Only a grandmaster key or an emergency key can open it. Reservations leads to reserving of a particular type of room for a particular guest for a given period of time. Our hospitlaity dictionary explains the meaning of 500+ words, terms… Demographic data – Size, density, distribution, and vital statistic of population broken down into, for example; age, sex, marital status and occupation categories. Mission statement – A statement of the mission of an organization or team that describes the organization’s or team’s reason for existence. ; LDW - loss damage waiver – Supplementary car rental insurance that covers theft, vandalism, and accident damage. Networking – The practice of developing personal connections with friends, acquaintance, colleagues, associates, teacher, counselor and others. Laissez faire – A style of leadership where a leader believes in delegating assignments and important task to others in the team. Vacant – The status of a room in which no guest has slept the previous night and which is not yet occupied. Defection rate – A measure of guest dissatisfaction, expresses as a percentage of guest lost to competitors because of service related problems. Owner may also have the unit rented out by the management company that operates the hotel. Percent Yield – The number of rooms sold at average daily rate versus number of rooms available at rack rate multiplied by 100. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, … Total Quality Management ( TQM ) – A management technique that encourages managers to look critically at process used to produce products and services. Outstanding balance report – A listing of guest’s folio balances. Benchmarking – comparing your hotel against competitors. Often they'll pay a higher rate (even Rack Rate) accordingly. Area inventory list – A list of all items and surfaces within a particular area that require the attention of the housekeeping personnel. C&I (or C and I) – Conference and Incentive bookings. KPI – Key Performance Indicator. Forming – The first stage of team development, characterized by cautions, limited member participation, dependence on the leader and low productivity. MCI – Meetings, Conventions and Incentives. Continues improvement – The on going efforts within a company to meet the needs and exceed the expectations of customers by changing the way work is performed so that products and services are delivered better, faster and at least cost than in the past. Residential hotel – hotels that provide long term accommodations for guest. Fix assets – These are tangible assets of a long term nature, such as land or large pieces of machinery and equipments. Job analysis – A detailed listing of the tasks performed in a job, which provides the basis for a sound job description. Leisure Guest – Those travelling for pleasure. Just in time training – A process that provides training when it is needed. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, … DBB – Rates that include Dinner, Bed and Breakfast. Back of House – Area of the hotel that is generally off limits to guests (e.g kitchens, offices, storage etc. Guest histories – Detail concerning the guest’ visits, such as ZIP code, frequent of visits, corporate affiliation or special needs. Limited Service – A hotel that may not offer the full range of services typically expected of a hotel. A performance management tool for managers. Action plan – An outline of the tasks to be completed for each step in a critical path. Supportive communication style – A communication style that combines high sociability with low dominance, characterized by sensitivity , patience and preference for informal interactions. 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. A baseline measurement represents how a process performs prior to any improvement effort. Advance Rates – Generally discounted rates to encourage guests to book in advance. Processes and manages reservations for one or multiple hotels. Commonly automated to include pre and post stay elements, along with loyalty programmes etc. For example, a boutique hotel may have different, themed rooms etc. Lanai – A room overlooking a landscaped area, a scenic view, a water body or garden. Hollywood Twin room – A room with two twin beds but a common headboard, which is meant for two people. Landscape area – An area where trees, plants, turf, deck, walks, ponds and so on have been used to create a natural looking outdoor space that is functional and visually appealing. Vanity area – A unit comprising a wash basin and mirror, surrounded by flat area where soap, dental kits, saving kits, and tooth glasses are kept. Pat stock / par number – A multiple of the standard quantity of a particular inventory item that must be on hand to support daily, routine housekeeping operations. Duvet – Quilts filled with down feather or synthetic fibres. Hospitality – The cordial and generous reception and entertainment of guests or strangers, either socially or commercially. 