Essential Travel & Hospitality Terminology: A Quick Reference
Essential Travel & Hospitality Terminology
Non-stop flight, direct flight, GDS (global distribution system)
Store: to keep something for future use. Retrieve: to get something back. Conduct: to organize and do something. Channel: a route that information is sent along. Settle: resolver. Due: debido (el pago). Issue, file, expiry, liability (responsabilidad, obligación).
Abbreviations: adult (ADT), advanced (ADV), airline (AL), check (CK), euros (E), flight type code (FTC), estimated time arriving (ETA), june (jun), minimum stay (MIN), non-refundable (NRF), passenger type code (PTC), sunday (S), tariff (TRF). advance purchase excursion fare (APEX). outward flight (vuelo de ida), return flight.
Departure lounge: area where the passengers wait. Delay: slow down or cause to be late. Cabin: area in the plane where the passengers sit. Valuables: things that you own that cost a lot of money. Checked baggage: bags that do not go in the passenger cabin. Attached: connected. Gate: security area where you get on the plane. Board: get on a plane, train or boat.
Meal plans: AP american plan (half board), CP continental plan (full board), MAP modified american plan (B&B), EP european plan (accommodation only). Types of room: single, double, twin, family room, en suite room and dormitory. Facilities: Indoor/outdoor swimming pool, valet service, garden, games room, babysitting service, minibar, wheelchair access, baggage lockers, gym, sauna, room service, restaurant, internet access, disabled access. Adjectives: luxurious, modern, cramped, traditional, basic, comfortable, friendly, centrally-located, spectacular, quiet, noisy, spacious, professional. Places: auditorium, meeting room, display area. Equipment: flip chart (rotafolio), OHP (over head projector)
To allocate: to give a guest a specific room. Identification, a guest history, a key card, preferences, room rack, a registration, a walk in, guest status, to swipe, a VIP, a voucher.
Four doors with air-conditioning: 4dr/a/c. Automatic gears, move to a better service (upgrade), insurance cover if you damage the hire car: collision damage waiver or holiday auto damage excess waiver. Insurance cover if you injure somebody or damage somebody’s car: third-party liability. The glass at the front of the car: windscreen. Somewhere to put extra luggage on top of the car: roof-rack. An extra charge: surcharge. That place where the petrol goes: tank. Money given as first part of a payment: deposit. Gasolinera: gas station.
Terms and conditions: if…pres. simple: will (will not/cannot) every time, must (obligation), may (possibility), imperative (request).
Travel documents: booking confirmation, booking form, insurance co, travelers checks, flight ticket, passport, accommodation voucher.
Booking form:
- Date of booking
- Booking reference number
- Customer details: Full name and contact details of client
- Party details: Nº of people in party
- Names of people in party
- Nº of children
- Ages of children
- Dates of outward and return journeys
- Ticket type
- Accommodation: Name of hotel/resort
- Number and type of rooms required
- Special requirements
- Meal basis
- Other services
- Payment details: Method of payment
- Deposit details
- Customer’s signature
- Date of booking
(medio) White night hotel, 49 beech grove, Brighton, Tel: 0045628362, Fax: 0045626177, Email: whitenight@hotel.com
14th April, Dr Nicola talbot, 87 engelsbur, London, UK
Ref:
Dear Mrs Talbot,
Thank you for your letter and your interest in our hotel. We always appreciate hearing from our guests. Your comments are vital for us to continue improving our accommodation.
We would like to apologize for the problems that you mentioned. The service you experienced is unusual and not the standard of our hotel. Please find enclosed a compliment voucher for a night in one of our luxury hotels as compensation.
Once again, we are sorry for any inconvenience caused during your stay and we hope that you will give us another chance to serve you. We look forward to meeting you again.
Yours sincerely,
Silvia Mata (hotel manager)
Questionnaire:
Dear guest,
Your ideas on what we can do to continuously improve our hotel are very important for us. It is our goal to satisfy the needs of our customers and exceed their expectations. Therefore, it would be very much appreciated if you could take a little time to complete this questionnaire.
Thank you for staying with us. We hope you enjoyed your stay with us and will return soon.
Yours sincerely, Silvia Mata.
Reservation:
Was your reservation handled courteously and efficiently? If no, please tell us how we can improve.
Why did you choose this hotel?
Reception and service (excellent, good, satisfactory, fair, poor)
Did you receive efficient, friendly service from: doorman, concierge/ hall porter, check-in/guest service, telephone operator, maid, laundry service, assistant manager, check out/ cashier? Comments
Restaurant and bars (same)
Was the food and beverage quality and service acceptable?
Room service, restaurant (breakfast), restaurant (lunch), restaurant (dinner), poolside snack bar, night club, hotel bar.
Did you think our food and beverage pricing represents good value? Yes/no
Comments:.
Booking procedure: greet guest, check reservation details on computer, ask for some form of identification, check guest history for status and preferences, check room rack and allocate suitable room, check car parking needs, complete registration card, swipe credit Card, ask client to sign registration, hand client registration card and key card, give room number and indicate location of Lifts and restaurant, give details of breakfast service, welcome guest
CV:
Name: Address: Telephone: Email:
I am a hard-working and enthusiastic sales and marketing graduate who is looking for a position with an international travel retails.
Education and work experience:
1998-99 London business school- post graduate diploma in marketing.
1994-98: University of Oviedo- graduated in tourism.
2000- Viajes El Corte Inglés- assistant marketing manager (started as Trainee)
Languages: Spanish (mother tongue) and English (fluent)
Other information: I spent two years in America studying and playing basketball. My hobbies are travel, swimming, running and meeting new people.
References: Tom Johnson, post graduate diploma in marketing.
Conference:
Thank you for your email and your interest in our hotel. It is my pleasure to send information of our conference facilities along with a floor plan. The hotel has a total of 700 square meters of conference and banqueting space. The conference center is located on the ground floor, it consists of nine meeting rooms including the Grand Hall Ballroom which is able to accommodate up to 600 people. The room can be divided into three separate sections. Next to the Grand Hall there are four banqueting rooms with capacity for about 50 people each. They can be connected to create larger spaces. There are also two board room for smaller groups. The whole conference center is air conditioned.
We offer a full range of technical equipment including OHP, slide projector, microphones, flip charts, lectern, audiovisual equipment, Internet access and computer rental. The support services at our guest disposal includes: secretarial services, conference coordinator, interpreters, printing service, florist, transportation, photographers and catering services.
If you have any other questions please let me know with kind regards,
Silvia Mata. (Conference bookings manager)
Car hire form: (car photo)
Booking reference. date.
Car selected: category: economy/compact/luxury. Air-con: yes, no. Tank: full empty. Max miles day: 50/200/500/unlimited. number of doors 2/4. Gears manual/auto.
Reservation details: lead drivers name, title, age, email address, phone number, address, town, country, postal code, pick up, date, time, nº of days, drop-off, date, time, method of payment, nº, name of card holder, CVV.
Insurance options: third-party liability, collision damage waiver, holiday auto damage excess waiver, comprehensive insurance, theft protection, cancellation protection, windscreen replacement cover.
Extras: additional driver, (name, title, age), baby seat, roof rack, GPS.