Академический Документы
Профессиональный Документы
Культура Документы
Glossary
Abandoned Property
Acceptance
Accessible
Account
Accountability
Account aging
Account Allowance
Account Balance
Accounts Payable
Account Payable
Module
Accounts Receivable
Accounts Receivable
Aging
Account Receivable
Voucher
Accounts Receivable
Ledger
Accounts Receivable
Module
ADA
Address Verification
Service
Adjacent Rooms
Adjoining Rooms
Advance Deposit
Guarantee
ADR
ADR Index
Affiliated Hotel
Affiliate Reservation
Network
Afternoon Tea
Agency Ledger
Agency Problem
AH&LA
Air Handler
Alliance
Allowance Voucher
Allowances
and Adjustments
Amenities
American Plan
Antitrust Laws
Appraisal
Arbitrage
Area of Protection
(AOP) [ Franchise]
ARR
Arrival Date
Assets
Attrition
At-Will Employment
Audiovisual Equipment
Audit
Auditor
Audit Trail
Avoidance Strategy
B
Back Office
Accounting
Back Office
Applications
Back Office System
Backup Generator
Backup Systems
Balance Sheet
Bank
Banquet
Banquet Event Order
(BEO)
of a transaction.
The period from the end of day until the completion of the audit.
(FO Night Audit)
The power to tell others to do or not to do something in efforts to attain the
hotel's objectives.
A code generated by an on-line credit card verification service, indicating that
the requested transaction has been approved.
To validate.
Short for Audiovisual Equipment.
An estimate of the number of rooms that remain to be sold.
A report which contains expected arrival and departure information for the
next several days, typically prepared as part of the night audit.
An occupancy ratio derived by dividing net rooms revenue by the number of
rooms sold.
An occupancy ratio derived by dividing net rooms revenue by the number of
guests.
Competitive strategy in which a firm avoids confrontation completely by
focusing on a particular niche in the market in which other firms have little
interest.
B
The process of summarizing and documenting the financial activities and
condition of the entire hotel.
Computer software designed for specific back office uses. Typical back office
applications include accounts receivable, accounts payable, payroll
accounting, and financial reporting modules.
The accounting system used by the controller to prepare the hotel's financial
documents such as the balance sheet, income statement, and so on.
The functional areas of a hotel in which personnel have little or no direct
guest contact, such as engineering, accounting, and personnel.
When firms bring an outsourced service or good back in-house, often
because costs have begun to rise in contrast to the primary benefit of
outsourcing.
A sequence of consecutive group departures and arrivals usually arranged
by tour operators so rooms are never vacant;
bb., a floor plan design that brings the piping of adjacent bath into a common
shaft
Equipment used to make limited amounts of electricity on-site. Utilized in
times of power failure or when the hotel experiences low supply from the
usual provider of electricity.
Redundant hardware and/or software operated in parallel to the system it
serves. Used in times of failure or power outages, these are often operated
by battery systems. For example, a backup system to the hotel's telephones
would enable outside calling even if the main digital telephone system were
to shut down.
An official financial listing of assets, liabilities, and owners equity.
see Cash Bank.
A food and/or beverage event held in a function room.
A form used by the sales, catering, and food production areas to detail all
requirements for a banquet. Information provided by the banquet client is
BAR
Bargaining Power
Barista
Bed Board
Behavioral Control
Bell Captain
Bell Staff
Benchmarking
Benefits
BEO
Bid
summarized on the form, and it becomes the basis for the formal contract
between the client and the hotel.
Short form of Best Available Rate.
Economic power that allows a firm or group of firms to influence the nature of
business arrangements for factors such as pricing, availability of products or
services, purchase terms, or length of contract
A barista (from the Italian for "bartender") is a person, usually a coffee-house
employee, who prepares and serves espresso-based coffee drinks.
A board placed under the mattress to provide a firmer sleeping surface.
A special set of controls used to motivate employees to do things that the
organization would like them to do, even in the absence of direct supervision;
they include bureaucratic controls, clan control, and human resources
systems.
The supervisor of the bell-persons and other uniformed service personnel;
bb,: a proprietary in-room vending machine
Those uniformed attendants responsible for guest services, including
luggage handling, valet parking, airport transportation, and related guest
services. The tide originally arose because, in earlier years, the staff would
come to the "front" (desk) to assist a guest when a bell was rung as a
summons to them.
The search for best practices and an understanding about how they are
achieved in efforts to determine how well a hospitality organization is doing.
Indirect financial compensation consisting of employer-provided rewards and
services other than wages or salaries.
Short for Banquet Event Order.
An offer by the hotel to supply sleeping rooms, meeting space, food and
beverages, or other services to a potential client at a stated price. If the bid is
accepted, the hotel will issue the client a contract detailing the agreement
made between the hotel and the client.
A specially marked plastic bag used in hotels. Laundry items that are blood
or bodily fluid stained and thus need special handling in the OPL are placed
into these bags for transporting to the OPL.
An individual electronic measurement of uniqueness of a human being such
as voice, handprint, or facial characteristics.
Total loss of electricity.
Specific days in which the hotel is "sold-out" and/or is not accepting normal
reservations.
Rooms reserved exclusively for members of a specific group. As in, "We
need to create a block of fifty rooms for May 10 and 11 for the Society of
Antique Furniture Appraisers."
The amount by which a cards available credit (if a credit card) or balance (if
a debit card) is reduced; also called a hold.
Any microorganism or virus, carried by blood that can cause a disease.
In publicly owned companies, a group of individuals who are elected by the
voting shareholders to monitor the behavior of top managers, therefore
protecting their rights as shareholders
Purchasing an insurance policy against the possibility that an employee will
steal.
Qualifications to perform a job that are judged reasonably necessary to
safely or adequately perform all tasks within the job.
Booking
Booking Pace
Bookkeeping
Bottom-up Selling
Method
Boutique Hotels
Box
Brand
Brand Proliferation
Brand Standard
Break-Even Point
Broadband
Communications
Broad Environment
Broker
Brownouts
Bucket Check
Budget
Buffering
Bundling
Business Definition
Business-format
Franchising
Business Plan
Business Traveler
Hotel jargon for making a confirmed sale. As in, "What is the current booking
volume for the month in the Food and Beverage department?" or "How many
out-of-state tour buses were booked into the hotel last month?"
