> ## Documentation Index
> Fetch the complete documentation index at: https://docs.abrahospitality.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> Key terms and concepts in ABRA

# Glossary

Understanding Abra's vocabulary helps you get the most out of the platform. This glossary covers the core concepts and data types you'll encounter.

***

## Guest Intelligence

These are the building blocks of guest knowledge in ABRA.

### Preference

<Info>
  Any request, requirement, or guest intel that **relates to a specific department**.
</Info>

Preferences are department-specific information that helps teams prepare for and serve guests. When you add a preference for an arriving or in-house guest, ABRA automatically emails the relevant department.

**Examples by Department:**

| Department          | Examples                                                     |
| ------------------- | ------------------------------------------------------------ |
| **Housekeeping**    | Feather-free bedding, extra pillows, hypoallergenic products |
| **Food & Beverage** | Allergic to peanuts, vegetarian, loves French red wine       |
| **Front Desk**      | Late checkout when available, high floor, quiet room         |
| **Spa**             | Prefers deep tissue massage, sensitive skin                  |

<Tip>
  Preferences for arriving and in-house guests are **automatically emailed** to the relevant department, ensuring the team is prepared.
</Tip>

**Categories:**

* **Allergies** - Food, environmental, or material sensitivities (flagged with special visibility)
* **Dietary** - Vegan, kosher, gluten-free, etc.
* **Room** - Bed type, floor level, view preferences
* **Service** - Communication preferences, housekeeping timing

***

### Golden Nugget

<Info>
  Meaningful personal details that can be used to personalize future interactions and are **not related to any specific department**.
</Info>

Golden Nuggets (or just "Nuggets") capture the human details that make guests unique. Unlike Preferences, these aren't department-specific - they're general knowledge that helps anyone on your team connect with the guest.

**Examples:**

| Category                 | Examples                                                                  |
| ------------------------ | ------------------------------------------------------------------------- |
| **Personal Information** | Has a dog named Spot, practices yoga daily, loves crossword puzzles       |
| **Related to This Stay** | First ski trip, traveling for business, mother-daughter trip              |
| **Life Context**         | Just got promoted to VP, daughter starting college, training for marathon |

<Note>
  **Preference vs. Nugget:** If the information helps a specific department do their job better, it's a Preference. If it's general knowledge that helps anyone personalize service, it's a Nugget.
</Note>

***

### Celebration

<Info>
  Any special occasion the guest is celebrating **during their stay**.
</Info>

Celebrations are opportunities to surprise and delight guests by recognizing meaningful moments.

**Types:**

| Type        | Description                                |
| ----------- | ------------------------------------------ |
| Anniversary | Wedding or relationship anniversary        |
| Birthday    | Guest's birthday during or near their stay |
| Honeymoon   | Recently married, honeymoon trip           |
| Babymoon    | Expecting parents, pre-baby trip           |
| Graduation  | Recent graduate celebrating                |
| Engagement  | Recently engaged                           |
| Retirement  | Celebrating retirement                     |

**Recurring:** Celebrations like birthdays and anniversaries repeat annually. ABRA automatically surfaces them for future stays.

***

### Touchpoint

<Info>
  A recorded interaction between staff and a guest.
</Info>

Touchpoints track when and how your team engages with guests, building a history of service moments.

**Examples:**

* Lobby greeting on arrival
* Concierge consultation for dinner reservations
* Housekeeping special request fulfillment
* Manager table visit at restaurant

***

## Issue Management

### Hurdle

<Info>
  Any complaint or issue that arises - big or small.
</Info>

Hurdles are the single system of record for guest problems. Every issue gets logged, assigned, tracked, and resolved. When you create a Hurdle, ABRA automatically sends an email notification to ensure quick follow-up.

**Required Fields:**

| Field              | Description                                                                                         |
| ------------------ | --------------------------------------------------------------------------------------------------- |
| **Department**     | Select the department the issue relates to                                                          |
| **Tags**           | Select relevant tags for reporting                                                                  |
| **What happened?** | Brief summary (e.g., "Guest called front desk and shared that the heat in the room is not working") |
| **Temperature**    | Rate guest's disappointment on a scale of 1-10                                                      |
| **Action Taken**   | What was done to resolve the issue                                                                  |
| **Compensation**   | Dollar amount if applicable (e.g., \$60 for champagne)                                              |

<Warning>
  Every Hurdle creation **automatically sends an email notification** to ensure quick follow-up.
</Warning>

**Example Hurdles:**

* AC not cooling properly in room 412
* Wrong meal delivered to room service order
* Noise complaint from wedding in ballroom
* Lost item in laundry

***

### Compensation

<Info>
  Service recovery offered to a guest in response to a Hurdle.
</Info>

When issues occur, compensation helps restore guest satisfaction. Track the dollar amount within the Hurdle for accountability and reporting.

**Examples:**

* Complimentary room upgrade
* Meal credit (\$60 for champagne)
* Late checkout
* Spa discount
* Points/loyalty credit

***

## Guest Delight

### Wow Moment

<Info>
  Any gesture - big or small - where you or the team went above & beyond for the guest.
</Info>

Wow Moments are intentional acts of service that exceed expectations and create lasting memories. Tag yourself and any team members involved - each person will be recognized!

