Guest
a person who is staying at a hotel
Check-in
the process of a guest registering and being assigned a room
Check-out
the process of a guest settling their account and vacating their room
Room rate
the cost of a hotel room per night
Occupancy
the number of rooms occupied in a hotel
Reservation
a booking made by a guest for a future stay
Front desk
the main service area of a hotel where guests check in and check out
Key card
a plastic card used to open a hotel room door
Folio
a record of charges incurred by a guest during their stay
Upselling
promoting additional services or upgrades to a guest
Yield management
a pricing strategy used to maximize revenue for rooms
Room block
a group of rooms reserved for a specific event or group
Overbooking
when a hotel books more guests than they have rooms available for
Formulas: Occupancy Rate
(Number of Rooms Occupied / Total Number of Rooms) x 100% ; Average Daily Rate (ADR) = Total Room Revenue / Number of Rooms Sold
Guest registration
the process of collecting personal and contact information from a guest
Room assignment
the process of assigning a specific room to a guest
Early check-in
when a guest requests to check in before the standard check-in time
Late check-out
when a guest requests to check out after the standard check-out time
Room service
a service provided by the hotel where guests can order food and drinks to be delivered to their room
Concierge
a hotel staff member who assists guests with making reservations, providing information, and arranging transportation
Bellhop
a hotel staff member who assists guests with their luggage
Housekeeping
the department of a hotel responsible for cleaning and maintaining guest rooms
Night audit
the process of reconciling the day’s financial transactions and preparing reports for the following day
Room status
- the current status of a room (e.g. clean, dirty, occupied, vacant)
