Glossary

• a
  
• b
  
• c
  
• d
  
• e
  
• f
  
• g
  
• h
  
• i
  
• j
  
• k
  
• l
  
• m
  
• n
  
• o
  
• p
  
• q
  
• r
  
• s
  
• t
  
• u
  
• v
  
• w
  
• x
  
• y
  
• z
  

C

Call Center

A web-based reservations system, wherein all information that is also available on the website, can be called up. This allows for optimum cross-selling for hotel chains, since all hotels can be booked in real time on the system. It has an integrated Offer Manager, by means of which clients are automatically sent offers, confirmations and any other correspondence by email, post or fax.

Central Client Database

Central Reservation System (CRS)

A multi-property reservation tool that gives hotel chains the opportunity to manage information related to inventory, reservations, rates etc. in a centralized location. Reservations can be received from multiple properties, the hotel's own web site, other Global Distribution Systems(GDS), call centres, travel agents in real-time.

Central Stock Management

Chain Code

Channel Code

Channel Management

Includes data synchronization in the different distribution channels such as Central Reservation Systems (CRS), Global Distribution Systems (GDS) and Internet distribution platforms, with the management of room rates and availability usually occupying the most important part.

Check-in Period

Closed to Arrival

Closed to Departure

Commission

A common way to reward sales people. Payments often will be calculated on the basis of a percentage of the goods sold.

Complete Access Plus

Amadeus' highest level of Global Distribution System (GDS) connectivity for car rental bookings. It provides Amadeus travel agents with seamless access to real-time information and full pricing, allowing them to quote more accurate up-to-the-minute car rental prices inclusive of taxes and surcharges.

CompSet

Confirmation Number

An alphabetical or numeric code assigned to a reservation and used to verify information if needed.

Connectivity

Content Management

A set of processes and technologies that support the evolutionary life cycle of digital information. This digital information is often referred to as content or, to be precise, digital content. Digital content may take the form of text, such as documents, multimedia files, such as audio or video files, or any other file type which follows a content lifecycle which requires management.

Content Management System (CMS)

A computer application used to create, edit, manage, search and publish various kinds of digital media and electronic text. CMSs are frequently used for storing, controlling, versioning, and publishing industry-specific documentation such as news articles, operators' manuals, technical manuals, sales guides, and marketing brochures. The content managed may include computer files, image media, audio files, video files, electronic documents, and Web content.

Coopetition

A neologism coined to describe cooperative competition. Coopetition occurs when companies work together for parts of their business where they do not believe they have competitive advantage, and where they believe they can share common costs.

Corporate Rate (COR)

Special rates offered by hotels and airlines for business travelers.

Customer Lifetime Value

The present value of the future cash flows attributed to the customer relationship.

Customer Relationship Management (CRM)

Consists in the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments.

Customer Relationship Management for Hotels (CRM for Hotels)

A software application that assists an organization in providing service to its customers, allowing call-centre agents, online applications and other services to access and update customer records and maintain details of purchases, fault reports and other dialogues.

Customer Satisfaction

A software application that offers a measure of how products and services supplied by a company meet or surpass customer expectation. Finding out what makes the customers happy is what keeps them coming back.