Term &

Meaning

1 Account receivables

The amount of money an organization has the right to receive

within some specified period (say 30 days) against the delivery of
products/services.

2
Bell desk

An extension of front desk that deals with personalized guest

services.

3 Cancellation charges

They are the charges borne by the guest on cancellation of a

confirmed reservation or for not showing-up on confirmed
reservation.

4
Concierge

Information desk that assists guests for transportation, booking of

events outside the hotel.

5 GRC

Guest Registration Card, which the guest needs to fill in with

personal formation at the time of registration.

6
Guest

Customer of the hotel business being served.

7 IP-PBX
 Internet Protocol Private Branch Exchange, where internet protocol
is used for call transmission.

8 MICE

Acronym for Meetings, Incentives, Conferences, and Exhibitions.

9
Non-guest

Customer of a hotel business not being served at the moment.

10 No-show

A guest who has reserved an accommodation neither turns up nor

cancels it.

11
OHMS

Online Hotel Management System, a software system to manage

all back-office operations of a hotel.

12 PBX

Private Branch Exchange, a private network of telephones within

an organization.

13
POS

Acronym for Point of Sale. It is the revenue generating place in the

hotel where retail transactions are carried out.

14 Rack rate
 The price at which the hotel rooms are sold before applying
discount.

15 SMERF

Acronym for Social, Military, Educational, Religious, and Fraternal.

16
Trial balance

It is a report of accounts that represents ending balance of each

account in the list. It is prepared at the end of an accounting
period.

17 Uniformed services

Personalized services provided to the guests.

18
Valet

A male attendant to park and clean the car.

19 Whitney System

An old reservation system for hotel accommodations.

20
Yield Management

A variable pricing strategy, based on understanding, anticipating

and influencing consumer behavior in order to maximize revenue
from a fixed, perishable resource.

ADJOINING ROOMS:
Guest rooms located side by side without a connecting door between them

AFFILIATED HOTEL:
A hotel that is a member of a chain, franchise, or referral system.
Membership provides special advantages, particularly a national reservation
system.

AIRLINE-RELATED GUESTS:
Airplane crew members and passengers who need emergency
accommodations.

ACCESS AISLE:
An aisle that is a necessary part of an accessible parking space.The aisle
allows disabled individuals with a device, such as a wheelchair, to enter and
exit vehicles and travel to the sidewalk or building entrance.

AIRPORT HOTEL:
A hotel located near a public airport. Although airport hotels vary widely in
size and service levels, they are generally full-service and are more likely
than other hotels to have in-room movies, computerized property
management systems, and call accounting systems.

ALL-EXPENSE TOUR:
A tour offering all or most services transportation,lodging, meals, sight-
seeing, and so on for a pre-established price. The terms"all-expense" and
"all-inclusive" are much misused. Virtually no tour rate covers everything.
The terms and conditions of a tour contract should specify exactly what is
covered.

ALL-SUITE HOTEL:
A hotel that features suites. A suite is an accommodation larger than the
typical hotel room, with a living space separate from the bedroom. A suite
can also have a kitchenette or whirlpool.

AMENITY:
Service or item offered to guests or placed in guest rooms for the comfort
and convenience of guests, and at no extra cost. Examples are various guest
services (such as in-room entertainment systems, automatic check-out,free
parking, concierge services, and multilingual staff) in addition to an array
of personal bathroom items offered by most hotels and motels. Amenities
are designed to increase a hotel's appeal, enhance a guest's stay, and
encourage guests to return.

AMERICAN PLAN:
A room rate that includes three meals.
ATRIUM:
A guest room floor configuration in which rooms are laid out off a single-
loaded corridor encircling a multistory lobby space; also the multistory lobby
space, usually with a skylight.

AUTOMATIC IDENTIFICATION OF OUTWARD DIALING:

A feature of a call accounting system that immediately identifies the
extension from which an out going call is placed.

AUTOMATIC ROOM/RATE ASSIGNMENT:

Computerized assignment made through algorithms based on parameters
specified by hotel management officials. Rooms may be selected according
to predetermined floor zones (similar to the way in which guests are seated
in a dining room), or according to an index of room usage and depreciation.

AVERAGE OCCUPANCY:
A ratio that shows rooms sold over a fixed period of time as a percentage of
total available rooms in a property over the same period of time.

AVERAGE OCCUPANCY PER ROOM:

A ratio that shows the average number of paid guests for each room sold.
Calculated by dividing number of paid room guests by number of rooms
sold. Measures management's ability to use the lodging facilities.

AVERAGE ROOM RATE:

A ratio that indicates average room rate, and to what extent rooms are
being up-sold or discounted; calculated by dividing rooms revenue by
number of rooms sold. Also called average daily rate or ADR.

BACK OF THE HOUSE:

The functional areas of a hotel or restaurant in which employees have little
or no direct guest contact, such as kitchen areas,engineering and
maintenance, and the accounting department.

BAY:
The principal compartment, generally of a suite, that is the space equivalent
of a standard guestroom. A suite may have a single-bay or multiple-bay
living room

BED & BREAKFAST (B&B):

A small inn or lodge that provides a room and a breakfast. Often a B&B is in
a residential home setting and/or a historic building converted to a quaint
lodging facility.

BILLED-TO-ROOM CALL:
An operator-assisted call that allows guests to have an operator place their
calls and then advise the hotel of the charges.

BILLING CLERK:
The person responsible for charging to hotel guests all vouchers representing
food, beverages, room service, and merchandise purchases.

CABANA:
A guest room adjacent to the pool area, with or without sleeping facilities

CALL ACCOUNTING SYSTEM:

A system that is part of the telephone equipment that prices telephone calls
made by hotel guests and sends the information to the property
management system (PMS) for billing.

CALLING CARD:
A credit card for making telephone calls; issued by either the local phone
company or a long-distance company.

CALLING CARD CALL:

A call typically billed to a code number on a calling card issued by either the
local phone company or a long-distance company, usually with a per-call
surcharge.

CANCELLATION:
A reservation voided by a guest.

CANCELLATION HOUR:
A specific time after which a property may release for sale all unclaimed
non-guaranteed reservations, according to property policy.

CANCELLATION NUMBER:
A number issued to a guest who properly cancels are servation, proving that
a cancellation was received and acted upon.

CARD KEY:
A plastic card, resembling a credit card, used in place of a metal key to open
a guest room door. Card keys require electronic locks.

