Chain – A group of hotels that follow standard operating procedures such as marketing, reservations, quality of service, food and beverage operations, housekeeping and accounting. Inter-hotel property referrals – A system in which one member-property recommends another member property to a guest. 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. Task-force team – A temporary work team formed to solve a specific problem that usually involves several departments or areas within an organization. Exhaust vent – An opening for ventilation, sometimes fixed with an exhaust fan to facilitate of fresh air. Business and career success requires continual learning, from the latest trends, insights, and news to online education from line staff to the executive level. RevPAR – Room Revenue, Per Available Room. Posting – The process of debiting and crediting charges and payments to a guest folio. Package Rate – Room rate that include goods and services in addition to rental of a room. The system that facilitates the booking of rooms, conference etc. Litigious society – An environment in which consumers sue providers of products and services for not delivering them according to expected operating standards. This segment is now a big revenue generator for the hotels. Empowerment – Management’s act of delegating certain authority and responsibility to frontline employees. Upsell – To encourage a customer to consider buying a higher priced product or service than originally anticipated. Private label cards – Credit cards issued by retail organization, such as a department store or gasoline company. Service recovery system – Policies and procedures that guide manager and staff in resolving guest complaint. 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. 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. E.g 3 nights. Advance Rates – Generally discounted rates to encourage guests to book in advance. Guest expendables – Guest supplies that are expected to be used up or taken away by guest on leaving the property. CRO (CENTRAL RESERVATION OFFICE):- It can be in the hotel itself or can be another booking … Second in command after the Head Chef. This might be via telephone, website, email etc. Boutique Hotels – Generally refers to smaller, luxury hotels that differentiate themselves by their service and product offering. Chain affiliations – Hotels that purchase operational and marketing service from a corporation. 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. Jacuzzis – Whirlpool ; small pools in which alternate jets of warm water bring about therapeutic effect. Every day, we inspire and reach millions of travelers across 90 local websites in 41 languages. Loyalty Programme – A rewards programme for those that stay at the hotel regularly. Photo courtesy of 準建築人手札網站 Forgemind ArchiMedi. Damp-dust – A method of cleaning where the item to be cleaned is wiped with a damp cloth. The hotel reservation system can be synced, not only with your current website, but also with Facebook. Operating Budgets – These forecast the expense and revenues for the routine operations of the hotel during a certain period. Laissez faire – A style of leadership where a leader believes in delegating assignments and important task to others in the team. Soft water – Water in which the level of dissolved calcium and/or magnesium is below 60 ppm. Directive communication style – A communication style that combines high dominance with low sociability, characterized by frankness, determination and a no-nonsense approach. Authority – The formal power granted by an organization to a management position. Rooms Yield – Average revenue of all rooms, divided by the number of rooms in a hotel, divided by 365 nights. Pick up rooms – Rooms from the open section assigned to different GRAs to balance out the workload. Modified American Plan – A room rate that offers one meal with the price of a room rental. 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. of Guests”. Mission statements are broad and expected to remain in effect for an extended period of time. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. Guest Folio – A form imprinted with the hotel’s logo and control number and allowing space for room number, guest identification, date in and date out, and room rate in the upper left-hand corner; it allows for guest charges to be imprinted with PMS and is filed in room number sequence. Quality service – Service that consistently meet or exceeds customer expectation. OTHER HOTELS OF THE CHAIN:- Sister hotels of the concerned property also become sources of booking. The theory behind behavior-based interviewing is that the best predictor of future behavior is past behavior. 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. Guests may opt for ‘green hotels' who operate with sustainable practices. 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. Hotel Room Reservations Terms & Conditions All ReservationsThe terms and conditions detailed below apply to all bookings whether made online at www.tewkesburypark.co.uk or made by telephone or in person. Hand caddy – A portable container for storing and transporting cleaning supplies, carried on a room maid’s cart. Direct-email letters – Letter sent directly to individuals in a targeted market group in a marketing effort . TA – Travel Agent (or can sometimes be used to refer to TripAdvisor). Also called the “American Plan.” Amenity – Any item or service included in a hotel room at the standard cost. 