Pearson New International Edition International pcl tp indd 1

Operating budget
Financial plan that estimates the amount of revenue to be generated,
the expenses to be incurred, and the amount of profit, if any, to be realized.
Operating costs
Costs directly incurred to generate revenue; these costs vary by the amount
of revenue (business volume) and are usually within control of the department manager.
Organization chart
Diagram depicting the departments in an organization along with
(usually) the management and nonmanagement positions within each department.
Organizational culture
Pattern of shared beliefs and values that affect norms of behavior
and that significantly influence the behavior of the organization’s members.
Orientation
Process of providing basic information about the hotel that should be known
by all of its employees.
Out of order (OOO)
Room that is unrentable for reasons other than routine cleaning. The
industry standard notation for this room is OOO.
Over
Situation in which cashiers have more money in their cash drawer than the official
revenue records indicate. A cashier with $10 more in the cash drawer than the PMS
record indicates is said to be $10 over.
Overbooking
Situation in which the hotel has more guest reservations for rooms than it
has rooms available to lodge those guests. Sometimes referred to as oversold.
Overbuilt
Condition that exists when there are too many hotel guestrooms available for
the number of travelers wanting to rent them.