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343 Cards in this Set
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convention
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a meeeting of delegates for action on a particual matter. Usually involves a general session and supplementary smaller meetings. Conventions are produced with and without exhibits
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trade show
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an exhibition with displays, generally held within a trade industry or discipline. May be independent or conjunction with a convention. Not open to the general public.
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all suite hotels
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a hotel that features rooms larger than typical guest rooms, with a living or working space
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conference centers
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a property specifically desiged to handle group meetings. Conference centers are often located outside metropolitan areas and may provide extensive leisure facilities.
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complete meeting package
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an all inclusive pricing plan offered at conference centers
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globalization
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an international consolidation of big business and the growing trend for coutries to allow free transfer of goods and services across the national boundaries
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second-tier cities
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smaller cities and suburbs of major citites that offer the meeting planner an attractive location and at the same time provide less costly accommodations and transportation
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destination management companies
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professional management companies specializing in the design and delivery of convention events, activites, tours, staffing, and transportation, utilzing local knowledge, expertise, and resources
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professional congress organizer
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european term for Destination Management Company. Local supplier who can arrange, amanage and/or plan any function or service an event
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marketing
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the practice of combining, blending, integrating and controlling the factors that influence sales
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sales
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direct efforts through face to face calls, telephone calls and mailings
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marketing mix
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the combination of the four "Ps" of marketing--product, price, place and promotion--used to achieve marketing objectives for a target market
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marketing plan
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a written guide detailing sales, advertising and promotion programs used to attract business to the property's revenue centers
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revenue centers
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a hotel division or departement that sells products or services to guests, therby directly generating revenue for the hotel. Also called "PROFIT CENTERS"; these may include food and beverage outlets, room service, retail stores, recreational facilites and other services.such as laudry servies and valet parking.
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property analysis
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an evaluation of a business' facilites, services, and programs to determine strengths and weaknesses. Part of the market reserach step
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business status and trends summaries
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reports that assess the property's current position in the marketplace by examining the property's sales history and current guest base. Part of the property analysis
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business units
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the variety or mixture of guests who stay at a property. also called "CUSTOMER MIX"
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customer research
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marketing research aimed at providing a profile of present and future guests
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geograpic orgin study
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reserach identifying key feeder cities and the zip codes from which guest are generated. part of the business status and trends summaries
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competitive set
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a group of properties that are the most important competition for a hotel in a given market
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competition analysis
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an evaluation of competition in order to indentify their strengths and weaknesses in comparision to your own. part of the market research step
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marketplace analysis
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an evaluation of the enviroment in which the property operates. assesses both opportunites and problems in the marketplace, and determines how they impact the property. part of the market reaserach step
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target markets
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Market segments that a property singles out as having the greatest potential, and toward which marketing activities are directed.
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segment profitability
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The profitability of a particular type of consumer or market segment. Determined by analyzing the revenues generated through the sale of products and services to that type of consumer or segment.
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positioning
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A strategy to develop the product and service as distinct in the minds of consumers. Positioning attempts to distinguish a firm from any of its competitors.
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action plans
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The specific steps taken to achieve marketing objectives
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zero-based budgeting
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A budget that starts at zero and requires planners to justify expenditures for each activity. The process of building a budget without the benefit of a previous year's budget.
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relationship marketing
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Marketing that views customers as assets and emphasizes retaining customers by nurturing and sustaining relationships with them.
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regional sales office
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Sales offices for chain properties that are located in places other than the property. Help promote and sell individual properties.
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independant hotel respresentative
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An individual or firm that acts as an addition to the hotel's internal sales staff.
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standard operating procedures (SOPs)
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Written instructions explaining how business activities should be handled.
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key account management
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Prioritizing of accounts based upon their individual profit potential.
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reader file
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A file containing copies of internal and external correspondence generated by a salesperson. Useful for reviewing the performance of the sales staff.
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master card
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An index card that contains a summary of everything needed for a sales effort, including the organization's name, the decision maker(s), key contacts, addresses, telephone numbers, and so on. Cards may be color coded to accent key factors. Many properties today use the computerized version of the master card.
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account file
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A standardized folder holding the information needed to serve a client.
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tickler file
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A follow-up file used to remind salespeople of correspondence, telephone calls, sales calls or other business activities that must be handled on a particular day. A computerized version is commonly used by today's hotel salespeople.
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function book
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Master control of all banquet space, broken down on each page or screen by banquet rooms, with a page or screen for each day of the year.
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double bookings
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Reserving space for two groups to use the same space at the same time; neither can be fully accommodated as contracted.
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guestrooms control book
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A book or computer screen used to monitor sleeping room allocations to groups.
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option
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Meeting space or guestrooms that are reserved by the meeting group but not yet under contract. A hotel extends a right of first refusal to either confirm or release the space if there is demand from another group.
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working file
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A file set up as soon as a booking is definite, containing information relevant to the event.
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database marketing
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The process of using guest folios, registration cards and group history of meeting planners to develop relationships and dialogue with customers.
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yield management
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A technique used to maximize the revenue/profit of the hotel by basing prices for guestrooms and banquet space on supply and demand.
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revenue management
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The practice of assessing a group's overall profitability on the property's bottom line. Not only is the group's impact on guestrooms and meeting space revenues assessed, but also its spending in other areas (from restaurants to retail) as well as its potential for future business.
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association
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a group of people jointed together for a common purpose
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general session
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The main meeting attended by the majority of the association members. Also called 'plenary session'.
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breakout sessions
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Small group sessions within the meeting, formed to discuss specific topics.
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concurrent sessions
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Meeting sessions on different topics scheduled at the same time.
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lead time
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the time between teh booking and the actual meeting date
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site inspections
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Tour of the property conducted by representatives of the association or corporation in order to determine whether the hotel is suitable to host the meeting/event.