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). Fixture – Hardware items present in guestrooms that cannot be moved or are difficult to move as a whole since they are fixed in position. Land arrangements – All non-flying reservations upon arrival such as car rental, hotel, and tourist reservations. Reservation definition is - an act of reserving something: such as. 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. booking a room — This is the same thing as reserving a room. Pax – Number of people/passengers. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). Certain hotels cater specially to the MICE customer. Bottom up – A sales method that involves presenting the lest expensive rate first. 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. Rack Rate – The standard or default rate for a room, before any discounts (for example, advance purchase discounts) are applied. Domestic Travellers/Tourism – Residents that travel within their own country. Guest essentials – items that are essential to the guestrooms and are not expected to be used up or taken away by guest. Travel directories – Organized listings of hotel reservation access methods and hotel geographic and specific accommodations information. Total Quality Management ( TQM ) – A management technique that encourages managers to look critically at process used to produce products and services. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). ( Another use of the term runner in housekeeping is for a person who is charged with the duty of conveying orders from housekeeping department to the staff on guest floor ). Debit – An increase in an asset or a decrease in a liability. B&B – Rates that include Bed and Breakfast. Bell desk. To ask that a service or product is available only for you at a particular … 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. Limited service – A level of service provided by a hotel with guest room accommodations and limited food service and meeting space. Organization Chart – Schematic drawing that list management position in an organization. Guaranteed reservations – Prospective guests who made a contact with the hotel for a guest room. Distance learning – learning that takes place via satellite broadcasts, Picture Tel, or online computer interaction. In a hotel it refers to “No. Room Only – A rate for the room only, no extras included. They may request details of the hotel's carbon footprint etc. 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. 10. Interfacing – The ability of computers to communicate electronically and share data. Stock taking is also termed “ conducting inventory “. These may include receptionists, concierge and room porters. Channel management – Objective review of the most profitable marketing approach for guest rooms, central reservation system, GDS, third party reservation system, toll free phone reservation, travel agent, etc. Customer relationship management – A system that allows hotel managers to integrate technology to support customer service techniques that provide top-notch customer service. 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. Booking. Daily blocking – assigning guests to their particular rooms on a daily basis. Hollywood Twin room – A room with two twin beds but a common headboard, which is meant for two people. American plan – A room rate that includes meals, usually breakfast and evening meal as well as room rental in the room rate. Cabana – A room adjacent to the pool area, with or without sleeping facilities, but with provision for relaxing on a sofa. For example, telephone calls or mini bar charges that weren't determined before the guest left. Account payable – Financial obligations the hotel owes to private and government-related agencies and vendors. Database interfaces – the sharing of information among computers. Member interaction becomes confrontational and productivity remains low. He went to the desk to inquire and make a reservation. Yield Management – The practice of raising or lowering prices based on demand. 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. Green Hotels – Generally refers to hotels making an active effort to operate sustainably and reduce their environmental impact. Soiled linen – Dirty and stained linen that required laundering. The sheet also lists any pick up rooms that the GRA has to service, apart from the rooms in his/her section. Separate rules apply for group reservations over 10 persons. Typically these are lower than standard consumer rates as corporates/companies can offer a high volume of annual bookings. ; LDW - loss damage waiver – Supplementary car rental insurance that covers theft, vandalism, and accident damage. Runners – In this context, lengths of matting made of synthetic or natural fibres, placed at entrances to prevent dirt and dust from entering the building. 