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.

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...

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...

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...

Core Business

The core business of a company is the primary area of activity that a company focuses its operations in order to create turnover and earnings.

Core Customers

The most important clients to a company according to different parameters, historical (the first client), affective (regular client), economic (for turnover accrued in each arrival), etc.

Corporate Contract

Annual contract established with a company that determines a rate, a number of annual overnight stays and the conditions of payment for all the people of that company. Contracts are negotiated every year.

Corporate Rates

Tariffs for business clientele; usually they are flat contracts lasting one season and including block out dates. They may include an “Integrity Rule”, which allows tariffs to be aligned with the BAR, thus keeping them preferential.  

Cost Centers

Categories to which are attributed all pertaining costs, either wholly or partially.   

Cost Per Available Customer – COSTPAC

Opposite of RevPac, it indicates the cost for each client. The formula is: Total Costs/Number of guests. It may be calculated by day, week, month, year, etc.

Cost Per Available Room – COSTPAR

Opposite of RevPAR, this index represents the cost for each available room (whether occupied or unsold). The formula is: Total Costs /Total number of rooms. It may be calculated by day, week, month, year, etc. In order to maintain a sustainable sales policy, it is...

Cost Plus Method (Mark-Up Pricing)

Pricing technique that takes into account the total costs of production of a particular product, to which is then added the markup needed to achieve the desired level of profit. This applies an increase in direct cost in order to obtain coverage of indirect costs and...