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to use the brand name Those who own the hotel and buy the right to use the brand name for a fixed period of time and at an agreed-upon price. The percentage of the total market captured by a property
Management Company: An organization that operates a hotel(s) for a fee. Sometimes called a “Contract Company” Line Departments: Hotel divisions that are in the “chain of command” and are directly responsible for revenues (such as front office and food/beverage) or for property operations (such as housekeeping and maintenance and engineering) Staff Departments: Hotel divisions that provide technical, supportive assistance to line departments, for example the human resource department. Revenue Center: Cost Center: A hotel department that generates revenue. Two examples are the front office and the food and beverage departments A hotel department that incurs costs in support of a revenue center. Two examples are the housekeeping and maintenance department.
Moments of Truth: Any (and every) time that a guest has an opportunity to form an impression about the hotel. Moments of truth can be positive or negative. Downsizing: Overbuilt: Reducing the number of employees and/or labor hours for cost-containment purposes. The condition that exists when there are too many hotel guest rooms available for the number of travelers wanting to rent them.
Market Segmentation: Efforts to focus on a highly defined (smaller) group of travelers, for example, “executives desiring long-term stays’ rather than “business travelers” Amenities: Hotel products and services designed to attract guests.
fixtures. Also the leader of the hotel’s management team. and profession. Quality Inspection Scores: Sometimes called quality assurance (QA) scores. A service provided at no additional charge to the hotel guests. these score are the result of annual (or more frequent) inspections conducted by a franchisee company to ensure that franchisor-mandated standards are being met by the franchisee. A plan that projects successively more responsible professional positions within an organization/industry. Career Ladder: Mentor: General Manager: The traditional title used to identify the individual at a hotel property who is responsible for final decision-making regarding property-specific operating policies and procedures. organization. and evaluating human financial.Data Mining: Using technology to analyze guest related data to make better marketing decisions. Yield Management: Demand forecasting systems designed to maximize revenue by holding rates during times of high guest room demand and by decreasing room rates during times of lower guest room demand. Free-to-Guests: . controlling. Management: The process of planning. organizing. FF&E: The term used to refer to the furniture. Executive Operating Committee (EOC): Those members of the hotel’s management team (generally department heads) responsible for departmental leadership and overall property administration. A senior employee of a hotel who provides advice and counsel to less experienced staff members about matters relating to the job. directing. staffing. and physical resources for the purpose of achieving organizational goals. Globalization: The condition in which countries and communities within them throughout the world are becoming increasingly interrelated. and equipment used by a hotel to service its guests.
Human Relations: Empowerment: Reengineering: Strategy: Skills needed to understand effectively interact with other people. or rules. Accountability: . ROI: Short for “return on investment’. The power to tell others to do or not to do something in efforts to attain the hotel’s objectives. The act of granting authority to employees to make key decisions within the employees’ areas of responsibility. Reorganizing hotel departments or work sections within departments. Tactic:An action or method used to attain a short-term objective. Span of control: Authority: Delegation: The number of people one supervisor can effectively manage. Nonprogrammed decisions: Decisions that occur infrequently and require creative and unique decision-making abilities Ethics: Standards used to judge the “right” and “wrong” of one’s actions when dealing with others Unity of command: Each employee should report to/be accountable to only one boss for a specific activity. These are typically positions where the employee is paid an hourly compensation. procedures. A method or a plan developed to achieve a long-range goal. Comp:Short for “complimentary” or “no-charge” for products or services. An obligation created when a person is delegated duties/responsibilities from higher levels of management. The process of assigning authority to others to enable subordinates to do work that a manager at a higher organizational level would otherwise do.Line-Level: Those employees whose jobs are considered entry level or nonsupervisory. The percentage return of achieved on the money invested in a hotel property Programming Decisions: Routine or repetitive decisions that can be made after considering policies.
