In other words, sorting is governed construction and the amount and kind of soil. Your price quote is valid for 14 days, please note no rooms are reserved for your group until the booking … Many hotels use duvets with a decorative duvet cover in lieu of both blankets and bedspread. Cross-functional team – A team of individuals from different organizational units or functions that solves problems and develops solution effecting the organization as a system. Floatels – Hotel establishments being operated on large water bodies such as seas and lakes. Global Distribution System ( GDS ) – Distributor of hotel rooms to corporations such as travel agents that buy rooms in large volume. Check Out – The process by which a guest settles their bill and hands back any key/keycards. Room Only – A rate for the room only, no extras included. Hotel representative – A member of the marketing and sales department of the hotel who actively seeks out group activities planner. GDS – Global Distribution System. Timeshares – vacation interval hotels. A friendly smile and a warm greeting make a great start. Defection rate – A measure of guest dissatisfaction, expresses as a  percentage of guest lost to competitors because of service related problems. 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. Please also check Housekeeping Terminology 1. For example; wash basin, baths and lighting fixtures. Agenda – A written plan for a meeting that indicates the date, time, and place for the meeting and the issues to be addressed. making a reservation — Guests will ask to make a reservation (book a room) when they’d like to stay in the hotel. Often they'll pay a higher rate (even Rack Rate) accordingly. Interfacing – The ability of computers to communicate electronically and share data. Rack Rate – The standard or default rate for a room, before any discounts (for example, advance purchase discounts) are applied. in advance. Sam Weston is a Senior Account Manager at Occupancy Marketing, an internet marketing agency for the travel and tourism sector. For updates, as we add to the glossary, click  on Hotel Jargon Buster on Hotelspeak.com. Only a grandmaster key or an emergency key can open it. Not every room status will occur for each and every guest during their stay at the hotel . ZIP or Postal Code – An individual local postal designation assigned by a country. Posting – The process of debiting and crediting charges and payments to a guest folio. 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. Ergonomics – The study of how people relate psychologically to machines. Common GDS include Sabre, Galileo and Amadeus. 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.). Condominiums – hotels similar to timeshare hotels. Machine. Referral reservation service – A service offered by a management company of a chain of hotels to franchisee members. This might be via telephone, website, email etc. Following are the most popular reservation systems − For example; ironing board. Daily sales report – A financial activity report produced by a department in a hotel that reflects daily sales activities with accompanying cash register tapes or point-of-sales audit tapes. Manager’s report – A listing of occupancy statistics from the previous day, such as occupancy percentage, yield percentage, average daily rate, Rev PAR, and number of guests. MCI – Meetings, Conventions and Incentives. Account payable – Financial obligations the hotel owes to private and government-related agencies and vendors. Cash bank – A specific amount of paper money and coins issued to a cashier to be used for making change. Buff – To smooth the floor with a low speed floor polishing. Land arrangements – All non-flying reservations upon arrival such as car rental, hotel, and tourist reservations. 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. Don't worry, you're not alone. Gate pass – An authorization given to an employee to take guest or hotel property out of the hotel. MICE – Meeting, incentives, conventions, exhibitions. Swab cloth – A soft, absorbent cleaning cloth used for wet cleaning work, such as for wash basin, baths, and so on. This allows guests to reserve rooms in a way that is convenient for them via social media. 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. Par level – The standard number of each inventoried item that must be in hand to support daily, routine housekeeping operations. Certain hotels cater specially to the MICE customer. Spotted something Sam's missed? ), BAR – Best Available Rates (typically rates that are the ‘best available' at the time of booking, often these are short lead bookings). E.g no restaurant services is available. Independent Hotel/Property – An individual hotel that isn't part of a chain/group. For example, an occupancy rate of 90%, an ADR of X etc. Separate rules apply for group reservations over 10 persons. VisitScotland – Tourist board for Scotland. 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. Data sorts – Report option in a PMS that indicate groupings of information. Floor limit – A dollar amount set by the credit card agency that allows for a maximum amount of guest charges. Business affiliation – Chain or independent ownership of hotels. Process consultation – A process for resolving conflict that emphasizes understanding the attitudes the conflicting parties hold toward one another. 9. 