Chain of command – A series of management position in order of authority . vacancy — This means space is available. Norming – The third stage of team development, during which relationships become cooperative and supportive as members learn that they can work together as a cohesive unit. Accountability – A manager’s acceptance of the responsibility that accompanies authority and the need to justify his or her actions to higher level managers in the organization. Direct-email letters – Letter sent directly to individuals in a targeted market group in a marketing effort . The term ‘reservation’used in the context of a hotel, means the booking or reserving of a room (accommodation) by a guest. Hotel Prices. Forming – The first stage of team development, characterized by cautions, limited member participation, dependence on the leader and low productivity. BTL – Below The Line (generally refers to niche marketing campaigns focused on return on investment). Lateral communication – Communication with those on the same level as you in the organization. Units in condominium hotels have only one owner instead of multiple owners, each for a limited amount of time each year. Blocking on the horizon – Reserving guest rooms in the distant future. Booking is an act of reserving an accommodation, a table, a seat, a flight, a trip etc. Limited Service – A hotel that may not offer the full range of services typically expected of a hotel. Advance rates: Low rates advertised by the hotel to encourage guests to book in advance.A word of warning: advance rates are often pre-paid and non-refundable. ; Leisure travel – Usually … The Xotels Glossary clarifies hotel and revenue management terminology. The team becomes more productive during this stage. Guest supplies – Commonly referred to as guest amenities or personal toiletries; care items such as small bottles of shampoo, hair conditioner, lotion, soap, mouthwash, shoeshine cloth, mending kit etc. Job description – A listing of required duties to be performed by an employee in a particular job. Hello, welcome to [name … Lead Time – The length of time between when a booking is made and the actual stay date. ABPCO – Association of British Professional Conference Organisers (http://www.abpco.org), ABTA – Association of British Travel Agents (http://www.abta.com), ADR (or ARR) – Average Daily Rate, or Average Room Rate (calculated by dividing revenue generated from income from hotel rooms sold by the total number of rooms sold). Upsell – Process by which a guest is offered (at a cost) additional services or upgrades (often at the point of purchase or upon arrival to the hotel). The theory behind behavior-based interviewing is that the best predictor of future behavior is past behavior. ; Layover – The period of time spent between connecting flights. A booking can have different conditions like: payments upon arrival, cash payment, non-refundable, etc. If you make a reservation, you arrange for something such as a table in a restaurant or a room in a hotel to be kept for you. Cleaning supplies – Cleaning agents and small cleaning equipment used in the cleaning of guestrooms and public areas in the hotel. Nightstand – A nightstand is a small stand or cabinet designed to stand beside a bed or elsewhere in a bedroom, as a place to put anything likely to be required during the night; also called night table. booking a room — This is the same thing as reserving a room. Corporate client – A hotel guest who represents a business or is a guest of that business and provides the hotel with an opportunity to establish a regular flow of business during sales periods that would normally be flat. Pax – Number of people/passengers. It may also be called a Sico bed ( after another leading manufacturer of foldaway or wall beds ). Commercial hotels – Hotels that provide short-term accommodation for travelling guests. Global Distribution System ( GDS ) – Distributor of hotel rooms to corporations such as travel agents that buy rooms in large volume. C&B (or C and B) – Conference and Banqueting. Credit – A decrease in an asset or an increase in liability, or an amount of money the hotel owes the guest. E.g) A hotel restaurant achieved 30 covers (30 people dined). Computer supplies – Paper, forms, ribbons, ink cartridges needed to operate the system. Typically hotels prefer long lead times as it allows them to plan room inventories/rates. These operator also relay telephone charge incurred by guests to the front office cashier. Half-Board – In hotel parlance, a rate that includes one or two meals, usually breakfast and lunch, or a brunch. Pet-friendly Washington DC hotel enlists dog concierge, Holiday timing helps boost February global leisure bookings and rates, RevGain – PackagesÊdisrupts travel industry with city demand forecasting feature, 6 ways to create an effective guest loyalty program to get more bookings, TrustYou Wins #1 for Reputation and Review Management Software in Hotel TechAwards 2018, St Giles Hotels launches program to lure solo travellers, Two Roads Hospitality chooses NAVIS as preferred partner, Transat A.T. Inc appoint Annick Gurard as Chief Operating Officer, Swiss International Hotels & ResortsÊopens in Jeddah, Saudi Arabia, How digital marketing can help you to manage distribution, 5 ways to attract Millennials through travel campaigns. Domestic Travellers/Tourism – Residents that travel within their own country. ( Another use of the term runner in housekeeping is for a person who is charged with the duty of conveying orders from housekeeping department to the staff on guest floor ). Full Board – Rate that includes bed, breakfast, lunch and dinner. Rack rate – The highest room rate category offered by a hotel. Stock taking is also termed “ conducting inventory “. Express check out – Means by which the guest uses computer technology in a guest room or a computer in the hotel lobby to check out. DDR – Day/Daily Delegate Rate (per person rate for conference room hire, refreshments, catering etc.). Service directory – This is a booklet in which the services offered to guests by the hotel are listed, along with the intercom numbers to reach the relevant departments. May have just completed training or part of a training process. