The hotel industry uses a lot of acronyms and abbreviations that may not be clear or easy to understand. So we built the world’s largest and growing repository of hotel industry terms, acronyms and definitions. We don’t claim to be the definitive answer on all hotel terms that have been adopted, just a team that genuinely wants to make life easier for our clients.
Acronym for average length of stay
Commonly used to describe personal toiletry items such as shampoo, toothpaste, mouthwash, shoeshine kit, sewing kit, and shower cap that are provided at no additional cost to the guests
A metric system used in the hospitality industry to measure the average rate paid for rooms sold
A rate taken by averaging all types of hotel rooms throughout the year according to high or low season.
The term used to describe non-guest areas within a hotel. These include areas such as kitchen, engineering and housekeeping departments.
An older term, still used for conferences and events that requires any form of catering (the catering does not have to be food).
An added price to a hotel room imposed by the city or country based on where the hotel is located.
Comparing your hotel against competitors. This could include benchmarking by product/service, room rate, quality etc.
Banquet Event Order.
Building Management System refers to the system installed to monitor and control a buildings technical systems and services. such as air conditioning, ventilation, lighting and hydraulics.
a term used to describe properties that have historically been described as unique in style and design-centric, and are either independent or affiliated with a brand system. This term has expanded to include many types of hotels and is often open to interpretation
Is a dedicated office space for guest use. It is commonly equipped with machinery found in a typical office, such as photocopier, fax, computer terminal, telephone etc. Some hotels have manned Business Centres, who offer secretarial services
Also known as CapEx. Money spent by a business to acquire or maintain fixed assets such as land, buildings and equipment
Allowing guests to cast their own content from their phone, tablet or laptop to the hotel room TV. Casting is synonymous with products like Chromecast which it has largely stemmed from. When casting, you’re not streaming video from your mobile device to the TV display, but rather using your mobile to initially set up the cast, and then letting the application, YouTube or Netflix do the rest of the work. When casting you could use your phone to start a movie on hotels TV for your children and then leave the room. The movie would continue to play.
Is a payment authorisation, which permits specified costs to be billed elsewhere, other than the guest. This is usually only permitted for companies and clients with an established line of credit with the hotel.
A chatbot, is an artificial conversational entity normally on a hotels website to handle frequently asked questions.
The process by which a guest settles their bill and hands back any key/keycards.
The process by which a guest registers their arrival at a hotel and receives their key/keycards.
Refers to the custom-designed in-room marketing material that reflects the hotel branding and guest communications goals.
An in-room directory folder, containing information about services, facilities and features within the hotel, as well as associated and nearby services. Also commonly referred to as a ‘Service Directory’. As a result of the COVID Pandemic, many hotels have removed these directories and replaced them with a digital version the guest accesses via QR code.
A group of hotels who are direct competitors, in a set category of hotels, within a defined region/area.
A rate in which there is no charge to the guest. This can refer to rooms and any other specified service, such as breakfast, internet, valet parking.
A designated staff member, who can provide a vast amount of information and assistance, on the hotel, local, and nearby services of the city. Often mistaken as a mere ‘information’ person, a good concierge can mean the difference between an average and extraordinary stay. Some of the best concierges around the world have networking to access even the most difficult items to obtain, such as restaurant reservations, theatre tickets and invitation-only events.
This is a number generated by the hotel computer system when a reservation is entered. Please note that when a reservation is made via a third party, the agent will provide a confirmation number – which is not the same as the hotels.
Allows a hotel guest to self-check-in. This is usually done via their mobile phone and prior to arrival. This is similar to checking in for a flight with an airline. This is also often referred to as web-based Check-in. Once the guest arrives at the hotel they still go to the front desk, but as the “transactional” aspects have been taken care of they generally just have to collect the key. This streamlines the check-in for the guest and the hotel and if done well can be a more pleasant experience than a traditional check-in.
A term used to describe a light breakfast, which does not include cooked dishes. Generally includes tea/coffee, juice, fruit, sweet roll and/or cereal.
A term used to describe business guests, who are employees of a company and entitled to a negotiated room rate.
A rate offered to corporate guests, which is unavailable to the general public. These are usually through negotiation, based on a guaranteed number of nights annually.
