TERMINOLOGIES
CLASSIFICATION OF GUEST
1. Walk – In
2. Regular
3. VIP
4. VVIP
5. FIT
6. JOINER
OCC Occupied TYPE Size
VR Vacant Ready Single 39 x 75
VD Vacant Dirty Double 54 x 75
OOO Out – Of – Order-Major Twin Bed 60 x 75
OS defect
Out of Service – Minor
defect
BLO Blocked King Bed 72 x 80
NS No Show Roll Away Bed 36 x 75
/Extra
SO Slept Out CRIB
CLASSIFICATION ROOM
1. According to the number of bed
2. Single room
3. Twin bed
4. Double bed
5. Double double
6. Triple room
7. Quadruple – 4 person 2 beds
8. Family room -1 double bed 1 single bed
9. King room – King size bed
10. According to Layout and facilities
Terminologies Page 1
1.Economy
2. Standard
3. Deluxe
4. Studio
5. Junior suite
6. Penthouse
7. Executive suite
8. Show room / hospitality room
oor 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 orderbreakfast at
night so that the order reaches the staff on time and the guest is not disturbed for
placingthe order early in the morning.
Bonsai
Literally meaning “a plant in a tray” this refers to a tree or a plan
t whose typical growth innature 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 inexcess 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 forrelaxing 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 ofguestrooms
and public areas in the hotel.
Condominiums
hotels similar to timeshare hotels. The difference between the two lies in the typeof
ownership. Units in condominium hotels have only one owner instead of multiple
owners, each for alimited amount of time each year.
Convention
A formal assembly of representatives sharing a common field of interest,
cometogether 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.
Deep cleaning
intensive or specialized cleaning undertaken in guestrooms or public areas,
oftenconducted 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 hasleft without informing the front office.
DND Card
A do not disturb card is hung outside the room to inform hotel staff or visitor that
theoccupant does not wish to be disturb.
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HOUSEKEEPING TERMINOLOGY
AAuto scrub: use an automatic scrubber to scrub and vacuum up water & dirt, can
also use for largeflooded areas.BBleeding: color loss of a floor tile due to the
leaching out of pigments by over-aggressivestripping. When stripping asphalt tile,
use Freedom stripper to avoid bleeding.Bonnet clean: to shampoo carpets with a
bonnet pad, only good for top surface dirt.Buffing: use 300rpm or less floor machine
with buffing pad (red pad, normally).Burnish: use 1500 rpm or greater floor
machine, with high speed pad.CCarpet fan: used to speed up carpet drying process
and flooded areas after extraction.Clean: to remove dirt with a chemical and
abrasive action.Cutting: remove floor finish with a 175 rpm floor machine using
only a floor pad or dry stripping,not recommended.DDamp mop: to mop a floor
with minimal water to remove light soil.Disinfectant: chemical to kill bacterial
organisms, used for restroom cleaning.Dust mop: remove dust from floors with
treated dust mop or microfiber mop.EExtraction: clean carpets by use of carpet
extractor & chemical, also used for flooded carpets for maximum water lift.FFloor
finish: chemical with polymers known as solids apply thin even coats on a floor after
floor seal is applied. Floor finish and wax is not the same thing! Wax is softer and
scuffs easily.Buffing or burnishing heats the polymers together producing a shine on
the floor, refraction of light.GGeneral cleaning or routine cleaning: basic cleaning,
no floor work other than dust/damp mop or vacuum.Germicidal: chemical to kill
germs, commonly used in restroom cleaning.HHard surfaces: floors that are
concrete, terrazzo or stone.IInhibitor: chemical to prevent reoccurrence of a specific
problem, for example, mildew inhibitor to prevent mildew reappearing.Inspection:
check and record random rooms or areas for quality control, report deficiencies
toemployee, state to employee when re-inspection will occur.J
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Housekeeping Terminology →
Housekeeping Terminology
23APR
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.
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.
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 fibres. 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 equipments.
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, equipments, guest supplies, guest room linen and maid’s cart.
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.
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.