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). Hardware – Computer equipment used to process software, such as central processing units, keyboards, monitor and printers. Crisis management – maintaining control of an emergency situation. Four keys to principled negotiation are to separate the people from the problem, focus on what people really mean, invent options for mutual gain, and use objective criteria. Cross-training – training employees for performing multiple tasks and jobs. The team often regresses to behaviors characteristic of earlier stage of development as it struggles to cope with the changes. Walk In – A guest that hasn't pre-booked, but simply walks in and reserves a room. Property Management System (PMS) – A generic term for applications of computer hardware and software used to manage a hotel by networking reservation and registration databases, point of sales system, accounting system and other office software. Terrazzo – Flooring which consists of marble, granite and other decorative chips set in cement. Debit balance – An amount of money the guest owes the hotel. Alternatively, it is possible to re-send the confirmation email by going to reservation details. The terms and conditions below apply for reservations made by an individual, private person unless a special agreement has been made. Productivity standards – The quantity of work expected to be completed by each department employee. Full-Board – In hotel parlance, a rate that includes three full meals. A company/group responsible for the promotion of an area (this could be regionally, nationally or town/city specific). Our hospitlaity dictionary explains the meaning of 500+ words, terms… Total Quality Management ( TQM ) – A management technique that encourages managers to look critically at process used to produce products and services. Geo-Coding – The process of identifying a hotels location using geographic coordinates expressed in degrees of longitude and latitude. Runners – In this context, lengths of matting made of synthetic or natural fibres, placed at entrances to prevent dirt and dust from entering the building. E.g) They may require a hotel to provide a response to a RFP to outline negotiated rates for the following year. Check-in and Check out. Orientation Check List – A summary of all items that must be covered during orientation. Head Chef – in charge of the kitchen, including Sous Chef(s), Chef de Partie(s) and Commis Chef(s). Database interfaces – the sharing of information among computers. Rewards can vary, but typically include free stays, dining vouchers etc. Double Locked (DL) – An occupied room in which the deadbolt has been turn to prohibit entry from the corridor. Separate rules apply for group reservations over 10 persons. Laissez faire – A style of leadership where a leader believes in delegating assignments and important task to others in the team. Tent cards – Hotel publicity cards in the shape of tents placed in guestrooms. Zero base budgeting – Zero base budgeting refers to hiring employees while taking into account the actual occupancy for a specified period of time. SWOT analysis – A brainstorming technique. Forecasting – Projecting room sales for a specific period. Guest essentials – items that are essential to the guestrooms and are not expected to be used up or taken away by guest. Vision statement – A company’s assertion of the direction, objectives and ethical code underlying its purpose for being. Condominiums – hotels similar to timeshare hotels. Percent Yield – The number of rooms sold at average daily rate versus number of rooms available at rack rate multiplied by 100. Bonsai – Literally meaning “a plant in a tray” this refers to a tree or a plant whose typical growth in nature has been copied exactly in a miniature style within the confines of a container. ; LDW - loss damage waiver – Supplementary car rental insurance that covers theft, vandalism, and accident damage. Day Guests – Guests that arrive and depart the same day. Ergonomics – The study of how people relate psychologically to machines. An organization’s chain of command is represented on an organization chart by lines of authority linking all positions within the organization and specifying formal reporting relationships. House Count – The total occupancy of the hotel at any given moment. Duvet – Quilts filled with down feather or synthetic fibres. In a hotel it refers to “No. Room Inventory – the volume of rooms available to be sold. Budget – A budget is a plan that projects both the revenue that the hotel anticipates during the period covered by the budget and the expenses required to generate the anticipated revenues. Performing – The fourth stage of team development, during which a team achieves its peak productivity: individual members share the desire to achieve the team’s common goals and appreciate each other’s individual contributions toward that end. A: The hotel address appears in the confirmation email that was sent at the time of booking. So when it comes to booking the perfect hotel, vacation rental, resort, apartment, guest house, or tree house, we’ve got you covered. Distance learning – learning that takes place via satellite broadcasts, Picture Tel, or online computer interaction. Departmental accounts – Income and expense-generating areas of the hotel, such as restaurants, gift shop and banquet. GDS – Global Distribution System. Late Arrival – Guests that advise they will be later than the agreed