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association managemtn companies
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Firms that function as the executive and office staff for a number of associations
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association bid
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A regional chapter requests the honor of hosting a national convention.
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local host
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A group of local people who carry out the strategies and policies established for the organization of an event held in their geographic area. Also called an 'organizing committee'.
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sales meeting
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Often a meeting dealing with such company objectives as product introduction, sales policies, company goals, discussion of sales techniques, or to boost morale.
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dealer meetings
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Meetings held on a regional and national basis for dealers and distributors. Usually held to introduce new sales and advertising campaigns and new products.
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professional/technical meetings
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Meetings held in order to update the company's technical personnel. Usually take the form of seminars/workshops.
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management meetings
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Relatively small meetings consisting of top management. Often request upgraded accommodations and services.
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training meetings
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Meetings held to update personnel in new company policies, methods or procedures. Usually fairly small in size.
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stockholder/public meetings
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Meetings for non-employees.
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incentive meetings
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Meetings held during incentive trips given to employees, distributors and dealers as a reward for top performance.
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third party meeting planners
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outside individuals or firms who handle meeting planning for companies. services may include side seletion, negotiations, and assisting in all phases of staging the meeting
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account penetration
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the process of determining new sources of business within an organization
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SMERF groups
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an acronynm for the nonprofit organization market segment made up of social, military, educations, religious and fraternal groups
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fraternal organizations
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groups in which membership is based on common personal interests rather than on common work or responsibilites
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per diem
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The fixed amount of money given to government representatives for each day of travel away from home. Government employees have a fixed amount of money that they can spend per day on food, beverage and lodging.
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incentive travel
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Travel financed by businesses as an employee or dealer reward for outstanding performance.
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incentive travel houses
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Full-time professional travel companies that make arrangements for companies that wish to offer incentive trips. Usually represent several different firms.
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poster sessions
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Display of reports and papers, usually scientific, accompanied by their authors or researchers. Can also refer to a session dedicated to the discussion of posters shown inside the meeting area. When this discussion is not held in a special session, it can take place directly between the person presenting the poster and interested delegates.
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property fact book
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A summary of what a lodging property has to offer, including: numbers and types of guestrooms; room rates; booking policies; food service available, including menus, seating capacities and hours of operation; descriptions, layouts and capacities of meeting and banquet facilities; recreational facilities and area amenities. The property fact book is used as a tool for salespeople, enabling them to translate the property's features into benefits.
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cold calls
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A fact-finding call on a prospect with whom there has been little or no previous contact; often made without a definite appointment. Sometimes referred to as "canvassing".
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appointment calls
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A prearranged appointment with a prospect to introduce the features and benefits offered by a property. During this visit, the salesperson may or may not attempt to close the sale.
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presentation book
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Sometimes called a "sales kit", this sales tool provides detailed information on a property's facilities and services. Materials should include floor plans, photographs of rooms and creative banquets, sample menus, complimentary letters from satisfied guests and favorable press comments. In some cases, special presentation books are prepared as handouts for meeting planners visiting the property on fam tours.
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close ended questions
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A question requiring a specific answer that often can be given in just a few words.
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open ended questions
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A question that gives a prospect the opportunity to express his or her feelings and knowledge.
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trial closes
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A statement or question posed by the salesperson during a sales presentation that seeks to evoke a positive response from the client
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major close
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A question or statement at the end of a sales presentation that asks for a definite commitment on the prospect's part.
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call report
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A document, usually resulting from some personal contact, that provides general information about an account (address, contact person, etc.) as well as remarks on the needs of the group and any action steps that can be taken to sell the hotel's products and services to the group.
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telemarketing
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The systematic use of the telephone for marketing or sales purposes
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sales blitz
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Concentrated canvassing by several sales representatives of a selected geographic area over a specific time period in order to gather information on potential leads.
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room taxes
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Tax placed on hotel/motel room rentals. Generally all or part of the revenues generated from these taxes are used to finance the operation of convention facilities. Also called a "bed tax" or "occupancy tax".
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destination marketing
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Promotion of a particular location as a meeting site and/or tourist attraction.
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convention lead form
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Information sheet used by convention and visitors bureaus to circulate announcements about meetings to hotels, destination management companies and other potential suppliers.
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site inspection tour
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Prospective customers visit the property and are given a tour that showcases such features as guestrooms, meeting facilities, food and beverage facilities, recreational amenities and other property services, such as valet parking, shuttle service and other services that may give the property an edge in the site selection process.
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familiarizatin (fam) tours
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Free or reduced-rate trip given to meeting planners, travel agents, travel writers and other sources of potential business to acquaint them with a property or destination, and to stimulate the booking of an event.
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print advertising
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Advertising appearing in print in such media as newspapers, magazines, and directories.
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trade magizines
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A publication, such as Insurance Conference Planner, that targets a specific industry or profession.
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headline
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The most prominent part of a print advertisement. Used to get attention, it usually promotes a promise or benefit.
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body copy
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The main text of an ad.
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logo
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A unique trademark, name, symbol, signature or device used to identify a company or other organization. Used in advertising, for promotion and for image building.
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email
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Electronic mail messages sent via computer.
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permission marketing
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An e-mail marketing campaign in which messages are sent only to those who have requested (opted-in) to receive specific types of information.
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fax on demand
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A function that provides an immediate response to information requests via fax transmission. In most cases, information is requested through a toll-free number.
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broadcast fax
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A function that transmits fax messages to a large number of pre-selected recipients.
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collateral material
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Supplementary advertising materials, including brochures, tent cards, key rings, matchbooks, postcards, and video brochures.
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CD-ROMs
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A read-only-memory compact disk used to hold data, including printed text and graphic images. Can hold many times the data on a traditional floppy disk.
