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Definitions of items marked with a * can be found elsewhere in this dictionary.
AMADEUS A Global Distribution System (GDS)*. Owned jointly by Air France, Lufthansa and Iberia Airlines. Recently merged with a US-based GDS, System One.
AMERICA ON-LINE (AOL) An Organisation similar to COMPUSERVE*.
AS/400 A popular mini computer* from IBM, used by a minority of hotel Property Management Systems*.
CALL-ACCOUNTING (US terminology) or CALL-LOGGING (European terminology) A system which records and prices guests' telephone calls for subsequent printing-out or posting to a PMS*. Usually resident in a separate PC, but may be incorporated into a PMS or a PABX*.
CLIENT-SERVER A way of putting a number of computers together in a network*, (in marketing terms in "architecture") whose structure allows for a more efficient allocation of computing functions between them.
COMPUSERVE An Organization providing and selling goods, services and information to its members, who use Computers and modems* to access it. COMPUSERVE also offers to its members access to the Internet.
CRS CENTRAL RESERVATIONS SYSTEM A computer-based system for taking and recording advance bookings for a number of hotels - usually a group, chain or consortium - and maintaining an inventory or other indication of future room availability. Usually used in conjunction with a centralized sales operation (CRO), which takes bookings by telephone or other means. A CRS may be installed on group premises and operated by the group itself, or it may be operated by a third-party as an external bureau. Increasingly, albeit somewhat slowly and uncertainly, CRS's are being linked both into electronic distribution networks (for example GDS's), and into the PMS's of individual hotels within the group, so that bookings pass automatically directly from client, for example Travel Agent, to hotel.
DATABASE MARKETING The use of detailed records of past and present customers and their behavior to target existing and new clients; by analyzing these records an understanding of likely future behavior can be obtained and business offers can be tailored accordingly.
DUMB TERMINAL A VDU* screen with keyboard and limited memory but with no processing or disk storage capabilities. Used in conjunction with, and online to, a central computer (normally termed a "host"), which carries out any needed computing and storage functions on the terminal's behalf. An appropriate machine for many desktop applications, and less costly than a PC.
EDI ELECTRONIC DATA INTERCHANGE A term applied specifically to the exchange of data (orders, delivery notes, invoices) electronically between the computers of a client company and its suppliers, instead of on paper. There is a set of internationally-agreed standards for this business, which is extensively used by larger organizations.
EFTPOS ELECTRONIC FUNDS TRANSFER AT POINT OF SALE An enhancement of an EPOS* terminal which allows credit card transactions carried out at the terminal to be linked on-line to the cardholder's bank for authorization and debiting.
EIS EXECUTIVE INFORMATION SYSTEM A computer-based system which extracts high-level reports from large volumes of company-wide data, and presents them in graphic or other easily-readable form, for use by company management for centralized monitoring and decision-making.
ELECTRONIC DISTRIBUTION / MARKETING The use of communications networks to reach potential customers and take their orders. This may be direct (for example via the Internet or COMPUSERVE) or indirect (for example via the GDS's and a travel agent).
EPOS ELECTRONIC POINT-OF-SALE A POS* application or machine which is linked electronically (usually via a network) to a central computer. As well as performing the functions of a POS it enables the central computer to compile sales machine data, control inventory, carry out credit-card authorization (see EFRPOS) and, if linked to a PMS, post amounts to a guest's account.
ETHERNET One kind of PC network, using a particular means of passing signals around between computers.
FILE SERVER A master computer within a network of computers which acts as a central repository for common files and programs, and also as a gateway through which the network can communicate with other computers via telephone lines.
GA.LILEO A Global Distribution System*. Galileo's principal owners are British Airways, United Airlines, US Air, Air Canada, KLM/Swissair and Alitalia.
GDS GLOBAL DISTRIBUTION SYSTEM One or other of the networks owned and operated by the world's airlines, individually or in consortia, which connect hotel, rental car and airline reservations systems to some 450,000 travel agents' terminals around the world, and through which these bookings are made by travel agents. The major GDS's are Amadeus, Galileo, SABRE and WORLDSPAN; their individual marketplace strengths vary geographically; for example in Europe, Galileo has strongest presence in UK, Italy and Scandinavia; Amadeus in France, Germany and Spain. Averaged across Europe, some 20% of hotel bookings are made through a GDS, and this number is growing rapidly .
GUI GRAPHICAL USER INTERFACE Used to describe the displaying of line drawings, images and the like on a computer screen, normally combined with the means of pointing at selected parts of the image with the use of a mouse* or via the more old-fashioned keyboard-operated cursor.
HEDNA THE HOTEL ELECTRONIC DISTRIBUTION NETWORK ASSOCIATION An association of hotels, travel agents and network suppliers dedicated to enhancing the presentation of hotels in the GDS's and other electronic media, and increasing the level of business obtained through them.
HITA THE HOSPITALITY INFORMATION TECHNOLOGY ASSOCIATION An association designed to bring together educational institutions, vendors and users to develop and improve the quality of . the use of technology within the hospitality industry.
HYPERTEXT A software "navigational aid" used in the World Wide Web of the Internet which makes use of highlighted keywords on screen to provide cross-reference links within a computer database or between two or more databases. By pointing at a hypertext word or symbol a user is automatically shown further information on that subject. The additional information may reside on the same computer, or on any other Internet-connected computer around the world.
INTERNET A publicly available network of many thousands of interconnected computers around the world, accessible by anyone with the necessary hardware and software, and across which messages can be sent from one computer to another for approximately the cost of a local phone call. The Internet is used for personal communication, for access to public and private databases, as a forum for special interest groups and most recently as a commercial medium for promoting and selling goods and services.
