Chapter Nine

9 Hotel Terminologies
These are the common terminology which has been used by hotels:

9.1 Front office Terminologies

Access time – the amount of time required for a processor to retrieve information from the hard
drive; recorded in milliseconds.

Account payable – Financial obligations the hotel owes to private and government-related
agencies and vendors.

Account receivable – Amount of money owed to the hotel by guests.

Aging of account – Indication of the stage of the payment cycle such as 10 days old, 30 days
overdue, and 60 days overdue.

All-suite – A level of service provided by a hotel for a guest who will desire an at home
atmosphere.

Amenities – Personal toiletry items such as shampoo, toothpaste, mouthwash and electrical
equipment.

American plan – A room rate that includes meals, usually breakfast and evening meal as well as
room rental in the room rate.

Assets – Items that have monetary value.

Atrium concept – A design in which guest rooms overlook the lobby from the first floor to the
roof.

Average Daily Rate (ADR) – A measure of the hotel staff’s ability to sell available room rates;
the method to compute the ADR is:   Room revenue / number of rooms sold.

Balance sheet – An official financial listing of assets, liabilities and owner’s equity.

Bank card – credit cards issued by banks, examples of which include Visa, MasterCard, JCB.

Banquet sheet – a listing of the details of an event at which food and beverage are served.

Bill-to-account – An extension of credit to a guest by an individual hotel that requires the guest
or the guest’s employer to establish a line of credit and to adhere to a regular payment schedule.

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Biometrics – An individual electronic measurement of uniqueness of human being such as
voice, hand print or facial characteristics.

Blackout – Total loss of electricity.

Blocking on the horizon – Reserving guest rooms in the distant future.

Blocking procedure – Process of reserving a room on a specific day.

Bottom up – A sales method that involves presenting the least expensive rate first.

Brownouts – Partial loss of electricity.

Business affiliation – Chain or independent ownership of hotels.

Call accounting – A computerized system that allows for automatic tracking and posting of
outgoing guest room calls.

Cancellation code – A sequential series of alphanumeric combinations that provide the guest
with a reference for a cancellation of a guaranteed reservation.

Cash bank – A specific amount of paper money and coins issued to a cashier to be used for
making change.

Cashier – A person who processes guest check outs and legal tender and make change for guest.

Cashier’s report – A daily cash control report that list cashier activity of cash and credit cards
and machine totals by cashier shift.

Chain – A group of hotels that follow standard operating procedures such as marketing,
reservations, quality of service, food and beverage operations, housekeeping and accounting.

Chain affiliations – Hotels that purchase operational and marketing service from a corporation.

Channel management – Objective review of the most profitable marketing approach for guest
rooms, central reservation system, GDS, third party reservation system, toll free phone
reservation, travel agent, etc.

City ledger account – A collection of accounts receivable of non-registered guest who use the
service of the hotel.

Collective bargaining unit – A labor union

Commercial cards – Credit cards issued by cooperation, an example of which is Diners Club.

Commercial hotels – Hotels that provide short-term accommodation for travelling guests.

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Commercial rate – Room rates for business people who represent a company but do not
necessarily have bargaining power because of their infrequent or sporadic pattern of travel.

Communication hierarchy – A listing of the order in which management personnel may be

called on to take charge in an emergency situation.

Complimentary rate – A rate in which there is no charge to the guest.

Computer supplies – Paper, forms, ribbons, ink cartridges needed to operate the system.

Concierge – A person who provides an endless array of information on entertainment, sports,

amusement, transportation, tours, church services and babysitting in a particular city or town.

Conference call – A conversation in which three or more persons are linked by telephone.

Confirmed reservations – Prospective guests who have a reservation for accommodations that
is honored until a specified time.

Continental breakfast – Juice, fruit, sweet roll and/or cereal.

Controller – The internal accountant for the hotel.

Convention guests – Guest who attend a large convention and receive a special room rate.

Corporate client – A hotel guest who represents a business or is a guest of that business and
provides the hotel with an opportunity to establish a regular flow of business during sales periods
that would normally be flat.

Corporate guests– frequent guests who are employed by a company and receive a special room
rate.

Corporate rates – Room rate offered to corporate clients staying in the hotel.

Credit – A decrease in an asset or an increase in liability, or an amount of money the hotel owes
the guest.

Credit balance – Amounts of money a hotel owes guests in future services.

Credit card imprinter – makes an imprint of the credit card the guest will use as the method of
payment.

Crisis management – maintaining control of an emergency situation.

Cross-training – training employees for performing multiple tasks and jobs.

Current guests – Guest who are registered in the hotel

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Customer relationship management – A system that allows hotel managers to integrate
technology to support customer service techniques that provide top-notch customer service.

Cycle of service – The progression of a guest’s request for products and service through a
hotel’s department.

Daily blocking – assigning guests to their particular rooms on a daily basis.

Daily sales report – A financial activity report produced by a department in a hotel that reflects
daily sales activities with accompanying cash register tapes or point-of-sales audit tapes.

Database interfaces – the sharing of information among computers.

Data sorts – Report option in a PMS that indicate groupings of information.

Debit – An increase in an asset or a decrease in a liability.

Debit balance – An amount of money the guest owes the hotel.

Debit cards – Embossed plastic cards with a magnetic strip on the reverse side that authorize
direct transfer of fund from a customer’s bank account to the commercial organization’s bank
account for purchase of goods and services.

Deep cleaning – A thorough cleaning on furniture and accessories, windows, flooring and walls.

Demographic data – Size, density, distribution, and vital statistic of population broken down
into, for example; age, sex, marital status and occupation categories.

Departmental accounts – Income and expense-generating areas of the hotel, such as restaurants,
gift shop and banquet.

Direct-email letters – Letter sent directly to individuals in a targeted market group in a

marketing effort.