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specialty items
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Supplementary advertising items, such as coffee cups, t-shirts, beach towels, and so on, that bear the name of the business and other advertising and contact information. Also called "premiums".
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direct mail advertising
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Advertising sent via mail to prospects' residences or places of business. Contains copy to motivate the reader to purchase a product or utilize a service and usually includes a means to respond.
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mailing list
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A collection of names and addresses of past and potential customers to which mailings are directed. Generally maintained on a computer.
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reach
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The percentage of different people or locations exposed to a media message at least once during a specified period of time.
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frequency
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The number of times advertising appears in print or on the air.
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timing
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In advertising, refers to the scheduling of ads.
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consistency
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In advertising, refers to the design of advertising messages for a similar look or sound to enhance audience recognition and greater cumulative impact.
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integrated marketing
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Marketing activities with a common focus on the marketplace or a specific customer segment. The execution of each individual component is consistent with, and supportive of, each of the other elements in the marketing plan.
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exchange trade advertising
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An arrangement in which the hotel exchanges rooms, meals, recreational amenities, etc. for advertising space or time. Also called "reciprocal advertising", "barter advertising" and "trade-out advertising".
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cooperative advertising
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A pooling of marketing dollars by several tourism businesses for promotional purposes in order to increase market impact and/or reduce costs.
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strategic partnerships
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Relationships between independent parties that agree to advertise cooperatively but sill retain their separate identities.
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public relations
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The systematic effort of a company to create a favorable image in the minds of various segments of the population.
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pbulicity
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One facet of public relations, it comprises the gratuitous mention or exposure a company receives from announcements, events, and press releases.
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press releases
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A prepared statement, usually one or two pages, released to the news media regarding a hotel, one of its products or services, an individual, or a special event. Designed to be newsworthy, can be "For immediate release" or prepared to be released at a specified time or date. Also called a "news release".
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press kit
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News releases, fact sheets, photographs, news clippings, and other materials, often attractively packaged, designed to give the news media background information about a property.
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customer's lifetime value
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The value of profits expected from a customer's future purchases. A corporation or association meeting planner who is satisfied and books several meetings with your property over his or her buying lifetime is more valuable than a one-time purchaser. If the satisfied customer refers other meeting planners, the value would be even greater.
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letter of agreement/contract
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Letter from the buyer accepting the proposal. No legal agreement/contract exists unless both parties have accepted the proposal.
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inquiry questioner
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Questionnaire requesting a post-convention critique from hotels used in the past by specific meeting groups.
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proposal letter
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A letter sent by the hotel before the letter of agreement or contract that spells out exactly what the customer will receive.
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request for proposal (RFP)
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Action initiated by the meeting planner for an offer or bid for hotel services.
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cut off date
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The designated date when the buyer (upon request) must release or add to their function room or guestroom commitment.
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arrival departure pattern
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Anticipated date and times of the arrival and departure of a meeting group's members.
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flow chart
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Indicates the arrival and departure pattern of the meeting participants.
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release date
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The date beyond which the hotel is free to rent the unused function space to other groups.
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gruop ceiling
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The maximum number of guestrooms that can be allocated to groups on a particular day. Sometimes referred to as the hotel's "group room allotment".
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plus plus
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Addition of taxes and service charges to the standard prices charged for food and beverage. Designated on a catering contract and a BEO by the notation "++."
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master account
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One folio for the group on which all charges are accumulated. Also called the "master folio".
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termination clause
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Contract clause that limits liability should the convention be prevented due to circumstances beyond either party's control. Sometimes referred to as an "Act of God clause" or a "force majeure clause". When a contract is terminated, neither party is considered in breach of the contract.
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cancellation clause
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Provision in the contract that specifies damages that apply for both parties should either party terminate the agreement. A cancellation is a breach of the contract.
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liquidation damage clause
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A contract clause that specifies in advance the exact amount of money parties agree to pay in the event of breach of contract.
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mitigation of damage clause
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A contract clause that requires parties to determine damages after the dates of the canceled event. Mitigated damages are actual damages.
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attrition clause
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Allows the hotel to impose a penalty if the actual guestrooms used are significantly less than the rooms blocked. Can also apply to food and beverage and meeting room rental.
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block
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The number of guestrooms reserved for a group.
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pick-up
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Number of guest rooms actually used out of a room block.
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slippage
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The number of guestrooms not used from the original reserved block.
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abrition
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The settling of a disagreement by the review and decision of an arbitrator rather than using the courts.
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indemnification clause
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Contract clause that specifies compensation for injury, loss or damage. Also referred to as a "hold harmless clause".
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direction of convention services
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oversees, trains and assists the convention staff in all phases of managing meeting accounts. Assigns meeting accounts to convention service managers, keeping the workload evenly distributed among staff. Generally reports to the director of sales/marketing, but at large properties may report directly to the general manager.
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convention service manager
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services meeting groups as assigned by director of convention services and is the primary contact for assigned groups. There are usually several convention service managers in a large hotel. A sample job description for this position is given in Exhibit 4.
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convention coordinator
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entry-level position in convention service department. Primary responsibility is to service small meeting groups and to assist convention service managers.
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floor manager
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responsible for servicing and setup of all meeting room and food and beverage functions. Oversees housepersons to ensure instructions from the specification and function sheets are carried out. At some properties, particularly smaller hotels, this position may be given the title of Banquet Set-up Manager.
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setup crew
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sometimes called Housepersons)—responsible for the physical setup of all meeting and banquet rooms.
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director of exhibit service
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works closely with the meeting group's trade show manager when the hotel's exhibition facilities are utilized. This position is only present in hotels with substantial dedicated exhibit space.
