Hotel glossary · 329 terms
Hotel terms, explained in plain English.
Revenue, distribution, front office, food and beverage, finance, marketing and technology. From ADR and CTA to webhooks and yield management.
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1 term- 3-D Secure
- An authentication step for online card payments in which the card issuer verifies the cardholder, usually by app approval or one-time code. For hotels it shifts liability for many fraud chargebacks away from the property.
A
26 terms- Abandoned bookingBooking abandonment
- A reservation a visitor starts on a booking engine but leaves before paying or confirming. Hotels often follow up with reminder emails or retargeting to recover some of these bookings.
- Accessible room
- A room designed for guests with reduced mobility or other disabilities, typically with wider doors, grab rails, a roll-in shower and lowered fixtures. Requirements are set by local building and accessibility regulations.
- Accounts receivableAR
- Money owed to the hotel by guests, companies, travel agents and other debtors for services already provided. In hotels it is usually managed through the city ledger once a balance leaves the guest folio.
- AcquirerAcquiring bank
- The bank or payment institution that processes card payments on behalf of a merchant and deposits the funds into the merchant's account. The hotel's acquirer sets its card processing fees and settlement timing.
- ADRAverage daily rate
- Room revenue divided by the number of rooms sold for the same period. It shows the average price achieved per occupied room and, with occupancy, drives RevPAR.
- Advance deposit
- A payment a guest makes before arrival to secure a reservation, held as a liability until the stay takes place. Deposit rules are set by the rate plan or cancellation policy.
- Advance purchase rate
- A discounted rate available only when booked a minimum number of days before arrival, often paid in full at booking and non-refundable. It is a common rate fence that rewards early commitment.
- AEOAnswer engine optimisation
- The practice of structuring content so AI assistants and answer engines can find, understand and quote it. For hotels it means clear, factual answers about the property, location and policies.
- Agency model
- A distribution arrangement in which the guest pays the hotel directly, usually at the property, and the hotel later pays the intermediary a commission. It contrasts with the merchant model.
- AI concierge
- A software assistant that answers guest questions, makes recommendations and handles simple requests through chat, messaging or voice. It typically draws on hotel information and escalates complex requests to staff.
- Airport transfer
- Transport arranged by the hotel between the airport and the property, either included in a rate or sold as an extra. It is a common ancillary item, especially in resort destinations.
- All-inclusiveAI
- A board basis in which the rate includes accommodation, all meals, selected drinks and often activities. Common in resorts, the exact inclusions vary by property and should be stated clearly to guests.
- AllotmentAllocation
- A number of rooms a hotel agrees to hold for a tour operator, wholesaler or company over a set period at contracted rates. Unsold rooms return to the hotel after the release period.
- ALOSAverage length of stay
- The average number of nights per reservation over a period, calculated as room nights divided by the number of bookings. Longer stays usually lower turnover and housekeeping cost per night.
- Amenity
- A facility or item provided for guest comfort or convenience, such as a pool, gym, toiletries or in-room coffee. Amenities also appear as searchable attributes in distribution content and guest filters.
- Ancillary revenue
- Income from anything a hotel sells beyond the room night, such as breakfast, spa treatments, parking, transfers or late check-out. Growing it raises total revenue per guest without adding rooms.
- APIApplication programming interface
- A defined set of rules that lets one software system request data or actions from another. Hotel systems use APIs to exchange reservations, rates, guest profiles and payments.
- App marketplace
- A catalogue of third-party applications that connect to a core hotel system, such as a PMS, through pre-built integrations. It lets hotels add tools without custom development.
- ARIAvailability, rates and inventory
- The core data a hotel distributes to its sales channels: which rooms are available, at what prices, and under which restrictions. Keeping ARI accurate across channels is the channel manager's main job.
- ARRAverage room rate
- Room revenue divided by rooms sold, used in many regions as a synonym for ADR. Some hotels calculate it slightly differently, for example excluding complimentary rooms, so definitions should be agreed internally.
- Arrival
- A guest or reservation due to check in on a given date. The arrivals list helps front office, housekeeping and concierge prepare rooms, amenities and special requests.
- Attribution
- The method of assigning credit for a booking to the marketing channels and touchpoints that led to it. It shows which campaigns, ads or emails actually drive revenue.
- Attrition
- The shortfall between the rooms a group contracted and the rooms it actually uses. Group contracts usually allow some attrition and charge for rooms released beyond that allowance.
- Audit trail
- A time-stamped record of who changed what in a system, and when. In hotels it is essential for rate changes, folio adjustments, refunds and access to guest data.
- Availability
- The number of rooms of each type a hotel can still sell for a given date. It is shared with sales channels together with rates and restrictions.
- Average checkAverage spend per cover
- Total food and beverage revenue divided by the number of covers served in a period. It is a key outlet measure alongside cover count and table turns.
B
19 terms- Back office
- The non-guest-facing functions of a hotel, such as accounting, purchasing, payroll and human resources, and the systems that support them. It contrasts with front-of-house operations.
- Banquet
- A catered function for a group, such as a dinner, wedding reception or conference lunch, served in a function room. Banquet operations are usually run by a dedicated events and catering team.
- BARBest available rate
- The lowest publicly available, unrestricted rate a hotel offers for a given date, often used as the base from which other rates are derived. It changes with demand.
- Base rate
- The reference price for a room type from which other rates are calculated by discounts, supplements or rules. Changing the base rate updates all linked derived rates.
- Bed and breakfastBB
- A board basis in which the rate includes the room and breakfast for the booked guests. It is one of the most common meal plans in distribution.
- Bedbank
- A wholesale intermediary that buys or contracts hotel rooms at net rates and resells them to travel agents, tour operators and online retailers. Bedbanks are a major source of leisure business in many markets.
- Bell desk
- The front-of-house service point responsible for luggage handling, guest escort to rooms and related errands. In smaller hotels its duties are often combined with concierge or front desk roles.
- Benchmarking
- Comparing a hotel's performance, such as occupancy, ADR and RevPAR, against a competitive set or market. It shows whether results reflect the hotel's own strategy or wider market conditions.
- BEOBanquet event order
- The internal document that details every requirement for a function, including timings, room setup, menu, equipment and billing. It is shared with all departments involved in delivering the event.
- Billboard effect
- The increase in direct bookings that comes from a hotel being visible on OTAs, as guests discover it there and then book through the hotel's own website.
- Blackout dates
- Dates on which a particular rate, promotion, voucher or loyalty redemption is not available, typically during peak demand. They protect revenue when the hotel expects to sell out anyway.
- Booker
- The person who makes a reservation, who may differ from the guest who stays, such as an assistant or travel agent. Hotels often store booker and guest details separately.