Distance learning – learning that takes place via satellite broadcasts, Picture Tel, or online
computer interaction.

Double Occupancy Percentage – A measure of a hotel’s staff ability to attract more than one
guest to a room; the method to compute double occupancy percentage is: Number of guest –
number of rooms sold / number of rooms sold X 100%

Eco tourists – Tourist who plan vacation to understand the culture and environment of a
particular area

Electronic key – A plastic key with electronic codes embedded on a magnetic strip.

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Electronic key system – A system composed of battery-powered or, less frequently, hardwired
locks; a host computer and terminals; a keypuncher; and special entry cards that are used as keys.

Empowerment – Management’s act of delegating certain authority and responsibility to

frontline employees.

Ergonomics – The study of how people relate psychologically to machines.

European plan – A rate that quotes room charge only.

Express check out – Means by which the guest uses computer technology in a guest room or a
computer in the hotel lobby to check out.

Family rate – room rates offered to encourage visit by families with children.

Float – The delay in payment from an account after using a credit card or personal check.

Floor limit – A dollar amount set by the credit card agency that allows for a maximum amount
of guest charges.

Flow analysis processes – The preparation of a schematic drawing of the operations included in
a particular function.

Flowchart – An analysis of the delivery of a particular product or service.

Folio – A guest’s record of charges and payment.

Forecasting – Projecting room sales for a specific period.

Full house – 100 percent hotel occupancy; a hotel that has all its guest room occupied.

Full service – A level of service provided by a hotel with a wide range of conveniences for the
guest.

Global Distribution System (GDS) – Distributor of hotel rooms to corporations such as travel
agents that buy rooms in large volume.

Going green – the responsibility to take care of the environment.

General ledger – A collection of accounts that the controller uses to organize the financial
activities of the hotel.

Group rate – Room rate offered to large groups of people visiting the hotel for a common
reason.

Group travelers – Person who are travelling on business or for pleasure in an organized fashion.

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Guaranteed reservations – Prospective guests who made a contact with the hotel for a guest
room.

Guest Folio – A form imprinted with the hotel’s logo and control number and allowing space for
room number, guest identification, date in and date out, and room rate in the upper left-hand
corner; it allows for guest charges to be imprinted with PMS and is filed in room number
sequence.

Guest histories – Detail concerning the guest’ visits, such as ZIP code, frequent of visits,
corporate affiliation or special needs.

Guest supplies – Commonly referred to as guest amenities or personal toiletries; care items such
as small bottles of shampoo, hair conditioner, lotion, soap, mouthwash, shoeshine cloth, mending
kit etc.

Hard key system – A security devise consisting of the traditional hard key that fits into keyhole
in a lock; preset tumblers inside the lock are turned by the designated key.

Hardware – Computer equipment used to process software, such as central processing units,
keyboards, monitor and printers.

Hospitality – The generous and cordial provision of services to a guest. 

Hotel representative – A member of the marketing and sales department of the hotel who
actively seeks out group activities planner.

House count – The number of persons registered in a hotel on a specific night.

Housekeeping room status – Terminology that indicate s availability of guest room such as
available, clean or ready ( room is ready to be occupied ), occupied ( guest or guests are already
occupying a room ), dirty or stay over ( guest will not be checking out of a room on the current
day ), on change ( guest has checked out of the room, but housekeeping staff has not released the
room for occupancy), and out of order ( the room is not available for occupancy because of a
mechanical malfunction)

Hubbart formula – A method used to computed room rate that considers such factors as
operating expenses, desired return on investment and income from various departments in the
hotel.

Incentive program – An organized effort by management to understand employees’

motivational concerns and develop opportunities for employees to achieve both their goals and
the goals of the hotel.

Independent hotel – A hotel that is not associated with a franchise.

In-house laundry – A hotel-operated department that launders linens, uniforms, bedspreads etc.

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In-room guest check out – A feature of the property management system that allows the guest
to use a guest room television to check out of a hotel.

Interdepartmental communication – Communication between departments.

Interfacing – The ability of computers to communicate electronically and share data.

Inter-hotel property referrals – A system in which one member-property recommends another

member property to a guest.

Job analysis – A detailed listing of the tasks performed in a job, which provides the basis for a
sound job description.

Job description – A listing of required duties to be performed by an employee in a particular

job.

Key drawer – A drawer located underneath the counter of the front desk that holds room keys in
slots in numerical order.

Key fob – A decorative and descriptive plastic or metal tag attached to a hard key.

Late charges – Guest charges that might not be included on the guest folio because of a delay in
posting by other department.

Leisure travelers – People who travel alone or with others on their own for visits to points of
interest, to relatives, or for other personal reasons.

Liabilities – Financial or other contractual obligations or debts.

Limited service – A level of service provided by a hotel with guest room accommodations and
limited food service and meeting space.

Litigious society – An environment in which consumers sue providers of products and services
for not delivering them according to expected operating standards.

Manager’s report – A listing of occupancy statistics from the previous day, such as occupancy
percentage, yield percentage, average daily rate, Rev PAR, and number of guests.

Market segment – Identifiable group of customers with similar needs for products and services.

Marquee – The curbside message board, which includes the logo of the hotel and space for a
message.

Mass marketing – Advertising products and service through mass communications such as
television, radio, and internet.

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Material Safety Data Sheets (MSDS) – A listing of the chemical contents, relative hazards to
the users, and name and address of the producers of the contents.

Military and Educational rate – Room rate established for military personnel and educators.

Modified American Plan – A room rate that offers one meal with the price of a room rental.

Moonlighter – A person who holds a full-time job at one organization and a part-time job at
another organization.

Night Audit – the control process whereby the financial activity of guest’s accounts is
maintained and balanced on a daily basis.

