Short Takes
15-Minute Training
Choreography
Sheet
INTRODUCE TOPIC State topic and focus
T O P I C
FOCUS OBJECTIVE Once this Short Takes Session is over, associate will be able to…
Let our check in process more accurately and smoothly.
PRESENT Demonstrate desired performance, describe process involved and share the information.
1.
PRACTICE Associates have to opportunity model performance. Associate participate / ask questions.
Associate participate / ask questions
RECAP LEARNING Discuss how they can apply training on the job. Ask:
1.
What did you learn
2.
How can you apply what you learned to your job
3.
How will this affect customer service
4.
What is one thing you would do differently
Additional questions:
Thanks for your participant!
Prepared By: __________________Date: __________________MinMinMin
Review how to handle voluntary and involuntary walks
Renaissance Suzhou Hotel
LOCAL STANDARD OPERATION PROCEDURES
Subject: Front Office TerminologyEffective Date : January 01, 2005
Policy No : FO-FD-01Issued by: DOR
Pages : 1 of 8 Approved by : General Manager
Objective
To ensure Front Office associates having a better understanding about the Front office
Terminology for easy operation.
Policy
It is policy of the Renaissance Suzhou Hotelthat all Front Office associates can
identify and are familiar with the Front Office Terminology.
Procedures
ADJOINING ROOMS:Two separate rooms with a common wall.
ADVANCE DEPOSIT: Payment in advance on an account in order to assure a
room being held after 6:00pm and guarantee reservation.
This is not to be confused with a PIA.
ASAP:As Soon As Possible
AVAILABILITY: Denotes a conditional status of rooms. “Space available”
means a room can be obtained through reservations or
registration.
BACK TO BACK: This is when one group is brought into the hotel just as
another group is ready to depart.
BANK: Money from which the cashier makes change, cashes
checks etc. The bank is always compiled before the
deposit and must always equal a specific amount.
BLOCKED: A reservation for which a specific room has been
reserved.
BUCKET CHECK: Verification that information on registration cards is
identical to information of the computer.
Renaissance Suzhou Hotel
LOCAL STANDARD OPERATION PROCEDURES
Subject: Front Office TerminologyPages: 2 of 8
Policy No : FO-FD-01
CALL ACCOUNTING: Computer system that tracks guest telephone calls.
CANCELLATION LOG: Book for recording all cancellations, name changes,
date changes and cannot find reservations.
CANCELLATION
NUMBER: Number given to a customer who is canceling a
guaranteed reservation. The number appears on the
Computer Screen when a reservation is cancelled.
CHECK IN: The formalities attendant to arrival at a hotel including
signing of registration card.
C/I: Check-in
C/O: Check out
CHECK OUT TIME: All hotels post a time by which a guest must vacate their
room. Our check out time will be 12noon. Late
checkouts must be approved by the Guest Service
Manager and the Housekeeping department must be
notified. In the event a late check out is approved, it
must be noted in the departure time field.
CITY LEDGER: A guest’s account that is no longer active in the Front
Office but is still active in accounts receivable in the
Accounts department.
COMP: This refers to complimentary accommodations.
COT: Baby’s bed.
CONFIRMATION: Record of reservation information mailed to a guest.
CONNECTING ROOMS: Two (2) rooms with a common door other than the
hallway door.
DAILY COUNT: Records the number or arrivals and departures and the
total number of rooms to sell.
Renaissance Suzhou Hotel
LOCAL STANDARD OPERATION PROCEDURES
Subject: Front Office TerminologyPages: 3 of 8
Policy No : FO-FD-01
DATA LINK:Enables two(2) computer systems to talk to one another.
DAY RATE: A special rate for non-overnight use of a hotel room.
The time period covered is 6:00am to 6:00pm. Our rate
will be 50% of the rate.
DEPOSIT:A Cashier’s net receipts for the day.
DIRECT BILL: An account with a debit that is sent to the Accounting
department for billing. These must be approved in
advance by the Credit Manager.
DIRECT PAY: An account with a credit that is sent to the Accounting
department for a credit refund to be issued.
DISCREPENCY: When Housekeeping and Front Office have a different
status for the room. One is reported either Occupied
Vacant(OV) or Vacant Occupied(VO)
DO NOT ARRIVAL: A guest with a time arrival reservation (6:00pm) who
does not arrive.
DOUBLE ROOM: Two(2)people in a room.
DOUBLE DOUBLE: Two doubles sizes beds in a room.
EARLY ARRIVAL: This term refers to the guest who arrives at the hotel
before the scheduled check in time. Depending upon
the availability of rooms the guest will either be
assigned a room or asked to check any bags and return
at a later time when rooms are ready.
ETA: Estimated time of arrival.
ETD: Estimated time of departure.
FOLIO: Record of guest charges and transactions.
Renaissance Suzhou Hotel
LOCAL STANDARD OPERATION PROCEDURES
Subject: Front Office TerminologyPages: 4 of 8
Policy No : FO-FD-01
FORECAST: A weekly report that forecasts the next two(2) weeks
percentage of occupancy.
GRAND MASTER KEY: Key that will open all hotel doors and pin out locks.
GROSS REVENUE
REPORT: Reconciliation of all activity in the hotel based in
statistics and dollars. This is done daily by the accounts
department.
GROUP BUSINESS: Room reservations booked through the Sales
department, ten(10) rooms or more.
GROUP ROOM BLOCK: Specially assigned group of rooms for a Sales
department group.
GTD: Guaranteed.
GTD NO SHOW: A guest with a guaranteed reservation who does not
arrive.
GUARANTEED
RESERVATION: A reservation whose payment is guaranteed in the event
of a no show. These are made by approved companies or
credit card information.
HARDWARE: The actual parts of a computer.
LETTER OF CREDIT: A letter submitted on company stationery to the hotel
Credit manager requesting billing procedures. When
approved by the Accounts department, the Front Desk is
given guest’s name and information so that the account
will be handled properly at check out.
MARKET CODE: Codes established for different markets using our hotel.
Renaissance Suzhou Hotel
LOCAL STANDARD OPERATION PROCEDURES
Subject: Front Office TerminologyPages: 5 of 8
Policy No : FO-FD-01
MASTER KEY: Will open almost all doors in the hotel but will not open
pin out locks.
MASTER BILLING: The total charges of a group which are to be billed to a company.
MOD: Manager on duty;the individual legally in charge of the
hotel in the absence of the General Manager
NO ARRIVALS: A reservation cannot be accepted for arrival that day.
However , a reservation can be accepted for a previous
day and can be booked through the No Arrivals day.
NO SHOW: A reservation which is not honored and the hotel was
not notified to cancel.
OFF MARKET ROOM: A room that is out of order, or out of service.
OMAHA: Our central reservation service office located in Omaha.
OOO: Out of Order
PACKAGE: Loosely, an advertised tour. This includes plans for
honeymoons, Escape Weekends, tours to a single
destination which includes prepaid transportation,
accommodation, and some combination of other tour
elements, etc.
PAF: Personnel Action Form
PAID IN ADVANCE: An account from whom we have collected in advance
for room and tax and will not allow any charge
transactions to be made to the account.
PBX: Private Business Exchange, the hotels communication
department.
PMS: Property Management System (Front Offi