. Discipline: Progressive Discipline: A process of negative discipline in which repeated infractions result in an increasingly severe penalty. Unemployment Rate: The number usually expressed as a percentage. Activities designed to reinforce desired performance or to correct undesired performance. The employment relationship that exists when employers can hire any employee as they choose and dismiss that employee with or without cause at any time. of employable persons who are out work and looking for jobs. reach their highest possible levels of performance.Coaching: A process. whose goal is helping staff members. Team: A group of individuals who place the goals of the group above their own. Internal Recruiting: Tactics to identify and attract currently employed staff members for job vacancies that represent promotions or lateral transfers to similar positions. At-Will Employment: Employment Agreement: A document specifying the terms of the work relationship between the employer and the employee that indicates the rights and obligations of both parties. the lowest amount of compensation that an employer may pay to an employee.: Short for human resources Job Description: Job Specification: A list of tasks that an employee working in a specific position must be able to effectively perform A list of the personal qualities judged necessary for successful performance of the tasks required by the job description. Zero tolerance: Minimum Wage: Overtime: The total absence of behavior that is objectionable from the perspectives of discrimination or harassment. The number of hours of work after which an employee must receive a premium pay rate. H.R. and the hotel team.
Pay calculated at a weekly. Benefits: Controller: Indirect financial compensation consisting of employerprovided rewards and services other than wages or salaries. Selection: Orientation: The process of evaluating job applicants to determine those more qualified for vacant positions. or annual rate rather than at an hourly rate. and summarizing the hotel’s business transactions. The individual responsible for recording.External Recruiting: Tactics designed to attract persons who are not current hotel employees for vacant positions. monthly. Formula for Occupancy Rate: Total rooms sold / Total Rooms available = Occupancy Percent . All financial and nonfinancial rewards given to management and nonmanagement employees in return for the work they do for the hotel. The process of providing basic information about the hotel which must be known by all of its employees and procedures related to Employee Handbook: Written policies employment at a hotel. classifying. Role-play: Compensation: Salary: Wage: Pay calculated on an hourly basis. Upselling: Tactics used to increase the hotel’s average daily rate (ADR) by encouraging guest to rent higher-priced rooms with better or more amenities. Guest Service Agent: An employee working in the front desk area of ht hotel. Audit: An independent verification of financial records. A training activity that allows trainees to practice a skill by interacting with each other in simulated roles. Also referred to by some in the industry as a “desk clerk” Occupancy Rate: The ration of guest rooms sold to guest rooms available for sale in a given period of time.
ADR: Short for “average daily rate. These include rent. 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. Allowances and Adjustments: Reductions in sales revenue credited to guests because of errors in property recording sales or to appease a guest for property shortcomings. room rates. interest. No-show: A guest who makes a confirmed room reservation but fails to cancel the reservation or arrive at the hotel on the date of the confirmed reservation. Formula for RevPar Occupancy % (x) ADR = RevPAr F&B: Shortened term for food and beverage Capital Expenditure: Seasonal Hotel: The purchase of equipment. land. Depreciation: PMS: Short for “property management system”. building. A hotel whose revenue and expenditure vary greatly depending on the time of the year the hotel is operating. Property taxes. and depreciation and amortization.” the average selling of all guest rooms for a given time period. P&L: Short for the profit and loss statement Fixed Charges: Those expenses incurred in the purchase and occupation of the hotel itself. of rooms sold = ADR RevPar: Short for “revenue per available room. or other fixed assets necessary for the operation of the hotel. as well as other selected guest service functions. and reservations. Formula for ADR: Total room revenue/ Total no.” The average sales revenue generated by each guest room during a given time period. room assignments. insurance. This term refers to the computerized system used by the hotel to manage its rooms revenue. .