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function book coordinator
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the single person who records entries from the function book reservation forms, responsible for ensuring the accuracy of the function book. This individual works closely with the sales staff, catering, and the convention service manager(s).
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convention service secretary
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performs secretarial duties, including typing of correspondence, specification sheets and function sheets for the convention service department.
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account files
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A file that includes all correspondence, call reports and information used in selling the group. Prepared by the sales department, additional information, such as the contract, the meeting agenda, room block data and so on are added to the group's file if business is booked.
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sales to service turnover data sheet
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Prepared by the salesperson, this sheet summarizes key information from the account file (room block, meeting program, cut-off dates and so on) and is given to the convention service manager to assist in preparation of the working file.
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working file
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A file set up by the convention service manager after a booking is definite. This file initially contains information from the account file. As the service manager works with the meeting planner, additional information, such as the group's resume and banquet event orders, is added. At the conclusion of the event, the working file is broken down and appropriate materials are re-filed in the group's account file for future reference.
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letter of introduction
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Letter sent by the convention service manager to the meeting planner. Specifies whom the group will be dealing with while in the hotel.
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tracing
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Building a relationship with the client by using follow-up letters, telephone calls and personal contacts.
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reply cards
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A pre-printed, self-addressed card used for reservations for large conventions. Information on the card includes the name of the group, dates of meeting and room rates.
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rooming list
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A list of the names of attendees who will occupy the previously reserved accommodations. Submitted by the meeting planner, it is also called a "housing list".
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cutoff date
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The deadline for holding the number of guestrooms booked by a group (the last day a meeting attendee can buy a guestroom from the room block reserved for the meeting). Generally, hotels specify a date (also called a "reservation review date") 30 days before the first day of the meeting for the group to either guarantee, add to or release the guestrooms booked for the convention. Reservation requests made after the cutoff date may be accepted on a space-available basis, but late bookers may not be entitled to the group room rate.
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city wide
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- A convention which, because of its size or special requirements, requires accommodations at several hotels for its delegates.
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housing bureau
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Provided by a city's convention bureau, housing bureaus help place delegates into the city's hotels when large conventions are booked.
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third party housing providers
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A private company that is contracted to manage the housing of convention delegates.
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tally sheets
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A breakdown of each day's convention reservation and group movements. Also provides an arrival and departure flow schedule for each group. Also called a "housing report".
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reservation confirmations
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Written agreement by a facility to accept a request for accommodations. To be binding, the agreement must state the intent of the parties — the particular date, the type of accommodations and the number to be accommodated. Normally requires a credit card number.
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rack rate
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The standard rate established by a property for a particular category of room. May vary depending on the season.
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run of the house rate
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An agreed upon rate for all available rooms except suites. Generally priced at an average figure for group accommodations. Also called a "flat rate".
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split rate
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The pricing of group guestrooms based on different room types, such as regular guestrooms versus tower rooms.
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discounted rate
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The practice of marking down normal rates by a percentage or dollar amount as a concession to the group. Usually aimed at a specific type of client or offered at a particular time of the year. Also called a "spread rate".
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comp room
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Complimentary rooms; rooms that the hotel offers to a group at no charge in ratio to the number of rooms occupied by the group. The standard is one comp room per fifty rooms occupied.
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space available basis
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Reservations that have no claim against the block of convention rooms because the request arrived after the official cutoff date.
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major arrival/major departure
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The expected dates and times of arrivals and departures of large numbers of event attendees. Usually obtained from the group's resume, this information aids in staffing adequate front desk and bell staff.
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room blocks
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An agreed-upon number of rooms set aside for members of a group planning to stay at a hotel.
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slippage
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The number of guestrooms not used from the original room block.
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no show
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Customers who have made reservations but have not cancelled them before the hotel's cancellation deadline.
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booking outside the block
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Meeting attendees book rooms at hotels other than those specified by the meeting planner or book rooms within the specified hotels but not as part of the conventions group's block of rooms.
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early departure
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An attendee who checks out of the hotel earlier than scheduled. A fee may be charged by the hotel to make up for lost business. Also called an "understay" or an "early out".
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walk in
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A guest who does not have a reservation but requests accommodations at a hotel. Also called "transient business".
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deposit reservation
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Payment to the hotel for the first night's lodging prior to arrival. The hotel is obligated to hold the room regardless of the arrival time of the guest.
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gaurenteed reservation
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A reservation that assures the guest that a room will be held until check out time of the following day of arrival. The guest guarantees payment for the room, even if it is not used, unless the reservation is properly cancelled
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underdeparture
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Occurs when a guest scheduled to leave decides to stay longer. Also called an "overstay".
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overbooking
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The hotel has committed more rooms that what are actually available for use (usually due to anticipated no-shows).
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walked customer
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Guests holding confirmed reservations who are sent to another facility because of overbooking. If a hotel accepts a reservation but can't provide a room, the hotel has breached the contract and the injured guest is owed damages. The usual term is for the guest to be compensated for the first night to stay at the second hotel (reimbursement for transportation between the two hotels is usually also included).
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pre registration
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Often used for group business, the hotel assigns the attendee a room that will be available upon the attendee's arrival.
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housing assistance desk
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An area used to provide service to convention attendees who have concerns about their reservations.
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check out time
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The time (set by the hotel) at which guests are expected to vacate their rooms.
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self check in, check out terminals
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A computerized kiosk system, usually located in the hotel lobby, that allows guests to review their registration information and receive their room keys at check-in. At check-out, they can review their folios and settle their accounts to the credit card used at check-in.
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pre convention meeting
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A meeting held before the convention or event to review the entire program to ensure that the planner and hotel understand each other's requirements and expectations. This meeting is attended by the planner and key hotel personnel who will be involved in servicing the event to eliminate any misunderstandings and ensure a smooth event.