Often shortened simply to Pace, this term refers to the amount of future
demand for rooms.
The process of initially recording financial transactions.
A selling approach that seeks to sell an entitys lowest priced items prior to
the sale of its higher priced items.
Sometimes called design hotels or lifestyle hotels, they differentiate
themselves from larger chain or branded hotels by their intense focus on the
physical space through the design of their facilities.
Reservation term that allows no reservations from either side of the boxed
dates to spill through.
The name of a hotel chain. Sometimes referred to as a "flag."
Over-saturation of the market with different brands.
A hotel service or feature that must be adopted by any property entering a
specific hotel brand's system. Used, for example, in, "The franchisor has
determined that 'free local telephone calls' will become a new brand standard
effective January 1st."
The point at which a firms revenues exactly equal its expenses (costs).
A communications network that allows for simultaneous transmission of
signals such as voice, data, or video.
Forms the context in which the firm and its operating environment exist,
including socio-cultural influences, global economic influences, political/legal
influences, and technological influences
An entity that, for a fee, lists (offers) hotels for sale on behalf of the hotels'
owners and solicits buyers for the hotels it lists. Used, for example, in, "I
know that hotel is listed with Joe Johnson, a broker with Mid-State Hotel
Brokers."
Partial loss of electricity.
Industry jargon for a systematic examination of guests folios to ensure the
accuracy of guest information. Bucket checks typically include rate
verification, credit monitoring, and confirmation of departure date and guest
room assignment.
It is a plan utilizing resources of all kinds, including cash, tools and materials,
and labor, to operate the hotel in its most effective manner.
Techniques designed to stabilize and predict environmental influences and
therefore soften the jolts that might otherwise be felt as the organization
interacts with members of its external environment
Combining individual products and/ or services into groupings that are sold
for a single price, usually lower than the sum of the prices charged if the
same included items were purchased individually.
A description of the business activities of a firm, based on its products and
services, markets, functions served, and resource conversion processes
A popular form of franchising in hospitality firms; this approach to franchising
involves a franchisor selling a way of doing business to its franchisees
A written document that details an owner/manager's strategy for operating a
hotel.
Those who travel primarily for business reasons (often on an expense
account to defray the reasonable travel costs that are incurred).
Buyout
C
Calibration
Call Accounting
Call Around
Call Brand Beverages
Cancellation
Cancellation Number
Cap Rate
Capital Expenditure
Capital Intensity
Capitalization Rate
Cardex
Career Ladder
Cash Advance
Voucher
Cash Voucher
Cash Bank
Cash Bars
Casino Hotel
Catering
Central Processing
Unit
Centralized Accounting
Centralized Electronic
Locking System
Central Reservation
System (CRS)
Schedule
Concierge
Concierge Level
Condominium Hotel
Conference Center
Confirmation Number
Conglomerate
Connecting Rooms
ConPAR
Consideration
Consumer Generated
Media
Consortia
Consortia Rate
Constrained Supply
Consumer Surplus
Contact Alarms
Continental Breakfast
Continuous Quality
Improvement (CQI)
Contract
Contribution Margin
Control Folio
Controller
Control Systems
Convention
Convention and
Visitors Bureau
Conversion
Conversion (WEB)
Conversion Rate
Copyright
Core Activities
Core Competency
Core Values
Corkage Fee
Corporate Culture
Corporate Guarantee
Corporate Rate
Correction Voucher
Cost Center
Systems used to measure and monitor firm activities and processes, as well
as motivate or encourage behaviors that are conducive to desired
organizational outcomes; the tools of strategy implementation.
Convention is a meeting of delegates for action on particular matters.
Participants called delegates. These may be matters of politics, trade,
science, technology, etc.
Structure: General sessions and supplementary smaller meetings, either with
or without exhibits.
An organization, generally funded by taxes levied on overnight hotel guests
that seek to increase the number of visitors to the area it represents.
Properly utilized, non-electronic distribution channels help reduce
commoditization. Also called the "CVB" for short.
The process of changing a hotel's flag from one franchisor to another. Also
known as "reflagging." For example, "We need a GM experienced in
managing a hotel conversion." As a noun: The term used to describe a hotel
that has changed its flag from one franchisor to another. For example, "Has
this hotel always been a (brand name), or is it a conversion?"
The proportion of web site visitors who actually make a guest room
purchase.
Percentage of site visitors that perform a particular action such as making a
purchase. For example: if a site receives 100 hits that result in two bookings,
the sites conversion rate is 2%.
Literally the right to copy an original creation and constitutes a set of
exclusive rights to the use of an idea or information.
The primary activities in a firms value chain; for a hotel, these activities
might include site development and construction (by local owner), marketing
and sales (by brand, regional office, and property), service delivery and
operations (i.e., check-in, check-out, and in-room services at property level
and by management company), service monitoring and post stay service
enhancement.
A resource or capability that meets the conditions of being valuable, unique,
non-substitutable, or difficult to imitate; if it can also be applied to more than
one business area, it is also called a capability.
The underlying philosophies that guide decisions and behavior in a firm; also
called organizational values.
A charge levied by a hotel when a guest brings a bottle (e.g., of a special
wine) to the hotel for consumption at a banquet function or in the hotels
dining room.
The generally accepted values and shared meanings that determine how
employees within an organization will act.
A type of reservation guarantee in which a corporation signs a contractual
agreement with the hotel to accept financial responsibility for may no-show
business travelers it sponsors.
This segment represented by business travelers that make up a large portion
of the traveling public. As this segment is paying among the highest rooms
rates the hotel will be able to achieve, thence catering their needs is very
important.
A voucher used to support the correction of a posting error which is rectified
before the close of business day it was made.
