Download Operate a computerised reservations system

Glossary
Glossary
Term
Explanation
Amenity
Items in the room for guest use
Availability
Amount of rooms available for sale
Briefing
A meeting to discuss an upcoming shift
Bumping a guest
Where a guest needs to be transferred to another hotel
due to non availability
Complaint
A comment made by the customer in relation to a failure
of a product or service provided
Constructive feedback
Feedback given by management with the aim of
identifying actual performance with suggestions for
improvement
Counselling
Discussions and analysis of personal and work problems
that affect an employee’s work performance in an
attempt to find a solution
Deviation
Where there is a difference in expected and actual
activities, information or figures
ETA
Estimated time of arrival
ETD
Estimated time of departure
Forecast
A prediction of future events
Hand-over
A period of time in which different shifts will have time to
exchange information that will benefit and ensure the
smooth continuation of the department.
In-house
A person who is a registered guest in the hotel
Monitor
To watch, observe or evaluate an activity or process
No show
A guest who has made a booking, but did not show up.
Occupancy
The term described to identify amount of rooms sold or
occupied by guests
Operations
The combination of products and services provided to a
customer
Rate
The price offered for an accommodation room
© ASEAN 2013
Trainee Manual
Operate a computerised reservations system
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