Pearson New International Edition International pcl tp indd 1

Maintenance request form
Form used to initiate and document a request for maintenance.
Management company
Organization that operates one or more hotels for a fee. Sometimes
called a contract company or a contract management company.
Manager
Staff member who directs the work of supervisors.
Manager’s Daily
Summary of a hotel’s daily revenue generation that can include additional
operating data as requested by the manager.
Market code
Guest types differentiated by sales source. Typical market codes include tran-
sient and group.
Market segmentation
Efforts to focus on a highly defined (smaller) group of travelers.
Market share
Percentage of a total market (typically in dollars spent) captured by an
industry segment or property.
Marketing plan
Calendar of specific activities designed to meet the operation’s revenue goals.
Master bill
Single folio (bill) established for a group that includes specifically agreed-upon
group charges. Sometimes called a group folio or group bill. Used as in, “our group will pay
for room and tax on the master bill, but any room service charges are the responsibility of
individual group members.”
Merchant model
Internet sales method in which hotels sell or commit rooms to operators
of Web sites. These sites, in turn, allow consumers to enter requested location and arrival
dates; consumers are presented with a choice of specific hotels and associated rates available
for immediate purchase on the Web site.