A hotel department that incurs costs in support of a revenue center. Two
Management
Cut-off Date
Cut-off Hours
CVB
D
Daily Function Board
Daily Operations
Report
Daily Transcript
Damages
Database
Data Mining
Data Processing
Day Rate
Day Shift
Day Use
D Card
Debit
Debit Card
Decentralized
Accounting
Deep Cleaning
Defibrillator
Delayed Check-In
Delegation
Demand
Demand Generator
Demand Drain
Demi Pension
Denial Code
Department
Departmentalization
Depreciation
Depressed Market
Design Hotel
Desk Clerk
Detained Property
Dialog Training
Differentiation
Differential Pricing
Direct Bill
Direct Channel
Direct Mail Letters
Discipline
Discrepancy Report
Disk Drive
Displace (Revenue)
Displacement Analysis
price.
An organization, entity, or location that creates a significant need for hotel
services. Examples in a community include large businesses, tourist sites,
sports teams, educational facilities, and manufacturing plants.
A circumstance that produces a significant decrease in business.
The French version of half board.
A code generated by an on-line credit card verification service, indicating that
the requested transaction has not been approved.
A department is a part of a larger organization with a specific responsibility.
Departmentalization is the process of grouping together people and jobs into
work units.
The part of a fixed asset's cost that is recognized as an expense in each
accounting period because it is assumed to have been "used up" during that
period.
The term used to describe a hotel market area where occupancy rates
and/or ADRs are far below their historic levels. Used, for example, in, "The
permanent closing of the military base in that town resulted in depressed
market conditions in the entire county."
See also Boutique Hotels.
The person who verifies guest reservations, registers guests, assigns rooms,
distributes keys, communicates with housekeeping staff, answers
telephones, gives information about and directions to local attractions,
accepts cash and gives change, and acts as liaison between the lodging
establishment and the guest as well as the community.
Personal property of a guest that is held by a hotel until payment is made for
the purchase of lawful products/services.
Teaching employees about what to say in conversations and/or how to
respond to common situations that occur on the job.
Requires the firm to distinguish its products or services on the basis of an
attribute such as higher quality, more innovative features, greater selection,
better service after sale, or more advertising.
The practice of a seller charging different prices to different buyers for the
same product or slightly different versions of the same product.
An arrangement whereby a guest is allowed to purchase hotel services and
products on credit terms.
A system of selling to consumers without the use of an intermediary.
Letters sent directly to individuals in a targeted market group in a marketing
effort.
Activities designed to reinforce desired performance (positive discipline) or to
correct undesired performance (negative discipline).
A daily comparison between the status of rooms as listed by the PMS at the
front office, and the status of rooms as listed by the housekeeping
department.
A piece of computer hardware, which writes data to and reads data from a
floppy disk or hard disk.
To substitute one source of revenue for another.
A structured examination of the relative merits of choosing among alternative
pieces of business for the purpose of identifying the piece that optimizes
revenue.
Display Screen
Distressed Market
Distribution Channel
Diversification
DNCO
DOSM
Double
Double Bed
Double-Double
Double-Entry
Bookkeeping
Double Occupancy
Ratio
Downsizing
Dram Shop Laws
Drop In
Duct
Due Back
Due Out
Duration Control
Duty of Care
E
Early Arrival
Early Check-In
Early Departure
Early Out
EBITDA
E-Commerce
Economy/Limited
Service
E-distribution Channel
E-Fridge
E.I.
E-Key
Electric Discharge
Lamp
Electronic Locking
System
Embezzlement
Emergency Key
Emergency Plan
Emergent Strategy
Employee Folio
Employee Handbook
Employee Stock
Ownership Plan
Employer-of-Choice
Employment
Agreement
Empowerment
End of Day
Energy Management
Engineering
Entrepreneur
Equity
Ethics
Europe(an) Plan
Evening Shift
Executive Floor
Executive
Housekeeper
Executive Operating
Committee (EOC)
Expatriate
Expected Arrival List
Expected Departure
List
Expenses
Express Check-Out
External Audit
External Environment
External Recruiting
External Storage
Device
E-Wholesaler
F
Fade Rate
Fair (Market) Share
Family Rate
FAM Tours or Trips
Fax (Facsimile)
F&B
Feasibility Study
Federal Trade
Commission (FTC)
Feedback Control
Feeder Market
FF&E
Fiduciary
First Tier
FIT
Five Forces (of
Industry Competition)
Fixed Costs
Fixed Labor Costs
Flag
Flash Report
sales, etc.).
A special room rate for parents and children in the same room.
Short for familiarization tours. Complimentary visits sponsored by the lodging
property that host representatives of travel organizations, bus associations,
social and nonprofit organizations, and local corporate traffic managers. In
Central & Eastern Europe is much in evidence as Study Tour.
A copier-like machine which transmits full-page documents over telephone
lines.
Shortened term for "food and beverage." Used, for example as in the
following: "Please let the F&B Director know about the changes the guest
has requested."
A determination that a proposed (hotel) development will (or will not) meet
the expectations of its investors. The study should include the estimated
market demand for the property, as well as its economic viability.
The FTC enforces federal antitrust and consumer protection laws. It also
seeks to ensure that the nation's business markets function competitively
and are free of undue restrictions caused by acts or practices that are unfair
or deceptive. [US]
Provides managers with information concerning outcomes from
organizational activities.
A geographic location that includes a significant number of travelers using a
hotels services.
The term used to refer to the furniture, fixtures, and equipment used by a
hotel to service its guests. FF&E Reserve Funds set aside by management
today for the future furniture, fixture, and equipment replacement needs of a
hotel.
A relationship based upon trust and the responsibility to act in the best
interest of another when performing tasks.
Management companies that operate hotels for owners using the
management company's trade name as the hotel brand. Hyatt, Hilton, and
Sheraton are examples.
(Free Independent Traveler our Foreign Independent Tour): A guest coming
to the hotel as an individual and not part of a group. (a traveler who is not
group affiliated)
Forces that largely determine the type and level of competition in an industry
and, ultimately, the industrys profit potential; they include customers,
suppliers, entry barriers, substitute products or services, and rivalry among
existing competitors.(Porters Five)
Fixed costs are expenses that have to be paid by a company, independent of
any business activity (such as occupancy). It is one of the two components of
the total cost of a good or service, along with variable cost.
