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HOUSEKEEPING TERMINOLOGY HK ADJOINING ROOMS CONNECTING DOORS KING BED : Abbreviation for Housekeeping Department : Two or more rooms grouped side by side and sharing a common entrance door : Two adjoining rooms accessible to one another by a connecting door between them. : A guest room bed at PH room that can accommodates two (2) persons and larger than queen bed. TWIN BED : A guest room bed at master room suites that can accommodate a maximum of two persons. Indicates two (2) single beds. QUEEN BED : A guest room bed at master room suites that can accommodate one (1) persons and larger than single bed. SINGLE : A guest room bed intended for only one person. Indicates a single (1) bed. DOUBLE BED : A type of bed that bigger than a single but smaller than a queen bed. EXTRA BED : A type of bed that can be easily transport to the guest room as guest .Intended for only one person. COT/ CRIB : A baby bed. FORECAST : Daily, weekly, monthly forecast of number of room to be occupied or how many Guests we are expecting to have at a given date. Forecasts come from reservations office. BOOKED TO : Refers to a situation when the hotel has accepted the maximum CAPACITY number of reservations. MANIFEST : List of guest names in details. C.I.P. : Abbreviation for Commercially Important Person who has been designed by Management for receiving special service. This person has commercial significance to our hotel business. V.I.P. : Abbreviation for Very Important Person who has been designed by Management for receiving special service. NO-SHOW GUEST : A guest who does not arrive when accommodation is reserved. BLOCKED : A room that is being held for a certain guest on a certain day. COMP : Refers to a room that is complimentary ROOM CHANGE : When a guest moves from one room to another room. ROOM STATUS : Report completed to indicate the status of each room, whether REPORT vacant, occupied or out of order. UPDATING : To transmit the most accurate status of rooms to the Front Office and Housekeeping terminals. CHECK – OUT : Time designated by the hotel for guest to vacate the rooms at the TIME end of stay. DUE OUT : The day when a room is expected to be vacated. STAY OVER : An occupied room that will not check out at the end of stay. FRONT OF THE : Entire public area. HOUSE BACK OF THE : All areas not accessible to guests.
S. C/O (Check-out) : A guest room where guest has departed and room is for cleaning. T.N. Service) D. . ROOM STATUS TERMINOLOGY OCC (Occupied) : A guest room in which a guest or the guest’s belongings are present. VAC (Vacant) : A guest room that is ready to be sold to a new guest. including beds to be made. (Turndown : An evening service performed by a Room boy. SHELTER : Located on each floor and contains linen necessary to service CABINET the guest room. (Refused Service) : Indicates that the guest refuse service. S.D. KEY CONTROL : A security system requiring each staff to account for all keys during working hours.ONE : A system whereby a dirty uniform is exchanged for a clean set EXCHANGE one-on one basis. GUEST REQUEST : A service or item requested by guest. (Sleep-Out) : Refers to a guest room that is occupied but not slept in.HOUSE SPOTTING : Word used to describe the removal of stains from a limited surface. II. being kept and maintained by each Floor Supervisor. done on a CLEANING periodic basis. D. R. O.O. and other important information are recorded.S. OCCUPIED : Indicates the number of guest room occupied in the hotel. Before knocking on any room door. LINEN ROOM : Central area of the Housekeeping Department from which all uniform supplies and linen is issued. M. Room Attendant must check if the door is double-locked. in which all calls. GENERAL : Indicates through cleaning of guest room and bath.O. (Double-locked) : The door of the room is bolted from the inside./U ( Make-up Room) : An occupied guest room which needs to be cleaned. TONIGHT HOUSE-USE : Guest room allocated and used by Management or company personnel. ONE-FOR.D. LOGBOOK : A record. (Out Of Order) : A guest room that is not saleable.O.L. (Do Not : Abbreviation indicating that the guest does not want his Disturb) room to be entered nor does he/she want to be disturbed. requests.
