Front Office Glossary

A

• Access time in Front Office
• Account payable in Front Office
• Account receivable in Front Office
• Accountability in Front Office
• Action plan in Front Office
• Administrative support in Front Office
• Ageing of account in Front Office
• Agenda in Front Office
• All-suite in Front Office
• Amenities in Front Office
• Amenity in Front Office
• American plan in Front Office
• Antique in Front Office
• Appointment confirmations in Front Office
• Appointment reminders in Front Office
• Appointment scheduling in Front Office
• Area inventory list in Front Office
• Assets in Front Office
• Atrium concept in Front Office
• Authority in Front Office
• Average Daily Rate (ADR) in Front Office

B

• Back of the house in Front Office
• Back to back in Front Office
• Balance sheet in Front Office
• Bank card in Front Office
• Banquet in Front Office
• Banquet sheet in Front Office
• Baseline measurement in Front Office
• Bath linen in Front Office
• Behaviour-based interviewing in Front Office
• Bill-to-account in Front Office
• Biometrics in Front Office
• Blackout in Front Office
• Blocking on the horizon in Front Office
• Blocking procedure in Front Office
• Bonsai in Front Office
• Bottom-up in Front Office
• Brainstorming in Front Office
• Breakfast knob cards in Front Office
• Brownouts in Front Office
• Budget in Front Office
• Buff in Front Office
• Burnishing in Front Office
• Business affiliation in Front Office
• Business correspondence in Front Office
• Business software in Front Office

C

• Cabana in Front Office
• Calendar management in Front Office
• Calendar software in Front Office
• Call accounting in Front Office
• Call center software in Front Office
• Call forwarding in Front Office
• Call screening in Front Office
• Cancellation code in Front Office
• Capital budgets in Front Office
• Cash bank in Front Office
• Cashier in Front Office
• Cashier’s report in Front Office
• Chain affiliations in Front Office
• Chain in Front Office
• Chain of command in Front Office
• Channel management in Front Office
• City ledger account in Front Office
• Cleaning supplies in Front Office
• Client management in Front Office
• Client meetings in Front Office
• Client support in Front Office
• Coaching in Front Office
• Code of conduct in Front Office
• Collaboration tools in Front Office
• Collective bargaining unit in Front Office
• Commercial cards in Front Office
• Commercial hotels in Front Office
• Commercial rate in Front Office
• Communication hierarchy in Front Office
• Communication skills in Front Office
• Communication software in Front Office
• Complimentary rate in Front Office
• Computer supplies in Front Office
• Concierge in Front Office
• Condominiums in Front Office
• Conference call in Front Office
• Conference calls in Front Office
• Conference room scheduling in Front Office
• Confirmed reservations in Front Office
• Conflict Management in Front Office
• Continental breakfast in Front Office
• Continues improvement in Front Office
• Controller in Front Office
• Convention guests in Front Office
• Convention in Front Office
• Corporate client in Front Office
• Corporate guests in Front Office
• Corporate rates in Front Office
• Coverlet in Front Office
• Credit balance in Front Office
• Credit card imprinter in Front Office
• Credit in Front Office
• Crib in Front Office
• Crisis management in Front Office
• Cross-functional team in Front Office
• Cross-training in Front Office
• Current guests in Front Office
• Customer feedback in Front Office
• Customer relationship management (CRM) in Front Office
• Customer relationship management in Front Office
• Customer retention in Front Office
• Customer service in Front Office
• Customer support in Front Office
• Cycle of service in Front Office

D

• Daily blocking in Front Office
• Daily sales report in Front Office
• Damp-dust in Front Office
• Data entry in Front Office
• Data sorts in Front Office
• Database interfaces in Front Office
• Database management in Front Office
• Database software in Front Office
• Debit balance in Front Office
• Debit cards in Front Office
• Debit in Front Office
• Deep cleaning in Front Office
• Defection rate in Front Office
• Demographic data in Front Office
• Departmental accounts in Front Office
• Desktop publishing in Front Office
• Digital file organization in Front Office
• Digital marketing in Front Office
• Direct-email letters in Front Office
• Directive communication style in Front Office
• Distance learning in Front Office
• DNCO in Front Office
• DND Card in Front Office
• Document management in Front Office
• Document scanning in Front Office
• Double Locked (DL) in Front Office
• Double Occupancy Percentage in Front Office
• Driving force in Front Office
• Dry Cleaning in Front Office
• Duplex in Front Office
• Dutch wife in Front Office
• Duvet in Front Office

E

• Eco-tourists in Front Office
• Electronic key in Front Office
• Electronic key system in Front Office
• Email management in Front Office
• Email marketing in Front Office
• Email organization in Front Office
• Employee scheduling in Front Office
• Empowerment in Front Office
• EPABX Operator in Front Office
• Ergonomics in Front Office
• European plan in Front Office
• Executive assistance in Front Office
• Exhaust vent in Front Office
• Express check out in Front Office

