American Plan (AP)
A type of room rate which includes the price of the room, breakfast, lunch, and
dinner. Also known as full pension.
Apartment Hotel
Accommodation in apartment-style units rather than rooms: with minimum or
expanded in-suite cooking facilities. Defined by legislation for licensing and
classification purposes.
Available Rooms (suites, beds)
The number of rooms normally available on a day to day basis, LESS those
permanently used for some purpose other than guest occupancy.
Average Daily Rate (ADR)
The total room revenue for a given period (day, month to date, month, year to
date), divided by the number of rooms occupied for the same period. Frequently
used as a measure of economic performance.
Bed and Breakfast (B&B)
A type of room rate which includes the price of the room and breakfast. Also
known as Continental Plan.
Boutique Hotel
Historical, classic buildings, remodeled into boutique hotels with usually have
less than 30 rooms.
Complimentary Room
An occupied guest room for which no price is charged. This may include a room
occupied by a hotel employee.
Condominium Hotels
Customers purchase fee-simple equity in the units - the hotel's guestrooms.
Unit owners may live in the hotels permanently or use them as second and third
homes. Depending on the hotel's policy, unit owners may rent their units
independently or through the management company's rental program and derive
income through a revenue-sharing arrangement. Unit owners also incur budgeted
maintenance and operating expenses. Depending on the management company, unit
owners have varying degrees of access to their hotel's amenities and services.
Credit Card Commissions
A fee paid to credit card companies based upon a contracted percentage of
credit card charges accepted.
Destination Clubs
The newest entrant to lodging, this niche most closely resembles country clubs
in ownership structure. While developers of destination clubs expect to branch
out into other price segments, for now this niche targets the most affluent of
travelers. Customers pay initiation fees that can run as high as $500,000 and
annual dues running as high as $25,000. In return, customers get to stay for
weeks at a time in multi-million dollar residences and villas in prime urban
and resort locations and enjoy a full range of amenities and services.
Facilities
Core physical
features: accommodation, restaurants, bars, and meeting rooms.
Frequent Independent Traveler (FIT)
Designation which applies to visitors who arrive on their own as opposed to
being a part of an organized group.
Franchise
The right to market a service and/or product often exclusive for a specified
area, as granted by the manufacturer, developer or distributor in return for a
fee: prevalent in the fast food industry but increasingly adopted within the hotel
community.
Front Office
An office usually situated in the lobby, always located inside the main
entrance, whose primary function is to control the sale of guest rooms, provide
keys, mail, information service for guests, maintain guest accounts, render bills,
receive payments as well as providing information to other departments within
the hotel.
Guest Account
An itemized record of a guest's charges and credits, which is maintained in the
front office until departure. Also referred to as a guest bill, guest folio,
and/or guest statement.
Guest Amenities
Not to be confused with "amenities", this is the term given to the
range of disposable items provided in guest room bathrooms and includes such
items as shampoo, lotion, conditioner, soap, toothpaste, toothbrush, shower
caps, etc… The cost of these items are built into room rate.
Guest Check (Restaurant)
The invoice presented to restaurant and bar patrons for food and beverage
consumed during a visit. Also referred to as a waiter's check or restaurant
check.
Guest History
A record maintained for each guest who has stayed at the hotel with a separate
entry for each visit and details of pertinent preferences. This is a valuable
reference tool for reservations, marketing, and credit departments. Guest
histories are now more readily available through the increased utilization of
computers and technology.
Guest House
A personal residence with a small amount of overnight accommodation
sometimes limited by legislation and residence constraints. Typically provides
breakfast which is included within the room rate but no other meals. Not
licensed to provide alcoholic beverages commercially.
Guest Service Directory
A documented listing of all of the features of a hotel together with
general and pertinent information about the community within which the property
is located. Directories are usually provided within each guest room.
High (Peak) Season / Shoulder Season
The period of
consecutive months during which optimum revenues, room/suite occupancy and
average room rates are generated. In the Rajasthan this is generally October
through March.
Hotel
Minimum number of available rooms, services, and amenities, usually defined by
legislation for licensing and classification purposes as well as eligibility
for fiscal incentives in some jurisdictions. May provide food and beverage
services on site but not always within the accommodation building(s): usually
by in-house staff but occasionally through an outside food and beverage
contractor. May or may not provide a range of recreation and other amenities on
site or by arrangement with others off site. Includes motor hotel, resort hotel
or resort, and commercial hotel.
Hotel Representative
An individual or firm with the responsibility to facilitate market
accessibility to the hotel property by the travel trade.
Ingress and Egress
Ingress/Egress relates to the Civil Authority coverage part of the Business
Income/EE forms. If one is unable to enter or exit by direction of civil
authority.
Innkeepers Statutes
Statutes that limit the common law liability of innkeepers.
Intelligent Hotels
Hotels that are identified because they have state of the art technology
systems for their operations. These hotels have replaced the traditional
systems to reduce their energy cost and usually have integrated systems which
join analog and digital systems to achieve an effective communication in their
hotels. The return on investment is reflected in the energy-cost savings and
the comfort they provide to their guests.
Limited Service Hotels
Brand hotels with franchise memberships of recognized hotels, built within
limited areas without a restaurant. These hotels are located near business
areas such as industrial parks, cities, and airport terminals.
Loss of Attraction
"Loss of Attraction" falls under the Business Income and Extra
Expense coverage form although coverage is rarely included as it is hard to
prove. For example, if a fire occurred at a hotel in Las Vegas, there may be other hotels in the
surrounding area that will have lost income as a result of the reduction in
tourism. For those hotels that have not suffered direct damage to the property,
Business Income claims would fall under “Loss of Attraction.” Loss
of Attraction coverage is not common and can be difficult to identify the loss resulting
from a disaster and that which could have resulted from poor management or
other uninsured factors.
Physical damage to insured property is the primary trigger for business
interruption claims; however, additional triggers of coverage outside of
physical damage include acts of civil authority, ingress/egress, contingent
business interruption and loss of attraction.Low (off-peak) Season
The consecutive months during which the lowest revenues, room/suite occupancy
and average room rates are generated. In the Rajasthan this is generally April
to September.
Mini Bar
A specially designed small floor mounted refrigerator containing a variety
of beverages and snacks located in guest rooms, with individual guest room key
access. This amenity serves as a more credible and profitable substitute for
room service.
M.O.D.
Manager On Duty.
Motel
Overnight accommodation originally targeted to automobile travelers and
therefore, situated at roadside locations. A more contemporary definition would
be the provision of accommodation only, with no other amenities and services
provided by the motel.
Occupancy (Occ. %) (Occ Rate)
The percentage of available rooms occupied for a given period of consecutive
time. This figure is calculated by dividing the number of rooms occupied for a
period by the number of rooms available for the same period and is expressed as
a percentage.
Overbooking
A situation in which more room reservations have been taken by a hotel than
what the hotel is able to accommodate. Hotels that use overbooking as a policy
are increasingly being targeted by tour wholesalers and operators in an attempt
to better control and minimize the serious adverse marketing effects which
overbooking has for all stakeholders.
Package
The name given to an assembly of components under a one price system.
Typically, the core package price would include: return transportation, ground
transfers, baggage handling, accommodation, one or more meals per day, and
applicable taxes. Car rentals, recreation and entertainment and gratuities may
also be included, but are more often supplementary to the core package price.
Rack Rate
The full, undiscounted published room rate (price).
Registration Card (Reg. Card)
A form on which arriving guests record their names, addresses, and other
details including mode of transportation used, nationality, purpose of visit
(usually business or pleasure), method of payment, and length of stay. A space
is also provided for signature, room rate and room number. Additional questions
may be included as a part of the hotel's market research platform.
Resort Hotels & Spas
A hotel that caters primarily to vacationers and tourist and typically offers
more recreational amenities and services, in a more aesthetically pleasing
setting, than other hotels. These hotels are located in attractive and natural
tourism destinations and their clientele are groups and couples that like
adventure with sophistication and comfort. The attractions vary depending on
the region and some might offer golf, tennis, scuba diving and, depending on
the natural surrounding, may also arrange other recreational activities.
Revenue Per Available Room (REVPAR)
Revpar is the key measure in the performance of the core business of
hotels-selling rooms. Revenue per available room (revpar) is the key indicator
of performance for hotels and can be broken down into two parts reflecting
occupancy and rates:
Revpar = occupancy
(percentage of available rooms occupied) × average room rate per night.
Trends in revpar are very important. Revpar can be used to compare companies
but only if they have broadly similar hotels - i.e. similarly priced in similar
locations. This is less unlikely than it may seem as most hotels companies give
regional breakdowns of revpar and this can be compared.
Room Block
A predetermined number of rooms reserved in advance for group (conference,
tour) use.
Room Service
Food and beverage delivered and served in a guest
room.
Safety
Deposit Boxes
Individual boxes provided for the safekeeping of
guest valuables. Located either in a central, secure, and supervised location
or in individual guest rooms.
Shoulder
Season
The period between peak and low season.
Star
Ratings:-
Five Star Hotel
Luxury hotels; most expensive
hotels/resorts in the world; numerous extras to enhance the quality of the
client's stay (for example: some have private golf courses and even a small
private airport).
Four Star Hotel
First class hotels; expensive (by
middle-class standards); has all of the previously mentioned services; has many
"luxury" services (for example: massages or a health spa).
Three
Star Hotel
Middle class hotels; moderately
priced; has daily maid service, room service, and may have dry-cleaning,
Internet access, and a swimming pool.
Two Star Hotel
Budget hotels; slightly more
expensive; usually has maid service daily.
One Star Hotel
Low budget hotels; inexpensive; may
not have maid service or room service.
No Category Hotels
These hotels include motels,
cottages, bungalows and others with limited services. Nevertheless, these
hotels represent 41% of the total hotel market share.
Timeshare
(Vacation Ownership)
A marketing and equity financing concept which
permits participants to enjoy vacation accommodation for a fixed, one time amount
for life, or shorter contracted period. According to the American Resort
Development Association (ARDA), timeshare consumers make a one-time purchase of
furnished resort accommodations, at a fraction of whole ownership costs, and
pay an annual maintenance fee. Each condominium, or unit, of a vacation
ownership resort is divided into intervals, either by the week or points
equivalent, which are sold separately.
The accommodations are priced according to a
variety of factors, including size of the unit, resort amenities, location, and
season. The purchaser owns the vacation accommodations, but only for the amount
of time he or she plans to use it - typically one or two weeks each year. With
time-share, the owner has all the benefits of a vacation home without the
year-round costs. From its origin, the idea behind time-sharing was to give
people the ability to purchase their future vacation - at current prices.
Fractionals are a variation of timeshare in which
the purchaser owns longer intervals, from four to 12 weeks a year. Costs of
fractionals are significantly higher, ranging to more than $600,000. Major
branded hotel companies participate in fractional timeshare, though not to the
extent of independent operators.
Tour
Operator
An organization or individual who actively manages
and escorts tours and tour packages to FIT and group visitors.
Traditional
Lodging
Guests pay nightly rates for single rooms or
suites and have full access to the hotels' range of amenities and services.
Rates begin at "rack," but vary widely, based on time of week and
season and nearby events and attractions.
Transfer
This refers to the transportation of visitors
between their point of arrival and selected hotel, and back again on departure
day.
Wake Up
call
A call made by front office, usually by telephone,
to a guest room at the time requested by a room guest to be wakened.
Walk In
Guest
Who checks-in without an advance reservation.
Walked
Guests
When a hotel is overbooked and a guest room is
not available for a confirmed guest, the hotel has “walk the guest” to a nearby
hotel. This usually includes paying for transportation to the hotel
and covering any difference in the room rate at the hotel the guest was
“walked” to.
ALA CARTE MENU:
A food and beverage menu in which each item is
listed and priced separately.
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. See Accessible Parking Space.
ACCESSIBLE
PARKING SPACE:
A parking space, specially designed for disabled
persons, that meets or exceeds the requirements of the people with Disabilities
Act. It should have a minimum width of 13 feet (4 meters)--8 feet (2.4 meters)
for the vehicle and 5 feet (1.5 meters) for an access aisle.
