HILTON

JARGON BUSTER
A B C D EF G H IJ

KL M NO P QR S T YVWY
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A
Words Definitions
(Average Achieved Room Rate / Average Room Rate / Average Daily Rate.)
AARR / ARR / ADR Room revenue divided by the total number of guest rooms occupied during
the year.

ADOS Area Director of Sales

(Authorisation for Expenditure) A project or item costing the company an

AFE amount of money that has to be Authorised For Expenditure by the
Executive and possibly the board.

Number of rooms at an agreed price a hotel sets aside for online distributors
Allocation and wholesalers, with an agreed release period. These rooms cannot be
yielded on.

Global Distribution System used by Air France, Continental Airlines, Iberia

AMADEUS and Lufthansa and a number of travel. This system dominates the market in
Europe. Approximately 111, 000 terminals worldwide

(Air Mileage Only) This refers to guests who only claim miles against a
Frequent Flyer card for their stay. These are customers that are non Hilton
AMO Honors members, which might be because we have not yet enrolled them or
they can not be enrolled in a hotel program

(Account Management System) This system is used to track corporate

AMS profiles for the purpose of the account production and business prediction.

AnswerNet Sales system currently used by Hilton Hotels Corporation

AOB Any other business

APAC Asia & Pacific Hilton Organisation

(Area Revenue Manager) Regional support function for revenue

ARM management. This title has been replaced by Regional Director of Revenue

(Area Rate-loading Team) Team based in Scotland, Egypt and Singapore,

ART responsible for Corporate Rate Loading.

Negotiation Workshop; when negotiating with clients there are some hot tips
Art of the deal to remember; explain rate process, deliver with confidence, offer Top 10
discount conference rates, have market share info etc.

Agency Model Traditional Travel Agent model. Customer buys from Hilton and the
(Retail Model) intermediary gets a commission
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B
Words Definitions

(Best Available Rate) Rates that are the core rate structure of Hilton Hotels
BAR (rate levels), floating with market demand, based on room only.

(Business Based Objectives) Quantifiable objectives written to focus

BBO individuals’ performance on meeting the needs of the business. Used to
assist in the Performance and Development Review process.

(Business Development) The effective sharing of knowledge, resources and

BD information within sales and revenue, to drive yield premium and make it
happen.

BDM Brand Distribution Marketing

(Business on the Books) The measurement of business that is confirmed/

BOB contracted for any given date or date range.

(Bring Back Old Business) Sales activity geared to contract former clients or
BBOB groups to generate new business leads

BIG Europe Europe and HUKI area combined

Tried and tested ways of doing things. Get shared across the business to
Best Practice - BP prevent “re-inventing the wheel’ via Best Practice Manual.

BPS Brand Performance Support

The values that we operate in relation to our customers that ensure we

Brand Values deliver our mission.

Brand Key Word A keyword that contains Hilton

Browsing Researching information online through several Internet sites.

(Balanced Scorecard) Tool for translating the company’s strategic vision into
daily operations. It provides information on how individual hotels perform
against key competitors as well as their own historical ratios and other Hilton
BSC properties. It integrates all aspects of the business and changed the
company’s culture to achieve the desired results. It is designed to focus the
business not just on the short-term financial goal but also on shareholders,
investors and colleagues.

(Brand Service Standards) Minimum standards that must be delivered

BSS across all Hilton Hotels, these are the bedrock of what makes Hilton a Brand

BST Business Travel Sales

(Brands Standards Training) A training record/ tool listing all the Brand
BST Standard Skills. These lists work in tandem with the Traffic Light Training
chart

(Business Travel Agent) Travel Management Agent that manages corporate

BTA travel and hotel bookings.
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C
Words Definitions

C&B Conference & Banqueting

C&E Conference & Events

(Corporate Account Database) Database comprising of all of Hiltons UK &

CAD Ireland corporate accounts.

(Corporate Analysis Tool) Price and contract supporting corporate account

CAT tool

Weekly appointment schedule, contains details of a day-to-day schedule of

Call Planner whereabouts

(Central Commission Payments) Consolidation of all commissionable

CCP bookings of an agent across all Family of Brand hotels, for which
commission is then paid in one transaction centrally for all hotels

CFS (Customer Focussed Selling) Sales Training

CGI Catering Global Indicator

(Central Interface) An application that connects to all the Property Interfaces

CI around the world and manages the flow of data to and from the Customer
Information System.

(Customer/Central Information System) A transactional database that

collates and stores profiles and stay history for all our hotels. This database
CIS is managed from Maple Court in Watford. Hotels can access the CIS
database from their Front Office system to obtain profile information on
HHonors guests who will be staying in their hotel

(City Hotel Code Name) A postal address used by HILSTAR to identify the
Cityhocn hotels using a quick code system.