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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. Registration card – A form on which the guest indicates name, home or billing address, phone number, date of departure, method of payment and etc. Reservations leads to reserving of a particular type of room for a particular guest for a given period of time. GDS – Global Distribution System. Business Guest/Traveller – Those travelling for business. Not every room status will occur for each and every guest during their stay at the hotel . In-house laundry – A hotel-operated department that launders linens, uniforms, bedspreads etc. 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. It may also be called a Sico bed ( after another leading manufacturer of foldaway or wall beds ). Telephone: 800-916-4339: Email [email protected] Write: Reservations.com c/o Benjamin & Brothers LLC 390 North Orange Avenue, Suite 1605 Orlando, FL 32801 Driving force – A force that tends to encourage change in a particular direction. Hotels.com is a leading online accommodation site. Typically hotels prefer long lead times as it allows them to plan room inventories/rates. So when it comes to booking the perfect hotel, vacation rental, resort, apartment, guest house, or tree house, we’ve got you covered. Full Board – Rate that includes bed, breakfast, lunch and dinner. Groupthink – The tendency of a group to stifle differences of opinion in an effort to preserve group unity and harmony; may arise during the norming stage of team development. Performance standards – The quality level that employees’ performance is required to meet. Pre-Opening Budgets – These budget allocate resources for opening parties, advertising, initial generation of goodwill, liaisons and PR. Just in time training – A process that provides training when it is needed. KPI – Key Performance Indicator. These owner then can occupy the unit during that time. Storming – The second stage of team development, characterized by conflict within the group as team members push boundaries and challenge authority. making a reservation — Guests will ask to make a reservation (book a room) when they’d like to stay in the hotel. Burnishing – Polishing the floor with a high speed floor machine to achieve an extremely high gloss. Units in condominium hotels have only one owner instead of multiple owners, each for a limited amount of time each year. A hotel reservation system is a software application that is implemented by hotels to allow guests to create secure online reservations. Please also check another Housekeeping Terminology 2. Networking – The practice of developing personal connections with friends, acquaintance, colleagues, associates, teacher, counselor and others. Account receivable – Amount of money owed to the hotel by guests. Often they'll pay a higher rate (even Rack Rate) accordingly. Coaching – A directive process used by a manager to train and orient an employee to the realities of the work place and to help the employee remove barriers to optimum work performance. Only a grandmaster key or an emergency key can open it. Sani-bin – These are small metal or plastic containers with lids, kept in toilets for collection of soiled sanitary towels. 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. 11. Turn down service – A special service provided by the housekeeping department in which a room attendant enters the guestroom early in the evening to re stock supplies , tidy the room and turn down the covers on the bed in preparation for the night. SWOT analysis – A brainstorming technique. MCI – Meetings, Conventions and Incentives. 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. Full service – A level of service provided by a hotel with a wide range of conveniences for the guest. Complimentary rate – A rate in which there is no charge to the guest. Late Arrival – Guests that advise they will be later than the agreed time of arrival. The Xotels Glossary clarifies hotel and revenue management terminology. Benchmarking – comparing your hotel against competitors. Cleaning supplies – Cleaning agents and small cleaning equipment used in the cleaning of guestrooms and public areas in the hotel. Terrazzo – Flooring which consists of marble, granite and other decorative chips set in cement. 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. We’re passionate about travel. Current guests – Guest who are registered in the hotel. Action plan – An outline of the tasks to be completed for each step in a critical path. In other words, sorting is governed construction and the amount and kind of soil. A: The hotel address appears in the confirmation email that was sent at the time of booking. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, … Prices, crossed-out Rates, Best Price Guarantee, and Genius Program 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. Behavior-based interviewing – A technique used by interviewers to determine how applicants have behaved under specific circumstances in the past. Net Rate – A wholesale rate to allow a third party markup. C&B (or C and B) – Conference and Banqueting. The entire front office activities start the moment a… Duvet – Quilts filled with down feather or synthetic fibres. 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. Room revenue – The amount of room sales received. Par level – The standard number of each inventoried item that must be in hand to support daily, routine housekeeping operations. Gate pass – An authorization given to an employee to take guest or hotel property out of the hotel. 