ACCESSIBLE
ROUTE:
A route that connects the accessible parking area
to an accessible entrance of the building the parking lot serves. An accessible
route should be a minimum of 36 inches (91 centimeters) wide and have no abrupt
surface transitions (from sidewalks to streets, for example) or obstructions
that would present hazards to a visually impaired person.
ACOUSTICS:
Sound absorption or sound reflection quality of
certain materials, usually in ceilings, walls, or floors.
ACRYLIC:
Synthetic material used in making fabric and
molded transparent fixtures or surfaces.
ACTIVATED
CARBON:
A form of carbon capable of absorbing odors and
vapors. It is used in various filter systems.
ACTUAL
BEVERAGE COST PERCENTAGE:
Net beverage cost divided by total bar sales.
AD VALOREM
TAX:
A tax based on the assessed value of the asset
itself, usually a fixed percentage of the value.
ADDITIVE:
Anything added to a product that is not
strictly necessary for making the product, but which facilitates the production
or enhances certain qualities considered desirable by the producer. For
example, brewers use additives to produce a more stable and softer foam,
greater clarity, and other qualities.
ADJOINING
ROOMS:
Guestrooms located side by side without a
connecting door between them.
ADJUNCTS:
Natural
products--most often grain products such as rice, corn, and wheat flakes--added
to malted barley before fermentation. Soybean flakes, potato starch, and even
sugar are sometimes used as adjuncts.
AEROBIC
ORGANISM:
A microorganism that requires free oxygen to
reproduce.
AEROBIC
SPOILAGE:
Spoilage of meat tissue in an oxygen environment.
Bacteria are responsible for the greatest amount of aerobic meat spoilage.
AESTHETIC
BALANCE:
In meal planning, a pleasing combination
obtained by making use of the colors, textures, and flavors of
foods. AFFILIATE RESERVATION SYSTEM:
A hotel chain's reservation system in which all
participating properties are contractually related. Each property is
represented in the computer system database and is required to provide room
availability data to the reservation center on a timely basis.
AFFILIATED
HOTEL:
A hotel that is a member of a chain, franchise, or
referral system. Membership provides special advantages, particularly a
national reservation system.
AFFIRMATIVE
PHILOSOPHY:
The philosophy that assumes that business has a
responsibility to serve society.
AFLATOXIN:
A poisonous mycotoxin produced by the mold
Aspergillus flavus, which is found worldwide and grows on nuts, corn, wheat,
and other grains. Aflatoxin may be found in finished products like bread and
peanut butter. Ingestion of aflatoxin usually only causes low-grade fever in
humans, but it can produce cancer in trout, rats, and ducks and has been linked
to some cases of liver cancer in humans.
AGING:
A process in the production of alcoholic
beverages in which spirits and wines are stored in casks or barrels after
fermentation, but before bottling. Its purpose is to improve quality by
allowing further chemical reaction to occur with a small amount of air.
AIDS
(Acquired Immune Deficiency Syndrome):
Incurable disease caused by a retro-virus that can
be transmitted through blood or semen.
AIR CHANGE:
Ventilation rate in terms of room or building
volume. Usually expressed as air changes per hour.
AIR
HANDLING UNIT:
An all-air HVAC system consisting of coils
(through which steam/hot water or chilled water is circulated from central
boilers and chillers), filters, fresh air intakes, exhaust air discharges, and
sometimes humidification equipment.
AIRLINE-RELATED
GUESTS:
Airplane crew members and passengers who need
emergency accommodations.
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.
ALCOHOLIC
BEVERAGE MENU:
A menu that lists cocktails, wines, and other
alcoholic beverages an operation offers to guests. Alcoholic beverages can be
listed on a separate menu or included on the regular menu. Restaurants with a
large selection of wines may have a separate wine list. Many beverage menus also
include no- or low-alcohol drinks.
ALE:
A brew that is top-fermented at high temperatures
and contains more hops than do most beers, resulting in a characteristic bitter
taste.
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.
ALLOCENTRIC:
A term used to describe a person who is more
adventurous and willing to travel to exotic destinations, and who travels more
frequently and by more modern or unusual forms of transportation. Allocentric
travelers are apt to spend more money than psychocentric travelers. Compare
Psychocentric.
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.
ALT:
A brew much like British ale, named from the
German word meaning "old," indicating it is made by the ancient
method of top-fermenting.
ALTERNATE
OPERATOR SERVICE (AOS):
A long-distance telephone operator-service
provider that supplies its own operator but leases a network from an other
common carrier (OCC), such as MCI or US Sprint.
ALTERNATIVE
TOURISM:
Smaller scale tourism in terms of the number of
tourists and the dimensions of tourism development. Sometimes called
responsible or green tourism.
AMBIANCE:
(1) A feeling about or an identity for an
establishment created by the combination of decor, lighting, furnishings, and
other factors.
(2) Applied to environments, a feeling or mood
associated with a particular place, person, or thing; an atmosphere.
AMBIENT AIR
TEMPERATURE:
The surrounding inside air temperature,
usually considered ideal for human comfort at 65° to 75°F (18° to 24°C).
AMBIENT
LIGHTING:
Lighting that provides atmosphere and holds
together varied elements of the decor.
AMENITY:
Service or item offered to guests or placed in
guestrooms 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
HOTEL & MOTEL ASSOCIATION (AH&MA):
A federation of state and regional hotel
associations that offers benefits and services to hospitality properties and
suppliers. AH&MA reviews proposed legislation affecting hotels, sponsors
seminars and group study programs, conducts research, and publishes Lodging
magazine. The Educational Institute of AH&MA is the world's largest
developer of hospitality industry training materials, including textbooks,
videotapes, seminars, courses, and software.
AMERICAN
PLAN:
A room rate that includes three meals.
ANTENNA
UNIT:
Part of a system that supports the use of
hand-held server terminals. Antenna units relay signals from hand-held
terminals to a radio base station.
APERITIF WINE:
A wine that is traditionally served before a meal
as an appetizer or cocktail. Aperitif wines are often fortified and
herb-flavored. Vermouth, for instance, is both fortified and flavored with
herbal ingredients.
APPELLATION
CONTRôLÉE:
Literally, "name controlled." A wine
with this designation on the label belongs to the highest classification of
French wines and is strictly regulated by an agency of the French government.
AQUAVIT
(Akvavit):
Smooth, light, dry, clear liquor with the
flavor of caraway; like Kummell, but much drier. National beverage of the
Scandinavian countries. A dill-flavored aquavit is also available.
AQUIFER:
Water-bearing stratum of permeable rock, sand,
or gravel located beneath the earth's surface. See also Groundwater.
ARMAGNAC:
A great grape brandy of France,
probably second only to Cognac.
Armagnac is produced in a legally delineated region in southwest France. It is
dry, less delicate, and less ethereal than Cognac, but compensates with a fuller body.
ARTIFICIAL
LIGHT:
Light other than sunlight.
ASEPTIC
CANNING:
A process used for food products that are
particularly sensitive to heat; it involves the separate sterilization of
containers (using hydrogen peroxide) and contents, and uses more heat for
substantially shorter periods of time than conventional canning. Once
sterilized, the contents are placed into the containers and hermetically sealed
in a sterile environment. This process conserves nutrients, color, taste, odor,
and texture but is relatively expensive.
ATRIUM:
A guestroom 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.
AUTODIAL/AUTO-ANSWER:
In electronic communications, a feature of
sophisticated modems that enables a user to place a call to a pre-specified phone
number at an exact time, or set up the modem in a ready state to receive
incoming calls.
AUTOLYSIS:
The chemical
breakdown of food products caused by substances (primarily enzymes) within the
food.
AUTOMATIC
FORM NUMBER READER (AFNR):
A feature of a guest check printer that
facilitates order entry procedures; instead of a server manually inputting a
guest check's serial number to access the account, a bar code imprinted on the
guest check presents the check's serial number in a machine-readable format.
AUTOMATIC
IDENTIFICATION OF OUTWARD DIALING:
A feature of a call accounting system that
immediately identifies the extension from which an outgoing 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.
AUTOMATIC
ROUTE SELECTION:
A feature of a call accounting system that
provides the capability of connecting with a variety of common carriers.
AUTOMATIC
SLIP FEED (ASF):
A feature of a guest check printer that prevents
overprinting of items and amounts on guest checks.
AUTOMATIC SPELL CHECK:
A computer program that helps users proofread
documents by automatically checking for spelling errors. The words in the
document are electronically compared with entries in the spell checker's
dictionary. When a word which appears in the document does not appear in the
program's dictionary, it is generally highlighted on the display screen so the
operator can correct it.
AUTOMATIC/COMPUTERIZED
BAR SYSTEM:
Beverage dispensing system that improves portion
control, inventory control, and quality control, as well as the accuracy of
guest checks and the adherence to standard recipes.
AUXILIARY
HEAT:
A secondary supply of heat provided by a standby
heating system or fuel supply when the primary heating system or fuel supply
cannot supply heat (or adequate heat).
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.
ADSL: Short for asymmetric digital subscriber line. A compression
technology that
allows voice, data and one-way, full-motion video
to be delivered at a speed of 1.5
Mbps over existing copper feeder, distribution and
subscriber lines.
Affiliate
Program: A network of businesses placing banners or links on each other’s
Web sites promoting each other’s brands and
products. Customers are referred to
one another in exchange for a sales commission.
Auction: A web site that facilitates transactions
among consumers based on the
highest bid.
Authentication:
The process of identifying a person usually based on username and
password. Authentication ensures a person is who
they claim to be, but says nothing
of the access rights of the individual.
Authorization:
The process of giving individuals access based on their identity.
B2B:
Short for business-to-business e-commerce.
B2C:
Short for business-to-consumer e-commerce.
Bandwidth:
The amount of data that can be transmitted in a fixed amount of time.
Banner
Advertisement: The “click here” message you see at the top of Web pages
that tempts customers into visiting web sites.
Banner
Exchange Network: A network of web sites placing banner advertisements
on each other’s sites.
Bricks-and-Mortar
(B&M): A physical store.
Brochureware:
A web site with information about a company and its products or
services.
Browser:
The software you need to travel the Internet.
C2C:
Short for consumer-to-consumer e-business, the use of auctions to allow
consumers to bid on products.
Chargeback:
A credit card purchase is cancelled by the cardholder. In e-commerce,
cardholders can chargeback a purchase if they did
not sign the sales draft and have
a complaint with the product. Cardholders can
chargeback any Internet purchase
for up to 180 days from the date of purchase.
Clickthrough:
The act of a potential customer clicking on a banner advertisement to
reach the marketer’s site.
Clicks-and-Mortar
(C&M): The integration between a virtual store (clicks) and a
physical store (mortar).
Connectivity:
The idea of a fusion of computing and communications.
Convergence:
The coming together of two distinct technologies.
Cookie:
A unique identifier sent to your computer by a web server and stored on
your hard disk.
Data
Mining: The process of taking raw information that your customers have
provided and turning it into information that can
assist in sale segmentation,
product customization, and/or customer.
Digital
Certificate: An attachment to an electronic message used for security
purposes. The most common use of a digital
certificate is to verify that a user
sending a message is who he or she claims to be,
and to provide the receiver with
the means to encode a reply.
Disintermediation:
Removing the middleman. The term describes Internet-based
businesses that use the World Wide Web to sell
products directly to customers
rather than going through traditional retail
channels. By eliminating the
middleman, companies can sell their products
cheaper and faster.
Domain
Name: A web site’s address on the Internet.
DSL:
Short for digital subscriber lines. The use of sophisticated modulation schemes
to pack data onto copper wires. DSL offers speeds
up to 32 Mbps for downstream
traffic, and between 32 Kbps to 1 Mbps for
upstream traffic.
E-business:
Short for electronic business, conducting business on the Internet.
E-commerce:
Short for electronic commerce. Incorporating all elements of
commerce online including sales, inventory
management, and human resources.