No-show factor – Percentage of guests with confirmed or guaranteed reservations who do not
show up.

Occupancy percentage – The number of rooms sold divided by the number of rooms available.

On the job training – A training process in which the employee observes and practices a tasks
while performing his or her job.

Organization Chart – Schematic drawing that list management position in an organization.

Orientation Check List – A summary of all items that must be covered during orientation.

Outsourcing – Provision of service to the hotel, for example; a central reservation system by an
agency outside of the hotel.

Outstanding balance report – A listing of guest’s folio balances.

Overbooking – Accepting reservations for more rooms than are available by forecasting the
number of no show reservations, stay overs, under stays, and walk ins, with the goal of attaining
100 percent occupancy.

Package Rate – Room rate that include goods and services in addition to rental of a room.

Paid in advance (PIA) – Guest who paid cash at check in.

Paid-outs – Amount of monies paid out of the cashier’s drawer on behalf of guest or an
employee of the hotel.

Par System – A level of inventory established that provides adequately for service.

Percent Yield – The number of rooms sold at average daily rate versus number of rooms
available at rack rate multiplied by 100

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Point of sale – An outlet in the hotel that generates income such as a restaurant, gift shop, spa
etc.

Posting – The process of debiting and crediting charges and payments to a guest folio.

Policy and procedure manual – Publication that provides an outline of how the specific duties
of each job are to be performed.

Potential gross income – The amount of sales a hotel might obtain at a given level of
occupancy, average daily rate and anticipated yield.

Private label cards – Credit cards issued by retail organization, such as a department store or
gasoline company.

Profit-and-loss statement – A listing of revenues and expenses for a certain time period.

Property Management System (PMS) – A generic term for applications of computer hardware
and software used to manage a hotel by networking reservation and registration databases, point
of sales system, accounting system and other office software.

Rack rate – The highest room rate category offered by a hotel.

Referral reservation service – A service offered by a management company of a chain of hotels

to franchisee members.

Registration card – A form on which the guest indicates name, home or billing address, phone
number, date of departure, method of payment and etc.

Residential hotel – hotels that provide long term accommodations for guest.

Revenue management – A process of planning to achieve maximum room rate and most
profitable guests ( guest who will spend money at the hotel’s food and beverage outlets, spa etc. )
that encourages front office manager, general manager and marketing or sales director to target
sales periods and develop sales programs that will maximize profit for the hotel.

Room blocking – reserving rooms for guests who are holding reservations.

Room revenue – The amount of room sales received.

Room sales projections – A weekly report prepared and distributed by the front office manager
that indicates the number of the departures, arrivals, walk ins, stay overs, and no shows.

Sales indicators – Number of guest and revenue generated.

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Self-check-in process – A procedure that requires the guest to insert a credit card with a
magnetic stripe containing personal and financial data into a self-check in terminal and answer a
few simple questions concerning the guest stay.

Stay overs – currently registered guest who wish to extend their stay beyond the time for which
they made reservations.

Total Quality Management (TQM) – A management technique that encourages managers to

look critically at process used to produce products and services.

Travel directories – Organized listings of hotel reservation access methods and hotel
geographic and specific accommodations information.

Traveler’s checks – Prepaid checks that have been issued by a bank or other financial
organization.

Under stays – Guest who arrive on time but decide to leave before their predicted date of
departure.

Upsell – To encourage a customer to consider buying a higher priced product or service than
originally anticipated.

Visual alarm systems – flashing lights that indicate a fire or other emergency in a hotel room.

Walk in guest – Guest who request a room rental without having made a reservation.

Yield – The percentage of income that could be secured if 100 percent of available rooms are
sold at their full rack rate.

ZIP or Postal Code – An individual local postal designation assigned by a country.

9.2 Housekeeping Terminologies

Antique – Antique furniture belongs to the period before 1840, though nowadays any pieces of
furniture that is more than 100 years old is considered an antique.

Amenity – A service or item offered to guests or placed in guestrooms for convenience and
comfort, at no extra cost.

Area inventory list – A list of all items and surfaces within a particular area that require the
attention of the housekeeping personnel.

Back of the house – The functional areas of the hotel in which employees have little or no guest
contact, such as the engineering and maintenance department, laundry room and so on.

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Back to back – Describes a heavy rate of check outs and check ins on the same day, so that as
soon as room is made up, a new guest checks into it.

Banquet – A term used to describe catering for specific numbers of people at specific times, in a
variety of dining layouts.

Bath linen – Include bath towels, hand towels, face towels, washcloths and fabric bath mats.
Machine.

Budget – A budget is a plan that projects both the revenue that the hotel anticipates during the
period covered by the budget and the expenses required to generate the anticipated revenues.

Buff – To smooth the floor with a low speed floor polishing.

Burnishing – Polishing the floor with a high speed floor machine to achieve an extremely high
gloss.

Breakfast knob cards – Card hung by guests on the knobs of guest room doors to pre order
breakfast at night so that the order reaches the staff on time and the guest is not disturbed for
placing the order early in the morning.

Bonsai – Literally meaning “a plant in a tray” this refers to a tree or a plant whose typical growth
in nature has been copied exactly in a miniature style within the confines of a container.

Capital budgets – These allocate the use of capital assets that have a life span considerably in
excess of one year, these are assets that are not normally used up in day to day operations.

Cabana – A room adjacent to the pool area, with or without sleeping facilities, but with
provision for relaxing on a sofa. It is mainly used for changing.

Coverlet – A bedspread that just covers the top of the dust ruffle but does not reach down to the
floor.

Cleaning supplies – Cleaning agents and small cleaning equipment used in the cleaning of
guestrooms and public areas in the hotel.

Condominiums – hotels similar to timeshare hotels. The difference between the two lies in the
type of ownership. Units in condominium hotels have only one owner instead of multiple
owners, each for a limited amount of time each year.