Closed session A period of time in which users use the new release of a system for testing

CMTG Market Segment - Company/ Meetings/ Incentives

CMP Market Category - Complimentary

CMS Content Management system

CNR Market Category - Corporate Negotiated

CNR Corporate negotiated rates

COD Co-ordinator. Provides organisational and administrative support.

CofE (Centres of Excellence) Detailed hotel commercial reviews

The personal skills and attributes that influence how well a manager
Competencies performs as the leader of the department and as a member of the
management team. They are shown on the job profile and appraisal form.

Comp rooms Complimentary rooms

Ability for an Online Distributor to reflect real time inventory availability by

Connectivity having a live connection to Hilton’s Central Reservation System

CONS Market Category - Consortia

Market Category - Convention/ Association
CONV Market Segment - Convention/ Association
Logical structured way of approaching complex tasks based around plan of
Coverdale / Systematic approach action review

(Corporate Rate Enquiry Form) used for loading of Corporate Accounts for
CREF rates to be distributed via HILSTAR or the Global Distribution System.

CR / CRP Corporate Rate / Corporate Rate Plan

(Central Reservations Interface System) Interface between HILSTAR and
CRIS Fidelio. The CRIS interface is used both in a one-way integration, as well as
two-way integration
(Customer Relationship Management) Our ability to identify our best
CRM customers and increase their profitability to Hilton and make sure that their
future stay will be a memorable one.

(Central Reservations Office) A central office that processes reservations via

CRO HILSTAR into the hotels.

Inter department, or inter hotel work experience. Time being spent with
Cross Exposure counterparts in order to gain an insight into how other managers or other
departments operate

CRS (Central Reservations System)

Hilton UK & Ireland Marketing Department Database. It holds data on UK

Crudible guest profiles and is linked to the main Datastore

CSEG Catering Segment

(Closed To Arrival) Example of a restriction that can be placed on a rate or

room type in either HILSTAR or on the Rate Availability Table in Fidelio. It
will prevent the guest from booking a room for arrival on the night with this
CTA restriction. The booking can be made arriving before that day and staying
through the day with the restriction. Used to even out peaks and troughs in
the business.

(Click through rate) This is the number of times that a user has clicked on a
CTR Paid Search Advert compared to the numbers of times an impression was
served, and it is stated as a percentage.
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D
Words Definitions
(Dun & Bradstreet) A company located in the UK. Who will verify credit
D&B worthiness and if a company is a legal entity. It provides a unique numbering
system for registered companies and give details on a company

(Dinner, Bed and Breakfast) A rate used in hotels. It includes

DBB accommodation, dinner and breakfast. Also referred to as half board

(Director of Business Development) Formulates, implements and drives the

DBD Business Plan in terms of Business Development for the hotel.

(Daily Delegate Rate) A rate that encompasses charges set for a day
meeting room, lunch, teas and coffees, simple equipment. (not always
DDR included, usually overhead projector and paper board) However, this does
not include accommodation
DISC Market Category - Other discounts

Discoverer An Oracle based reporting tool that uses data from the Data Store

Director of Operations- part of the 4D structure, responsible for operating

DO departments such as Front Office, Restaurants, Stewarding, Kitchen, Bar,
Housekeeping, C&B, Operations (or service), Engineering.

(Director of Sales) Contributes and manages the implementation of the

annual Sales and Marketing strategies. Accountable for key accounts, and
DOS maximising the resources to exceed both revenue targets and market
customer share

A unique scheme where guests can claim against both their Hhonors card
Double Dipping and a Frequent Flyer card thus gaining twice the points. Hilton is the only
chain to offer the double dipping benefit.

DOW Day of the week

DT DoubleTree by Hilton
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E-F
Words Definitions
Earnings Before Interest, Tax, Depreciation
EBITDA & Amortization

EOM End of the Month

(Employee Opinion Survey) or Viewpoint – is used as a team member

opinion tool for identifying issues within each hotel / function. A good tool to
EOS help senior management raise questions and take action regarding any
responses / issues raised. Implemented twice a year

Extranet System 3rd Party online distributors online rate- and inventory management system

European Regional Headquarters Hilton Hotels International Operations Centre based in Watford.

F&B Food & Beverage

Face to Face Report Mini report on activity from previous weeks Call Planner.

(Familarisation Trip) A show round in specific hotel to see how many

bedrooms, conference facilities, and meeting rooms the hotel has. This
Fam Trip helps to develop the brand knowledge and to better sell the key benefits of
the hotel product.

