Hotel Management Glossary

The place(s) in the lobby and other locations within the hotel used to post information such as name of function, time, and room number for events scheduled on a specific date.

A detailed report of all guest accounts that indicates each charge transaction that affected a guest account that day, used as a worksheet to detect posting errors.

The actual amount of losses or costs incurred due to the wrongful act of a liable party.

Using technology to analyze guest (and other) related data to make better marketing decisions.

The transformation of raw data into timely, accurate, and useful information.

A computerized collection of related facts and figures designed to serve a specific purpose.

A special room rate for less than an overnight stay.

A hotel work shift, generally 7:00 am to 3:00 pm

A room status term indicating that the room will be used for less than an overnight stay.

(DR) An entry on the left side of an account.

A financial management system that collects accounting data from an individual hotel site and combines and analyzes that data at the same site.

The intensive cleaning of a guestroom, typically including the thorough cleaning of items such as drapes, lamp shades, carpets, furniture, walls, and the like.

A machine used to deliver an electrical shock to the heart in case of cardiac arrest (heart attack) in efforts to re-establish a normal heartbeat.

A procedure by which guests are assigned a room, but the issuing of a key is delayed.

The process of assigning authority (power) to others to enable subordinates to do work that a manager at a higher organizational level would otherwise do.

The total amount of a good or service consumers want to buy at a specific price.

A circumstance that produces a significant decrease in business.

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.

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.

The practice of a seller charging different prices to different buyers for the same product or slightly different versions of the same product.

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.

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.

An output device of a computer system, which is usually capable of displaying both text and graphics. Also called a monitor, a CRT, or simply a screen.

An economic condition that results in revenue levels that are significantly (10 percent or more) below historic norms.

A distinct and definable source of hotel rooms or services sales. For example, the Internet is one distribution channel, and meeting planners are another.

Occurs when a firm expands its business operations into new products, functions served, markets, or technologies.

Did not check-out. A room status term indicating that the guest made arrangements to settle his or her account (and thus is not a skipper), but has left without informing the front office.

Short for "Director of Sales and Marketing." Variations include DOS (Director of Sales) and DOM (Director of Marketing).

A room assigned to two people, may have one or more beds.

A bed approximately 54 inches by 75 inches (140-150X190-200 cm)

See multiple occupancy ratios.

A room with two double (or perhaps queen) beds, may be occupied by one or more people. Also called a twin-double.

A system for recording financial transactions in which every transaction creates entries that affect at least two accounts.

Reducing the number of employees and/or labor hours for cost-containment purposes.

A provision in the U.S. legal code that allows an injured party to seek damages from an intoxicated person who caused the injury and from the person who provided the alcoholic beverages to the intoxicated person.

A potential buyer (guest) who arrives at the hotel without an appointment. See also Walk-In.

A passageway, usually built of sheet metal, which allows fresh, cold, or warm air to be directed to various parts of a building.

The British equivalent of Reasonable Care (Security& Safety).

Involves a complete examination of a merger or acquisition, including such areas as management, equity, debt, sale of assets, transfer of shares, environmental issues, financial performance, tax issues, human resources, customers, and markets (Strategic Management).

An obligation imposed by law that requires a specific standard of conduct.