For example, an occupancy rate of 90%, an ADR of X etc. Spotted something Sam's missed? Duplex – A two storey suite with parlour and bedrooms connected by a stairway. Authority – The formal power granted by an organization to a management position. Boutique Hotels – Generally refers to smaller, luxury hotels that differentiate themselves by their service and product offering. F&B (or F and B) – Food and Beverage. The sheet also lists any pick up rooms that the GRA has to service, apart from the rooms in his/her section. Turn down service – A special service provided by the housekeeping department in which a room attendant enters the guestroom early in the evening to re stock supplies , tidy the room and turn down the covers on the bed in preparation for the night. Processes and manages reservations for one or multiple hotels. Separate rules apply for group reservations over 10 persons. Terrazzo – Flooring which consists of marble, granite and other decorative chips set in cement. Defection rate – A measure of guest dissatisfaction, expresses as a percentage of guest lost to competitors because of service related problems. Check-in and Check out. Wi-fi – Wireless fidelity. Photo courtesy of 準建築人手札網站 Forgemind ArchiMedi. Vision statement – A company’s assertion of the direction, objectives and ethical code underlying its purpose for being. When you make a booking, your contract will be with Tewkesbury Park. E.g 3 nights. Atrium concept – A design in which guest rooms overlook the lobby from the first floor to the roof. 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. Service directory – This is a booklet in which the services offered to guests by the hotel are listed, along with the intercom numbers to reach the relevant departments. Float – The delay in payment from an account after using a credit card or personal check. ABPCO – Association of British Professional Conference Organisers (http://www.abpco.org), ABTA – Association of British Travel Agents (http://www.abta.com), ADR (or ARR) – Average Daily Rate, or Average Room Rate (calculated by dividing revenue generated from income from hotel rooms sold by the total number of rooms sold). EPABX Operator – Electronic Private Automatic Branch Exchange operators. Floor limit – A dollar amount set by the credit card agency that allows for a maximum amount of guest charges. 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. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. Reengineering – An organization change that involves the complete redesign of a process within the organization, the goal of which is to achieve a dramatic improvement. The hotel reservation system can be synced, not only with your current website, but also with Facebook. RFP – Request For Proposal. FOH (or Front of House) – Generally refers to guest facing staff within the reception area of the hotel. PDQ – Payment terminals that allow merchants to ‘Process Data Quickly', PIP – Property Improvement Plan (refurbishment). E.g) They may require a hotel to provide a response to a RFP to outline negotiated rates for the following year. Group travelers – Person who are travelling on business or for pleasure in an organized fashion. Antique – Antique furniture belongs to the period before 1840, though nowadays any pieces of furniture that is more than 100 years old is considered an antique. DDR – Day/Daily Delegate Rate (per person rate for conference room hire, refreshments, catering etc.). Linen chute – A passage in the form of a tunnel for sending soiled linen from the floor pantries of all floors to a central place near the laundry, from where it can be collected by the laundry staff. A company/group responsible for the promotion of an area (this could be regionally, nationally or town/city specific). Outstanding balance report – A listing of guest’s folio balances. Check In – The process by which a guests registers their arrival at a hotel and receives their key/keycards. Database interfaces – the sharing of information among computers. Typically these are lower than standard consumer rates as corporates/companies can offer a high volume of annual bookings. No room has been allocated to a guest before arrival, so they will get any room available. On the job training – A training process in which the employee observes and practices a tasks while performing his or her job. Back to back – Describes a heavy rate of check outs and check ins on the same day, so that as soon as room is made up, a new guest checks into it. 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. Continues improvement – The on going efforts within a company to meet the needs and exceed the expectations of customers by changing the way work is performed so that products and services are delivered better, faster and at least cost than in the past. Jacuzzis – Whirlpool ; small pools in which alternate jets of warm water bring about therapeutic effect. Owner may also have the unit rented out by the management company that operates the hotel. 9. The Reservation Terms and Conditions apply to reservations made at The Drayton Hotel via website, email, or phone. For example; ironing board. Blocking on the horizon – Reserving guest rooms in the distant future. Reservation definition is - an act of reserving something: such as. 