CASINO HOTEL:
A hotel that features legal gambling, with the hotel operation subordinate to
the gambling operation.

CENTER CITY HOTEL:

Full-service hotel located in a downtown area.

CENTRAL RESERVATION OFFICE:

Part of an affiliate reservation network. A central reservation office typically
deals directly with the public, advertises a central (usually toll-free)
telephone number, provides participating properties with necessary
communications equipment, and bills properties for handling their
reservations.

CHAIN OPERATING COMPANY:

A firm that operates several properties, such as Holiday Inn Worldwide or
Hilton Hotels Corporation. Such an operator provides both a trademark and a
reservation system as an integral part of the management of its managed
properties.

CHECK-IN:
The procedures for a guest's arrival and registration.

CHECK-OUT:
The procedures for a guest's departure and the settling of his or her account.
(2) A room status term indicating that the guest has settled his or her
account,returned the room keys, and left the property.

COMMERCIAL AGENCY:
A travel agency that specializes in commercial business and usually has little
or no walk-in clientèle

COMMERCIAL HOTEL:
A property, usually located in a downtown or business district, that caters
primarily to business clients. Also called a transient hotel.

COMMERCIAL TRAVEL:
Travel for business purposes, not for pleasure.
COMPLIMENTARY OCCUPANCY PERCENTAGE :
A ratio that shows the percentage of occupied rooms that are complimentary
and generate no revenue;calculated by dividing complimentary rooms for a
period by total available rooms for the same period. Sometimes referred to
simply as complimentary occupancy.

COMPLIMENTARY ROOM:
A complimentary or "comp" room is an occupied room for which the guest is
not charged. A hotel may offer comp rooms to a group in ratio to the total
number of rooms the group occupies. One comp room may be offered for
each fifty rooms occupied, for example.

CONCIERGE:
An employee whose basic task is to serve as the guest's liaison with hotel
and non-hotel attractions, facilities, services, and activities.

CONDOMINIUM HOTEL:
A hotel in which an investor takes title to a specific hotel room, which
remains in the pool to be rented to transient guests when ever the investor
is not using the room. The investor expects to receive a gain from the
increase in value of the hotel over time, as well as receive ongoing income
from the rental of his or her room.

CONDUCTED TOUR:
A pre - arranged travel program, usually for a group,that includes escort
service.
A sight-seeing program, such as a city tour, conducted by a guide. Also
called an escorted tour.

CONFERENCE CENTER:
A specialized hotel, usually accessible to major market areas but in less busy
locations, that almost exclusively books conferences,executive meetings,
and training seminars. A conference center may provide extensive leisure
facilities.

CONFIRMED RESERVATION:
An oral or written statement by the supplier (a carrier, hotel, car rental
company, etc.) that he or she has received and will honor a reservation. Oral
confirmations have virtually no legal worth. Even written or telegraphed
confirmations have specified or implied limitations. For example, a hotel is
not obligated to honor a confirmed reservation if the guest arrives after 6
p.m., unless late arrival is specified. Confirmed reservations maybe either
guaranteed or non-guaranteed.

CONNECTING ROOMS:
Two or more guest rooms with private connecting door spermitting guests
access between rooms without their having to go into the corridor.

CONTINENTAL BREAKFAST:
A small morning meal that usually includes a beverage, rolls, butter, and
jam or marmalade.

CONTINENTAL PLAN:
A room rate that includes continental breakfast.

CORPORATE HOTEL CHAIN:

Hotel organization that has its own brand or brands, which may be managed
by the corporate chain or by a conglomerate.

CROUPIER:
A casino employee who collects and pays bets and conducts game sat
gaming tables. Also called a dealer.

CRUISE SHIPS:
Passenger ships designed for vacationers. Today's cruise ships feature a
variety of activities and entertainment and can be thought of as floating
resort hotels.

CRUISE-ONLY AGENCY:
A travel agency that sells only cruises.

DAY RATE:
A special room rate for less than an overnight stay

DOMESTIC TOURISM:
Travel within the traveler's country of residence

DOORKNOB MENU:
A type of room service menu that a housekeeper can leave in the guest
room. A doorknob menu lists a limited number of breakfast item sand times
of the day that the meal can be served. Guests select what they want to eat
and the times they want the food delivered, and then hang the menu outside
the door on the doorknob. The menus are collected and the orders are
prepared and sent to the rooms at the indicated times.

DOUBLE:
A guest room assigned to two people.
In beverage operations, a drink prepared with twice the standard measure
of alcohol in one glass.

DOUBLE OCCUPANCY PERCENTAGE:

See Multiple Occupancy Percentage.

DOUBLE OCCUPANCY RATE:

A rate used for tour groups that bases the per-person charge on two to a
room.

DOUBLE-LOADED SLAB:
A guest room floor configuration in which rooms are laid out on both sides of
a central corridor.

DOUBLE-LOCKED ROOM:
An occupied room for which the guest has refused housekeeping service by
locking the room from the inside with a dead bolt.Double-locked rooms
cannot be accessed by a room attendant using a standard passkey

EARLY ARRIVAL:
A guest who arrives at the property before the date of his or her reservation.

EARLY MAKEUP:
A room status term indicating that the guest has reserved a nearly check-in
time or has requested his or her room to be cleaned as soon as possible.

ECO TOURISM:
Low-impact tourism that avoids harming the natural or normal environment.
In this relatively new approach to promoting enjoyment, as well as
protection, of the environment, tourists seek out environmentally-sensitive
travel and/or tours or vacations which, in some way, improve or add to their
knowledge of an environment

ESCORT:
A person, usually employed by a tour operator, who accompanies atour from
departure to return and serves as guide, trouble-shooter, etc.
ESCORTED TOUR:
A group of travelers traveling with a guide who has travel experience and
has set up an itinerary for the group.

EUROPEAN PLAN:
A room rate that does not include any meals.

EXECUTIVE FLOOR:
A floor of a hotel that offers exceptional service to business and other
travelers. Also called a business floor or the tower concept.

EXPECTED ARRIVAL/DEPARTURE REPORT:

A daily report showing the number and names of guests expected to arrive
with reservations, as well as the number and names of guests expected to
depart.

EXPECTED ARRIVALS LIST:

A daily report showing the number of guests and the names of guests
expected to arrive with reservations.

EXPECTED DEPARTURES LIST:

A daily report showing the number of guests expected to depart, the number
of stay-overs (the difference between arrivals and departures), and the
names of guests associated with each transaction.