Convention – A formal assembly of representatives sharing a common field of interest, come

together to air their views.

Crib – Cot for babies, provided to guests on request.

Damp-dust – A method of cleaning where the item to be cleaned is wiped with a damp cloth.

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Deep cleaning – intensive or specialized cleaning undertaken in guestrooms or public areas,
often conducted according to a special schedule or on a special project basis.

DNCO – This room status means that the guest made arrangement s to settle his/her account but
has left without informing the front office.

DND Card – A do not disturb card is hung outside the room to inform hotel staff or visitor that
the occupant does not wish to be disturb. 

Double Locked (DL) – An occupied room in which the deadbolt has been turn to prohibit entry
from the corridor. Only a grandmaster key or an emergency key can open it.

Dutch wife – Another term for the sewing kit provided as a guest amenity.

Duplex – A two storey suite with parlour and bedrooms connected by a stairway.

Duvet – Quilts filled with down feather or synthetic fibers. Many hotels use duvets with a
decorative duvet cover in lieu of both blankets and bedspread. They are sometimes referred to as
comforters.

Dry Cleaning – The cleaning of fabrics in a substantially non-aqueous liquid medium.

EPABX Operator – Electronic Private Automatic Branch Exchange operators. These are the
hotel switchboard operators who answer calls and connect them to the appropriate extensions.
These operator also relay telephone charge incurred by guests to the front office cashier.

Exhaust vent – An opening for ventilation, sometimes fixed with an exhaust fan to facilitate of
fresh air.

FFE – Furniture, Fixtures and Equipment.

Fix assets – These are tangible assets of a long term nature, such as land or large pieces of
machinery and equipment’s.

Fixture – Hardware items present in guestrooms that cannot be moved or are difficult to move as
a whole since they are fixed in position. For example; wash basin, baths and lighting fixtures.

Floatels – Hotel establishments being operated on large water bodies such as seas and lakes.
Cruise liner and some houseboats are typical examples of these.

Front of the house – The functional areas of the hotel in which employees have extensive guest
contact, such as food and beverage outlets and front office areas.

Floor pantry – A service room provided on each floor for GRAs to store cleaning agents,
equipment’s, guest supplies, guest room linen and maid’s cart.

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Gate pass – An authorization given to an employee to take guest or hotel property out of the
hotel.

Guest Loan Items – Guest supplies not normally found in a guestrooms but available upon
request. For example; ironing board.

Guest essentials – items that are essential to the guestrooms and are not expected to be used up
or taken away by guest.

Guest expendables – Guest supplies that are expected to be used up or taken away by guest on
leaving the property.

Graveyard shift – Night shift.

Guest supplies – These are items placed in the guestroom free of cost for the use and comfort of
guest.

Handle with care (HWC) guest – Guest who may have had some unpleasant experiences in the
hotel or had some complaints, genuine or otherwise, are labeled as “handle with care “guest by
the hotel for the reminder of their stay or future sojourn. 

Hard water – Water that contains more than 60 ppm (part per million) of calcium and/or
magnesium is called hard water.

Hand caddy – A portable container for storing and transporting cleaning supplies, carried on a
room maid’s cart.

Hollywood Twin room – A room with two twin beds but a common headboard, which is meant
for two people. If the need arises, the beds can be bridged together to make it appear a single
bed.

Hospitality – The cordial and generous reception and entertainment of guests or strangers, either
socially or commercially.

Inventory – Stock or merchandise, operating supplies, and other items held for future use in a
hotel. For example; linen, cleaning supplies and so on, are important housekeeping inventories.

Jacuzzis – Whirlpool ; small pools in which alternate jets of warm water bring about therapeutic
effect.

King-size bed – The largest size of bed available, with dimension of 78 inches x 80 inches
(eastern king) or 72 x 80 inches (California king) 

Lanai – A room overlooking a landscaped area, a scenic view, a water body or garden. It may
have a balcony, a patio or both.

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Laissez faire – A style of leadership where a leader believes in delegating assignments and
important task to others in the team.

Landscape area – An area where trees, plants, turf, deck, walks, ponds and so on have been
used to create a natural looking outdoor space that is functional and visually appealing.

Luggage rack – A furniture item provided in guestrooms for placing the guest’s luggage on.

Linen chute – A passage in the form of a tunnel for sending soiled linen from the floor pantries
of all floors to a central place near the laundry, from where it can be collected by the laundry
staff.

MICE – Meeting, incentives, conventions, exhibitions. This segment is now a big revenue
generator for the hotels. Certain hotels cater specially to the MICE customer.

Motels – Hotels that are located primarily on highways. They provide modest lodgings to
highways travelers. Most motels provide ample parking space and may be located near a petrol
station.

Make up – servicing of the room while a guest is registered in the room.

Mini bar – A fixture in modern guestrooms, this is a miniature refrigerator stocked with juices,
liquor, and snack for the convenience of guests.

Murphy bed – This refers to a bed that folds up into the walls and looks like a bookshelf or
cupboard when folded away, being named for a leading manufacturer of such beds. It may also
be called a Sico bed (after another leading manufacturer of foldaway or wall beds)

Nightstand – A nightstand is a small stand or cabinet designed to stand beside a bed or

elsewhere in a bedroom, as a place to put anything likely to be required during the night; also
called night table.

Operating Budgets – These forecast the expense and revenues for the routine operations of the
hotel during a certain period.

Operating expenses – Those cost that the hotel incurs in order to generate revenue in the normal
course of doing business.

Operating supplies – The items essential to day-to- day housekeeping operations, including
guest supplies and cleaning supplies.

OOO – Out of Order is the status of a guestroom that is not rentable because it is being repaired
or redecorated.

