Imagine stepping into the lobby of a five-star hotel in Dubai. As a new operations manager, you’re surrounded by conversations peppered with acronyms like ADR, RevPAR, and requests for the PAX count in F&B. If you’re not fluent in hospitality jargon, you might feel like you’ve missed the memo.
The hospitality industry speaks its own language—a blend of technical, financial, operational, and service-driven terminology.
Whether you’re managing a boutique hotel or overseeing a multi-property portfolio, mastering this language is essential.
This A-to-Z hospitality industry glossary will help decode the most common and crucial terms used across departments in the hospitality world.
Let’s dive in.
The Ultimate Hospitality Industry Glossary
A
1. ADR (Average Daily Rate)
Definition: A metric used to calculate the average revenue earned per occupied room in a given time period.
Calculation: Total Room Revenue ÷ Number of Rooms Sold.
Significance: ADR provides insight into the hotel’s pricing strategies and revenue performance. A higher ADR indicates effective pricing and high-value bookings, while a lower ADR may suggest the need for strategic adjustments.
Example: If a hotel earns $10,000 in room revenue from 100 rooms sold, the ADR is $100.
2. A La Carte
Definition: A menu style where individual dishes are priced separately, allowing guests to customize their meals.
Contrast: Unlike a prix fixe menu, where a set meal is offered at a fixed price, a la carte provides flexibility and personalization.
Example: A guest orders a steak, side salad, and dessert, each with its own price, rather than a pre-set combination.
3. Amenities
Definition: Additional services or items provided to guests to enhance their experience and comfort during their stay.
Examples: Complimentary Wi-Fi, spa services, fitness centers, in-room coffee makers, and premium toiletries.Preno HQ – Hotel Management Software+1Str+1
Significance: Amenities can significantly influence a guest’s choice of accommodation and overall satisfaction.
4. Allotment
Definition: A specific block of rooms set aside by a hotel for sale by a third party, such as a tour operator or travel agent, often at negotiated rates.
Significance: Allotments help hotels manage inventory and secure bulk bookings, while third parties can offer guaranteed availability to their clients.
Example: A travel agency reserves 20 rooms for a group tour, ensuring availability for their clients.
5. Arrival List
Definition: A daily report detailing all guests scheduled to check into the hotel on a particular day.
Usage: Utilized by front desk and housekeeping teams to prepare for incoming guests, ensuring rooms are ready and any special requests are accommodated.
Significance: Facilitates smooth check-in processes and personalized guest experiences.
B
6. BEO (Banquet Event Order)
Definition: A comprehensive document that outlines all details of an event, including schedules, menus, setup requirements, and audiovisual needs.
Usage: Serves as a contract between the hotel and the event organizer, ensuring all parties are aligned on event specifics.
Significance: Ensures seamless execution of events by providing clear instructions to all departments involved.
7. Boutique Hotel
Definition: A small, stylish hotel, typically featuring unique design elements, personalized services, and a distinct character.
Characteristics: Often independently owned, with a focus on creating intimate and memorable guest experiences.
Example: A 25-room hotel with individually themed rooms and locally inspired decor.
8. Bell Desk
Definition: The area within a hotel responsible for handling guest luggage, providing information, and assisting with transportation arrangements.
Staff: Comprised of bellhops or porters who greet guests, manage baggage, and escort guests to their rooms.
Significance: Enhances guest convenience and sets the tone for a welcoming experience.
9. Bed Tax
Definition: A local tax imposed on the cost of lodging, collected from guests and remitted to the governing municipality.
Also Known As: Occupancy tax or transient lodging tax.
Significance: Generates revenue for local governments, often used to fund tourism-related initiatives.
10. Blocked Rooms
Definition: Rooms that are reserved or held for specific purposes, such as group bookings, maintenance, or VIP guests.
Usage: Ensures availability for anticipated needs and manages hotel inventory effectively.
Example: A hotel blocks 15 rooms for a wedding party to ensure all guests have accommodations.
C
13. Concierge
Definition: A hotel staff member dedicated to assisting guests with various services, including reservations, recommendations, and travel arrangements.
Services Offered: Booking theater tickets, arranging transportation, providing local insights, and securing restaurant reservations.
Significance: Enhances guest satisfaction by offering personalized assistance and local expertise.