FAMILIARIZATION (FAM) TOUR:

A reduced-rate, often complimentary, trip or tour offered to travel agents,
wholesalers, incentive travel planners, travel writers, broadcasters, or
photographers to promote a hotel or a destination.

FAMILY LIFE CYCLE:

A series of stages used to distinguish between types of travelers; variables
used to determine family life cycle stages are age, marital status, and
presence and ages of children.

FAMILY RATE:
A special room rate for parents and children occupying one guestroom

FLY CRUISING:
A travel trend in which tourists fly to a destination to begin a cruise,
generally as part of a travel package

FOLIO:
The guest's bill that all hotel and incidental charges are posted to.

FOREIGN INDEPENDENT TOUR (FIT):

A tour created for individuals or families who walk into a travel agency and
tell an agent what country or are at hey would like to visit and what they
would like to see

FRONT DESK:
The focal point of activity within the hotel, usually prominently located in the
hotel lobby. Guests are registered, assigned rooms, and checked out at the
front desk.

FRONT DESK AGENT:

A hotel employee whose responsibilities center on the registration process,
but also typically include preregistration activities, room status coordination,
and mail, message, and information requests.

FRONT OF THE HOUSE:

The functional areas of a hotel or restaurant in which employees have
extensive guest contact, such as the front desk (in hotels) and the dining
room(s).

FRONT OFFICE:
A hotel's command post for processing reservations, registering guests,
settling guest accounts, and checking guests in and out

FULL-SERVICE AGENCY:
A travel agency that handles all types of travel for consumers.

FULL-SERVICE HOTEL:
A hotel with a full range of services service and amenities which may include
some or all; on site restaurant and lounge, meeting facility, pool, fitness
center, business center, etc.

GLOBAL DISTRIBUTION SYSTEM (GDS):

A network of internet reservation systems that provide a central place where
travelers and travel agents can check availability and reserve travel related
products like hotels, airline, car rentals, cruises, rail. Formed and managed
by the airline industry and includes system like Sabre, Apollo, Amadeus, and
Pegasus.

GRAND TOUR, THE:

An extended trip across the European continent that served as part of the
education of young British aristocrats. A typical tour began in England and
had the major cultural cities of Italy as its destination. In its early years, a
tour could last as long as 40 months. By the end of the Grand Tour era,the
age of the traveler had increased, and the length of the tour
decreased;individuals traveled more for pleasure than for an extended
educational tour. The Grand Tour era lasted from about 1500 to 1820.

GROUP PICK-UP:
The guest rooms that are actually rented by a group that are help in a Group
Reservation.

GROUP RESERVATIONS:
A block of multiple guest rooms that are being held under an individual or
business' name at a particular hotel for a specific date or range of dates.
Generally used for conventions, conferences, meetings,receptions, weddings,
etc.

GUEST COMMENT CARD:

Short questionnaires that lodging properties and food service establishments
ask their guests to fill out. Guest comments are used by the property to
define current markets and to improve the operation.

GUEST HISTORY CARD:

A record of the guest's visits including rooms as signed rates, special needs,
and credit rating.

GUEST HISTORY FILE:

A file containing guest history cards. It is maintained for marketing purposes
and is referred to for return visits.

GUEST INFORMATION SERVICES:

Automated information devices in public hotel areas that enable guests to
obtain information about in-house events and local activities.
.
GUEST PROFILE:
A list of the characteristics that a property's guests have in common. The
guest profile helps management to identify which market segments the
property appeals to and which segments the property wants to attract.

GUEST RELATIONS:
The establishment of personal rapport and goodwill with guests through
service and attention to individual guest needs. In a narrower sense, the
promotion of in-house products and services,the entertainment of VIPs, and
the handling of social functions--especially in are sort hotel.

GUARANTEED RESERVATIONS:
A reservation that is guaranteed by the guest to be paid even if the guest
fails to arrive. Often this guarantee is made by a company or with a credit
card.

GUEST SERVICE MANAGER (GSM):

Manager of the guest services department.

GUEST SERVICE REPRESENTATIVE (GSR):

Employees who provide check-in check-out, mail, key, message, and
information services for guests.

GUESTROOM CONTROL BOOK:

A book used to monitor the number of guestrooms committed to groups. It
controls guest room booking activity by providing the sales office with the
maximum number of guest rooms it can sell to groups on a given day. The
remaining guest rooms (and any unsold guest rooms allotted to groups) are
available for individual guests.

GUESTROOM KEY:
A key that opens a single guest room door if it is not double-locked.

GUESTROOM MAINTENANCE:
A form of preventive maintenance involving the inspection of a number of
items in the guest room, minor lubrication of doors and other equipment,
repair of obvious small problems and, when needed, the initiation of a work
order for more substantial problems or needs.

HOSPITALITY:
The cordial and generous reception of guests. Derived from the Latin term
hospes, "a guest."
HOSPITALITY INDUSTRY:
Lodging and food service businesses that provide short-term or transitional
lodging and/or food.

HOSPITALITY SUITE:
A room used for entertaining (e.g., a cocktail party); usually a function room
or parlor.

HOTEL:
A large lodging facility, generally a hotel is full service and a multi-story
building with interior entrance guest rooms.

HOTEL CHAIN:
A group of affiliated hotels.

HOTEL GUEST CYCLE:

The sequence of phases that begins with pre- sale events, continues through
point-of-sale activities, and concludes with post-sale transactions. The
phases identify the physical contacts and financial exchanges that occur
between guests and various revenue centers within a lodging operation.

HOTEL MANAGEMENT COMPANY:

A company that is hired to professionally manage a hotel(s) for other
owners.

HOTEL REPRESENTATIVE:
An individual who offers hotel reservations to wholesalers, travel agents, and
the public. A hotel representative or "rep" maybe paid by the hotels he or
she represents on a fee basis or by commission.Many hotel reps also offer
marketing and other services.

HOUSE LIMIT:
A guest credit limit predetermined by management officials.

HOUSEKEEPING DEPARTMENT:
A department of the rooms division,responsible for cleaning the hotel's guest
rooms and public areas

INCENTIVE TRAVEL:
Travel financed by a business as an employee incentive.
INCLUSIVE TOUR:
A tour in which specific elements--air fare, hotels,transfers, etc.--are
included for a flat rate. An inclusive tour rate does not necessarily cover all
costs.

INDEPENDENT FOOD SERVICE OPERATION:

An operation owned by an owner or owners with one or more properties
having no chain relationship.Menus, food purchase specifications, operating
procedures, etc. may differ among the owned properties.

