Front Office – Terminology

1. ADJACENT ROOMS- Rooms close to each other, such as across the corridor.
2. ADJOINING ROOMS- Two rooms side by side without a door in between.
3. AFFILIATED HOTEL- A hotel which has joined the group/chain on franchise or referral
system.
4. AMERICAN PLAN- The tariff is inclusive of room rent, continental breakfast, lunch and
dinner. This is also called En pension or full plan.
5. ARRIVAL NOTIFICATION SLIP/LIST- Information slips typed for all arrivals are sent to
housekeeping, room service and telephone department to notify their arrival.
6. ATRIUM CONCEPTS- A design in which guest rooms overlook the lobby from the first floor
to the roof.
7. AVAILABLE ROOMS- Rooms available for sale on any particular day.
8. AVERAGE DAILY RATE- Net room revenue divided by the number of rooms sold.
9. AVERAGE ROOM RATE PER GUEST- Net room revenue divided by the number of guests.
10. BACK TO BACK- The travel agent send the other group on the date the old group checks out.
Hotel offers special tariff to travel agent and travel agent ensures that all rooms are sold.
11. BACK OF THE HOUSE- it is also called back of the house or non public areas. The areas
where guests are not allowed to visit; like time office, personnel, kitchen, laundry, etc.
12. BERMUDA PLAN- Bermuda is famous as Bermuda triangle. This plan is inclusive of room and
English Breakfast (Bermuda breakfast).
13. BLACK BOOK/LIST- List of all those guests, prepared by the management, who are not
welcome to the hotel.
14. BLOCKED- A room blocked for a guest or group expected to arrive.
15. BOUNCED RESERVATION- It is also called walking the guest. Guest holding the confirmed
reservation is refused reservation and adjusted in other Hotel due to overbooking.
16. CABANA- A room near the swimming pool of the hotel and usually patronized by those who
prefer to spend more time on the pool. It usually does not have carpet and furnished with
cane furniture.
17. CALL SHEET- List of guests name and room numbers who are to be given early morning
wake up call.
18. CANCELLATION NUMBER- A number of cancellations issued to guest while cancelling
reservation.
19. CARD KEY- Plastic key and programmed to open the guest room. It is also called magnetic or
electronic card.
20. CASINO HOTEL- A hotel with gambling facilities. The best of the casino hotels are at Las
Vegas, U.S.A.
21. CENTRALIZED ELECTRONIC LOCKING SYSTEM- An electronic locking system that operates
through a master control at the front office which is wired to every guest room door. The
front office can lock any guest room through centralized electronic locking system.
22. CHAIN HOTEL- A hotel owned by chain hotel or affiliated to a hotel chain.
23. CHECK OUT TIME- The hour/time fixed by the hotel by which guest must check out of the
hotel. Usually hotels fix 12 noon as check out time.
24. COMMERCIAL HOTEL- It is located in the heart of city or down town and caters to business
client. These hotels are more expensive as compare to suburban hotels.
25. COMMISSIONAIRE- Member of uniform staff. He stands outside the main entrance door. He
welcomes the guest. Helps guests in opening the cars / taxi and also opens the main door of
the hotel. He is also called link man and doorman.
26. CONCESSIONAIRE- Shops situated in the Hotel to provide services to the guests; but
managed by outsiders. These are also called rentals.
27. CONCIERGE- A person from the concierge counter of hotel provides endless information on
entertainment, sports, amusements, transportation, tours, shopping, ticketing, baby sitting,
etc.
28. CONNECTING ROOMS- It is also called interconnected rooms. Two rooms situated side by
side and also have a door in between both the rooms. In case both the rooms are hired by a
family they may open the door in between both the rooms with the help of housekeeping.
29. CONTINENTAL BREAKFAST – It includes small glass of juice (usually canned), breakfast
rolls/toasts, butter, preserves (Jam, marmalade, honey) and tea coffee.
30. COUPONS- These are also called vouchers. Issued by the travel agents or airlines for the
various services at the hotel. The payment for these vouchers is made by the airlines or
travel agents.
31. CREDIT CARD VOUCHER- The forms supplied by card issuing authority and are used for
imprinting a credit card and recording the amount charged. It is also called credit card
invoice.
32. CRIB – Baby’s cot or bed.
33. CUT-OFF DATE – The date agreed upon between hotel and group after which all unreserved
rooms in the group’s block will be released back to the general rooms for sale.
34. CUT OFF TIME - Hotel releases all reservations by 6 pm until notified late arrival or
guaranteed reservation.
35. DAY RATE - More commonly offered in airport hotels. A special tariff offered for using the
hotel room for a few hours during day.