Shared Flashcard Set

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TIM 314 Exam 2
AHH
83
Travel
Undergraduate 4
07/25/2014

Additional Travel Flashcards

 


 

Cards

Term
group résumé
Definition
A summary of all of a group’s activities, billing instructions, key attendees, recreational arrangements, arrival and departure patterns, and other important information; usually stored in a binder at the front desk or in an electronic file.
Term
hotel clock
Definition
The clock by the hotel switchboard that keeps the official hotel time.
Term
information directory
Definition
A collection of information kept at the front desk for front desk agents to use in responding to guest requests and questions, including simplified maps of the area; taxi and airline company telephone numbers; bank, theater, church, and store locations; and special event schedules.
Term
log book
Definition
A journal in which important front office events and decisions are recorded for reference during subsequent shifts. In many hotels, the logbook has been replaced by a transaction file maintained by the property management system.
Term
master folio
Definition
A folio used to chart transactions on an account assigned to more than one person or guestroom, usually reserved for group accounts; a master folio collects charges not appropriately posted elsewhere.
Term
rapid response software
Definition
An electronic form of a maintenance log book system.
Term
reader board
Definition
A posting or closed-circuit broadcast of daily events at a hotel.
Term
split folio
Definition
A folio in which a guest’s charges are separated into two or more folios.
Term
transaction file
Definition
A chronological recording of important front office events and decisions for reference during subsequent front office work shifts.
Term
voice mailbox
Definition
A device capable of storing, recording, and playing back messages for guests through the telephone system.
Term
appellant
Definition
The party appealing a previous court decision.
Term
appellee
Definition
The party appealed against. Also known as the respondent.
Term
citizen’s arrest
Definition
Common law in most states, a citizen’s arrest permits arrest by private citizens when an individual is lawfully deprived of his or her freedom. It should be done only if a sworn police officer cannot respond in time and good judgment requires prompt action.
Term
compensatory damages
Definition
Damages awarded to compensate the plaintiff for pain and suffering, loss of income during a period of absence from work, medical and hospital expenses, and recuperative facility or home-service expenses.
Term
damages
Definition
Monetary awards paid by the defendant to compensate the plaintiff, to punish the defendant, or both.
Term
defendant
Definition
The side the suit is brought against.
Term
directed verdict
Definition
An immediate decision rendered by a judge after the close of evidence, because either side failed to prove its cause.
Term
foreseeability
Definition
The reasonable likelihood that a specific future incident could have been foreseen—and, therefore, prevented based on knowledge of past similar incidents on the premises or in the surrounding community.
Term
judgment n.o.v. (notwithstanding the verdict)
Definition
A judgment by a trial judge that overrules all or part of the jury verdict.
Term
legal cause
Definition
The primary or predominating cause from which an injury follows as a natural, direct, and immediate consequence, and without which the injury would not have occurred. Also known as proximate cause.
Term
negligence
Definition
Failure to exercise the care that a reasonably prudent person would exercise under like or similar circumstances.
Term
plaintiff
Definition
The side that initiates and files the suit.
Term
proximate cause
Definition
The primary or predominating cause from which an injury follows as a natural, direct, and immediate consequence, and without which the injury would not have occurred. Also known as legal cause.
Term
punitive damages
Definition
Damages awarded against a person as punishment for outrageous conduct; punitive damages also act as a deterrent to similar conduct.
Term
reasonable care
Definition
Actions that are ordinary or usual to protect against a foreseeable event—the central legal issue being that innkeepers owe a duty of care to all persons on their property. Failure to meet this duty may result in security-related liability.
Term
respondent
Definition
The party appealed against. Also known as the appellee.
Term
security
Definition
Protecting people and assets. Security efforts may involve such areas of concern as guestroom security, key control, locks, access and perimeter control, alarm and communication systems, lighting, closed-circuit television, safe depositboxes, inventory control, credit and billing procedures, computer security, staffing, pre-employment screening, employee training, responsible service of alcoholic beverages, emergency and safety procedures, and recordkeeping.
Term
summary judgment
Definition
A judgment granted (1) to the defendant when the plaintiff fails to meet the factual and legal requirements to establish its case, or (2) to the plaintiff when a valid legal claim exists supported by the facts with no possible defense.
Term
tort law
Definition
Provides the basis for actions permitting one person to remedy a wrong committed against him or her by another. For example, it permits an injured party to bring a lawsuit for damages against a security officer and the employing property for such unreasonable conduct as false arrest, false imprisonment, malicious prosecution, defamation, and slander.
Term
trial court
Definition
The court in which a suit or case is first tried.
Term
account
Definition
A form on which financial data are accumulated and summarized.
Term
account balance
Definition
A summary of an account in terms of its resulting monetary amount; specifically, the difference between the total debits and total credits to an account.
Term
account receivable
Definition
An amount owed to the hotel.
Term
accounts receivable ledger
Definition
A grouping of accounts receivable, including the guest ledger and the city ledger.
Term
allowance voucher
Definition
A voucher used to support an account allowance.
Term
bank limit
Definition
The amount of cash contained in a cashier bank when it is issued at the beginning of a work shift.
Term
cash advance voucher
Definition
A voucher used to support cash flow out of the hotel, either directly to, or on behalf of, a guest
Term
cash bank
Definition
An amount of money given to a cashier at the start of a work shift so that he or she can handle the various transactions that occur. The cashier is responsible for this cash bank and for all cash, checks, and other negotiable items received during the work shift.
Term
cash voucher
Definition
A voucher used to support a cash payment transaction at the front desk.
Term
charge voucher