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 ). Group rate – Room rate offered to large groups of people visiting the hotel for a common reason. Owner may also have the unit rented out by the management company that operates the hotel. 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. Reservation definition is - an act of reserving something: such as. Stain – A spot or discoloration left on fabrics from contact with and absorption of foreign substances. EcoTourism – socially responsible travel. 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. Military and Educational rate – Room rate established for military personnel and educators. Handle with care ( HWC ) guest – Guest who may have had some unpleasant experiences in the hotel or had some complaints, genuine or otherwise, are labeled as “ handle with care “ guest by the hotel for the reminder of their stay or future sojourn. All rates are subject to … RFP – Request For Proposal. Upsell – To encourage a customer to consider buying a higher priced product or service than originally anticipated. Yield – Hotel's profit margin when a room is sold (less any commissions etc.). Goal Setting – A process in which objectives are created to improve one’s work performance or personal skills. Lanai – A room overlooking a landscaped area, a scenic view, a water body or garden. Inventory – Stock or merchandise, operating supplies, and other items held for future use in a hotel. Group Rates – Negotiated rates (usually discounted against standard rates) for group travel. The various terms defined are typical of the room status terminology of the lodging industry. Welcoming Guests. Policy and procedure manual – Publication that provides an outline of how the specific duties of each job are to be performed. Refers to restaurant and bar business. Float – The delay in payment from an account after using a credit card or personal check. Dutch wife – Another term for the sewing kit provided as a guest amenity. Chain of command – A series of management position in order of authority . The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, special … FF&E – Furniture, Furnishings and Equipment. Day Guests – Guests that arrive and depart the same day. Crisis management – maintaining control of an emergency situation. Wi-fi – Wireless fidelity. It also gives the guest the first impression of the hotel.Reservations involve activities which do not take place in front of the guests. 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. Business Guest/Traveller – Those travelling for business. Loyalty Programme – A rewards programme for those that stay at the hotel regularly. Second in command after the Head Chef. ; LDW - loss damage waiver – Supplementary car rental insurance that covers theft, vandalism, and accident damage. Key drawer – A drawer located underneath the counter of the front desk that holds room keys in slots in numerical order. Guest histories – Detail concerning the guest’ visits, such as ZIP code, frequent of visits, corporate affiliation or special needs. VisitEngland – Tourist board for England. Crib – Cot for babies, provided to guests on request. Conference call – A conversation in which three or more persons are linked by telephone. Call accounting – A computerized system that allows for automatic tracking and posting of outgoing guest room calls. Par System – A level of inventory established that provides adequately for service. Business and career success requires continual learning, from the latest trends, insights, and news to online education from line staff to the executive level. This handy A to Z hotel jargon buster will help get you up to speed with the language of the hospitality industry. Pre-opening budgets also include the initial costs of employees’ salaries and wages, supplies, crockery, cutlery and other such items. Hard water – Water that contains more than 60 ppm ( part per million ) of calcium and/or magnesium is called hard water. Bottom up – A sales method that involves presenting the lest expensive rate first. Driving force – A force that tends to encourage change in a particular direction. Restraining force – A force that tends to keep a situation from changing in a particular direction. The entire front office activities start the moment a… Blocking procedure – Process of reserving a room on a specific day. This is an amenity provided nowadays by world class hotels. Flowchart – An analysis of the delivery of a particular product or service. Yield – The percentage of income that could be secured if 100 percent of available rooms are sold at their full rack rate. 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. Alternatively, it is possible to re-send the confirmation email by going to reservation details. Chain – A group of hotels that follow standard operating procedures such as marketing, reservations, quality of service, food and beverage operations, housekeeping and accounting. These are the hotel switchboard operators who answer calls and connect them to the appropriate extensions. Stock taking is also termed “ conducting inventory “. If the need arises, the beds can be bridged together to make it appear a single bed. Room Inventory – the volume of rooms available to be sold. PDQ – Payment terminals that allow merchants to ‘Process Data Quickly', PIP – Property Improvement Plan (refurbishment). Commonly automated to include pre and post stay elements, along with loyalty programmes etc. Check In – The process by which a guests registers their arrival at a hotel and receives their key/keycards. Controller – The internal accountant for the hotel. The terms and conditions below apply for reservations made by an individual, private person unless a special agreement has been made. These involve individuals purchasing the ownership of accommodations for a specific period of time, usually one or two weeks a year. Marquee – The curbside message board, which includes the logo of the hotel and space for a message. As a hotel receptionist, your job isn’t only to greet guests but also to make them feel welcome. Reservations leads to reserving of a particular type of room for a particular guest for a given period of time. Networking – The practice of developing personal connections with friends, acquaintance, colleagues, associates, teacher, counselor and others. Folio – A guest’s record of charges and payment. Distance learning – learning that takes place via satellite broadcasts, Picture Tel, or online computer interaction. Duvet – Quilts filled with down feather or synthetic fibres. 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. ; Layover – The period of time spent between connecting flights. Please also check another Housekeeping Terminology 2. Job description – A listing of required duties to be performed by an employee in a particular job. Blocking on the horizon – Reserving guest rooms in the distant future. hotel reservations terms and conditions The following terms and conditions and any other applicable specific terms and conditions relevant to the hotel room type or hotel offer package (“Terms and Conditions”) shall apply to your hotel room bookings, and shall form a legal agreement between Marina Bay Sands Pte. Photo courtesy of 準建築人手札網站 Forgemind ArchiMedi. F&B (or F and B) – Food and Beverage. The prices indicated on the SLH website and telephone facility for … Make up – servicing of the room while a guest is registered in the room. Contact us today to build your career, grow your team and your business. Hotel Prices. Hospitality – The cordial and generous reception and entertainment of guests or strangers, either socially or commercially. Key fob – A decorative and descriptive plastic or metal tag attached to a hard key. E.g) 6 pax would be 6 people/passengers. To ask that a service or product is available only for you at a particular … Also called the “American Plan.” Amenity – Any item or service included in a hotel room at the standard cost. European plan – A rate that quotes room charge only. “ SWOT” stands for Strengths, Weakness, Opportunity and Threats. OTA – Online Travel Agent/Agency. Corporate rates – Room rate offered to corporate clients staying in the hotel. For example, an occupancy rate of 95% would mean that 95% of a hotels room inventory is presently occupied. For example; linen, cleaning supplies and so on, are important housekeeping inventories. NS (or No Show) – A guest who doesn't show up, despite having a reservation. Occupancy percentage – The number of rooms sold devided by the number of rooms available. Continental breakfast – Juice , fruit, sweet roll and/or cereal. Bank card – credit cards issued by banks, examples of which include Visa, MasterCard, JCB. A target against which success can be measured. Cover – Refers to diners within a restaurant. 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. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). This segment is now a big revenue generator for the hotels. A 3rd party who often sells a hotels room inventory on their behalf (and is paid a commission for any bookings referred) Examples of some of the main OTA's include Expedia, Booking.com, Hotels.com etc. House count – The number of persons registered in a hotel on a specific night. Mass marketing – Advertising products and service through mass communications such as television, radio, and internet. Yield Management – The practice of raising or lowering prices based on demand. CRM – Customer Relationship Management. Credit balance – Amounts of money a hotel owes guests in future services. Hand caddy – A portable container for storing and transporting cleaning supplies, carried on a room maid’s cart. DDR – Day/Daily Delegate Rate (per person rate for conference room hire, refreshments, catering etc.). Bath linen – Include bath towels, hand towels, face towels, washcloths and fabric bath mats. Capital budgets – These allocate the use of capital assets that have a life span considerably in excess of one year, these are assets that are not normally used up in day to day operations. Computer supplies – Paper, forms, ribbons, ink cartridges needed to operate the system. Cycle of service – The progression of a guest’s request for products and service through a hotel’s department. Sustainable Tourism – Generally refers to environmentally conscious hoteliers/guests. They are sometimes referred to as comforters. Units in condominium hotels have only one owner instead of multiple owners, each for a limited amount of time each year. 