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key personnel roster
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A list of hotel personnel who are available to the meeting planner to help service the event.
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resume
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Form providing a comprehensive overview of the entire convention program. Sent to the various hotel departments involved in the event, it provides specific instructions to the staff for servicing the event. Resumes include a summary of all group activities, billing instructions, key attendees, arrival and departure patterns and other relevant information. Also called a "specification sheet".
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banquet event order (BEO)
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A form that provides a detailed breakdown of a single event. The banquet event order generally serves as a contract for the client and as a work order for the hotel's departments. Also called a "function sheet".
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event specification guide
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A concise document, prepared and authorized by the meeting planner, detailing the specifics of a meeting or other event. ESGs include activities (by day, time, room, setup and special requirements), complimentary room assignments, signature authority and other important details. The ESG, which encompasses the full operation of the event, is shared with all key individuals. Also called a "staging guide" or a "specifications guidebook".
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resume questionaire
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Form on which meeting planners answer questions relating to the upcoming event. Having detailed information readily available reduces the need for frequent contact with the meeting planner and assists hotels in preparing for both the pre-convention meeting and the event itself.
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post convention meeting
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A meeting held after the completion of a meeting or convention to evaluate the forecasting and planning that preceded the convention and the hotel's performance during the event.
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function rooms
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Rooms specifically designed to house meetings or social gatherings.
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pre function space
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Area adjacent to the main event room; used to assemble attendees prior to a function. Often used for receptions prior to a meal or for refreshment breaks during an event.
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breakout rooms
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Smaller meeting rooms used when larger sessions divide into smaller groups for discussions and group work. Usually planners request that these rooms be located near the main meeting facilities.
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airwalls
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Moveable barriers that partition large areas into smaller ones. Not necessarily soundproof.
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Americans with Disability Act
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U.S. legislation that requires public buildings (offices, hotels, restaurants, etc.) to make adjustments to meet minimum standards to make their facilities accessible to individuals with physical disabilities.
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barrier free
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Absence of obstacles preventing handicapped persons from moving freely to all public areas within a building.
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function room turnover time
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The amount of time needed to tear down and reset a function room.
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open sale period
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Period of time during which catering is free to sell function space due to projected slow convention business (catered events would not be likely to displace convention groups needing meeting space).
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hold all function space
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A blanket hold on all available space in a facility without specific meeting or function room names.
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employee procedural manual
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Instructions for employees to do specific jobs.. Often includes illustrations or drawings. Helps ensure consistent setups.
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cocktail round
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Small round table, available in 18-, 24-, 30- or 36-inch diameters, used for cocktail-type parties. Also called "cabaret table". For sit down service, use 30-inch height; use bar height for stand-up service
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velcro
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Brand-name special tape with loops and fabric that is used to adhere table drapery.
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dais
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Raised platform on which the head table is placed.
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lecturns
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A reading desk used to hold the speaker's papers. Either rests on the floor (full size) or on the table.
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auditorium/theatre style
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Chairs set up in rows facing head table, stage or speaker. Number of aisles may vary. Some variations are V-set up and semicircular.
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schoolroom/classroom style
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Tables six feet by 18 inches are lined up in rows on each side of a good sized center aisle. Usually six chairs to two tables. All tables and chairs face the head table. Variations are the V-shape and perpendicular style.
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crecent rounds
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Seating arrangement in which 60-, 66- or 72-inch diameter rounds have seats on two-thirds to three-quarters of the table and no seats with their backs to the speaker. Also called the "half-moon" setup, it is often used for banquet-to-meeting or meeting-to-banquet quick setups.
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refresh the meeting room
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Clean a room after or between meetings (refilling water pitchers, changing glassware and other general housekeeping).
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u shape setup
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Tables set up in the shape of the block letter U; usually used for smaller meetings. Chairs are placed on the outside of the closed end and on both sides of each leg.
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horseshoe setup
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Similar to U-shape style; set in shape of a horseshoe. Chairs can be placed around both the inside and outside.
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hollow square setup
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Tables set in a square with a hollow middle; chairs placed only on the outside.
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hollow circular setup
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Same as horseshoe setup except both ends are closed; chairs placed on the outside.
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e shape setup
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Tables set in the shape of an E with chairs on the outside of the closed ends and on both sides of each leg.
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board of directors/ conference setup
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One wide table or series of tables set up in a rectangular shape with chairs on both sides and at the end. Some hotels have permanent board setups featuring expensive furniture and executive chairs. Oval setup is also used.
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refereshment breaks
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Short breaks between meeting sessions. Usually offering beverages and/or light food items, some are planned around a theme.
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receptions
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Stand-up social function, sometimes preceding a meal, at which beverages and light foods are served. Foods may be presented on small buffet tables or passed by servers.
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hors d'oeuvres
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Small appetizers; hot and/or cold finger foods served at a reception.
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canapes
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Hot or cold appetizer with a bread or cracker base.
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themed events
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A function with a creative theme to make it more memorable. Themed events utilize elements that appeal to all five senses, incorporating sights (decorations and costumes), sounds, tastes (special food and beverages), touch and smells to create a unique experience for attendees.
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action stations
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Chefs prepare foods to order and serve them to guests. Popular items for action stations include omelets, crepes, pasta, grilled meat or shrimp, carved meats, sushi, Caesar salad and flaming desserts. Also called "performance stations" or "exhibition cooking".
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on premises catering
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Servicing food and/or beverage functions in meeting rooms, function rooms and sleeping rooms within the hotel. Some on-premises events may extend to the hotel or restaurant grounds, but food and/or beverage is still served within the confines of the establishment.
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off premises catering
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The transportation of food, either fully prepared or in various stages of preparation, from a hotel's kitchen to a site away from the hotel.
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American/plated service
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Food is arranged on plates in the kitchen and brought to the guests.