The minimum number of labor hours and associated labor costs that are
required to operate the food service operation whenever it is open regardless
of the number, if any, of guests that are served.
A term used to refer to the specific brand with which a hotel may affiliate.
Examples of currently popular flags include brands such as Comfort Inns,
Holiday Inn Express, Ramada Inns, Hampton Inns, Residence Inns, Best
Western, and Hawthorn Suites. The hotels affiliated with a specific flag are
sometimes referred to as a chain.
Daily information provided to the GM that reports key financial information
from the previous day (often accumulated for the month and/or year-to-date
and compared to actual data from previous years).
Flat Organization Chart The collapse/combination of positions within an organization to reduce the
number of management layers in efforts to improve communication, increase
operating efficiencies, and reduce costs.
Flat Rate
Flat rate, refers to a pricing structure that charges a single fixed fee for a
service, regardless of usage. Rarely, it may refer to a rate that does not vary
with usage or time of use.
Flextime
A program of flexible work hours which allows employees to vary their times
of starting and ending work.
Float
The delay in payment from an account after using a credit card or personal
check.
Floor Attendant
See floor supervisor or inspector.
Floor Limit
A limit assigned to hotels by credit card companies indicating the maximum
amount in credit card charges the hotel is permitted to accept from a card
member without special authorization. In on-line surroundings its been
withdrawn from use.
Floor Supervisor
The individual(s) responsible for physically checking the room status of guest
rooms, as well as other tasks as assigned by the executive housekeeper.
Floppy Disk
An external storage medium for a computer. Also called a diskette.
Flow-Through
The relative change in profit dollars expressed as a percentage of the
change in revenue dollars.
FOC (Franchise
A franchise disclosure document that is prepared by a franchisor and then is
Offering Circular)
registered and filed with the state governmental agency responsible for
administering franchise relationships in that date.
Folio
The detailed list of a hotel guest's room charges, as well as other charges
authorized by the guest or legally imposed by the hotel.
Folio Tray
A bin used to store guest folios. In non-automated and semi-automated
properties, folios remain in the tray throughout occupancy, except when they
are used in posting transactions. Also called a folio bucket.
FOM
Short for front office manager.
Food and Beverage
The individual responsible for the operation of a hotel's F&B program(s).
Director
Foot-candle
A measure of illumination. One foot-candle equals one lumen per square
foot. (The European counterpart of the foot-candle is the Lux, a light intensity
of one lumen per square meter.)
Forecasting
Projecting room sales for a specific period.
Foreseeable (Legal
The concept that the liability of a party should be limited to acts that a
Concept)
reasonable would be able to predict or expect as the results of his or her
actions.
Foreclose
The process in which a lender terminates the borrower's interest in a
property after a loan is defaulted.
Franchise
An arrangement whereby one party (the brand) allows another (the hotel
owners) to use its logo, name, systems, and resources in exchange for a fee.
Franchise Agreement
The legal contract between the hotel's owners (the franchisee) and the brand
managers (the franchisor), which describes the duties and responsibilities of
each in the franchise relationship.
Franchisee
Those who own the hotel and buy the right to use the brand name for a fixed
period of time and at an agreed-upon price.
Franchisor
Fraud
Free-to-Guests
Fringe Benefits
Front Desk
Front Desk Agent
Front Office
Front Office
Accounting Formula
Front Office
Applications
Front Office Cashier
Front Office Cash
Sheet
Front Office Ledger
Front of The House
FSD (Franchise
Services Director)
Full-Service Hotel
Full-Service
Restaurants
Fully Automated
Function Room
Those who manage the brand and sell the right to use the brand name.
Purposeful deception (deceit) that results in legal injury to a person.
A service provided at no additional charge (beyond normal room rental
charges) to the hotel guest. Examples could include making local telephone
calls, access to premium cable television channels such as HBO or
Showtime, and use of the hotel's pool or workout facilities. (Ultimately, the
hotel must absorb the cost(s) of providing these services to guests, but
guests are not charged on a per usage basis. Therefore, the term does not
mean that the services that are provided are free to the hotel.)
Fringe Benefits are various non-wage compensations provided to employees
in addition to their normal wages or salaries. Examples of these benefits
include: housing (employer-provided or employer-paid), group insurance
health, dental, life etc.), disability income protection, retirement benefits,
daycare, tuition reimbursement, sick leave, vacation (paid and non-paid),
social security, profit sharing, funding of education, and other specialized
benefits.
The area within the hotel used for guest registration and payment.
A front office employee whose responsibilities centre on the registration
process, but also typically include preregistration activities, room status
coordination, and mail, message, and information requests.
A department of rooms division which is the most visible department in a
hotel, with the greatest amount of guest contact. Traditional front office
functions include reservations, registration, room and rate assignment, room
status, maintenance and settlement of guest accounts, and creation of guest
history records. Also, the physical location at which front-of-the house
activities are coordinated.
The formula used in posting transactions to front office accounts: Previous
balance+ Debits-Credits= Net outstanding balance.
Computer software designed for specific front office uses. Typical front office
applications include reservations, rooms management, guest accounting,
and general management modules.
A front office employee whose responsibilities centre on the guest
accounting cycle.
A form completed by front office cashiers which lists each receipt or
disbursement of cash during a work shift. It is used to reconcile actual cash
on hand with the transactions which occurred during the shift.
see Guest ledger.
The functional areas of the hotel in which employees have extensive guest
contact, such as food and beverage facilities and the front office.
The representative of a franchise hotel brand who interacts directly with the
franchised hotel's GMs.
A hotel is considered "full-service" when it provides guests with extensive
food and beverage products and services.
Restaurants that offer eatin service, expansive menus, and prices that
range from low to high; these restaurants are divided into three segments:
family, grill-buffet, and dinner houses.
A computer-based system of front office record keeping which eliminates the
need for many handwritten and machine-produced forms common in nonand semi-automated systems.