Encryption:
the translation of data into secret code. Encryption is the most effective
way to achieve data security. To read an encrypted
file, you must have access to a
secret key or password that enables you to decrypt
it.
FAQ:
Short for frequently asked questions. A FAQ is a document that answers
questions about some technical topic.
Hosting
Company: Companies providing the dedicated high-speed communications
line, support staff, equipment, and software. By
outsourcing the technical
operations of e-commerce sites, businesses can
jump online quicker and cheaper..
Internet Service Provider (ISP): A company that
provides access to the Internet. For a
monthly fee, the service provider gives you a
software package, username,
password and access phone number. Equipped with a
modem, you can then log on
to the Internet and browse the World Wide Web and
USENET, and send and receive
e-mail.
FAMILIARIZATION
(FAM) TOUR:
A reduced-rate, often complimentary,trip or
tour offered to travel agents, wholesalers, incentive travelplanners, travel
writers, broadcasters, or photographers to promote ahotel or a destination.
FAMILY LIFE
CYCLE:
A series of stagesused to distinguish between
types of travelers; variables used todetermine family life cycle stages are
age, marital status, andpresence and ages of children.
FAMILY
RATE:
A special room rate for parents and children
occupying one guestroom.
FAMILY-STYLE
SERVICE:
Atable service style in which food is placed
on large platters or inlarge bowls which are taken to the tables by servers.
Guests pass thefood around their table and serve themselves.
FAST-FOOD
SERVICE:
Thesingle largest segment of the food service
industry; composed ofcommercial establishments that offer drive-through and/or
counterservice to customers.
FERMENTATION:
A step, prior todistillation, during which a mash
consisting of crushed grain, grapes,sugar cane, or other plant product and
water is injected with yeasts.The yeasts convert the product into ethyl alcohol
and carbon dioxidegas. The gas drifts off, and the remaining mixture contains a
fairlylow level of alcohol, which can be extracted and concentrated
throughdistillation. Distilled beverage alcohol can be derived from any plantor
plant product containing either fermentable sugars or starch thatcan be
converted to such sugars.
FERMENTED
IN THE BOTTLE:
Thedesignation appearing on a bottle of
champagne or sparkling wine whenthe transfer process is used; that is, the
second fermentation takesplace "in the bottle" as the label says, but
the sparkling wine is thentransferred to a vat under pressure for settling,
clarifying, andfining, and then returned under pressure to the original
bottles.Compare Fermented in this Bottle.
FERMENTED
IN THIS BOTTLE:
Thedesignation appearing on a bottle of
champagne or sparkling wine whenthe traditional champagne method is used; that
is, the re-fermentationtakes place in the bottle in which the champagne or
sparkling wine issold. Compare Fermented in the Bottle.
FINISH:
A liquid appliedto floors that dries to a
protective coating and enhances theappearance of the floor. Finishes come in
wax-based or polymer types.
FINISHED
PRODUCT CATERING DELIVERY:
Home delivery catering services.
FLIGHT-TYPE
DISHWASHER:
Adishwashing machine in which dishes are placed on
a conveyor made ofpegs or bars and are moved through several washing and
rinsingchambers.
FLOOR
PERSON:
Casino employee who supervises dealers and is
trained to resolve disputes and watch for cheaters.
FLUSH:
Stepin the laundry wash cycle that dissolves
and dilutes water-solublesoils to reduce the soil load for the upcoming suds
step. Items aregenerally flushed at medium temperatures and high water levels.
FLYCRUISING:
A travel trend in which tourists fly to a
destination to begin a cruise, generally as part of a travel
package.
FLYING FOOD
SHOW:
Aprocedure for delivering cooked menu items to
guests as soon as thefood is ready. The first server to arrive at the pickup
point deliversthe menu items that are ready for service; can only be
implemented iforder tickets show which guest at which table is to receive each
order.
FOLIO:
The guest's bill that all hotel and incidental
charges are posted to.
FOOD AND
BEVERAGE DIVISION:
Thedivision in a hospitality organization that
is responsible forpreparing and serving food and beverages within the
organization orproperty. Also includes catering and room service.
FOOD AND
BEVERAGE MANAGER:
A person who plans, directs, organizes, and
controls all phases of the food and beverage departments of an establishment.
FOOD
DEHYDRATION:
Adry food preservation method, thought to be the
oldest; effectivebecause it reduces the aw of food and thus inhibits microbial
activity.Four types are sun drying, mechanical drying, freeze-drying, and
dryingduring smoking.
FOOD
INFECTION:
A type of foodborne illnesscaused by bacteria or
viruses in food that are consumed with the foodand later reproduce inside the
body. With food infection, it is thegerms themselves--not the toxins they
produce--that cause the illness.Compare Food Poisoning.
FOOD
POISONING:
Illness that occurswhen germs get into food and
produce toxic waste products. With foodpoisoning, it is the toxin--not the
germs themselves--that produces theillness. Compare Food Infection.
FOREIGN
INDEPENDENT TOUR (FIT):
Atour created for individuals or families who
walk into a travel agencyand tell an agent what country or area they would like
to visit andwhat they would like to see and do there.
FORTIFIED
WINE:
Wineto which alcohol is added, usually during
fermentation, resulting in awine with a minimum of 15% and maximum of 24%
alcohol by volume.
FREE POUR:
A beverage system in which the bartender
simply pours an unmeasured amount into a glass.
FREEZER:
A reach-in or walk-in food storage unit that
maintains a temperature of 0°F (-18°C) or less.
FRENCH
SERVICE:
Anelegant, complex type of dining service in which
entrées are preparedat tableside by service employees. Used only in
gourmet,high-check-average dining operations. Also known as tableside or
cartservice.
FRONT BAR:
A place
(a) where guests may sit down and order and
consume beverages and
(b)that serves as a work space for the bartender.
The front bar is dividedinto two functional areas: the backbar (the back wall,
for storage anddisplay) and the underbar (the bartender's main working area).
CompareService Bar.
FRONT DESK:
The focal point of activity within thehotel,
usually prominently located in the hotel lobby. Guests areregistered, assigned
rooms, and checked out at the front desk.
FRONT DESK
AGENT:
Ahotel employee whose responsibilities center
on the registrationprocess, but also typically include preregistration
activities, roomstatus coordination, and mail, message, and information
requests.
FRONT OF
THE HOUSE:
Thefunctional areas of a hotel or restaurant
in which employees haveextensive guest contact, such as the front desk (in
hotels) and thedining room(s).
FRONT
OFFICE:
A hotel's command post forprocessing
reservations, registering guests, settling guest accounts,and checking guests
in and out.
FULL
BOTTLE:
A wine bottle thatusually contains
approximately 25 ounces (750 ml), which couldadequately serve three to four
persons, but is not too much for twopeople over the course of a full meal.
FULL BOTTLE
SLIP:
Acontrol tool used in maintaining bar par. When a
full bottle isordered, management or the point-of-sale system issues a full
bottleslip to the bartender to exchange for the full bottle. To
requisitionthese bottles (since there is no empty), the bartender attaches thefull
bottle slips to the daily bar requisition form.
FULL-MENU
RESTAURANT:
A restaurant that
(a) has more than a dozen or so main-course items
on the menu, and
(b) cooks to order.
FULL-SERVICE
AGENCY:
A travel agency that handles all types of
travel for consumers.
FULL-SERVICE
HOTEL:
Ahotel with a full range of servives service
and amenities which mayinclude some or all; onsite restaurant and lounge,
meeting facility,pool, fiteness center, business center, etc.
CompareEconomy/Limited-Service Hotel.
GARNISH:
(1) Decorative edible items used to ornament
or enhance the eye appeal of another food item.
(2) To add such a decorative item to food.
GENERAL
MANAGER:
The chief operating officer of a hotel or a
restaurant.
GENERIC
WINE:
A blend of wines that resembles a particular
wine of an already established region; a California
"Burgundy,"
for instance.
GIN:
Acompounded spirit (the basic product flavored by
juniper berries)usually classified as dry or heavy; dry gins are light in
flavor andbody, while heavy gins are heavily flavored and full-bodied.
GINGER-FLAVORED
BRANDY:
Neutral brandy with the true flavor and aroma
of ginger root and other aromatics. Light brown in color.
GIN-HEAD:
In the distillation of spirits, a device at
the top of the still through which the alcohol vapors are passed to pick up
flavor.
GLASS RAIL:
An area on which a bartender or server can set
glasses while pouring drinks.
GLOBAL
DISTRIBUTION SYSTEM (GDS):
Anetwork of internet reservation systems that
provide a central placewhere travelers and travel agents can check availability
and reservetravel related products like hotels, airline, car rentals,
cruises,rail. Formed and managed by the airline industry and includes
systemlike Sabre, Apollo, Amedaus, Pegasus.
GRAIN
NEUTRAL SPIRIT:
Acolorless, odorless, and tasteless distilled
spirit made from a grainmash; it is produced by continuous distillation until
it reaches 190proof. During distillation a number of harsh congeners are
removed.
GRAND TOUR,
THE:
Anextended trip across the European continent that
served as part of theeducation of young British aristocrats. A typical tour
began in Englandand had the major cultural cities of Italy as its destination. In
itsearly years, a tour could last as long as 40 months. By the end of theGrand
Tour era, the age of the traveler had increased, and the lengthof the tour
decreased; individuals traveled more for pleasure than foran extended
educational tour. The Grand Tour era lasted from about 1500to 1820.
GRAPPA:
Brandy distilled from the pulpy residue--thegrape
pomace--of the wine press. In France,
this brandy is called Marc(Eau de Vie de Marc).
GRAY WATER:
Reused or recycled water. It isrelatively
clean wastewater, such as that produced from certain laundrycycles and effluent
from wastewater treatment systems, that can be usedto supply needs for
landscape water and other non-potable uses.
GRENADINE:
Bright red flavoring syrup blending the tastes
of pomegranate, strawberry, and raspberry.
GRIDDLE:
A cooking appliance with a one-piece polished
steel, chrome-plated, or cast-iron plate heated by burners underneath it.
GRIND
PLAYER:
A gambler who wagers a relatively small amount
of money and does not gamble regularly.
GROUP
PICK-UP :
The guestrooms that are actually rented by a
group that are help in a Group Reservation.
GROUP
RESERVATIONS:
Ablock of multiple guestrooms that are being held
under an indivual orbusiness' name at a particular hotel for a specific date or
range ofdates. Generally used for conventions, conferences,
meetings,receptions, weddings, etc.
GUEST
COMMENT CARD:
Shortquestionnaires that lodging properties
and food service establishmentsask their guests to fill out. Guest comments are
used by the propertyto define current markets and to improve the operation.
GUEST
HISTORY CARD:
A record of the guest's visits including rooms
assigned, 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:
Automatedinformation devices in public hotel areas
that enable guests to obtaininformation about in-house events and local
activities.
GUEST
LEDGER:
Atype of ledger that consists of individual
records (called folios) ofthe hotel's registered guests. The guest ledger
provides current statuson guest charges and payments; the front office is
responsible forsummarizing these transactions during the guest's stay. A guest
ledgermay also be referred to as a front office ledger, transient ledger,
orroom ledger.
GUEST MIX:
The variety and percentage distributionof
hotel guests-- individual, group, business, leisure, and so on--whostay at a
hotel or patronize a restaurant.
GUEST
PROFILE:
A listof the characteristics that a property's
guests have in common. Theguest profile helps management to identify which
market segments theproperty 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
socialfunctions--especially in a resort hotel.
GUARANTEED
RESERVATIONS :
Areservation that is guaranteed by the guest to be
paid even if theguest fails to arrive. Often this guarantee is made by a
company orwith a credit card.
GUEST
SERVICE MANAGER (GSM):
Manager of the guest services depatment.
GUEST
SERVICE REPRESENTATIVE (GSR):
Employees who provide check-in check-out,
mail, key, message, and information services for guests.