INTERFACE A program or set of programs to connect one piece of software to another for communication purposes. For Example a PMS* may have interfaces to the phone system, point of sale terminals, etc.
ISDN INTEGRATED SERVICES DIGITAL NETWORK A high-speed telephone connection using digital (as opposed to conventional analogue) techniques, conforming to international standards, which can transmit speech, data and images. Unlike analogue circuits, ISDN does not require modems for data transmission. It can also be made to go faster than analogue circuits.
LAN LOCAL AREA NETWORK A number of computers (usually PC's), printers, points-of-sale and other electronic devices cabled together within an Organization (for example a hotel), such that all can share files of common data. Normally one PC, the "file server", has more capacity than the rest, and acts as a master data repository or electronic filing cabinet.
NETWORK A collection of computers (commonly PC's) linked together by signal cables such that data, messages and programs can be readily transmitted between them.
PBX (in Europe PABX) PRIVATE AUTOMATIC BRANCH EXCHANGE An electronically-operated telephone exchange which will at a minimum allow a number of telephones within a location (for example a hotel) to intercommunicate and to have access to and from external public telephone lines, without the need for operators other than for receiving and routing incoming calls.
PENTIUM The name given by Intel, manufacturer of PC processors, to their 586 generation of processors. Numbers cannot he patented; names can be. Only Intel can sell Pentium processors.
PMS PROPERTY MANAGEMENT SYSTEM A computer-based set of programs normally sold as a complete package and designed to manage at a minimum the basic functions of a hotel; i.e. reservations, guest-accounting, guest check-in/checkout. Other functions, such as guest history, conference and banqueting, F&B control and interfaces to POS, telephones, etc. may be included as well, or be available as optional extras. There are numerous vendors of this software with the largest having no more than a 5% market share on a global basis. Many of the vendors also supply the hardware to run their system, but often this can be obtained (and maintained) separately.
POS POINT-OF-SALE An application or a machine which is specifically designed for use at a direct sales outlet, for example a restaurant, shop or bar. It can be used for price look-up, the production of a receipt, cash collection and control.
SABRE SEMI-AUTOMATIC BUSINESS RESEARCH ENVIRONMENT A Global Distribution System. Owned by AMR (also owner of American Airlines).
SHAREWARE Publicly available software which can be downloaded to a PC via one or other of the public networks (for example COMPUSERVE) and subsequently used by anyone. It is normally free, or at only an optional nominal charge, and is offered on an 'as is" basis, by individuals or institutions who have created it and who are willing to share it with others.
SMART CARD A type of credit/debit card where the magnetic stripe is supplanted (or augmented) by an embedded chip containing a memory and a processor. These enable the card to retain much more information about its bearer (for example ID numbers, lines of credit, health data, card transaction history) and thus to have many more uses (for example greater security via encoded signatures or photographs). Smart Cards have received wide adoption in France, often to the exclusion of magnetic-stripe cards and the embarrassment of their holders.
TERMINAL Originally, a CRT screen and keyboard attached to a (distant) computer, for inputting and receiving data; latterly, any form of desktop computer attached to a network. The original concept is now known as a "dumb terminal"*.
TCP/IP TRANSMISSION CONTROL PROTOCOL /INTERNET PROTOCOL. A format in which data is passed down communications lines between computers; as its full name implies, it is the format used to pass data across the Internet.
UNIX An operating system (ie: DOS or OS2) for computers.
VAPORWARE A derogatory term describing software programs or applications that exist only in the minds of salesmen (and women).
VDU VISUAL DISPLAY UNIT The display screen part of a PC or computer terminal, where this is a separate plug-in unit.
VIDEO/TELE CONFERENCING Two-way linking of two or more locations using video cameras and TV screens, to enable remote simultaneous meetings or conferences to be held. These can be sized to use large or small screens as appropriate for large or small meetings.
VIRUS Maliciously-written computer program which interrupts other computer programs or prevents them from working properly; often in the process irretrievably destroying work, data and files. Can be introduced innocently along with normal programs. There are a number of off-the-shelf programs available which can detect and render viruses harmless; these can reside permanently "on guard" in a computer, and their regular prophylactic use is strongly recommended.
WAN WIDE AREA NETWORK A network linking the computers or LANS* of individual offices to one another. Used to pass data around an entire company or enterprise.
WINDOWS A proprietary software framework or operating system (ie: DOS) for a PC under which data can be presented in semi-graphical format on screen, allowing the user to point and select with a mouse as an alternative to using the keyboard alone, and making the screen generally a more flexible medium for presenting data. This makes it easier for unskilled staff to operate the computer. Now almost a de facto standard for PC systems, even when not necessary for optimum operation.
WORLDSPAN A Global Distribution System, jointly owned by Delta, Northwest and TWA airlines.
WORLD-WIDE-WEB A section of the Internet which can transmit images as well as text between computers, and which uses hypertext* as an aid to rapid information search. The World-Wide-Web is currently being intensively commercially exploited by vendors of goods and services, as a direct marketing medium. Hotels are among the services being marketed this way, although the operation is currently still in its infancy. There is a large and growing number of service providers with varying levels of competence currently offering an Internet service to the hotel industry.
YIELD MANAGEMENT Applying mathematical techniques to the acceptance or rejection of business in accordance with predictions in order to maximize revenue. There are a number of differing mathematical methods in use to achieve this, with varying degrees of sophistication; all require computer calculations. Yield management may be a stand-alone system or be incorporated within a PMS or CRS. Typical claims for revenue improvement by these systems are 3% to 5%.
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