12. Check-In/Check-Out
Definition: The processes by which guests register upon arrival and settle their accounts upon departure.
Procedures: During check-in, guests provide identification, receive room keys, and are informed of hotel amenities. Check-out involves returning keys, settling any outstanding charges, and providing feedback.
Significance: Critical touchpoints that influence a guest’s overall impression of the hotel.
13. Commission
Definition: A fee or percentage paid to third-party partners—such as OTAs (Online Travel Agencies), travel agents, or affiliates—for generating bookings for the hotel.
Example: If a guest books a room through Booking.com and pays $200, the OTA might take a 15% commission, meaning the hotel earns $170 from that booking.
Significance: Commission structures significantly impact a property’s net revenue. Hotels often strive to increase direct bookings to reduce reliance on high-commission channels.
14. Comp Room (Complimentary Room)
Definition: A room offered free of charge to a guest or group. It might be given as part of a promotional offer, a loyalty reward, or a service recovery strategy.
Example: A wedding couple may receive a complimentary suite when their guests book a block of rooms at the hotel.
Significance: While it reduces immediate revenue, comping rooms can increase long-term loyalty and guest satisfaction.
15. CMP (Complete Meeting Package)
Definition: An all-inclusive pricing model used for meetings and events. It typically includes lodging, meeting room rental, meals, breaks, and AV equipment.
Usage: Often used in corporate retreats or multi-day training programs.
Significance: CMPs simplify budgeting for meeting planners and can drive MICE business (Meetings, Incentives, Conferences, Exhibitions).
D
16. Double Occupancy
Definition: A pricing term indicating the room rate is based on two guests. The cost often remains the same whether one or two people occupy the room.
Example: A $150 room rate for double occupancy means a solo traveler pays the same unless a single rate is offered.
Significance: Common in pricing strategies, particularly for packages including meals or activities.
17. Direct Booking
Definition: A reservation made directly with the hotel through its website, phone, or walk-in—bypassing third-party agents.
Benefits: No commission fees, more control over the guest relationship, and opportunities for upselling or loyalty enrollment.
Significance: Direct bookings are a key focus for hotel marketing efforts due to higher profit margins.
18. Day Use Room
Definition: A room rented for a few hours during the day, typically without overnight stay. Common among travelers on long layovers or needing a workspace.
Example: A business traveler books a room from 10 a.m. to 4 p.m. to rest between flights.
Significance: Maximizes occupancy and revenue during off-peak hours.
19. Dynamic Pricing
Definition: A pricing strategy that adjusts room rates in real-time based on demand, competition, booking window, and other market factors.
Example: Rates may increase during a city-wide convention or drop during low-demand midweek nights.
Significance: Helps hotels optimize revenue and stay competitive in rapidly changing markets.
20. Deposit
Definition: A payment made in advance to secure a reservation or event booking. It’s usually a percentage of the total cost and may or may not be refundable.
Example: A guest pays a 30% deposit when booking a wedding venue at the hotel.
Significance: Provides financial security for the property and reduces the risk of cancellations.
E
21. Executive Floor
Definition: A dedicated floor or section of a hotel offering upgraded amenities and exclusive services, such as lounge access, personalized check-in, and complimentary refreshments.
Target Guests: Business travelers, VIPs, or loyalty program members.
Significance: Adds perceived value, encourages upgrades, and enhances guest loyalty.
22. ETA / ETD (Estimated Time of Arrival/Departure)
Definition: The expected check-in or check-out time of a guest.
Usage: Helps front desk and housekeeping teams manage room readiness and staffing.
Example: A guest emails in advance to inform the hotel of an ETA of 2:00 p.m.
Significance: Planning based on ETAs improves operational efficiency and guest satisfaction.
23. Early Bird Rate
Definition: A discounted rate offered to guests who book well in advance of their stay.
Example: A guest booking a stay three months ahead might receive a 20% discount under the early bird offer.
Significance: Helps hotels secure advance bookings and improve cash flow.
24. Event Planner
Definition: A professional responsible for organizing and coordinating events, including logistics, vendor communication, timelines, and execution.
In-House Role: Many large hotels have dedicated event coordinators for MICE clientele.
Significance: Plays a crucial role in generating revenue through banquets, meetings, and social functions.
