Chapter 5 Flashcards
executive committee
a committee of hotel executives from each of the major departments within the hotel
rooms division
includes the front desk, communications, reservations, guest services, concierge, and housekeeping
city ledger
a client whose company has established credit with a certain hotel. charges are posted to the city ledger and accounts are sent once or twice monthly
night auditor
the individual who verifies and balances guests’ accounts
daily report
a report prepared each day to provide essential performance information for a particular property to its management
room occupancy percentage (ROP)
the number of rooms occupied divided by rooms available; a key operating ration for hotels
average daily rate (ADR)
one of the key operating ratios that indicates the level of a hotel’s performance. The ADR is calculated by dividing the dollar sales by the number of rooms rented
property management systems (PMS)
a computerized system that integrates all systems used by a lodging property, such as reservations, front desk, housekeeping, food and beverage control, and accounting
rack rate
the price a hotel charges for a room before any discount has been taken into account. The published rate for a room, sometimes set artificially high and used to calculate a variety of discounts
rev par
revenue per available room
catering event order (CEO)
an order of events for a catering function
what are the duties and responsibilities a hotel general manager?
keep guests satisfied, keep employees happy, and provide owners with a reasonable return on investment
what is the function of a hotel front office?
it is the guest’s first impression of the hotel
what is revenue management?
a demand-forecasting technique used to maximize room revenue that the hotel industry borrowed from the airlines. it is based on supply and demand.
