AHLEI CHHE flashcards
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33 cards. Read the term and the definition here. The deck at the top of this page is optional.
- RevPAR
- Revenue per available room; calculated as rooms revenue divided by rooms available, or equivalently ADR multiplied by occupancy percentage.
- ADR
- Average daily rate; rooms revenue divided by rooms sold for a given period, reflecting the average price paid per occupied room.
- Occupancy Percentage
- Rooms sold divided by rooms available, multiplied by 100; measures utilization of sellable room inventory in a period.
- CPOR
- Cost per occupied room; a departmental cost divided by rooms occupied, used to benchmark housekeeping efficiency against standards.
- Budget Variance
- The difference between actual and budgeted figures, expressed as a percentage of budget; flagged favorable or unfavorable by line type.
- Flexible Budget
- A budget that adjusts variable costs to actual volume achieved, while fixed costs remain constant within the relevant range.
- Flow-Through
- Change in gross operating profit divided by change in revenue; shows how much incremental revenue converts into profit.
- Linen Par
- The total linen inventory required, computed as daily usage multiplied by laundry cycle days plus a safety stock buffer.
- Rooms Per Attendant Hour
- Rooms cleaned divided by attendant hours worked; a productivity ratio used to compare housekeeping output against labor standards.
- Out-of-Order Room
- A room removed from sellable inventory due to damage or maintenance; it is excluded from rooms available and occupancy calculations.
- Out-of-Service Room
- A room temporarily unavailable for minor reasons that does not reduce revenue or sellable inventory counts, unlike out-of-order status.
- Deep-Clean Rotation
- A scheduled cycle in which each guest room receives intensive cleaning beyond daily service, tracked by room number and completion date.
- Safety Data Sheet
- A document summarizing chemical hazards, handling, and first-aid measures; required on file and accessible for every chemical used.
- Room Inspection Score
- A weighted checklist result across zones such as bathroom, bed, dust, and floors; critical zone failures trigger rework.
- Turnover Rate
- Separations divided by average headcount, multiplied by 100; measures the proportion of staff leaving during a period.
- Cost Per Hire
- Total recruiting costs divided by number of hires; includes advertising, agency fees, referral bonuses, and interviewer time.
- Full-Time Equivalent
- Total scheduled hours divided by full-time hours per week, typically forty; standardizes staffing counts across part-time and full-time workers.
- Labor Cost Percentage
- Total labor cost divided by total revenue, multiplied by 100; a key control ratio for staffing and scheduling decisions.
- Progressive Discipline
- A documented sequence of escalating corrective steps, typically verbal warning, written warning, final warning, suspension, then termination.
- Job Description Elements
- Title, reporting line, summary, essential duties, physical requirements, and qualifications; the basis for hiring and performance standards.
- Predictive Scheduling
- Rules requiring advance posting of work schedules and guaranteed rest periods between shifts, affecting how rosters are built.
- SERVQUAL Dimensions
- Five service quality dimensions: reliability, assurance, tangibles, empathy, and responsiveness; used to structure guest satisfaction measurement.
- Service Recovery Sequence
- Acknowledge the problem, apologize, act to resolve, compensate appropriately, then follow up to confirm satisfaction and prevent recurrence.
- Net Promoter Score
- Percentage of promoters minus percentage of detractors from a guest survey; a single index of loyalty and satisfaction.
- Mystery Shop Scoring
- Standardized checklist evaluation by an incognito evaluator; scores below threshold trigger retraining and re-inspection of the area.
- Service Blueprint
- A map of front-stage and back-stage service actions and fail points, used to design controls that protect quality standards.
- Empowerment Limit
- A defined spending or resolution authority allowing front-line staff to resolve guest complaints without escalating to management.
- Hazard Communication Standard
- Requires labeled chemical containers, accessible safety data sheets, and employee training on hazards under OSHA rules.
- Bloodborne Pathogen Plan
- An exposure control plan with PPE, training, and post-exposure procedures required wherever staff may contact blood or body fluids.
- Bed Bug Protocol
- Steps including inspection, room isolation, treatment by licensed pest control, and documented follow-up before returning the room to service.
- Key Control Audit
- Use of electronic lock audit trails and a key issuance log, with immediate rekeying when a key or card is lost.
- Temperature Danger Zone
- The range of 41°F to 135°F in which bacteria multiply rapidly; food safety plans monitor and log temperatures to avoid it.
- Incident Reporting
- Prompt documentation of injuries and security events, with evidence preserved and access restricted, to support investigation and compliance.