month. classic buildings. and dinner. This may include a room occupied by a hotel employee.Hotel Terminologies Hotel Glossary of Terms American Plan (AP) A type of room rate which includes the price of the room. divided by the number of rooms occupied for the same period. LESS those permanently used for some purpose other than guest occupancy. year to date). unit owners may rent their units independently or through the management company's rental program and derive income through a revenue-sharing . Depending on the hotel's policy. Available Rooms (suites. Complimentary Room An occupied guest room for which no price is charged.the hotel's guestrooms. contracted by the hotels acting as a group. remodeled into boutique hotels with usually have less than 30 rooms. Apartment Hotel Accommodation in apartment-style units rather than rooms: with minimum or expanded in-suite cooking facilities. Also known as Continental Plan. breakfast. lunch. Defined by legislation for licensing and classification purposes. Average Daily Rate (ADR) The total room revenue for a given period (day. Boutique Hotel Historical. Unit owners may live in the hotels permanently or use them as second and third homes. Frequently used as a measure of economic performance. Bed and Breakfast (B&B) A type of room rate which includes the price of the room and breakfast. to operate this "central" reservation service. month to date. Central Reservation System (CRS/CReS) The ability of guests to make a reservation for one out of a number of hotels by contacting one agency. beds) The number of rooms normally available on a day to day basis. Also known as full pension. Condominium Hotels Customers purchase fee-simple equity in the units .
toothbrush. In return. conditioner. Depending on the management company. Frequent Independent Traveler (FIT) Designation which applies to visitors who arrive on their own as opposed to being a part of an organized group. Unit owners also incur budgeted maintenance and operating expenses. and meeting rooms. for now this niche targets the most affluent of travelers. Franchise The right to market a service and/or product often exclusive for a specified area. and/or guest statement. receive payments as well as providing information to other departments within the hotel. toothpaste. unit owners have varying degrees of access to their hotel's amenities and services. information service for guests. etc… The cost of these items are built into room rate. guest folio. While developers of destination clubs expect to branch out into other price segments. Credit Card Commissions A fee paid to credit card companies based upon a contracted percentage of credit card charges accepted. . soap.000 and annual dues running as high as $25. customers get to stay for weeks at a time in multi-million dollar residences and villas in prime urban and resort locations and enjoy a full range of amenities and services. whose primary function is to control the sale of guest rooms. which is maintained in the front office until departure. Guest Account An itemized record of a guest's charges and credits. always located inside the main entrance. maintain guest accounts. restaurants.000. Customers pay initiation fees that can run as high as $500. provide keys. lotion. render bills. Also referred to as a guest bill. bars. Guest Amenities Not to be confused with "amenities". this is the term given to the range of disposable items provided in guest room bathrooms and includes such items as shampoo. shower caps.arrangement. Front Office An office usually situated in the lobby. Destination Clubs The newest entrant to lodging. developer or distributor in return for a fee: prevalent in the fast food industry but increasingly adopted within the hotel community. Facilities Core physical features: accommodation. mail. as granted by the manufacturer. this niche most closely resembles country clubs in ownership structure.
marketing. Also referred to as a waiter's check or restaurant check. usually defined by legislation for licensing and classification purposes as well as eligibility for fiscal incentives in some jurisdictions. In the Rajasthan this is generally October through March. This is a valuable reference tool for reservations. Typically provides breakfast which is included within the room rate but no other meals. High (Peak) Season / Shoulder Season The period of consecutive months during which optimum revenues. and amenities. Hotel Representative An individual or firm with the responsibility to facilitate market accessibility to the hotel property by the travel trade. Hotel Minimum number of available rooms. Directories are usually provided within each guest room. Guest Service Directory A documented listing of all of the features of a hotel together with general and pertinent information about the community within which the property is located. . resort hotel or resort. and commercial hotel. Ingress and Egress Ingress/Egress relates to the Civil Authority coverage part of the Business Income/EE forms. room/suite occupancy and average room rates are generated.Guest Check (Restaurant) The invoice presented to restaurant and bar patrons for food and beverage consumed during a visit. May or may not provide a range of recreation and other amenities on site or by arrangement with others off site. Innkeepers Statutes Statutes that limit the common law liability of innkeepers. Guest House A personal residence with a small amount of overnight accommodation sometimes limited by legislation and residence constraints. Guest History A record maintained for each guest who has stayed at the hotel with a separate entry for each visit and details of pertinent preferences. Not licensed to provide alcoholic beverages commercially. May provide food and beverage services on site but not always within the accommodation building(s): usually by in-house staff but occasionally through an outside food and beverage contractor. Includes motor hotel. services. Guest histories are now more readily available through the increased utilization of computers and technology. and credit departments. If one is unable to enter or exit by direction of civil authority.