GUEST
SURVEY:
Aquestionnaire completed by guests and used by
managers to definecurrent markets and to improve the operation. Managers may
talk withguests through the survey or leave the questionnaires with them to fillout.
Questionnaires may be long, and some questions may requiredetailed answers.
GUESTROOM
CONTROL BOOK:
A book used to monitorthe number of guestrooms
committed to groups. It controls guestroombooking activity by providing the
sales office with the maximum numberof guestrooms it can sell to groups on a
given day. The remainingguestrooms (and any unsold guestrooms allotted to
groups) are availablefor individual guests.
GUESTROOM
KEY:
A key that opens a single guestroom door if it
is not double-locked.
GUESTROOM
MAINTENANCE:
Aform of preventive maintenance involving the
inspection of a number ofitems in the guestroom, minor lubrication of doors and
other equipment,repair of obvious small problems and, when needed, the
initiation of awork order for more substantial problems or needs.
HALF
BOTTLE:
A wine bottle that contains approximately 12.5
ounces (375 ml), usually adequate for two guests.
HAND CADDY:
Aportable container for storing, holding, and
transporting cleaningsupplies. Typically located on the top shelf of the room
attendant'scart.
HOBIC
(Hotel Billing Information Center):
With a HOBICsystem, long-distance calls dialed
by guests are intercepted by a localoperator who records the guest's room
number and completes the call.The cost of the call is then transmitted back to
the hotel and recordedvia a HOBIC teleprinter, usually located near the front
desk. Theappropriate charges are posted to the guest's folio, and the guest
isbilled at check-out.
HOPPING:
The addition of hops to the wort during the
brewing process.
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:
Thesequence of phases that begins with pre-sale
events, continues throughpoint-of-sale activities, and concludes with post-sale
transactions.The phases identify the physical contacts and financial exchanges
thatoccur between guests and various revenue centers within a lodgingoperation.
HOTEL
MANAGEMENT COMPANY:
A company that is hired to professionally
manage a hotel(s) for other owners.
HOTEL
REPRESENTATIVE:
Anindividual who offers hotel reservations to
wholesalers, travel agents,and the public. A hotel representative or
"rep" may be paid by thehotels he or she represents on a fee basis or
by commission. Many hotelreps also offer marketing and other services.
HOUSE
BRAND:
Beverage brand served when the guest does not
request a specific brand.
HOUSE
COMMITTEE:
Aprivate club committee made up of members
whose job it is to monitorthe maintenance and operation of the clubhouse and
its 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 guestrooms and public areas.
ICE BIN:
A container located in the underbar with
readily available ice for making drinks.
ICE
MACHINE:
An appliance that makes cubed, crushed, or flaked
ice automatically.
INCENTIVE TRAVEL:
Travel financed by a business as an employee
incentive.
INCIDENTAL
CHARGES:
Guest charges on a folio or bill for items
other than room and tax such as; food, beverage, phone, movies, etc.
INCLUSIVE
TOUR:
Atour in which specific elements--air fare,
hotels, transfers, etc.--areincluded for a flat rate. An inclusive tour rate
does not necessarilycover all costs.
INDEPENDENT
FOOD SERVICE OPERATION:
Anoperation owned by an owner or owners with
one or more propertieshaving 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.
INDIRECTLY
FIRED WATER HEATER:
A water heater in which steam enters a coil or
heat exchanger that transfers heat from the steam to the water.
INFECTION:
A foodborne disease caused by bacteria or
viruses that reproduce inside the body after being ingested.
INFRARED
OVEN:
An oven that uses infrared electromagnetic
waves to cook food quickly at very high temperatures. Also called a quartz
oven.
IN-ROOM
BEVERAGE SERVICE SYSTEM:
Acomputer-based system capable of monitoring sales
transactions anddetermining inventory replenishment quantities. Two popular
in-roombeverage service systems are non-automated honor bars
andmicroprocessor-based vending machines.
IN-ROOM
CHECK-OUT:
Acomputer-based check-out procedure that
provides guests with a way toaccess and review their folio data and approve and
settle theiraccounts in their rooms. The technology involves interfacing
theguestroom telephone, the television, and an in-room computer with
theproperty management system's guest accounting module.
IN-ROOM
GUEST CONSOLE:
Amulti-feature phone that may include such
functions as two-wayspeakerphone capability; a jack for portable computer use;
an alarmclock; radio; remote control of heating, ventilating, and
airconditioning, television, and room lights; energy management; and atheft
alarm.
IN-ROOM
MOVIE SYSTEM:
Guestroom entertainmentprovided through a
dedicated television pay channel. Charges for theuse of this in-room
entertainment are posted to the appropriate guestfolio.
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.
INTOXICATION:
(1)Although the legal definition varies from
state to state, in manystates intoxication is defined as a blood-alcohol
concentration (BAC)of .10 gram or higher of alcohol per 100 milliliters of
blood.
(2)In sanitation management, a foodborne disease
that results from theingestion of poisonous plants or animals or of
toxin-contaminatedfood.
IRISH
WHISKEY:
Distinctive whiskey of Ireland madeprincipally from
barley, both malted and unmalted, together with oats,wheat, and sometimes a
small proportion of rye.
IRONER:
A machine that uses rollers to iron linens,
giving them a crisp, finished look. Some ironers also fold and stack linens.
JACQUARD:
Sculpted terry or velvet fabric.
JAMAICA RUM:
Full-bodied rum, with a heavy rum flavor,
pungent bouquet, rich golden hue, and dark color; distilled in pot stills.
JIGGER:
Double-ended measuring devices typically made
of stainless steel. Each end of thejigger holds a different amount (for
example, three-fourths of an ounceand either an ounce or an ounce and a half).
KAPOK:
Natural plant fiber used to stuff solid
mattresses.
KCAL
(Kilocalorie):
One thousand calories; a unit of heat
measurement, or of the energy-producing value of food when eaten and digested.
KING BED:
A bed approximately 78 inches by 80 inches.
KIRSCHWASSER (Kirsch):
Fruit brandy distilled from cherries; smooth,
mellow, with the subtle fragrance of cherries.
KRAUSENING:
A method of adding carbon dioxide by putting
the brew through a second fermentation in a pressurized tank.
KROC, RAY
(1902-1984):
Founder of McDonald's. The success of
McDonald's is due in large part to Kroc'semphasis on quality, service, cleanliness,
and value.
LAGER:
Bottom-fermented brew.
LAGERING:
Aprocess of bottom fermentation during which
the yeast works slowly atthe requisite low temperatures. The slow pace results
in fewercongeners and a more mellow product. The term is derived from theGerman
Lagerbier meaning "beer to be stored." After fermentation, thebrew is
stored at cold temperatures.
LANAI:
A guestroom with a balcony or patio,
overlooking water or a garden.
LANDMARK:
Distinguishingfeature that stands out and provides
a reference point for orientation.Landmarks also provide travelers with
information about direction anddistance.
LATE
ARRIVAL:
A guest holding a reservation who plansto
arrive after the property's designated cancellation hour and sonotifies the
property.
LATE
CHARGE:
Charged purchase made by a guest that is
posted to the guest's folio after the guest has settled his or her account.
LATE
CHECK-OUT:
A guest who is being allowed to check out later
than the property's standard check-out time.
LATEX MATTRESS:
Mattress made of whipped synthetic rubber. A foam
rubber mattress is a latex mattress.
LEACHING:
The loss of cementing constituents from
concrete caused by the migration of water through cracks in the slab.
LIMITED-MENU
RESTAURANT:
Arestaurant with a small selection of food and
limited services.Limited-menu restaurants emphasize speed of preparation and
delivery,making convenience one of the main reasons for their appeal.
LIMITED
SERVICE HOTEL:
Alodging facility that offers no or very few
amenities, services orextra facilities such as restaurants, pools, meeting
rooms, etc.Generally an inn or motel is limited service.
LINEN ROOM:
Area ina hospitality operation that is often
considered the headquarters ofthe housekeeping department. This is the area
where the housekeepingemployee typically reports to work, receives room
assignments, roomstatus reports, and keys; assembles and organizes cleaning
supplies;and checks out at the end of his or her shift.
LIQUEUR:
A flavored, usually sweet alcoholic beverage
with an alcohol content higher than fortified wine, but lower than most
liquors.
LIQUOR:
Unsweetened, high-alcohol-content beverages
such as gin, vodka, rum, and the various whiskeys, including scotch.
LONG-TERM STAY/RELOCATION GUESTS:
Those individuals or families relocating to an
area who require lodging until permanent housing can be found.
LUNCHEON:
A light noonday meal.
LODGE:
Alodging facility that is generally small and
often designed in locatedin a rustic outdoors environemnt or activities such
as; fishing,skiing, boating, eco-tours.
LODGING
FACILITY:
A business that rents guestrooms 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.
LUXURY
RESTAURANT:
A restaurant that
(a) features fine dining--an exciting menu, not
necessarily French or haute cuisine; and
(b)employs well-trained, creative chefs and
skilled food servers. Luxuryrestaurants are generally small and independently
operated, with moreemployees per guest than other types of restaurants.
MALT:
Any grain that has been sprouted and then
dried to prevent further development; used in brewing and distilling.
MALT BEVERAGE:
Accordingto the U.S. government, "a beverage
containing 0.5% or more of alcohol,brewed or produced from malt, wholly or in
part, or from any substancethereof." Beers, ales, stouts, and porters are
part of the maltbeverage group.
MALT
LIQUOR:
A brew made (or that should be made)from
straight malt with no adjuncts; it has a more pronounced maltflavor, is
slightly darker than regular beer, and usually has a higheralcohol content,
ranging from 3.2% to 8% by weight.
MALT WHISKEY:
Likestraight malt whiskey except for age. When
the label says only "maltwhiskey," the whiskey may have an age of up
to two years. Straight maltwhiskey will be a minimum of two years old.
MALTOSE:
A fermentable sugar produced by conversion of the
starch of sprouting barley grains by malt enzymes, principally diastase.
MARINADE:
Aseasoned liquid, usually containing vegetable or
olive oil and an acidsuch as wine, vinegar, or fruit juice. Herbs, spices, or
vegetables areoften added for flavoring.
MASHING:
The process of grindingbarley malt into a
grist along with adjuncts and heated water, cookingthe grist, then filtering
out any grain residue to produce a clear,warm, sugary fluid called wort.
MASS
TOURISM:
Wide-scale travelby a large number of people--not
just the elite--brought about by theincrease in leisure time, discretionary
income, and reliable andinexpensive 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..
MATURING:
(1) Aging wine in the bottle; it is usually
associated with complex, full-bodied reds such as a good red Bordeaux
or Burgundy.
(2) The aging of whiskey in charred oak barrels to
develop its characteristic taste, color, and aroma.
MEGA
RESTAURANT:
A large restaurant, usually characterized by
elaborate or unusual decor, that enjoys a high level of patronage.
MENU BOARD:
Akeyboard overlay for an ECR/POS system
terminal that identifies thefunction performed by each key during a specific
meal period.
MID-PRICE/EXTENDED-STAY HOTELS:
Hotel that caters
mostly to persons who must be in an area for a week or longer.The guestrooms of
mid-price/extended-stay hotels have more living spacethan regular hotel
guestrooms, and may also have cooking facilities.Guestrooms in these hotels
tend to be less expensive than guestrooms infull-service or all-suite hotels.
MID-RANGE
SERVICE:
A modest butsufficient level of service that
appeals to the largest segment of thetraveling public. A mid-range property may
offer uniformed service,airport limousine service, and food and beverage room
service; aspecialty restaurant, coffee shop, and lounge; and special rates
forcertain guests.
MILDEW:
An odorous fungus growth that can occur on
bathroom surfaces, especially on tile grout, shower curtains, doors, and walls.
MINI-BAR:
Asmall, under-the-table unit that can be
stocked with liquor, beer, andwine, usually located within a hotel room for the
convenience of guests.
MINI-DRINK:
A drink with the appearance of a regular drink,
but about a fourth of the alcohol.