Public space such as meeting rooms, conference areas, and ballrooms
(which can frequently be subdivided into smaller spaces) that are available in
the hotel for banquet, meeting, or other group rental purposes.
Futon
Japanese sleeping arrangement made of many layers of cotton-quilted
batting that is rolled up when not in use.
Future Data
Data related to events that have yet to occur and will not be found in the
PMS. While this data is unknown, it can be estimated.
G
G
GAAPs
Short for Generally Accepted Accounting Principles.
Garni Hotel
Non-US designation for hotels without restaurant service, except for
continental breakfast. US equivalent is limited-service hotel.
Gateway
A term relating to a location (airport or hotel, for example) where there is
significant activity involving international travelers.
GDS
Short for Global Distribution System.
Generally Accepted
Standards and procedures that have been adopted by those responsible for
Accounting Principles
preparing business financial statements for the purpose of ensuring
uniformity.
General Ledger
The primary ledger that contains all of a hotels accounts and that is used to
create its income (profit and loss) statement.
General Management
A front office computer application, usually a report-generating package
Module
which depends on data collected through reservations, rooms management,
and guest accounting modules.
General Manager (GM) The traditional title used to identify the individual at a hotel property who is
responsible for final decision making regarding property-specific operating
policies and procedures. Also the leader of the hotel's management team.
Global Distribution
Referred to as the GDS for short, this system consists of the companies
System
(SABRE, Galileo, Apollo, Amadeus, and Worldspan) that connect hotels
offering rooms for sale with individuals and travel professionals worldwide
who will potentially purchase them.
Global Integration
The process through which a multinational organization integrates its
worldwide activities into a single world strategy through its network of
affiliates and alliances.
Globalization
The condition in which countries and communities within them throughout the
world are becoming increasingly interrelated.
Goal
A definition of the purpose of a department or division, which directs the
actions of employees and the functions of the department or division toward
a hotels mission.
GOP
Short for gross operating profit. This popular term is taken from a pre-1990
version of the Uniform System of Accounts for Hotels (USAH) published by
the New York Hotel Association. It refers to hotel revenue less those
expenses typically controlled at the property level. It is generally expressed
on the income statement and in the industry as both a dollar figure and
percent of total revenue.
GOPPAR
Total revenues less management-controllable operating expenses/ number
of available rooms.
Government Rate
A special room rate available at some hotels for government employees.
Grandmaster (Key)
One key that opens all guest rooms except those locked from within.
Grand Opening
An event held at a hotel that marks the "official" opening of that hotel. It can
be held several days or even weeks after the hotel actually opens and is
intended to market the hotel to its client base and the local community.
Graveyard
A work shift beginning about midnight.
Greens Fee
Group Contract
Group Coordinator
Group History
Group Rate
Group Sale
Group Sales
Guarantee
Guaranteed
Reservation
Guest
Guest Account
Guest Accounting
Module
Guest Check Average
Guest Cycle
Guest Folio
Guest Essentials
Guest Expendables
Guest History File
Guest Ledger
Guest Ledger Report
Guest Loan
Guest Relations
Manager
Guestroom Key
Guest Service Agent
H
Half Board
Half-Day Rate
Handicap Room
Hard Copy
Hardware
Head Table
Headquarter Hotel
Hideabed
High Balance Account
High Tea
Historical Data
Horizon
Horizontal
Communication
Hospitality
Hospitality Suites
Host Hotel
Hosted Bars
Hosted Events
Hot Spot
Hotel Broker
Hotel Chain
Hoteliers
House Account
House Brand
Beverages
House Count
Housekeeping
Housekeeping Status
Housekeeping Status
Report
House Limit
Houseman
House Person
House Phone
House Use
House/Convention
Bureau
HR
Hubbart Formula
Human Relations
Human Resource
Management
HVAC
I
Ideal Average Rate
Identity Theft
IDS
Impact Study
In Balance
Incandescent Lamp
transmission
A person who sells hotel room prize packages to corporations, sweepstakes
promoters, game shows, and other sponsors.
A group of hotels with the same brand name.
Those who work in the hotel business.
An account whose entries are assessed to another hotel entity.
Alcoholic beverages that are sold by type (scotch, gin, etc.) rather than by
brand name and that are served when a call brand beverage is not
requested. Sometimes referred to as "Well" brands.
An estimate of the number of guests staying in a hotel on a given day.
The department within the rooms division which inspects rooms for sale,
cleans occupied and vacated rooms, and coordinates room status with the
front office. In some hotels, the housekeeping function is considered an
independent hotel division.
See as Room Status.
A report prepared by the housekeeping department which indicates the
current housekeeping status of each room, based on physical check.
A credit limit established by the hotel.
See House Person.
The individual responsible for the cleaning of public spaces (the house). Also
sometimes referred to as a PA (public area cleaner) or porter.
A publicly located telephone within the hotel used to call the front desk, or in
some cases, the front desk and guest rooms.
A room status term indicating that the room is being used by someone on the
hotel staff at no charge.
A reservations office which coordinates room requirements at several hotels
for large conventions.
Short for human resources.
A method used to compute room rates that consider such factors as
operating expenses, desired return on investment, and income from various
departments in the hotel. Named after Mr.Hubbard a former hotel owner in
Chicago (in the 40s).
Skills needed to understand and effectively interact with other people.
Support activities of the value chain associated with human-based activities
such as recruiting, hiring, training, and compensation.
A shorthand term for "heating, ventilating, and air conditioning."
I
A rooms statistics which indicates the point at which rooms are sold at the
best rate for the type of guests accommodated by a property.
A crime that occurs when someone obtains and uses another individuals
personal information to commit fraud and/or theft.
Short for Internet Distribution System.
An in-depth evaluation of the effect on occupancy percent and ADR that a
new hotel in a given market will have on an existing hotel(s) in that same
market.
A term used to describe the state when the totals of debit amounts and credit
amounts for a set of accounts are equal.
A lamp in which a filament inside the lamp's bulb is heated by electrical
current to produce light.