**Examples:**

* Remembered guest's coffee order and brought it unprompted
* Delivered an "after-skiing" hot cocoa bar in the room and congratulated them on surviving their first day skiing
* Surprise birthday cake with personalized message
* Room decorated for honeymoon arrival

**Components:**

* **Description** - What was done
* **Photos** - Visual documentation (optional)
* **Staff involved** - Tag yourself and team members who made it happen

<Tip>
  Tag yourself and any team members involved in creating the Wow Moment - **each person will be recognized** for their contribution!
</Tip>

***

### Magic Tracker

<Info>
  A system for moving guests from unknown to delighted.
</Info>

The Magic Tracker categorizes guests by their service journey:

| Stage           | Description                                |
| --------------- | ------------------------------------------ |
| **Mystery**     | New guest, needs unknown                   |
| **Needs Magic** | Opportunities identified, ready to delight |
| **Wowed**       | Exceptional experience delivered           |

**WOW Score (0-3):** Measures the level of delight achieved for a guest during their stay.

***

## Profiles & Data

### Living Profile

<Info>
  The dynamic, combined view of everything known about a guest.
</Info>

A Living Profile aggregates all guest intelligence:

* Bio information (contact, occupation, demographics)
* All Nuggets across stays
* All Preferences (including allergies)
* Celebration dates
* Stay history
* Hurdle history
* Wow Moments received
* Accompanying guests (family, travel companions)

The profile grows and evolves with every interaction.

***

### Accompanying Guest

<Info>
  A guest traveling with another guest, linked via the PMS.
</Info>

If a guest is traveling with someone added as an "Accompanying Guest" in Opera (or other PMS), their profile will be automatically attached to the primary guest profile.

<Note>
  Add preferences to **each guest's individual profile** - not just the primary guest. Each accompanying guest has their own preferences and needs.
</Note>

**Relationship Types:**

* Spouse/Partner
* Family member
* Business associate
* Travel companion

***

### Bio

<Info>
  Core biographical information about a guest.
</Info>

**Fields:**

* Phone number
* Email
* Occupation
* Gender
* Address
* Birthday
* Anniversary

***

## Reservation Statuses

Understanding reservation statuses is essential for using ABRA effectively.

ABRA stores a small set of core statuses in the database. Some statuses you see in the app (like "Arrivals" and "Departures") are calculated based on the stored status plus today's date.

### Stored vs Displayed Statuses

| Stored Status | Condition                       | You See        |
| ------------- | ------------------------------- | -------------- |
| Upcoming      | Check-in date is in the future  | **Upcoming**   |
| Upcoming      | Check-in date is today          | **Arrivals**   |
| In-House      | Check-out date is in the future | **In-House**   |
| In-House      | Check-out date is today         | **Departures** |
| Past          | —                               | **Past**       |
| Cancelled     | —                               | **Cancelled**  |
| No Show       | —                               | **No Show**    |

<Note>
  **Arrivals** and **Departures** are not stored in the database. They are calculated in real-time:

  * **Arrivals** = Upcoming reservations where check-in date is today
  * **Departures** = In-House reservations where check-out date is today
</Note>

### Status Lifecycle

A reservation moves through these stages:

1. Guest books a reservation → **Upcoming**
2. Check-in date arrives → Shows as **Arrivals** (still stored as Upcoming)
3. Guest checks in → **In-House**
4. Check-out date arrives → Shows as **Departures** (still stored as In-House)
5. Guest checks out → **Past**

### Other Statuses

| Status        | Description                                 |
| ------------- | ------------------------------------------- |
| **Cancelled** | Guest or hotel cancelled the reservation    |
| **No Show**   | Guest did not arrive on their check-in date |
| **Tentative** | Reservation is not yet confirmed            |

***

## Reservations

### Reservation

<Info>
  A guest's booked stay at the property.
</Info>

A reservation connects a guest to a specific stay, including their room assignment, dates, and rate information. See [Reservation Statuses](#reservation-statuses) for how statuses work.

***

### Reservation Note

<Info>
  Notes attached to a specific reservation, often synced from the PMS.
</Info>

These are processed by ABRA's AI to extract Preferences, Nuggets, and Celebrations automatically.

***

## Organization

### Department

<Info>
  An organizational unit within the hotel.
</Info>

Common departments:

* Front Desk
* Concierge
* Housekeeping
* Food & Beverage
* Spa
* Engineering
* Management

Departments are used to:

* Assign Hurdles
* Categorize Preferences
* Receive automated preference emails
* Filter reports
* Route notifications

***

### Hotel

<Info>
  A property configured in ABRA.
</Info>

Each hotel has its own:

* Guest database
* Staff users
* Departments
* Room inventory
* PMS integration settings
* Branding/colors

***

## Quick Reference

| Term            | When to Use                                | Key Distinction                            |
| --------------- | ------------------------------------------ | ------------------------------------------ |
| **Preference**  | Department-specific request or requirement | Relates to a department, auto-emails team  |
| **Nugget**      | Personal detail for future personalization | NOT department-specific, general knowledge |
| **Celebration** | Special occasion during stay               | Opportunity to delight                     |
| **Hurdle**      | Any complaint or issue                     | Auto-notifies team for follow-up           |
| **Wow Moment**  | Above & beyond gesture                     | Tag team members for recognition           |

***

## Need Help?

For any questions or support, reach out to your hotel administrator or contact [support@abrahospitality.com](mailto:support@abrahospitality.com).

***

## See Also

<CardGroup cols={2}>
  <Card title="Living Profile Concept" icon="user" href="/concepts/living-profile">
    Deep dive into how profiles work
  </Card>

  <Card title="Guest Intelligence" icon="lightbulb" href="/concepts/guest-intelligence">
    How ABRA captures and organizes insights
  </Card>
</CardGroup>