INDEPENDENT HOTEL:
A hotel with no chain or franchise affiliation. It may be owned by an
individual proprietor or a group of investors.

IN-ROOM GUEST CONSOLE:

A multi-feature phone that may include such functions as two-way speaker
phone capability; a jack for portable computer use; an alarm clock; radio;
remote control of heating, ventilating, and air conditioning, television, and
room lights; energy management; and a theft alarm.

IN-ROOM MOVIE SYSTEM:

Guest room entertainment provided through a dedicated television pay
channel. Charges for the use of this in-room entertainment are posted to the
appropriate guest folio.

INN:
A smaller lodging facility, generally an inn is limited service and one to three
stories.

INTERNATIONAL TOURISM:
Travel people make outside their country of residence.

KING BED:
A bed approximately 78 inches by 80 inches
.
LANAI:
A guest room with a balcony or patio, overlooking water or a garden.

LANDMARK:
Distinguishing feature that stands out and provides a reference point for
orientation. Landmarks also provide travelers with information about
direction and distance.
LATE ARRIVAL:
A guest holding a reservation who plans to arrive after the property's
designated cancellation hour and so notifies the property.

LATE CHECK-OUT:
A guest who is being allowed to check out later than the property's standard
check-out time.

LIMITED SERVICE HOTEL:

A lodging facility that offers no or very few amenities, services or extra
facilities such as restaurants, pools, meeting rooms,etc. Generally an inn or
motel is limited service

LONG-TERM STAY/RELOCATION GUESTS:

Those individuals or families relocating to an area who require lodging until
permanent housing can be found.

LODGE:
A lodging facility that is generally small and often designed in located in a
rustic outdoors environment or activities such as; fishing, skiing,boating,
Eco-tours.

LODGING FACILITY: A
business that rents guest rooms to the public on a nightly or shorter term
range of dates, i.e. weekly, month to month.

LODGING INDUSTRY:
Lodging and food service businesses that provide short-term or transitional
lodging.

LUXURY HOTEL:
A hotel with high room rates that features exceptional service and amenities.

MASS TOURISM:
Wide-scale travel by a large number of people--not just the elite--brought
about by the increase in leisure time, discretionary income,and reliable and
inexpensive modes of transportation such as the automobile and airplane.

MASS TOURISTS:
Travelers participating in wide-scale travel designed for large numbers of
people.

MASTER FOLIO:
A bill that all charges for the members of a group are posted to.

MASTER KEY:
A key that can open all guest room doors that are not double-locked

MID-PRICE/EXTENDED-STAY HOTELS:
Hotel that caters mostly to persons who must be in an area for a week or
longer. The guest rooms of mid-price/extended-stay hotels have more living
space than regular hotel guestrooms, and may also have cooking facilities.
Guest rooms in these hotels tend to be less expensive than guest rooms in
full-service or all-suite hotels.

MID-RANGE SERVICE:
A modest but sufficient level of service that appeals to the largest segment
of the traveling public. A mid-range property may offer uniformed service,
airport limousine service, and food and beverage room service; a specialty
restaurant, coffee shop, and lounge; and special rates for certain guests

MOTEL:
A smaller lodging facility, generally a motel is limited service and one to two
stories with exterior entrance rooms that guest can drive up to. Often
referred to as motor hotel.

NATIONAL TOURISM OFFICE:

Primary government agency responsible for implementing national goals and
public policy with respect to tourism, and for providing information services
to international travelers

OCCUPANCY REPORT:
A report prepared each night by a front desk agent that lists rooms occupied
that night and also lists those guests expected to check out the following
day.

OCCUPIED:
A room status term indicating that a guest is currently registered to the
room
.
ONLINE RESERVATION SYSTEM:
An internet based system used by hotels that allows prospective hotel guests
to check availability and make reservations at the hotel.

OVERBOOKING:
Accepting reservations that exceed available rooms
.
OVERSTAY:
A guest who remains at the property after his or her stated departure date.

PACKAGE:
A special offering of products and services created by a hotel to increase
sales. There are weekend packages, honeymoon packages, sports packages,
and so on. A typical package might, for a special price, include the guest
room, meals, and the use of the property's recreational facilities.

PACKAGE TOUR:
A tour put together by a tour packager or operator.Travelers who buy the
package make the trips by themselves rather than with a large group. The
package offers, at an inclusive price, several travel elements which a
traveler would otherwise purchase separately--any combination of lodging;
sight-seeing; attractions; meals; entertainment; car rental; and
transportation by air, motor coach, rail, or even private vehicle. A package
tour may include more than one destination.

POINT OF SALE SYSTEM (POS):

Computerized systems that retail outlets such as restaurants, gift shops, etc,
enter orders and maintain various accounting information. The POS
generally interfaces with the property management system (PMS).

PROPERTY MANAGEMENT SYSTEM (PMS):

A computerized front desk system that manages hotel room inventory, guest
billing and interfaces with various other systems such as telephone, call
accounting, point of sale (POS),entertainment, etc.

PROPRIETARY BOOKING ENGINE:

A internet reservation system that is owned and operated by an individual
hotel or group of hotels to allow them to take reservation on their own
website without paying a fee to the GDS, third party booking engines or
franchise reservation systems

QUAD:
A guest room assigned to four people; may have two or more beds.
QUALITY GROUP:
The group of travelers for whom the quality of their vacation is of paramount
importance. They want and are willing to pay for first-class accommodations
and service.

QUEEN:
A bed approximately 60 inches by 80 inches

RACK RATE:
The current rate charged for each accommodation as established by the
property's management

RESERVATIONS:
A guest room that being held under an individual or business' name at a
particular hotel for a specific date or range of dates.

RESERVATIONS AGENT:
An employee, either in the front office or in a separate department, who is
responsible for all aspects of reservations processing.

RESERVATIONS DEPARTMENT:
A department within a hotel's rooms division staffed by skilled telemarketing
personnel who take reservations over the phone, answer questions about
facilities, quote prices and available dates,and sell to callers who are
shopping around.

RESIDENT MANAGER:
The manager in charge of the rooms division in amid-size to large hotel.
Sometimes resident managers are also in charge of security.

RESORT HOTEL:
A hotel, usually located in a desirable vacation spot, that offers fine dining,
exceptional service, activities unavailable at most other properties, and
many amenities.