Incentive Rate
A special room rate for guests in affiliated travel and tourism organizations
because of the potential referral business they can generate for the hotel.
Incentive Travel
Travel financed by a business as an employee incentive.
Incident Report
A document prepared to record the details of an accident, injury, or
disturbance, and the hotel's response to it.
Inclusive
A single price that includes all charges.
Income
This is net earnings after all expenses for an accounting period are
subtracted from all revenues recognized during that period.
Income Statement
See statement of income.
Indemnification
To reimburse someone for a loss that has been incurred.
Independent Hotel
A hotel with no ownership or management affiliation with other properties.
Indirect Channel
A system of selling to consumers utilizing one or more intermediaries.
Indirect Cost
A cost that is not easily assigned to a specific operating unit or department.
Induction
The process of informing new employees about matters related to the
department in which they will work.
Information Book
A collection of information kept at the front desk for front desk agents to use
in responding to guests requests, including simplified maps of the area, taxi
and airline company telephone numbers, bank, theatre, church, and store
locations, and special event schedules.
Information Rack
An alphabetical index of registered guests used in routing, telephone calls,
mail, messages, and visitor inquiries. The information rack normally consists
of aluminum slots designed to hold information rack slips.
Information Rack Slip
A slip containing a guests name, room number, room rate, and departure
date.
Innovation
A new idea, a recombination of old ideas, or a unique approach that is
perceived as new by the individuals involved; innovation is the combination
of both invention and commercialization.
Input/output Unit
A piece of computer hardware which allows a user to interact with the
computer system. Input/output units include keyboards, display screens, and
printers.
In-Room Beverage
A system which dispenses beverages within a guestroom, monitors sales
Service System
transactions, and determines inventory replenishments quantities. Two
popular systems are non-automated honor bars and microprocessor-based
vending machines.
In-Room Folio Review A system which allows guests to use in-room computers to access guest
and Check-Out
folio data and approve and settle their accounts.
In-Room Movie System A system which provides guestroom entertainment through a dedicated
television pay channel. Automatic posting of charges to the appropriate guest
folio may be possible.
Inspector (Inspectress) The individual(s) responsible for physically checking the room status of guest
rooms, as well as other tasks as assigned by the executive housekeeper.
See also as floor attendant, or floor-supervisor.
Institutional Food
Those food services provided by health care, educational, military, religious,
Service Operation
and numerous other organizations whose primary reason for existence is not
(Noncommercial)
to generate a profit from the sale of food/beverage products but rather is to
support another organizational purpose.
Intangible Benefit
Lacking material qualities, not able to be touched or seen, but nonetheless
perceived.
Intangible Resources
Organizational assets that are difficult to quantify, such as knowledge, skills,
Integrated Software
Interface Applications
Interfaced
Intermediary
Internal Alarms
Internal Audit
Internal Control
Internal Recruiting
Internet Distribution
System
Intersell Agency
Interstate Commerce
Interview Evaluation
Form
Intrapreneurship
J
Job Breakdown
Job Description
Job List
Job Sharing
Job Specification
Joining Rooms
Joint Venture
Journal Form
Judgment
Junior Suite
K
KAM
Key Account
Management
Keycards
Key Fob
Key Performance
Indicator
Key Rack
King
King Bed
Knowledge Economy
L
LAN
Lanai
LAR
Late Arrival
Late Charge
Late Check-Out
Late Check-Out Fee
Laundry Par Levels
Law of Demand
Law of Supply
Lawsuit
Lead
Lead Time
Leadership
Leadership Style
Least-Cost Routing
Ledger
Leisure Traveler
Length-of-Stay
Letter of Confirmation
Leverage
Liabilities
Liable
Light Baggage
Limited Partnership
Limited-Service Hotel
Lien (The Right of)
Line Departments
Line-Level
Linen
Link
Link Strategy
Liquidity
Litigation
Lobby Foodservices
Lock-Out
Log Book
LOS
Lost Property
Lost and Found
Procedures
Low Balling
A feature of an active call accounting system that directs calls over the least
costly available line, regardless of carrier.
A grouping of account.
Those who travel primarily for personal reasons; these guests use private
funds for travel expenses and are often sensitive to the prices charged.
The number of nights a hotels individual guests use their rooms. (LOS)
A letter sent to a guest to verify that a reservation has been made and that its
specifications are accurate.
The use of borrowed funds to increase purchasing power.
Debts owed by a business.
Legally bound to compensate for loss or injury.
Insufficient luggage in quantity or quality on which to extend credit; the guest
pays in advance.
A business form in which the partners management responsibility and legal
liability are limited.
A lodging property that offers no or very limited food services; sometimes a
complimentary breakfast is served, but there is no table service restaurant
see also Economy (Service) or Garni Hotel.
The legal right of one party to retain or sell the property of another as
security for or payment of a lawful claim of charges.
Hotel divisions that are in the "chain of command" and are directly
responsible for revenues (such as front office and food/beverage) or for
property operations (such as housekeeping and maintenance and
engineering).
Those employees whose jobs are considered entry level or non- supervisory.
These are typically positions where the employee is paid an hourly (rather
than salary) compensation. Examples include positions such as guest
service agents, room attendants, and food and beverage servers.
A generic term for the guest room sheets and pillowcases and tablecloths
and napkins washed and dried in the laundry area.
A relationship between two Web sites. When Web site users select a link at
one site, they are taken to another Web site address. An external link leads
to a Web page other than the current one; an internal link leads elsewhere
on the current page.
The identification and linking of complimentary sites (especially high-traffic
sites) that improve the hotels SERP ranking in response to a keyword query.
A measure of a firms ability to pay short-term obligations.
The process of suing someone for damages caused by a wrongful act.
A term describing the food services offered by many limited-service hotels.
A room status term indicating that the room has been locked so that the
guest cannot re-enter until he or she is cleared by a hotel official.
A journal in which important front office events and decisions are recorded
for reference during subsequent shifts.
Short for Length-of-Stay.
Personal property that has been unintentionally placed somewhere and is
then forgotten about by the rightful owner.
All items found in a lodging property to be deposited and controlled by the
housekeeping department.
