Pearson New International Edition International pcl tp indd 1

Punitive damages
Monetary amount assessed to punish liable parties and serve as an
example to the liable party as well as others not to commit the wrongful act in the future.
Qualifying
Process of asking questions of guests to obtain answers that will better help the
hotel salesperson meet the guest’s reservations needs. For example, a front desk agent
might ask, “Would you prefer one bed or two?”
GLOSSARY
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GLOSSARY
Quality
Consistent delivery of products and services according to expected standards.
Rack rate
Price at which a hotel sells its rooms when no discounts of any kind are offered
to the guest. Often shortened to rack.
Rate (corporate)
Special rate offered to individual business travelers.
Rate (government)
Special rate offered to the employees of local, state, or federal governments.
Rate (group)
Special rate offered to a hotel’s large-volume guestroom purchasers.
Rate (package)
Special rate that allows a guest to pay one price for all of the features and
amenities included in the package.
Rate (seasonal)
Increase (or decrease) in rack rate based on the dates when the room is
rented. For example, a beachfront hotel may have a seasonal rate offered in the summer
with a lower “winter” rate offered in the off-season.