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. Studio bed – this is dual purpose bed that is used as divan in the daytime and converts into a bed in the night after the removal of bolsters and covers. OOO – Out of Order is the status of a guestroom that is not rentable because it is being repaired or redecorated. Quality service – Service that consistently meet or exceeds customer expectation. Condominiums – hotels similar to timeshare hotels. Electronic key – A plastic key with electronic codes embedded on a magnetic strip. DMO – Destination Marketing Organisation. Incentive program – An organized effort by management to understand employees’ motivational concerns and develop opportunities for employees to achieve both their goals and the goals of the hotel. Family rate – room rates offered to encourage visit by families with children. Room status discrepancy – A situation in which the housekeeping department’s description of a room’s status differs from the room status information with the front office. Credit balance – Amounts of money a hotel owes guests in future services. A: The hotel address appears in the confirmation email that was sent at the time of booking. Customer relationship management – A system that allows hotel managers to integrate technology to support customer service techniques that provide top-notch customer service. 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. Contact us today to build your career, grow your team and your business. ZIP or Postal Code – An individual local postal designation assigned by a country. Sales indicators – Number of guest and revenue generated. Half-Board – In hotel parlance, a rate that includes one or two meals, usually breakfast and lunch, or a brunch. 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. Understays – Guest who arrive on time but decide to leave before their predicted date of departure. Lead Time – The length of time between when a booking is made and the actual stay date. vacancy — This means space is available. Limited service – A level of service provided by a hotel with guest room accommodations and limited food service and meeting space. Operating supplies – The items essential to day-to- day housekeeping operations, including guest supplies and cleaning supplies. Hospitality – The generous and cordial provision of services to a guest. MICE – Meeting, incentives, conventions, exhibitions. 9. Room blocking – reserving rooms for guests who are holding reservations. Stain – A spot or discoloration left on fabrics from contact with and absorption of foreign substances. Corporate rates – Room rate offered to corporate clients staying in the hotel. This handy A to Z hotel jargon buster will help get you up to speed with the language of the hospitality industry. 11. Storming – The second stage of team development, characterized by conflict within the group as team members push boundaries and challenge authority. Separate rules apply for group reservations over 10 persons. RDR – Residential Delegate Rate (per person rate for conference room hire, refreshments, catering including overnight accommodation). Booking is an act of reserving an accommodation, a table, a seat, a flight, a trip etc. The difference between the two lies in the type of ownership. Units in condominium hotels have only one owner instead of multiple owners, each for a limited amount of time each year. Business and career success requires continual learning, from the latest trends, insights, and news to online education from line staff to the executive level. Departmental accounts – Income and expense-generating areas of the hotel, such as restaurants, gift shop and banquet. Database interfaces – the sharing of information among computers. Prices, crossed-out Rates, Best Price Guarantee, and Genius Program Check Out – The process by which a guest settles their bill and hands back any key/keycards. Pax – Number of people/passengers. If the need arises, the beds can be bridged together to make it appear a single bed. Buff – To smooth the floor with a low speed floor polishing. Room Only – A rate for the room only, no extras included. Additionally, the following terms and conditions apply when you make a tailor-made/group reservation with Icehotel. Brainstorming taps into the collective brainpower of the team and yields greater results than could be achieved if each individual in the team worked alone. Marquee – The curbside message board, which includes the logo of the hotel and space for a message. Bottom up – A sales method that involves presenting the lest expensive rate first. Stock taking is also termed “ conducting inventory “. E.g) They may require a hotel to provide a response to a RFP to outline negotiated rates for the following year. Soft Launch/Opening – Partial launch of a hotel property, perhaps at a reduced service level, usually to test the service offering prior to launching in earnest. FOH (or Front of House) – Generally refers to guest facing staff within the reception area of the hotel. Overbooking – Accepting reservations for more rooms than are available by forecasting the number of no show reservations, stayovers, understays, and walk ins, with the goal of attaining 100 percent occupancy. Convention guests – Guest who attend a large convention and receive a special room rate. Key drawer – A drawer located underneath the counter of the front desk that holds room keys in slots in numerical order. C&E (or C and E) – Conference and Events. The "front end" of a hotel sales website displays the hotel's information to allow guests to book stays with the hotel. Authority – The formal power granted by an organization to a management position. Collective bargaining unit – A labor union. Alternatively, it is possible to re-send the confirmation email by going to reservation details. Following are the most popular reservation systems − Mini bar – A fixture in modern guestrooms, this is a miniature refrigerator stocked with juices, liquor, and snack for the convenience of guests. RFP – Request For Proposal. TA – Travel Agent (or can sometimes be used to refer to TripAdvisor). In-house laundry – A hotel-operated department that launders linens, uniforms, bedspreads etc. 