FOM: Short for Front Office Manager Concierge: The individual(s) within a full-service hotel responsible for providing guests with detailed information regarding local dining and attractions. . Over: A situation in which the cashier have more money in their cash drawer than the official sales records indicate.House count: An estimate of the number of guests staying in a hotel on a given day. airport transportation. valet parking. The individual who conducts an independent verification of financial records. Direct Bill: An arrangement whereby a guest is allowed to purchase hotel services and products on credit terms. Secret cooperation between two or more hotel employees for the purpose of committing fraud. Coding: Auditor: Collusion: The process of assigning incurred costs to predetermined cost centers or categories.” In this situation. “Closed to Arrival. Accounts Receivable: Money owed to the hotel because of sales made on credit. A situation in which all rooms are sold or oversold. and related guest services. The price at which a hotel sells its rooms when no discounts of any kind are offered to the guest. Short: A situation in which cashier have less money in their cash drawer than the official sales records indicate. including luggage handling. Bell Staff: Sell-out: Rack rate: CTA. the hotel declines reservations for guests attempting to arrive on this specific date. Those uniformed attendants responsible for guest services. Accounts Payable: The sum total of all invoices owed by the hotel to its vendors for credit purchases made by the hotel.
rate to be paid. Blackout Dates: Walk-in: Curb Appeal: A specific days in which the hotel is “sold-out” and/or is not accepting normal reservations. Confirmation number: A series of number and/or letters that serve to identify a specific hotel reservation number. A situation in which a guest with a reservation is relocated from the reserved hotel to another because no room was available at the reserved hotel. The term used to indicate the initial visual impression the hotel’s parking areas. as well as other charges authorized by the guest or legally imposed by the hotel. Rooms and services sold primarily through the efforts of the front office and its staff. Rooms and services sold primarily through the efforts of the hotel’s sales and marketing department. and external building aesthetics create for an arriving guest. Overbooking: Walked: Folio: The detailed list of a hotel guest’s room charges.” In this situation. Room Type: Transient sales: Group sales: The term used to designate specific configurations of guest rooms. A document that provides details such as guest’s name. Registration card: Valet: Originally term used to identify an individual who cared for the clothes of wealthy travelers. the hotel declines reservations for guests seeking to stay fewer days than the minimum established by the hotel. departure date. and given to the front office for recording and servicing. Cancellation number: A series of numbers and/or letters that serve to identify the cancellation of a specific hotel reservation.MLOS: “Minimum Length of Stay. arrival date. A situation in which the hotel has more guest reservations for rooms than it has rooms available to lodge those guests. and other information related to the guest’s stay. grounds. its most common usage now is in . A guest seeking a room who arrives at the hotel without an advance reservation.
in some cases. House phone: A publicly located telephone within the hotel used to call the front desk. the lock is immediately recorded. The individual who performs the daily review of guest transactions recorded by the front office. The process of reviewing for accuracy and completeness the accounting transactions from one day to conclude or “close” that day’s sales information in preparation for posting the transactions of the next day. at which hotel goods and services are purchased. The system within the hotel used to document and charge guests for their used of the telephone. canceling entry authorization for the previous guest’s key and thus enhancing guest safety. thus creating a permanent record of the sale. internal. the front desk and guest rooms. PBX: The system within the hotel used to process incoming. Authorize: To validate Post: To enter a guest’s charges into the PMS. In many hotels. telephone calls. The term used to described the process in which one data generating system shares its data electronically with another system. Point of Sale (POS): A location.reference to those individuals responsible for parking guest vehicles. the POS is interfaced with the PMS. and outgoing. for each guest. Interfaced: Call Accounting: Recodable Locking System: A hotel guest room locking system designed such that when a guest inserts their “key” (typically an electromagnetic card) into the guest room lock for the first time. the accuracy of the guest’s registration information. or. . Bucket check: Night auditor: Night audit: A procedure used to verify. including the front desk.
