P&P-Hotel Terminology
P&P-Hotel Terminology
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Subject : Hotels Terminology
Hotel Terminology means definition of different terms used widely in Hospitality worlds
Status of a hotel room changes rapidly. Also it is very much crucial to give accurate room status information to the Front
Desk so that they can sell the room or stop selling or guiding guests. If you are a Front Office or Housekeeping staff then you
have very clear conception about all the room status terminologies.
The Room status terminology which will help you to understand and create smooth operations at work place as following:
1. Complimentary
The room is occupied by the guest but he is not charged for using for some reasons
2. Did not check out (DNCO)
The guest had made arrangements previously to come to the front desk or inform them to check out. Here you have to
remember that the guest is not skipper as he has settles his account.
3. Do Not Disturb (DND)
The guest has requested not to be disturbed. This is usually indicated ally by a red light indicator outside the guestroom
door. This is one of the most popular terms of hotel industry..
4. Due Out
The guest expected to leave after the following days check out time.
5. Late check out
The guest has requested and is being allowed to check out later after the standard check out time which is usually 11AM or
12 noons. If you are a front desk agent then you have to take special care before grant this as you have to determine whether
a late check-out charge should be added and the guest informed or no charge should be implemented.
6. Lock out
The room is being locked and guest will not be allowed to enter until he is cleared by a hotel official.
7. Occupied
The guest is registered to the room and has not check out yet
8. On Change
The guest has just left and the room is under process of cleaning by housekeeping staffs that is why it is still not ready to
resale.
9. Out of order (O.O.O)
The room is not ready for sell may be because of maintenance, extensive cleaning, refurbishing etc.
10. Skippers
The guest just left the hotel without making arrangements to settle his account. The previous term DNCO is used in those
cases when guest makes arrangements. This is the basic difference between these two terms. Skipper is also known as walk
out.
11. Sleeper
This term indicates unprofessionalism of the front desk agent. This situation occurs when the front desk has not updated
their room status information. The guest has settled their account and left the hotel but this is not recorded in the front desk
record / OPERA system
12. Sleep out
The guest registers into the room but does not use the bed
13. Stay over
The guest has registered the room and not expected to check out today and will remain at least one more night
Front Office Policy & Procedure Index :
Approved By :
SUPERSEDES ISSUE
OF
: Approve Date :
Revised Date :
Subject : Hotels Terminology
Revised Date :
Subject : Hotels Terminology
Revised Date :
Subject : Hotels Terminology
Revised Date :
Subject : Hotels Terminology
When a guest moves from one room another during his stay
62. Room Discrepancy
Rooms reported by housekeeping when the physical status of the rooms do not tally the Front Office PMS status.
63. Room Rate
This rate which is designated for a specific room
64. Rooming List
A list of guest names provided by travel agent or group organizing to the hotel to inform names of persons occupying the
block booking
65. Round Trip Transfer
Two way transfer from airport/Train station/pier to hotel, and from hotel to airport/train station/pier
66. Routing Instructions
Process whereby billing instructions are set in guests reservations
67. Run Of House (ROH)
A term used for travel agents contracted rate for the lowest room category and when this category is not available upon
guests arrival, the guest must automatically be upgraded to the next available at no extra cost
68. Share With
Two or more guests occupying the same room but separate accounts or folios
69. Shift
The number of hours worked by a member of staff in one day
70. Skip Room
A condition where a room is reported as “Vacant” by housekeeping but reflected as “Occupied” in Front Office Status
71. Sleep out
Not sleeping at the hotel but still agree to pay the charges
72. Stay Over
Guest extending his stay
73. Suite
Accommodation consisting of one or two bedrooms and a connecting sitting room (parlor)
74. Suite Presidential
The highest suite category
75. Suite Specialty
One of the more elegant suites
76. System Down
Times when computer becomes inoperative
77. System Up
When computer is operational
78. Tour Group
A group booked by travel agent or association
79. Tour Group Concession
Complimentary rooms accorded as per the contract signed with travel
80. Traces
A message/instruction left in the PMS for the relevant department to follow up
81. Travel Agent
Front Office Policy & Procedure Index :
Approved By :
SUPERSEDES ISSUE
OF
: Approve Date :
Revised Date :
Subject : Hotels Terminology
83. Upgrade
Situation where a guest is given a higher priced room at a lower rate, usually for business promotions or out of goodwill,
this must be approved as per delegation of authority
84. Up sell
Moving a guest into a higher priced room In the hotel with a rate increase
85. Vacant Room
Room available for sale but not occupied during the period
86. VIP
A person designated by management to receive special treatment
87. Voucher
Document used to recorded debits or credits posted to a room account
88. Walk In
Guest requesting accommodation at the Front Desk without having made a reservation