(Fair Market Share) Key performance indicator to compare a hotels'

FMS performance on average rate, occupancy and RevPAR against their
competitive set

FC Financial Controller

Front Desk Manager / Front Office Manager - responsible for

FDM /FOM Switchboard/Reception/Concierge

Term used to describe the booking restrictions used on programs to

minimise dilution of higher rates. Examples of these can be bookings,
Fencing requiring advanced purchase, guarantee, and cancellation or refund policy
requirements

FF&E Furniture, Fixtures & Equipment

The Hotel Property Management System containing client information used

Fidelio v6 for reservations, check-in, check-out, billing, statistics and hotel information.

Single code corresponding to a specific rate in the Property Management

Fidelio Rate Code System.

Focus HHonors Internal Hilton HHonors Infowebsite / via HIWAY

FOCM Revenue Management Cycle: Forecast,Optimise, Control & Monitor

(Full Pattern Length of Stay) Revenue Management availability control that

FPLOS allows multiple length of stay controls for a certain rate on a given day

Free Sale Way to sell inventory based on real availability, as opposed to allocations.

FYI For your information

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G
Words Definitions
Global Distibution System used by 11 airlines including British Airways
GALILEO Approximately 125, 000 terminals worldwide (includes Apollo terminals).
This system dominates the market in the UK, Canada and Australia

(Global Account Manager) Accountable for the performance of selected

accounts on a local, national and global basis. Creates, builds and
GAM communicates the account strategies local, national and customer share
through penetration of the selected accounts

GDM Global Distribution Management

(Global Database Management) Department based in Cadogan Square,

GDM Glasgow that currently loads all rates for all hotels into all GDS systems.

GDMT Global Database Management Team

(Global Distribution System) A System used by airlines and travel agents to

GDS book hotels, car rentals and rail tickets. The major GDS are Amadeus,
Galileo, Sabre and Worldspan.

Fully automated sales system for Sales, Conference & Banqueting and
Group Reservations used within the hotels. It stands for Group & Event
Management. This is software provided by Fidelio, part of the Sales &
GEM Catering (S&C) range. Other Sales & Catering modules used in our
company are S&C GEM Express, S&C Lite, and S&C RSO (Regional Sales
Office).

Generic Keyword A keyword that does not contain ‘Hilton’

GI Garden Inn Hotels

Sales person who ultimately is responsible for an account on a global basis,

Global Account Handler meaning worldwide for all properties.

(General Manager) Oversees the running of the hotel and is responsible for
GM the results.

GNR Guest name record

GNS Guaranteed no show

(Group Opportunity / Group Availability system) Database with future

GO / GAS booking information per hotel.

(Guest Origin of Business) Data information on the origin of the customer.

GOB This relates to the country of residence, not the country of birth.

(Gross Operating Profit) Profit remaining after deducting operating

GOP expenses.

GOV Market Category - Government

GPM Guest profile manager
GT Market Category - Group Tour
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H
Words Definitions

(Hilton Account Tracking System) Central Database fed from Fidelio Front
Office for corporate account production data for each Hilton UK & Ireland
HATS property. It produces and distributes reports on a monthly basis to the sales
teams. This allows them to monitor the performance of their accounts,
enabling completion of their Balanced Scorecard

HB (Half Board) See DBB

HBLFS Hotel level budgeting & forecasting system

(Hilton Direct) A pro-active call centre dealing with meetings, conference and
HD incentive telesales and requests. Also follow up on referrals passed on by
hotels for agency business.

Hilton e-Business Services The new name for the Global Database
HeBS Management Team

(Hilton for free Programme) Marketing program targetted at Middle Eastern

HFF market which entitles the guest to free nights, depending on their length of
stay

(Hilton HHonors) Our Guest reward programme, a loyalty scheme for

Hhonors - HH frequent guests. There are different card levels.

(Hilton Hotels Opening System) Web-based tool to help through multiple

HHOS tasks associated with opening a new hotel.

(Hilton International) Hilton International is an operating division of the US-

HI based Hilton Hotels Corporation and covers all hotels outside the Americas

(Hilton International Corporate Account Database) Details the corporate

HICAD accounts held with Hilton, along with Global Distribution System information
and Special Rate Plan assignment details.

Refers to all brand websites, other than Hilton.com. In 2008, these are
HICOM Hilton.co.uk, Hilton.de, Hilton.co.jp, Hilton.at

(Hilton International Database) A database that holds all static hotel

information and feeds distribution channels like HILSTAR, GDS information
HIDB pages, Hilton.com, Hilton Companion (CD ROM with very detailed
information from Hotels with text and pictures), marketing information etc.

High Five Key selling points for a department.

Equal to preferred rates offered to corporate clients with volume

High Volume requirements.