- Booking engineInternet booking engine (IBE)
- The software on a hotel's own website that lets guests check availability, choose rooms and rates, and book and pay directly. It is the core tool for commission-free direct bookings.
- Booking windowLead time
- The time between the date a reservation is made and the arrival date. Tracking it helps revenue managers set rates and restrictions at the right moment for each market segment.
- Brand.com
- A hotel's or hotel group's own website as a booking channel. The term is used to distinguish direct web bookings from those made through third-party channels.
- Budget
- The annual financial plan setting revenue, cost and profit targets for a hotel, usually by month and department. Actual results and forecasts are regularly measured against it.
- Business date
- The operating date a hotel system uses for postings and reports, which moves forward only when the night audit is run. It can differ from the calendar date after midnight.
- Business intelligenceBI
- Tools and practices for combining data from hotel systems into reports and dashboards that support decisions. Typical uses include revenue, segment, channel and profitability analysis.
- Buyout
- An arrangement in which a group or client books an entire venue, outlet or hotel for exclusive use. Pricing usually reflects the revenue the hotel would otherwise expect to earn.
C
41 terms- Cancellation policy
- The terms setting when a reservation can be cancelled free of charge and what fee applies after that. Policies vary by rate plan, season and booking type.
- Cash drop
- The deposit of cash takings by a cashier into a secure safe at the end of a shift, recorded against that cashier. It supports cash control and reconciliation.
- Cashiering
- The front office functions of posting charges, taking payments, issuing receipts and settling folios. Each cashier's transactions are balanced at shift end.
- Catering
- The provision of food and beverage for events, meetings and functions, on or off the hotel premises. In many hotels it is sold together with meeting space by the events team.
- CDPCustomer data platform
- Software that unifies customer data from many systems into single profiles for segmentation, personalisation and marketing activation. In hotels it typically combines PMS, booking, F&B and marketing data.
- Chain code
- A code identifying a hotel brand or group in global distribution systems, used by travel agents to search and book. Independent hotels often use a representation company's code.
- Channel manager
- Software that connects a hotel's inventory to multiple online channels and keeps availability, rates and restrictions in sync. It also brings channel reservations back into the hotel's systems.
- Channel mapping
- Linking a hotel's room types and rate plans in its own system to the matching products on each sales channel. Wrong mapping causes incorrect prices or failed bookings.
- Channel mix
- The share of a hotel's bookings or revenue coming from each distribution channel, such as direct, OTA, GDS or wholesale. Managing it balances reach against acquisition cost.
- Chargeback
- A reversal of a card payment initiated by the cardholder's bank after a dispute. Hotels face chargebacks over no-show fees, damages or unrecognised charges, and must provide evidence to contest them.
- Chatbot
- Software that holds automated text conversations with guests on a website or messaging app. Simple chatbots follow scripts, while AI-based ones interpret free-text questions.
- Check-in
- The process of registering an arriving guest, confirming the booking, taking payment or a guarantee and issuing keys. It can happen at the desk, a kiosk or digitally before arrival.
- Check-out
- The process of settling a guest's folio and ending the stay, after which the room becomes available for cleaning. Many hotels also offer express or mobile check-out.
- City ledger
- The accounts receivable ledger for balances owed by non-resident debtors, such as companies, travel agents and groups, after the guest has checked out. Balances are invoiced and collected by finance.
- City taxTourism tax
- A tax levied by a city or region on overnight stays, usually per person per night or as a percentage of the room rate. Rules and names vary widely by location.
- Cloud PMS
- A property management system hosted by the vendor and accessed through a web browser, rather than installed on servers at the hotel. It is typically sold as a subscription.
- CMSContent management system
- Software used to create, edit and publish website content without writing code. Hotels use it to manage pages, images, offers and translations on their website.
- Commission
- A fee, usually a percentage of the booking value, that a hotel pays an intermediary such as an OTA or travel agent for a reservation. It is a main part of distribution cost.
- Comp setCompetitive set
- A group of competing hotels chosen for comparison of rates and performance, typically similar in location, quality and market. It is the basis for rate shopping and benchmarking.
- ComplimentaryComp
- A room, meal or service provided free of charge, for example to VIPs, event organisers or to resolve a complaint. Comps are tracked separately so they do not distort revenue statistics.
- Compression
- A period when demand across a market exceeds supply, allowing hotels to fill at higher rates and apply stricter restrictions. It often occurs around major events or peak holidays.
- Concierge
- The staff member or desk that helps guests with information, reservations, transport, tickets and local recommendations. In some hotels digital tools extend the concierge service.
- Connecting rooms
- Adjacent rooms joined by an internal door that can be opened when both are booked by the same party. They are popular with families and must be blocked together.
- Consent
- A guest's recorded permission for the hotel to use their personal data for a specific purpose, such as marketing emails. Data protection laws define when consent is needed and how it is captured.
- Consortia
- Networks of travel agencies or travel management companies that negotiate preferred rates and benefits with hotels on behalf of their members. Hotels join through annual programmes, often via the GDS.
- ContentProperty content
- The descriptive information a hotel supplies to channels and its own website, such as photos, room descriptions, amenities and policies. Accurate, rich content improves conversion.
- Contribution margin
- Revenue from a booking or segment minus the variable costs of serving it, such as commission, payment fees and consumables. It shows which business is really most profitable.
- Conversion rate
- The share of visitors or enquiries that result in a booking, for example website sessions that end in a reservation. It measures how well a site or sales team turns interest into revenue.
- Corkage
- A fee charged when guests bring their own wine or spirits to be served in a restaurant or at a function. It covers service and glassware.
- Corporate rate
- A rate offered to business travellers from companies, either as a general published rate or negotiated with a specific account. It usually includes flexible cancellation.
- Cost centre
- A department that incurs costs but does not directly earn revenue, such as maintenance, human resources or administration. Uniform accounting systems report these as undistributed expenses.
- Cost of acquisitionCustomer acquisition cost
- The total cost of winning a booking, including commissions, marketing, payment fees and system fees. Comparing it by channel shows the true profitability of each source.
- Cover
- A single guest served in a restaurant or at a function. Covers are counted to measure outlet volume and to calculate average check.
- CPORCost per occupied room
- The cost of servicing one occupied room night, including labour, linen, amenities and utilities. It is used to control rooms department costs and assess profitability.
- Credit limit
- The maximum balance a guest folio or company account can reach before payment or approval is required. Front office and finance monitor limits to reduce bad debt.
- CRMCustomer relationship management
- The practices and software used to manage relationships with guests and accounts, including profiles, communications, preferences and sales activity. In hotels it supports marketing, loyalty and group sales.
- Cross-selling
- Offering a guest additional products related to their booking, such as dinner, spa treatments or airport transfers. It differs from upselling, which moves the guest to a higher-value version of the same product.
