Term
| Four Rs of Front Office Information Management |
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Definition
R1: Reservations Management
R2:Rooms Management
R3: Revenue Management
R4: Records and Accounts Management |
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Term
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Definition
| MLOS (Minimum Length of Stay) |
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Term
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Definition
The PMS must interface with many other data - and info-generating systems.
Ex: Front desk requires up-to-date info from housekeeping regarding clean/inspected rooms |
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Term
| Records and Accounts Management |
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Definition
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The PMS can easily and quickly allow the front desk agent to establish, receive, and record the proper payment from each guest.
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Term
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Definition
| Designation that instructs reservationists to decline a reservation request from any guest who will not reserve a room for the minimum number of days allowed as predetermined by the hotel |
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Term
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Definition
Number of nights a hotel's individual guests use their rooms. LOS is computed on a per-stay basis.
Ex: In a hotel that sold 300 group room nights to 100 guests, the LOS would be 3.
Room nights sold ÷ Rooms Sold = LOS |
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Term
Advantages of precise guestroom sales forecasts |
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Definition
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–Accurate revenue estimates
–Better guest service because of improved staffing decisions
–Lowered labor costs because employees can be more accurately scheduled according to productivity standards
–Improved budgeting abilities
–Increased operational efficiencies
–Improved profit margins (revenues minus costs)
–Maximized owner (shareholder) profits
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Term
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Definition
-Account Number
-Status
-Balance
-Stay Info
-Guest Info
-Guarantee Info
-Tracking
-Options
-Associated Accounts
-Notes |
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Term
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Definition
-Single
-Double/Double-double
-Queen
-King
-Sofa Sleeper
-Adjoining Rooms
-Connecting Rooms
-Beach front/view
-Restricted floor
-Barrier Free
-Smoking/non-smoking
-Suite |
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Term
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Definition
| Room that contains a single person bed |
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Term
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Definition
| Room that contains one double bed |
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Term
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Definition
| Room that countains two double beds |
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Term
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Definition
| Rooms that are next to each other but do not have a connecting door |
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Term
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Definition
| Rooms that have individual entrance door but also share a common interior door, which allows guests to enter each room from inside either room |
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Term
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Definition
| Room that allows direct access to the beach (or other desirable hotel location) |
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Term
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Definition
| Room that gives the occupants a direct view of the beach (or any other desirable hotel location) |
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Term
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Definition
| Room that is located in a section of the hotel that is accessible only to specifically designated guests |
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Term
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Definition
| Special room that is easily accesible to those with limited physical abilities (In the past, referred to as handicapped) |
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Term
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Definition
| Typically a large room with the sleeping area separated by a wall or partial wall. A whirlpool suite has an in-room whirlpool tub or hot-tub. A parlor suite has a large, separate living room (parlor) area suitable for entertaining |
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Term
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Definition
-Clean and vacant
-Occupied
-On-change
-Do not disturb
-Sleep-out (sleeper)
-Stayover
-Due-out
-Check out
-Out of order
-Lock-out
-Late check out |
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Term
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Definition
| Room is vacant, has been cleaned, and can be assigned to a guest |
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Term
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Definition
| Room is registered to a certain guest |
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Term
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Definition
| Room is vacant but not yet clean |
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Term
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Definition
| Room is occupied, but has not been cleaned due to the guest's request not to be disturbed |
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Term
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Definition
| Room is reported as occupied, but the room was not used (bed not used, no personal belongings in room), and the guest is not present |
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Term
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Definition
| Guest will stay in the room at least one more night |
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Term
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Definition
| Guest has indicated this is the last day the room will be used |
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Term
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Definition
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Term
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Definition
| Room is unrentable and, therefore, unassignable at this time |
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Term
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Definition
| Guest has items in the room but will be denied access until approved to reenter by management |
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Term
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Definition
| Guest requested and was given an extension of the regular check-out time |
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Term
| When selecting a PMS, what are the important characteristics FOMs should evaluate? |
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Definition
-Reliability
-Cost of operation
-Ease of installation
-Ease of use
-Ease of interface integration
-Maitenance requirements
-Ease and frequency of upgrading/updating
-Quality and availability of support services |
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Term
| Role and responsbilities of the FOM in the management of rooms forecast data |
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Definition
-Monitor and adjust room rates to reflect the realities of actual room demand
-Make the best occupancy forecasts and maximize RevPar |
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Term
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Definition
An estimate of future occupancy stated as a percentage of rooms available
Tells FOMS how many rooms are projected to be sold |
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Term
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Definition
An estimate of the number of rooms that remain to be sold
Tells FOMs about the rooms that remain to be sold |
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Term
| Guidelines to Maximize RevPar |
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Definition
-Recongnize the unique property features
-Know about special citywide events
-Understand the demand for competitive hotels
-Consider the opening or closing of competitive hotels
-Include weather, road construction, seasons, and other relevant factors
-Adjust forecasts quickly when confronted with significant events |
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Term
| Predictive Data Sources - Internal |
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Definition
-Occupancy %
-Room count
-Reservation/cancellation activity
-No-shows
-Arrivals
-Early departures
-Stayovers |
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Term
| Predictive Data Sources - External |
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Definition
-Local, national, and international events
-Economy
-National and regional travel trends |
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Term
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Definition
| Summarized monthly room sales for a specific hotel and its competitive set |
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Term
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Definition
| Summarizes monthly room sales for the hotel's local market |
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Term
| Competitive Set ("Comp Set") |
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Definition
| The group of competing hotels to which an individual hotel's operating performance is compared |
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Term
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Definition
| A comparitive measure of a specific hotel's operating performance |
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Term
| Group Reservation Handling |
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Definition
Group Reservation: Any entity that reserves 10 or more guestrooms at one time
-Group History
