-Hop/ Bell-man Staff/ Porter, who assists guests with luggage and conveys messages etc.Bell Captain Supervisor of “Bell” personnel.Bell Desk Station manned by the Bell-Captain, where Bell
8、-hops may be located.BrunchA meal served after breakfast but before lunch and taking the place of both.Bed typesDouble : 48-54 X 80 or smallerTwin: 42 X 80 or smallerQueen: 60 X 80 or smallerKing: 72-80 X 80 or smallerBilling instructionsSpecific instructions related to the settlement mode of guests
9、 charges.BlockRoom or rooms that are being hold for the guest on a certain date.Booked to capacityRefers to a situation when the hotel has accepted the maximum number of reservations and is unable to take any more without being placed in an overbooked situation.BootThis refers to the procedure follo
10、wed when computer are changing systems packs or re-initializing the system to ensure that memory is reset before beginning a new program.BucketThe space allocated for printed folios, located at cashier stations.Car claim checkAn indication tag for the guest car that parked in the Hotel premises.Cash
11、 paid outMonies disbursed for guests, either loans or advance and charged to their accounts.Cash basisThe guest pays for the room, service and tax for the duration of his stay upon checking into the hotel. No facilities are provided by the hotel for charging other items to his account i.e.Cash Credi
12、tWritten verification of cash received from a guest and applied to his accountCancellationA reservation which is no longer required by the client. City hotels: non guaranteed reservations will be released by 18:00 on day of arrival. For guaranteed reservations, no charge will be levied if booking is
13、 cancelled before 18:00 of scheduled arrival.Check inGuest arrives and registers in, Date of guest s arrival and registration.Check outGuest depart and settles the bill, Date of guests departure and vacating roomCheck out print outA print out of bills for the guest perusal before he settles the amou
14、nt stated either by cash or credit card.Check out timeTime designated by hotel for guest to vacate his room at completion of stay, Check out time m normally is 12:00 noon.City ledgerA ledger of an account which is not paid at the front office cashier but transferred to the accounts department.Commis
15、sionsMoney sent to travel agents as payment for sending guest to a hotel. It is based on a percentage of the room rate (usually 10%), excluding service charge and prevailing government taxes.ComplimentaryRooms given free for business promotion purposes ( e.g. familiarization groups and travel agents
16、); rooms accorded to Hotel employee for leisure in accordance with corporate office policy guidelines; group room concessions. These free of charge rooms must be authorized by General Manager / Resident Manager / Director of marketing.Concierge (Origin, Europe) A knowledgeable (usually bi-lingual) person, wh
