Ma. Elza Mae V.

Catalan BSHM 2
HM ELCT 7 - FRI/SAT – 10:30am-12:00noon

1. What is Jargon? Explain how vital in any firm when it comes to internal
communications?
Jargon refers to technical terms that are used by specific trade or profession. It’s common
shorthand among experts and used sensibly can be a quick and efficient way of
communicating. Most jargon consists of unfamiliar terms, abstract words, non-existent words
and acronyms and abbreviations, with an occasional understatement thrown in for good
measure. Every profession, trade and organization has its own specialized terms.

2. Define the front office terminology as jargon being used in F.O communication.
 CHECK-IN-The process of welcoming a guest, completing the registration formalities,
allotting a room and escorting the guest to the room
 C-FORM-The mandatory form that is files in case of all foreign guest as required FRRO
(Foreign Regional Registration)
 FRRO (Foreign Regional Registration Office)- check your local office or state laws for
new changes in foreign guest registration rules
 WALK-IN-when a guest arrives at a hotel for room without a prior reservation, also
known as Chance guests.
 ROOMING-During check-in, after the registration formalities, the process of resorting
the guest to his/her room and orienting them with the hotel and in room facilities
 OVERSTAY-When a hotel guest extends his stay beyond his original date of departure
 STAYOVER- all resident guest staying for that particular night
 UNDERSTAY- when hotel guest curtails her stay and departs before her original date of
departure
 CANCELLATION- when a guest with a reservation, cancels his booking due to various
reasons
 NO SHOW- when a guest with a confirmed reservation does not show up for check-in
 MEAL PLAN- are room package with meals included in the rates
 EUROPEAN PLAN- a hotel plan whereby the daily rates cover only the cost of the
room
 CONTINENTAL PLAN-is where the hotel includes a daily breakfast with your rooms
stay
 BED AND BREAKFAST PLAN- is a small lodging establishment that offers overnight
accommodation and breakfast
 GUARANTEED RESERVATION- a confirmed room reservation that is guaranteed
with an advance amount payment, it is usually with an understanding that no refund will
be given in case of cancellation
 UNGUARANTEED RESERVATION- When a reservation is made with a non-
guaranteed status, it means that the hotel agrees to hold the room until a certain time
 SUITE- a higher category luxurious room that has a living room and one or more
bedrooms
 CONCIERGE- assists guests by performing various tasks such as making restaurant
reservations, booking hotels, arranging for spa services, recommending night life hot
spots, booking transportation (like taxi, limousines, airplanes, boats, etc.),
 RESIDENT GUEST- a guest who is staying in the hotel, also known as House guests.
 NON-RESIDENT GUESTS- are those who come over to the hotel for restaurant dining,
bar, conference, meeting, spa and etc.
 TRANSIENT GUEST- are those who check in and stay for 2-3 nights
 VPO (VISITORS PAID OUT) - payments made by the front desk on behalf of a
resident guest for expenses like taxi, medicines etc.
 HOUSE COUNT- the total number of guest in house on a specific night
 ROOM COUNT- the total number of rooms occupied on that particular time/date
 ROOM INVENTORY- total number rooms in a hotel
 OVERBOOKING- the practice of booking more rooms that those available to offset
revenue losses due to cancellations, no shows and under stay
 WALKING A GUEST- in case of overbooking, when a guest with a confirmed
reservations has to be relocated to another hotel due to unavailability of rooms
 RACK RATE- is a published room tariff of the hotel. The taxes are calculated on the
rack rate
 BAR(BEST AVAILABLE RATE)- it is a special room rate for that day/week offered
by the noted
 CREW RATE- it is a segment which companies of airline staff/crew likes pilots,
airhostesses, etc.
 SKIPPER- when a resident guest leaves the hotel without setting his bills
 LATE CHECKOUT- is a check out allowed by a hotel beyond the check out time
 LATE CHARGES- charges that are posted in the guest folio after the guest has checked
out
 VISA (VISITOR’S INTENDED STAY ABROAD)- an endorsement on a passport
indicating that the holder is allowed to enter, leave, or stay for a specified period of time
in a country.
 MICE (MEETING, INCENTIVES, CONFERENCE AND EXHIBITIONS)- type of
tourism in which large groups, usually planned well in advance, are brought together
 LONG STAYER- a resident guest who has booked a room for a week or more
 PAR (PERMANENT AVERAGE RESERVE)- it is the minimum amount of inventory
required for the smooth functioning of a hotel
 DAY USE- when a room is let only for a few hours during the day
 CITY LEDGER- it is a non-registered guest account
 PMS (PROPERTY MANAGEMENT SYSTEM) - software used by hotels for various
functions like rooms division, spa management, billing etc.
 SCANTY BAGGAGE’S- a guest who checks in with minimal baggage
 INCIDENTAL CHARGES- charges other than the room rate such as restaurant bills,
laundry, minibar, business center etc.
 SLEEPER- industry term of a room identified in PMS record as occupied but is actually
unoccupied
  SLEEP OUT- a guest checks in to the hotel and pays but does not stay at night
 WASH FACTOR- the difference between expected/ blocked group rooms for each night
in a group room block and the actual number of rooms sold for each night in a group
room block
 FIT (FREE INDIVIDUAL TELLER) - When people travel, there are many ways to go
and equally many ways to see and experience a world of possible destinations.
 FULL BOARD- a meal plan that includes room rate, taxes and all 3 meals breakfast,
lunch and dinner
 EXPRESS CHECK OUT- a method of check out that does not require a guest to be
physically present at the front desk for bill payment
 WAKE UP CALL- a service provided by a hotel to wake a resident guest at the
requested time

3. Discuss the section of Front office Department

 LOBBY
Large open are or an entrance hall in a building used by public
 RECEPTION/REGISTRATION
Complete all guest check in formalities like registration, pre-registration for group arrivals,
filling C-form in case of foreigners, creating guest folios, assigning room, issuing keys, assisting
disable guest etc.
 GUEST RELATION DESK
Handles all queries, complaints or other issues and also assist in check in process
 CASHIER/BILL SECTION
Maintain guest folio and settle bill also opening and maintaining guest account

 TELECOMMUNICATION SECTION
Telephone operator and paging services for transferring information
 BELL DESK
Luggage handling, escorting guest to their rooms on arrival and also familiarizing them about in
room facilities and safety features
 BUSINESS CENTER
Internet access with computer, Xerox facility and also typing and print out facility
 INFORMATION DESK
Information about hot facilities, services, city information, rules and regulations also handle
guest mails, messages, couriers and parcels
 CONCIERGE
Bookings, good knowledge of local area and also making transport arrangements
 TOUR AND TRAVEL DESK
Providing information related to hotel services and handling guest queries related to city or hotel
 RESERVATION SECTION
Booking in advance, guest queries related to hotel rooms and other series provided and also book
a guest room in advance