25. Eco-Certification
Definition: Recognition or certification that a hotel meets environmental sustainability standards—such as reducing energy consumption, conserving water, or sourcing eco-friendly products.
Examples: LEED certification, Green Key, EarthCheck.
Significance: Appeals to environmentally conscious travelers and can improve public image and operational efficiency.
F
26. F&B (Food and Beverage)
Definition: Refers to all food and drink-related services in a hospitality property, including restaurants, bars, room service, and banqueting.
Departments: Includes chefs, servers, bartenders, stewards, and F&B managers.
Significance: A major revenue generator and a key factor in guest satisfaction.
27. Front Office
Definition: The department responsible for managing guest interactions, check-ins, check-outs, reservations, and general inquiries.
Key Staff: Front desk agents, reservation clerks, night auditors, and guest service managers.
Significance: As the first and last point of contact, this team shapes the guest’s overall impression.
28. Forecasting
Definition: The process of predicting future business levels—occupancy, revenue, staffing needs—based on historical data, market trends, and upcoming events.
Usage: Helps in budget planning, rate adjustments, and staffing decisions.
Significance: Accurate forecasting drives profitability and resource optimization.
29. Function Room
Definition: A space within the hotel designated for hosting events, meetings, banquets, or conferences.
Features: AV equipment, flexible seating, and customizable layouts.
Significance: A key selling point for MICE travelers and local events.
30. Folio
Definition: The itemized record of all charges and payments associated with a guest’s stay.
Includes: Room rate, taxes, F&B, phone calls, spa treatments, etc.
Significance: Ensures accurate billing and transparency upon check-out.
G
31. GDS (Global Distribution System)
Definition: A digital network that connects travel agents and OTAs (Online Travel Agencies) with hotels, airlines, and car rental companies, enabling them to make real-time reservations.
Popular GDS Systems: Sabre, Amadeus, Travelport (Galileo, Worldspan).
Example: A corporate travel agent uses Amadeus to book a hotel for a client flying from New York to Paris.
Significance: GDS drives a large volume of bookings, especially from international travelers and corporate markets. Hotels list on GDS platforms to expand their reach globally.
32. Guest Satisfaction Index (GSI)
Definition: A numerical score representing how satisfied guests are with their stay, often derived from post-stay surveys and online review platforms.
Example: A hotel with a GSI of 87/100 is considered to have high guest satisfaction.
Significance: Directly impacts reputation, repeat business, and online visibility. Many brands tie bonuses or evaluations to GSI performance.
33. Green Hotel
Definition: A property that integrates sustainable practices in its operations—reducing waste, conserving water, and using energy-efficient systems.
Practices Include: Recycling programs, eco-friendly toiletries, low-flow water fixtures, solar panels, and green certifications.
Significance: Guests increasingly value environmental responsibility, and green practices can reduce costs and improve marketing appeal.
34. Group Rate
Definition: A special room rate offered to groups booking multiple rooms, typically for events like weddings, conferences, or tours.
Terms: Usually based on a minimum number of rooms and may include additional perks like free meeting space or breakfast.
Significance: Encourages bulk bookings and helps hotels fill rooms during need periods.
35. Guest Cycle
Definition: The journey a guest experiences from the moment they book to post-departure. The main stages include:
- Pre-arrival
- Arrival
- Stay
- Departure
- Post-stay engagement
Significance: Mapping and optimizing the guest cycle helps hotels provide consistent, personalized service at every touchpoint.
H
36. Housekeeping
Definition: The department responsible for cleaning and maintaining guest rooms and public areas.
Duties Include: Room cleaning, linen changes, minibar restocking, and reporting maintenance issues.
Significance: A spotless room is one of the most important contributors to guest satisfaction and online reviews.
37. Hospitality
Definition: The act of making someone feel welcome, comfortable, and cared for—often defined by service quality, warmth, and attention to detail.
Goes Beyond Service: Hospitality is emotional; it’s the difference between “just okay” and memorable.
Significance: Great hospitality builds loyalty, drives word-of-mouth marketing, and gives hotels a competitive edge.
38. High Season
Definition: A period of peak demand for hotel rooms, typically driven by weather, holidays, or events.
Example: Summer months in beach destinations or December holidays in ski resorts.