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. Crisis management – maintaining control of an emergency situation. For updates, as we add to the glossary, click on Hotel Jargon Buster on Hotelspeak.com. E.g) Guest A has booked 5 room nights (they are staying for 5 nights) or Corporate Guest B accumulated 20 room nights last year (they stayed for a total of 20 nights). 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. Boutique Hotels – Generally refers to smaller, luxury hotels that differentiate themselves by their service and product offering. Damp-dust – A method of cleaning where the item to be cleaned is wiped with a damp cloth. 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. Room sales projections – A weekly report prepared and distributed by the front office manager that indicates the number of the departures, arrivals, walk ins, stayovers, and no shows. House count – The number of persons registered in a hotel on a specific night. 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. Yield – The percentage of income that could be secured if 100 percent of available rooms are sold at their full rack rate. A reservation system used to maintain hotel information, rates, and inventory status. Bell desk. This can include guests attending conferences, meetings and tours etc. Surveillance equipment – Equipment such as CCTVs ( Closet circuit televisions ) that help to closely observe suspicious activities and persons. Base Fee – Agreed upon hotel management fee earned by the hotel operator. Tooth glass – A glass placed on the vanity unit as a guest supply and used for gargling or to keep the guest’s toothbrush, dentures, or other similar items in. No room has been allocated to a guest before arrival, so they will get any room available. Folio – A guest’s record of charges and payment. Common GDS include Sabre, Galileo and Amadeus. 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. Spotting – The specialized function of stain removal carried out by skilled personal called spotters, using appropriate equipment and stain-removal agents. 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. Domestic Travellers/Tourism – Residents that travel within their own country. Separate rules apply for group reservations over 10 persons. These owner then can occupy the unit during that time. Deep cleaning – A through cleaning on furniture and accessories, windows, flooring and walls. Reinvention – An extreme organizational change requiring an organization to rethink every aspect of how it conducts business. Ergonomics – The study of how people relate psychologically to machines. The terms and conditions below apply for reservations made by an individual, private person unless a special agreement has been made. Self-check-in process – A procedure that requires the guest to insert a credit card with a magnetic stripe containing personal and financial data into a self check in terminal and answer a few simple questions concerning the guest stay. Room Inventory – the volume of rooms available to be sold. Late Arrival – Guests that advise they will be later than the agreed time of arrival. 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. VisitEngland – Tourist board for England. These operator also relay telephone charge incurred by guests to the front office cashier. Alternatively, it is possible to re-send the confirmation email by going to reservation details. Common GDS include Sabre, Galileo and Amadeus. 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. Every day, we inspire and reach millions of travelers across 90 local websites in 41 languages. Communication hierarchy – A listing of the order in which management personnel may be called on to take charge in an emergency situation. Rooms Yield – Average revenue of all rooms, divided by the number of rooms in a hotel, divided by 365 nights. ), BAR – Best Available Rates (typically rates that are the ‘best available' at the time of booking, often these are short lead bookings). Average Daily Rate ( ADR ) – A measure of the hotel staff’s ability to sell available room rates; the method to compute the ADR is : Balance sheet – An official financial listing of assets, liabilities and owner’s equity. Deep cleaning – intensive or specialized cleaning undertaken in guestrooms or public areas, often conducted according to a special schedule or on a special project basis. Banquet – A term used to describe catering for specific numbers of people at specific times, in a variety of dining layouts. Hotel representative – A member of the marketing and sales department of the hotel who actively seeks out group activities planner. Typically hotels prefer long lead times as it allows them to plan room inventories/rates. The team becomes more productive during this stage. In-room guest check out – A feature of the property management system that allows the guest to use a guest room television to check out of a hotel. This allows guests to reserve rooms in a way that is convenient for them via social media. Tent cards – Hotel publicity cards in the shape of tents placed in guestrooms. Flowchart – An analysis of the delivery of a particular product or service. 