Low (off-peak) Season The consecutive months during which the lowest revenues. with no other amenities and services provided by the motel. The return on investment is reflected in the energy-cost savings and the comfort they provide to their guests. and airport terminals. additional triggers of coverage outside of physical damage include acts of civil authority. room/suite occupancy and average room rates are generated. This amenity serves as a more credible and profitable substitute for room service. Manager On Duty. with individual guest room key access. ingress/egress.” Loss of Attraction coverage is not common and can be difficult to identify the loss resulting from a disaster and that which could have resulted from poor management or other uninsured factors. These hotels have replaced the traditional systems to reduce their energy cost and usually have integrated systems which join analog and digital systems to achieve an effective communication in their hotels. . Loss of Attraction "Loss of Attraction" falls under the Business Income and Extra Expense coverage form although coverage is rarely included as it is hard to prove. Night Manager Evening Manager.O. cities. Business Income claims would fall under “Loss of Attraction. there may be other hotels in the surrounding area that will have lost income as a result of the reduction in tourism. In the Rajasthan this is generally April to September.D. Mini Bar A specially designed small floor mounted refrigerator containing a variety of beverages and snacks located in guest rooms. Physical damage to insured property is the primary trigger for business interruption claims. For example. M. Limited Service Hotels Brand hotels with franchise memberships of recognized hotels. situated at roadside locations. For those hotels that have not suffered direct damage to the property. These hotels are located near business areas such as industrial parks. built within limited areas without a restaurant. A more contemporary definition would be the provision of accommodation only. Motel Overnight accommodation originally targeted to automobile travelers and therefore. if a fire occurred at a hotel in Las Vegas. contingent business interruption and loss of attraction. however.Intelligent Hotels Hotels that are identified because they have state of the art technology systems for their operations.
These hotels are located in attractive and natural tourism destinations and their clientele are groups and couples that like adventure with sophistication and comfort. one or more meals per day. may also arrange other recreational activities. %) (Occ Rate) The percentage of available rooms occupied for a given period of consecutive time. nationality. scuba diving and. A space is also provided for signature. purpose of visit (usually business or pleasure). Rack Rate The full. . This figure is calculated by dividing the number of rooms occupied for a period by the number of rooms available for the same period and is expressed as a percentage. undiscounted published room rate (price). but are more often supplementary to the core package price. accommodation. Resort Hotels & Spas A hotel that caters primarily to vacationers and tourist and typically offers more recreational amenities and services. Additional questions may be included as a part of the hotel's market research platform. baggage handling. Typically. Package The name given to an assembly of components under a one price system. Card) A form on which arriving guests record their names. room rate and room number. depending on the natural surrounding. ground transfers. Revenue Per Available Room (REVPAR) Revpar is the key measure in the performance of the core business of hotels-selling rooms. the core package price would include: return transportation. and applicable taxes. Registration Card (Reg. Revenue per available room (revpar) is the key indicator of performance for hotels and can be broken down into two parts reflecting occupancy and rates: Revpar = occupancy (percentage of available rooms occupied) × average room rate per night. tennis. than other hotels. Hotels that use overbooking as a policy are increasingly being targeted by tour wholesalers and operators in an attempt to better control and minimize the serious adverse marketing effects which overbooking has for all stakeholders. and other details including mode of transportation used. The attractions vary depending on the region and some might offer golf. in a more aesthetically pleasing setting.Occupancy (Occ. Car rentals. Overbooking A situation in which more room reservations have been taken by a hotel than what the hotel is able to accommodate. recreation and entertainment and gratuities may also be included. addresses. method of payment. and length of stay.
e. and may have dry-cleaning. Room Block A predetermined number of rooms reserved in advance for group (conference. Room Service Food and beverage delivered and served in a guest room. slightly more expensive. moderately priced. Three Star Hotel Middle class hotels. No Category Hotels These hotels include motels. Four Star Hotel First class hotels. numerous extras to enhance the quality of the client's stay (for example: some have private golf courses and even a small private airport). room service. Safety Deposit Boxes Individual boxes provided for the safekeeping of guest valuables. inexpensive. these hotels represent 41% of the total hotel market share. tour) use. or shorter contracted period. Revpar can be used to compare companies but only if they have broadly similar hotels . bungalows and others with limited services.i. one time amount for life. Internet access. secure. Timeshare (Vacation Ownership) A marketing and equity financing concept which permits participants to enjoy vacation accommodation for a fixed. Shoulder Season The period between peak and low season. has many "luxury" services (for example: massages or a health spa). Located either in a central. may not have maid service or room service. expensive (by middle-class standards). This is less unlikely than it may seem as most hotels companies give regional breakdowns of revpar and this can be compared. has daily maid service. and supervised location or in individual guest rooms. Nevertheless. similarly priced in similar locations. has all of the previously mentioned services.Trends in revpar are very important. One Star Hotel Low budget hotels. most expensive hotels/resorts in the world. cottages. and a swimming pool. usually has maid service daily. Two Star Hotel Budget hotels. Star Ratings Five Star Hotel Luxury hotels. .