Significance: Hotels can charge premium rates and often reach full occupancy during high season.
39. Hotel Management System (HMS)
Definition: Software that manages day-to-day operations like reservations, check-ins/check-outs, billing, housekeeping coordination, and reporting.
Popular Examples: Opera, Cloudbeds, eZee Absolute, RoomRaccoon.
Significance: An HMS streamlines operations, reduces human error, and integrates multiple departments into one system.
40. Hostel
Definition: Budget accommodations, typically offering dormitory-style beds with shared bathrooms and communal spaces.
Audience: Backpackers, solo travelers, and budget-conscious guests.
Significance: A growing niche in urban and tourist-heavy areas, offering social, low-cost lodging alternatives.
I
41. Inventory
Definition: The total number of rooms available for sale on any given night. Inventory can be static (fixed number) or dynamic (adjusted based on rooms taken offline for maintenance or group holds).
Significance: Effective inventory management ensures hotels don’t overbook and can maximize revenue across distribution channels.
42. Incidental Charges
Definition: Extra charges that guests may incur during their stay outside of the room rate.
Examples: Mini-bar snacks, pay-per-view movies, parking, laundry services, spa treatments.
Significance: These can contribute significantly to total revenue and must be tracked and presented clearly on the guest’s folio.
43. In-House Guest
Definition: A guest currently checked into the hotel.
Usage: Used in reports and communication between departments—e.g., for housekeeping or maintenance prioritization.
Significance: Real-time awareness of in-house guests allows for timely service and targeted upselling.
44. Inspection
Definition: A quality control process where a room or area is reviewed for cleanliness, maintenance, and readiness before guest arrival.
Usage: Often performed by supervisors in the housekeeping department or quality managers.
Significance: Ensures that service standards are met and prevents guest complaints before they happen.
45. Inclusive Rate
Definition: A room rate that includes additional services like meals, beverages, activities, or taxes.
Types: Can range from half-board (breakfast + one other meal) to all-inclusive (all meals, drinks, and activities).
Significance: Popular with leisure travelers and vacationers looking for simplicity and value.
J
46. JIT (Just In Time)
Definition: An inventory strategy where supplies are ordered and delivered only as needed, minimizing storage and waste.
Example: A hotel restaurant receives fresh produce daily rather than storing bulk quantities.
Significance: Reduces costs and spoilage but requires strong supplier reliability.
47. Junior Suite
Definition: A hotel room larger than a standard room, often with a small sitting area but not a full separate living space.
Significance: A mid-tier upgrade option that offers added comfort without the price of a full suite.
48. Job Rotation
Definition: A training and development strategy where employees work in different departments over a period to gain cross-functional experience.
Example: A front desk agent spends time shadowing housekeeping and F&B.
Significance: Builds well-rounded staff, reduces burnout, and helps with coverage during staff shortages.
49. Jacuzzi Suite
Definition: A suite featuring an in-room whirlpool or jacuzzi tub, often marketed as a romantic or luxury upgrade.
Significance: A popular upsell option for couples or honeymooners and can boost revenue with minimal maintenance.
50. Journey Mapping
Definition: A visual representation of every interaction a guest has with a hotel—from research and booking to departure and feedback.
Usage: Helps teams understand pain points and moments of delight in the guest journey.
Significance: Used to improve service design and deliver consistently exceptional guest experiences.
K
51. Key Card
Definition: A plastic or digital card encoded to open a specific guest room and sometimes grant access to other hotel areas such as executive lounges, pools, or gyms.
Usage: Replaces traditional keys, improves security, and allows hotels to track entry times.
Significance: Key cards enhance guest safety, can be easily reprogrammed, and are integral to most modern PMS (Property Management Systems).
52. Kickback
Definition: An informal term referring to a commission or incentive given for guest referrals. While legitimate in some business contexts, the term often has a negative connotation.
Example: A taxi driver receives a small fee for dropping off guests at a specific hotel.
Significance: Some hotels use structured referral programs, but transparency is key to avoid ethical concerns.
53. Kitchenette
Definition: A compact cooking area in a guest room, typically equipped with a microwave, sink, mini-fridge, and basic utensils.
Target Market: Business travelers, long-stay guests, or families looking for in-room meal options.