- CRSCentral reservation system
- A system that holds rates and inventory centrally for one or many hotels and distributes them to channels such as the GDS, websites and call centres. It is common in hotel groups.
- CTAClosed to arrival
- A restriction that prevents new reservations arriving on a specific date, while still allowing stays that arrive earlier and continue through that date.
- CTDClosed to departure
- A restriction that prevents reservations from checking out on a specific date, often used to protect longer stays over busy periods.
- Cut-off date
- The date by which a group must confirm names or release unused rooms from its block back into general inventory. After it, the hotel may resell the rooms.
D
22 terms- Dashboard
- A screen that brings key figures and alerts together in one view, updated from live or recent data. Hotel teams use dashboards to track occupancy, pickup, arrivals and revenue without running separate reports.
- Data migration
- The process of moving records such as guest profiles, future reservations and ledgers from an old system into a new one. It includes mapping, cleaning and testing so balances and bookings arrive intact.
- Data warehouse
- A central database that stores historical data from several systems, structured for reporting and analysis rather than daily operations. Hotels use one to combine PMS, POS and marketing data for trend analysis.
- Day delegate rateDDR
- A fixed price per attendee for a day meeting that bundles the meeting room, refreshments, lunch and standard audiovisual equipment. It simplifies quoting for conference organisers; a 24-hour delegate rate adds an overnight stay.
- Day guest
- A visitor who uses hotel facilities such as the pool, spa, beach club or a day room without staying overnight. Day guests are often sold passes or packages and may need their own profile and charges.
- Day use
- A booking of a room for part of a day, typically a few hours between morning and evening, with no overnight stay. It is sold at a reduced rate and is common near airports and in city hotels.
- DeduplicationMerge
- The process of finding and combining duplicate guest records that describe the same person, so stays, spend and preferences sit on one profile. It is essential for accurate guest history and marketing.
- DenialsRegrets
- Booking requests a hotel could not accept, either because the room type or dates were unavailable (denials) or because the guest declined the price or terms (regrets). Tracking them helps estimate unconstrained demand.
- Departure
- A reservation scheduled to check out on a given day. The departures list drives front desk billing, housekeeping priorities and room availability for that day's arrivals.
- Deposit
- A payment taken before arrival to secure a reservation, usually a set amount, a number of nights or a percentage of the stay. It is held on the deposit ledger until the guest arrives or the booking is cancelled.
- Deposit ledgerAdvance deposit ledger
- The accounting ledger that holds money received for future reservations. Balances move to the guest ledger when the guest checks in, or are refunded or forfeited if the booking is cancelled or a no-show.
- Derived rateLinked rate
- A rate calculated automatically from a parent rate, usually the BAR, by a fixed amount or percentage. When the parent changes, every derived rate moves with it, which keeps pricing consistent across plans.
- Digital check-inOnline check-in
- A process that lets guests complete registration before arrival on a phone or computer, including identity details, arrival time and payment. It shortens front desk queues and can enable a mobile key.
- Direct booking
- A reservation made directly with the hotel through its website, phone, email or front desk, rather than through an intermediary. Direct bookings avoid commission and give the hotel full access to guest data.
- Displacement
- The revenue a hotel gives up when it accepts one piece of business, such as a group, that takes rooms which could have been sold to higher-paying guests. Displacement analysis decides whether a booking adds net value.
- DNDDo not disturb
- A status set by a guest, by door sign or in-room control, asking that the room not be entered or serviced. Housekeeping records DND rooms and hotels usually set a welfare check policy for long DND periods.
- Door lock interface
- The integration between the PMS and the electronic lock system that encodes key cards or issues mobile keys at check-in. It sets access rights and expiry to match the reservation dates.
- Double occupancy
- A room occupied by two guests, and the basis on which many hotel rates are quoted. Single or triple occupancy may be priced by removing or adding a supplement to the double rate.
- Due out
- A room status meaning the guest is expected to check out today. Front office and housekeeping use due-out lists to plan billing, luggage and cleaning order.
- Dunning
- The structured process of reminding customers about unpaid invoices, escalating in tone and frequency over time. Hotels apply it to city ledger accounts such as corporate clients, travel agents and groups.
- Duty managerManager on duty
- The senior manager responsible for the whole hotel during a shift, especially evenings, nights and weekends. The duty manager handles escalations, emergencies, VIP arrivals and walked guests.
- Dynamic pricing
- The practice of changing room prices frequently in response to demand, booking pace, competitor rates and remaining inventory. Rates may move daily or several times a day rather than following fixed seasonal tables.
E
8 terms- Early bird rateAdvance purchase rate
- A discounted rate available only when booked a set number of days before arrival, often with prepayment and limited cancellation. It rewards planners and secures revenue early.
- Early check-in
- Arrival and room access before the standard check-in time. It depends on room availability and is often sold as a paid option or given to loyalty members and VIPs.
- Early departure
- A guest who checks out before the originally booked departure date. Hotels may charge an early departure fee under their policy, and the released nights return to inventory.
- EBITDAEarnings before interest, taxes, depreciation and amortisation
- A profit measure that excludes financing costs, taxes and non-cash charges. Owners and investors use it, alongside GOP, to judge a hotel's operating performance and value.
- Email marketing
- Sending targeted promotional or informational emails to guests and prospects who have consented to receive them. Hotels use it for offers, pre-arrival messages, post-stay follow-up and loyalty communication.
- Encryption
- The conversion of data into a coded form that only authorised parties can read. Hotels rely on it to protect card details, guest records and passwords both in storage and in transit.
- ExperienceBookable activity
- A bookable activity or service offered to guests, such as a tour, cooking class, spa ritual or excursion. Experiences add ancillary revenue and can be sold with a room or on their own.
- Extra bedRollaway
- An additional bed placed in a room for a third guest, usually charged as a supplement per night. Availability is limited by room size, stock of beds and fire rules.
F
13 terms- F&BFood and beverage
- The hotel department and revenue stream covering restaurants, bars, room service, banqueting and minibar. It is usually the second largest source of hotel revenue after rooms.
- F&B minimumFood and beverage minimum
- The minimum amount an event client must spend on food and drink for a function room or venue to be released without a separate room hire fee. Any shortfall is typically charged.
- FF&EFurniture, fixtures and equipment
- The movable furniture, fittings and equipment in a hotel, such as beds, lighting and kitchen equipment. Owners usually set aside an FF&E reserve, a percentage of revenue, to fund replacement.
- FITFree independent traveller
- A guest travelling independently rather than as part of a group or tour, booking individually. The term is also used for individual rates contracted with tour operators.