Developing forecasts that are unrealistically conservative (low) for the
Master Folio
Master Key
Material Safety Data
Sheet (MSDS)
M-Commerce
Mentor
Merchant Model
Merchant Service
Provider
Merger
MICE
Microcomputer
Micro-Fitted Electronic
Locking System
Mid-Range Service
Minibar(s)
Minimum ADR Sales
Point Formula
Minimum Length of
Stay
Minimum Wage
Mini-Suite
MLOS
MOD
Modified American
Plan (MAP)
Moments of Truth
Monopoly
Moonlighter
Mortgage
Motel
Motivation
MTD
Multiple Occupancy
Statistics
N
Negotiated Rate
Net ADR Yield
bedroom separate from the parlor or living room. Also called junior suite.
The average number of minutes required to clean a guest room. Determined
by the following computation: total number of minutes worked by room
attendants/total number of guest rooms cleaned = minutes per room.
Personal property that has been purposefully placed somewhere but is then
forgotten about by the rightful owner.
The unique purpose that sets a hotel apart from other hotels. A mission
expresses the underlying philosophy that gives meaning and direction to the
hotels actions, and addresses the interests of guests, management and
employees.
Short for Minimum Length of Stay
The short form of Manager on Duty. The individual on the hotel property
responsible for making any management decisions required during the
period he or she is MOD.
A billing arrangement under which the daily rate includes charges for the
guestroom and two meals typically breakfast and dinner. See also halfboard or demi-pension.
Any (and every) time that a guest has an opportunity to form an impression
about the hotel. Moments of truth can be positive or negative.
An industry in which one firm is the only significant provider of a good or
service.
A person who holds a full-time job at one organization and a part-time job at
another organization.
A legal document that specifies an amount of money a lender will lend for the
purchase of a real estate asset (hotel), as well as the terms for the loan's
repayment.
A lodging facility that caters primarily to guests arriving by automobile.
An inner drive that a person has to attain a goal.
Short for Month-to-Date.
Occupancy ratios, indicating either a multiple occupancy percentage or the
average number of guests per room sold, used to forecast food and
beverage ratios, indicate clean linen requirements, and analyze average
daily room rates.
N
An agreement to provide a select group of travelers, subject to availability,
rooms at and agreed on and discounted rate. The discounted rate is in effect
for the term of the negotiated rate agreement.
Net ADR Yield is the percentage of the normal or standard room rate that is
actually realized by a hotel after subtracting from the selling price the cost of
fees and assessments associated with the specific distribution channel
responsible for a rooms sale.
The amounts of cash and checks in the cashiers drawer, minus the amount
of the initial cash bank.
The income before interest and taxes found on a restaurant or hotel income
statement. (NOI)
Net operating profit represents the profitability of a company after accounting
for cost of goods sold and operating expenses. (NOP)
The amount per room actually received by a hotel when selling its rooms
through an intermediary. Also referred to as wholesale rate.
Networking
Occupancy Rate
Occupancy Ratio
Occupancy Report
Occupancy Tax
Occupied
Offer
Offshoring
Off-the-Shelf
Off-the-Street
Oligopoly
On-Change
On-Line
On-the-Books
On-the-Job Training
O-O-O
Opaque Model
Open
Operating Costs
Operations
OPL
Opt-Out
Organization Chart
Organizational Culture
Organizational Ethics
Orientation
OSHA
OTA
Other Revenue
Out-of-Balance
Out-of-Order
Outsourcing
Over
Overage
Over and Short
Overbooking
Overbuilt
Overflow Facility
Overhead cost
Overstay
Overtime
Owner/Manager
Structure
Owners Equity
P
Pace Report
P&L
Package
Patent
Payroll Accounting
Module
PBX
Peak Night
Penthouse
Per Key
Petty Cash
Petty Cash Control
Phishing
PIA
Pickup
Pick-Up Error
Pilferage
PIP
marketing department.
Short for the profit and loss statement, also a synonym for the income and
expense statement. The P&L records total hotel revenues and expenses for
a specific time period.
A group of hospitality services (such as hotel rooms, meals and airfare) sold
for one price. For example, a Valentine's Day getaway package to Las Vegas
offered by a T.A. might include airfare, lodging, meals, and show tickets for
two people at one inclusive price.
Special rate for a room as part of a combination of events or activities.
Cash disbursed by the hotel on behalf of a guest and charged to the guest
account as a cash advance.
Inventory levels of recycled items are measured in par numbers. Mostly
linen. Par means the standard number of inventoried item that must be on
hand to support daily, routine housekeeping operations. One par is also
referred to as a house setup.
A property which is owned and operated by a multiple-unit company. Parent
company hotels often carry the same name, and their managers report to a
central or corporate headquarters. The parent company typically establishes
standard operating procedures.
Legal protection that prevents other companies from using a firms
innovation.
A back office computer application which processes such data as time and
attendance records, pay distribution, and tax withholdings.
(Short form of Private Branch Exchange) The system within the hotel used to
process incoming, internal, and outgoing telephone calls. In other words: A
hotels telephone switchboard equipment. Also, the telephone switchboard
department or function.
The night when the most guest rooms for a group are sold.
Accommodations, usually suites, located on the top floor(s) of the hotel.
A term used to describe the cost of a hotel acquisition based on the number
of rooms (keys) purchased. Its value comes in allowing comparison between
hotels of unequal size (number of rooms).
A small amount of cash available on-site that is not co-mingled with cash
banks for revenue centers and is used to make small, miscellaneous
purchases.
A technique controlling petty cash disbursements by which a special small
cash fund is used for minor cash payments and periodically reimbursed.
A play on the word "fishing" - is an attempt to steal clients password and
private account info. Phishers can set up fake web sites that look like those
of trusted companies like Yahoo!
(Short form for Paid in Advance) A guest who pays his or her room charges
in cash during registration. PIA guests are often denied in-house credit.
The actual number of rooms used by a client in a defined time period. Or The proportion of previously reserved rooms that are ultimately occupied.
