Pearson New International Edition International pcl tp indd 1

Traditional time
Military time
6:00 a.m.
06:00
6:30 a.m.
06:30
10:00 p.m.
22:00
10:45 p.m.
22:45
Mislaid property
Personal property that has been purposefully placed somewhere but is
then forgotten about by the rightful owner.
Mission statement
More focused picture of what the hospitality operation wants to do and
how it will do it.
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MLOS (minimum length of stay)
Designation that instructs reservationists to decline a
reservation request from any guest who will not reserve a room for the minimum number
of days allowed as predetermined by the hotel.
Modified American Plan (MAP)
Special rate that includes a specifically identified guest
meal (typically one per day—often breakfast).
Moment of truth
Any (and every) time a guest has an opportunity to form an impression
about the hospitality organization. Moments of truth can be positive or negative and may,
but do not have to, involve the property’s staff members.
Motivate
Process of appealing to a person’s inner drive to attain a goal.
Move/add/change
Process of reconfiguring or reprogramming a call accounting system to,
for example, move an extension from one location to another, add an additional extension,
or change a line from one that posts charges for use to one that does not.
Multitasking
Productivity improvement tactic in which an employee does more than one
thing at the same time. For example, an employee may read a letter while on hold, awaiting
the beginning of a conference call.