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. Force field analysis – A planning technique that helps you identify and visualize the relationships of significant forces that influence a situation, problem or goal. Front of the house – The functional areas of the hotel in which employees have extensive guest contact, such as food and beverage outlets and front office areas. Supportive communication style – A communication style that combines high sociability with low dominance, characterized by sensitivity , patience and preference for informal interactions. Cancellation code – A sequential series of alphanumeric combinations that provide the guest with a reference for a cancellation of a guaranteed reservation. Behavior-based interviewing – A technique used by interviewers to determine how applicants have behaved under specific circumstances in the past. Soft water – Water in which the level of dissolved calcium and/or magnesium is below 60 ppm. An extension of front desk that deals with personalized guest services. CRS – Central/Computerised Reservations System. Forming – The first stage of team development, characterized by cautions, limited member participation, dependence on the leader and low productivity. REFERRAL GROUPS:- Groups such as UTELL and LHW provide business to their member hotels. Sleeper – A room status means that the guest has settle his/her account and left the hotel but the front office staff have failed to update the room status. Flow analysis processes – The preparation of a schematic drawing of the operations included in a particular function. Productivity standards – The quantity of work expected to be completed by each department employee. Room status report – A report that allows the housekeeping department to identify the occupancy or condition of the property’s rooms. Paid in advance ( PIA ) – Guest who paid cash at check in. The Xotels Glossary clarifies hotel and revenue management terminology. Customer relationship management – A system that allows hotel managers to integrate technology to support customer service techniques that provide top-notch customer service. of Guests”. Member interaction becomes confrontational and productivity remains low. Domestic Travellers/Tourism – Residents that travel within their own country. Laissez faire – A style of leadership where a leader believes in delegating assignments and important task to others in the team. Point of sale – An outlet in the hotel that generates income such as a restaurant, gift shop, spa etc. Dry Cleaning – The cleaning of fabrics in a substantially non-aqueous liquid medium. Mini bar – A fixture in modern guestrooms, this is a miniature refrigerator stocked with juices, liquor, and snack for the convenience of guests. E.g) A hotel restaurant achieved 30 covers (30 people dined). 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. Motels – Hotels that are located primarily on highways. Performance standards – The quality level that employees’ performance is required to meet. A reservation system used to maintain hotel information, rates, and inventory status. 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. C&B (or C and B) – Conference and Banqueting. The extranet is the "back end" of a hotel sales website that allows the hotels to log in to enter … Operating supplies – The items essential to day-to- day housekeeping operations, including guest supplies and cleaning supplies. Cruise liner and some houseboats are typical examples of these. A baseline measurement represents how a process performs prior to any improvement effort. Service recovery system – Policies and procedures that guide manager and staff in resolving guest complaint. Conflict Management – A process in which a manager attempts to resolve a conflict by applying listening skills, feedback skills and one or more of a variety of conflict-management strategies. 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. 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. 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. Corporate Rates – Rates negotiated by corporates/companies with a hotel or sales team. Commercial cards – Credit cards issued by cooperation, an example of which is Diners Club. Code of conduct – Expectations of behavior mutually agreed upon by team members. BTL – Below The Line (generally refers to niche marketing campaigns focused on return on investment). Visual alarm systems – flashing lights that indicate a fire or other emergency in a hotel room. Sales indicators – Number of guest and revenue generated. This may be at an agreed ‘Late Check Out' fee. Rack rate – The highest room rate category offered by a hotel. It is generated daily through a two-way communication between housekeeping and front office. Convention guests – Guest who attend a large convention and receive a special room rate. 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. Database interfaces – the sharing of information among computers. Boutique Hotels – Generally refers to smaller, luxury hotels that differentiate themselves by their service and product offering. Pre-Opening Budgets – These budget allocate resources for opening parties, advertising, initial generation of goodwill, liaisons and PR. Concierge – A person who provides an endless array of information on entertainment, sports, amusement, transportation, tours, church services and babysitting in a particular city or town. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. Tent cards – Hotel publicity cards in the shape of tents placed in guestrooms. Jacuzzis – Whirlpool ; small pools in which alternate jets of warm water bring about therapeutic effect. 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. May opt for ‘ green hotels ' who operate with sustainable practices and electrical equipment facilitate fresh. Revenue management terminology hotel.Reservations involve activities which do not take place in front of house – area of within. 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