The nerve center or hub of a hotel. It is the department that makes the first and last impression on the guests, and the place that guests approach for information and service throughout their stays.

A bed with 36 x 75 inches size.

A bed 78 x 80 inches size.

A portable bed.

Bed that is inserted into a bed and pulled out when used.

A couch that is convertible into bed.

A room that sleeps only one person.

A room that can accommodate two persons with two twin beds joined together by a common headboard.

Room with one or more bedrooms and a living space.

Rooms that are side by side, but do not have a connecting door between them.

A room with a bed and a sitting area (usually a small lounge) There may be a small, separate bed, connected to the living room or parlor. It is also called a mini-suite.

A suite usually located on the top floor of the building.

A suite designed for a top executive, with facilities and amenities of superior quality.

Are sales and marketing tools used by the hotel to provide Information on the room rate (rack rate) charged and the facilities and services provided to the guests.

The standard rate charged for the room only.

Room rate offered to executive personnel who are regular guests or employees of a corporation that has a contract rate with the hotel which reflects all businesses from that corporation.

Room rate, which includes goods and services and the rental of a room, is developed by the hotel to attract guests in during low sales periods.

Rate given to associations and group of professionals or industry practitioners who are offered professional courtesy of discounted rates.

Used to record transactions made by an individual or independent guest with the hotel.

One folio for the whole group and this folio is required to record all transactions made by the group {which are part of the package of the group}. Also called as group folio.

Separate folios are maintained for all companies, agencies, organizations with whom the hotel has permanent billing arrangements.

Typically hierarchical arrangement of lines of authority, communications, rights and duties of an organization.

Looks after the registration of hotel guests and serves as communication and information center.

Handles inquiries and reservations for room bookings.

Responsible in escorting guests during check in and check out. Does errands for the Front Desk.

Handles and operates the switchboard or the telephone Communication System

A uniformed employee of the hotel who has his or her own separate desk in the lobby. Attends to various forms of guest request

Handles the transport of guest to and from the airport or other transport terminal. Handles special services like computer service, fax, email, photocopy, souvenir items, etc.

Handles special services like computer service, fax, email, photocopy, souvenir items, etc.

A division of the flow of business through a hotel that identifies the physical contacts and financial exchanges between guests and hotel employees.

Where the guest chooses the hotel and makes the reservation. Important information is gathered at this stage, which allows the next stage to run smoothly.

Is when the guest actually arrives and registers at the hotel (check-in). Here the guest verifies the information gathered previously at the reservation stage, confirms method of payment, signs the registration card, and collects the key.

1. Front desk plays an important part at this stage as this is the area where guests will make their requests or air their problems, to which the front desk agents need to respond in a timely and accurate manner.

The main objective on this stage is to settle the guest account, update room status information, and create a guest history record. In an attempt to ensure repeat guests, it is important to find out if the guest has enjoyed their stay at this point.

A guest is currently registered to the room.

The room is occupied, but the guest is assessed no charge for its use.

The guest is not expected to check out today and will remain at least one more night.

The guest has departed, but the room has not yet been cleaned and readied for re-sale.

The guest has requested not to be disturbed.

A guest is registered to the room, but the bed has not been used.

The guest has left the hotel without making arrangements to settle his or her account.

The guest has settled his or her account and left the hotel, but the front office staff has failed to properly update the room’s status.

The room has been cleaned and inspected and is ready for an arriving guest.

The room cannot be assigned to a guest. A room may be out-of-order for a variety of reasons including the need for maintenance, refurbishing, and extensive cleaning.

The guest room door is locked from inside and outside two times so that no one can enter.

The room has been locked so that the guest cannot re-enter until a hotel official clears him or her.

The guest made arrangements to settle his or her account, but has left without informing the front office.

The room is expected to become vacant after the following day’s checkout time.

The guest has settled his or her account, returned the room keys, and left the hotel.

The guest has requested and is being allowed to check out later than the hotel’s standard check-out time.

An agreement between the hotel and a guest that the hotel will hold a specific type of room for a particular date and length of stay.

The procedure by which an incoming guest signifies his or her intent to stay at a property by completing and signing a registration card.

Rooms are held by the hotel until a certain cut-off hour which is set by hotel policy.

This allows the hotel to project the number of guests that will check in by the deadline hour. After the deadline hour, the hotel is able to sell that room to walk-in guest or to accept overflow guest from another property.

No room is allocated to the guest yet and reservation would only take place if there were reservations that are cancelled.

There is no agreement yet but the guest would have to re-confirm the reservation or payment of deposit. At this juncture, no room is allocated yet to the guest.

The guest would be allocated a room and the hotel would hold the room until checkout time of the day following the guest’s schedule arrival. The guest guarantees to pay for the room even if it is not used.

Reservation where the guest provides the hotel with a credit card number to hold the room.

Reservation where the guests make full payment for the stay prior to arrival.

Amendment in reservation from old departure date to new departure date.

Amendment in reservation from original departure date to new departure date

This reservation is made and guaranteed by the travel agent. The hotel bills the agent for a no-show.

A sequential series of alphanumeric combinations that provide the guest with a reference for a guaranteed reservation.

A sequential series of alphanumeric combinations that provides the guest with a reference for a cancellation of a guaranteed reservation.