OPL – On premises laundry. An in house area in the hotel where linen and uniforms are washed,
dry-cleaned and pressed.

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On change room – A room in need of housekeeping service before it can be registered to an
arriving guest.

Open section – A group of rooms that is not part of a room section for cleaning purposes.

Porch – A covered approach to the entrance of a building.

Pat stock / par number – A multiple of the standard quantity of a particular inventory item that
must be on hand to support daily, routine housekeeping operations.

Par level – The standard number of each inventoried item that must be in hand to support daily,
routine housekeeping operations.

Performance standards – The quality level that employees’ performance is required to meet.

Productivity standards – The quantity of work expected to be completed by each department

employee.

Pre-Opening Budgets – These budget allocate resources for opening parties, advertising, initial
generation of goodwill, liaisons and PR. Pre-opening budgets also include the initial costs of
employees’ salaries and wages, supplies, crockery, cutlery and other such items.

Pick up rooms – Rooms from the open section assigned to different GRAs to balance out the
workload.

Queen size bed – A queen size bed has the dimensions 5 ft. 6 in x 6 ft. 6 in.

Room assignment sheets – The room assignment sheet indicates the rooms that the particular
GRA has to service, giving their status as indicates in the daily work report. The sheet also lists
any pick up rooms that the GRA has to service, apart from the rooms in his/her section.

Room status discrepancy – A situation in which the housekeeping department’s description of a

room’s status differs from the room status information with the front office.

Room status report – A report that allows the housekeeping department to identify the
occupancy or condition of the property’s rooms. It is generated daily through a two-way
communication between housekeeping and front office.

Refurbish – To give a new look to a room by re-decorating, renewing soft furnishings, and
possibly changing the carpet and touching up the furniture.

Room section – A group of 15-16 guestrooms reasonably contiguous to each other.

Runners – In this context, lengths of matting made of synthetic or natural fibers, placed at
entrances to prevent dirt and dust from entering the building. (Another use of the term runner in

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housekeeping is for a person who is charged with the duty of conveying orders from
housekeeping department to the staff on guest floor).

Safety stock level – The number of purchase unit that must always be on hand in case of
emergencies, damages, delays in delivery and so on.

Service directory – This is a booklet in which the services offered to guests by the hotel are
listed, along with the intercom numbers to reach the relevant departments.

Skipper – A room status that indicates the guest has left the hotel without making arrangements
to settle his/her account.

Sleeper – A room status means that the guest has settle his/her account and left the hotel but the
front office staff have failed to update the room status.

Studio bed – this is dual purpose bed that is used as divan in the daytime and converts into a bed
in the night after the removal of bolsters and covers.

Swab cloth – A soft, absorbent cleaning cloth used for wet cleaning work, such as for wash
basin, baths, and so on. se are small metal or plastic containers with lids, kept in toilets for
collection of soiled sanitary towels.

Surveillance equipment – Equipment such as CCTVs (Closet circuit televisions) that help to
closely observe suspicious activities and persons.

Scanty baggage – A room status indicating a room assigned to guest with small, light and few
pieces of luggage that could be carried away without obviously indicating a departure, should a
guest walk out with them.

Soft water – Water in which the level of dissolved calcium and/or magnesium is below 60 ppm.

Soiled linen – Dirty and stained linen that required laundering.

Spotting – The specialized function of stain removal carried out by skilled personal called
spotters, using appropriate equipment and stain-removal agents.

Stain – A spot or discoloration left on fabrics from contact with and absorption of foreign
substances.

Sorting – The process of separating soiled linen into different categories: those requiring dry-
cleaning and those that should be laundered under different conditions, such as whites and
colored. In other words, sorting is governed construction and the amount and kind of soil.

Stock taking – The physical verification of inventory items by counting up stocks of all items at
periodic intervals. Stock taking is also termed “conducting inventory “.

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SWB – Salaries, Wages and Benefit.

Timeshares – vacation interval hotels. These involve individuals purchasing the ownership of
accommodations for a specific period of time, usually one or two weeks a year. These owner
then can occupy the unit during that time. Owner may also have the unit rented out by the
management company that operates the hotel.

Tent cards – Hotel publicity cards in the shape of tents placed in guestrooms.

Terrazzo – Flooring which consists of marble, granite and other decorative chips set in cement.

Turn down service – A special service provided by the housekeeping department in which a
room attendant enters the guestroom early in the evening to re stock supplies, tidy the room and
turn down the covers on the bed in preparation for the night. 

Tooth glass – A glass placed on the vanity unit as a guest supply and used for gargling or to
keep the guest’s toothbrush, dentures, or other similar items in.

Water closet – Sanitary fitting consisting of the toilet bowl and the cistern.

Vanity area – A unit comprising a wash basin and mirror, surrounded by flat area where soap,
dental kits, saving kits, and tooth glasses are kept.

Vacant – The status of a room in which no guest has slept the previous night and which is not
yet occupied.

Wi-Fi – Wireless fidelity. This is an amenity provided nowadays by world class hotels. WI fi
enables guests to access a wide range of information, applications, and computing resources
without connectivity problem.

Zero base budgeting – Zero base budgeting refers to hiring employees while taking into account
the actual occupancy for a specified period of time.

