Guest Services and Hotel Management Concepts

These flashcards cover key concepts in guest services and hotel management, including terminology, processes, and best practices.

Guest Recovery

Fixing a guest problem in a way that restores satisfaction and loyalty.

Moments of Truth

Key guest interactions that shape the guest’s opinion of the hotel.

Property Management System (PMS)

Hotel software used for reservations, check-in, billing, room status, and guest records.

Night Audit

End-of-day accounting process completed by the hotel.

Guest Folio

Record of all charges made by a guest.

Occupancy Rate

Percentage of rooms occupied.

ADR (Average Daily Rate)

Average price paid per occupied room.

RevPAR (Revenue per Available Room)

Room revenue divided by available rooms.

Room Blocking

Reserving certain rooms for a group or event.

Direct Reservation

Booking made directly through the hotel.

Indirect Reservation

Booking made through a third party.

GDS (Global Distribution System)

Booking network used by travel agents and hotels.

Concierge

Employee who helps guests with reservations, directions, tickets, and activities.

Front Office

Area responsible for reservations, check-in, check-out, and guest service.

Housekeeping

Department responsible for cleaning rooms and public areas.

Engineering/Maintenance

Department responsible for repairs and building systems.

Yield Management

Adjusting room prices based on demand.

Dynamic Pricing

Changing room prices depending on season, occupancy, or events.

Overbooking

Accepting more reservations than available rooms.

Walk Guest

Guest sent to another hotel because of overbooking.

Upgrade

Moving a guest to a better room type.

Upselling

Encouraging guests to purchase a more expensive room or service.

Cross-Selling

Encouraging guests to purchase additional services.

Rack Rate

Standard advertised room price.

Corporate Rate

Discounted room rate for business travelers.

Group Rate

Discounted room rate for a group booking.

Package Rate

Price that combines room stay with other services.

Suite

Larger room with extra living space.

Double Occupancy

Two guests staying in one room.

Late Checkout

Allowing a guest to leave after normal checkout time.

Early Check-In

Allowing a guest to access their room before normal check-in time.

No-Show

Guest who does not arrive for a reservation.

Guaranteed Reservation

Reservation held even if the guest arrives late.

Non-Guaranteed Reservation

Reservation held only until a certain time.

Cancellation Policy

Hotel rules for cancelling reservations.

Confirmation Number

Number given to verify a reservation.

Room Status Report

List showing which rooms are occupied, vacant, dirty, or ready.

Out-of-Order Room

Room unavailable because of maintenance or damage.

Vacant Ready Room

Clean room available for a guest.

Turnaway

Refusing a reservation because the hotel is full.

Bell Staff

Employees who assist with luggage.

Valet Parking

Service where staff park guests’ cars.

Concierge Desk

Area where guests get information and services.

Express Check-Out

Faster checkout process with limited front desk interaction.

Key-Control Measures

Procedures to protect guest room keys and access.

Master Key

Key that opens multiple rooms.

Electronic Key Card

Card used for room access.

Guest Satisfaction

How pleased guests are with their experience.

Customer Loyalty

Likelihood that guests will return.

Brand Loyalty

Commitment to a certain hotel brand.

Complaint Resolution

Process of solving a guest issue.

Service Recovery

Steps taken to fix a negative guest experience.

Empathy

Understanding and caring about a guest’s feelings.

Professionalism

Acting respectfully, calmly, and appropriately.

Active Listening

Paying close attention to what the guest says.

Confidentiality

Protecting guest information and privacy.

Internal Controls

Procedures that prevent theft and mistakes.

Cash Control

Managing money carefully and accurately.

Petty Cash

Small amount of cash used for minor expenses.

Forecasting

Predicting future occupancy or demand.

Peak Season

Time when demand is highest.

Off-Season

Time when demand is lower.

Competitive Advantage

Factor that makes one hotel better than others.

Target Market

Specific group of customers a hotel wants to attract.

Business Traveler

Guest traveling for work.

Leisure Traveler

Guest traveling for vacation.

VIP Guest

Very important guest who may receive special treatment.

Repeat Guest

Customer who has stayed at the hotel before.

Guest History

Record of a guest’s preferences and past stays.

Personalization

Customizing service to fit the guest.

Loyalty Program

Rewards program for repeat customers.

Brand Standards

Rules hotels follow to keep service consistent.

Chain Hotel

Hotel owned by a larger brand.

Franchise

Independently owned hotel using a larger company’s brand.

Independent Hotel

Hotel not connected to a chain.

Boutique Hotel

Small hotel with a unique style.

Resort

Hotel offering recreation and vacation experiences.

Extended-Stay Hotel

Hotel designed for longer visits.

Convention Hotel

Hotel that serves meetings and conferences.

Occupancy Forecast

Prediction of how many rooms will be filled.

Room Inventory

Total number of rooms available.

Average Length of Stay

Average number of nights guests stay.

Incident Report

Written record of an accident or problem.

Emergency Evacuation Plan

Procedure for safely leaving the building.

Fire Safety Procedures

Steps for preventing and responding to fires.

Security Breach

Unauthorized access to hotel property or information.

Data Privacy

Protecting guest personal information.

Identity Theft

Stealing personal information.

Cybersecurity

Protecting hotel technology systems.

Phishing

Fraud attempt to steal information online.

Password Protection

Using secure passwords to protect accounts.

Sustainability

Practices that reduce environmental impact.

Green Hotel Practices

Recycling, energy-saving, and water-saving efforts.

Amenities

Extra features such as pools, gyms, or breakfast.

Occupancy Tax

Tax added to hotel room charges.

Room Revenue

Income earned from room sales.

Ancillary Revenue

Income from extra services like food, parking, or spa.

Break-Even Point

Point where revenue equals expenses.

Profit Margin

Percentage of revenue kept as profit.

Fixed Costs

Costs that stay the same.