Remembering & Understanding Hotel Management Terminology is very important for Hoteliers. Many days ago in this Free Hotel Management Training Blog, I have written a post on Hotel Room Status Terminology for Housekeeping staffs. That was one of the most popular post here. From then, many of my readers requested to put more housekeeping tutorials here. So for them here is another housekeeping terminology tutorial. I hope this will help you to get some basic idea on Most Popular Housekeeping Terminologies used in the Hotel Industry.

Arrival - Time  of  day  guest  checks – in

• Early: Arrival  early  in  day
  
• Late: Arrival  late  in  day

Block -A  room  that  is  being  held  for  a  certain  guest  on  a  certain  day. Designated  time  when  work  begins  and  all  housekeeping.

Check – in / Clock – in Employee: Employee  sign  the  payroll  sheets  and  clock – in, receive  their  guest  arrival  at  hotel. Check – in, Guest Guest  arrival  at  hotel.

Check – out, Guest: Guest  department  from  hotel:

1. Early: Depart  early  in  the  morning.
2. Late: Depart  after  designated  check – out  time. Comp – Refers  to  a  room  that  is  complimentary (no  charge  to  the  guest).

Computer  Vocabulary -DNS – DO Not Sell  NUM – Not Made Up  OD –Occupied Dirty OC – Occupied Clean  VD – Vacant Dirty  VC – Vacant Clean

Connecting  Room: Adjacent  rooms  that  are  serviced  by  connecting  doors.

Crib: A  baby  bed.

Day  Use  Room: A  guest  room  that  is  used  during  the  day  but not  overnight.

DND (Do  Not  Disturb): Abbreviation  indicating  that  the  guest  does  not  want  his / her  room  to  be  entered  nor  does  he / she  want  to  be  disturb.

Double – Locked: Guest  room  door is  bolted  from  the  outside  and  cannot  be  opened  with  a  key. Before  knocking  on  any  guest  room  door, HSKP  staff  must  first  test  the  door lick  button  which  indicates  if  the  door  is  double – locked. Do  not  knock  on  double – locked  doors.

Due  Out:

1. The  day  when  a  room  is  expected  to  be  vacated.
2. A  room  that  is  expected  to  be  vacated  on  that  day.

Evening  Room Check: Performed  by  Room  Attendants  on  one  or  more  sections. The  room  status  is  determined  and  entered  on  the  section  slip.

Forecast: Daily, weekly, monthly  forecast  of  number  of  rooms  to  be  occupied.

House  Use  Room:

1. Rooms  used  by  employees  or  staff.
2. Rooms  used  permanently  for  hotel  storage.
3. Rooms  used  as  offices  for  the  hotel.

HSKP: Abbreviation  for  Housekeeping  department. Linen  RoomCentral  area  of  the  Housekeeping  Department  from  which  all  uniforms  supplies  and  linen  are  issued.

Log  Book: A  record  in  the  Housekeeping  Office  in  which  all  calls, requests  and  other  important  information  are  recorded  by  the  Housekeeping  Clerk. There are mainly 3 kinds of Log book.

1. Guest  Request  Items  Log  Book.
2. Daily  Linen  Discard  Log  Book.
3. Lost & Found  Log  Book.

No  Show  Guest: A  guest  who  does  not  arrival  when  accommodation  is  reserved.

Over  Room:

1. 1.  Room  that  was  assigned  for  service  but  not  done.
2. 2.  Room  not  assigned  for  service  in  the  morning  and  to  be  done  by  evening  Room  Attendant.

Permanent  Room: Room  occupied  by  guest  living  in  hotel  on  a  permanent  basis  or  a  guest  room  used  as  an  office  by  an  outside  tenant.

Permanent  Section: A  section  assigned  to  a  specific  Room  Attendant  that  is  serviced  by  that  Room  Attendant  whenever  she / he  is  on  duty.

Re – check / HSKP  Physical  Check: Rooms  that  show  as  a  discrepancy  between  the  Report  and  the  Front  Desk  status. These  rooms  are  physical  re – checked  by  Housekeeping.

Rollaway  Bed: A  vertically  stored  bed  on  wheels. Room  Change When  a  guest  moves  from  one  room  to  another.

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.
• MU (Made – Up): A  guest  room  which  needs  to  be  cleaned, including  beds  to  be  made.
• C/O (Check – Out): A  guest  room  that  requires  to  be  cleaned  before  it  is  ready  for  a  new  guest.
• SO (Sleep  Out): Refers  to  a  guest  room  that  is  occupied  but  not  slept  in.
• OOO (Out  of  Order): Guest  room  this  not  saleable.
• RS: Indicates  refused  service  by  a  guest.

Runner: An  employee  who  delivers  items  to  guest  rooms  and  guest  floors. This  employee  carries  a  “pager”  so  that  she / he  can  be  contacted  an  any  times.

Section: A  group  of  rooms  on  one  floor  which  equals  one  Room  Attendant`s  room  quota.

Section  Slip: A  form  prepared  daily  for each  of  the  room  attendants  which  indicates  the  room  status  on  their  section.

Shift:The  number  of  hours  worked  by  a  member  of  staff  in  one  day.

Skip: Refers  to  a  guest  who  has  left  without  paying  the  bill.

Spotting: Word  used  to  describe  removal  of  stains  on  a  limited  surface.

Stay – Over: An  occupied  room  that  will  not  be  checking  out  that  day.

Suite: Accommodation  consisting  of  one  or  two  bedrooms  and  a  connecting  sitting  room .

Supply  Requisitioning: Process  of  requesting  from  purchasing  or  central  storeroom  a  quantity  of  supplies  needed. Usually  done  weekly.

Travelling: A  situation  that  occurs  when  a  room  attendant  must  go  to  more  than  one  floor  to  make  rooms  to  completed  assigned  room  quota.

Turn  Down  Service: Evening  guest  room  service  performed  by  the  evening  Room  Attendant.

VIP: Symbol  indicating  a  very  important  person  who  has  been  designated  by  management  to  receive  special  service.

Walk – In: Guest  requesting  accommodation  at  the  Front  Desk  without  having  made  a  reservation.

Work  Order: A  form  which  is  filled  out  for  all  maintenance  requests  to  be  done  by  Engineering  Department.

Work  Slip: A  daily  record  of  each  Room  Attendant`s  work. It  is  completed  by  the  Room  Attendant.

Image Courtesy: cambridgesuiteshalifax

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