Significance: Provides flexibility and added value, making the room more appealing for extended stays.
54. King Room
Definition: A hotel room with one king-sized bed, generally 76 inches wide by 80 inches long.
Usage: Common in upscale properties and often targeted at couples or solo travelers who prefer extra space.
Significance: One of the standard room types and a key inventory category in reservation systems.
L
55. Late Check-Out
Definition: An arrangement allowing the guest to stay past the standard check-out time, often for an additional fee or as a loyalty perk.
Example: Standard check-out is 12:00 p.m., but a guest is permitted to leave at 3:00 p.m.
Significance: Adds convenience and flexibility for guests while opening a potential revenue stream or loyalty benefit.
56. Loyalty Program
Definition: A rewards system designed to encourage repeat bookings and increase customer retention by offering points, perks, or free stays.
Examples: Marriott Bonvoy, Hilton Honors, IHG One Rewards.
Significance: Builds long-term relationships with guests, provides valuable marketing data, and drives direct bookings.
57. Load Factor
Definition: A metric borrowed from aviation and events that measures how much of the available capacity is being used.
Formula: (Rooms Sold ÷ Rooms Available) × 100.
Significance: Helps evaluate operational efficiency and identify periods of underperformance.
58. Lobby Ambassador
Definition: A staff member stationed in the hotel lobby whose role is to greet guests, offer assistance, and manage the arrival experience.
Significance: Enhances first impressions, particularly in luxury properties, by adding a personal and proactive touch.
59. Local Experience Package
Definition: A special offer that bundles accommodations with curated local activities such as cultural tours, cooking classes, or adventure excursions.
Example: A package might include a 2-night stay plus a wine-tasting tour.
Significance: Appeals to modern travelers seeking immersive and authentic experiences.
M
60. MICE (Meetings, Incentives, Conferences, Exhibitions)
Definition: A business travel segment focused on corporate events and group gatherings, often high-spend and pre-arranged.
Revenue Impact: MICE bookings often involve multiple room nights, meeting space, F&B, and AV rentals.
Significance: Crucial for business hotels and urban properties with event facilities.
61. Mini Bar
Definition: A small, in-room fridge stocked with snacks and beverages, often with premium pricing.
Revenue Insight: While not a major revenue driver today, minibars can still contribute to guest convenience and impulse purchases.
Significance: Hotels now use smart minibars with automated sensors to track usage and prevent disputes.
62. Maintenance Request
Definition: A logged report submitted by staff or guests to repair or fix equipment or room-related issues.
Examples: A faulty air conditioner, flickering lights, or a leaking faucet.
Significance: A well-organized maintenance system ensures quick turnaround and maintains service quality.
63. Market Segment
Definition: A classification used to group guests based on characteristics like purpose of travel (e.g., corporate, leisure, group, government).
Significance: Helps tailor marketing, pricing, and service strategies to meet specific guest needs.
64. Mystery Guest
Definition: An anonymous person hired to evaluate service quality, cleanliness, and brand consistency from a guest’s perspective.
Usage: Commonly used by large hotel chains or QA firms to benchmark brand performance.
Significance: Helps uncover service gaps and refine training programs.
N
65. No-Show
Definition: A guest who fails to arrive for a confirmed booking without prior cancellation.
Policy Impact: Hotels often charge a fee or forfeit the first night to recover lost revenue.
Significance: No-shows affect occupancy forecasts and revenue targets.
66. Night Audit
Definition: The process of reviewing and reconciling the hotel’s financial transactions at the end of the day.
Performed By: Night auditors—typically between 11 p.m. and 6 a.m.
Significance: Ensures that revenue and reporting are accurate and complete for accounting and analysis.
67. Non-Refundable Rate
Definition: A lower-priced booking option that cannot be cancelled or changed without penalty.
Guest Incentive: Often 10–20% cheaper than flexible rates.
Significance: Guarantees revenue for the hotel, especially in volatile booking windows.
68. Net Rate
Definition: The base rate given to travel agents or wholesalers before any markup is applied for resale.
Significance: Used in B2B agreements, tour operator contracts, and group bookings.
69. Noise Complaint
Definition: A common guest concern, typically about neighboring rooms, construction, or loud public areas.