Refers to diners within a restaurant. E.g) A hotel restaurant achieved 30 covers (30 people dined)
Is a form/document supplied by the hotel, which can be completed to obtain permission, for charges to be paid for by a person other than the registered guest. This is commonly requested for those who do not have credit cards, surprise gifts, or company employees whereby the company wishes to pay in advance. These days, these forms should be digital, making it simpler for the guest and also more secure.
System used to track customer information and leads for a business
Acronym for central reservation system. The system that facilitates the booking of rooms, conferences etc. This might be via telephone, website, email etc.
A term used for the room rate breakdown for each day, for a particular room type over a specific set of dates
A reservation that is for a specified time period, with the arrival and departure on the same date.
A room that is sold for the day only
Rates that include Dinner, Bed and Breakfast.
Is a ‘Do Not Disturb’ sign, which is hung outside the room to inform hotel staff that the occupant does not wish to be disturbed. Some hotels no longer use these signs, and now have moved to a door bell with light indicators outside the room door.
Director of Sales and Marketing
An agreement with a hotel that allows confirmed guests to check-in before the standard time.
A plastic key with electronic codes embedded. There are two types of electronic keys; the more common keys with the magnetic strip, and the less common Proxy Cards, which are internally wired with an electronic chip, and requires no swiping or contact with the locking mechanism.
Estimated Time of Arrival.
Estimated Time of Departure.
Is a form of authorisation given by the guest, for the hotel to process a checkout, without the guest needing to go to the Front Desk.
Industry acronym for food & beverage
Organized trips for members of the travel trade to familiarize them with the hotel’s facilities destinations
Free Independent Traveller. It is a loosely used term by hotels and travel agents, to generally refer to guests that are not part of any package or tour.
Gym. There are many varying sizes of hotel fitness centres available, from the most basic, to some of the most advanced exercise equipment
An overview of a guest’s hotel account including all charges and payments made, stored in the Property Management System
A term used to describe any functional and visible areas of the hotel, in which employees have extensive guest contact. These include but not limited to Front Desk/Reception, Restaurant, Bars, Lobby, and any accessible areas to the public
Specifically refers to the area where guests first arrive at the hotel. This area is also called the reception area
Stands for the General Data Protection Regulation, also known as the Data Protection Act. This act was passed by the European Union in 2018 and governs how companies collect and store personal data, with the goal of protecting the consumer with opt-in alerts and controls.
Global Distribution System. Network of electronic reservation systems used globally by travel agents booking hotel rooms (and airlines). Common GDS include Sabre, Galileo and Amadeus.
A computer software company that provides travel agencies with hardware for airplane, hotel, and car reservations.
General Manager.
Guest Room Management System
The result of the hotel’s gross operating revenue, minus gross operating expenses.
A measure of performance across all sources of revenue.
A hotel’s total operating revenue.
A reservation made for multiple rooms by a single entity, often for a corporate event or conference
Rate secured for all rooms in a room block for an event.
Guest Services Manager.
A term used for a printout of a guests’ room account.
Is a vast collection of guest stay details, recording everything from average stay expenditure, to notes and comments from previous stays.
Is a database of guests’ history, plus the guests’ preferences, status, personal details such as contact information, and any other collated information for ‘profiling’.
Are designated staff who deal exclusively with handling of guest specific matters and nothing else. Although they are Front Office based, they technically do not fit into Front Office, Concierge or Food & Beverage department, float in all areas, and have very different set of tasks to either department.
The current term for receptionist/front desk clerk/cashier/telephonist. It was brought about to reflect the multi-tasking capacity and expectations of these staff.
A phrase used to describe the re-decorating of the room, which involves changing of fixtures, fittings and furniture.
In charge of the kitchen, including Sous Chef(s), Chef de Partie(s) and Commis Chef(s)
An important department of the hotel industry responsible for cleanliness, aesthetic upkeep of the guest rooms, public area and back of house areas
High-Speed Internet Access
Heating ventilation and air-conditioning, is the principal user of energy in a hotel.
Is a safe located in a guest room, of varying design. Usually fitted in the wardrobe or out of direct line of sight.