ROOM BLOCK:
An agreed-upon number of rooms set aside for members of a group planning
to stay at a hotel.

ROOM DATA CARD:

A card used to record information concerning the basic characteristics and
major elements of an individual guest room

ROOM OCCUPANCY SENSOR:

A device that uses infrared light or ultrasonic sound waves to sense the
physical occupancy of a room. Sensors have the ability to turn on devices
and appliances such as lights, air conditioning, and heating whenever a
guest enters a space, and to turn these devices and appliances off when the
guest leaves.

ROOM RACK:
A card index system that is constantly updated to reflect occupied and
vacant rooms. In the evening, the room rack contains forms for only those
registered guests remaining for the night who are to be charged for rooms.
A daily room report can be prepared from the room rack.

ROOM RATE:
The price a hotel charges for overnight accommodation. See also Rack Rate.

ROOM STATUS:
Information about current and future availability of guestrooms in a lodging
property. Current availability is determined through housekeeping data.
Future availability is determined through reservations data.
Information about availability data which extends several days into the
future is important because it may affect the length of stay of in-house
guests.

ROOM STATUS DISCREPANCY:

A situation in which the housekeeping department's description of a room's
status differs from the room status information that guides the front desk
employee in assigning rooms to guests.Discrepancies can seriously affect a
property's ability to satisfy guests and maximize room’s revenue.

ROOMING LIST:
A list of the guests who will occupy reserved accommodations. This list is
submitted in advance by the buyer.

ROOMS ALLOTMENT REPORT:

A report that summarizes rooms committed (booked or blocked), by future
date

ROOMS CHECKLIST:
A list, used for guest room (preventive)maintenance, of all the items in the
guest room with a brief notation opposite each item of the type of
inspection, repair, lubrication, adjustments, or cleaning activity to be
performed.

ROOMS DISCREPANCY REPORT:

A report that notes any variances between front desk and housekeeping
room status updates. It often alerts management to investigate the
possibility of sleepers. See Sleeper.

ROOMS DIVISION:
The largest, and usually most profitable, division in a hotel. It typically
consists of four departments: front office, reservations,housekeeping, and
uniformed service.

ROOMS HISTORY REPORT:

A computer-based report that depicts there venue history and use of each
room by room type. This report is especially useful to those properties
employing an automatic room assignment function.

ROOMS STATUS REPORT:

A report that indicates the current status of rooms according to
housekeeping designations, such as: on-makeup, on-change,out-of-order,
clean, and ready for inspection.

SCIENCE TOURISM:
A subgroup of ecotourism in which laypersons travel with scientists and
students to help with scientific work at various sites throughout the world.
Science tourists often work very hard (even though they are paying for the
vacation) and make a contribution to a body of scientific knowledge.

SERVICE CHARGE:
A percentage of the bill (usually 10% to 20%) added to the guest charge for
distribution to service employees in lieu of direct tipping.

SIDE-BY-SIDE SUITE:
A suite that consists of two small bays, each with windows to the outside.

SINGLE BED:
A bed approximately 36 inches by 75 inches.

SKIPPER:
A guest who leaves without paying.

SLEEPER:
A vacant room that is believed to be occupied because the roomr ack slip or
registration card was not removed from the rack when the previous guest
departed.

SPA:
A mineral spring, or a locality or resort hotel near such a spring, to which
people resorted for cures (from Spa, a watering place in eastern Belgium).To
day, the word spa is used more loosely to refer to any fashionable resort
locality or hotel.

STAY OVER:
A room status term indicating that the guest is not checking out and will
remain at least one more night

STUDIO:
A guest room having one or two couches that convert into beds.

SUITE:
(1)     A guest room with a parlor area in addition to a sleeping room,and 
       perhaps a kitchenette.
(2)     Several pieces of furniture of similar design, usually sold together to 
       outfit a complete room.

SUITE HOTEL:
A hotel whose sleeping rooms have separate bedroom and living room or
parlor areas, and perhaps kitchenettes

TOUR:
Any pre-arranged (but not necessarily prepaid) journey to one or more
places and back to the point of origin.

TOUR BROKER:
An individual licensed and bonded by the Interstate Commerce Commission
to operate motor coach tours in the United States and, in some cases,
Canada, as permitted by the scope of his or her license. Also known as a
motor coach broker or tour operator.

TOUR OPERATOR:
A business that puts together travel tours and sells them directly to
individuals or through travel agencies.

TOURISM DEVELOPMENT:
The long-term process of preparing for the arrival of tourists; entails
planning, building, and managing attractions,transportation,
accommodation, services, and facilities that serve the tourist.

TOURISM ENCLAVE:
Self-contained resort complex that caters to all the needs of tourists who
arrive as part of a tour or other type of package.

TOURISM PLANNING:
The process of preparing for tourism development;a tool for addressing the
choices associated with tourism development.

TOWER:
A guest room floor configuration in which rooms are grouped around a
central vertical core.

TRANSIENT HOTEL:
Lodging operation that caters primarily to businesspeople; transient hotels
tend to be busiest Monday through Thursday.

TRAVEL CLUB:
A type of travel agency that charges an annual fee to its members and in
return offers packaged vacations to members at reduced prices.

TWIN:
A guest room with two twin beds.

TWIN BED:
A bed approximately 39 inches by 75 inches.

UNDER STAY:
A guest who checks out before his or her stated departure date

UPGRADE:
To move to a better accommodation or class of service.

VACANT:
A room status term indicating that the room has been cleaned and
inspected, and is ready for the arriving guest.

VILLAGE STAY:
An alternative form of tourism in which the tourist can experience life in a
rural place--fishing village, farm, historic village, etc.--by staying in the
home of a resident, in a dormitory, or in some other type of accommodation

VOICE MAIL:
A system that is part of the telephone equipment which provides for hotel
guests and staff to retrieve a message left by a caller.

WALK-IN GUEST:
A guest who arrives at a hotel without a reservation

WALKING A GUEST:
A situation in which a hotel is unable to honor a guest's reservation and
helps the guest find accommodation elsewhere.

WATER PARK HOTEL:

 A hotel that offers a large recreational water elements such large pools,
multiple pools, slides or other water related venues.

YACHT CLUB:
A private club located near a large body of water, whose main purpose is to
provide facilities such as marinas to boat owners.

0 - CALL (Zero - Call):

A telephone call placed with an operator's assistance. Examples may include
calling- and credit-card calls, collect calls, and third-party calls.

ZONE LIGHTING:
Lighting designed to facilitate traffic from one space to another.

