industry terms & abbreviations used in the housekeeping industry

8/10/2019 Industry Terms & Abbreviations Used in the Housekeeping Industry

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CHAPTER 1: HOUSEKEEPING ORGANIZATION

ABBREVIATIONS:BLO-BlockedCI-Check InCO-Check OutD-Double BedDL-Double LockedDND-Do Not DisturbFIT-Free Individual TravelerFOC-Free of ChargeGI-Guest InsideGO-Guest OutsideHU-House Use

K-King BedMUR-Make Up RoomNCI-Newly Check InNS-No ShowNSD-No Service DoneNSP-No Signing PrivilegeOCC-OccupiedOOO-Out of OrderOS-Out of ServiceQ-Queen BedRAB-Roll Away Bed

S-Single BedSO-Sleep OutSPATT-Special AttentionT-Twin BedTDS-Turn Down ServiceVAC-VacantVC-Vacant ReadyVD/OC-Vacant Dirty/OnCharge

INDUSTRY TERMS

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A

Adjoining (adjacent) Rooms- rooms that are side-by-side.Amenities- items placed in guest rooms, at no extra cost for convenience and comfort, e.g. shoe shine kit,robe and hair dryer.A.M. Reportmorning room status report to verify vacant rooms.

____________________________________________________________________________________B

Back-of-the-houseareas of property to which only staff have access, e.g. laundry, kitchen.Blocked Room(s)/reserved room(s)room or group of rooms reserved for a particular guest or group.

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Check-in time time at which guest rooms are available for occupancy.Check-out room (vacant/dirty)room that needs cleaning after guest has checked out.

Check-out time

time by which guest must leave the place in order to avoid additional charge for overstaying.Complimentary (Comp/re-invite)room given to guest for free; free of charge.Connecting Roomstwo or more rooms with private connecting doors that allow access between roomswithout going into hallway.

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Day Rate rate charged for day room; usually half of regular rate.Day Roomroom used for only part of the day.Discrepancyroom status recorded at front desk is different than room status recorded with housekeeping.Do-Not-Disturb Policypolicy relating to how issues are dealt with so that guests are not disturbed.DND Do not disturb.Double Beda bed that can accommodate 2 individuals. It has a size of 54x75.Double LockedRoom is securely locked by the guest from the inside and that the room attendant was

unable to enter the room with the normal pass key.Double Rooma room with a double bed.

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Early Arrivalguest who arrives before posted check-in time.Early Check-out (early departure)guest who checks out before originally scheduled departure date or time.Early Departure see early check-out.Executive Suitesuite especially fitted for business executives.

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Free of Chargesee Complimentary.Front of the Houseany area of property to which guests have access, e.g. lobby, restaurant.

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Gratuity

token of appreciation received from guest for service.____________________________________________________________________________________H

High Seasontime of year when tourist traffic is highest.Hospitality Roomroom used for entertaining.

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Junior Suitea room with a seating parlour and a bed.

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King Beda bed that has a size of 78x80 and can accommodate one person up to 1 small family.


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____________________________________________________________________________________L

Late Check-Out(1) room that will be available for cleaning at later than usual time; (2) guest who checks outafter posted check-out time.Linen Room (linen closet)locked room in which supplies required for cleaning rooms are stored; holds parstock.Long Stayperson who stays in the property for long period of time.Low Seasontime of year when tourist traffic is lowest.

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MOD

manager-on-duty or duty manager.____________________________________________________________________________________N

Night Locksecurity lock that can only be used from inside room; prevents access to room for cleaning.No Serviceguest does not require that room be cleaned.No Showreservation that has not been cancelled or used by guest.Not-Slept In (slept out)room that is paid for and has luggage present, but has not been slept in.

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Occupied/Clean stay-over room that has been cleaned.Occupied/Dirtystay-over room that needs cleaning.Out-of-Order (out of service) Roomroom not available for guest because it needs maintenance or is beingrenovated.

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PParlour (salon)living or sitting room that may be used as bedroom.Parlour Roompublic washroom in property.Par Stockstandard amount of inventory that must be on hand to support daily housekeeping duties.PM Reportcomplete room status for all rooms.Priority Room (rush room)room that needs to be cleaned by specific time.Property- place for accommodation, such as hotel, motel, inn or resort.

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Quadruple Room (quad)a room for four people fitted with twin beds and two roll-away beds.Queen Beda bed with a size of 60x80.

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Re-check (tidy up)room needing minimal cleaning.Regular Rate (rack rate)posted rate charged for room.Reserved room(s)see blocked rooms.Room Statuscode or description showing occupancy and condition of room, e.g. occupied, vacant/dirty, out-of-order.Rush Roomsee priority room.

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Salonsee parlor.Show Roomroom set aside for sales or management to show to possible clients.Single Beda bed that has a size of 36x75, which can accommodate 1 person. Single Rooma room with a single bed.Skipguest who leaves property without paying.

