Hospitality – The cordial and generous reception and entertainment of guests or strangers, either socially or commercially. Tent cards – Hotel publicity cards in the shape of tents placed in guestrooms. Just in time training – A process that provides training when it is needed. Check In – The process by which a guests registers their arrival at a hotel and receives their key/keycards. Par System – A level of inventory established that provides adequately for service. 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. The hotel reservation system can be synced, not only with your current website, but also with Facebook. Half Board – Rate that includes bed, breakfast and either lunch or dinner. The Xotels Glossary clarifies hotel and revenue management terminology. Reservations leads to reserving of a particular type of room for a particular guest for a given period of time. 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. These operator also relay telephone charge incurred by guests to the front office cashier. Directive communication style – A communication style that combines high dominance with low sociability, characterized by frankness, determination and a no-nonsense approach. Not every room status will occur for each and every guest during their stay at the hotel . PDQ – Payment terminals that allow merchants to ‘Process Data Quickly', PIP – Property Improvement Plan (refurbishment). How to use reservation in a sentence. 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. EPABX Operator – Electronic Private Automatic Branch Exchange operators. It also gives the guest the first impression of the hotel.Reservations involve activities which do not take place in front of the guests. MICE – Meetings, Incentives, Conventions and Exhibitions. This might be via telephone, website, email etc. Guest supplies – These are items placed in the guestroom free of cost for the use and comfort of guest. The difference between the two lies in the type of ownership. Refurbishment – The process of restoring, renovating or modernising a hotels rooms or public areas to bring them up to a certain standard. We welcome your arrival from 3pm Eastern Standard Time and kindly request your departure by 12pm Eastern Standard Time. ( 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 ). GOP – Gross Operating Profit (Total revenue less expenses). Chain of command – A series of management position in order of authority . Global Distribution System ( GDS ) – Distributor of hotel rooms to corporations such as travel agents that buy rooms in large volume. It may also be called a Sico bed ( after another leading manufacturer of foldaway or wall beds ). Mission statements are broad and expected to remain in effect for an extended period of time. Current guests – Guest who are registered in the hotel. Walk In – A guest that hasn't pre-booked, but simply walks in and reserves a room. These may include receptionists, concierge and room porters. Stock taking is also termed “ conducting inventory “. Certain hotels cater specially to the MICE customer. Database interfaces – the sharing of information among computers. The prices indicated on the SLH website and telephone facility for … No-show factor – Percentage of guests with confirmed or guaranteed reservations who do not show up. 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. Double Occupancy Percentage – A measure of a hotel’s staff ability to attract more than one guest to a room; the method to compute double occupancy percentage is : Number of guest – number of rooms sold / number of rooms sold X 100%, Eco tourists – Tourist who plan vacation to understand the culture and environment of a particular area. Credit card imprinter – makes an imprint of the credit card the guest will use as the method of payment. Guest essentials – items that are essential to the guestrooms and are not expected to be used up or taken away by guest. A hotel reservation system is a software application that is implemented by hotels to allow guests to create secure online reservations. 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. Call accounting – A computerized system that allows for automatic tracking and posting of outgoing guest room calls. Late Charge – Charges that may be passed on to a guest after their departure from a hotel. An in house area in the hotel where linen and uniforms are washed, dry-cleaned and pressed. Upward communication – Communication with those above you in the organization. Marquee – The curbside message board, which includes the logo of the hotel and space for a message. Yield – The percentage of income that could be secured if 100 percent of available rooms are sold at their full rack rate. The entire front office activities start the moment a… Rack Rate – The standard or default rate for a room, before any discounts (for example, advance purchase discounts) are applied. Visual alarm systems – flashing lights that indicate a fire or other emergency in a hotel room. Force field analysis – A planning technique that helps you identify and visualize the relationships of significant forces that influence a situation, problem or goal. Norming – The third stage of team development, during which relationships become cooperative and supportive as members learn that they can work together as a cohesive unit. The company's focus is on increasing all types of conversions from phone calls and wedding brochure requests, to all-important online hotel bookings. Murphy bed – This refers to a bed that folds up into the walls and looks like a bookshelf