(Hilton Sales and Marketing Analysis and Report Technology) A tool for
HILSMART measuring occupied room nights. Also tracks guests by geographic origin.

(Hilton Supporting Technology for Alliance Reservations) Hiltons Central

HILSTAR reservations system used by Hilton Reservations Worldwide.

Hilton website accessible on the internet where guests can search for rates,
Hilton.com availability, hotel information etc., for both HHC and HI properties.

Hilton Meetings Meeting product for Hilton (Groups under 300 people)

Hilton Sales Framework Step by step guide to face-to-face customer visits.

HOD Hotel Description, or also used to abbreviate Head Of Department

HORIZON HILSTAR Front End used by HRW offices, Hilton and Scandic Hotels.

HOTZ (Hilton Owns The Zone) Sales Activity geared towards finding new clients

HOU Market Category - House Use

The policy number of the Hilton International employee benefit scheme

HR11 outlining accommodation benefits in all Hilton properties. The policy new
name has been changed to J1D policy.

(Hilton Reservations Customers Care) Central reservations service

HRCC specialising in individual reservations worldwide for all Hilton hotels.

Human Resources Director – responsible for recruitment, communicating,

HRD and negotiating with unions, training and in some hotels payroll
management.

(Hotel Performance Support) Regional support function to assist managed

HPS hotels in improving SALT scores and assist franchise hotels with all aspects
of the brand they belong to.

(Hilton Solicitation Management System) Tool used by sales force to solicit

HSMS and load rates for corporate companies worldwide. Used by ART Teams
only in the international estate.

(Hilton System Support) They offer IT support to the numerous Hilton

HSS departments.

(Hilton Sales Worldwide) Comprised of mainly International Sales Offices

and combined with their effort are specific Regional Sales Offices. HSW
provides a non-stop shopping option for an entity’s booking volume travel
HSW (overseas or domestic) by providing a high profile in the marketplace for
Hilton. By representing all Hilton hotels, HSW is able to meet the diverse
needs in terms of product and location for both international and domestic
accounts.

HUKI Hilton UK and Ireland

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I-J
Words Definitions

IATA International Air Transport Association

IBT Market Segment - International Business Traveller

ID Number Identity Number

IDeaS Integrated Decisions and Systems (Yield System)

Incremental Revenue Amount of extra revenue achieved from up-selling supplements etc.

Service provided for a fee by search engines whereby a brand shows up

Internet Keyword Marketing when a particular keyword is typed. For example, typing ‘hotel’ on Google
should display a reference to the Hilton site.

Company specific database of information accessible by Hilton employees.

Intranet The new intranet name is Hiway.

(Internet Protocol Address) This address is a unique string of numbers that

identifies a computer on the Internet. These numbers are usually shown in
IP Address groups separated by periods, like this: 123.123.23.2. All resources on the
Internet must have an IP address or else they are not on the Internet at all.

IT Market Category - Individual Tour/ Wholesale

(International Quick Check) A process that allows corporate companies or

agents to guarantee arrival of bookings. When a booking is a no-show,
IQC Hilton can charge first night non-arrival charge. The customer completes a
form to participate in this.

Impressions This is the number of times an advert was served (shown to a user)

(Integrated Services Digital Network) A phone line that uses digital rather
ISDN than analogue technology.

(International Sales Office / Centre) Focussed Sales Offices that ensure

ISO / ISC long-term customer relationships. Drives outbound business from regions to
other regions within Hilton.

(International Support Centre) Provides a host of technology support across

ISC the international portfolio

Hilton version of broad job description for core job titles, put together with
Job Profile Brand Standards Training Lists to from the outline of each role. Staff
appraisal forms are designed around the competencies on the job profiles.

Hilton Employee special rate travelling on leisure to a Hilton Family of Brand

J1D hotel

Job Skills Program – Training program for departmental Team Coaches to

JSP train the basic operational skills and procedures of either Front Desk &
Reservations or Group and Event Management.

JV Joint Venture is a commercial partnership between two companies.

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K-L
Words Definitions
(Key Account Manager) Deals with corporate clients and supports the
KAM regional sales offices.

Key Monitors Benchmarks key areas that are measured in the business.

KPI (Key Performance Indicator) For individual or business level.

(Key Result Area) Area or a field of activity in which results are particularly
KRA important, where they have a critical bearing on the success, or even
survival, of the business.

Landing Sites Internet operators distributing internet links to suppliers’ websites.

LEI Market Segment - Leisure

Leisure Centre owner and name of the Health Clubs in Hilton Hotels. This
LivingWell division has been sold in 2007.

Market Category - Local Negotiated - Rate agreed for one hotel for a
LNR corporate client, based on set criteria.

Version of an internet site whose language and content are adapted to a

Locale given source market.