Significance: Resolving noise complaints quickly is essential to guest satisfaction and can prevent negative reviews.
O
70. OTA (Online Travel Agency)
Definition: A third-party website or platform that facilitates hotel bookings, such as Booking.com, Expedia, or Agoda.
Role: OTAs drive visibility, especially for independent or boutique hotels.
Significance: While they help fill rooms, they also charge commissions, leading hotels to prioritize direct bookings.
71. Overbooking
Definition: The practice of accepting more bookings than the total number of rooms available, assuming some cancellations or no-shows.
Risk: If all guests arrive, the hotel must “walk” (relocate) some to a different property.
Significance: A strategic tool in revenue management but must be carefully managed to avoid guest dissatisfaction.
72. Occupancy Rate
Definition: The percentage of available rooms that are occupied during a specific time period.
Formula: (Occupied Rooms ÷ Total Available Rooms) × 100.
Significance: A core metric that helps assess demand and operational success.
73. On-the-Books (OTB)
Definition: A snapshot of confirmed future reservations. Used in forecasting and revenue planning.
Significance: Helps hotels understand how busy a future date is and adjust pricing or promotions accordingly.
74. Operational Efficiency
Definition: The ability to deliver consistent, high-quality service while minimizing waste, time, and cost.
Example: Automating check-in kiosks reduces front desk wait times.
Significance: Enhances guest experience and profitability at the same time.
P
75. PAX
Definition: A term used in hospitality to refer to the number of people or guests. Derived from the Latin word “passengers,” it’s commonly used in F&B and event planning.
Example: A banquet setup for 200 PAX means the space is prepared for 200 attendees.
Significance: Essential for managing logistics like seating, catering, and staffing.
76. POS (Point of Sale)
Definition: A system used to record and process transactions in outlets like restaurants, bars, gift shops, or spas.
Features: Includes order entry, billing, inventory tracking, and integration with the hotel’s PMS.
Significance: A reliable POS system ensures accurate billing, improves service speed, and tracks revenue efficiently.
77. Pre-Authorization
Definition: A temporary hold placed on a guest’s credit or debit card to guarantee payment for room charges or incidentals.
Example: At check-in, a $150 pre-auth may be taken to cover potential minibar use or damages.
Significance: Protects the hotel against payment defaults while giving guests flexibility on final payment.
78. Package Rate
Definition: A bundled offer combining the room rate with extras like meals, spa treatments, parking, or tours—usually at a discounted price.
Example: A “Romance Package” might include a king room, breakfast, champagne, and late check-out.
Significance: Adds value for guests and increases average spend per booking.
79. Peak Season
Definition: The busiest time of year for a hotel, when demand is highest and rates are typically at their maximum.
Example: Summer in beach destinations or winter in ski resorts.
Significance: Maximizing rates and occupancy during peak season is crucial for annual profitability.
Q
80. Quality Assurance (QA)
Definition: The ongoing process of monitoring, measuring, and improving service delivery and guest experience based on set standards.
Tools: Mystery shoppers, guest surveys, SOP audits, and online review tracking.
Significance: Ensures consistency across departments and helps maintain brand reputation.
81. Quick Turnaround
Definition: Refers to preparing a guest room for the next check-in in the shortest time possible, especially during high-occupancy days.
Example: Housekeeping may have just 20 minutes to clean and reset a room between guests.
Significance: Fast turnarounds are critical to prevent check-in delays and uphold cleanliness standards.
82. Queue Management
Definition: The system or strategy used to manage and reduce wait times at front desks, restaurants, or event areas.
Methods: Numbered ticket systems, digital check-ins, or mobile notifications.
Significance: Shorter queues improve guest satisfaction and perceived service efficiency.
83. Qualified Lead
Definition: A potential guest or client who has expressed interest in booking and meets criteria like budget, decision-making power, and timing.
Example: A corporate group reaching out for a 3-day conference with a defined budget.
Significance: Helps sales teams focus their energy on high-potential conversions.
R
84. RevPAR (Revenue Per Available Room)
Definition: A critical performance metric that combines occupancy and ADR to show how well a hotel is generating room revenue.
Formula: ADR × Occupancy Rate.
Significance: RevPAR helps hoteliers assess overall revenue efficiency and compare properties or time periods.