- Flash report
- A short daily summary of the previous day's key results, such as occupancy, ADR, RevPAR, revenue by department and arrivals. It is produced after the night audit for management.
- Folio
- The itemised account of charges and payments for a guest or reservation during a stay. Room nights, taxes, food, drink and other services post to the folio, which is settled at check-out.
- Food cost
- The cost of ingredients used to produce the food sold, usually expressed as a percentage of food revenue. Kitchens track it to control waste, portioning and menu pricing.
- Forecast
- A projection of future occupancy, rates and revenue for each date, based on bookings on the books, pace, history and market events. Forecasts guide pricing, staffing and purchasing.
- Franchise
- An arrangement in which a hotel owner operates under a brand's name and standards in return for fees, while running or contracting the operation separately. Fees usually cover royalties, marketing and reservations.
- Free sale
- An agreement letting a partner such as a tour operator sell rooms without checking availability first, until the hotel closes the arrangement. It differs from an allotment, where a set number of rooms is held.
- Front office
- The guest-facing department covering reception, reservations, concierge, bell service and guest relations. It manages check-in, check-out, room assignment and guest accounts.
- Full boardFB
- A meal plan that includes breakfast, lunch and dinner with the room, usually excluding drinks. It is common in resorts and remote locations.
- Function sheet
- An internal document listing the details of an event for operating departments, such as timings, room setup, menus, equipment and billing. In many hotels it is the same as the BEO.
G
14 terms- GDPRGeneral Data Protection Regulation
- The European Union law governing how personal data is collected, used, stored and shared. It applies to hotels anywhere that handle data of guests in the EU, and requires a lawful basis such as consent.
- GDSGlobal distribution system
- A network that connects travel agents and travel management companies to airline, hotel and car inventory worldwide. Hotels load rates into the GDS, usually through a switch or central reservation system, to win corporate and agency business.
- GEOGenerative engine optimisation
- The practice of structuring content so that AI assistants and generative search tools understand, quote and cite it in their answers. It builds on SEO with clear definitions, facts and structured data.
- GOPGross operating profit
- Total hotel revenue minus departmental and undistributed operating expenses, before management fees, fixed charges and financing. It is a standard measure of how well the hotel is run.
- GOPPARGross operating profit per available room
- Gross operating profit divided by the number of available rooms for the period. Unlike RevPAR, it reflects costs as well as revenue, so it shows profitability rather than sales alone.
- Group block
- A number of rooms held for a group, such as a wedding, tour or conference, under agreed rates and dates. Unused rooms return to general inventory at the cut-off date.
- Guaranteed reservation
- A booking secured by a card, deposit or company guarantee, so the hotel holds the room through the night of arrival. If the guest does not arrive, a no-show charge usually applies.
- Guest app
- A mobile app or web app that lets guests manage their stay, such as checking in, opening doors, ordering services, messaging staff and viewing their bill.
- Guest history
- The record of a guest's past stays, spend, preferences and interactions held on their profile. Staff use it to recognise returning guests and personalise service.
- Guest journey
- The full sequence of stages a guest goes through, from inspiration and booking to pre-arrival, stay, departure and post-stay. Hotels map it to plan communications and service touchpoints.
- Guest ledger
- The accounting ledger holding the balances of guests currently in house. At check-out, balances are settled or transferred to the city ledger for later billing.
- Guest messaging
- Two-way text communication between a hotel and its guests over channels such as SMS, messaging apps and web chat. It is used for pre-arrival questions, requests during the stay and follow-up.
- Guest profile
- The record describing an individual guest, including contact details, preferences, stay history, spend and consents. Profiles are shared across reservations so staff and systems recognise the same person.
- Guest satisfactionCSAT
- A measure of how pleased guests are with their stay, usually collected through post-stay surveys and online reviews. Scores are tracked by department to find service issues.
H
6 terms- Half boardHB
- A meal plan that includes breakfast and one other main meal, usually dinner, with the room. Drinks are normally excluded.
- High seasonPeak season
- The period of the year with the strongest demand and highest rates for a destination. Hotels often apply minimum stays and stricter cancellation terms during high season.
- House use
- A room occupied by staff or management for hotel business, not sold and not charged. It is reported separately so it does not distort occupancy and revenue figures.
- Housekeeping
- The department responsible for cleaning and preparing rooms and public areas, managing linen and laundry, and reporting room status to the front office.
- HTNGHospitality Technology Next Generation
- An industry body, now part of a hotel industry association, that publishes integration standards for hotel systems. Its specifications cover interfaces such as door locks, payments and property management.
- Hurdle rate
- The minimum rate a hotel will accept for a room on a given date, set by expected demand. Bookings below the hurdle are closed, and group quotes are tested against it.
I
9 terms- IATA number
- An identification code issued to accredited travel agencies by the International Air Transport Association. Hotels use it to identify the booking agent and to pay commission.
- IDSInternet distribution system
- A general term for online channels that sell hotel rooms outside the GDS, such as online travel agencies and their affiliates. Usage is now less common than simply 'online channels'.
- In-house guest
- A guest currently checked in and staying at the hotel. The in-house list is used for service, security, billing and emergency counts.
- Incidentals
- Charges during a stay beyond the room rate, such as food, drink, minibar, laundry and phone. Hotels often take a pre-authorisation at check-in to cover them.
- Inclusions
- Items or services bundled into a rate, such as breakfast, airport transfer, spa credit or parking. Inclusions must be delivered and accounted for, often by allocating part of the rate to other departments.
- Inspection
- A supervisor's check of a room after cleaning to confirm it meets standards before it is released for sale. Rooms move from clean to inspected status once passed.
- Integration
- A connection that lets two systems exchange data automatically, such as reservations, charges or guest details. Good integration removes manual re-entry and keeps records consistent.
- Interface
- The technical link between a hotel system and another system or device, such as the PMS with the POS, door locks or phone system. It defines which data passes and in which direction.
- Inventory
- The rooms, or other bookable units, a hotel has available to sell for each date, broken down by room type. Channels draw on shared inventory so that the same room is not sold twice.
K
4 terms- Key card
- A plastic card, usually magnetic stripe or RFID, encoded to open a guest's room for the dates of the stay. It may also give access to lifts, gyms and other areas.
- KioskSelf-service kiosk
- A self-service terminal in the lobby that lets guests check in, pay, and receive a key card without queuing at reception.
- Kitchen display systemKDS
- A screen in the kitchen that shows orders sent from the POS, replacing printed tickets. It helps chefs track timing, course sequence and order status.
- KPIKey performance indicator
- A measurable figure used to track performance against a goal. Common hotel KPIs include occupancy, ADR, RevPAR, GOPPAR and guest satisfaction scores.