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. Network of electronic reservation systems used globally by travel agents booking hotel rooms (and airlines). All-suite – A level of service provided by a hotel for a guest who will desire an at home atmosphere. Commercial rate – Room rates for business people who represent a company but do not necessarily have bargaining power because of their infrequent or sporadic pattern of travel. Stock taking – The physical verification of inventory items by counting up stocks of all items at periodic intervals. Banquet – A term used to describe catering for specific numbers of people at specific times, in a variety of dining layouts. Hospitality – The generous and cordial provision of services to a guest. Our hospitlaity dictionary explains the meaning of 500+ words, terms… FF&E – Furniture, Furnishings and Equipment. Orientation Check List – A summary of all items that must be covered during orientation. Crib – Cot for babies, provided to guests on request. Stain – A spot or discoloration left on fabrics from contact with and absorption of foreign substances. 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. Vanity area – A unit comprising a wash basin and mirror, surrounded by flat area where soap, dental kits, saving kits, and tooth glasses are kept. Pre-opening budgets also include the initial costs of employees’ salaries and wages, supplies, crockery, cutlery and other such items. Your Pocket Hotel Terms Dictionary: A. Supportive communication style – A communication style that combines high sociability with low dominance, characterized by sensitivity , patience and preference for informal interactions. For example, an occupancy rate of 95% would mean that 95% of a hotels room inventory is presently occupied. An organization’s chain of command is represented on an organization chart by lines of authority linking all positions within the organization and specifying formal reporting relationships. Back of the house – The functional areas of the hotel in which employees have little or no guest contact, such as the engineering and maintenance department, laundry room and so on. Manager’s report – A listing of occupancy statistics from the previous day, such as occupancy percentage, yield percentage, average daily rate, Rev PAR, and number of guests. Lateral communication – Communication with those on the same level as you in the organization. Chain affiliations – Hotels that purchase operational and marketing service from a corporation. Distance learning – learning that takes place via satellite broadcasts, Picture Tel, or online computer interaction. This may be at an agreed ‘Late Check Out' fee. Forecasting – Projecting room sales for a specific period. Mission statement – A statement of the mission of an organization or team that describes the organization’s or team’s reason for existence. Directive communication style – A communication style that combines high dominance with low sociability, characterized by frankness, determination and a no-nonsense approach. Rack Rate – The standard or default rate for a room, before any discounts (for example, advance purchase discounts) are applied. King-size bed – The largest size of bed available, with dimension of 78 inches x 80 inches ( eastern king ) or 72 x 80 inches ( California king ). Porch – A covered approach to the entrance of a building. C&E (or C and E) – Conference and Events. Your price quote is valid for 14 days, please note no rooms are reserved for your group until the booking … KPI – Key Performance Indicator. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, … Hotel Prices. Key drawer – A drawer located underneath the counter of the front desk that holds room keys in slots in numerical order. Hard water – Water that contains more than 60 ppm ( part per million ) of calcium and/or magnesium is called hard water. Potential gross income – The amount of sales a hotel might obtain at a given level of occupancy, average daily rate and anticipated yield. VisitEngland – Tourist board for England. Submitted by professionals in the hotel and planner side of hospitality, these were the most common hotel acronyms and abbreviations that professionals need to know. Groupthink – The tendency of a group to stifle differences of opinion in an effort to preserve group unity and harmony; may arise during the norming stage of team development. 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. To ask that a service or product is available only for you at a particular … Channel management – Objective review of the most profitable marketing approach for guest rooms, central reservation system, GDS, third party reservation system, toll free phone reservation, travel agent, etc. For example, telephone calls or mini bar charges that weren't determined before the guest left. Pick up rooms – Rooms from the open section assigned to different GRAs to balance out the workload. Walk in guest – Guest who request a room rental without having made a reservation. Bath linen – Include bath towels, hand towels, face towels, washcloths and fabric bath mats. Common GDS include Sabre, Galileo and Amadeus. An efficient and effective reservation system is what adds to the hotel’s profitability. 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. Soiled linen – Dirty and stained linen that required laundering. DBB – Rates that include Dinner, Bed and Breakfast. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, special … 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. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, … 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. Water closet – Sanitary fitting consisting of the toilet bowl and the cistern. 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. 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. Front of the house – The functional areas of the hotel in which employees have extensive guest contact, such as food and beverage outlets and front office areas. Don't know your ADRs from your FITs? Conflict Management – A process in which a manager attempts to resolve a conflict by applying listening skills, feedback skills and one or more of a variety of conflict-management strategies. Account payable – Financial obligations the hotel owes to private and government-related agencies and vendors. Average Daily Rate ( ADR ) – A measure of the hotel staff’s ability to sell available room rates; the method to compute the ADR is : Balance sheet – An official financial listing of assets, liabilities and owner’s equity. Understays – Guest who arrive on time but decide to leave before their predicted date of departure. It may also be called a Sico bed ( after another leading manufacturer of foldaway or wall beds ). Make up – servicing of the room while a guest is registered in the room. Banquet sheet – a listing of the details of an event at which food and beverage are served. The term ‘reservation’used in the context of a hotel, means the booking or reserving of a room (accommodation) by a guest. These involve individuals purchasing the ownership of accommodations for a specific period of time, usually one or two weeks a year. It is mainly used for changing. Group Rates – Negotiated rates (usually discounted against standard rates) for group travel. Corporate Rates – Rates negotiated by corporates/companies with a hotel or sales team. A target against which success can be measured. Tent cards – Hotel publicity cards in the shape of tents placed in guestrooms. Sous Chef – ‘Under Chef'. The entire front office activities start the moment a… Overbooking – Accepting reservations for more rooms than are available by forecasting the number of no show reservations, stayovers, understays, and walk ins, with the goal of attaining 100 percent occupancy. Hello, welcome to [name … Job analysis – A detailed listing of the tasks performed in a job, which provides the basis for a sound job description. Sustainable Tourism – Generally refers to environmentally conscious hoteliers/guests. Cross-functional team – A team of individuals from different organizational units or functions that solves problems and develops solution effecting the organization as a system. Common GDS include Sabre, Galileo and Amadeus. Hard key system – A security devise consisting of the traditional hard key that fits into keyhole in a lock; preset tumblers inside the lock are turned by the designated key. Amenities – Personal toiletry items such as shampoo, toothpaste, mouthwash and electrical equipment. Marquee – The curbside message board, which includes the logo of the hotel and space for a message. 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. Reservations leads to reserving of a particular type of room for a particular guest for a given period of time. Crisis management – maintaining control of an emergency situation. TA – Travel Agent (or can sometimes be used to refer to TripAdvisor). Occ (or Occupancy) – The rate of occupation of a hotels total rooms, at any given time. SWOT analysis – A brainstorming technique. Don't worry, you're not alone. Debit – An increase in an asset or a decrease in a liability. Par System – A level of inventory established that provides adequately for service. These are the hotel switchboard operators who answer calls and connect them to the appropriate extensions. VisitScotland – Tourist board for Scotland. Snag List – Generally refers to a list of problems/issues that need addressed (usually as a result of a new hotel launch). Timeshares – vacation interval hotels. CRO – Central Reservations Office – the central ‘hub' that handles bookings of behalf of a hotel (or chain). Limited service – A level of service provided by a hotel with guest room accommodations and limited food service and meeting space. This can include guests attending conferences, meetings and tours etc. Fam Tour/Trip – Familiarisation tours/trips generally refer to complimentary stays for corporate guests who may be considering using the hotel for their organisation (accommodation, conferences etc.). Pre-Opening Budgets – These budget allocate resources for opening parties, advertising, initial generation of goodwill, liaisons and PR. Refurbish – To give a new look to a room by re-docarating, renewing soft furnishings, and possibly changing the carpet and touching up the furniture. Room Inventory – the volume of rooms available to be sold. Additionally, the following terms and conditions apply when you make a tailor-made/group reservation with Icehotel. Computer supplies – Paper, forms, ribbons, ink cartridges needed to operate the system. Collective bargaining unit – A labor union. Early check-in and late check-out may be available up request. 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