The words your revenue meeting uses, defined plainly.

Revenue leakage is the booking value a hotel loses after a guest has already asked to stay: the enquiry was never answered, answered too late, never followed up, or dropped after the price was sent.

An enquiry is lost after an offer when the guest received a price and the room details, then never booked.

Booking intent is the evidence, in what a guest writes or does, that they mean to book a stay: dates, a number of guests, a room type, a question about price or availability.

Booking attribution is the record of where a booking came from and what moved the guest to confirm it, so that its value can be credited to a channel, a person or a follow-up.

The direct booking ratio is the share of a hotel’s bookings, or of its room revenue, that arrived through the hotel’s own channels rather than through an online travel agency or another intermediary.

OTA commission is the share of a booking’s value that a hotel pays an online travel agency, such as Booking.com or Expedia, for a reservation made through it.

The billboard effect is the extra direct bookings a hotel receives because it is listed on an online travel agency: guests find it on the OTA, then book on the hotel’s own website, by phone or by message.

Rate parity is offering the same room, for the same dates and conditions, at the same price on every channel: the hotel’s own website, each online travel agency and the phone.

ADR, the average daily rate, is the average room revenue a hotel earns for each room it sold: room revenue divided by rooms sold.

RevPAR, revenue per available room, is the room revenue a hotel earns for every room it had available, sold or not: room revenue divided by rooms available, which equals ADR multiplied by occupancy.

TRevPAR, total revenue per available room, is all of a hotel’s revenue (rooms, food and drink, spa, events, parking and other spend) divided by the number of rooms available.

Speed to lead is the time between a guest’s first message, call or form and the hotel’s first real reply.

A response SLA is the reply time a hotel commits to for a kind of message, with a limit after which a reply counts as late.

Duty-manager escalation is the rule that moves a guest’s conversation or request to the manager on duty at a defined moment: when the guest asks for a person, complains, disputes a charge, or a promised time has passed.

The WhatsApp 24-hour window, which Meta calls the customer service window, opens when a guest messages or calls a business on WhatsApp and restarts each time they write again; while it is open the business may send any reply, and once it closes only an approved template message can be sent.

A WhatsApp template message is built from a template the business submitted to Meta and Meta approved; it is the only kind of message a business can send a guest outside the 24-hour customer service window.

PMS two-way sync is a connection that both reads from a hotel’s property management system (rooms, rates, availability, reservations) and writes back to it, so a booking made elsewhere appears in the PMS without anyone retyping it.

A guest portal is a private web page for one booking, opened from a link, where the guest sees their reservation and does what the desk would otherwise chase by e-mail or at check-in.

A digital compendium is the hotel information a printed room folder used to carry (breakfast hours, house rules, the spa, the neighbourhood, how to reach the desk) published as a web page a guest opens from a link or a QR code.

A pre-arrival message is what a hotel sends a guest before check-in to prepare the stay: it confirms the arrival time, collects documents and offers what can be arranged in advance.

Row-level security is a database feature that decides, row by row, which records a given account may read or change, so that the database itself, not only the application on top of it, keeps one customer’s data away from another’s.

A sub-processor is a company that a processor (a supplier handling personal data on a business’s behalf) engages to carry out part of that processing, such as hosting, sending messages or running an AI model.

A data processing agreement, or DPA, is the contract between a business that controls personal data and a supplier that processes it on its behalf, setting out what the supplier may do with the data and how it must protect it.

The UK GDPR is the United Kingdom’s version of the General Data Protection Regulation; with the Data Protection Act 2018, it governs how personal data is handled in the UK.

The UAE PDPL is Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data, the United Arab Emirates’ federal law on how personal data is processed.