Pearson New International Edition International pcl tp indd 1

Yield management
Demand forecasting system designed to maximize revenue by holding
room rates high during times of high guestroom demand and by decreasing room rates
during times of lower guestroom demand.
YTD (year to date)
Numbers that include all relevant data for the current year. For example,
a YTD ADR of $95 indicates a cumulative average ADR of $95 to this point in the
current year.
Z report
Term commonly used to indicate the total revenue generated during an entire
time period—typically one day. Producing a Z report includes resetting the continuous
total feature of a point-of-sale or other electronic register system to zero to begin recording
the next period’s revenues.
Zero defects
Goal of no guest-related complaints that is established when guest service
processes are implemented.
GLOSSARY
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Chapter Outline
LODGING AS PART OF THE TRAVEL AND TOURISM/
HOSPITALITY INDUSTRY