Hospitality Industry Glossary

The hospitality industry, like many industries, has its own unique language, filled with specialized terms and acronyms that professionals use every day. Whether you work in a hotel, in a restaurant, or in event management, understanding this terminology is essential for communicating clearly, providing excellent guest service, and dealing with the operational side of the business.

ADR (Average Daily Rate): The average revenue a hotel earns per occupied room, calculated by dividing total room revenue by the number of rooms sold

All-Inclusive: A lodging package where the price covers accommodations, meals, drinks, and sometimes activities

Amenities: Extra features or services provided to guests, such as Wi-Fi, fitness centers, or toiletries

Attrition: A clause in group bookings requiring payment for unused rooms if fewer guests attend than expected

Banquet Event Order (BEO): A detailed plan outlining the logistics, menu, and setup for a hotel event or banquet

Bed and Breakfast (B&B): A small lodging facility that includes overnight accommodation and breakfast, often with a personal touch

Best Available Rate (BAR): The lowest standard room rate offered for a particular date, subject to availability

Blackout Dates: Specific days when discounts or special rates are unavailable, usually due to high demand

Booking Window: The period of time during which a guest can reserve a room or service at a given rate

Boutique Hotel: A small, stylish hotel emphasizing unique design, personality, and personalized service

Children's Policy: Hotel guidelines regarding the accommodation, pricing, and amenities for children

Check-In: The process by which guests register upon arrival and receive room access

Check-Out: The process by which guests settle their bill and vacate their room at the end of their stay

Commission: A fee paid to travel agents or partners for booking reservations

Concierge: A staff member who assists guests with requests such as reservations, tickets, or travel arrangements

Conference Center: A facility within or connected to a hotel that hosts meetings, seminars, or conventions

Continental Breakfast: A light breakfast typically including pastries, fruit, coffee, and juice

Corporate Rate: A negotiated room rate offered to employees of a company or organization

CRS (Central Reservations System): A software system used to manage room bookings and inventory across multiple channels

Day Rate: A rate for using a hotel room for part of a day rather than overnight

Double Occupancy: Pricing based on two guests staying in a room

Do Not Disturb (DND): A sign requesting privacy, preventing staff from entering a guest's room

Duty Manager: A staff member responsible for overseeing hotel operations and addressing guest concerns during a specific shift

EP (European Plan): A hotel rate that covers only the room, with no meals included

En-Suite: A bathroom directly connected to a bedroom

F&B (Food and Beverage): The department handling all dining services, including restaurants, bars, and room service

Family Room: A room designed to accommodate families, often larger and with multiple beds

Fitness Center: A facility providing exercise equipment and space for guest workouts

Front Desk: The reception area where guests check in, check out, and ask for assistance

Front of House (FOH): Hotel areas that interact directly with guests, such as the lobby, restaurant, or reception

Full Board: A meal plan including breakfast, lunch, and dinner in the room rate

Full-Service Hotel: A hotel offering a wide range of services, including dining, room service, and amenities

Group Rate: A discounted rate for a block of rooms booked by a group, such as wedding parties or conferences

High Season: The time of year when demand and prices for hotel rooms are at their highest

Housekeeping: The department responsible for cleaning rooms and public areas in a hotel

Individual Booking: A reservation made by a single guest rather than a group

In-Room Dining: Service allowing guests to order food and drinks to be delivered to their room

Keycard: An electronic card used to access a hotel room

Late Check-Out: Permission for a guest to stay in their room past the standard check-out time, sometimes for a fee

Length of Stay: The number of nights a guest remains in a hotel

Loyalty Program: A rewards system encouraging repeat bookings through points, perks, or discounts

Low Season: Periods of reduced demand when room rates are typically lower

Manager: Staff member overseeing hotel operations and ensuring smooth day-to-day performance

Meal Plan: A package that includes some or all meals during a guest's stay

Mini-Bar: A small in-room refrigerator stocked with snacks and beverages, often charged separately

MICE (Meetings, Incentives, Conferences, Exhibitions): A segment of the industry focused on business events and large gatherings

Motel: A budget accommodation, usually near roads or highways, with easy vehicle access

No-Show: A guest who fails to arrive without canceling their reservation

Occupancy Rate: The percentage of available rooms occupied by guests during a period

Off-Peak: Periods of lower demand for hotel rooms, often with reduced rates

On-Site Restaurant: A dining facility located within a hotel, available to guests and sometimes the public

OTA (Online Travel Agency): A website that allows travelers to book hotels, flights, or packages online

Overbooking: Accepting more reservations than available rooms, anticipating some cancellations or no-shows

Peak Season: The time of year when hotel demand and rates are at their highest

PAX: Industry term for "persons," used to indicate the number of guests or participants

Porter: Staff member assisting guests with luggage and personal belongings

POS (Point of Sale) System: Technology used to process payments and track sales in restaurants and hotels

Property Management System (PMS): Software used to manage reservations, check-ins/outs, billing, and other hotel operations

Rack Rate: The standard room rate before discounts or special offers

Rate: The cost per night of a hotel room, influenced by factors like season, occupancy, or room type

Reception: The area where guests are welcomed, checked in, and assisted

Resort Fee: A mandatory charge covering amenities such as pools, Wi-Fi, or fitness centers

Revenue Management: Adjusting pricing and availability to maximize hotel income

RevPAR (Revenue per Available Room): A metric calculated by multiplying ADR by occupancy rate, showing revenue efficiency

Room Block: A reserved set of rooms for a specific group or event

Room Night: One room occupied for one night, used for tracking bookings

Room Service: Food and beverage service delivered to guest rooms

Single Room: A room designed for one guest

Shoulder Season: The period between high and low seasons, typically with moderate rates and occupancy

Suite: A larger room or collection of rooms with separate living and sleeping spaces

Technology: Tools and systems that improve the customer experience and hotel operations

Tourist Season: The time of year when a destination experiences peak visitor numbers

Travel Agent: A professional who assists clients in booking travel, including hotel reservations

Turn-Down Service: Evening service where housekeeping prepares the room for sleep

Turnover: The process of clearing and resetting a restaurant table for the next guests

Unoccupied: A room that is not currently in use by a guest

Upselling: Encouraging guests to purchase higher-priced rooms, amenities, or services

Vacancy: The availability of rooms for booking

Walk-In: A guest who arrives without a reservation

Walked Guest: A guest relocated to another hotel due to overbooking

Weekend Rate: Special room pricing offered for Friday through Sunday stays

Additional Resources

• Key Terms Every Hospitality Professional Should Know
• Comprehensive Guide to the Hospitality Industry
• Restaurant Terminology You Should Know
• Kitchen Slang: Jargon Used in Professional Kitchens
• Keys to Superior Customer Service in Hospitality
• Responsibilities of a Guest Service Agent
• Customer Service in Hospitality
• Customer Data Profile Software
• Events Management Glossary
• Engaging Customer Surveys
• Four Sectors of the Hospitality Industry
• Tourism vs. Hospitality: What's the Difference?
• What Is the Hospitality Industry? A Beginner's Overview