THIRD PARTY BOOKING ENGINE:

An internet site that provides a booking engine where a traveler can search
a large number of lodging facilities for availability and reserve a room. The
lodging facilities are not affiliated with the site and pay a fee for the business
that the third party site generates.Examples of third party sites include;
hotels.com, price line.com
ABF
美式早餐
American Buffet Breakfast

Accomodation
住宿
Description of bed type and location of a particular
room

Adjoining Rooms
邻近房
Adjacent rooms that are not serviced by a
connecting door

Advance Deposit
订金
Money received by the hotel in advance of the
guest's arrival to guarantee the room
accommodation

Advance Payment
预付押金
Money requested by hotel at check-in, of a guest
who is unable
to produce any of the credit cards or any other form
of credit, accepted by Shangri-La Hotels and
Resorts.

Allotment
配额
Certain number of rooms allocated to travel agents
for free sale
purpose.

Amenity
致意品
A gift for a guest e.g. compliments of the room,
liquor, fruit basket, etc.

Arrival
到店
Date of check-in.

Average Transient Rate
平均占用房费
Total Transient Rooms Revenue divided by Total
Transient
Rooms (excluding permanent [revenue producing],
house-use and complimentary rooms).

Average Room Rate
平均房价
Total Rooms Revenue divided by Total Number of
Revenue
Rooms (excluding house-use and complimentary
rooms).

Average House Rate
平均客房费
Total Rooms Revenue divided by Total Occupied
Rooms.

Bed Types
床型
King - 78 x 80 inch or 198 x 203 cm
Queen - 60 x 80 inch or 152 x 203 cm
Double - 54 x 80 inch or 137 x 203 cm
Twin - 48 x 80 inch or 122 x 203 cm
S Twin - 42 x 80 inch or 107 x 203 cm

Billing Instructions
付账说明
Specific instructions for the charging of a guest's
account to his company or any entity with
established credit facilities with the hotel

Block (Blocked Room)
锁房
A room that is being held for a certain guest on a
certain date.

Booked to Capacity
满房
Refers to a situation when the hotel has accepted
the maximum number of reservations and is unable
to take any more without being placed in an
overbooked situation.

Folio Trays
账单夹
The space, box, drawer allocated for Registration
cards, correspondences, supporting documents, etc.
Located at Front Desk (Pre-registration or Folio).

CBF
欧陆式早餐
Continental Buffet Breakfast

Cancellation
取消预订
A reservation which is no longer required by the
client.
City Hotels: Non-guaranteed reservations will be
released by 16.00hrs on day of arrival. For
guaranteed reservations, no charge will be levied if
booking is cancelled before 16.00hrs of scheduled
arrival.

Cash Advance
现金提取
To give cash to guest obtained from guest's credit
card, a nominal surcharge is added.

Cash Float
备用金
A fixed amount of funds allotted to a Service
Associate for foreign exchange, change for cash
transactions and refund of cash deposit.

Cash Overage
现金长款
A condition whereby the cash remitted is more than
the expected amount stated in the cashier's report.

Cash Remittance
现金汇总
The day's collection in local and foreign currencies
to be submitted to General Cashier.

Cash Shortage
现金短款
A condition whereby the cash remitted is less than
the expected amount stated in the cashier's report.

Check-In
入住
Process of guests' registration upon arrival.

Check - out
退房
Process of guests' settling their hotel bills and
departing the hotel

Close Cashier
关帐
A function that the Service Associates balances
his/her account and prints his/her respective
transaction reports.

Check-Out Time
离店时间
Time designated by hotel for guest to vacate his
room at completion of stay. Check-out time is
normally 1200hrs.

Commission
佣金
Money sent to Bona-fide travel agents as payment
for sending guests to a hotel paying full rate. The
normal percentage is 10% of the room rate,
excluding service charge and prevailing government
taxes

Complimentary Rooms
免费房
Rooms given free for business promotion purposes
(e.g. 
familiarization groups and travel agents); rooms
accorded to Shangri-La employees for leisure in
accordance with Corporate Office policy guidelines.
These free of charge rooms must be approved as
per Delegation of Authority.

Confidential Stay
保密入住
An in-house guest's request for his stay to be
"unlisted" or "not registered". Front Desk is to advise
guest that Service Centre will not accept any
incoming calls, including overseas: and Front Desk
will not receive any mail or message on guest's
behalf. Front desk is to notify Service Centre to
place his room on "DND"

Connecting Room (Inter-connecting)
连通房
Adjacent rooms that are serviced by connecting
doors.

Confirmation letter
确认信
A written agreement from a hotel to a future guest,
showing
details of his reserved reservation.

Convertible Parlor
功能客厅
Sitting room with sleeping room furniture. Sofa
converts into a bed.

Corporate Rates
公司合同价
Rates set by the hotel for all guests whose bookings
are made
by companies which are listed on the Hotel
Corporate Accounts List.

Credit Card
信用卡
The card a guest may use to charge hotel services
to, e.g. American Express, Diner's Club, Visa,
Master.

Credit Limited
信用限额
The amount of money the guest is allowed to charge
to his
account before the hotel approaches the guest
seeking partial or full settlement of the outstanding
account balance.

Cash Refund
订金退款
A refund of cash deposit which was obtained from
guest upon
check-in. Guest is to acknowledge receipt of the
credit balance on the system generated paid-out
voucher. All other credit balances e.g.
prepayment/deposit paid by travel agents /
companies should only be effected through the
Finance department.

Crib/ Cot
婴儿床
A baby bed.

Day Use
日用房
Same day check-in and check-out between 6.00 am
to 6.00pm
and charged 50% off rack rate (Deluxe category and
up preferred).

Dead Move (Absent move)
直接换房（客人不在现场）
Room change when guest is not in room. To be
carried out in the presence of a senior staff,
preferably a Service Manager - Front Office or a
Security Officer

Departure Date
离店日期
Date of check-out.

DNA
未抵预定
Did Not Arrive when accommodation was reserved.
(See "No
Show").

Direct Bil
直寄账单
The process of sending the guest or his company,
the hotel bill after he has checked out.

Direct Input
直接输入预定
Reservations directly keyed into the PMS without
any supporting correspondence

Discount
折扣
Percentage of rate taken off room for Travel Related
Personnel e.g. Travel Agent, Airline and Hotel Staff.

