Pearson New International Edition International pcl tp indd 1

Mystery shopper services
Method of product and service evaluation in which a person
poses as a guest, experiences the products and services provided, and reports on the
perceived quality of products and services received during the visit.
Name recognition
Ability of guests or potential guests to remember and associate with a
hotel’s (or restaurant’s) name.
Negligence
Doing something that a reasonable person would not do, or failing to do
something that a reasonable person would have done, in the same situation.
Negotiated rate
Special room rate offered for a fixed period of time to a specific hotel
client. Used as in, “What is the negotiated rate we should offer to Wal-Mart employees
next year?”