Glossary Housekeeping In Hotel

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.

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.

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.

R.D.M.- Room division manager. A person who heads the department responsible for location of guest room including front office and housekeeping.

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 fibres, placed at entrances to prevent dirt and dust from entering the building. ( Another use of the term runner in 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.

Sani-Bin – These 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 coloured. 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 “.

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