L
9 terms- Last room availabilityLRA
- A contract term, often in corporate agreements, requiring a hotel to sell the negotiated rate as long as any room of that type is available. Non-LRA rates may be closed when demand is high.
- Late check-out
- Departure after the standard check-out time, subject to availability. It may be sold as an extra, charged by the hour or as a half day, or offered to loyalty members.
- Lead time
- The number of days between the booking date and the arrival date. Average lead time by segment helps hotels set pricing, advance purchase offers and marketing timing.
- Length of stay (LOS)LOS
- The number of nights in a reservation. Hotels analyse LOS patterns and apply minimum or maximum stay restrictions to shape demand across the week.
- Lifetime valueCustomer lifetime value (CLV)
- An estimate of the total revenue or profit a guest will bring over their whole relationship with a hotel or brand. It helps decide how much to spend acquiring and retaining different guests.
- Look-to-book ratio
- The number of availability searches compared with the number of bookings made. High ratios can burden connections, so some channels set limits or charge for excessive searches.
- Lost and found
- The process and log for recording, storing and returning items left behind by guests. Items are logged with date and location, held for a set period, then disposed of under policy.
- Low seasonOff-peak season
- The period of the year with the weakest demand for a destination, when rates are lower and hotels focus on promotions, packages and local business. In the tropics it often matches the rainy season.
- Loyalty programme
- A scheme that rewards repeat guests with points, benefits or recognition based on stays or spend. It encourages direct booking and gives the hotel richer guest data.
M
17 terms- Machine learning
- A branch of artificial intelligence in which software learns patterns from data to make predictions. In hotels it is used for demand forecasting, pricing recommendations and guest personalisation.
- Management contract
- An agreement under which an owner hires a hotel company to run the property for fees, typically a base fee on revenue and an incentive fee on profit. The owner keeps the financial risk.
- Mapping
- Linking codes in one system to their matching codes in another, such as room types, rate plans or charge codes. Accurate mapping is required for channels and interfaces to exchange data correctly.
- Market segment
- A category used to group bookings by type of guest or source, such as transient, corporate, group, wholesale or leisure. Segment reporting shows where business comes from and how it performs.
- Master account
- A billing account that collects shared charges for a group or event, such as room nights, meals or meeting rooms, paid by an organiser rather than individual guests.
- Max LOSMaximum length of stay
- A restriction that limits the number of nights a reservation may include for a given arrival date or rate. It is less common than minimum stay and is used to protect shorter, higher-rate stays.
- Maximum occupancy
- The highest number of guests, adults and children, permitted in a room type under safety and hotel rules. Systems use it to block bookings with too many occupants.
- Merchant account
- A bank account arrangement that allows a business to accept card payments. Funds from card transactions are settled into it by the acquirer after fees.
- Merchant model
- A distribution model in which an intermediary buys rooms at a net rate, sets the selling price, takes payment from the guest and pays the hotel later. It contrasts with the agency model.
- Metasearch
- A website or app that compares hotel prices from many channels, including the hotel's own site, and sends the user to book on the chosen one. Hotels usually pay per click or per booking.
- MICEMeetings, incentives, conferences and exhibitions
- The business events segment covering corporate meetings, incentive trips, conferences and exhibitions. It drives group rooms, function space and banqueting revenue.
- Middleware
- Software that sits between systems and translates or routes data between them. Hotels use it to connect a PMS to channels, payment providers or other applications that do not link directly.
- Min LOSMinimum length of stay
- A restriction requiring a reservation to include at least a set number of nights, often applied over weekends, holidays and events. It prevents short stays from blocking longer, more valuable ones.
- Minibar
- A small in-room refrigerator or cabinet stocked with drinks and snacks charged to the guest's folio when consumed. Consumption is checked by staff or detected by sensors.
- Mobile key
- A digital room key stored in a smartphone app that opens the door by Bluetooth or NFC. It allows guests to skip the front desk after digital check-in.
- MPIMarket penetration index
- A hotel's occupancy divided by its competitive set's occupancy, multiplied by 100. A score above 100 means the hotel captures more than its fair share of demand.
N
7 terms- Negotiated rate
- A rate agreed between a hotel and a specific company, agency or organisation, usually based on expected volume. It may be fixed or a discount off the BAR.
- Net rate
- The rate a hotel receives after commission, or the rate given to a wholesaler or tour operator who adds a markup before selling. It must not be shown publicly below the published rate.
- NetRevPARNet revenue per available room
- Room revenue minus distribution costs such as commissions and transaction fees, divided by available rooms. It shows how much revenue a hotel keeps after the cost of acquiring each booking.
- Night audit
- The daily end-of-day process that posts room and tax charges, checks transactions, reconciles departments and rolls the system to the next business date. It produces the day's revenue and statistics reports.
- No-show
- A guest with a reservation who neither arrives nor cancels. Hotels may charge a no-show fee, often the first night, against a guarantee, and release the room.
- Non-refundable rate
- A discounted rate paid in full at or soon after booking, with no refund for cancellation or changes. It trades flexibility for price and helps secure revenue.
- NPSNet Promoter Score
- A loyalty measure based on the question 'how likely are you to recommend us?' scored 0 to 10. The percentage of detractors (0 to 6) is subtracted from the percentage of promoters (9 to 10).
O
13 terms- OccupancyOccupancy rate
- The percentage of available rooms sold in a period, calculated as rooms sold divided by rooms available. The term is also used for the number of guests in a room.
- On-premiseOn-premises
- Software installed and run on servers located at the hotel, maintained by the hotel's own IT staff. It contrasts with cloud software, which is hosted by the provider and accessed online.
- Online reputation
- How a hotel is perceived through online reviews, ratings and social media. Reputation management includes monitoring reviews, responding to them and acting on recurring issues.
- OOOOut of order
- A room status for a room that cannot be sold, usually due to major maintenance or renovation. OOO rooms are removed from available inventory and from occupancy calculations.
- OOSOut of service
- A room status for a room temporarily withheld from sale for a minor issue that can be fixed quickly. Unlike OOO, the room usually stays in available inventory for reporting.
- Opaque rate
- A discounted rate sold without revealing the hotel's name until after purchase, or hidden inside a package. It lets hotels discount without undermining their public rates.
- OpenTravel standards
- Common XML and JSON message specifications for exchanging travel data, such as availability, rates and reservations, between hotels and distribution partners. Many channel connections are built on them.
- Opt-in
- A guest's active agreement to receive marketing or to allow a specific use of their data, such as ticking an unticked box. Many privacy laws require opt-in for marketing messages.
- OTAOnline travel agency
- A website or app that sells hotel rooms and other travel to consumers, earning commission or a margin. OTAs bring reach and visibility but add acquisition cost.