DND - Telephone
请勿打扰-电话
When a guest requests for a confidential stay; room,
or leaves a "locator message", the telephone
operator is to activate the "DND" function on his/her
console so that any incoming calls to the guest's
room will be re-routed to the switchboard
automatically.

Do-Not-Disturb (DND - Door)
请勿打扰-房间
When a guest hangs or switches on the DND
(Privacy Please) sign outside his room door, the
Service Associate -Rooms will inform the Service
Associate (Order Taker) to call the guest at 2.00pm
to check when he prefers his room to be cleaned. In
the event that there is no response from the room, a
Service Leader - Floor together with the Service
Associate will enter to make up the guest's room.

Double Occupancy
双人入住率
Percentage of rooms occupied by more than one
person.

Downgrade
降级
Moving a guest to a lower category room and
decreasing his
roomrate.

Drop Safe
投款箱
A safety deposit box usually located at the General
Cashier's
office, where all outlet cashiers and Service
Associates could remit their day's collection

Due In
预抵
Expected check-in today.

Due Out
预离
Expected check-out today.

Early Arrival
提前到达
Early morning arrival is subject to space availability
(08:00hrs
start of day). If a client informs the hotel that he is
arriving early, he must be informed that check-in
time is not until 12:00hrs and the hotel cannot
guarantee the room before then. We will, however,
do our utmost to have a room ready as soon as
possible. If the client wishes, he can reserve and
pay for the room the night before to ensure
immediate occupancy on arrival.

Early Departure
提前离店
Guest who checked out earlier than the expected
departure date

Express Check-Out
快速退房
A condition that guest leaves the hotel without
settling the bill. However, guest needs to fill in his
credit card details on the "Express Check-Out" form,
prior to his departure. FD staff will follow up the
charge deducted from guest's credit card account.
This arrangement could also apply to city ledger
settlement.

Extension of Stay
延住
Authorized change of departure dates.

Extra Bed
加床
See Rollaway Bed (R.W.B.)

Family Plan
家庭计划
No additional charge for children under 12 years
occupying the
same room as their parents.

Golden Circle Program
金环会计划
Guest recognition program that provides uniform
delivery
of value-added individual services, features and
amenities to high valued guests, across all Shangri-
La Hotels & Resorts.

Guaranteed Reservation
担保预订
Refers to a reservation that has been guaranteed.
This means that the guest plans on arriving after
4.00pm and has guaranteed to pay should he fail to
arrive. The hotel will hold the room all night, and if
the guest does not arrive, he will be charged. In the
event that the guest has guaranteed and the hotel
does not have space when he arrives, the hotel will
find alternative accommodation at a similar hotel and
pay for it.

Guest Folio
客人帐单
Statement of guest's hotel charges.

Profile
客人档案
A master record of details of a guest/company/travel
agent
e.g.name, address, telephone number, guest history
and etc.

Guest History
客史
Records showing details of guest's previous visits to
our hotel
e.g. address, length of stay, credit cards used, room
preference, etc.

Half Day Charge
半天房费
A charge of 50% off folio rate for late check-out at
6.00pm
(50% off rack for "wholesale" guests who wish to
extend late check-out on their own account).

House Count / Status
房态
This term indicates the occupancy of the hotel at any
time of the
day, expressed in either actual rooms or percentage.

House Use Rooms
自用房
Non-revenue producing guest rooms occupied either
on a
permanent or temporary basis under the following
conditions:
Permanent House Use
House use by staff living in the hotel for a minimum
period of 6 months.
Converted into offices for hotel management use.
Temporary House Use
Rooms provided on a complimentary basis to
members of staff for temporary use of less than 6
months, to consultants / suppliers for business
purposes relating to the hotel and entertainers
contracted to perform at the hotel outlets. Also,
complimentary rooms provided temporarily to other
Shangri-La staff on official visits such as Vice
Presidents, Vice Presidents of Sales & Marketing,
Regional Controllers, Internal Auditors, etc.
All house use room requests must be authorized by
General Manager / Resident Manager and the
respective Division Head

Incognito Stay
保密入住
See "Confidential Stay"

In-House guest
住店客人
A guest registered with the hotel and has not
checked out yet.

Joiner
同住者
Guest to check into room with already a registered
guest requiring a separate account.

Key Permit
授予钥匙
An in-house guest authorizes another non-registered
guest to
gain access to his room.

Key Request
钥匙需求
In-house guest requests for a second room key or
another key to replace his/her lost key.

Late Check-Out
延迟退房
Additional time allotted by the hotel after normal
check-out time（12:00） with or without extra
charge. Free-of-charge is 
subject to space availability or as promised, e.g.
Valued Rate。

Limousine
豪华轿车
Hotel vehicle used to transport guests to or from the
airport/train station/pier or hourly bookings.

Locator message
定位留言
Guest advises that he/she may be contacted at a
specific location when he/she is not in the room for a
period of time.

Logbook
交班本
Book for inter department communication.

Market Share
市场份额
That percentage of the hotel market (in terms of
units, dollars,
or any other index) which is captured by a given
segment.

Net Rate
净价
A non-commissionable rate.

No-Show
未抵预定
Guest who did not arrive when accommodation was
reserved. 
Guaranteed no-shows are not to be checked into the
PMS to 
capture occupancy. The Front Office Manager in
consultation
with the Director of Sales and Marketing is to advise
the Credit 
Manager the following day which guaranteed no-
shows to be 
charged. All relevant correspondences are to be
attached to the no-show report and submitted to
Credit Manager for proper billing.

On Request
请求
Situation whereby the hotel is expecting high
occupancy and
certain room categories are placed on request basis
to travel 
agents,sister hotels and Central Reservations
Offices.

Out Of Order Rooms (O.O.O.)
坏房
Rooms removed from saleable inventory due to
major repair works e.g. renovation or refurbishment.

Out Of Service Rooms (O.O.S.)
待修房
Rooms temporarily blocked off for minor repair
works e.g. servicing of air-conditioners, general
cleaning; or rooms temporarily closed off due to low
occupancy. (These O.O.S. rooms do not affect the
occupancy forecast).

Out-of-Town
外宿
A situation where a guest wishes to leave town for
several days during his stay with the hotel. Usually
the room charges continue to apply during the
guest's absence. Following relevant departments are
to be notified:

1. Service Manager - Lobby to double lock the room

after Housekeeping has cleaned the room, for
security reasons.

2. Service Associate to leave a "trace" on the day of

guest's return for Service Manager - Lobby to
release the room for Housekeeping to dust the
room.

