American Plan (AP):
A billing arrangement under which room charges include the guestroom and three meals i.e. Breakfast+Lunch+Dinner, Also called as full board / full pension.
European Plan (EP):
Modified American Plan (MAP):
Continental Plan (CP):
All Inclusive (AI):
Eg: CPAI, MAPAI, APAI etc.
The published tariff for each room type / category in a hotel.
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.
A guest is registered to the room, but the bed has not been used.
Located at reception containing instructions/information/ happenings/handover of the day to the next shift staff.
It contains Guest Request/complaint s regarding any issue in the room. Action taken by particular departments.
Eg. Ac is not working, should be informed to Maintenance.
The guest has requested not to be disturbed.
Guest Registration Card (GRC):
An indicator of a room’s long term availability for assignment.
The price a hotel charges for overnight accommodations.
A guest who leaves with no intention of paying for the room.
A guest who checks in to the hotel with very less or no luggage.
A guest who arrives at a hotel without a reservation.
Turning away a guest who has a reservation because of a lack of room availability.
Guests expected to check out on a given day who have not yet done so.
A limit assigned by the hotel to guest or company accounts.
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 (and thus is not a skipper), but has left without informing the front office.
The room is expected to become vacant after the following day’s checkout time.
A key that can open all guest room doors that are not double-locked
A sales technique whereby a guest is offered a more expensive room than what he or she reserved or originally requested, and then persuaded to rent the room based on the room’s features, benefits, and his or her needs.
An agreed-upon number of rooms set aside for members of a group planning to stay in a hotel.
To sell or reserve rooms ahead of time.
A code that provides a unique reference to a reservation record and assures the guest that the reservation record exists.
When Reservation is guaranteed with Credit card, Deposit, Company / TA voucher etc.
The control process whereby the financial activity of guests’ accounts is maintained and balanced on a daily basis
When reservation is waiting bookers confirmation.
Reservation kept on hold due to hotel over
The date agreed upon between a group and a hotel after which all unreserved rooms in the group’s block will be released back to the general availability.
A situation in which the housekeeping department’s description of a room’s status differs from the room status information that guides the front desk employee in assigning rooms to guests. Discrepancies can seriously affect a property’s ability to satisfy guests and maximize room’s revenue.
Indicates the date when the reservation was manually canceled.
A Guest who stays more than certain number of days, Eg: More than 7 days etc.
Accepting more reservations than there are available rooms.
A room status term indicating that the guest is not checking out and will remain at least one more night
Blocking fewer rooms than the number requested by a group, based on previous group history.
A guest who checks out before his or her stated departure date.
A transaction requiring posting to a guest account that does not reach the front office for posting before the guest had checked out or done the final settlement.
Special funcationality on Property management systems (PMS) to activate a ‘NO post’ on reservations this will stop any extra charges from other outlets or connected systems to be charged to the guest room. Example a No Post flag can be activated for interfaces like Telephone, Wifi or Internet, Point of Sale (POS), SPA systems etc.
A distribution channel for reservations that provides worldwide distribution of hotel reservation information and allows selling of hotel reservations around the world, usually accomplished by connecting the hotel reservation system with an airline reservation system ( Eg – Amadeus, Saber, Galileo/Apollo or Worldspan )
Property Management System
Point of Sale Systems (Used in Restaurants / Outlets)
Travel Agent who receives commission for the bookings.
Online Travel Agents
Internet Distribution System
Reversal of Charges which was posted on the same day
Reversal of charges which was posted before current System / PMS date.
Room On Books
Daily Business Report
Front Office Manager
Room Per Day
End Of Day
Number of sold out rooms including confirm arrivals.
Mode Of Payment
Averages Room Rate/Revenue
Income Per Room Sold
Deputy Operation Manager
For The Day
Month Till Date
Chief Executive Officer
Guest Service Associate
Guest Service Supervisor
Guest Service Executive