Pearson New International Edition International pcl tp indd 1

Service recovery
Sequence of steps used by hotel staff to address guest complaints and
problems in a manner that yields a win–win situation for both the guest and the property.
Settlement (account)
Collection of a payment for an outstanding account balance.
Settlement may involve the guest paying cash or charging the account balance to a valid
payment card or another hotel-approved account.
Share with (room rate)
Room rate that is split between (shared with) more than one room
occupant.
Shared room assignment
Placement of two or more unrelated individual guests into the
same sleeping room.
Shift
Eight-hour period of time. In the hotel business, the most common shifts are 7:00
a.m. to 3:00 p.m., 3:00 p.m. to 11:00 p.m., and 11:00 p.m. to 7:00 a.m. (sometimes
referred to as night audit or graveyard shift).
Short
Situation in which cashiers have less money in their cash drawer than the official
revenue records indicate. A cashier with $10 less in the cash drawer than the PMS record
indicates is said to be $10 short.
Shoulder date
Hotel term for a day, or even a season, between two busier time periods. For
example, in a specific hotel, Thursday may be a slower shoulder date between the busy week-
days (Monday, Tuesday, and Wednesday) and the busy weekends (Friday and Saturday).