Subject Writers: Evelyn Collins, Linda Wilson Project Manager/Editor: Alan Maguire DTP/Production: Daniel Chee, Mai Vu, Jirayu Thangcharoensamut The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam. The ASEAN Secretariat is based in Jakarta, Indonesia. General Information on appears online at the ASEAN Website: . All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox Development for Front Office, Food and Beverage Services and Food Production Divisions”. This publication is supported by Australian Aid through the ASEAN-Australia Development Cooperation Program Phase II (AADCP II) Copyright: Association of Southeast Asian Nations (ASEAN) 2012 All rights reserved. Disclaimer Every effort has been made to ensure that this publication is free from errors or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. ASEAN Secretariat and William Angliss Institute of TAFE are not responsible for any injury, loss or damage as a result of material included or omitted from this course. Information in this module is current at the time of publication. Time of publication is indicated in the date stamp at the bottom of each page. Some images appearing in this resource have been purchased from various photography suppliers and other third party copyright owners and as such are non-transferable and non-exclusive. Additional images have been sourced from Flickr and are used under: http://www.sxc.hu/ File name:
Glossary Term Explanation Reservation A reservation is a booking or request for some time in the future. It involves obtaining all the necessary information needed to satisfy this request. FIT - Fully/free independent traveller A person travelling who is not part of a group or tour who is paying full rate. Package A package is a combination of goods and services at a discounted price. Overbooked Selling more of a good or service than you have available. Usually done to compensate for no No show A person who has made a reservation but does not turn up. Under-stay A person who departs earlier than the reservation date. Suggestive selling Involves selling your products by offering alternatives. Describe how the product would meet the customer's needs, highlight any special features. Up-selling Offer more than the guest is asking for. Sell up your price range. Suggesting accommodation at another one of your properties. Down-selling Down-selling is basically the opposite to up-selling whereby you the selling process at the most expensive item and work down to the lowest price. Waitlist A listing of reservations waiting for cancellations in order to be accepted.
Peak season Time of high occupancy. Off peak season Time of low occupancy. Guest history profile Term used to record all the details a guest who has used the establishment’s goods and services. Honorific The title used to describe people. Receipt A document issued in exchange for payment. Voucher A document handed over as a form of payment to pay for a good or service. Company charge A service that allows an account to be sent to the company for billing purposes. Guaranteed booking A reservation that is held all night because the service is paid for. Non-guaranteed booking A reservation held until the 6pm release time or agreed time. Internal use documents Documents used within an establishment. External use documents Documents than either come in or are sent out to another organization. Policy A statement about an establishment's position on an issue. Procedure Step by step guide to define a task. Facsimile (Fax) Machine A machine that copies a document and transmits it to another fax machine. Jargon Establishment’s abbreviations for – PAX – number of guests, POA – pay own account, FOC – free of charge.
Internet – on-line bookings via a website Third party reservations – using a reservation company to make a booking for you e.g. Wotif, AsiaRooms, Statravel, Showbizasia Central reservation service – a central reservation service that controls reservations for several venues Same referral – a reservation that has been referred from another establishment belonging to the same group, for example: Asian Car Rental, Hyatt Hotels, Hilton Spas Other venues – some Airlines will book accommodation for guests. If one hotel is fully booked they might make a reservation at another hotel. Travel agents book theatre or concert tickets. Online reservations out the following sites to see details of what businesses require in terms of online reservations: . 1.4