Moving your hotel to an automated, online integrated system is a big step.
Property Management System (PMS)
The application used by the hotel to control onsite property activities such as check in/out, folios, guest profiles, room status, requests, etc. PMSs can have interfaces between other applications such as the hotel point-of-sale (POS) or central reservations system (CRS)
Central Reservation System (CRS)
The application used to manage a hotel’s distribution and hotel room bookings. Typically will be used to reach guests via multiple distribution channels such as travel agencies (via GDS), online travel agencies (such as Expedia, Orbitz, Travelocity, Priceline and others), direct to the hotel website, and telephone (either via call center, direct to property or both).
GDS (Global Distribution System)
Reaches 300,000+ IATA registered travel agents powered by four networks: Sabre, Amadeus, Worldspan and Galileo. Agents use one of these systems to book airline, car, hotel and other travel arrangements for their customers. OTAs also use one or more GDS to power some or all of their content on their site. Partner hotels easily keep up-to-date GDS / ODD room inventory and rates, and any travel agent or online customer can retrieve real time rates and room inventory and book instantly via GDS and ODD networks. Alternatively, Pegasus ODD (Online Distribution Database) connects 100’s of Internet travel portals or OTA’s (online travel agents) such as Orbitz, TravelNow, Expedia, and Hotwire.
Online Travel Agencies (OTA)
Websites offering comprehensive travel shopping and Reservations Solutions to consumers. Examples include Expedia, Orbitz, Travelocity, Priceline, and many local and regional sites.
A travel website that assists customers in gathering travel information, posting reviews and opinions of travel-related content and engaging in interactive travel forums.
TripAdvisor was an early adopter of user-generated content. The website services are free to users, who provide most of the content, and the website is supported by an advertising business model. Other popular review sites are IgoUgo,
The strategy that all distribution channels of a hotel should reflect the same rate for the same conditions for a particular room type. Rate parity strengthens customer loyalty and encourages guests to book directly with the hotel where terms/policies may be more flexible, given the same pricing as in other channels.
Smart Hotel Website
A collection of well-designed web pages that communicate the essence of the hotel –online. Used as the focal point for guest information and holding the Web Booking Engine (WBE), it is the core of a hotel’s online presence. Smart websites pull in visitors through search engine marketing (SEO) that book directly with the hotel, potentially reducing commissions to OTAs and GDS channels.
Web Booking Engine (WBE)
An application residing on a hotel’s website, which allows prospective guests to shop for rooms and complete reservations.
A domain name is simply a website address, e.g. www.mycompany.com is a domain name. This is also sometimes called a URL.
The process of analyzing visitor activity on a website. Web analytics also includes the measurement of metrics to determine site effectiveness.
The process of increasing the amount of visitors to website or page by ranking high in the search results of a search engine. The higher a Website ranks in the results of a search, the greater the chance that that site will be visited by a user. SEO helps to ensure that a site is accessible to a search engine and improves the chances that the site will be found by the search engine users.
Balanced Distribution Strategy
Determining when and through what channels to sell rooms based upon the cost of acquisition of the individual channel. By driving business to lower cost acquisition channels during high demand periods, hotels can maximize their profitability.
“Fill” measure of a hotel calculated by dividing the total number of rooms occupied by the total number of rooms available times 100, e.g. 75% occupancy.
Return On Investment is the measurement of costs minus income for a particular investment item.
The people who pay your salary. Your customer, the reason you do what you do.