Back of the house Operating departments of a hotel in which the employees have little or no direct guest contact.
Balance sheet Describes a hotel’s financial condition at a specific point.
Bell captain Supervises and directs bell staff and the baggage porter, who are responsible for carrying the guests’ luggage to and from their room, familiarizing guests with the hotel upon first arriving in their room, and providing guests with information on in-house marketing efforts and local attractions.
Benchmarking The continuous process of measuring a hotel’s goods, practices, and services against those of ifs toughest competitors.
Block An agreed-upon number of rooms set aside for members of a group that is planning to stay at a hotel.
Book The sale or reservation of hotel rooms in advance of the arrival date.
Brand standard The qualitative measure used by a franchisor of a hotel name to determine minimal standards of service and the quality of the facilities.
Call accounting The procedure that a hotel utilizes to identify a guest’s telephone calls by telephone number, date, and amount of charge.
Capital budget An intermediate and long-term planning document that details the alternative sources and uses of funds and ensures that adequate financial resources are available to meet financing obligations.