-Peak arrival day
-Peak night
-Pick-up rate
-Group cutoff date
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Term
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Definition
Includes info about the group's previous date or dates of stay, room preferences, room rates paid, form of payment, and any other indo desired by DOS or FOM
Group history probably does not exist in PMS |
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Term
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Definition
| The day when most attendees arrive |
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Term
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Definition
| Night when the most guestrooms for a group are sold |
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Term
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Definition
| The actual number of guest rooms reserved for (or by) individuals. Group pick-up is the number of guest rooms reserved for individuals in a group block |
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Term
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Definition
| Date on which unreserved rooms held in a group block are returned to the hotel's general rooms inventory |
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Term
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Definition
| Any of a variety of PMS reports designed to summarize reservation activity |
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Term
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Definition
| Compare the hotel's budget forecast with an occupancy forecast |
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Term
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Definition
Hotel term for cummulative current data. Most often used in reference to reservation data
(Reservation scheduled in the future)
Ex: 300 room hotel has reservations for 200 rooms on a given future date, so hotel has 200 reservations "on-the-books" |
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Term
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Definition
| Rooms reserved exclusively for members of a specific group. A block consists of all rooms held (reserved) by the hotel for the exclusive use of that group |
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Term
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Definition
| Specific set of data or info taken from a hotel's property management system |
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Term
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Definition
| Total number of guests staying in a hotel on a specific night |
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Term
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Definition
Reduced rate authorized for use when a guest seeking a reservation exhibits price (rate) resistance
"Flex Rate" |
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Term
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Definition
Gross operating profit per available room
The average gross profit (revenue less management-controllable expenses) generated by each guest room during a given time period |
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Term
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Definition
"E-Commerce"
Generic term used to indicate all electronic methods of advertising and selling guestrooms
(internet, website, twitter, facebook) |
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Term
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Definition
| Process by which revenue managers price rooms while considering how consumers may react to the pricing strategies that are used |
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Term
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Definition
Recognizes when demand is held constant, an increase in supply leads to a decrease selling price
Conversely, when demand is held constant, a decrease in supply leads to an increased selling price |
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Term
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Definition
Recognizes when supply is held constant, an increase in demand results in an increase in selling price
Conversely, with supply held constant, a decrease in demand leads to a decreased selling price |
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Term
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Definition
Central Reservation System
An entity, operated by a franchisor, that offers potential guests the opportunity to make reservations at its affiliated (branded) hotels by telephone, fax, and/or the Internet |
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Term
Room Rate Management
Responsibilities (Shared by?) |
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Definition
-Revenue Manager
-FOM
-DOSM |
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Term
Revenue Management
Negotiated Rate |
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Definition
| A special room rate offered for a fixed period of time to a specific hotel client |
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Term
Revenue Management
Black-Out Date |
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Definition
| Any day(s) in which the hotel will not honor a negotiated rate |
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Term
Revenue Management
Negotiated Rate Agreement |
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Definition
| A document that details the specific contractual obligations of a hotel and client when the hotel has offered, and the client has agreed to, a negotiated rate |
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Term
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Definition
A source of potential room reservations
Sources include hotel's direct telephone number, franchisor-maintained website, its own webite, all third-party websites advertising the hotel's rates, the front desk (for walk-ins), and the hotel's sales department |
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Term
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Definition
Guest types differentited by sales source
Typical market codes include transient and group |
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Term
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Definition
Guest types differentiated by traveler demographics
Typical track codes include those related to purpose of traveler's trip, such as business or leisure |
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Term
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Definition
| Refusal to make a reservation because the rate quoted is perceived to be too high |
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Term
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Definition
Special rate that includes specifically identified guest meals
(typically, breakfast, lunch, and dinner)
*More than one meal* |
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Term
| Modified American Plan (MAP) |
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Definition
Special rate that includes a specifically identified guest meal
(typically one per day - often breakfast)
*ONE meal* |
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Term
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Definition
| Room rate that does not include guest meals |
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Term
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Definition
1. Calculate the hotel's target profits
2. Calculate all fixed expenses
3. Calculate all operating costs
4. Calculate non-room income
5. Determine the total room revenue required to meet the hotel's goals and obligations
6.Forecast the number of rooms to be sold based on estimated occupancy
7. Calculate the hotel's required ADR |
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Term
Cost Per Key
or
Cost Per Room |
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Definition
Average purchase price of a hotel's guest room expressed in thousands of dollars
Ex: 200 room hotel offered for 12 million is selling at a cost of $60,000 per key (or room)
12 million ÷ 200 = $60,000 |
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Term
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Definition
Situation in which the hotel has more guest reservations for rooms than it has rooms available to to lodge those guests
If occurs most likely hotel will have to walk guest |
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Term
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Definition
Closed to arrival
Hotel declines reservations for guests wanting to arrive on a specific date |
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Term
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Definition
Global Distribution System
System of companies (Sabre, Galileo, Apollo, Amadeus, and Worldspan) that connects hotels offering rooms for sale with individuals and travel professionals worldwide who will potentially purchase them |
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Term
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Definition
| Demand forecasting system designed to maximize revenue by holding room rates high during times of high guestroom demand and by decreasing room rates during times of lower guestroom demand |
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Term
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Definition
| Total room revenue/Number of rooms sold |
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Term
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Definition
| Total room revenue/Rooms available |
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Term
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Definition
Revenue - management controllable expense/
rooms available |
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Term
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Definition
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Performance of hotel/
Performance of competitive set hotels
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Term
Occupancy Forecast
Formula |
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Definition
| Forecast of room demand/Rooms available |
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Term
Availability Forecast
Formula |
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Definition
| Rooms available to sell (100%) - Occupancy forecast % |
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