reservation terminology in hotel

Landscape area – An area where trees, plants, turf, deck, walks, ponds and so on have been used to create a natural looking outdoor space that is functional and visually appealing. Performance standards – The quality level that employees’ performance is required to meet. Service recovery system – Policies and procedures that guide manager and staff in resolving guest complaint. Hotel Prices. Residential hotel – hotels that provide long term accommodations for guest. 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. Behavior-based interviewing – A technique used by interviewers to determine how applicants have behaved under specific circumstances in the past. Agenda – A written plan for a meeting that indicates the date, time, and place for the meeting and the issues to be addressed. Amenities – Personal toiletry items such as shampoo, toothpaste, mouthwash and electrical equipment. 12. Operating supplies – The items essential to day-to- day housekeeping operations, including guest supplies and cleaning supplies. These owner then can occupy the unit during that time. They are sometimes referred to as comforters. Common GDS include Sabre, Galileo and Amadeus. This can include guests attending conferences, meetings and tours etc. Cycle of service – The progression of a guest’s request for products and service through a hotel’s department. Chain affiliations – Hotels that purchase operational and marketing service from a corporation. Check Out – The process by which a guest settles their bill and hands back any key/keycards. Business affiliation – Chain or independent ownership of hotels. These are the hotel switchboard operators who answer calls and connect them to the appropriate extensions. DDR – Day/Daily Delegate Rate (per person rate for conference room hire, refreshments, catering etc.). Benchmarking – comparing your hotel against competitors. E.g) A hotel restaurant achieved 30 covers (30 people dined) CRM – Customer Relationship Management. Banquet – A term used to describe catering for specific numbers of people at specific times, in a variety of dining layouts. This segment is now a big revenue generator for the hotels. A booking can have different conditions like: payments upon arrival, cash payment, non-refundable, etc. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). Geo-Coding – The process of identifying a hotels location using geographic coordinates expressed in degrees of longitude and latitude. Drop him email and we'll add it in! Chain of command – A series of management position in order of authority . CRS – Central/Computerised Reservations System. An in house area in the hotel where linen and uniforms are washed, dry-cleaned and pressed. The Xotels Glossary clarifies hotel and revenue management terminology. Synonyms: booking [British], advance booking, prior arrangements More Synonyms of reservation 3. countable noun Pre-Opening Budgets – These budget allocate resources for opening parties, advertising, initial generation of goodwill, liaisons and PR. Fix assets – These are tangible assets of a long term nature, such as land or large pieces of machinery and equipments. 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. Net Rate – A wholesale rate to allow a third party markup. Handle with care ( HWC ) guest – Guest who may have had some unpleasant experiences in the hotel or had some complaints, genuine or otherwise, are labeled as “ handle with care “ guest by the hotel for the reminder of their stay or future sojourn. Storming – The second stage of team development, characterized by conflict within the group as team members push boundaries and challenge authority. Rack rate – The highest room rate category offered by a hotel. These may include receptionists, concierge and room porters. Demographic data – Size, density, distribution, and vital statistic of population broken down into, for example; age, sex, marital status and occupation categories. Quality service – Service that consistently  meet or exceeds customer expectation. PDQ – Payment terminals that allow merchants to ‘Process Data Quickly', PIP – Property Improvement Plan (refurbishment). Debit cards – Embossed plastic cards with a magnetic strip on the reverse side that authorize direct transfer of fund from a customer’s bank account to the commercial organization’s bank account for purchase of goods and services. Refurbishment – The process of restoring, renovating or modernising a hotels rooms or public areas to bring them up to a certain standard. Upsell – Process by which a guest is offered (at a cost) additional services or upgrades (often at the point of purchase or upon arrival to the hotel). Bottom up – A sales method that involves presenting the lest expensive rate first. Cleaning supplies – Cleaning agents and small cleaning equipment used in the cleaning of guestrooms and public areas in the hotel. The company's focus is on increasing all types of conversions from phone calls and wedding brochure requests, to all-important online hotel bookings. Water closet – Sanitary fitting consisting of the toilet bowl and the cistern. VisitEngland – Tourist board for England. Hospitality – The generous and cordial provision of services to a guest. Baseline measurement – A measurement used as a basis for comparisons or for control purposes; a beginning point in an evaluation of output observed over a period of time. Studio bed – this is dual purpose bed that is used as divan in the daytime and converts into a bed in the night after the removal of bolsters and covers. Wi fi enables guests to access a wide range of information, applications, and computing resources without connectivity problem. Cabana – A room adjacent to the pool area, with or without sleeping facilities, but with provision for relaxing on a sofa. Profit-and-loss statement – A listing of revenues and expenses for a certain time period. They may request details of the hotel's carbon footprint etc. A company/group responsible for the promotion of an area (this could be regionally, nationally or town/city specific). Room blocking – reserving rooms for guests who are holding reservations. Principle negotiation – A process that helps conflicting parties resolve conflicts in such a way that all parties gain something from the resolution. Corporate guests– frequent guests who are employed by a company and receive a special room rate. Buff – To smooth the floor with a low speed floor polishing. Scanty baggage – A room status indicating a room assigned to guest with small, light and few pieces of luggage that could be carried away without obviously indicating a departure, should a guest walk out with them. Stock taking – The physical verification of inventory items by counting up stocks of all items at periodic intervals. These involve individuals purchasing the ownership of accommodations for a specific period of time, usually one or two weeks a year. Laissez faire – A style of leadership where a leader believes in delegating assignments and important task to others in the team. DBB – Rates that include Dinner, Bed and Breakfast. Visual alarm systems – flashing lights that indicate a fire or other emergency in a hotel room. Don't worry, you're not alone. Defection rate – A measure of guest dissatisfaction, expresses as a  percentage of guest lost to competitors because of service related problems. Productivity standards – The quantity of work expected to be completed by each department employee. Commonly automated to include pre and post stay elements, along with loyalty programmes etc. Restraining force – A force that tends to keep a situation from changing in a particular direction. For example, a boutique hotel may have different, themed rooms etc. MICE – Meeting, incentives, conventions, exhibitions. Mission statements are broad and expected to remain in effect for an extended period of time. Credit card imprinter – makes an imprint of the credit card the guest will use as the method of payment. 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. 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. Inventory – Stock or merchandise, operating supplies, and other items held for future use in a hotel. 11. FOH (or Front of House) – Generally refers to guest facing staff within the reception area of the hotel. Guests may opt for ‘green hotels' who operate with sustainable practices. 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. Machine. Incentive program – An organized effort by management to understand employees’ motivational concerns and develop opportunities for employees to achieve both their goals and the goals of the hotel. For example; linen, cleaning supplies and so on, are important housekeeping inventories. 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. Commercial cards – Credit cards issued by cooperation, an example of which is Diners Club. Land arrangements – All non-flying reservations upon arrival such as car rental, hotel, and tourist reservations. Soiled linen – Dirty and stained linen that required laundering. Goal Setting – A process in which objectives are created to improve one’s work performance or personal skills. Night and which is not rentable because it is generated daily through a two-way communication housekeeping. Hotel representative – a company and receive a special agreement has been.. 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Assembly of representatives sharing a common field of interest, come together to make it appear a single..

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