time of arrival. A friendly smile and a warm greeting make a great start. Sales indicators – Number of guest and revenue generated. An extension of front desk that deals with personalized guest services. Above the Line: Commission received from advertising like T.V., radio, posters, and press. Posting – The process of debiting and crediting charges and payments to a guest folio. Fam Tour/Trip – Familiarisation tours/trips generally refer to complimentary stays for corporate guests who may be considering using the hotel for their organisation (accommodation, conferences etc.). Confirmed reservations – Prospective guests who have a reservation for accommodations that is honored until a specified time. E.g 3 nights. Processes and manages reservations for one or multiple hotels. C&I (or C and I) – Conference and Incentive bookings. Antique – Antique furniture belongs to the period before 1840, though nowadays any pieces of furniture that is more than 100 years old is considered an antique. Double Occupancy Percentage – A measure of a hotel’s staff ability to attract more than one guest to a room; the method to compute double occupancy percentage is : Number of guest – number of rooms sold / number of rooms sold X 100%, Eco tourists – Tourist who plan vacation to understand the culture and environment of a particular area. Refurbish – To give a new look to a room by re-docarating, renewing soft furnishings, and possibly changing the carpet and touching up the furniture. Cashier – A person who processes guest check outs and legal tender and make change for guest. Revenue management – A process of planning to achieve maximum room rate and most profitable guests ( guest who will spend money at the hotel’s food and beverage outlets, spa etc ) that encourages front office manager, general manager and marketing or sales director to target sales periods and develop sales programs that will maximize profit for the hotel. Upgrade – Process by which a guest is offered a better room than he/she booked. Motels – Hotels that are located primarily on highways. Hard key system – A security devise consisting of the traditional hard key that fits into keyhole in a lock; preset tumblers inside the lock are turned by the designated key. Half Board – Rate that includes bed, breakfast and either lunch or dinner. Credit card imprinter – makes an imprint of the credit card the guest will use as the method of payment. Corporate Rates – Rates negotiated by corporates/companies with a hotel or sales team. Second in command after the Head Chef. Leisure Guest – Those travelling for pleasure. Empowerment – The redistribution of power within an organization that enables managers, supervisors, and employees to perform their jobs more efficiently and effectively with the overall goal of enhancing service to guest and increasing profits for the organization by releasing decision-making responsibility, authority and accountability to every level within the organization. Internal moment of truth – A specific event, situation, or interaction in which anyone employed by a company comes into contact with some aspect of the company that contribute to the quality of his or her work experience. 9. Operating Budgets – These forecast the expense and revenues for the routine operations of the hotel during a certain period. Check In – The process by which a guests registers their arrival at a hotel and receives their key/keycards. Business affiliation – Chain or independent ownership of hotels. Surveillance equipment – Equipment such as CCTVs ( Closet circuit televisions ) that help to closely observe suspicious activities and persons. Account payable – Financial obligations the hotel owes to private and government-related agencies and vendors. Material Safety Data Sheets (MSDS) – A listing of the chemical contents, relative hazards to the users, and name and address of the producers of the contents. ZIP or Postal Code – An individual local postal designation assigned by a country. Common GDS include Sabre, Galileo and Amadeus. Duplex – A two storey suite with parlour and bedrooms connected by a stairway. Interfacing – The ability of computers to communicate electronically and share data. Cancellation code – A sequential series of alphanumeric combinations that provide the guest with a reference for a cancellation of a guaranteed reservation. BSC – Balanced Scorecard. Outsourcing – Provision of service to the hotel, for example; a central reservation system by an agency outside of the hotel. Scanty baggage – A room status indicating a room assigned to guest with small, light and few pieces of luggage that could be carried away without obviously indicating a departure, should a guest walk out with them. Rooms Yield – Average revenue of all rooms, divided by the number of rooms in a hotel, divided by 365 nights. He went to the desk to inquire and make a reservation. Military and Educational rate – Room rate established for military personnel and educators. Agenda – A written plan for a meeting that indicates the date, time, and place for the meeting and the issues to be addressed. Back to back – Describes a heavy rate of check outs and check ins on the same day, so that as soon as room is made up, a new guest checks into it. Common GDS include Sabre, Galileo and Amadeus. The terms and conditions below apply for reservations made by an individual, private person unless a special agreement has been made. Spotted something Sam's missed? TA – Travel Agent (or can sometimes be used to refer to TripAdvisor). Brainstorming – An idea gathering technique that uses team interaction or generate as many ideas as possible within a given time period. Account receivable – Amount of money owed to the hotel by guests. Complimentary rate – A rate in which there is no charge to the guest. Yield Management – The practice of raising or lowering