LOS Length of stay

Equals to Secondary Rates for low volume corporate clients with non-
Low Volume specific location requirements.

(Live Pile Champion) Designated person for each region who deals with an
incoming sales lead. The Live Pile Champion passes the sales lead onto the
LPC appropriate Sales Manager / Director of Sales within the right region,
depending upon where the sales lead'’ head office is located.

(Last Room Availability) Agreement to honour a contracted rate as long as

LRA there still is ANY room left from the hotel capacity (regardless of category,
this might include suites). Hilton Hotels will not agree to such a condition

(Last Room Type Availability) Agreement to honour a contracted rate as

long as there still is a room of a SPECIFIC category left from the hotel
LRTA capacity. Hilton Hotels will only agree to such a condition if it is commercially
valuable

(Level 0) Highest rate level loaded in HILSTAR, valid for City & Hotel High
LV0 Demand
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M
Words Definitions

MA Management agreement

Margin applied by the distributor on wholesale rates. E.g. a distributor buys a

Mark up room from Hilton at $ 130, to which they could apply a 30% mark up.

(Multi Brand Annual Solicitation Tool) Tool to collect your 2009 retail prices
MARS Tool and analysis tool for setting rates

The procedure used by the Customer Information System to dynamically

merge profiles coming in from the hotels with profiles already in this system.
CIS attempts to match an incoming profile with ones stored in the central
database. If it finds a probable match, it looks to see how good the match is.
Match & Merge If it is very good, the two profiles will automatically merge together. If it is a
very poor match, a new profile will be created. If the match is reasonably
good, the profile needs manual intervention and the profile stages for a
database agent to review and process.

(Maximum Length of Stay) Example of a restriction that can be placed on a

rate in either Hilstar or on the Rate Availability Table in Fidelio (Non Yield
MAXLOS hotels). It will prevent the guest from booking a stay longer than the number
of days selected.

(Management By Walking Around) Daily management walkabout giving on-

MBWA the-spot feedback.

MEA Middle East & Africa Hilton Organisation

Hotel supplies net rate to 3rd party online distributor, rate typically below
Merchant Model published rate. 3rd party adds a markup. The customer pays the 3rd party
online distributor. Hilton is then paid the net rate value.

(Most Favoured Nation agreement). The ability to agree a favourable

MFN commercial term.

MIC Management Incentive scheme, normally given to GM and 4D’s only.

MICE Meetings, Incentives, Convetions & Exhibitions

Micros The name of the Food & Beverage point of sales system.

(Management Information System) It relates to an IT system that collects

and/or manages a database of information, allowing a user to interrogate
MIS and report off the data. The intended audience of those reports can be any
level in the organisation from Management to Front Line.

MKT Market Category - Corporate Marketing Promotions

(Minimum Length Of Stay) Example of a restriction that can be placed on a

rate or room type in either HILSTAR or on the Rate Availability Table in
MLOS Fidelio (Non Yield hotels). It will prevent the guest from booking a stay
shorter than the number of days selected.

(Meeting Planner Bonus Programme) This tool is linked to Hilton HHoners

and was created to provide hotels with competitive offers for meeting event
MPBP/ MPP planners and to give these customers an additional reason to select events.
MPP incorporates HHoners unique selling proposition, the ability to earn
both points and miles for the same stay or event.

A hotel that sells their bedrooms in more than one currency, not just the
Multi-Currency Hotel hotel’s base currency. This is usually done when the local currency
fluctuates too much in value.

A mystery customer carries out a test group booking each month to measure
Mystery Shopper group sales call performance. This is used to assess how well we sell our
meeting space and how efficient we reply to any single enquiry

HHonors Gold and Diamond guests can now choose their prefered option
out of the three different options in Hilton, DoubleTree and Conrad Hotels &
Resorts worldwide.
1.Upgrade to Executive Floor or to the next best available room type
MyWay (does not include suites, villas or specialty accommodations) subject to
availability at the time of check-in.
OR
2.1,000 HHonors bonus points per stay
This is in addition to the usual Base and Bonus points earned for the
(HiltonHHonors.com/MyWay) stay OR
3.Complimentary High-speed internet access
Each day At hotels that offer complimentary access guests will
receive access to higher speed access, if available, at no cost.
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N-O
Words Definitions

National Corporate Rate Rates agreed at two or more hotels

NBTA National Business Travel Associations (in USA)

Program used to update and change room and rate availability restrictions in
NetRez the inventory screens of HILSTAR. This program has been re-placed by
OnQ Rate and Inventory.

