Key terms

Amenities:- Services or items offered to guests or placed in the guestrooms for convenience &
comfort at no extra cost.

Back of the house:- The functional areas of the hotel in which employees have little or no guest
contact, such as the engineering & maintenance department, laundry etc.

Back-to-back;- Heavy rate of check-outs & check-in activities on the same day, so that as soon
as a room is madeup, a new guest checks into it.

Check-in:- The arrival & registration of a guest at the hotel. The term is also used for a guest
who has arrived & taken possession of a room & used the hotel services.

Check-out:- An American term adopted by hotels in india to mean a guest`s departure from the
hotel.

CMMS:- A `computerized maintenance management system`, installed in hotels to make sure

that maintenance activities take place before the point of breakdown is reached.

Deep cleaning:- Intensive or specialized cleaning under-taken in guestrooms or public areas,

often conducted according to a special schedule or on a special project basis.

Departure room:- A room from which the guest has departed, settled the account, returned the
room keys, & left the hotel. It is also called a check-out room or vacated room.

DND card:- A `do not disturb` card is hung outside the room to inform hotel staff or visitors that
the occupant does not wish to be disturbed.

Double locked:-An occupied room in which the deadbolt has been turned to prohibit entry from
the corridor. Only a grandmaster key or an emergency key can open it.

Faucets:- Another term for taps.

Floor pantry:- A service room provided on each floor for GRAs to store cleaning agents,
equipment, guest supplies, guestroom linen, & maid`s cart trolley.

Floor par:- The quantity of each type of linen that is required to outfit all rooms serviced from a
particular floor pantry.

Front office:- The department that handles check-ins & check-outs & where information
regarding the guests is maintained.
Front of the house:- The functional areas of the hotel, in which employees have extensive guest
contact, such as food & beverage facilities & the front office.

GRA:- guestroom attendant.

Hat checker:- A hat checker provides his services in superior hotels in cold climates. His domain
is the hat check room, where hats & heavy overcoats are deposited by guests as soon as they
enter the hotel lobby.

Housekeeping:- Is defined as the provision of a clean, comfortable, safe & aesthetically

appealing environment.

Inventory:- Stocks of merchandise, operating supplies, & other items held for future use in a
hospitality operation.

Occupancy report:- A report prepared each night by the front office. Which lists the rooms
occupied that night & indicates guests who are expected to check out the following day.