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Russian service
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Food is fully prepared in the kitchen and all courses are served on platters (or from tureens) to guests at their tables. A plate is placed in front of each diner and a server places food from the tray or platter on each plate.
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French service
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Food service in which items are prepared tableside from a cart or gueridon. This type of service is best suited to small groups.
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pre-set service
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Placement of some foods on banquet tables prior to the seating of the guests.
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English/family style service
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-- Food is brought to the table and guests serve themselves. In some cases, the host cuts the meat and passes the tray to guests; the host may also have the meat cut by a server away from the table before it is placed before guests.
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buffet service
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A presentation of several food items from which the guests choose and serve themselves. Variations include "attended buffets", at which chefs serve attendees, and "plated buffets", at which a selection of pre-plated foods is set on a table from which attendees choose.
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butler service
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At receptions, servers offer a variety of hors d'oeuvres on platters to guests. At dinners, food is presented by butlers on silver trays.
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a la carte catering
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Catered events at which guests may choose from a number of different menu items.
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chef's tasting
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The opportunity to sample a menu in advance of the event, usually in the company of the chef.
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ticket exchange
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Banquet control procedure whereby guests exchange an event coupon from their registration packet for an actual event ticket and seat assignment. This procedure increases control and tends to reduce the number of "no shows" to provide more accurate guarantees.
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guartentee
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The minimum number of meals to be paid for by the client, even if some are not consumed. Usually, the hotel requires the planner to set this number no less than 48 hours prior to the event.
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offset safety margin
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Number of covers set over the guarantee. Billed to the client only if actually consumed.
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head count
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The actual number of people attending a food function.
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covers
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The number of meals served at a meal function.
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banquet captains
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Person in charge of banquet service at food functions; supervisor of the servers. For small functions, the banquet captain also serves as maitre d'; for larger functions, he or she may be responsible for a specific area of the dining room.
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uniserve
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A meeting service system in which the meeting planner makes arrangements for both function space and food and beverage through one service contact, the convention service manager
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duoserve
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meeting service system in which food and beverage responsibilities are handled by catering while other aspects of servicing the group are handled by the convention service manager. Because responsibilities are separated, meeting planners have two hotel contacts.
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host bar
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Beverage plan for banquets or other functions in which the guests do not pay for drinks; the host is charged either by the drink or by the bottle. Also called an "open bar" or a "sponsored bar".
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cash bar
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Guests pay for their own drinks. Also called a "no-host bar" or "C.O.D. bar".
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coupon sales
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Attendees at a function purchase tickets for drinks from the hotel or from the host organization.
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capatin's bar
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Self-service bar at which guests make their own drinks. This type of bar is always hosted.
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hospitality suites
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Guestroom or suite used for receptions and entertainment. Usually stocked with beverages and light food. Often used by exhibitors at trade shows to entertain and sell delegates on their firm's products.
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corkage
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Charge that is placed on beer, wine and liquor purchased elsewhere and brought into the facility.
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house brands
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Brand of wine or distilled spirits selected by a hotel or restaurant as their standard when no specific brand is specified. Also called a "well brand".
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call brands
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Brand name liquor, distinguished from "house brand", selected by customer according to personal preference. Usually a higher quality than house brands.
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premium brands
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Higher quality, higher priced hard liquor (spirits). The best and most expensive brands.
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by the person
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A fixed price for liquor per attendee. This charge may cover all consumption of food and beverage (this is sometimes referred to as the "per person/unlimited consumption plan"). In some cases, beverages are charged per the person and food is ordered separately by the piece.
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by the bottle
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A charge for liquor based on full bottles served.
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by the drink
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A charge for liquor based on the number of drinks served.
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free pour
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Alcoholic drinks poured without the use of shot glasses or other measuring devices.
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electronic pour
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System of dispensing pre-determined exact amounts of liquor or non-alcoholic beverages per drink.
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in house contractors
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Contractor retained by a facility to provide on-site services as needed. In some cases, planners are not required to use their services, but may be charged a surcharge or facility fee for using outside contractors to provide the same service.
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amplifier
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A device that enables sound signals to be intensified.
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laivalier microphone
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A microphone that hangs around the neck, leaving the hands free. Also called a "lapel, neck or pendant microphone".
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unidirectional microphone
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A microphone that picks up sound from only one direction. Used for speeches, it is different from omni-directional devices, which pick up sound from all directions.
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standing microphone
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Microphone attached to a metal stand placed on the floor. Can be adjusted for angle and height. Also called a "floor microphone"
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rooving microphone
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Hand microphone, with or without a cord, that can be moved easily through an audience to take questions.
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cordless/wireless microphone
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Small, portable microphone that operates without any direct electrical connection. Often used when taking questions or comments from the audience.
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table microphone
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Microphone attached to a small stand placed on a table, desk or lectern.
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mixer board
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Regulates the sound from multiple microphones. Also called a "sound board".
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profile spots
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Adjustable spotlights used to light lecterns, signs and areas that need a tightly focused pool of light.
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follow spots
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Movable lights used to highlight the speaker or performance.
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flood lights
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Lights designed to provide general illumination.
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lecturn
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A speaker's stand, either "standing" (resting on the floor) or "table-top" (placed on a table) to hold papers. Most lecterns are wired to provide suitable illumination.
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fast fold screen
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A large screen with a frame. The legs of this screen are attached at the sides to allow the screen to be folded down into a small case for storage (some fast fold screens are also suspended above the viewing area). Most popular of large viewing screens. Available in sizes up to 30 feet high
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tripod screens
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Portable projection screen with three folding legs and a pull-up surface supported by a rod on the back. Usually not larger than 10_12 feet.