Is a multiple use term, originally used to describe an overseas guest, which has now expanded to cover all manner of reservations. Travel agents still use it in the original sense, but hotels now use it to describe almost any independent online reservation
A hotel with no affiliation with a franchise or chain
Is a phrase used to describe two or more rooms with a common internal doorway.
Is a term used by both travel agents and hotels, to describe a product such as a room. Internally, a hotel can use this as a term to describe any stock or merchandise, operating supplies, and other items held for use in a hotel.
IPTV means Internet Protocol Television. This service is TV programming that is distributed from your television headend to your guest rooms via your hotel’s Local Area (data) Network or via coaxial cable in the case of older installations. IPTV hotel television systems allow hotels to offer content such as video-on-demand, as well as welcome screens and other locally generated content, guest messaging, billing and many other services directly through the television.
A kiosk is most often a digital touchscreen where guests can complete the check-in and check-out tasks themselves instead of relying on hotel front desk
A combination of negotiated and group rates that allow agents to book a hotel’s last available room at a contracted rate.
Guests that advise they will be later than the agreed time of arrival.
Charges that may be passed on to a guest after their departure from a hotel. For example, telephone calls or mini bar charges that weren’t determined before the guest left.
When a guest leaves the hotel later than the agreed time of departure. This may be at an agreed ‘Late Check Out’ fee.
A guest who arrives later than the agreed time of their reservation.
Those travelling for pleasure.
Total nights that a guest spends with a hotel.
A hotel that may not offer the full range of services typically expected of a hotel. E.g no restaurant services is available.
A rewards programme for those that stay at the hotel regularly. Rewards can vary, but typically include free stays, dining vouchers etc.
Also often referred to as Engineering is responsible for the physical facilities of the hotel. Their job is to keep the facility in top condition for safety, guest satisfaction and profitability
An identified group in an overall market to which a specific service appeals. This is used in the hotel industry to determine who responds to a lead
Industry acronym for Meetings, Incentives, Conference, & Exhibitions
Is an in-room fixture, which is a miniature refrigerator stocked with juices, liquor, and snack for the convenience of guests. The more modern versions have sensors, which detect the removal of items, and automatically charges the guest for that item.
Also referred to as a digital key, mobile key allows guests to unlock a door using an app on their smartphone rather than a traditional plastic room key
Manager on Duty
Traditionally were any accommodation that are predominantly located primarily by the roadside. An evolvement of the phrase ‘Motorway Hotel’, they were originally focused on providing lodgings to road travellers, although the term is now more widely accepted as lodgings of slightly lesser services than a ‘Hotel’. One notable aspect about motels, is that they often provide ample parking.
Month to Date.
A quality control measure whereby an undercover employee (usually of an external organisation) poses as a guest to evaluate the performance of a hotel.
Is the financial controlling process, whereby the financial activity of guest’s accounts is maintained and balanced on a nightly basis. It is during this overnight process, where room charges are added to the guest account.
Term for reservations where the confirmed party does not show up without contacting the hotel to cancel or change the reservation
Is a room status, that has been removed from any form of guest use. When a room is placed on this status, it is physically not counted as part of the room count.
The measure of fill by dividing the total number of rooms occupied by the number of rooms available.
A prediction of occupancy for a set period that helps hotels define their business goals. Usually communicated as a number of rooms or percentage of total rooms available.
Could refer to a hotel management company managing a hotel under a management agreement.
Online Travel Agent. This is a very broad term, that generally refers to a travel related booking platform. They are not like a traditional a High Street agent, in that you don’t receive advice. Best interpreted as ‘booking sites’ rather than a ‘travel agent’.
Acronym for Online Travel Agent/Agencies such as Expedia
Is a term used for a situation, whereby reservations are taken for more rooms than are available. This is mostly a deliberate action by the hotel, by trying to forecast the number of no show reservations, stayovers, understays, and walk ins, with the goal of achieving a 100% occupancy. The definition also refers to the terms ‘Bump’ and ‘Walk’.
A Private Automatic Branch Exchange system makes it possible to have many lines of access using a few connections to the public network.
A term used to describe a room rate that include goods and services in addition to a room.