The individual responsible for the cleaning of public spaces. Room Status: Stay-over: The up-to-date (actual) condition (occupied. Back Office Systems: The accounting system used by the controller to prepare the hotel’s financial documents such as the balance sheet. income statement. Deep Cleaning: The intensive cleaning of a guest room. Minutes per Room: The average number of minutes required to clean a guest room. typically including the thorough cleaning of items such as drapes. and other items the hotel wishes to offer for sale to guest. and so on. carried by blood. A guest that is not scheduled to check out of the hotel on the day his or her room status is assessed. etc. walls and the like. That is. snacks. Determined by the following computation: .Minibars: Small. in-room refrigerated or unrefrigerated cabinet used to store beverages. Also sometimes referred to as PA (public area cleaner) or porter. Room Attendants: The individual(s) responsible for cleaning guest rooms. Sometimes referred to as housekeeper. Blood-Borne Pathogen: Any microorganism or virus. Room Attendant Cart: A wheeled cart that contains all of the items needed to properly and safely clean and restock a guest room. vacant. lamp shades. furniture. the guest will be staying at least one more day. Executive Housekeeper: The individual responsible for the management and operation of the housekeeping department. that can cause a disease. carpets. dirty.) of the hotel’s individual guest rooms. Public Space: House Person: Those areas within the hotel that can be freely accessed by guests and visitors. OPL: Short for “On Premise Laundry” Inspector (Inspectress): The individual(s) responsible for physically checking the room status of guest rooms. as well as other tasks as assigned by the executive housekeeper.
and in storage. Biohazard Waste Bag: A specially marked plastic bag used in hotel. or other group rental purposes.Total number of minutes worked by rooms attendants / total number of guest rooms cleaned = minutes per room Product Usage Report: A report detailing the amount of inventoried item used by a hotel in a specified time period. A mandatory amount added to a guest’s bill for services performed by a by a hotel staff members(s). Agitation: Movement of the washing machine resulting in friction as fabrics rub against each other. and ballrooms that is available in the hotel for banquet. TV’s. Resources: Service: Service: Audiovisual (AV) Equipment: Those items including DVD players. sound systems. LCD projectors. Function Room: Public space such as meeting rooms. The process of moving food and beverage products from service staff to the guests. overhead projectors. Laundry Par Levels: The amount of laundry in use. The process of moving food and beverage products from production personnel (cooks and bartenders) to food and beverage servers who will serve them to guests. meeting. . flip charts. divided by the number of rooms occupied in the hotel for the time period examined. conference areas. and VCR’s that are used to communicate information to meeting attendees during their meetings. in process. microphones. Expenses: Service Chargers: The amount of money spent to generate revenues. Something of value to the organization. Laundry items that are blood or bodily fluid stained and thus need special handling in the OPL are placed into these bags for transporting to the OPL. laptops. slide projectors. Cost per Occupied Room: Total costs incurred for an item or area.
Banquet: Catering: Word-of-Mouth Advertising. which are complimentary to invited guests because costs are borne by the event’s sponsor. some memory capacity but without a central processing unit. Guarantee: A contractual agreement about the number of meals to be provided at a banquet event. and. also called an “open” bar Hosted Bar: . A beverage service alternative in which the host of a function pays for beverages during all or part of the banquet event. Messages designed to advertise the availability of other hotel services. Typically. Guest check average = total revenue / total number of guest served Point-of-Sale Terminal: A computerized device that contains its own input and output components.Hospitality Suites: A guest room usually rented during conventions/conferences to provide complimentary food and/or beverages to invited guests. room service order taker’s work station. The process of selling and carrying out the details of a banquet event. The average check average typically includes the food and alcoholic beverage sales. or other area. Informal conversations between persons as they “discuss” their positive or negative experiences at a hotel. Hosted Events: Cross selling: Guest Check Average. Contribution margin: The amount of that remains after the product (food) cost of a menu item is subtracted from its selling price. Remote printer: A unit in the kitchen preparation area that receives and print orders entered through a point-of-sale terminal located in the dining room. A food and/or beverage event held in a function room. a guarantee must be made several days in advance of the event. The average amount spent by a guest in a room service or dining room order. perhaps. Functions served by a hotel. For example. a dinner menu may provide information about the hotel’s Sunday brunch.