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keystoning
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Distortion of a projected image; the image is wider on the top and narrower on the bottom. Tilting the top of the screen can correct the problem, and many data projectors allow the operator to tilt the lens to correct keystoning.
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glass beaded screens
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Screen on which the surface is covered with tiny glass beads that reflect a bright image back at the audience but have a narrow viewing angle.
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matte surface screens
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Screen having a flat or matte white finish that does not reflect as effectively as a glass-bead screen but can be viewed from virtually all front angles.
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lenticualr screens
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Screen with a silver-colored finish that has brighter reflective characteristics than a matte screen and a wider viewing angle than a beaded screen.
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carousal projector
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Most popular 2 by 2 (35mm) slide projector. Projects images from slides in mounts measuring 2 by 2 inches, presorted in round trays.
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dissolve unit
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Device that activates fade-in and fade-out of slides; can be used with several projectors. Used to create a "seamless" slide presentation.
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xenon bulbs
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Extremely high intensity lamps that are replacing carbon arc light sources in follow spots and long distance projectors.
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overhead projector
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Projects a transparency onto a screen. Speakers can write on transparencies as they are projected.
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computer projector panel (LCD)
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A device that projects the image on a computer monitor onto a screen.
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rearview projector
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Movie, slide or computer image projected from a projector positioned behind the screen onto the back of a screen placed between the viewer and the projector. Also called "back projection".
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translucent rear projector screen
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Plastic screen with a special gray coating that allows images to be projected from behind the screen and viewed by the audience in front.
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monitor
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Device used to view a video or computer image.
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recievers
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Devices that convert electric currents or waves into visible or audible signals. Similar to a monitor, but with poorer picture quality.
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computer data projector
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Similar to LCD panels used with an overhead projector, except it is a self-contained unit and uses its own light source to project the computer image onto the screen.
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digital light projector (DLP)
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High-end projector with extremely high light (up to 15,000 lumens) and scan output. Most commonly used for very large screen and room applications.
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skirting
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Pleated or ruffled draping used on audiovisual stands and stagings. Also used to drape buffet, reception and head tables for food and beverage functions.
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multimedia
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Refers to the use of two or more audiovisual devices for a presentation.
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stimulous interpretations
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The interpretation of the presentation into another language while the speech is in progress
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virtual conferencing
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Any meeting at which people at two or more distant locations are linked using video, audio and data for two-way communication via satellite communications or the Internet. Parties see and hear each other via TV screens or computer monitors and audio speakers.
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audio conferencing
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A conference between two or more sites using only voice transmissions.
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audiograpic conferencing
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Conference that combines visual capabilities with voice transmissions.
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video satellite conferencing
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Two-way, full motion, full-color, interactive electronic form of communication. Various transmission technologies can be used to link groups of people at two or more communications for face-to-face meetings, seminars or conferences.
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web conferencing
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Multiple participants take part in an online, real-time meeting.
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easal
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Portable three-legged stand with a rack that is used to hold signs, boards, posters, charts, cork boards, magnetic boards or other objects
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flip charts
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Large pads on a tripod stand. Used by speakers for illustrations and drawings.
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laser pointers
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Compact instruments consisting of a visible light laser. Used for pointing out features on a projected visual display.
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reader boards
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A sign, either printed or displayed on a video screen, that lists the times and locations of a group's events.
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convention registration
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Process during which attendees pay convention registration fees and receive packets outlining the convention program.
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message board
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Board, also sometimes called a "bulletin board", on which convention attendees can review messages left by others and leave their own messages if they desire. May also be electronic or on-line message centers for attendees.
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convention packet/kit
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A comprehensive collection of conference documentation and/or event materials presented in a bag, binder, envelope or folder. Materials can include a program book, tickets, maps and so on, and hotels often provide information about the property for inclusion in the packet.
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badge
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Identification card with registrant's name and affiliation printed on it for control and security reasons. Usually given out during convention registration, a badge can be an adhesive, pin, clip-on or necklace style or a digital interactive badge.
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lanyard
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A cord or string worn around the neck, as in corded badges.
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security contractors
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Companies hired by exhibit or event management to keep the entire event floor and individual exhibits safe during the function. Guards, closed circuit TV and other methods may be used.
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hospitality suite
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Suite or room for the convenience, comfort and socialization of attendees and/or guests. Drinks and snacks are usually available.
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ground operators
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Company or person in a city that handles local transportation and/or other local travel needs.
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destination management companies (DMC)
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Professional management companies that specialize in the creation and delivery of events, activities, tours, staffing and transportation utilizing their local knowledge, expertise and resources
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receptive agents
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Tour operators or travel agents who specialize in services for incoming visitors.
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exclusives
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Agreements that limit who may provide specific products or services under certain conditions to only one party. A florist or a photographer, for example, may have an "exclusive" in a particular facility, meaning that no other contractor is allowed to provide the same services or products in that facility.
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guest companion program
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Entertainment or activities, such as sightseeing, shopping and lectures, planned for guests and companions of those attending conventions.
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adult self to child ratio
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The ratio of adults to children required during a childcare/youth program. Accepted ratios are 3:1 for infants, 4:1 for toddlers and 6:1 for children up to eight years old.
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table top exhibit
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Used where space is limited or where there is a limited number of exhibitors.
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area exhibit
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Exhibitors are assigned specific floor space for displaying equipment and other displays.
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booth exhibit
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A standard unit of exhibit space (usually 10 ft. by 10 ft.) occupied by an exhibitor. Usually constructed of pipe and draping.
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pipe and drape
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Lightweight aluminum tubing draped with fabric to create separate exhibit booths.
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.hardwall
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A type of exhibit construction in which the walls are made of a solid material, such as plywood, plastic or similar materials, rather than the fabric used in pipe and drape
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tradeshow manager
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Individual who plans, organizes and operates the trade show. Responsible for renting the site and soliciting exhibitors. May work directly for the association or corporation or as an independent. Also called the "show organizer" or "show producer".
