Hotel Management Glossary

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

The degree of excellence of something as measured against other similar things.

An approach to ensuring the consistent delivery of services.

Sometimes called quality assurance (QA) scores, these scores are the result of annual (or more frequent) inspections conducted by a franchise company to ensure that franchisor-mandated standards are being met by the franchisee. In some cases, management companies or the property itself may establish internal inspection systems as well. In general, however, it is the franchise company's quality inspection score that is used as a measure of the effectiveness of the GM, the hotel's management team, and the owner's financial commitment to the property.

A three-month period. Often used to summarize accounting data. Used, for example; in, "What is our sales forecast for the first quarter of next year?"

A room with queen-size bed; may be occupied by one or more people.

A bed approximately 60 inches by 80 inches (150x200 cm)

A questionnaire is a research instrument consisting of a series of questions and other prompts for the purpose of gathering information from respondents.

A computerized system usually located in the hotel lobby, which allows the guest with credit cards to check-in while keeping-off the Front Desk.