MISE EN
BOUTEILLE A LA PROPRIETE:
Literally,"bottled by the owner (of the
vineyard)." A term sometimes found on thelabel of French wines. Used by
vine growers who bottle their own wines.It also indicates the origin of the
grapes used to make the wine.
MISE EN
BOUTEILLE AU DOMAINE:
Literally,"bottled at the place (or
residence)." A term often found on the labelsof French wines. Used by vine
growers who bottle their own wines. Italso indicates the origin of the grapes
used to make the wine.
MIXER:
Anappliance used to knead, whip, emulsify,
slice, mix, beat, grind, orchop different types of solid food, solid food and
liquid(s), or two ormore different liquids. Typically, the motor is above the
bowl, withthe attachments hanging from the motor. Commonly known as a blender.
MODIFIED
AMERICAN PLAN:
A room rate that includes one or two meals usually
breakfast and dinner.
MOIST-HEAT
COOKING:
Cooking methods that require water or another
liquid.
MOTEL:
Asmaller lodging facility, generally a motel is
limited service and oneto two stories with exterior entrance rooms that guest
can drive up to.Often referred to as motor hotel.
MULTIPLE
GUEST SPLITS:
Charges that are to be divided among a group
of guests.
MUSLIN:
Cotton fabric made of carded cotton.
MUST:
The juice and often other parts of the grape
produced by crushing and pressing the grapes; the must then undergoes
fermentation.
NAPERY:
Table linens.
NATURAL
WINE:
Basically theproduct of grape fermentation without
the addition of alcohol, sugar(beyond a small amount allowed for certain wines
under specifiedconditions), or other additives except a small amount of
sulfur.Natural fermentation stops when there is no more sugar to convert
toalcohol or when the alcohol reaches 14% by volume.
NEUTRAL
SPIRIT:
Analcoholic spirit purified in the still to a
minimum of 95% of absolutealcoholic purity. At that point, the spirit is
considered to have noimportant taste and little body. Although neutral spirits
may bedistilled from many materials, they are almost always distilled
fromfermented grain mashes. Neutral spirits are used to make blendedwhiskey. In
original distillation, or redistillation, over juniperberries and other
aromatics, neutral spirits become dry gin. Filteredthrough charcoal, neutral
spirits become vodka. Neutral spirits arealso the base for many cordials and
liqueurs.
NEW ENGLAND RUM:
Full-bodiedrum produced in the United States from molasses shipped from the
WestIndies; distilled at less than 160 U.S. proof; also a straight rum.
NON-PERISHABLE
FOOD:
Foodproduct that resists spoilage unless it is
improperly handled andstored; for example, dry grocery items such as sugar,
flour, spices,and dry beans.
OCCUPANCY
REPORT:
A report prepared each nightby a front desk agent
that lists rooms occupied that night and alsolists those guests expected to
check out the following day.
OCCUPIED:
A room status term indicating that a guest is
currently registered to the room.
ON THE
ROCKS:
Term that refers to a drink served in a glass with
ice in it.
ONLINE
RESERVATION SYSTEM:
Aninternet based system used by hotels that allows
prospective hotelguests to check availability and make reservations at the
hotel.
OPTICAL
BRIGHTENER:
See Fabric Brightener.
OUT-OF-ORDER:
Aroom status term indicating that a room
cannot be assigned to a guest.A room may be out-of-order for maintenance,
refurbishing, deepcleaning, or other reasons.
OUTSIDE
AIR:
Air taken from outside the building envelope
and not previously heated or cooled by the building's mechanical systems.
BACK:
Any beverage a guest orders that is to be served
in a separate glass along with his or her drink. See Water (Soda) Back.
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.
BACKBAR:
That part of the back wall of a bar that is
used for storage--which may include refrigerated storage--and display, which
may consist of mirrors, photographs, or memorabilia. Compare Underbar.
BACKUP
DRINKS:
Two drinks purchased at one time by or for one
guest.
BANQUET:
A meal prepared
for a particular group, for which the number of guests and the menu are
predetermined. Most properties offering banquet service have special facilities
for banquet food production and service.
BANQUET
CONTRACT:
See Banquet Event Order (BEO).
BANQUET EVENT ORDER (BEO):
Also called a banquet function sheet or banquet
prospectus, the BEO acts as a contract for the client and serves as a work
order for the catering department. The form confirms final banquet
arrangements--time and place of function, menu, service notes, gratuity,
payment, and guarantee clauses.
BANQUET
MENU:
A table d'hôte menu--a set meal with few, if
any, choices. Banquet meals tend to be elaborate.
BANQUETTES:
Benches, usually upholstered, that are built
in along a wall.
BAR:
That area of a beverage operation in which drinks
are prepared and from which drinks are sold.
BAR AND BEVERAGE OPERATIONS:
A term that includes all possible combinations of
establishments serving alcoholic beverages. Typical examples are bars and
lounges.
BAR MENU:
The primary types of beverages that a beverage
operation is prepared to serve, including draft and/or bottled beers, wine,
mixed drinks, and specialty drinks. The bar menu usually includes the projected
drink preferences of the operation's target markets.
BAR PAR:
The amount established for each type of
beverage to be stored in the backbar. This amount is generally based on
expected consumption. See also Par.
BASIC
ENVIRONMENTAL SANITATION:
An approach to keeping rodents and insects out of
a food establishment, requiring all materials that serve as food or shelter for
pests to be made pest-resistant or removed from the facility and its immediate
vicinity.
BATH BLANKETS:
Extra-large bath towels. Also called bath
sheets.
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.
BEAUJOLAIS
NOUVEAU:
A Beaujolais wine that is notable for being rushed
to market within a few months of harvest; it is a fruity, refreshing wine,
popular throughout the world for the few months in which it is sold each year.
Also called Beaujolais Primeur.
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.
BEER-CLEAN GLASS:
A clean glass that is completely free of invisible
grease and detergent residue, substances that can cause beer to lose its foam
too quickly. A glass that looks clean may not be clean enough for beer.
BILLBOARD:
A large panel designed to carry outdoor
advertising.
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.
BITTERS:
A type of spirit, bitters are usually made
from roots, spices, bark, berries, fruit, or herbs steeped in or distilled with
a neutral spirit. They are used primarily as cocktail ingredients and have a
highly flavorful, aromatic, bitter taste. Well-known names among bitters are
Angostura, Abbot's, Peychaud's, and Orange.
BLANC DE
BLANCS:
Literally, "white from whites," it means
a white wine, usually Champagne,
made solely from white grapes--Chardonnay grapes, in particular.
BLANC DE
NOIR:
Literally, "white from black," it
means a white wine, usually Champagne,
made from black (or red) grapes which are fermented with the skins removed.
BLANCHING:
The process of exposing a food product to either
steam or hot water for a short time, setting the color of green vegetables and
rendering enzymes inactive. Blanching destroys some microorganisms.
BLEACH:
A chemical used in laundry operations to
remove stains, kill bacteria, and whiten fabrics. There are two kinds of
bleaches: chlorine and oxygen. Chlorine bleach can be used with any washable,
natural, colorfast fiber. Oxygen bleach is milder than chlorine bleach and is
generally safe for most washable fabrics. Oxygen bleach should never be used
with chlorine bleach as the two will neutralize each other.
BLENDED WHISKEY:
A light-bodied,
soft whiskey, mild in flavor and aroma, made as a mixture or blend of neutral
spirits and straight whiskey. By U.S. law, this whiskey must contain
a minimum of 20% by volume of 100 proof straight whiskey.
BLENDING:
(1) In wine making, the use of different grape
varieties in making one wine or (more commonly) the practice of blending
different wines (wines from different years or with different taste characteristics)
to create one brand of wine.
(2) In whiskey production, the process of mixing
different batches of new whiskey distillates together to achieve a balanced
product that is usually better than any of its parts. Blending sometimes
involves mixing different types of whiskeys, and sometimes mixing whiskeys of
the same type that differ in age or character.
BOCK:
A German beer that is darker, richer, somewhat
sweeter than regular 3.2% beer and contains more alcohol.
BODY:
(1) Referring to wines, the degree of
consistency, texture, firmness, or viscosity of a wine.
(2) Referring to spirits, an indication of the
amount of aroma and flavor a spirit possesses. Thus, a heavy-bodied whiskey is
one having full flavor and aroma while a bodied whiskey has less flavor and
aroma.
BOOKING
ENGINE:
An online system used by hotels that allows
prospective hotel guests to check availability and make reservations at the
hotel.
BOURBON:
A whiskey produced from a grain mixture
containing at least 51% corn. Although different bourbons use different grain
formulas, the usual ratio is 60% corn, 28% rye, and 12% barley malt.
BRANDY:
Any distilled spirit made from fruit or fruit
derivatives qualifies as a brandy. However, only a spirit distilled from grapes
can be called just "brandy"; if distilled from other fruit, the type
of fruit must precede the word "brandy" (as in "pear
brandy").
BREWING:
A process that consists of putting the wort in
huge brew kettles, adding hops, boiling the mixture to sterilize the wort and
extract the flavor of the hops, draining off the remaining hops, and cooling
the mixture down according to the type of brew desired.
BUFFET:
An assortment of foods offered on a table in
self-service fashion.
BUFFET
SERVICE:
Hot and cold foods attractively arranged on platters
are placed on large serving tables and guests walk up to help themselves.
Sometimes each course is placed on a separate table. Service personnel, such as
carvers, may be required to assist guests.
BUILD
METHOD:
In bartending, a method of preparing drinks in
which ingredients are poured into the glass in which the drink will be served.
See also Pousse-Café.
BUSINESS
MIX:
A hotel's desired blend of business from various
segments such as business transient, corporate group, leisure, and convention.
BUSINESS
NECESSITY:
A legal reason for choosing one employee over
another, as defined by Title VII of the Civil Rights Act of 1964. Also a
limited and narrow defense for charges of discrimination brought under the
Civil Rights Act of 1964. To succeed, the employer must show that the
discriminatory act is essential to the conduct of its business. To date, most
of the acceptable cases have involved job-related safety issues such as special
training or experience for airline pilots, bus drivers, and so on. See also
Bona Fide Occupational Qualification (BFOQ).
CABANA:
A guestroom adjacent to the pool area, with or
without sleeping facilities.
CAFETERIA:
A food service operation in which guests pass
through serving lines and help themselves to food items or receive food items
from service staff.
CALL
ACCOUNTING SYSTEM:
A system that is part of the telephone
equipment that prices telphone calls made by hotel guests and sends the
information to the property management system (PMS) for billing.
CALL BRAND:
In beverage operations, a specific brand that
guests request by name when they place an order. For instance, guests may
request a "Beefeater martini" rather than simply "a
martini." Compare Well Brand.
CALL DRINK:
A drink made from a call brand.
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.
CANADIAN
WHISKY:
Distinctive whisky of Canada, characteristically light,
mild, and delicate. It is distilled from mashes of corn, rye, and malted
barley, much like those used by American distillers, and is usually aged in
used or re-charred white-oak barrels. Most Canadian whiskies are blended
whiskies, combining heavy- and light-bodied whiskies.
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 a
reservation, 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 guestroom door. Card keys require electronic
locks.
CART
SERVICE:
A variation of table service used by servers
for preparing menu items beside the guest's table in the dining room. Menu
items are cooked, and sometimes flambéed, in front of the guest.
CASH BAR:
(1) A beverage setup at a special function (such
as a banquet) where each guest pays for each drink as it is ordered.
(2) A private room bar setup where guests pay for
drinks individually; also known as a "C.O.D. bar" or "à la carte
bar."
CASINO
HOTEL:
A hotel that features legal gambling, with the
hotel operation subordinate to the gambling operation.
CATERING
MANAGER:
A hotel manager who promotes and sells a hotel's
banquet facilities and uses his or her expertise to plan, organize, and execute
hotel banquets.
CENTER CITY
HOTEL:
Full-service hotel located in a downtown area.
CENTRAL
HEATING SYSTEM:
A system in which heat is supplied to areas of
a building from a central unit through a network of ducts or pipes.
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.
