Explanation of English terminology at the hotel front desk ""

Connecting room

It means connecting room. Refers to adjacent and connected rooms;

It is suitable for arranging guests who are closely related and need to take care of each other;

It is not suitable for arranging hostile or different types of guests.

Room change

Refers to changing rooms for guests;

The two main reasons for guests to change rooms are that the guest’s rest is affected and there are problems with the room equipment;

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The procedure for transferring a room is: ask the porter to take the new room key and welcome card to the guest's room to exchange for the old room key and welcome card, and ask the guest to sign the new welcome card. Finally, notify the relevant departments to change the relevant information.

House use

Refers to the rooms used by hotel staff;

The hotel provides some rooms for management staff to rest and work;

It is necessary to control the number of rooms used by hotel staff

Guest history

means guest history file; after the guest leaves the hotel, the front desk staff will record the guest's relevant information and save it;

Guest history files are extremely valuable information for hotels, which are conducive to providing targeted and personalized services to guests and conducting market research to consolidate and stabilize the guest source market.

Sleep out

It is "outside accommodation", referred to as "outside accommodation".

Tips

It means tip, which refers to the reward given by the guest to thank the waiter for the service provided.

Tipping is not allowed according to regulations and should be declined politely.

If the hospitality is difficult to accept, the tip should be handed over to the superior department for unified processing.

Walk-in

Refers to guests who come to check in without booking a room in advance, referred to as "individual guests without reservation".

Commercial rate

Commercial rate: refers to the hotel signing contracts with some companies to win more guests and giving them preferential room prices.

Pressing

Pre-arrangement of rooms: refers to the pre-arrangement of the required room before the guest arrives.

Net rate

Net price. It refers to the pure room income remaining after excluding commissions, taxes, surcharges, etc. from the room price.

Waiting list

It means waiting list. When the hotel rooms are full and there are still guests requesting to book or check in, a waiting list can be created.

Skipper

Means someone who deliberately avoids accounts;

Its characteristics are: those with no luggage or less luggage, using fake credit cards or fake checks, etc.;

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Those who have no luggage or less luggage must pay attention to their consumption. Those who use fake credit cards or fake checks will be charged a consumption deposit.

Register

It means check-in registration, which means that guests who want to check in the hotel need to complete the procedures, such as filling in the registration form, etc.;

The meaning of registration is to ensure that guests The authenticity of the identity facilitates inquiry, contact and communication;

The registration content includes the guest’s name, date of birth, nationality, certificate number, issuing authority, validity period, etc.

Upgrade

It means to sell high-priced rooms at low prices;

Purpose: A. Used for reservations when rooms are in short supply. Guests; B. Improve reception standards for important guests.

Early arrival

It means arriving early. Refers to the guest arriving before the reserved time.

There are two situations of early arrival: A. It means arriving before the reservation date. B. Arrive before the hotel’s check-in time.

Regardless of the above situation, guests must be properly arranged.

Adjoining room

Adjoining room. Direct adjacent but not connected rooms.

It is suitable for arranging guests who are familiar with each other. It is not suitable for arranging hostile or different types of guests.

Tariff

A price list is a material that provides guests with information such as hotel room types and room prices.

Day use

Half-day use means that the guest requests to rent the room for half a day, not overnight.

Generally, the rental time is within six hours, the check-out time is before 6 p.m., and the room price is half of the full price.

Average room rate

Average room rate. Calculation method: Total room revenue divided by total number of rooms.

Guaranteed booking

Guaranteed booking. It means that guests ensure the hotel's due income by using credit cards, prepaying deposits, entering into contracts, etc. The hotel must ensure that these guests have the rooms they need, and it builds a stronger relationship between the two parties.

DND (abbreviation of do not disturb)

Do not disturb, a sign displayed by guests to avoid outside disturbance.

IDD (abbreviation of international direct dial)

It means direct international long distance call.

No-show

Refers to a reservation without prior notice of cancellation and no expected arrival.

Package

Refers to the package service. It means that the hotel combines several items into a whole and sells them to guests in one go.

Message

means message service. It is a service for hotels to help guests deliver oral messages.

Night audit

means night audit, which is mainly responsible for reviewing whether the business income statements, documents, and guest rents of each business location are correct, and whether the approval of various special prices complies with regulations. It is found that Errors should be corrected immediately to ensure the accuracy of the hotel's operating income accounts.

Cancellation

Refers to the guest’s request to cancel the reservation. Referred to as Cancel Reservation.

Pick up service

It means pick-up service. The hotel sends people or cars to the station, airport, or pier to pick up the guests back to the hotel.

Wake-up call

It means wake-up service.