9.2.2 Room Status Codes and Terminologies

Terminologies Codes Descriptions

Occupied Clean OC The room is occupied and has been cleaned by
room attendant
Occupied Dirty OD The room is occupied and hasn’t been cleaned
by room attendant
Vacant Clean / Ready VC / VR The room is vacant and has been cleaned by
room attendant or ready for sale
Vacant Dirty VD The room is vacant and hasn’t been cleaned by
room attendant

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 Do Not Disturb DND The guest has requested no disturbances
Out of Order OOO The room is under maintenance, refurbishment
or extensive cleaning
Extra Bed XB An extra bed is being used in the guest room
Sleep-out SO The guest is supposed to be staying in the room
but the bed has no signs of being used
Check-out CO The guest has paid the bill and checked out his/
her room
Expected Departure ED It is the same as ‘due-out’ which means the
guest would depart prior to the check-out time
of the following day
Did Not Check Out DNCO The guest has paid or made payment
arrangement but has not completed the check-
out processes or informed the front desk while
leaving.
Late Check-out / The guest has requested and is approved to
check out later than the standard check-out time
Skipper / The guest has not paid and left without
informing the front desk
Stay-over SO The guest is not checking out today and will
remain at least one more night
Lock-out / The occupied room has been locked which
disallows the guest to re-enter until he/she
comes into contact with hotel staff to clarify
his/her status

9.3 Food and Beverage Terminologies

Aboyer: Aboyer aids the communication between the kitchen and restaurant. He receives the
food order from the service staff and announces the order to the kitchen. Aboyer is responsible
for hot plate section of the pantry.

A la carte Menu: A la carte menu is a type of menu, where the food items are priced
individually. Literary meaning of a la carte is “from the card”

American service: It is a type of table service. In American menu the food is pre-plated and
portioned at the kitchen. This type of service is relatively less formal and seen in coffee shops.

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ABC: ABC stands for Ashtray, Budvase and Cruet. ABC is kept at the center of the table while
laying the cover.

Back of the House: Back of the house is the ancillary area of the restaurant, where all the
supporting service is carried out. Some of the back of the house sections are pantry, dishwashing,
hot plate, still room etc.

Bain Marie: Bain Marie is equipment that holds the Food hot. The equipment contains
cylindrical drum, which is heated with water. Bain Marie is usually used in Hot Plate section of
the pantry.

Barker: Barker is another term for Aboyer. Barker is the person who communicates between
service and kitchen and help to pick up the food in time. Usually the order taken by the waiter is
handed over to the Barker.

Bone China: It is a white translucent ceramic material made from kaolin, china clay and bone
ash. It is used in restaurant to serve various dishes.

Briefing: Briefing is done prior to the opening of the restaurant. In the briefing the senior most
staff gives instructions to the junior staff with regard to availability of dishes, special items of the
day, and also some training.

Buffets: Buffet is a type of assisted service, where food and beverage is displayed at counters.
Waiter assists at the counters to take the food from the counters or the guest help themselves.

Bus Boy: Bus boy is a person who helps the waiter. The main responsibility of a bus boy is to
bring the food from the kitchen and also do the clearance of plates from the table.

Carousel: Carousel is a circular counter that revolves to display the food items. The carousel is
fitted in such a way that the one side is always inside the kitchen and other side is in the service
area. As the carousel revolves the counter is filled up from the kitchen and guests selects the food
as it revolves.

Carte du jour: Carte du jour means “card of the day”. It is used to highlight the special dishes of
the day. Carte du jour is actually a supporting menu to the main menu.

Chafing dish: It is a hollowware used to keep the food warm usually in buffet service. Chafing
dish has a water container, which is the base, food container and place for fuel. Using the fuel the
water is heated up and in turn the food is heated up with the hot water.

Cover: Cover is the space on the table allotted for table-wares to the guest to consume his/her
meal. The size of the cover is 24 inch * 18 inch.

Cutlery: Cutlery is the term denotes all the cutting implements such as knives. Cutlery can be
made of EPNS or stainless steel.

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Demi-tasse: Demi-tasse means half cup. It is used to serve coffee except breakfast. Size of demi-
tasse is 75 ml.

Dummy waiter/ Demi waiter: Dummy waiter is another term for side board. It is a restaurant
furniture and used to keep all the serving equipment’s for a meal session.

Elevenses: Elevenses is a meal served at 11 o’ clock. It includes the food items as biscuits, cake
etc. and usually offered to children.

Gueridon trolley: It is a mobile trolley from which the gueridon service is done.

Hostess: Hostess is a member of restaurant brigade. Duty of hostess includes taking restaurant
reservation and receiving them at the door.

Indian breakfast: It is a type of breakfast, which includes Indian dishes such as dish, idly,
chapathi etc. served with chutney and vegetable curries. There are two types of Indian
breakfast’s viz. North Indian and South Indian.

Lounge service: It is a type of specialized service. Lounge service is done at the lounge of a
hotel. Items such as morning tea, afternoon tea, and alcoholic beverages are served in the lounge.

Maitre d’hôtel: Maitre d’hotel is the Supervisor of the F&B outlet. He looks after the day to day
operations of a food service outlet.

Menu: Menu is a list of food and/or beverage than can be served to a guest at a price. It helps
guests to select what they would like to eat and/ or drink. It is a document that controls and
directs an outlet’s operation and is considered the prime selling instrument

Mise-en-scene: It means prepare the environment of the outlet before service. Mise-en-scene
includes preparing the restaurant welcoming, create ambience with regard to cleanliness,
furniture setting and temperature.

Mise-en-place: Mise-en-place means “putting in place” and the term denotes to the preparation
of a work place for ultimate smooth service. To ensure that the restaurant is ready for service the
waiter makes sure that this station has been efficiently prepared for service.

Napkin: Napkin is restaurant linen. Napkin is used to decorate the table using various folds and
also used to keep on the lap of the guest to protect their clothes during service.

Sommelier: Sommelier is the French term for wine waiter. He is responsible for the service of
all alcoholic drinks during the service of meals, and is also a sales person. He requires to have a
thorough knowledge of beverages and wines as food accompaniments.

Trancheur: Trancheur is the French term for carver. His responsibility is to carve the meat
joints in front of the guest and serve to them.