CENTRAL RESERVATION SYSTEM:
An external
reservation network. See also Affiliate Reservation System and Non-Affiliate
Reservation System.
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.
CHAIN
RESTAURANT:
A restaurant that is part of a multi-unit
organization. Chain restaurants often share the same menu, purchase supplies
and equipment cooperatively, and follow operating procedures that have been
standardized for every restaurant in the chain.
CHAINING RECIPES:
Including sub-recipes as ingredients for a
particular standard recipe. A particular menu item that includes a number of
sub-recipes can thus be maintained as a single record in the food service
computer system.
CHAMPAGNE
METHOD:
The traditional method of making champagne (French
méthode champenoise) in which the second fermentation takes place in the bottle
in which the champagne is sold. It is a laborious and exacting process, which
accounts for the high price of the best champagne.
CHAPTALIZATION:
Adding sugar to the must before fermentation,
a process often necessary when weather conditions prevent grapes from ripening
fully and developing enough natural sugar to convert into the amount of alcohol
prescribed (often by law) for certain wines.
CHARBROILER:
A kitchen
appliance with a bed that radiates heat produced by burners just below the bed;
a grate above the bed holds the food. It gives food an appearance and a flavor
similar to that achieved with a charcoal fire.
CHARMAT
(Bulk) PROCESS:
A much less expensive process than the traditional
method of making champagne and other sparkling wines. The second fermentation
takes place in a vat and the wine is later filtered and bottled under pressure.
CHARTER:
To hire the exclusive use of any aircraft,
vessel, or other vehicle.
CHECK-IN:
The procedures for a guest's arrival and
registration.
CHECK-OUT:
(1) 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.
CHEF DE
PARTIE:
The chef in charge of a particular food
production area in the kitchen.
CHEF DU
RANG:
In French service, the employee responsible for
taking orders, serving drinks, preparing food at the table, and collecting sales
income. If there is no sommelier or wine steward, the chef du rang may serve
wine.
CHILDREN'S MENU:
A menu for children featuring simple, nutritious
food served in small portions. Children's menus are usually designed to
entertain the child; they may fold into hats or masks, be shaped like animals,
or have word games, stories, or mazes printed on them.
CHINA, GLASSWARE,
SILVER, AND LINEN:
A property, plant, and equipment asset account
unique to hospitality firms.
CLASS A
FIRES:
The burning of ordinary combustibles such as
wood, paper, and cloth; can be extinguished by the cooling action of
water-based or general purpose chemicals.
CLASS B
FIRES:
Fires involving flammable liquids such as
grease, gasoline, paints, and other oils; can be extinguished by eliminating
the air supply and smothering the fire, not by using water.
CLASS C
FIRES:
Electrical fires, usually involving motors,
switches, and wiring; can be extinguished with chemicals that do not conduct
electricity, never with water.
CLUB
MANAGER:
The hired professional responsible for guiding all
of the elements of a private club's operation.
COFFEE
MAKER:
An automatic or semi-automatic machine that makes
coffee and dispenses it into a coffee pot or into individual cups.
COGNAC:
Superb brandy of France, with great aroma and the
bouquet of grapes. It is produced in a legally delineated 150,000-acre area
surrounding the ancient city of Cognac in the
departments of Charente and Charente-Maritime in the southwest region of France. Under
French law, only brandy distilled from wine made from grapes grown within this
district may be called Cognac.
COMMERCIAL
AGENCY:
A travel agency that specializes in commercial
business and usually has little or no walk-in clientele.
COMMERCIAL
FOOD SERVICE OPERATION:
An operation that sells food and beverages for
profit. Independent, chain, and franchise properties are all commercial food
service operations.
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.
COMMIS DU
RANG:
In French service, the employee who assists
the chef du rang. He or she may take food orders to the kitchen, pick up the
food when it is ready, and take it to the cart at tableside for further
preparation. A commis du rang may also deliver drink orders and serve food to
guests.
COMMISSARY:
(1) A central food production area from which
food is transported to individual outlets for final preparation and service.
(2) A centralized servicing area for mobile food
service units.
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
whenever 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:
(1) A pre-arranged travel program, usually for
a group, that includes escort service.
(2) 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
may be either guaranteed or non-guaranteed.
CONGENER:
A substance other than alcohol or water (for
example, acids, glycerine, phenolics, butyl alcohol, propyl alcohol, fusel oil,
aldehydes, and esters) which is found in wine and new spirit distillates.
Congeners provide flavor and aroma and may be desirable or undesirable.
CONNECTING
ROOMS:
Two or more guestrooms with private connecting
doors permitting 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.
CORN
WHISKEY:
Like straight corn whiskey, except for age.
When the label says only "corn whiskey" without the word
"straight," the whiskey may have any age up to two years. Straight
corn whiskey will be a minimum of two years old.
CORPORATE
HOTEL CHAIN:
Hotel organization that has its own brand or
brands, which may be managed by the corporate chain or by a conglomerate.
CREAM ALE:
A brew which is created by mixing ale with
lagered beer, resulting in a smoother, "creamier" taste and texture.
CROUPIER:
A casino employee who collects and pays bets and
conducts games at gaming tables. Also called a dealer.
CRS:
See Central Reservation System or Computer
Reservation System (CRS).
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.
CUISINE:
A particular style or manner of preparing or
cooking food.
CURTAINS:
Window coverings made from lightweight
material that allows light to filter through. Compare Draperies.
CUVÉE:
A blend of wines, sometimes from many
different vintners or different years, which is then re-fermented to make Champagne.
DAILY MEAN
TEMPERATURE:
The average of the maximum and minimum
temperatures of a 24-hour day.
DAIS:
At a banquet, a raised platform on which the
head table is placed.
DAMPER:
A device used to vary the volume of air
passing through an air outlet, inlet, or duct.
DARK BEER:
Beer that is similar in color to bock but not
as sweet; it has a rich, creamy taste. Like bock, dark beer gets its color and
pronounced flavor from malt sprouts roasted at high temperatures.
DAY RATE:
A special room rate for less than an overnight
stay.
DECANTER:
A glass container into which wine is carefully
poured in order to separate the wine from any sediment that may have settled at
the bottom of the wine bottle.
DECANTING:
The process of gently and carefully pouring
the wine from the bottle into another container (a decanter), leaving the
sediment behind in the bottle. The wine is then served from the decanter.
DEEP-FAT
FRYER:
An appliance in which foods are cooked by
immersing them in heated fat. Often referred to simply as a deep fryer.
DEGREE-DAY,
COOLING:
A measure of the need for air conditioning
based upon outdoor temperatures. Cooling degree-days are calculated as follows:
daily mean temperature - 65°F (18.3°C) = cooling degree-days for that day.
DEGREE-DAY,
HEATING:
A measure of the need for heating based upon
outdoor temperatures. Heating degree-days are calculated as follows: 65°F
(18.3°C) - daily mean temperature = heating degree-days for that day.
DESIGN
THEME:
A theme established to ensure overall
consistency in the design of interior decor.
DESSERT
MENU:
A separate menu designed to remind guests of
the dessert items listed on the regular menu. It may also list desserts not
shown on the regular menu and include dessert specials as well. Upscale
restaurants may include after-dinner wines, cordials, brandies, and liqueurs on
the dessert menu.
DESSERT
WINE:
A wine that is meant to be served after dinner
with a dessert or as a dessert; dessert wines are often fortified. See also
Fortified Wine.
DEUTSCHER SEKT:
An effervescent
German wine resembling Champagne.
By regulation, it must be made from German grapes.
DEVELOPER
CLUB:
See Corporate Club.
DEVELOPER-OWNER:
Owner of a managed hotel who either developed and
retained the property or purchased an existing hotel.
DINNER
COST:
The standard food cost for items combined to form
dinners or other meals that are priced and sold as one menu selection.
DIRECT
FLIGHT:
A journey on which the passenger does not have to
change planes. Not necessarily non-stop.
DIRECT
IMPACT:
The first-round effect of tourist spending.
DIRECTOR OF
SALES (DOS):
The manager of a hotel sales department.
DISHWASHING
MACHINE:
An appliance that washes and rinses dishes
automatically.
DISTILLER'S
BEER:
The liquid distilled for spirits. See also
Wort.
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 guestroom. A doorknob menu lists a limited number of breakfast
items and times of the day that the meal can be served. Guests select what they
want to eat and the time they want the food delivered, 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.
DOOR-TYPE
DISHWASHER:
A dishwashing machine in which a rack or racks
of dishes remain stationary while heated wash and rinse water is sprayed from
nozzles above and below the dishes. Also called a single-tank or
stationary-rack dishwasher.
DOSAGE, LE:
In the traditional Champagne method, the final
step which adds wine, sugar, and, in some cases, brandy to the Champagne.
DOUBLE:
(1) A guestroom assigned to two people.
(2) 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 guestroom 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.
DRAPERIES:
Unlike curtains, draperies are made of heavier
material and are designed to keep light out. Draperies are better than curtains
in absorbing sound and keeping heat from escaping through windows.
DRINK
INCENTIVE:
A sales promotion, such as two drinks for the
price of one or half-priced drinks, offered during so-called happy hours.
DRINK RAIL:
A type of counter, usually placed against a wall,
where guests can either sit on high stools or stand while drinking; often found
in airport lounges.
DRINK SIZE:
The amount of alcohol, in fluid ounces, that is
poured into each drink. It is not the size of the completed drink.
DRY-HOPPED:
A brewing process in which the hops are soaked in
the brew without boiling in order to extract a lighter, less bitter flavor.
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 an early check-in time or has requested his or her room to be cleaned
as soon as possible.
ECOTOURISM:
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.
EISWEIN:
Literally, "ice wine," a rare German
wine which can be made only when very ripe grapes are not harvested until late
November; the grapes are allowed to freeze on the vine, then quickly harvested,
rushed frozen to the presses, and pressed while frozen.
ESCOFFIER,
GEORGES-AUGUSTE (1847-1935):
Chef who is considered the father of
twentieth-century cookery. His two main contributions were (a) the
simplification of classical cuisine and the classical menu, and (b) the
reorganization of the kitchen.
ESCORT:
A person, usually employed by a tour operator,
who accompanies a tour 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.
ETHNIC
MENU:
Menu featuring the cuisine of a particular nation
or ethnic group, such as Chinese, Mexican, or Italian.
ETHNIC
RESTAURANT:
A restaurant featuring the cuisine of a particular
nation or ethnic group, such as Chinese, Mexican, or Italian.
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.
EXECUTIVE
HOUSEKEEPER:
The person in charge of a housekeeping
department in a lodging property. The executive housekeeper is a member of the
management team.
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.
EXPEDITER:
A staff member who acts as a communication
link between kitchen personnel and servers. Servers give their orders to the
expediter, who calls the orders to the appropriate kitchen stations. The
expediter must know cooking times, coordinate them to sequentially deliver
cooked foods for pickup, and provide leadership during hectic rush periods.
FACE:
(1) The pile of a
carpet.
(2) The nap of a towel.
FACE FIBERS:
Yarn forming the pile of a carpet.
OVERBOOKING:
Accepting
reservations that exceed available rooms.
OVERPOURING:
Putting in more alcohol than is called for in
the standard recipe.
OVERSTAY:
A guest who remains at the property after his or
her stated departure date.
PACKAGE:
Aspecial offering of products and services
created by a hotel toincrease sales. There are weekend packages, honeymoon
packages, sportspackages, and so on. A typical package might, for a special
price,include the guestroom, meals, and the use of the property'srecreational
facilities.
PACKAGE
TOUR:
A tour put together by atour packager or
operator. Travelers who buy the package make the tripsby themselves rather than
with a large group. The package offers, at aninclusive price, several travel
elements which a traveler wouldotherwise purchase separately--any combination
of lodging;sight-seeing; attractions; meals; entertainment; car rental;
andtransportation by air, motorcoach, rail, or even private vehicle. Apackage
tour may include more than one destination.