from four to 12 weeks a year. usually by telephone. of a vacation ownership resort is divided into intervals. With time-share. Walked Guests When a hotel is overbooked and a guest room is not available for a confirmed guest.at current prices. though not to the extent of independent operators. This usually includes paying for transportation to the hotel and covering any difference in the room rate at the hotel the guest was “walked” to. either by the week or points equivalent. Costs of fractionals are significantly higher. which are sold separately. timeshare consumers make a one-time purchase of furnished resort accommodations. and season. ranging to more than $600. Rates begin at "rack. resort amenities. but only for the amount of time he or she plans to use it . Fractionals are a variation of timeshare in which the purchaser owns longer intervals.According to the American Resort Development Association (ARDA). Major branded hotel companies participate in fractional timeshare. the hotel has “walk the guest” to a nearby hotel. From its origin. including size of the unit.000.typically one or two weeks each year. the idea behind time-sharing was to give people the ability to purchase their future vacation . and back again on departure day. to a guest room at the time requested by a room guest to be wakened. Walk In Guest Who checks-in without an advance reservation. or unit. The purchaser owns the vacation accommodations. based on time of week and season and nearby events and attractions. Each condominium. at a fraction of whole ownership costs." but vary widely. The accommodations are priced according to a variety of factors. . Transfer This refers to the transportation of visitors between their point of arrival and selected hotel. location. the owner has all the benefits of a vacation home without the year-round costs. and pay an annual maintenance fee. Traditional Lodging Guests pay nightly rates for single rooms or suites and have full access to the hotels' range of amenities and services. Wake Up call A call made by front office. Tour Operator An organization or individual who actively manages and escorts tours and tour packages to FIT and group visitors.
. Interviewing. it is service and cleanliness that really make an impact on our guests and determine whether they will return. training. ordering. "the difference is in the details. development and motivation of a diverse group of talented employees.has always played a vital role in the incredible success of the Wyndham Brand. from the hiring of employees to the maintenance of operational expenses at or below budget. the Housekeeping Department is responsible for the immaculate care and upkeep of all guest rooms and public spaces. the Housekeeping Department presents an interesting challenge: how do you motivate. train and develop a diverse group of employees to produce a consistently exceptional product? The Housekeeping Manager has the responsibility for all aspects of the Housekeeping Department." Those details are the charge of the Housekeeping Department. As one of the largest departments within the Hotel.Functions of Housekeeping As the adage says.both in our public spaces and in our guest rooms . motivating. Individuals who excel in our Housekeeping Departments have an eye for detail and a commitment to the training. receiving and monitoring product quality all play a large role in the typical day of a Housekeeping Manager. The Housekeeping Department has played a major role in ensuring this product quality. A consistent product . As one of the most integral departments within the hotel. In a competitive hotel market.
including mechanical and electrical problems from the guest’s rooms and report to the housekeeping supervisor. neatly. including your pocketbook. as you enter or leave the hotel. Shave daily. storage rooms. should be brought in the hotel The hotel authority reserves the right to inspect any personal packages you may be carrying. To ensure that guest room corridors are clean. To maintain a clean and professional appearance. There should not be any hole or runs in socks. Employees violating this rule will be dismissed or prosecuted. and efficiently. Refusal to comply when requested may be grounds for disciplinary action. To maintain neat and clean cart. No bitten and spotlessly clean at all times. To maintain a friendly and approachable attitude towards guests and staff. This is compulsory. and supplies. Hair must be clean and neat at all times. Label and submit all lost and found items to the housekeeping supervisor immediately. To respect all hotel equipment and property and use with care to avoid unnecessary damage. Complete all other duties as assigned. . Maintain personal hygiene all the time. crashed or stained. Absenteeism due to any kind of sickness must be supported by a medical certificate issued by the approved hospital.Duties and Responsibilities of housekeeping personnel Duties and Responsibilities: • • • • • • • • • To clean hotel rooms quickly. No employee is permitted to take Hotel’s property without proper authorization. Fingernails must be filed short. Document any deficiencies. Rules and Regulations • • • • • • Name tag must be worn at all times within the hotel premises No personal property except tools or clothing necessary for the job. Wear proper uniform and make sure it fits you. equipment. Grooming and Hygiene • • • • • • • Check your uniform each day to see if it’s damaged. Breath & body odor must be kept fresh. Keep shoes polish and good shape.
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