Definition
A voucher used to support a charge purchase transaction that takes place somewhere other than the front desk; also referred to as an account receivable voucher.
Term
city ledger
Definition
The collection of all non-guest accounts, including house accounts and unsettled departed-guest accounts.
Term
correction voucher
Definition
A voucher used to support the correction of a posting error that is rectified before the close of business on the day the error was made.
Term
credit (cr)
Definition
An entry on the right side of an account.
Term
debit (dr)
Definition
An entry on the left side of an account.
Term
due back
Definition
A situation that occurs when a cashier pays out more than he or she receives; the difference is due back to the cashier’s cash bank. In the front office, due backs usually occur when a cashier accepts so many checks and large bills during a shift that he or she cannot restore the initial bank at the end of the shift without using the checks or large bills.
Term
employee folio
Definition
A folio used to chart transactions on an account assigned to an employee with charge purchase privileges at the hotel.
Term
floor limit
Definition
A limit assigned to hotels by payment card companies indicating the maximum amount in payment card charges the hotel is permitted to accept from a card member without special authorization.
Term
folio
Definition
A statement of all transactions affecting the balance of a single account.
Term
front office accounting formula
Definition
The formula used in posting transactions to front office accounts: Previous Balance + Debits − Credits = Net Outstanding Balance.
Term
guest account
Definition
A record of the financial transactions that occur between a guest and the hotel.
Term
guest folio
Definition
A form (paper or electronic) used to chart transactions on an account assigned to an individual person or guestroom.
Term
guest ledger
Definition
The set of accounts for all guests currently registered at the hotel; also called the front office ledger, transient ledger, or rooms ledger.
Term
high-balance account
Definition
An account that has reached or exceeded a predetermined credit limit; typically identified by the night auditor; also called a high risk account.
Term
house limit
Definition
A credit limit established by the hotel.
Term
late charge
Definition
A charge posted to a guest account after the guest has settled the account and departed the hotel.
Term
account aging
Definition
A method for tracking past-due accounts according to the date the charges originated.
Term
current account
Definition
A city ledger account that is within the current billing period.
Term
delinquent account
Definition
A city ledger account that has not been settled within a reasonable collection period, usually ninety days.
Term
express check-out
Definition
A pre-departure activity that involves the production and early morning distribution of guest folios for guests expected to check out that morning.
Term
guest history file
Definition
A collection of guest history records, constructed from expired registration cards or created through sophisticated automated systems that automatically direct information about departing guests into a guest history database.
Term
guest history record
Definition
A record of personal and financial information about hotel guests relevant to marketing and sales that can help the hotel serve guests on return visits.
Term
late charge
Definition
A transaction requiring posting to a guest account that does not reach the front desk for posting until after the guest has checked out and closed his or her account.
Term
late check-out
Definition
A room status term indicating that the guest is being allowed to check out later than the hotel’s standard check-out time.
Term
late check-out fee
Definition
A charge imposed by some hotels on guests who do not check out by the established check-out time.
Term
overdue account
Definition
A city ledger account that is unpaid beyond the current billing period, usually between thirty and ninety days.
Term
self check-out terminal
Definition
An automated system, usually located in the hotel lobby, that allows the guest to review his or her folio and settle the account using the payment card authorized at check-in.
Term
skipper
Definition
A guest who has left a hotel and has intentionally not settled his or her account.
Term
unpaid account balance
Definition
Charges remaining in a guest account after the guest has left the hotel.
Term
zeroing out
Definition
Settling a folio account balance in full as the guest checks out.
Term
area inventory list
Definition
A list of all items within a particular area that need cleaning by or the attention of housekeeping personnel.
Term
deep cleaning
Definition
Intensive or specialized cleaning undertaken in guestrooms or public areas. Often conducted according to a special schedule or on a special- project basis.
Term
frequency schedule
Definition
A schedule that indicates how often each item on an area inventory list must be cleaned or maintained.
Term
housekeeping status report
Definition
A report the housekeeping department prepares that indicates the current housekeeping status of each room, based on a physical check.
Term
maximum quantity
Definition
The greatest number of purchase units that should be in stock at any given time.
Term
minimum quantity
Definition
The fewest number of purchase units that should be in stock at any given time.
Term
occupancy report
Definition
A report prepared each night by a front desk agent or the property management system that lists rooms occupied that night and indicates guests who are expected to check out the following day.
Term
par number
Definition
A multiple of the standard quantity of a particular inventory item that must be on hand to support daily, routine housekeeping operations.
Term
performance standards
Definition
A required level of performance that establishes the quality of work that must be done.
Term
preventive maintenance
Definition
A systematic approach to maintenance in which situations are identified and corrected on a regular basis to control costs and keep larger problems from occurring.
Term
productivity standards
Definition
An acceptable amount of work that must be done within a specific time frame according to an established performance standard.
Term
room status discrepancy
Definition
A situation in which the housekeeping department’s description of a room’s status differs from the room status information at the front desk.
Term
routine maintenance
Definition
Activities related to the general upkeep of the property that occur on a regular (daily or weekly) basis and require relatively minimal training or skills to perform.
Term
scheduled maintenance
Definition
Activities related to the upkeep of the property that are initiated through a formal work order or similar document.
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