A CCTV consisting of several cameras and screens showing the camera’s field of vision may be monitored in a single hotel location. and food production areas to detail all requirements for a banquet. Head Table: Special seating at a banquet reserved for guests of honor. Damages: Internal Alarm: Contact Alarm: The actual amount of losses or costs incurred due to the wrongful act of a liable party. the activity within a camera’s filed of vision. Protection of an individual or business’s property or assets. Closed-Circuit Television (CCTV): A camera and monitor system that displays in real time. . A warning system that notifies an area within the hotel if the alarm is activated.Cash bar: A beverage service alternative where guests desiring beverages during a banquet function pay for them personally. A warning system that notifies an external entity such as the fire or police department if the alarm is activated. House Brand Beverages: Alcoholic beverages that are sold by type rather than by name and that are served when a call brand beverage is not requested. Corkage Fee: A charge levied by a hotel when a guest brings a bottle to the hotel for consumption at a banquet function or in the hotel’s dining room. if the drinker subsequently causes harm to a third party (the victim of the accident0 Safety: Security: Protection of an individual’s physical well-being and health. catering. Banquet Event Order (BEO): A form used by the sales. Call Brand Beverages: High-priced and higher-quality alcoholic beverages that are sold by name rather than sold by type of liquor only. Liable:Legally bound to compensate for loss or injury. Third-Party Liability: A legal concept that hold the second party (the hotel serving alcohol) responsible for acts caused by the first party (the drinker).
A hospitality professional that assists clients in planning travel. for the purpose of introducing potential clients and other interested parties to the hotel’s features. or disturbance. and the status of rooms as listed by the housekeeping department. The theft of a company’s financial assets by an employee. injury. . Discrepancy Report: A daily comparison between the status of rooms as listed by the PMS at the front office. and then hotel’s response to it. A group of hospitality services (such as hotel rooms. A single price that includes all charges. The difference between the original request and the actual purchases of a group. the ratio of room type contained in a hotel.Emergency Plan: A document describing a hotel’s predetermined. books sales of this type. Travel Agent: Drop in: Package: Inclusive: Attrition: Block: Rooms reserved exclusively for members of a specific group. The sales and marketing not the front desk. Booking: Group sale: Site tour: Hotel jargon for making a confirmed sale. MOD: Manager on Duty Incident Report: Embezzlement: A document prepared to record the details of an accident. Marketing Plan: Room Mix: A calendar of specific activities designed to meet the hotel’s sales goals. A potential buyer (guest) who arrives at the hotel without an appointment. intended response to an safety/security threat encountered by the hotel. A large sale of the hotel’s rooms or services. meals and airfare) sold for one price. A physical trip around the hotel usually hosted by a sales and marketing staff member.
and Airconditioning. which describes the duties and responsibilities of each in the franchisee relationship. Shortened term for “heating. name. systems. An agreement whereby one party (the brand) allows another (the hotel owners) to use its logo. and resources in exchange for a fee. . System-Wide: Grand Opening: Market Value: The term used to describe all hotels within a given brand. A form used t initiate and document a request for maintenance. The estimated worth of a hotel.Maintenance: HVAC: Work Order: The activities required to keep a building and its contents in good repair. area or piece of equipment. PM Checklist: A tool developed to list all the critical areas that should be inspected during a PM review of a room. Flag: A term used to refer to the specific brand with which a hotel may affiliate. ventilating. Preventive Maintenance Program: A specific inspection and activities schedule designed to minimize maintenance-related costs and to prolong the life of equipment by preventing small problems before they become larger ones. Franchise: Franchise Agreement: The legal contract between the hotel owners (franchisee) and the brand managers (the franchisor). An event at a hotel marks the “official” opening of that hotel.
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