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exhibit prosectus
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Detailed guide to the exhibition prepared by the show management. Contains information about the cost of exhibitions, space, floor plan of exhibition and application for participation. Serves as a selling tool, inviting exhibitors to participate.
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exhibitor service contractor
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Independent firm or individual responsible for organizing, coordinating and executing all the services necessary to set up the exhibit. Sometimes referred to as a "general service contractor" or a "decorator". Usually contracted by the planner's organization. If the sole agent, said to be the "exclusive contractor".
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exhibitor appointed contractors
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Any person or firm other than the designated "official" contractor providing a service to an exhibitor. Can refer to an install and dismantle company (I&D house). Rather than working in one city, exhibitor appointed contractors often travel throughout the country to set up and dismantle the booths for companies that exhibit at a number of shows throughout the year.
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exhibition floor plan
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To-scale plan showing spacing of booths, aisles and design of the exhibition. Prepared by the exhibition service contractor for the show manager and approved by the fire marshal.
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exhibitor's service kit
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Contains information about the services needed by the exhibitor for a successful convention. Usually developed by the exhibition service contractor. Contains general event information, labor/service order forms, rules and regulations pertinent to an exhibitor's participation in an exhibition. Also called an "exhibitor's manual".
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exhibitor
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Person or firm that displays products or services at the show.
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exhibit manager
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Person in charge of individual exhibit booth/stand.
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hotel shows
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Exhibitions held in hotels as opposed to a city's convention center.
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floor load
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Weight per square foot/meter that the exhibit can safely accommodate.
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installations and dismantle
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The set up and tear down of exhibits. Also, the firm that does this work.
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hold harmless clause
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A type of indemnity clause that requires one party to fully protect the other from a claim (this would include the payment of costs for attorney fees). States that neither party will hold the other responsible for any damages to or theft of materials or equipment.
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consumer show
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Show open to the general public. Also called a "gate show" or "public show", these shows may include travel destination shows, recreation shows, home and garden shows and so on. These shows are not generally connected to any convention or meeting and usually charge an entrance fee.
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booth package
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An exhibitor receives a variety of services for a single price. Carpet, a six-foot draped table, a 500-watt outlet and 500 pounds of drayage may be included in the price of each booth, for example.
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dryage company
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Company that receives all exhibit material, stores it and transports it to the convention site a day or two before setup starts, re-crates it at the end of the show and returns exhibit material to sender.
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loading docks
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The area on premises where goods are received. Loading docks are usually raised areas that facilitate the unloading and loading of trucks.
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resume
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A form that provides a comprehensive overview of an entire event, from pre-convention to post-convention, for the hotel staff. These sheets detail activities from day to day (and hour by hour), and cover complete details of functions, reservations procedures, billing, recreational activities and anything else that may require the attention of the hotel's staff. Also called a "specification sheet".
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billing instructions
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Notice as to how charges for an event should be handled and to whom invoices should be addressed.
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Master account folio
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An account on which all charges incurred by delegates are accumulated to be paid by the sponsoring organization. The charges to be posted to this account should be agreed upon in advance. These may include room, tax, incidentals, food and beverage, audiovisual equipment, decor and so on. Also called a "master bill".
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individual guest folio
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An account on which all individual guest charges not covered by the master account will be posted to be paid by the individual guest.
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split folio
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Charges are paid partially by the sponsoring organization and partially by the guest. Communication is needed to ensure that all parties involved understand who is responsible for specific charges.
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master accout billing authorization form
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A form that provides instructions on the types of folios to be established, limits of financial responsibility, and the names and signatures of personnel authorized to sign for group charges.
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authorized signature
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Signature of person(s) with the authority to charge to a group master account.
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rates and charges bullitin
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Communicates specific rates for rooms, meals, gratuities and billing procedures agreed upon by the various parties involved.
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incidental charges
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Expenses other than guestroom charges and taxes. Billed to a guest's folio.
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guest credit
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Credit extended to a guest based on information collected by the hotel's credit department. This is a courtesy of the hotel, not an obligation.
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gratuity
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A voluntary payment added to a bill to signify good service. Also called a "tip".
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service charge
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An automatic and mandatory amount added to standard food and beverage charges or other hotel services.
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blanket service charge
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Service charges added into the room charge so that attendees do not have to tip during their stay. Primarily used with the American Plan (AP) system
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american plan
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Charge includes room, food and beverage, and gratuities. Includes three meals per day
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european plan
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Guestrooms, food and beverage and tips are priced separately.
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resort fee
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Charges automatically added by a hotel for services ranging from in-room amenities to local telephone services to resort facilities, such as business centers, fitness centers and tennis courts.
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post convention meeting
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A meeting at the primary facility at which an event occurred just after the event has ended. Attendees usually include the primary event organizer, representatives of the host organization, department heads of the facility, other facility staff as required, and event contractors. Its purpose is to evaluate the implementation of the event and to complete the post-convention report.
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performance report
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An internal report used by hotels to evaluate a convention. The hotel can use this research to determine how the convention facilities matched the client's needs.
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pick up report
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A post-meeting document detailing the number of hotel rooms used each day of an event. This report includes the total number of guestrooms originally blocked for each night and how many were actually used.
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post convention report
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A report of the details and activities of an event. A collection of post-convention reports over time provides a complete history for an event. Also called a "post-event report".
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ancillary busines
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Affiliates and subgroups, such as exhibitors, who contribute to the overall value of the meeting. Often, this type of business that is brought to a facility because of an event is called "in conjunction with" business.
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meeting information network (MINT)
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An online database of meeting profiles maintained by the International Association of Convention and Visitors Bureaus.
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