85. Rack Rate
Definition: The published, non-discounted room rate for a standard room.
Example: A hotel may list a rack rate of $250, but offer various discounts through promotions or packages.
Significance: Often used as a benchmark for calculating discounts or promotions.
86. Rooming List
Definition: A list of guests assigned to specific rooms, typically for group bookings or events.
Includes: Names, arrival/departure dates, room types, and special notes.
Significance: Helps front office, housekeeping, and event staff prepare for incoming guests.
87. Run of House (ROH)
Definition: A reservation where the guest is assigned any available room at the hotel’s discretion, often used for group or discounted bookings.
Significance: Allows flexibility in inventory management while offering guests a standard room at a better rate.
88. Reservation Cut-Off Date
Definition: The final date a group can book rooms under a contracted rate before unreserved rooms are released to general inventory.
Significance: Encourages timely booking and ensures room blocks don’t go unused.
S
89. Suite
Definition: A premium accommodation option offering more space, often including a living room, bedroom, and sometimes kitchen or dining area.
Types: Junior Suite, Executive Suite, Presidential Suite.
Significance: Higher revenue per night and ideal for VIPs or long-stay guests.
90. SOP (Standard Operating Procedure)
Definition: A detailed, written guide outlining step-by-step procedures for staff to perform specific tasks consistently.
Example: SOP for guest check-in includes greeting, ID verification, room assignment, and upselling options.
Significance: Ensures consistency, reduces training time, and supports brand standards.
91. Shoulder Season
Definition: The travel period between peak and low seasons, typically offering moderate rates and less crowding.
Example: Early spring or late fall in popular destinations.
Significance: Great time for promotions and attracting budget-conscious travelers.
92. Stayover
Definition: A guest who is not checking out on a given day and will continue their stay.
Usage: Helps housekeeping plan which rooms to skip or do light service.
Significance: Efficient housekeeping scheduling relies on accurate stayover data.
93. Service Recovery
Definition: The process of addressing and resolving service failures to regain guest satisfaction.
Example: Offering a room upgrade or a complimentary meal after a noise complaint.
Significance: Timely recovery can turn a negative experience into a loyalty-building moment.
T
94. Transient Guest
Definition: A guest not part of a group or contracted rate, typically booking for a short stay.
Market Segment: Includes business travelers, solo leisure guests, and last-minute bookers.
Significance: Makes up the majority of hotel bookings and is heavily targeted in marketing.
95. Turn-Down Service
Definition: An evening housekeeping service where the room is prepped for sleep—lights dimmed, bed covers folded down, and sometimes amenities like chocolates placed on the pillow.
Common in: Luxury and full-service hotels.
Significance: Adds elegance and care to the guest experience.
96. Third-Party Booking
Definition: A reservation made through an intermediary, such as an OTA or travel agent.
Pros: Increases visibility.
Cons: High commission fees.
Significance: Balancing third-party and direct bookings is key to profitability.
97. Triple Occupancy
Definition: A room occupancy configuration where three people stay in one room, often requiring an extra bed or sofa bed.
Example: Parents with one child sharing a room.
Significance: Impacts room setup, pricing, and fire code compliance.
98. Total Revenue Management
Definition: A holistic approach to maximizing income across all revenue streams—rooms, F&B, spa, events, and retail.
Significance: Moves beyond just RevPAR and encourages cross-departmental collaboration for profitability.
U
99. Upselling
Definition: The process of encouraging guests to purchase a higher-priced product or add-on during or after booking.
Example: Offering a room upgrade to a suite for $30 more at check-in.
Significance: Increases revenue per guest with minimal cost and enhances perceived value.
100. Uniformed Services
Definition: Hotel staff who wear uniforms and typically serve in visible, guest-facing roles such as bellhops, doormen, valet attendants, and security.
Significance: They create the first and last impressions and are key to brand image and guest safety.
101. Upgrade
Definition: Moving a guest to a better room category than what they booked—either complimentary or as a paid upsell.
Reasons: Loyalty reward, overbooking lower categories, service recovery.
Significance: Creates delight and encourages guest loyalty.
102. User-Generated Content (UGC)
Definition: Photos, reviews, and videos created by guests and shared online.
Example: A guest posts an Instagram story of the hotel breakfast buffet.