(Non Last Room Availability) This contract terms is most preferred as it

NLRA allows hotels to restrict rates, based on hotel demand

NREV Market Segment - Non Revenue

NSO National Sales Office

OBRG Our Best Rates Guaranteed

(Occupancy) Number of rooms occupied in a hotel, excluding house use and

OCC complimentary rooms, as a percentage of the total capacity

ODC Occupancy Development Chart (monitor definite business on the books)

This is a database used by Pegasus, to display content of hotels in their

ODD distribution channels

OnQ R&I Rate and Inventory Management system, which was formerly named ResQ.

(OnQ Property Management) - Property Management is a component of

OnQ that provides intuitive customer service features to hotel team
OnQ PM members - enabling them to create a more personalized experience for our
guests

OHP Overhead Projector

A period of time in which users should feedback any amendments, queries

Open Session or additions.

Customer buys a hotel room category in a geographic area without knowing

Opaque Model the hotel. The hotel is only showing on completion credit card purchase.

OPS Operations

Ops VP Operational Vice President

Central Accounting System used for all UK & Ireland accounts including all
Oracle hotels back office function, general, ledger and accounts payable.

Our people guide A guidance manual to support recruitment and career development.

The values that we operate in relation to our people / employees that help us
Our values to deliver our mission.

Payment made to an agent once an agreed level of production has been

Override achieved.

OeX Operational Excellence

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P
Words Definitions
P&L Profit and Loss

Customer buys a multiple component product such as air, hotel, and car
Packaging Model hire. Hotel element is net rate and not disclosed to the consumer.

(Postal Address Files) Software that validates a customer’s address

PAF information against a postal address database.

If we open a rate on our distribution channels, we must open the

Parity corresponding rate with the online distributor.

Park and Fly Package rate for airport properties

(Price Quality Matrix) Commercial tool that assist the hotels in setting the
PQM optimal transient prices, compared to the competitive set, in relation to
perceived quality of the hotels

‘Dummy’ accounts in Fidelio designed to handle group and C&B billing –

Paymaster such that revenue for each group member / delegate can be collectively
billed into one account.

(Profit before Interest and Tax) Gross Operating Profit less the non-
PBIT operating expenses i.e. Rates, depreciation and insurance.

(Pseudo City Codes) All travel agencies have their own specific Pseudo City
PCC Code used for booking via GDS’s.

(Personal Development Objective) Personal goals set for the individual, by

PDO the individual, to develop their skills and help grow the business.

(Performance and Development Review) Annual appraisal designed for

PDR Department Managers and above.

Pegasus Booking Engine

Market Category - Permanent

PERM Market Segment - Permanent

(Peer Hotel Availability Status Extract Report) provided by an external

PHASER company. (Travel Click) This tool extracts data from the GDS and CRS
system and makes this information easy comparable for the hotel.

(Property Interface) An application running on a stand alone PC at each

hotel. It is linked to the hotel’s Property Management System and is
PI responsible for the flow of profiles and stay records to and from the Central
Interface.

(Property Information Manager) OnQ PiM is the single source for activities
PIM management, and data related to a property.

Pipeline Business Future Business on the Books.

A department within Hilton Direct focussing primarily on referrals from direct

Placement Team business.

(Property Management System) The technical name for the Front Office
PMS system installed in all hotels. It is often referred to as ‘Fidelio’. (Fidelio being
the brand name)

A form that accompanies all training programme joining instructions,

Pre / Post Course Briefing completed by the delegate and their manager prior to and after attending a
course to ensure shared expectations and follow-up support.

(Personalised/Private Online Group) Customised online booking tool for

POG groups

(Paid Search Marketing/ Pay per click) Space where adverts can be
PPC displayed by purchasing relevant keywords, and it is based on a pay-per-
click (PPC) model

The use of advertising techniques that creates or overlays links or banners

Predatory Advertising on websites, spawns browser windows, or utilises any other methods to
generate traffic from a Hilton website to on online distributors website.

Rates offered to selected agents based on volume, distribution and

Preferred Rates marketing. Must be signed off by the Vice President.

Price parity Pricing structure, which provides all online distributors with the same price.

Priority Club Local Bookers Club – “ points mean prices”

A profile is created when a guest makes a reservation at a hotel. It contains

all information pertaining to that guest including name, address, telephone
Profile number and preferences. There are various types of profiles created for
different types of guests. They are Direct Guests, Company, Travel Agent,
Group and Source. (See also Stay Record)

The distribution of changes made to profiles in the Customer Information

Profile Broadcast System to all subscribed hotels. (See Subscriptions)

System that catches items from other servers to speed up access. On the
Proxy Server Web, a proxy first attempts to find data locally, and if it’s not there, fetches it
from the remote server where the data resides permanently.

(Preferred Worldwide Corporate Rate) Corporate rate offered to consortia.