PACKAGED
TERMINAL AIR CONDITIONING UNIT (PTAC):
Anessentially self-contained air conditioning
unit, generally through thewall, in which a fuel provides heat and a
refrigeration cycle providescooling.
PAID
OCCUPANCY PERCENTAGE:
A ratio that indicatesmanagement's success in
selling its product; calculated by dividingnumber of rooms sold by the number
of available rooms.
PENINSULA BOOTH:
A setup in which
two exhibit areas are placed back to back with aisles on three sides.
PERISHABLE
FOOD:
Foodproduct that spoils readily without
special processing or preservationtechniques. Perishable foods include most
products used daily in a foodservice facility: meats, poultry, fish, shellfish,
eggs, dairyproducts, and most fruits and vegetables.
PILSNER:
A light, rich,and mellow lager with a dry,
crisp, hoppy flavor and a light color; itis made from hops grown in the area
around Pilsen, Czechoslovakia.
PLATE
SERVICE:
Avariation of table service; basic service
style in which fully cookedmenu items are individually portioned, plated (put
on plates) in thekitchen, and carried to each guest directly.
PLATTER
SERVICE:
Atable service style in which servers carry
platters of fully cookedfood to the dining room, present them to the guest for
approval, andthen serve the food.
POINT OF
SALE SYSTEM (POS):
A computerizedsystem that reatil outlets such
as restaurants, gift shops, etc, enterorders and maintains various accounting
information. The POS generallyinterfaces with the property management system
(PMS).
PORT:
(1) In beverage operations, the famous
fortified sweet wine from Portugal.
(2) In computer technology, a plug on a computer
hardware device that accommodates a cable coming from another hardware device.
(3) In housekeeping, an opening into a washing
machine through which detergent can be poured. Also called a hopper.
PORTE
COCHERE:
A canopy designed to protect hotel guests from
inclement weather and provide greater visibility to the main entrance.
PORTER:
Amalt beverage
named for the English porters (servers) who first servedit; it is dark brown
from the heavily roasted malt used to make it.
PORTION:
A standard quantity of food or beverage served for
one person.
PORTION COST:
Thestandard food cost for an item that is sold as
a single menu selection.The portion cost indicates the cost incurred by
preparing one portionof the menu item according to its standard recipe.
POTABILITY:
Suitability for drinking.
POTABLE
WATER:
Water that is suitable for drinking.
POUSSE-CAFE:
A drink built by very carefully floating one
layer of liqueur on top of another.
PRE-MIX:
Inbeverage operations, a commercially prepared
mix available forcocktails; a Bloody Mary mix, for instance, with all the
tomato juiceand various spices mixed proportionally, needing only the addition
ofvodka.
PROPERTY
MANAGEMENT SYSTEM (PMS):
A computerized frontdesk system that manages
hotel room inventory, guest billing andinterfaces with various other systems
such as telephone, callaccounting, point of sale (POS), entertainment, etc.
PUBLIC BAR:
A bar where
bartenders prepare alcoholic beverages for service to guests by others or by
the bartenders themselves.
PUZZLE:
In menu management, an unpopular menu item
with a high contribution margin.
QUAD:
A guestroom assigned to four people; may have
two or more beds.
QUALITY
GROUP:
The group of travelers for whom the quality of
their vacation is ofparamount importance. They want and are willing to pay for
first-class accommodations and service.
QUEEN:
A bed approximately 60 inches by 80 inches.
RACK OVEN:
A convection oven into which employees can
roll special racks filled with trays of food. Also called a roll-in oven.
RACK RATE:
The current rate charged for each
accommodation as established by the property's management.
RACKING:
Inwine production, the process of separating
wine from the sediment(lees) at the bottom of a cask by pouring it into another
container,leaving the lees behind.
RANGE:
A food service appliance with aflat cooking
surface for frying, grilling, sautéing, etc. Two basictypes of ranges are
solid-top and open-top.
RANGE OVEN:
A small conventional oven located beneath a range,
used for roasting and baking or as a food warmer.
REFRESHMENT
BREAK:
A period between conference or work sessions
during which coffee or other refreshments are served.
REFRIGERATOR:
A chilled reach-in or walk-in storage unit
used to maintain the quality of food.
REGIONAL
GETAWAY GUESTS:
Guests who check into a hotel close to home in
order to enjoy a weekend away from children or other responsibilities.
RESERVATIONS
:
A guestroom that being held under an indivual
or business' name at a particular hotel for a specific date or range of dates.
RESERVATIONS
AGENT:
Anemployee, either in the front office or in a
separate department, whois responsible for all aspects of reservations processing.
RESERVATIONS
DEPARTMENT:
Adepartment within a hotel's rooms division
staffed by skilledtelemarketing personnel who take reservations over the phone,
answerquestions about facilities, quote prices and available dates, and sellto
callers who are shopping around.
RESIDENT
MANAGER:
The managerin charge of the rooms division in
a mid-size to large hotel. Sometimesresident managers are also in charge of
security.
RESORT
HOTEL:
A hotel, usually located in a desirable
vacation spot, that offers finedining, exceptional service, activities
unavailable at most otherproperties, and many amenities.
RETAIL
TRAVEL AGENT:
An individual qualified to arrange and sell
transportation and other travel services and products directly to the public.
RevPAR:
Astatistic used in the hotel industry used to
measure revenue peravailable room. Total hotel room revenue divided by the
total roomsavailable to rent for a day or range of dates.
ROOM
ATTENDANT'S CART:
Alightweight, wheeled vehicle used by room
attendants for transportingcleaning supplies, linen, and equipment needed to
fulfill a block ofcleaning assignments.
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 guestroom.
ROOM
INSPECTION:
A detailed process in which guestrooms are
systematically checked for cleanliness and maintenance needs.
ROOM NIGHT:
One guestroom
occupied for one night.
ROOM OCCUPANCY
SENSOR:
Adevice that uses infrared light or ultrasonic
sound waves to sense thephysical occupancy of a room. Sensors have the ability
to turn ondevices and appliances such as lights, air conditioning, and
heatingwhenever a guest enters a space, and to turn these devices andappliances
off when the guest leaves.
ROOM RACK:
A card indexsystem that is constantly updated
to reflect occupied and vacant rooms.In the evening, the room rack contains
forms for only those registeredguests remaining for the night who are to be
charged for rooms. A dailyroom report can be prepared from the room rack.
ROOM RATE:
The price a hotel charges for overnight
accommodation. See also Rack Rate.
ROOM
SERVICE:
Thedepartment within a food and beverage division
that is responsible fordelivering food or beverages to guests in their
guestrooms. May also beresponsible for preparing the food and beverages.
ROOM
SERVICE MENU:
Amenu offered by lodging properties that serve
food to guests in theguestroom, suite, cabin, etc. Room service menus usually
offer alimited number of items because it is difficult to maintain foodquality
while transporting the food to the guest.
ROOM
STATUS:
Informationabout current and future
availability of guestrooms in a lodgingproperty. Current availability is
determined through housekeeping data.Future availability is determined through
reservations data.Information about availability data which extends several
days into thefuture is important because it may affect the length of stay
ofin-house guests.
ROOM STATUS
DISCREPANCY:
A situation in whichthe housekeeping department's
description of a room's status differsfrom the room status information that
guides the front desk employee inassigning rooms to guests. Discrepancies can
seriously affect aproperty's ability to satisfy guests and maximize rooms
revenue.
ROOMING
LIST:
A list of the guests who will occupy reserved
accommodations. This list is submitted in advance by the buyer.
ROOMS
ACTIVITY FORECAST:
Informationon anticipated arrivals, departures,
stay-overs, and vacancies.Managers use this forecast to determine staffing
needs at the frontdesk and in housekeeping areas.
ROOMS
ALLOTMENT REPORT:
A report that summarizes rooms committed (booked
or blocked), by future date.
ROOMS
AVAILABILITY REPORT:
A report that lists, by room type, the number
of available rooms each day (net remaining rooms in each category).
ROOMS CHECKLIST:
Alist, used for
guestroom (preventive) maintenance, of all the items inthe guestroom with a
brief notation opposite each item of the type ofinspection, repair,
lubrication, adjustments, or cleaning activity tobe performed.
ROOMS
DISCREPANCY REPORT:
A report that notes anyvariances between front
desk and housekeeping room status updates. Itoften alerts management to
investigate the possibility of sleepers. SeeSleeper.
ROOMS
DIVISION:
The largest, and usually mostprofitable, division
in a hotel. It typically consists of fourdepartments: front office,
reservations, housekeeping, and uniformedservice.
ROOMS
HISTORY REPORT:
A computer-based report thatdepicts the
revenue history and use of each room by room type. Thisreport is especially
useful to those properties employing an automaticroom assignment function.
ROOMS
MANAGEMENT MODULE:
A front officeapplication of a computer-based
property management system. The module(a) maintains up-to-date information on
the status of rooms, (b)assists in the assignment of rooms during registration,
and (c) helpscoordinate various guest services.
ROOMS
PRODUCTIVITY REPORT:
A report that ranks room types by percentage
of occupancy and/or by percentage of total rooms revenue.
ROOMS
STATUS REPORT:
Areport that indicates the current status of
rooms according tohousekeeping designations, such as: on-makeup, on-change,
out-of-order,clean, and ready for inspection.
ROP COLOR:
In newspaperadvertising, color used in regular
sections of the paper and printed onstandard newsprint. See also Run-of-Paper
(ROP).
ROTARY
OVEN:
A mechanical oven with circular shelves that
move trays of food in a circle around a central axis within the heat chamber.
ROTISSERIE
BROILER:
A cooking appliance that holds the food being
broiled on a spit that rotates, exposing all sides to the broiler's burners.
RUM:
Afamily of liquors distilled from the
fermented juice of sugar cane ormolasses. Rum is produced in virtually all of
the varioussugar-producing countries and in New England (from West
Indiesmolasses). Differences in rums are a result of differences
in theclimate and the soil in which the sugar cane grows, and in the
methodsused in distillation.
RYE WHISKEY:
A whiskey produced from a grain mixture containing
at least 51% rye.
RYOKAN:
Traditional Japanese lodging facilities featuring
tatami mat floors and Japanese landscaped gardens.
SATIN
WEAVE:
Type of weave in which warp threads interlace
with filling threads to produce a smooth-faced fabric.
SCIENCE
TOURISM:
Asubgroup of ecotourism in which laypersons travel
with scientists andstudents to help with scientific work at various sites
throughout theworld. Science tourists often work very hard (even though they
arepaying for the vacation) and make a contribution to a body ofscientific
knowledge.
SCOTCH:
A distinctive spirit fromScotland with at
least 80 proof alcohol content, manufactured incompliance with British laws; it
is sold (and must be labeled) aseither "blended" or "single
malt."
SEMI-PERISHABLE
FOOD:
Food product that has a longer shelf life than
perishable foods, but shouldbe stored under recommended time-temperature
combinations; includesnuts, apples, potatoes, and waxed vegetables such as
cucumbers.
SERVICE
BAR:
Arelatively small bar where service bartenders
prepare alcoholicbeverages for servers to present to guests. Guests typically
do notorder or pick up their own beverages at service bars.
SERVICE
CHARGE:
Apercentage of the bill (usually 10% to 20%)
added to the guest chargefor distribution to service employees in lieu of
direct tipping.
SERVICE
STATION:
A small work island located in a dining room.
SERVING:
The control point in which finished menu items
are transferred from the production department to guests.
SHIFT
MANAGER:
The manager in charge of a casino during a period
of time, usually a six- to eight-hour shift.
SIDE-BY-SIDE
SUITE:
A suite that consists of two small bays, each with
windows to the outside.
SIDESTAND:
A service stand that holds supplies of
tableware, ice, condiments, dairy products, and some beverages for easy access.
SIDEWORK:
Setupand cleanup work that must be done before
and after dining rooms areopened. Examples include restocking server supply
stations, fillingsalt and pepper shakers, etc.
SIGNIFICANCE
CRITERIA:
Criteria used to determine which variances are
significant. Generally expressed in both dollar and percentage differences.