- OTBOn the books
- The reservations, room nights and revenue already confirmed for future dates at a given point in time. Revenue managers compare OTB with forecasts and last year to judge pace.
- Outlet
- A revenue-generating point of sale within the hotel, such as a restaurant, bar, spa, shop or room service. Each outlet usually has its own POS configuration and reporting.
- Overbooking
- Accepting more reservations than available rooms, expecting that some guests will cancel or not arrive. It is set from historical no-show and cancellation rates, and requires a plan for walking guests if everyone arrives.
- Overstay
- A guest who stays beyond the original departure date. Overstays must be checked against availability, and the rate for extra nights may differ from the booked rate.
P
26 terms- PaceBooking pace
- The speed at which reservations for a future date accumulate, compared with a reference such as the same point last year or the budget. Pace running ahead suggests room to raise rates; running behind may call for action.
- Package
- A rate that bundles a room with other items such as breakfast, spa treatments, transfers or dinner, sold for one price. The PMS splits the package revenue across the relevant departments behind the scenes.
- PaxPassengers or persons
- Hotel and travel shorthand for the number of people, used on bookings, restaurant covers and event orders. A booking for 2 pax is for two guests; widely used across Asia-Pacific and Europe.
- Pay at hotelPay at property
- A booking arrangement in which the guest pays the hotel directly during or after the stay rather than when booking. The hotel usually holds card details or a deposit as a guarantee.
- PaymasterPaymaster account
- A non-room account in the PMS used to hold charges that do not belong to a specific guest room, such as a group master bill, an event or a walk-in restaurant customer.
- Payment gateway
- The service that securely passes card payment details from a website, booking engine or terminal to the card networks and acquiring bank for authorisation. It returns an approval or decline in seconds.
- Payment linkPay-by-link
- A secure web link sent to a guest by email or message so they can pay a deposit or balance online. It avoids taking card numbers by phone and keeps card data out of hotel systems.
- PBXPrivate branch exchange (call accounting)
- The hotel's internal telephone system. Its interface to the PMS opens and closes room phone lines at check-in and check-out, sets wake-up calls and posts call charges to the guest folio.
- PCI DSSPayment Card Industry Data Security Standard
- The global security standard that any business storing, processing or transmitting card data must follow. Hotels reduce their compliance burden by tokenising cards so raw card numbers never touch their own systems.
- PDPAPersonal Data Protection Act
- The name of data protection laws in several Asia-Pacific countries, including Thailand and Singapore. They govern how hotels collect, use, store and share guest personal data, including consent for marketing.
- Personalisation
- Tailoring offers, messages and service to an individual guest using what is known about them, such as past stays, preferences and behaviour. Examples include a preferred room type pre-assigned or a relevant pre-arrival offer.
- Pickup
- The number of room nights or revenue added for a future date over a given period, such as the last seven days. Revenue managers track pickup to judge demand and adjust pricing.
- PMSProperty management system
- The core operating system of a hotel, holding reservations, room inventory, guest profiles, check-in and check-out, housekeeping status and guest folios. Most other hotel systems connect to it.
- PointsLoyalty points
- The currency of a loyalty programme, earned by members on stays and spend and redeemed for free nights, upgrades or other rewards. Each point carries a cost to the hotel that finance must account for.
- POSPoint of sale
- The system used in restaurants, bars, spas and shops to take orders, print bills and accept payment. Linked to the PMS, it lets outlets post charges directly to a guest's room folio.
- Post to roomRoom charge
- Charging a purchase made in a hotel outlet, such as a restaurant bill, to the guest's room folio instead of paying on the spot. The guest settles everything together at check-out.
- Post-stay
- The period after a guest checks out, and the communications sent in it, such as thank-you emails, satisfaction surveys, review requests and offers to encourage a return visit.
- Posting
- Recording a charge, payment or adjustment on a folio or ledger in the PMS, each tagged with a transaction code. Postings can be manual or automatic, such as nightly room and tax postings during the night audit.
- PPCPay-per-click
- Online advertising in which the hotel pays each time someone clicks its ad, typically on search engines or metasearch sites. Performance is judged by cost per booking and return on ad spend.
- Pre-arrival
- The period between booking and arrival, and the communications sent in it, such as confirmation, upsell offers, digital check-in invitations and practical information about the stay.
- PrepaidPrepaid rate
- A rate paid in full at the time of booking, usually non-refundable and offered at a discount in exchange for the hotel receiving cash early and removing cancellation risk.
- Price ceilingRate ceiling
- The highest rate a hotel is willing to charge for a room type or date, set to protect brand perception and guard against automated pricing going too high.
- Price floorRate floor
- The lowest rate a hotel will accept for a room type or date, set to protect positioning and profitability. Automated pricing tools will not recommend a rate below it.
- Promo codePromotional code
- A code a guest enters when booking to unlock a special rate, discount or added value. Hotels use promo codes to target campaigns, partners or closed user groups and to track their results.
- Pseudo room
- A non-physical room set up in the PMS to hold charges or accounts, such as a group master account or a paymaster. Pseudo rooms are excluded from inventory and occupancy statistics.
Q
1 term- Queue roomQueue reservation
- A booking whose guest has arrived but whose room is not yet ready, placed in a queue so housekeeping prioritises that room. The guest is notified when it is clean and inspected.
R
37 terms- Rack rate
- The standard published full price for a room before any discounts. Few guests pay it today, but it remains a reference point against which other rates are set.
- Rate fence
- A condition that separates one rate from another so different guests pay different prices for the same room, such as advance purchase, non-refundable terms, minimum stay or membership.
- Rate limit
- A cap on how many requests a system will accept through its API in a given time. Integrations such as channel managers must respect rate limits to avoid rejected updates.
- Rate parity
- The practice, sometimes a contractual requirement, of offering the same rate for the same room and conditions across all channels. Parity clauses in OTA contracts are restricted or banned in some countries.
- Rate planRate code
- A named set of prices and conditions for selling rooms, such as best available, advance purchase or bed and breakfast. Each plan defines inclusions, cancellation and payment terms and which channels can sell it.
- Rate shopping
- Checking competitors' and your own rates across channels, usually with automated tools, to inform pricing and spot parity breaches.
- Real-time sync
- Updating connected systems immediately when data changes, instead of in scheduled batches. For hotels it matters most for availability, where delays between systems cause overbookings.
- Reconciliation
- Matching records between two sources to confirm they agree, such as card settlements against PMS payments, or OTA commission invoices against the bookings received. Differences are investigated and corrected.
- Redemption
- Exchanging loyalty points, vouchers or certificates for a reward such as a free night, upgrade or meal. Redemptions carry a cost the hotel or programme must account for.
- Refund
- Returning money to a guest, in full or in part, for a cancelled booking, overpayment or service issue. Card refunds are normally made to the original card to reduce fraud risk.