Is a charge processed to a guest account, whereby external services are paid for by the hotel on the guest behalf, and then charged to the guest account. This accounting process is also used to refund, cash balances left on a guest account at time of checkout.
Another term for number of people or passengers or guests
Stands for the Payment Card Industry Data Security Standard, which provides industry standards for accepting, storing, and processing credit card information
Refers to the computer system that manages the purchases or transaction a customer makes in a hotel outlet. Often Food & Beverage related
A software system used by hotels use to manage their operations.
Progressive Web App, this describes a website that is generally accessed by a QR code. Even though it is a website it looks and behaves much like an App. This technology is now being used for Digital Compendiums and Digital Food Ordering as hotel guests do not want to download App every time they go to a hotel.
The original price of a hotel room before any discounts or promotional rates are applied
Is a term used to describe any physical changing of room or space structure, from its original design. Can be Soft or Hard.
Can best be described as selling the right room to the right customer at the right moment and price – with the best commission efficiency. It’s not just about pricing rooms, but also about maximizing a guest’s total spend on property.
Revenue per available room calculated on the number of rooms available to sell in a hotel
Is the task of assigning a specific room number to a reservation. This is generally partially performed the night before, with the exception being reservation with approved special requests attached – which maybe allocated much earlier. The task is usually done on the basis of ‘top down’, meaning the suites and higher room types are assigned first.
Is the task of having to change the guest room, whether it be by guest request, or for other hotel reasons.
Rooms blocked or occupied multiplied by the number of nights the rooms are reserved.
The original and still the most common term, for the service of ordered food within a guest room. Also now commonly referred to as ‘In Room Dining’.
Is a Housekeeping and Front Office term used to describe the state of readiness for use, of a specific room. The most common used status terms are; Vacant Clean, Vacant Dirty, Occupied Clean, and Occupied Dirty.
A smart hotel room is a room that makes use of ‘smart’ electronic devices, powered by the Internet of Things (IoT). This IoT technology means that what were once ordinary devices are now fitted with internet connectivity, allowing them to send and receive data and, effectively, communicate with one another.
Partial launch of a hotel property, often at a reduced service level, to test and gauge equipment and the service offering, prior to a Grand Opening.
Is a phrase used to describe the re-decorating of the room, which only requires the changing of the ‘soft’ furnishings, such as linen, curtains, painted surfaces, cushions, and carpet.
Standard Operating Procedure(s).
A breakdown structure a hotel uses to track how business brought in and which channel it came from
‘Under Chef’. Second in command after the Head Chef
In-house guests who are not due to checkout on any given date.
The act of stopping the hotel from being booked on distribution channels, used when hotel is sold out during a certain time period.
Is a term most commonly used for room types, whereby there is a designated living area and sleeping area, but does not have walls separating them.
Is a term most commonly used, for any room type that has a wall separating the sleeping area from the living area
Travel Agent (or can sometimes be used to refer to TripAdvisor)
Total revenue per available room. The sum of net revenues from all operating departments in addition to rentals and other income per available room for the time period, divided by total available rooms during a specified time period.
Industry-specific exhibition of products or services. An exhibition of products and/or services held for members of a common or related industry. Not open to the general public
Segment of business comprised of individual bookings as opposed to bookings from a group
An individual traveler who books a room directly with the hotel
Is an early evening courtesy service, provided by the housekeeping department. The guest room is refreshed, restocked with supplies, and bedcovers are removed in preparation for guest sleep. Guests often receive ‘gifts’ such as sweets, bottled water, mints, as part of the Turn Down service.
Is a room configuration, whereby the normal bedding layout contains two beds of any size.
Is a term used for a room reservation, whereby a guest is provided complimentary, or paid for, a room type above what was originally booked.
Process by which a guest is offered (at a cost) additional services or upgrades (often at the point of purchase or upon arrival to the hotel)
Is a charged laundering and dry cleaning service for guest clothing and garments.
Is a hotel parking service for all guests, whereby the vehicle is parked on the guest behalf by a designated staff member.
Individual who should receive special or elevated treatment based on their role or relationship to an event
A guest who arrives at a hotel to stay without having made a reservation
Process of understanding, anticipating, and reacting to consumer behaviour to maximize revenue. Also known as Revenue Management