SILENCE
CLOTH:
Oilcloth or other padded material placed under the
tablecloth to absorb noise.
SIMPLE
SYRUP:
A syrup made simply from sugar and water; used in
cold drinks instead of granulated sugar, which takes too long to dissolve.
SINGLE BED:
A bed approximately 36 inches by 75 inches.
SKIPPER:
A guest who leaves without paying.
SLEEPER:
Avacant room that is believed to be occupied
because the room rack slipor registration card was not removed from the rack
when the previousguest departed.
SLICER:
An appliance that has a spinning diskwith a
knife-sharp edge for cutting food; the food is placed in a traywhich slides
back and forth, pushing the food against the disk'sspinning edge.
SLIVOVITZ:
Fruity brandy, distilled from plums. Soft,
pleasant, with mellow plum fragrance.
SLOE GIN:
Richred liqueur with delicate bouquet and
tangy fruity flavor resemblingwild cherries. Generally made from a blend of
sloe berries, from whichit derives its primary flavor, and other fruit flavors.
SOLID
MATTRESS:
A mattress stuffed with hair, cotton, or some
other material.
SOUR MASH:
Termoften used in connection with straight
whiskey. Sour mash identifies aproduction process, distinguished from the
"sweet mash" technique ofdistillation. The name has nothing to do
with the taste of thewhiskey--sour mash whiskeys are rich and mellow.
SOUS CHEF:
An assistant chef or cook.
SPA:
Amineral spring, or a locality or resort hotel
near such a spring, towhich people resorted for cures (from Spa, a watering
place in easternBelgium). Today, the word spa is used more loosely to refer to
anyfashionable resort locality or hotel.
SPECIALTY
MENU:
A menuthat differs from the typical breakfast,
lunch, or dinner menu.Specialty menus are usually designed for holidays and
other specialevents or for specific guest groups. Children's, beverage,
dessert, andbanquet menus are examples.
SPECIALTY
RESTAURANT:
A theme restaurant that features certain types of
food.
SPIRIT:
Anyalcoholic beverage containing a significant
amount of distilledethanol; spirits are classified according to either their
alcoholicsource or their processing method.
SPLIT:
A wine bottle that contains about six ounces (187
ml), an amount suitable for serving one person.
SPLIT
SERVICE:
Afood service method in which servers deliver
courses separately. Splitservice helps maintain food quality and safety because
each course canbe portioned and served when it is ready, eliminating
short-termholding in the kitchen.
SPUMANTE:
The Italian word for sparkling wine.
STAYOVER:
A room status term indicating that the guest
is not checking out and will remain at least one more night.
STEAM BEER:
Amalt beverage brewed predominantly from malt
with very little adjunct,originally made in San Francisco; it is top-fermented and
receives asecond fermentation which produces a creamy foam and high
carbondioxide content.
STEAM
COOKER:
An appliance, such as asteam-jacketed kettle
or compartment steamer, that cooks food by thedirect or indirect application of
steam, resulting in a minimum ofmoisture and nutrient loss. Also called
steam-cooking equipment.
STEAM
TUNNEL:
Laundryequipment that moves articles on
hangers through a tunnel where thearticles are steamed and dewrinkled as they
are moved through.
STEAM-JACKETED
KETTLE:
Asteam cooker in which steam does not come
into direct contact withfood; instead, the steam is jacketed or trapped within
the kettles'walls.
STERILE
FILTRATION:
A process in which the fermentationof wine and
beer is stopped and the product is passed through filtersfine enough to remove
yeasts, bacteria, and other microorganisms. Nofurther fermentation can occur
because all organisms that might causeit have been removed.
STERILIZATION:
A process that destroysvirtually all
microorganisms and their spores. Heating forsterilization usually takes place
in a large container which ispressurized according to the food product, its
ability to withstandheat, and packaging.
STILL:
An apparatus in which distillationtakes place.
There are two basic types of stills: (a) the old-fashionedpot still, which
generally yields no more than 140 proof alcohol; and(b) the column or
continuous still, which can be used almostcontinuously day and night and which
can easily produce 190 proofalcohol in large volumes.
STIR METHOD:
A method of mixing cocktails that consists of
stirring with a bar spoon for a proper mixture.
STOUT:
Similarto porter but more
"stout"--that is, higher in alcohol content thanporter; it is
top-fermented and has a dark color, acquired from roastedunmalted barley. See
Porter.
STRAIGHT
UP:
Any drink served without ice. See also Neat.
STRAIGHT
WHISKEY:
Analcoholic distillate of a fermented mash of
grain, identified bycharacteristic taste, body, and aroma, and bottled exactly
as it comesfrom the barrel in which it has matured, except for the addition
ofpure water to reduce the proof to bottle proof. By U.S. law, straightwhiskey is aged a
minimum of two years in new charred oak barrels. Thedistiller may call this
product straight whiskey without a grain tag,or may use the grain tag (such as
straight bourbon whiskey or straightrye whiskey) when 51% or more of the grain
from which the whiskey isfermented consists of that grain. Straight corn
whiskey, an exception,is made from a mash containing at least 80% corn.
STUDIO:
A guestroom having one or two couches that
convert into beds.
SUBBASE:
Inparking lot construction, a layer of sand,
gravel, crushed stone, orother granular material that is sometimes placed
between a preparedsubgrade and the surface course.
SUB-RECIPE:
Recipes that are included as ingredients within a
standard recipe record.
SUBURBAN
HOTEL:
Ahotel that is somewhat smaller than a downtown
hotel (typically 250 to500 rooms), is usually part of a chain, and has
restaurants, bars, andother amenities found at downtown hotels.
SUITE:
(1) A guestroom 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.
TABLE
D'HOTE:
A full-course meal with limited choice at a
fixed price.
TABLE
D'HOTE MENU:
A menu that offers a complete meal for one price.
Sometimes two or morecomplete meals are offered on the menu, each with its own
price. Mealson table d'hôte menus are set by the menu planner and guests are
givenfew, if any, choices.
TABLE
LECTERN:
A raised reading desk that holds the speaker's
papers and that rests on a table. Sometimes mistakenly called a table podium.
TABLE
SERVICE:
Atype of service in which guests are seated at
a table and waited on byfood servers. Four basic styles of table service are
American, English,French, and Russian.
TABLE
SKIRT:
A piece of linen that covers the sides of the
table.
TABLE TOP
DISPLAY:
A portable display that can be placed on top
of a table.
THIRD PARTY
BOOKING ENGINE:
Aninternet site that provides a booking engine
where a traveler cansearch a large number of lodging facilities for
availability andreserve a room. The lodging facilities are not affiliated with
the siteand pays a fee for the business that the third party site generates.Examples
of third party sites include; hotels.com, priceline.com.
TEQUILA:
Adistinctive Mexican liquor distilled from the
fermented juice of theblue variety of the agave plant; its fermentation and
distillationprocess is complex and strictly controlled by the Mexican
government.
THEME
PARTY:
An event at which food, entertainment, and
decorations all relate to a central theme.
THEME
RESTAURANT:
A restaurant distinguished by its combination of
decor, atmosphere, and menu, all of which relate to a particular theme.
TOKAJI
ASZU:
A famous sweet wine from Hungary. It is a blend of wines
made from grapes infected by the noble rot.
TOUR:
Any pre-arranged (but not necessarily prepaid)
journey to one or more places and back to the point of origin.
TOUR
BROKER:
Anindividual licensed and bonded by the
Interstate Commerce Commission tooperate motorcoach tours in the United States and, in some cases,Canada,
as permitted by the scope of his or her license. Also known asa motorcoach
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:
Thelong-term process of preparing for the
arrival of tourists; entailsplanning, 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 guestroom floor configuration in which rooms
are grouped around a central vertical core.
TRANSIENT
HOTEL:
Lodging operation that caters primarily to
business people; transient hotels tend to be busiest Monday through Thursday.
TRAVEL
CLUB:
Atype of travel agency that charges an annual
fee to its members and inreturn offers packaged vacations to members at reduced
prices.
TREMONT
HOUSE:
A170-room Boston
hotel that opened in 1829. It was the first hotel tohave bellpersons, front
desk agents, locks on guestroom doors, and freesoap for guests. It is
considered the first modern American hotel.
TWIN:
A guestroom with two twin beds.
TWIN BED:
A bed approximately 39 inches by 75 inches.
TWIST:
Astrip of lemon peel twisted over a drink to
flavor it with lemon oil(often followed by dropping the twisted peel into the
drink).
UNDERBAR:
Theprimary working space for the bartender; it is
that area of the barthat is in front of the bartender as he or she faces the
guests and, asthe name would indicate, mostly (but not entirely) below the
level ofthe bar itself.
UNDERSTAY:
A guest who checks out before his or her
stated departure date.
UNINTERRUPTIBLE
POWER SUPPLY:
Adevice equipped with a battery pack that is
placed on the computer'spower line so that any fluctuation in the power coming
to the computerwill trigger the battery pack to compensate for any energy
deficienciesand provide the computer with a continuously stable energy source.
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.
VARIETAL
WINE:
A wine produced from a single variety of
grape.
VEGETABLE:
Any plant grown for an edible part other than
the ovary, which is classified as fruit.
VEGETABLE
FRUIT:
A vegetable (such as the tomato) technically
classified as a fruit because it contains the ovary of the plant.
VENTILATION:
The process of supplying air to or removing
air from an interior space.
VERTICAL CUTTER/MIXER:
Anappliance that
chops, cuts, mixes, blends, stirs, grates, kneads,purees, and emulsifies food.
Its blade is attached directly to theinside bottom of the mixing bowl.
VILLAGE
STAY:
An alternativeform of tourism in which the
tourist can experience life in a ruralplace--fishing village, farm, historic
village, etc.--by staying in thehome of a resident, in a dormitory, or in some
other type ofaccommodation.
VIN
MOUSSEUX:
Literally, "foamy wine," the name
used for sparkling wines made in France
outside of the Champagne district.
VINTAGE
YEAR:
The year in which the grapes for a wine were
grown.
VITIS
LABRUSCA:
A variety of grape vine, native to North America, that thrives in colder areas and is
resistant to phylloxera.
VITREOUS CHINA:
Common material from which toilets are made.
VODKA:
Aclear, colorless, flavorless spirit made by
passing highly refinedneutral spirits through charcoal, by redistillation, or
by othergovernment-approved processes.
WALK-IN
GUEST:
A guest who arrives at a hotel without a
reservation.
WALK-IN
REFRIGERATOR/FREEZER:
A large refrigerator or freezer used in
high-volume kitchens for storage of perishable items.
WALKING A
GUEST:
A situation in which a hotel is unable to
honor a guest's reservation and helps the guest find accommodation elsewhere.
WATERPARK
HOTEL:
A hotel that offers a large recreational water
elements such large pools, multiple pools, slides or other water related
venues.
WEDGE:
In food and beverage operations, a section of
fruit, usually lime or lemon, used for garnish.
WELL DRINK:
Adrink made from an inexpensive house brand of
liquor, usually kept in a"well" below the bar where customers cannot
see the labels.
WHISKEY
(Whisky):
Thegeneric term for a family of spirits made from
grains. Scotch, Irish,American (bourbon), and Canadian whiskey are among the
foremostexamples. Each type of whiskey will have unique
characteristicsaccording to the grain used, fermentation process, distillation,
andprocessing after distillation.
WINE:
The fermented juice of fruit, usually grapes.
WINE
STEWARD:
See Sommelier.
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.
YIELD MANAGEMENT:
A process orstrategy that hotel operators use to
maximize their hotel room revenueby achieving the right balance between room
rates and occupancy thatgenerates the most revenue.
ZERO COUPON
BOND:
A bond that pays no interest and hence is sold at a
discount from its face value.
0 - CALL
(Zero - Call):
Atelephone call placed with an operator's
assistance. Examples mayinclude calling- and credit-card calls, collect calls,
and third-partycalls.
ZONE
LIGHTING:
Lighting designed to facilitate traffic from
one space to another.
