| A | B |
|---|
| Accounting Division | The hotel division responsible for keeping track of the many business transactions that occur in the hotel and managing the hotel's finances. |
| Assets | Resources available for use and owned by a business. |
| Average Daily Rate | A rooms department operating ratio. |
| Balance Sheet | A financial statement that provides information on the financial position of a hotel by showing assets, liabilities, and equity on a given date. |
| Capture Rate | The percentage of hotel guests who eat meals at the hotel. |
| Card Keys | Plastic cards that are used in place of metal guestroom keys. |
| Catering Department | A department within the food and beverage division of a hotel that is responsible for arranging and planning food and beverage functions. |
| Concessions | Facilities that may well be operated by the hotel directly are turned over to independent operators. |
| Commissions | Retailers located off the hotel site that pay a commission to the hotel. |
| Cost Centers | Divisions or departments within a hotel that do not directly generate income. |
| Engineering Division | The hotel division responsible for taking care of the hotel's physical plant and controlling energy costs. |
| Familiarization tours | Free or reduced rate travel programs designed by hotel personnel to acquaint travel agents and others with the hotel and stimulate sales. |
| Financial Controls | Financial statistics that hotel managers use to keep track of operations and make sure financial goals are being attained. |
| Food & Beverage Division | The hotel division responsible for preparing and serving food & beverage within the hotel. |
| Front Office | A hotel's command post for processing reservations, settling guest accounts, and checking guests in and out. |
| Housekeeping Department | A department of the rooms division responsible for cleaning the hotel's guestrooms and public areas. |
| Human Resources Division | The hotel division responsible for recruiting, hiring, orienting, training, evaluating, motivating, rewarding, disciplining, developing, promoting, and communicating with hotel employees. |
| liabilities | Obligations of a business. |
| Marketing Division | The hotel division responsible for identifying prospective guests for the hotel conforming products and services to satisfy those prospects, and persuading those prospects to become guests. |
| Night Audit | An accounting task usually performed between 11p.m. & 6a.m. after all of a hotel's sales outlets are closed. |
| Occupancy Percentage | A ratio indicating hotel management's success in selling its guestrooms. Rooms occupied divided by rooms available. |
| Property Management System | A computerized system that helps hotel managers and other managers to carry out a number of front-of-the-house and back-of-the-house functions. |
| Purcahsing Department | The hotel department responsible for buying, issuing, receiving, and storing all the products used in hte hotel. |
| Quality Controls | Standards of operation, quality assurance programs, and other controls that seek to establish and maintain hotel products and services at quality levels established by management. |
| Rentals | Enterprises that pay rental to a hotel. |
| Reservations Department | A department within a hotel's rooms division staffed by skilled telemarketing personnel who take reservations over the phone, answer questions about facilities, quote prices and available dates, and sell to callers who are shopping around. |
| Revenue Centers | Departments within a hotel that directly generate income through the sale of products or services to guests. |
| Revenue Management | A hotel pricing system that uses a hotel's computer reservation system to track advance bookings and then lower or raise guestroom prices accordingly. |
| Revenue Per Available Room (REVPAR) | A stastistic used by hotel managers to evaluate the performance of the rooms department. |
| Rooms Division | The largest division in a hotel that comprises front office; reservations; housekeeping; and uniformed service departments. |
| Room Service | The department within the food & beverage division that is responsible for delivering food and beverages to guests in their guestrooms. |
| Security Division | The hotel division responsible for the protection of guests and their property; employees and their property; and the hotel itself. |
| Statement of Income | A financial statement of the results of operations that presents the sales, expenses, and net income of a business for a stated period of time. |
| Telecommunications Department | The hotel department responsible for providing telephone, Internet, and other communications services to hotel guests. |
| Uniformed Service Department | A hotel department within the rooms division that deals with guests' luggage and transportation and provide concierge services. |