PWCR This rate has to offer a minimum of 10 % discount on the lowest rack rate
and is commissionable at 8 %.
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Q-R
Words Definitions
Quality Reservations Call – Individual reservations test calls, made amongst
QualiResa participating hotels in an area.

(Quality Assurance) Mystery Shopper who control each hotel once to twice
QA per year and establish a rapport
The highest published rate the hotel sells at
Rack

Code used by travel agents using General Distribution Systems to access to

Rate Access Code preferred corporate rates.

RDOM / RDM Regional Director of Marketing

RDOS Regional Director of Sales

RDR Regional Director of Revenue

RevMax (Revenue Maximisation) Hilton Hotels Upsell programme

Quarterly Regional Meeting attended by Regional Director of Sales with

Regional Sales Meeting Sales Managers from that area.

RevPar Revenue for available room

Revenue Proposal document/ process done annual (includes market, price,

RevPro/ RP competition, revenue, sales, marketing information / strategies)

Application within (also known as WinAI) that provides access to reservation

RezView functions. This program has been re-placed by HORIZON.

(Request For Proposal) Delivery / communication of preliminary events

RFP information that is sufficient in detail that a hotel / property can make a
quotation for the event.

RO Room Only

(Return on Investment) The amount of money made as a result of some

ROI capital expenditure.

(Return on Programme Participation) This is calculated as (Revenue-

ROPP spend)/spend

RPM Hilton Hhonors Regional Programme Manager

Total accommodation revenue divided by the total rooms available, a

RevPAR/ Rooms Yield measure which indicates how effective we are at selling accommodation.

(Regional Sales Office) Based in the UK. They focus on the local business
RSO market and ensure long-term customer relationships within the region. They
drive business within the UK and outbound.

REAM Real Estate Asset Management

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S
Words Definitions
Sales activity with a focus to reach a high number of (prospect) accounts in
Sales Blitz a specific area

Global Distribution System used by American Airlines This system

SABRE dominates the market in the US. Approximately 124,000 terminals
worldwide.

Measurement tool for sales teams with the ability to track the ‘Actual’
revenue and room nights for all market segments and types of business
from Groups to Corporate Individuals, for all our accounts. This will replace
Sales Matrix the existing funding mechanism of the Blue Book to accurately charge hotels
for the business they receive from each International Sales Office. For the
first phase of this project, the tool will be placed in the International Sales
Offices around the world.

Sales Objectives Personal goals and targets.

Sales Reviews Hotel based Hotel performance and objective review for Sales Manager.
(Satisfaction and Loyalty Tracking)

SALT is the survey tool used by Hilton to measure and track guest loyalty,

satisfaction and their overall experience.This survey gives a

good indication on the service performance areas (check-in/out,
restaurants…) and the key performance areas such as value for money,
SALT likelihood of recommending, responses to problems during guests’ stay
Surveys
are sent via email to guests who have recently stayed at a hotel and the
results of the surveys generate the SALT
scores. The ranking scale is from 1 to 10 with 10 being the highest.

(Sales & Marketing Business Analysis) A system that enables us to monitor

SAMBA and analysebusiness performance using data from the Customer
Information System.

SAP Sales Action Plan.

Special promotional rates to increase Leisure Business used predominantly

Seasonal campaigns during low demand periods.

Secondary Rates Rates offered to agents with low volume production.

Managing your rates / room type inventory based on demand levels and
Selling Strategy taking into account past, present and future market conditions.

(Sales Executive) Implements tactical approaches to maintain customer

SE contact with existing and new clients.

(Natural Search Marketing) Results that are served by a search engine (i.e.
SEO Google) and that are believed to be most accurate result to what the user
has searched for. You cannot pay to be featured in that list

The tactical positioning of a room/rate combination (i.e exec room at

Shelf Stacking corporate rate) in relation to other room/rate combinations displayed in a
distribution channel.

Ensuring the same rate and availability restrictions apply in all channels.
Single Image Inventory This will ensure that guests will get access to the same rates and availability
irrespective of the channel they are ‘shopping’ in.

SMART Specific, Measurable, Achievable, Realistic, Time bound.

Market Category - S.M.E.R.F. Social - Military - Educational - Religious -

SMRF Fraternal

(Sold out) No more rooms available. The hotel is full and not able to
SO overbook any further.

SOB (Source Of Business) Geograpic location of the booker

(Sarbanes-Oxley)
As a result of Hilton International becoming part of the Hilton Corporation
organisation and structure, we are required to be fully compliant with
Sarbanes-Oxley regulations - both for IT, as well as Finance.
Globally, Hilton Regional Controllers will be conducting SOX audits at every
SOX hotel once per year. A number of hotels will also be selected at random to
be audited by our 'external' auditors (Protiviti) and it is this audit that will be
used to demonstrate to the US authorities that, as a company, Hilton is SOX
compliant.