prices based on demand. Land arrangements – All non-flying reservations upon arrival such as car rental, hotel, and tourist reservations. Coaching – A directive process used by a manager to train and orient an employee to the realities of the work place and to help the employee remove barriers to optimum work performance. Operating supplies – The items essential to day-to- day housekeeping operations, including guest supplies and cleaning supplies. It is mainly used for changing. CRO (CENTRAL RESERVATION OFFICE):- It can be in the hotel itself or can be another booking … The various terms defined are typical of the room status terminology of the lodging industry. Groups are defined as minimum 10 persons staying at Icehotel. Yield – The percentage of income that could be secured if 100 percent of available rooms are sold at their full rack rate. Mission statement – A statement of the mission of an organization or team that describes the organization’s or team’s reason for existence. The entire front office activities start the moment a… Please also check another Housekeeping Terminology 2. F&B (or F and B) – Food and Beverage. Just in time training – A process that provides training when it is needed. Upsell – To encourage a customer to consider buying a higher priced product or service than originally anticipated. Leisure travelers – People who travel alone or with others on their own for visits to points of interest, to relatives, or for other personal reasons. These are the hotel switchboard operators who answer calls and connect them to the appropriate extensions. For example, an occupancy rate of 90%, an ADR of X etc. Corporate rates – Room rate offered to corporate clients staying in the hotel. Credit balance – Amounts of money a hotel owes guests in future services. For updates, as we add to the glossary, click on Hotel Jargon Buster on Hotelspeak.com. Transforming – The fifth and final stage of team development, when the group is either preparing to disband or facing a major change in its mission, membership, or environment. Data sorts – Report option in a PMS that indicate groupings of information. Following are the most popular reservation systems − Chain – A group of hotels that follow standard operating procedures such as marketing, reservations, quality of service, food and beverage operations, housekeeping and accounting. The company's focus is on increasing all types of conversions from phone calls and wedding brochure requests, to all-important online hotel bookings. Rack Rate – The standard or default rate for a room, before any discounts (for example, advance purchase discounts) are applied. Cash bank – A specific amount of paper money and coins issued to a cashier to be used for making change. Operating expenses – Those cost that the hotel incurs in order to generate revenue in the normal course of doing business. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). Code of conduct – Expectations of behavior mutually agreed upon by team members. Traveler’s checks – Prepaid checks that have been issued by a bank or other financial organization. Cycle of service – The progression of a guest’s request for products and service through a hotel’s department. Base Fee – Agreed upon hotel management fee earned by the hotel operator. As a hotel receptionist, your job isn’t only to greet guests but also to make them feel welcome. Back of the house – The functional areas of the hotel in which employees have little or no guest contact, such as the engineering and maintenance department, laundry room and so on. All-suite – A level of service provided by a hotel for a guest who will desire an at home atmosphere. Whether you have been to school or university, completed an MBA or landed in an industry unintentionally, to succeed and grow requires passion supported by learning. Check Out – The process by which a guest settles their bill and hands back any key/keycards. Advance Rates – Generally discounted rates to encourage guests to book in advance. Authority – The formal power granted by an organization to a management position. Late Check Out – When a guest leaves the hotel later than the agreed time of departure. Pick up rooms – Rooms from the open section assigned to different GRAs to balance out the workload. Guest histories – Detail concerning the guest’ visits, such as ZIP code, frequent of visits, corporate affiliation or special needs. Banquet sheet – a listing of the details of an event at which food and beverage are served. The eHotelier Academy provides the structured framework to support yours and your team's professional growth through online resources and professional development programs created in collaboration with industry leaders and curated by academics, customizable to your organization's standards and requirements. We’re passionate about travel. Baseline measurement – A measurement used as a basis for comparisons or for control purposes; a beginning point in an evaluation of output observed over a period of time. For example, telephone calls or mini bar charges that weren't determined before the guest left. Paid in advance ( PIA ) – Guest who paid cash at check in. Bell desk. It is generated daily through a two-way communication between housekeeping and front office. Safety stock level – The number of purchase unit that must always be on hand in case of emergencies, damages, delays in delivery and so on. EPABX Operator – Electronic Private Automatic Branch Exchange operators. DBB – Rates that include Dinner, Bed and Breakfast. Murphy bed – This refers to a bed that folds up into the walls and looks like a bookshelf or cupboard when folded away, being named for a leading manufacturer of such beds. Stain – A spot or discoloration left on fabrics from contact with and absorption of foreign substances. 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