Significance: Authentic marketing that builds trust and drives bookings.
103. Underbooking
Definition: The situation where a hotel has too few bookings to cover operating costs or reach expected occupancy levels.
Significance: May require last-minute discounts or promotions to fill rooms.
V
104. Vacancy
Definition: A room that is unoccupied and available for sale.
Significance: Monitoring vacancy rates is essential for adjusting pricing and marketing strategies.
105. VIP (Very Important Person)
Definition: A guest who receives special privileges and attention due to their status, loyalty, or high spend.
Examples: Complimentary amenities, upgrades, personalized greetings.
Significance: Impressing VIPs builds loyalty, brand advocacy, and revenue.
106. Valet Parking
Definition: A service where staff park and retrieve guest vehicles.
Significance: Adds convenience and luxury, especially in high-end or urban hotels.
107. VFR (Visiting Friends & Relatives)
Definition: A travel segment where guests visit known contacts and may or may not stay at a hotel.
Significance: Often overlooked, but VFR travelers may still book nearby accommodations.
108. Vendor
Definition: A company or individual providing products or services to a hotel.
Examples: Linen suppliers, food distributors, IT providers.
Significance: Vendor relationships impact quality, cost, and operational flow.
W
109. Walk-In Guest
Definition: A guest who arrives without a reservation and inquires about room availability.
Significance: A chance to capture spontaneous bookings, especially during off-peak hours.
110. Workation
Definition: A growing travel trend where people work remotely while vacationing at a hotel or resort.
Target Market: Digital nomads, remote professionals, or extended-stay travelers.
Significance: Hotels now offer “workation packages” with fast Wi-Fi, desks, and long-stay discounts.
111. Walk Guest
Definition: A confirmed guest who must be relocated to another hotel due to overbooking.
Significance: Needs to be handled with care—hotels usually pay for the first night and transportation to the new location.
112. Welcome Amenities
Definition: Small gifts or touches provided upon arrival—such as fruit baskets, chocolates, or handwritten notes.
Significance: Boosts first impressions and loyalty, especially with VIPs or repeat guests.
113. Web Booking Engine (WBE)
Definition: The software integrated into a hotel’s website that allows for direct, real-time online reservations.
Significance: Key to increasing direct bookings and reducing OTA commissions.
X
114. X-Factor Service
Definition: Unforgettable, above-and-beyond guest service moments that surprise and delight.
Examples: Remembering a guest’s birthday, personalized room setup, unexpected free upgrades.
Significance: Drives loyalty and powerful word-of-mouth marketing.
115. X-Rooming
Definition: An internal term some hotels use when reassigning rooms due to maintenance or operational needs.
Significance: While uncommon industry-wide, this term is sometimes used in large-scale operations.
Y
116. Yield Management
Definition: A strategy used to maximize revenue by adjusting prices based on demand, booking behavior, and time to arrival.
Example: Raising rates as rooms fill up closer to the date.
Significance: Core to revenue management—it ensures inventory is sold at the best possible rate.
117. Year-To-Date (YTD)
Definition: Cumulative data from the start of the year to the current date, used in reporting and analysis.
Significance: Helps hotels assess performance trends over time and adjust future strategies.
118. Youth Hostel
Definition: Budget-oriented lodging catering primarily to young travelers, offering shared dorms and community-driven experiences.
Significance: A fast-growing segment in urban destinations and backpacker trails.
Z
119. Zero-Based Budgeting
Definition: A budgeting method where all expenses must be justified from scratch, rather than being based on previous years’ figures.
Significance: Promotes cost control and strategic thinking, but can be time-intensive.
120. Zone Pricing
Definition: A pricing strategy based on geographical zones or market segments—e.g., domestic vs. international, city vs. suburban.
Significance: Useful for tailoring promotions and understanding regional demand.
Conclusion: Speak the Language, Lead with Confidence
Whether you’re leading a team, training new recruits, or strategizing with investors, knowing the language of hospitality can make or break communication.
This hospitality industry glossary is more than just a vocabulary list—it’s a toolkit to navigate the business side of guest experience with clarity and authority.
Bookmark it. Share it. Refer to it whenever you need to sharpen your industry acumen. Because in hospitality, the right words can open more doors than a master key.