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Salesmanship: The food and beverage service personnel are technical salespersons, hence they
should have a thorough knowledge of the proper presentation and service of all the food and
beverage served in the establishment

Tableware: Table ware is a type of restaurant equipment’s used to keep on the table. Table ware
includes flatware, cutlery and hollowware. Table ware is made either EPNS or stainless steel.

Silver Dip: Instantly removes tarnish from silverware, silver plate, cutlery and small silver
items. Quickly cleans even difficult to reach places such as between fork tines. Gives silver a
brilliant shine. Just dip, rinse and dry

Polivit: Polivit is the one of the fastest methods of cleaning silverware. For this one needs
aluminum foil, baking soda, shallow pan and a clean cloth. The baking soda will "polish" the
silverware, removing dirt, stains, and grease. Rinse the silverware thoroughly under warm,
running water. Air-dry the silverware on a clean towel. Buff the silverware with a soft, clean
cloth.

Burnishing machine: This is a revolving drum like container using for cleaning silver ware,
with safety shield attached to it... The burnishing machines are attached with ball bearing to run
that effectively. Soap power is used to clean the silver ware hygienically.

Thermal shock: Thermal shock is the result of glass experiencing a sudden temperature change.
Glass holds temperature, and a rapid change in temperature can cause enough stress to result in
breakage.

Mechanical shock: Mechanical shock in glassware is the direct result of contact with another
object, such as a spoon, a beer tap, another glass, or a piece of china. This kind of contact can
cause a minute abrasion, invisible to the eye, but a source of weakness in the glass, making it
more susceptible to breakage from impact or thermal shock.

Disposables: Disposables are use and throw products used in the service of food and beverage
products this is largely due to the increasing demand for fast food items. There are different
types of disposable used in the catering business and mostly they are used in outdoor catering,
vending machines, fast food outlets & hotels

Special equipment’s: Special equipment’s are for specialized services. They are not used in
regular services. Specialized equipment’s are divided into Trolleys and Miscellaneous
equipment’s. Some of the trolleys used in a restaurant are gueridon trolley, bain Marie, vending
machine, hot plate etc.

EPNS (Electro Plated Nickel Silver): EPNS is Silverware made of silver plating. Silver plating
is a thin layer of silver on top of another metal. It is made by an electrical process, hence the
name – Electroplated Nickel Silver. Cutleries and crockery’s of high class establishments are
made out of EPNS which includes different types of forks, knifes, pots, plates, salvers etc.

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Table d’hôte or a fixed menu: Table d’hôte refers to a menu of limited choice. It usually
includes three or five courses available at a fixed price. It is also referred to as a fixed menu. This
term is known to caterers by its abbreviation TDH menu. A table d’hôte menu is a complete meal
at a predetermined price.

A la carte menu: A la carte menu is a multiple choice menu, with each dish priced separately. If
a guest wishes to place an order he selects the item from the menu and pays for the order he
made. In an a la carte menu all items are cooked to order and served with accompaniments.

Hors d’oeuvre: Hors d’oeuvre course aimed to stimulating the palate, and consists of small tasty
dishes, using a large array of different items such as anchovies, olives, cheese and smoked fish.
They are often referred to a starters or appetizers. This course could also include salads.

Entrée: Entree is the first meat in a French Classical menu. It usually comprises a dish made up
of steak, cutlets, casseroles or stews. Some example are Steak au poirre, Veal cutlets, and Irish
stew.

Dessert: This is the fruit course in the French classical menu and usually presented in a basket
(Corbielle de Fruits) and placed on the table, as part of the table décor, and served at the end of
the meal. All forms of fresh fruit and nuts may be served in this course.

Table Service: It is a type of service. Table service is the service done at the table, where the
guests are seated. In the table service either service personnel or waiter serves the food to the
guests or the guests help themselves.

American service: American service is a pre-plated service which means that the food is served
onto the guest’s plate in the kitchen itself and brought to the guest. The portion is predetermined
by the kitchen and the accompaniments served with the dish balances the entire presentation in
terms of nutrition and color. This type of service is common in a coffee shop where service is
required to be fast.

English service: English service is often referred to as “Host Service” or “Silver service”. The
food is brought on platters by the waiter and is shown to the host for approval. The waiter then
portions the food and serves to the guest plate.

French service: It is a very personalized service. Individual portioned food is brought from the
kitchen in dishes and slavers which are placed directly on the table. The plates are kept near the
dish and the guests help themselves.

Russian service: Table is laid with food for guests and presentation is done elaborately. Guests
help themselves. This is an elaborate silver service much on the line of French service. Display
and presentation are the major part of this service. Some parts of the service such as carving and
portioning etc. are done by the waiter.

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Gueridon service: This is a service done from the gueridon trolley. The cooking is done at the
gueridon trolley place near the guest table and service is done at the guest table. The waiter plays
an important role as he is required to fillet, carve, flambé and prepare the food with
showmanship.

Self Service: In the self-service the service is done by customer themselves. The guests collect
the food from the counters and then he/she may sit at the table or stand at high table to have the
food.

Counter service: Counter service sometimes called cafeteria service. The guests come in line,
collect their food from the counter and seat at the table to have the food. Food may be grouped
together such as cold and hot, or main course and desserts etc. In some places the guests also
have to clear the empty plates and cutleries after having the food.

Take away: The food order is placed at a counter and the food is collected from the same
counter and take the food away from the premises for consumption.

Drive thru: The customer drives the vehicle to the counter and orders and collects the food and
leaves the counter.

Kiosks: Kiosks are outdoor arrangements that provide food and beverages to people in a specific
location.

Specialized Service/ In-Situ: In-situ service is the service provided at the place, which is
primarily not meant for service. Examples of in-situ services are:

Tray service: In the tray service the food and beverages are brought in a tray and given to
guests. Such service are seen in hospitals, guest rooms etc.