SPIN Situation, Problem, Implication, Need.

(Special Rate Plan) Term used in HILSTAR to describe the code allocated to
SRP different rates and programs loaded into the system.

When a profile or stay record has been received by the Customer

Information System, it is checked for accuracy. If something is incorrect,
Staged Profiles / Stay Records e.g., an unrecognised code, CIS stores it for manual processing. The record
is then said to be ‘Staged’.

Contains all the details of a guest’s stay. This includes hotel stayed at,
arrival and departure dates, numbers of guests and revenue details. The
stay record is linked to one or more profiles. For instance, if a guest stays at
Stay Record a hotel and its company is paying the account, there will be a Direct Guest
and a Company Profile linked to the stay record. If the same guest had
booked through a HRW (Hilton Reservations Worldwide) office, a Source
Profile would also be linked to the stay. (See also profile)

STD Standard Room Types – used in the Pricing Grid

STR (Smith Travel Research) Fair Market Share analysis tool

When a hotel looks up a profile in the Customer Information System, a

Subscription subscription to that hotel is then formed. If a guest stays in a lot of hotels
worldwide, there can be many subscriptions in his profile.

(Strengths, Weaknesses, Opportunities, Threats) Marketing instrument used

SWOT to make an internal and external analysis.
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T
Words Definitions

T&E Travel and Entertainment

TA Travel Agent

Talkback Annual UK Staff opinion survey

(Travel Agency Processing) It is an additional program to the Fidelio Front

office system to assist revenue and/or accounting department in correct
calculating, controlling, and processing commissions based on Room
TAP Sales.This will ensure that the revenue and accounting department
communicate efficiently and commissions are paid promptly without queries
from the travel agents

Departmental communication meetings held a minimum of once a month to

Team Meeting discuss any issues, forthcoming events, action plans etc.

A corporate account that does not have a written contract with Hilton, and is
Tender Account producing under 50 room nights per annum. (hotel specific)

(Tracking Focus Form) A sheet drawn up every 4-6 weeks indicating training
TFF activity / focus off as the action is completed.

THAMES The Hilton Account Management Effectiveness System

TMTP Team member travel program

TO Tour Operator

TOUR Market Category - Group Tour

Management Information System designed to support Yield decisions.

Through extracting information from our Property Management System, this
Track and Trend excel based tool provides trending information in a graphical or tabular
format. It helps us manage the business.

Visual record and tracking system of Brands Standards training which has
Traffic Light Training been carried out and when competence had been assessed.

Trigger Files A guide to all Training & Development programs currently in the business.
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U-V-W-Y
Words Definitions

UPG Upgrade

USP Unique Selling Proposition

Revenue management system that will optimise our yield management

V5i (IDeaS) approach and drive important incremental revenue and profit

VIP Very Important Person

VP Vice President

(Virtual Private Network) A method of connecting to the Wide Area Network

VPN using the ISDN line rather then the normal router method.

(Wide Area Network) A method of connection between hotels and Maple

WAN Court that enables fast two-way transmission of data.

WH Wholesaler

The 3rd party online distributors do not operate their own hotel-booking
White Label engine for reservations. Another 3rd party online distributor manages this
without revealing the 3rd party online distributor’s brand name.

WIN (What’s Important Now) HUKI’s focus.

Windows Agent Interface – has been replaced by HORIZON, formerly also

WinAI known as RezView.

Global Distribution System used by Delta and North West Airlines mainly
WORLDSPAN used in the US. Approximately 50,000 terminals worldwide.

(World Travel Market) Largest travel and tourism exhibition in the UK

WTM attracting companies from all over the world.

(Wish Want Walk) The negotiation parameters set for an account prior to
sales meeting with customer. Walk rate is the point that we will not go below,
WWW the point at which we say no to the business. Wish rate is what we would
really like to achieve.

Room occupancy multiplied by the average achieved room rate. Also known
Yield (rooms) as RevPAR.

Benchmark rates are used by the yield system to position rate codes into
rate buckets and to ‘populate’ historical and future reservation transactions
based on the value of the rate paid in each transaction as a % off the
Yield Benchmark Rates Benchmark Rate for the appropriate room type.These rates should be
thought of as a point from which all discounted rates in the hotel are
calculated. These rates are the rack rate per room type

YM Yield Manager

The margin by which we exceed the RevPAR / Yield that our competitors
Yield Premium achieve. This may be expressed either in currency or more usually as a
percentage.

Making sure that rooms are sold at the right time, at the right price, to the
Yield Revenue Management right customer to optimise profit for the hotel.