F

• Family rate in Front Office
• Fax management in Front Office
• Faxing in Front Office
• FFE in Front Office
• File management in Front Office
• Fix assets in Front Office
• Fixture in Front Office
• Float in Front Office
• Floatels in Front Office
• Floor limit in Front Office
• Floor pantry in Front Office
• Flow analysis processes in Front Office
• Flowchart in Front Office
• Folio in Front Office
• Force field analysis in Front Office
• Forecasting in Front Office
• Forming in Front Office
• Front desk in Front Office
• Front desk management in Front Office
• Front of the house in Front Office
• Front office administration in Front Office
• Front office management in Front Office
• Front office operations in Front Office
• Full house in Front Office
• Full service in Front Office

G

• Gate pass in Front Office
• General ledger in Front Office
• Global Distribution System (GDS) in Front Office
• Goal Setting in Front Office
• Going green in Front Office
• Graveyard shift in Front Office
• Greeting visitors in Front Office
• Group rate in Front Office
• Group travellers in Front Office
• Groupthink in Front Office
• Guaranteed reservations in Front Office
• Guest check-out in Front Office
• Guest essentials in Front Office
• Guest expendables in Front Office
• Guest experience in Front Office
• Guest Folio in Front Office
• Guest histories in Front Office
• Guest Loan Items in Front Office
• Guest services in Front Office
• Guest supplies in Front Office

H

• Hand caddy in Front Office
• Handle with care (HWC) guest in Front Office
• Hard key system in Front Office
• Hard water in Front Office
• Hardware in Front Office
• Helpdesk software in Front Office
• Hollywood Twin room in Front Office
• Hospitality in Front Office
• Hotel representative in Front Office
• House count in Front Office
• Housekeeping room status in Front Office
• Hubbart formula in Front Office

I

• In-house laundry in Front Office
• In-room guest check out in Front Office
• Incentive program in Front Office
• Independent hotel in Front Office
• Information management in Front Office
• Inter-hotel property referrals in Front Office
• Interdepartmental communication in Front Office
• Interfacing in Front Office
• Internal communications in Front Office
• Internal moment of truth in Front Office
• Interpersonal skills in Front Office
• Inventory in Front Office
• Invoicing in Front Office

J

• Jacuzzis in Front Office
• Job analysis in Front Office
• Job description in Front Office
• Just in time training in Front Office

K

• Key drawer in Front Office
• Key fob in Front Office
• King-size bed in Front Office

L

• Laissez faire in Front Office
• Lanai in Front Office
• Landscape area in Front Office
• Late charges in Front Office
• Lateral communication in Front Office
• Leisure travellers in Front Office
• Liabilities in Front Office
• Limited service in Front Office
• Linen chute in Front Office
• Litigious society in Front Office
• Luggage rack in Front Office

M

• Mail distribution in Front Office
• Mail merge in Front Office
• Mail processing in Front Office
• Make up in Front Office
• Manager’s report in Front Office
• Market segment in Front Office
• Marquee in Front Office
• Mass marketing in Front Office
• Material Safety Data Sheets (MSDS) in Front Office
• Meeting coordination in Front Office
• Meeting facilitation in Front Office
• Meeting room setup in Front Office
• Message taking in Front Office
• MICE in Front Office
• Microsoft Office Suite in Front Office
• Microsoft Teams in Front Office
• Military and Educational rate in Front Office
• Mini bar in Front Office
• Minutes in Front Office
• Mission statement in Front Office
• Mobile device management in Front Office
• Modified American Plan in Front Office
• Moment of truth in Front Office
• Moonlighter in Front Office
• Motels in Front Office
• Multi-line phone systems in Front Office
• Multi-tasking abilities in Front Office
• Murphy bed in Front Office

N

• Networking in Front Office
• Night Audit in Front Office
• Nightstand in Front Office
• No-show factor in Front Office
• Norming in Front Office

O

• Occupancy percentage in Front Office
• Office administration in Front Office
• Office coordination in Front Office
• Office equipment maintenance in Front Office
• Office organization in Front Office
• Office security in Front Office
• Office supplies ordering in Front Office
• Office technology proficiency in Front Office
• On change room in Front Office
• On the job training in Front Office
• Online appointment scheduling in Front Office
• Online chat support in Front Office
• Online document signing in Front Office
• Online file sharing in Front Office
• Online forms in Front Office
• Online payment systems in Front Office
• Online project management in Front Office
• Online reviews in Front Office
• Online scheduling tools in Front Office
• Online surveys in Front Office
• Online task management in Front Office
• OOO in Front Office
• Open section in Front Office
• Operating Budgets in Front Office
• Operating expenses in Front Office
• Operating supplies in Front Office
• OPL in Front Office
• Order fulfillment in Front Office
• Order processing in Front Office
• Organization Chart in Front Office
• Organizational skills in Front Office
• Orientation Check List in Front Office
• Outlook in Front Office
• Outsourcing in Front Office
• Outstanding balance report in Front Office
• Overbooking in Front Office