3. Telephone Operator to leave a "Locator" message

in guest's profile daily.

Overbooking
超额预订
The deliberate or mistaken confirmation of more
reservations than there are rooms available.

Package
包价
A combination of a room, meals, laundry/valet, or
other services sold in one deal.

Percentage of Occupancy
租率
Occupancy determined by dividing the total
occupied rooms (including complimentary rooms) by
the total available rooms (excluding O.O.O. rooms).

Permanent Folios
假房账户
Room types defined in PMS beginning with "P" are
considered pseudo or "dummy" room types. The
system provides all normal functionality available in
PMS for "P_" room types, such as creating
reservations, attachment of Travel Agent or
Company profiles, charge routing, check-in, posting,
settlement by all payment methods, check-out, etc.
These rooms are not included in the daily rooms
statistics, but revenue and payment figures are
taken in as part of the hotel total. This flexibility
allows these "dummy" rooms to fulfill a variety of
functions for the hotel. In order to segregate the
functions and easily identify the purpose of each
"P_" room type, it is recommended to use the
following designations:

PM : Group Master
PM: 团队结账
Group master folios are the traditional group billing
folios. Postings can be made directly to the group
folio, or charges routed from the folios of individual
group members.

PF : Posting folios
PF: 帐项输入
Permanent folios are an effective tool for posting
charges and settlement not directly related to a
guest folio. This includes the
F&B revenue and settlement from the POS system,
minor operating departments without an on-line POS
terminal, and various non in-house guest charges
(deposit payments after office hours, late charges).

PY: Staff quarters/offices
PY：员工住处/办公
If the hotel has staff quarters or offices, these rooms
can be configured as "PY" rooms. This allows for
Infrasy/Micros on-line
posting, and use of PMS message functions (printed
messages, 
telephone lamp control).
Banquet permanent folios can be configured as "PY"
allowing 
for deposit payment, posting of banquet charges and
settlement.

PI: Service Apartment
PI: 公寓

Pledge Relocates
重新安置
Rooms for guests housed at another hotel, but paid
for by the hotel as a result of the hotel not being able
to honor a guaranteed reservation.

PMS
Property Management System (OPERA)

POS
Point of Sales (Infrasy/Micros)

Pre-Assigning/Block
提前锁房
Setting aside rooms for reservations with specific
requests for a service, feature, amenity and early
arrivals.

Pre-register
提前登记
Process whereby guests' full particulars are obtained
prior to arrival and only guests' signatures are
obtained upon check-in.

Quoted Rate
报价
On the Shangri-La Hotels and Resorts confirmation,
we are honour bound to provide the guest with the
room and/or rate specific on the confirmation,
regardless of availability.

Rate Change
变动房价
When the room rate is altered for a room which is
already Occupied.

Register
入住登记
Process of putting a guest record into the hotel
system as an in-house guest.

Registration Card
登记卡
Form used by all guests to register at check-in.

Room Change
换房
When a guest moves from one room to another
during his stay

Rollaway Bed ( R.W.B.)
加床
A portable single bed which can accommodate an
additional
guest

Room Discrepancy
房态差异
Rooms reported by Housekeeping when the
physical status of the rooms do not match the Front
Office PMS status.

Room Rate
房价
This rate which is designated for a specific room.

Room Types
房型
Single room-Occupied by one person 
Double/Twin room-Occupied by two persons
Triple Room-Occupied by three persons
Rollaway Bed (R.W.B.) - With extra bed

Rooming List
住客名单
A list of guest names provided by a travel agent or
group organizer to the hotel to inform names of
persons occupying the block booking.

Round Trip Transfer
双程接机
Two way transfer from airport/train station/pier to
hotel; and from hotel to airport/train station/pier.

Run of House (ROH)
自动升级
A term used for travel agent's contracted rate for the
lowest room category and when this category is not
available upon guest's arrival, the guest must
automatically be upgraded to the next available
category at no extra cost.

Share
共住房
Two or more guests occupying the same room but
with separate accounts or folios.

Travel Agent
旅行社
Represents guests to arrange travel and hotel
bookings.

Tour Group
旅行团
A group booked by a travel agent or association, etc.

Tour Group Concession
旅行团协议
Complimentary rooms accorded as per the contract
signed with the travel agents. Half-twin
complimentary for every 15 paying guests, up to a
maximum of four Twin

Trace
跟进事项
A message/instruction left in the PMS for the
relevant department to follow up.

Shift
班次
The number of hours worked by a member of staff in
one day.

Skip Room
未结帐房
A condition where a room is reported as "Vacant" by
Housekeeping but reflected as "Occupied" in Front
Office Status. This occurs when: 
- Front Office checks in a new guest after
Housekeeping has updated the status to "Vacant
Clean".
- Guest may have checked out without settling his
bills.
- Front Office may have forgotten to check out the
guest's folio after settling the bills. 
- Guest's name was checked into the wrong room.
- Room change was not updated after a guest has
physically moved to another room

Sleep Room
空置房
A condition where a room is reported as "Occupied"
by 
空置房 Housekeeping but reflected as "Vacant" in
Front Office Status. This occurs when: 
-Guest sleeps out of his room without notifying the
hotel. 
-Guest's name was not checked into the PMS. 
-Room change was not updated after a guest has
physically moved from another room. 
-The room may have been used by unauthorized
person/s.

Sleep Out
外宿房
See "Out-Of-Town".

Stay Over
续住房
Guest extending his stay.

Suite
套房
Accommodation consisting of one or two bedrooms
and a Connecting sitting room (parlor).

Suite - Presidential
总统套房
The highest suite category.

Suite - Specialty
特殊套房
One of the more elegant suites

System Down
挡机
Times when computer becomes inoperative.

System Up
系统恢复
When computer is operational.

Unexpected Departure
提前离店
See "Early Departure".

Upgrade
升级
Situation where a guest is given a higher priced
room at a lower rate, usually for business
promotions or out of goodwill. This must be
authorized by General Manager / Resident Manager,
Director of Marketing, Director of Rooms or Service
Manager.

Up sell
推销
Moving a guest into a higher priced room in the hotel
with a rate increase.

Vacant Room
空房
Room available for sale but not occupied during the
period. Including Vacant Clean Room (VC) & Vacant
Dirty Room (VD).

Voucher
凭证
Document used to record debits or credits posted to
a room account.

Walk-In
未预订的客人
Guest requesting accommodation at the Front Desk
without having made a reservation.