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. The term ‘reservation’used in the context of a hotel, means the booking or reserving of a room (accommodation) by a guest. A target against which success can be measured. Debit balance – An amount of money the guest owes the hotel. Profit-and-loss statement – A listing of revenues and expenses for a certain time period. Blocking on the horizon – Reserving guest rooms in the distant future. Atrium concept – A design in which guest rooms overlook the lobby from the first floor to the roof. E.g) A hotel restaurant achieved 30 covers (30 people dined) CRM – Customer Relationship Management. DND Card – A do not disturb card is hung outside the room to inform hotel staff or visitor that the occupant does not wish to be disturb. This is an amenity provided nowadays by world class hotels. For example; wash basin, baths and lighting fixtures. 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. Guest Loan Items – Guest supplies not normally found in a guestrooms but available upon request. Commis Chef – A basic chef in larger kitchens. European plan – A rate that quotes room charge only. A friendly smile and a warm greeting make a great start. Sorting – The process of separating soiled linen into different categories: those requiring dry-cleaning and those that should be laundered under different conditions, such as whites and colored. Credit balance – Amounts of money a hotel owes guests in future services. For updates, as we add to the glossary, click on Hotel Jargon Buster on Hotelspeak.com. Room blocking – reserving rooms for guests who are holding reservations. Luggage rack – A furniture item provided in guestrooms for placing the guest’s luggage on. Transforming – The fifth and final stage of team development, when the group is either preparing to disband or facing a major change in its mission, membership, or environment. Coverlet – A bedspread that just covers the top of the dust ruffle but does not reach down to the floor. ZIP or Postal Code – An individual local postal designation assigned by a country. This allows guests to reserve rooms in a way that is convenient for them via social media. Late charges – Guest charges that might not be included on the guest folio because of a delay in posting by other department. Drop him email and we'll add it in! Call accounting – A computerized system that allows for automatic tracking and posting of outgoing guest room calls. Residential hotel – hotels that provide long term accommodations for guest. VisitScotland – Tourist board for Scotland. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, special … Open section – A group of rooms that is not part of a room section for cleaning purposes. For example, a boutique hotel may have different, themed rooms etc. Convention – A formal assembly of representatives sharing a common field of interest, come together to air their views. Visual alarm systems – flashing lights that indicate a fire or other emergency in a hotel room. Room status report – A report that allows the housekeeping department to identify the occupancy or condition of the property’s rooms. OOO – Out of Order is the status of a guestroom that is not rentable because it is being repaired or redecorated. Supportive communication style – A communication style that combines high sociability with low dominance, characterized by sensitivity , patience and preference for informal interactions. A company/group responsible for the promotion of an area (this could be regionally, nationally or town/city specific). 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. Paid-outs – Amount of monies paid out of the cashier’s drawer on behalf of guest or an employee of the hotel. Military and Educational rate – Room rate established for military personnel and educators. Operator – Could refer to a hotel management company managing a hotel under a management agreement. Global Distribution System ( GDS ) – Distributor of hotel rooms to corporations such as travel agents that buy rooms in large volume. Mystery Guest – A quality control measure whereby an undercover employee (usually of an external organisation) poses as a guest to evaluate the performance of a hotel. 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. Commercial hotels – Hotels that provide short-term accommodation for travelling guests. Late Check Out – When a guest leaves the hotel later than the agreed time of departure. Orientation Check List – A summary of all items that must be covered during orientation. Reservation definition: If you have reservations about something, you are not sure that it is entirely good or... | … Convention guests – Guest who attend a large convention and receive a special room rate. Snag List – Generally refers to a list of problems/issues that need addressed (usually as a result of a new hotel launch). We welcome your arrival from 3pm Eastern Standard Time and kindly request your departure by 12pm Eastern Standard Time. Often requested by corporate guests. Separate rules apply for group reservations over 10 persons. 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