P

• Package Rate in Front Office
• Paid in advance (PIA) in Front Office
• Paid-outs in Front Office
• Par level in Front Office
• Par System in Front Office
• Pat stock / par number in Front Office
• Payment processing in Front Office
• Payroll processing in Front Office
• Percent Yield in Front Office
• Performance standards in Front Office
• Performing in Front Office
• Phone answering in Front Office
• Phone etiquette training in Front Office
• Pick up rooms in Front Office
• Point of sale in Front Office
• Policy and procedure manual in Front Office
• Porch in Front Office
• Posting in Front Office
• Potential gross income in Front Office
• Power in Front Office
• Pre-Opening Budgets in Front Office
• Presentation skills in Front Office
• Principle negotiation in Front Office
• Private label cards in Front Office
• Problem solving in Front Office
• Process consultation in Front Office
• Process improvement in Front Office
• Productivity standards in Front Office
• Profit-and-loss statement in Front Office
• Project management software in Front Office
• Project tracking in Front Office
• Property Management System (PMS) in Front Office

Q

• Quality assurance in Front Office
• Quality service in Front Office
• Queen size bed in Front Office

R

• Rack rate in Front Office
• Reception area management in Front Office
• Reception duties in Front Office
• Receptionist duties in Front Office
• Record keeping in Front Office
• Reengineering in Front Office
• Referral reservation service in Front Office
• Refurbish in Front Office
• Registration card in Front Office
• Reinvention in Front Office
• Relationship building in Front Office
• Report preparation in Front Office
• Residential hotel in Front Office
• Restraining force in Front Office
• Revenue management in Front Office
• Room assignment sheets in Front Office
• Room blocking in Front Office
• Room revenue in Front Office
• Room sales projections in Front Office
• Room section in Front Office
• Room status discrepancy in Front Office
• Room status report in Front Office
• Routing phone calls in Front Office
• Runners in Front Office

S

• Safety stock level in Front Office
• Sales administration in Front Office
• Sales indicators in Front Office
• Sales support in Front Office
• Sani-bin in Front Office
• Scanty baggage in Front Office
• Scheduling software in Front Office
• Secretarial skills in Front Office
• Self-check-in process in Front Office
• Self-directed team in Front Office
• Service directory in Front Office
• Service recovery system in Front Office
• Service strategy in Front Office
• Service-oriented mindset in Front Office
• Skipper in Front Office
• Sleeper in Front Office
• Social media customer service in Front Office
• Social media management in Front Office
• Social media monitoring in Front Office
• Soft water in Front Office
• Software proficiency in Front Office
• Software updates in Front Office
• Soiled linen in Front Office
• Sorting in Front Office
• Spotting in Front Office
• Staff supervision in Front Office
• Staff training and development in Front Office
• Stain in Front Office
• Stayovers in Front Office
• Stock taking in Front Office
• Storming in Front Office
• Studio bed in Front Office
• Supply ordering in Front Office
• Supportive communication style in Front Office
• Surveillance equipment in Front Office
• Swab cloth in Front Office
• SWB in Front Office
• SWOT analysis in Front Office

T

• Task delegation in Front Office
• Task-force team in Front Office
• Team collaboration in Front Office
• Teleconferencing in Front Office
• Telephone etiquette in Front Office
• Tent cards in Front Office
• Terrazzo in Front Office
• Time management in Front Office
• Timekeeping in Front Office
• Timeshares in Front Office
• Tooth glass in Front Office
• Total Quality Management (TQM) in Front Office
• Training manuals in Front Office
• Transforming in Front Office
• Travel arrangements in Front Office
• Travel booking software in Front Office
• Travel coordination in Front Office
• Travel directories in Front Office
• Traveller’s checks in Front Office
• Turn down service in Front Office
• Typing speed and accuracy in Front Office

U

• Understays in Front Office
• Upsell in Front Office
• Upward communication in Front Office

V

• Vacant in Front Office
• Vanity area in Front Office
• Vendor management in Front Office
• Video conferencing in Front Office
• Video conferencing software in Front Office
• Virtual event management in Front Office
• Virtual meeting software in Front Office
• Vision statement in Front Office
• Visitor check-in in Front Office
• Visitor management systems in Front Office
• Visual alarm systems in Front Office
• Voicemail management in Front Office
• VoIP phone systems in Front Office

W

• Walk-in guest in Front Office
• Water closet in Front Office
• Website analytics in Front Office
• Website design in Front Office
• Website maintenance in Front Office
• Website updates in Front Office
• Wi-fi in Front Office
• Word processing in Front Office
• Work prioritization in Front Office
• Workforce management in Front Office
• Workplace safety in Front Office
• Writing correspondence in Front Office
• Writing skills in Front Office
• Written communication skills in Front Office

Y

• Yield in Front Office

Z

• Zero base budgeting in Front Office
• ZIP or Postal Code in Front Office