Drive-in service: The guests order the food from the vehicle parked at designated areas and
service is done at the vehicle. The food is placed on trays that are clipped in the door or steering
wheel.

Lounge service: In lounge service the food and beverage is served at the lounge area of a hotel

Guest Service Cycle: Guest service cycle refers to the activities provided to the guests while in
the restaurant. Guest service cycle is the process, which repeats to every guest. Learning guest
service cycle is very important, because a good waiter should know what the activities are done
in the restaurant during the service.

Social Skill: Social skill is a skill, which enable us to deal with social situations. Social skills
have an important part to play in food and beverage service. Because service is about meeting
the guest’s psychological needs and making him feel welcome, and social skills are essential part
of this process. Social skills can be used for selling of food and beverage products also.

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Kot/ Bot Control System: A variety of control systems are used in the hotel industry. One such
important control system is the KOT control. When an order is taken from a guest, it is ordered
in triplicate on a Kitchen Order Ticket. One copy goes to the kitchen, against which the chef
prepared the dishes ordered for. The second copy goes to the cashier to make the bill. The third
copy is the waiter’s copy, against which the food or beverage to be served to the guest is picked
up

Specialty Restaurant: Specialty restaurant is a restaurant serves specialized cuisines. Service in

a specialty restaurant is both formal and stylish. The prices tend to be high because of higher
overheads. The menu may be an a la carte, buffet, or a table d’hote. Waiters should be highly
skilled, as specialized services such as preparation of food at tables and flambés, may have to be
done.

Coffee shop: Coffee shop is a 24 hours F&B outlet. Usually coffee shop situated near to the
lobby of a hotel. Style of service is American that is pre-plated. The menu of coffee shop is
varied. Menu comprises of Full-day menu or according to meal session.

Cafeteria Service: This service exists normally in industrial canteens, colleges, hospitals or
hotel cafeterias. To facilitate quick service, the menu is fixed and is displayed on large boards.
The guest may have to buy coupons in advance, present them to the counter waiter who then
services the desired item. Sometimes food is displayed behind the counter and the guess may
indicate their choice to the counter attendant. The food is served pre-plated and the cutlery is
handed directly to the guest. Guests may then sit at the tables and chairs provided by the
establishment.

Fast food Service: There is a predominant American influence in fast food style of catering. The
service of food and beverages in a fast food restaurant is at a faster pace, than at an a la carte
restaurant as the menu is compiled with a special emphasis on the speed of preparation and
service. To make this type of service financially viable, a large turnover of customers is
necessary. The investment is rather large, due to the specialized and expensive equipment needed
and high labor costs involved.

Room service: Room service is offered to the resident guests. Guests order food and/ or
beverages to the kitchen and order is taken by the room service order taker. Once the order is
taken then it is passed to the kitchen. Once the order is ready the room service waiter serves the
food and/ or beverage at the room. Along with the food, the bill is also presented to guest to be
signed or payment.

Banquet Service: Banquet functions are the services provided at a fixed time and at a fixed
venue. The banquet service is inevitable in a hotel due to its revenue earning potential. The
reason is that banquet can offer service to a large number of guests at a time. Banquet service can
be formal or informal.

Bar service: There are normally two kinds of bars in Indian hotels. One is the public bar, and the
other is the service or dispense bar. The public bar is located in the public areas, and is used for
the service of paying customers, be it in-house guess or non-residents. The dispense bar is used

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for dispensing drinks to other outlets of the hotel such as coffee shop, room service outlet,
banquets and the specialty restaurant. It is generally located in the back area of the hotel and is
open round the clock. It should be adequately equipped to meet the demands of all the outlets.

Ancillary Areas and Services

Ancillary areas are the supporting areas of F&B service department. Without the help of the
ancillary departments F&B service department cannot work smoothly. In this regard the ancillary
departments are very important for F&B service department. Major ancillary departments in a
five star hotel are the following.

Pantry: Pantry is the area situated between the Kitchen and Restaurant. Pantry consists of the
following sections. Hot plate or food pick up area, Place to keep dirty plates and glasses, Place or
box to keep soiled linens, Place to keep clean plates and cups, A sink to wash small equipment’s
such as glasses and cups, A dispense Bar

Still Room: It is one of the very important supporting areas in the food and beverage department
of the hotel. It provides the food and beverages for the service of meals which are not provided
by the kitchen. The still room makes all the hot and cold non-alcoholic beverages needed for the
restaurant.

Silver Room: Silver room is the place where all the silver wares are stored and cleaned. Still
room holds the complete stock of all the silverware such as flatware, cutlery, hollowware etc.
separate storage areas would be allotted to store different type’s equipment’s. It is very important
area that the silver room should contain space for silver cleaning.

Linen Room: The linen room is important back of the house service area in a hotel. The linen
room should stock minimum linen and uniform required to meet the daily demands so as to
ensure smooth operations. Linen is changed daily in the restaurant and it is exchanged one on
one basis from the linen room.

Hot plate: Hot plate is the food pick up area of the pantry. The service personnel is not allowed
to enter the kitchen nor wait till food is being prepared. The waiter is hands over the KOT
(Kitchen Order Ticket) to the Aboyer, who is in-charge of hot plate and in-turn Aboyer
announces the order to the kitchen. Once the order is being prepared kitchen staff keeps the
cooked food in the hot plate.

Wash-up area: The wash-up area comprises of wash sinks, dish washing machines, rack to keep
cleaned dishes, and tables. All the utensils are washed, cleaned, dried and keep here for further
use.

Kitchen stewarding: This department primarily controls the storage and issue of cutlery,
crockery, hollowware, chinaware, glassware to the different food and beverage outlets and
kitchens. Kitchen stewarding department supplies all cleaned service equipment to waiter. This

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department is also responsible for washing solid service ware and subsequently furnishing clean
items.

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