Hotel Front Office Management, 3rd Edition

424 GLOSSARYtravel directories: organized listings of hotel reservation access methods and hotel geographicand specific accommodations informationtraveler’s checks: prepaid checks that have been issued by a bank or other financial organizationtrial balance: a first run on a set of debits to determine their accuracy against a correspondingset of creditstrue integration: the sharing of a reservation database by a hotel’s central reservationsystem and property management systemunderstays: guests who arrive on time but decide to leave before their predicted date ofdepartureupsell: to encourage a customer to consider buying a higher-priced product or servicethan originally anticipatedvisual alarm systems: flashing lights that indicate a fire or other emergency in a hotelroomwalking a guest with a reservation: offering accommodations at another hotel to a guestwho has a reservation when your hotel is overbookedwalk-in guests: guests who request a room rental without having made a reservationworking supervisor: a person who participates in the actual work performed while supervisingyield: the percentage of income that could be secured if 100 percent of available roomsare sold at their full rack rateyield management: a process of planning to achieve maximum room rates and mostprofitable guests (guests who will spend money at the hotel’s food and beverage outlets,gift shops, etc.), which encourages front office managers, general managers, and marketingand sales directors to target sales periods and develop sales programs that will maximizeprofit for the hotelyield percentage: the effectiveness of a hotel at selling its rooms at the highest rate availableto the most profitable guestzip drive: a computer accessory that holds data; a 100-megabyte Zip drive holds anequivalent of 70 floppy diskszip or postal code: an individual local postal designation assigned by a countryTLFeBOOK