En error on a posting machine which occurs when the user enters an
incorrect previous balance in the process of posting.
Petty theft of small, less than full package (case) amounts from inventory.
Short form of Product Improvement Plan. A document detailing the property
upgrades and replacements that will be required if a hotel is to be accepted
as one of a specific brand's franchised properties. Used, for example, in, "We
Price Band
Price Fence
Push Marketing
Reference Price
Referral Group
Referral Site
Reflag
Refurbishment
Refusal Report
Registration
Registration Card
(RegCard)
Registration Record
REIT
Remote Printer
Renovation
Repeat Business
Replace as Needed
Reputation
Reservation
Reservation
Confirmation
Reservation
Confirmation Number
Reservation File
Reservation Inquiry
Reservation Racks
Reservation Record
Reservation Agent
Reservations Control
Book
Reservations History
Reservations Module
Reservation Status
Reservations Wall
Chart
Reservation
Transaction Report
Resident Manager
Residential Hotel
Resort Hotel
Resources
Restoration
Retained Earnings
Retention (Employee)
Retrenchment
Revenue
Revenue Center
Revenue Forecast
Report
Revenue Management
Revenue Manager
Room Code
Rooming
Rooming List
Room Mix
Room Night
Room Rack
Room Rack Slip
Room Rate
Room Rate Economics
Room Rate Change
Room Revenue and
Count Report
Rooms Division
Rooms Division
Manager
Rooms Ledger
Rooms Management
Module
Room Service
Room Status
Room Status
Discrepancy
Room Status Report
Room Type
Run-of-the-House Rate A special group rate generally midpoint of the rack rate with a single, flat
price applying to any room, suites excepted, on a best available basis (rack
rates on the best available basis) ROH
Ryokan
Traditional Japanese inn.
S
S
Ss
(Long list of tourists) Ss = Sun, sea, sand, surf, snow and sex.
Safety
Protection of an individual's physical well-being and health.
Safety and Security
An interdepartmental task force consisting of hotel managers, supervisors
Committee
and hourly employees charged with the responsibility of monitoring and
refining a hotel's safety and security efforts.
Salary
Pay calculated at a weekly, monthly, or annual rate rather than at an hourly
rate.
Sales and Marketing
The group of individuals responsible for coordinating the hotel's sales and
Committee
marketing effort.
Sales Call
A meeting arranged for the purpose of selling the hotel's products and
services.
Sales Mix Ratio
The sales mix ratio is the acceptable percentage of transient (individual)
business in relation to group business.
Salesman-type Culture These firms are excellent marketers who create successful brand names and
distribution channels and pursue aggressive advertising and innovative
packaging.
Salon
European designation for parlor.
SBA
Short for the United States Small Business Administration. Established in
1953, the SBA provides financial, technical and management assistance to
help Americans start, run, and expand their businesses. The SBA is the
nation's largest single financial backer of small businesses.
S Corporation
Formerly called the Subchapter S corporation, this corporate form allows tax
advantages in the United States that are similar to those associated with a
partnership (US).
Schedule
A departmental income statement referenced on the hotels statement of
income.
Search Engine
An Internet searching tool that uses categories and classifications or
spidering and crawling techniques to find the information the user is looking
for.
Search Engine Result
The listing of Web pages returned by a search engine in response to a
Page
keyword query (SERP)
Seasonal Hotel
A hotel whose revenue and expenditures vary greatly depending on the time
(season) of the year the hotel is operating. Examples include hotels near ski
resorts, beaches, theme parks, some tourist areas, sporting venues, and the
like.
Second-Party Check
A check made out to the person presenting the check.
Second Tier
Management companies that operate hotels for owners who have entered
into an agreement to use one of a franchisor's flags as the hotel brand.
American General Hospitality, Summit Hotel Management, and Winegardner
and Hammons, Inc. are examples.
Security
Protection of an individual or business's property or assets.
Security Monitor
A closed-circuit television monitor which allows front office employees to
monitor security and safety throughout the hotel from central location.
Segmentation
A subgroup of people or organizations that share characteristics in common.
Selection
Self Check-In Process
Self Check-In/ Checkout Terminal
Self Check-Out
Self Registration
Sell-out
Sell Up
Semi-Automated
Semi-Permanent Folio
SEO
SERP
Service
Service Bureau
Service Charges
Servicemark
Service Recovery
Serving
Settlement (Account)
Short
Shortage
Shoulder Period or
Season
Sign-In/Sign-Out
Program
Single
Single Bed
Site Tour or
Site Inspection
Six Sigma
Skip
Skipper
Sleeper
Sleep-Out
Slide
Smart Card
SMERF
Social Responsibility
SOF
Soft Copy
Software
Solvency
Source of Business
Source Reduction
SPALT
Spam
Span of Control
Statement of CashFlows
Statement of Income
Stay Control
Stay-over
Stay Restrictions
Strategy
Strategic Leadership
Strategic Management
Strategic Pricing
Studio
Subcontracting
Suite
Suite Hotel
Supplemental
Transcript
Transactional
Accounting system
Transactional
Documentation
Transfer Voucher
Turnaround Time
Turn-Away Report
Turn-Downs
Turnover Rate
Turn(table)
Twin
Twin Bed
Twin-Double
Two-Tiered Price
U
Understay
Unemployment Claim
Unemployment
Insurance
Unemployment Rate
Uniformed Service
Uniform System of
Accounts for Hotels
Unity of Command
Universal Process of
Management
Upgrade
Upselling
Upside Potential
USALI
Utilitarian Perspective
V
Vacancy
Vacant and Ready
Valet
Value Chain
Venture Capitalists
Vertical
Communication
VIP Guests
VIP List
Viral Marketing
Vision
Vision Statement
Visionary Leadership
Voucher
Voucher Rack
W
Wage
Wake-up Device
Walk
Walked
Walk- In
Walk-through
Wi-Fi
Wi-Fi Certified
Window
Word-of-Mouth
Advertising
Work Order
World-Class Service
Write
X Report
Yield Management
YTD
Z Report
Zero Defects
Zero Out
Zero Tolerance