- Registration cardReg card
- The document a guest completes or confirms at check-in, recording identity, stay details, rate and agreement to hotel terms. Many countries require hotels to keep these records for authorities.
- Release periodRelease date
- The number of days before arrival by which unsold rooms in an allotment or group block return to general inventory. After release, the hotel is free to sell them elsewhere.
- Repeat guest rateReturn guest rate
- The share of guests who have stayed before, used as a measure of loyalty and marketing success. Returning guests typically cost less to acquire than new ones.
- ReservationBooking
- A confirmed request to hold a room or service for a guest on specific dates at an agreed rate and conditions. It may be guaranteed by card or deposit, or held without guarantee until a set time.
- Resort feeFacility fee
- A mandatory daily charge added to the room rate to cover amenities such as Wi-Fi, pool or gym. Regulators in several markets require it to be shown in the headline price.
- RestrictionsStay restrictions
- Rules controlling when or how a rate or room can be booked, such as minimum or maximum stay, closed to arrival or departure, and stop sell. They are sent to channels alongside rates and availability.
- RetargetingRemarketing
- Showing ads to people who have already visited the hotel website or started a booking without completing it. It keeps the hotel in mind during the decision period.
- Revenue centre
- A department or outlet that generates revenue and is reported separately, such as rooms, each restaurant, spa or events. Revenue centres let managers see which areas drive income.
- Revenue management
- The discipline of selling the right room to the right guest at the right price through the right channel at the right time, using forecasts, pricing and inventory controls to maximise revenue or profit.
- RevPAGRevenue per available guest
- Total revenue divided by the number of guests in a period. It shows how much each guest spends across rooms, food, spa and other services.
- RevPARRevenue per available room
- Room revenue divided by the number of rooms available for sale, or ADR multiplied by occupancy. It is the most widely used measure of rooms performance because it combines rate and occupancy.
- RFPRequest for proposal
- A formal request from a company, travel buyer or event planner asking hotels to bid for its business, such as annual corporate travel or a conference. Hotels respond with rates, terms and capacity.
- RGIRevenue generation index
- A hotel's RevPAR divided by the average RevPAR of its competitive set. A result above 1 (or 100) means the hotel captures more than its fair share of revenue.
- RMSRevenue management system
- Software that forecasts demand and recommends or automatically sets room rates and restrictions to maximise revenue. It draws on bookings history, pace, competitor rates and market events.
- ROASReturn on ad spend
- Revenue generated from advertising divided by the cost of that advertising. A ROAS of 8 means each unit spent returned eight in bookings.
- Role-based accessRole-based access control
- A security approach in which users receive permissions according to their job role, such as front desk, revenue manager or finance. It limits each person to the data and actions they need.
- Room attendantHousekeeper
- The housekeeping staff member who cleans and prepares guest rooms, following a daily list of departures and stayovers. They update room status when a room is finished.
- Room hireRoom rental
- The fee charged for using a function or meeting room, sometimes waived or reduced when a food and beverage minimum is met.
- Room moveRoom change
- Transferring a guest from one room to another during the stay, whether at their request, for an upgrade or because of a fault. The PMS moves the folio and updates both room statuses.
- Room night
- One room occupied for one night, the basic unit of hotel volume. A booking of two rooms for three nights is six room nights.
- Room only (RO)
- A rate or board basis that includes accommodation only, with no meals. Guests pay separately for any food and drink.
- Room rack
- A visual view of all rooms and their current status and occupancy, originally a physical board with cards and now a screen in the PMS. Staff use it to assign rooms and spot problems.
- Room status codes
- Short codes showing whether each room is occupied and clean, such as VC (vacant clean), VD (vacant dirty), OC (occupied clean) and OD (occupied dirty). Some hotels add codes for inspected, out of order and similar states.
- Room typeRoom category
- A group of rooms sold as the same product, sharing features such as size, bed configuration and view. Rates and availability are managed and distributed by room type.
- Rooming list
- The list of guest names, room types and sharing arrangements supplied by a group organiser or tour operator, used to create individual reservations within a group block.
- RoutingFolio routing
- Rules that automatically send selected charges to another folio or account, such as a company paying room and tax while the guest pays incidentals, or all group rooms charging to a master account.
- Run of house (ROH)
- A booking or rate where the specific room type is assigned by the hotel at check-in rather than chosen by the guest. It is common for groups and wholesale contracts.
S
18 terms- SaaSSoftware as a service
- Software delivered over the internet on a subscription, hosted and maintained by the provider rather than installed on the hotel's own servers. Updates arrive automatically.
- SandboxTest environment
- A separate copy of a system used for testing integrations and changes without affecting live data. Partners typically certify an interface in a sandbox before going live.
- SegmentationMarket segmentation
- Dividing business into groups with similar behaviour, such as transient, corporate, group, leisure or wholesale, for pricing and reporting. Marketers also segment guests by profile and behaviour to target messages.
- SEOSearch engine optimisation
- Improving a website so it ranks higher in unpaid search results, through relevant content, technical quality and links from other sites. For hotels it drives lower-cost direct bookings.
- Service charge
- A percentage added to bills for rooms, food and drink, common across Asia-Pacific and parts of Europe. It is often shared among staff; rules on how it is shown and distributed vary by country.
- Settlement
- The process by which authorised card transactions are submitted to the acquirer and funds are paid into the hotel's bank account. At check-out, settlement also means closing a folio with a payment.
- Shoulder season
- The period between a destination's high and low seasons, when demand is moderate. Hotels often use targeted pricing and packages to lift occupancy at these times.
- Single source of truth
- One authoritative record for each piece of data, such as the guest profile or room inventory, that every system and team relies on. It prevents conflicting copies and manual reconciliation.
- Single supplement
- An extra charge, or the difference in price, when one person occupies a room priced on a per-person, twin-share basis. Common in tour and package pricing.
- Skipper
- A guest who leaves without checking out or paying their bill. The front office must post and chase the balance, often against a card held on file.
- SLAService level agreement
- A contract term setting the standard a supplier must meet, such as system uptime, support response times and fix times, often with credits if targets are missed.
- Sleep-out
- A room that is registered and paid for as occupied but where the guest did not sleep, usually spotted by housekeeping when the bed is unused. It is flagged for security and billing checks.
- Split bill
- Dividing one restaurant or bar bill among several guests or payment methods, by item, by seat or equally.
- Split folio
- Dividing a guest's charges between two or more folios so different parties pay different items, such as a company covering room and tax while the guest pays for meals and minibar.
- SSOSingle sign-on
- A login method that lets staff access several systems with one set of credentials, usually managed centrally. Removing a leaver's access in one place removes it everywhere.
