Cancellable / Non Cancellable

For reservations: only some reservations may be cancelled without costs, for the others a penalty payment is required.  

Cancellation Policy

The conditions whereby reservations may be cancelled. One example is the penalty clause.


Total number of rooms of the hotel or of the inventory, also known as “physical capacity”. Capacity includes all the rooms available for sale and the rooms categorized as “house use” (for example, those rooms used by hotel personnel).

Cash Flow

Cash flow is the net amount of cash and cash equivalents moving into and out of a business/project during the period under analysis.

Central Reservation Office – CRO

In the hotel industry, the Central Reservations Office or Central Reservations Center is a call center that manages room reservations for a hotel chain or company. Today, thanks to technological improvements, some computerized systems hasten working processes,...

Central Reservation System – CRS

A Central Reservation System, also known as a Hotel Reservation System, is a computerized system which memorizes and distributes information about a hotel, resort or other accommodation services. A centralized reservation system is a means of connecting to a Global...

Channel Efficiency

Indicates the relationship between the average sales price of individual channels allotted within the structure and the overall average sales price.. It provides an evaluation of performance, in terms of ADR, of the sales channels.

Channel Manager – CM

Software, a modern version of the “Rate Allocator”, that allows the rapid and  simultaneous management of numerous online distribution channels for update of availability, prices and restrictions. The system operates in real time, and simultaneously according to...


Verification upon arrival: as well as designating the checking of identity and financial documents upon arrival (or just before), it may, sometimes, substitute the term “date of arrival”.


Verification upon departure: as well as designatings the closing of the contract stipulated with the client, sometimes it may substitute the term “date of departure”.

Child Discounts

Set of rules and guidelines designed to regulate access to the facility by children and families with children. The child policy determines the attitude (favorable or unfavorable) observed by the hotel towards this type of customer.

Child Policy

All the regulations and indications concerning access to the hotel of children and of families with children. Child policy determines the attitude (favorable or unfavorable) of the hotel towards this type of client.

City Break

A short package holiday to an urban destination usually lasting a weekend or long weekend. City breaks are increasingly popular and are part of the generalized phenomenon whereby people are taking shorter holidays more frequently.

Class Of Yield

Forecasting and optimization element. The Class of Yield aggregates clients who have the same booking preferences (time between booking and arrival, cancellation rates, etc.) and the same profile regarding spending and therefore the same levels of generated...

Classic Nesting

In Classic Nesting the sale of n rooms implies an equivalent decrease in the relative Rate Class and, in the case of non-availability, in the nearest lower Rate Classes. This system guarantees priority to the higher Rate Classes but at the same time maintains the...

Close To Arrival – CTA

The term refers to the restriction that may be applied to certain dates upon which arrivals are not accepted.


A group of hotels that share joint optimization strategies.


It is the remuneration paid to an intermediary. It is generally expressed in terms of a percentage on turnover.

Common Costs

A cost is defined as common when is attributable to more than one cost center.   Example the cost of a receptionist, when reception is used not only for rooms but also, for example, the health club (open to non-guests), meeting rooms, etc. Another example are the...

Competitive Quality Index – CQI

An index, used by Review Pro, which allows a hotel to compare its online reputation with that of its competitors, and to see easily if it is performing better or worse than its compset. The index is expressed in %, a CQI = 100% means a hotel is perfectly even with the...

Complimentary – COMP

A type of reservation/client/product: if associated to a reservation or client, it indicates that the client does not generate revenue (e.g. a non-paying guest); if associated to a product, the term indicates a product/service that is given without charge (e.g. a...

Conference & Banqueting – C&B

It is the department of the facility responsible for event management. It is usually overseen by the Food & Beverage Direction, of which it manages a large part of operations.  


Organizations active in the arrangement of negotiated rates for the business segment (especially in GDS). Examples: Carlson Wagonlit Travel, Cisalpine Amex. In larger companies they may have their own dedicated office (implant).

Constrained Demand

Restricted demand: the difference between total demand and “Unconstrained Demand”. Sometimes the concept is applied when a limit of a resource reduces the potential revenue from another. E.g. A lack of rooms limits the earning potential of the casino.

Content Management System – CMS

The Content Management System is a software whose purpose is to facilitate the deployment and management of the contents of a website even for those without technical knowledge of web programming.

Continuous Flow Production

In F&B Management it indicates the logistic management process aimed at the reduction of worthless activities and squandering. In particular it refers to the production process where raw materials are purchased for just-in-time production, avoiding expensive and...

Contribution Margin – CM

Element of management analysis created to identify the combination price/product/costs that optimizes company profitability. It is defined by the difference between sales incomes and variable costs. The contribution margin per unit CMU is very useful in pricing...


An index used in the tourism sector, to understand how many potential clients become actual clients. E.g. 3% conversion on the Booking Engine indicates that 3% of the clients who have made a test booking have actually completed. Obviously, this index can be used...