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. Paid-outs – Amount of monies paid out of the cashier’s drawer on behalf of guest or an employee of the hotel. King-size bed – The largest size of bed available, with dimension of 78 inches x 80 inches ( eastern king ) or 72 x 80 inches ( California king ). Registration card – A form on which the guest indicates name, home or billing address, phone number, date of departure, method of payment and etc. Full house – 100 percent hotel occupancy; a hotel that has all its guest room occupied. Double Locked (DL) – An occupied room in which the deadbolt has been turn to prohibit entry from the corridor. We welcome your arrival from 3pm Eastern Standard Time and kindly request your departure by 12pm Eastern Standard Time. Typically these are lower than standard consumer rates as corporates/companies can offer a high volume of annual bookings. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). CRO (CENTRAL RESERVATION OFFICE):- It can be in the hotel itself or can be another booking … An in house area in the hotel where linen and uniforms are washed, dry-cleaned and pressed. Travel directories – Organized listings of hotel reservation access methods and hotel geographic and specific accommodations information. Corporate Rates – Rates negotiated by corporates/companies with a hotel or sales team. Global Distribution System ( GDS ) – Distributor of hotel rooms to corporations such as travel agents that buy rooms in large volume. 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. Floatels – Hotel establishments being operated on large water bodies such as seas and lakes. Soiled linen – Dirty and stained linen that required laundering. Atrium concept – A design in which guest rooms overlook the lobby from the first floor to the roof. Reengineering – An organization change that involves the complete redesign of a process within the organization, the goal of which is to achieve a dramatic improvement. Guests may opt for ‘green hotels' who operate with sustainable practices. DNCO – This room status means that the guest made arrangement s to settle his/her account but has left without informing the front office. 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. House Count – The total occupancy of the hotel at any given moment. In other words, sorting is governed construction and the amount and kind of soil. Driving force – A force that tends to encourage change in a particular direction. Lateral communication – Communication with those on the same level as you in the organization. Commercial cards – Credit cards issued by cooperation, an example of which is Diners Club. Network of electronic reservation systems used globally by travel agents booking hotel rooms (and airlines). Day Guests – Guests that arrive and depart the same day. OPL – On premises laundry. Continental breakfast – Juice , fruit, sweet roll and/or cereal. Guaranteed reservations – Prospective guests who made a contact with the hotel for a guest room. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. Biometrics – An individual electronic measurement of uniqueness of human being such as voice, hand print or facial characteristics. A company/group responsible for the promotion of an area (this could be regionally, nationally or town/city specific). Late Check Out – When a guest leaves the hotel later than the agreed time of departure. B&B – Rates that include Bed and Breakfast. Breakfast knob cards – Card hung by guests on the knobs of guest room doors to pre order breakfast at night so that the order reaches the staff on time and the guest is not disturbed for placing the order early in the morning. For all you hotel receptionists, here are the most commonly used expressions you’ll need to communicate with your international guests. Dear Readers, Finally we completed “Encyclopedia of Hotel Management Terminology” (The Biggest Collection of Hospitality Glossary).We got tons of requests regarding hotel management terminologies. Land arrangements – All non-flying reservations upon arrival such as car rental, hotel, and tourist reservations. Guest essentials – items that are essential to the guestrooms and are not expected to be used up or taken away by guest. Outsourcing – Provision of service to the hotel, for example; a central reservation system by an agency outside of the hotel. A hotel reservation system is a software application that is implemented by hotels to allow guests to create secure online reservations. 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. 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