- Stayover
- A guest who is not arriving or departing on a given day but staying on. Housekeeping plans stayover service differently from departure cleans.
- STLYSame time last year
- A comparison of current on-the-books data with the position on the same day a year earlier for the same future date. It shows whether demand is building faster or slower than before.
- Stop sell
- A restriction that closes a room type, rate plan or the whole hotel to further bookings on a given date, on one channel or all. It is used when inventory is nearly sold or to protect higher-value demand.
T
17 terms- Table turn
- The number of times a restaurant table is used by a new party during a service period. Faster turns increase covers and revenue without adding seats.
- Tablet check-in
- Checking guests in on a tablet at the desk or in the lobby, where they review details and sign on screen. It replaces paper registration cards and can capture marketing consent.
- Tax invoice
- A formal invoice that meets local tax rules, showing details such as the seller's tax number, the tax charged and the buyer's details. Business guests in many Asia-Pacific countries need one to reclaim tax.
- Tentative bookingProvisional booking
- A reservation, usually for a group or event, held without full confirmation until an option date. If not confirmed by then, the space is released.
- TierLoyalty tier
- A level within a loyalty programme, such as silver, gold or platinum, reached by staying or spending a set amount. Higher tiers bring more benefits, such as upgrades and late check-out.
- TMCTravel management company
- A specialist agency that manages business travel for companies, booking hotels mainly through GDS and negotiated corporate rates.
- Tokenisation
- Replacing a card number with a unique token that is useless if stolen, while the real number is held by a secure provider. Hotels can then charge a card on file without storing it.
- Total revenue management
- Applying revenue management to every revenue stream, including food and beverage, spa, events and parking, and to profit rather than room revenue alone.
- Trace
- A dated reminder attached to a reservation or account in the PMS for a specific department, such as arranging a cot or chasing a deposit. It appears on that team's list on the due date.
- Transaction codeTrancode
- A code in the PMS that classifies every posting, such as room revenue, breakfast, minibar, tax or card payment. Transaction codes map charges to the accounts and reports finance uses.
- TransientTransient segment
- Individual guests booking on their own rather than as part of a group, including leisure and business travellers. Transient business is usually priced dynamically.
- Travel agent
- A person or business that books travel on behalf of clients, usually earning a commission from the hotel. Agents are identified by codes such as an IATA number for commission payment.
- TRevPARTotal revenue per available room
- Total revenue from all departments, including rooms, food and beverage, spa and events, divided by the number of available rooms. It shows the hotel's full earning power per room.
- TurndownTurndown service
- An evening housekeeping service in which the room is tidied, the bed prepared for sleep and extra touches added. Common in upscale and luxury hotels.
- Two-factor authentication (2FA)
- A login method requiring a second proof of identity, such as a code on a phone, in addition to a password. It sharply reduces the risk of stolen passwords being used.
- Two-way connectivity
- A connection in which a hotel system both sends data, such as rates and availability, and receives data, such as bookings, from a partner like an OTA or channel manager.
- Two-way interface
- An integration in which both connected systems send and receive data, such as a PMS and door lock system exchanging key and room information.
U
7 terms- Unconstrained demand
- The total demand for rooms before any limits such as capacity, restrictions or price, including requests that were turned away. It is estimated to forecast accurately and set prices.
- Unified guest profileSingle guest profile
- One consolidated record per guest combining stays, spend, preferences and communications from every system and property. It replaces the duplicate, partial profiles held in separate systems.
- Upgrade
- Moving a guest to a better room type than booked, either free as a gesture or for loyalty members, or paid as an upsell.
- Upselling
- Encouraging a guest to buy a higher-value option than originally chosen, such as a better room, larger package or late check-out. It happens at booking, before arrival or at check-in.
- Uptime
- The proportion of time a system is available and working, usually stated as a percentage in an SLA. For cloud hotel systems, downtime can stop check-ins and bookings.
- USALIUniform System of Accounts for the Lodging Industry
- The standard framework for hotel financial reporting, defining departments, revenue and expense categories and key ratios. It lets owners and operators compare performance on a like-for-like basis.
- UTMUTM parameters
- Tags added to the end of a web link that tell analytics tools where a visitor came from, such as the source, medium and campaign. Hotels use them to attribute bookings to campaigns.
V
4 terms- VATValue added tax
- A consumption tax charged on goods and services at each stage of sale, added to hotel bills in many countries. Also called GST in some markets; rates and rules vary widely.
- VIPVery important person
- A guest flagged for special attention, such as a repeat guest, high spender, celebrity or company executive. VIP codes trigger amenities, preferred rooms and management greetings.
- Virtual card (VCC)Virtual credit card
- A single-use card number issued by an OTA, travel agency or company to pay the hotel for a booking. The hotel charges it for the permitted amount, often only after arrival.
- Voucher
- A prepaid document or code entitling the holder to a stay, meal or experience, sold as gifts or issued by tour operators and agents. Hotels track vouchers until they are redeemed or expire.
W
9 terms- Walk-in
- A guest who arrives without a reservation and asks for a room. Walk-ins are usually charged a current public rate and asked for payment or a deposit up front.
- Walk-upWalk-up rate
- The rate quoted to guests who arrive without a reservation, usually the current best available or rack rate. The term is sometimes used for the walk-in guest themselves.
- Walking a guestWalk
- Relocating a guest with a confirmed reservation to another hotel because no room is available, usually after overbooking. The original hotel normally pays for the alternative room and transport.
- Wash
- The difference between the rooms a group block contains and the rooms the group actually uses. Revenue managers apply expected wash when forecasting and deciding how much to overbook.
- Webhook
- A message one system sends automatically to another when an event happens, such as a new booking or payment. It lets systems react immediately instead of repeatedly checking for changes.
- WhatsApp Business
- The business version of the WhatsApp messaging app, which hotels use to confirm bookings, answer questions and send updates. Its use is widespread in Asia-Pacific, subject to opt-in and template rules.
- Wholesaler
- A company that buys hotel rooms at discounted net rates, often in bulk, and resells them to tour operators, travel agents or online sellers with its own mark-up.
- Withholding tax
- Tax that a payer must deduct from certain payments and send to the tax authority on the recipient's behalf. In some Asia-Pacific countries it applies to fees such as commissions paid to foreign OTAs.
- Work order
- A request logged for maintenance or engineering to fix a fault, such as a broken air conditioner. It tracks the problem through to completion and may take the room out of order.
Y
1 term- Yield management
- The practice, originating in airlines, of varying price and availability according to demand to maximise revenue from perishable inventory. In hotels it is largely synonymous with, or the forerunner of, revenue management.
See these numbers on your own hotel.
ADR, RevPAR and the rest, from one source of truth, in a short walkthrough.