or cupboard when folded away, being named for a leading manufacturer of such beds. Convention – A formal assembly of representatives sharing a common field of interest, come together to air their views. Amenities – Personal toiletry items such as shampoo, toothpaste, mouthwash and electrical equipment. Outsourcing – Provision of service to the hotel, for example; a central reservation system by an agency outside of the hotel. Collective bargaining unit – A labor union. May have just completed training or part of a training process. Limited Service – A hotel that may not offer the full range of services typically expected of a hotel. Express check out – Means by which the guest uses computer technology in a guest room or a computer in the hotel lobby to check out. Bell desk. Full house – 100 percent hotel occupancy; a hotel that has all its guest room occupied. Electronic key system – A system composed of battery-powered or, less frequently, hardwired locks; a host computer and terminals; a keypuncher; and special entry cards that are used as keys. Booking. For example, an occupancy rate of 90%, an ADR of X etc. Folio – A guest’s record of charges and payment. Coverlet – A bedspread that just covers the top of the dust ruffle but does not reach down to the floor. A company/group responsible for the promotion of an area (this could be regionally, nationally or town/city specific). Leisure Guest – Those travelling for pleasure. For example; ironing board. Self-directed team – A work team that manages itself and its work, making job assignments, planning work schedules and making service and production related decision. Damp-dust – A method of cleaning where the item to be cleaned is wiped with a damp cloth. Spotting – The specialized function of stain removal carried out by skilled personal called spotters, using appropriate equipment and stain-removal agents. The various terms defined are typical of the room status terminology of the lodging industry. These owner then can occupy the unit during that time. They may request details of the hotel's carbon footprint etc. Performance standards – The quality level that employees’ performance is required to meet. Mostly used for services provided in the travel and hospitality industry. Member interaction becomes confrontational and productivity remains low. Laissez faire – A style of leadership where a leader believes in delegating assignments and important task to others in the team. Advance Rates – Generally discounted rates to encourage guests to book in advance. General ledger – A collection of accounts that the controller uses to organize the financial activities of the hotel. They are sometimes referred to as comforters. FOH (or Front of House) – Generally refers to guest facing staff within the reception area of the hotel. Litigious society – An environment in which consumers sue providers of products and services for not delivering them according to expected operating standards. Owner may also have the unit rented out by the management company that operates the hotel. OOO – Out of Order is the status of a guestroom that is not rentable because it is being repaired or redecorated. 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. Hubbart formula – A method used to computed room rate that considers such factors as operating expenses, desired return on investment and income from various departments in the hotel. Occupancy percentage – The number of rooms sold devided by the number of rooms available. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). Power – The ability to influence the behavior of others. Electronic key – A plastic key with electronic codes embedded on a magnetic strip. Confirmed reservations – Prospective guests who have a reservation for accommodations that is honored until a specified time. Pax – Number of people/passengers. Area inventory list – A list of all items and surfaces within a particular area that require the attention of the housekeeping personnel. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, … Late arrival: Hotels that don’t operate a 24-hour reception desk will need to make special … Reservation definition is - an act of reserving something: such as. Room blocking – reserving rooms for guests who are holding reservations. Hotel representative – A member of the marketing and sales department of the hotel who actively seeks out group activities planner. Land arrangements – All non-flying reservations upon arrival such as car rental, hotel, and tourist reservations. Pat stock / par number – A multiple of the standard quantity of a particular inventory item that must be on hand to support daily, routine housekeeping operations. BTL – Below The Line (generally refers to niche marketing campaigns focused on return on investment). Departmental accounts – Income and expense-generating areas of the hotel, such as restaurants, gift shop and banquet. Budget – A budget is a plan that projects both the revenue that the hotel anticipates during the period covered by the budget and the expenses required to generate the anticipated revenues. GDS – Global Distribution System. Crisis management – maintaining control of an emergency situation. Room Night(s) – Essentially refers to an occupied room. A baseline measurement represents how a process performs prior to any improvement effort. F&B (or F and B) – Food and Beverage. In a hotel it refers to “No. CRO (CENTRAL RESERVATION OFFICE):- It can be in the hotel itself or can be another booking … E.g 3 nights. 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