Ch 6 The front office

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Across
  1. 2. A sales technique used to invite guests to spend more by buying an upgraded version of the product
  2. 7. The process that occurs during the overnight shift at a hotel that checks, corrects, and balances all accounts for registered hotel guests
  3. 10. The computer system that allows a hotel (or group of hotels) to manage the capabilities of the front office also known as the property management system
  4. 13. A measurement that determines the number of employees that need to be scheduled based on the number of guests.
  5. 15. The technical platform used by agents in the central reservations office also known as the Central Reservation System
  6. 16. Guests who extend their stay beyond the original date of check-out on their reservation.
  7. 17. The process of anticipating future business performance based on current and historical data.
  8. 18. The centrally located office for a brand that has a reservation staff that answers the toll-free number 24 hours per day, also known as the Central Reservation Office
Down
  1. 1. A record that contains both cash and credit transactions incurred by guests during their stay.
  2. 3. The segment of the financial industry that governs the use of all electronic forms of payment and payment card industry security standards to ensure guest privacy and safety.
  3. 4. A collection of all guest folio account charges into one document for reporting purposes.
  4. 5. The total amount of revenue generated given the number of rooms available also known as the Revenue per available room
  5. 6. Guests who depart early from the hotel, prior to the date designated on their original reservation.
  6. 8. The average room rate for all of the rooms occupied in the hotel, when measured against all of the rooms sold in the hotel also known as the Average Daily Rate
  7. 9. A website that enables guests to book travel themselves instead of using a human travel agent
  8. 11. The minimum number of staff/crew needed to operate a business
  9. 12. The technical platform that connects travel agents to airline reservation systems, car rentals, and hotels.
  10. 14. A guest who is not expected to check out and whose room is staying occupied for at least one more night
  11. 16. The amount of rooms occupied compared to the total available rooms in the hotel during a specific time period also known as the Occupancy percentage