Sleep-outsee not-slept-in.Stay Overguest who stays for more than one night.Suitelarge room with separate living and sleeping areas; named according to facilities included, e.g. junior,executive, one-bedroom.

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Tidy-Upsee re-check.Tip- see gratuity.Triple Rooma room that can accommodate 3 persons.Turn-Down Servicespecial service provided in evening in occupied rooms, e.g. turning down or removingbedspread.Twin Beda bed measuring 39x75 which contains two beds, each capable of sleeping one person.

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Unexpected Check-outguest who leaves before stated departure date.Use Ratesee day rate.

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Vacant/Clean(vacant room)room which is clean and ready to sell.Vacant/Dirtysee check out room.Vacant roomsee vacant/clean.Valet Parkerone who is responsible in parking the vehicles of the guests.VIPvery important person.


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INTRODUCTION TO HOTEL HOUSEKEEPING

Housekeeping refers to the upkeep and maintenance ofcleanliness and order in a house or a lodgingestablishment, be it an inn, hotel, apartel,condominium, resort, dormitory or hospital.

Housekeeper

one who is responsible for administeringhousekeeping maintenance and for insuringthat everything is in order and that alloccupants are made comfortable, safe, andprotected from disease-causing bacteria.

Types of Housekeeping

1. Domestic Housekeeping refers to housekeeping maintenance in ahouse. It covers bedrooms, kitchen, dining,receiving area, grounds and the surroundingareas within the house.

2. Institutional Housekeepingapplies to housekeeping maintenance incommercial lodging establishments like hotels,resorts, inns and apartels.

Institutional Housekeeping usually covers thefollowing areas:

Guest rooms

Hallway and corridors

Lobby

Public rooms and restaurants

Offices

Stairways

Windows

Stores, concessionaires shops

Grounds Linen and laundry area

- It does not include the kitchen and thedining areas since these are handled by the Foodand Beverage Department.

Scope of Housekeeping Maintenance

The responsibilities of the HousekeepingDepartment include the following:

1. Guestrooms Maintenance Maintaining cleanliness and orderliness

in the guestrooms. Furnishing the rooms with necessary

amenities and supplies such as bed, linen,appliances, etc.

Attending to service request of houseguest.

Keeping the area free of safety hazards.

2. Maintenance of Public Areas Maintaining the cleanliness and

orderliness in all public areas whichinclude lobby, corridors. Function rooms,grounds, etc.

Maintaining the upkeep of thesurroundings of the building by keepingit clean and free of liters.

Maintaining an attractive landscape toenhance eye appeal.

Keeping the public area free of safetyhazards.

Undertaking minor repair like bustedbulbs, broken furniture, etc.

3. Maintenance of Linen/Laundry Services Collecting and delivering laundry items

for house guests or in house occupants.

Washing, drying, and ironing guestlaundry as well as linens used in banquetfunctions, food service and guestrooms.

Mending service.

4. Washing, Issuance, Repair and Inventory ofEmployees uniforms.

5. Installation, Cleaning and Maintenance ofFixtures and Facilities.

6. Provision of special services like baby sitting,mending, polishing shoes, etc.

Distribution of HousekeepingResponsibilities

Housekeeping tasks are distributed to

housekeeping personnel who are designated toperform the following functions andresponsibilities.

I. Executive Housekeeper or HousekeepingManager

Basic Function: Responsible for maintaining asmooth and efficient flow of operations in theHousekeeping Department; sees to it thathousekeeping maintenance is carried out in

accordance with prescribed standards andpolicies.

II. Rooms Maintenance Supervisor

Basic Function: Directs and controls roomskeeping activities including room make up,installation of mini bar and other roomamenities; ensures conformity to prescribedrooms-keeping standards and policies.


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Housekeeping Organization

Organizational Chart of the HousekeepingDepartment

(For large establishments)

Sample Organizational Chartof the Housekeeping Section(In smaller establishments)

HousemanUtility/Maintenance

Pest Control Technician

Gardener/GroundsMaintenance

Executive Housekeeper orHousekeeping Manager

Roomboy

Chambermaid

Mini- Bar

Public Area

Linen Attendant

Laundr

Valet Runner

SteamPresser/Ironer

Housekeeping Supervisor

Assistant Housekeeping Supervisor

Room Attendant or Roomboy

Houseman or Powder Girl

Linen and Laundry Attendant

Gardener and GroundsMaintenance Crew


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III. Head Houseman or Public Area Supervisor

Basic Function: Directs and controls all activitiesconcerning public area maintenance and ensuresconformity to prescribed housekeepingstandards and policies.

IV. Roomboy, Chambermaid or Room

Attendant

Basic Function: Attends to the maintenance andupkeep of all guestrooms and service areasassigned to him/her.

V. Mini Bar Runner/Attendant

Basic Function: Responsible for performing mini bar installation, listing, replenishing, and

inventory taking, stoking, requisitioning, andother related functions.

VI. Powder Girl

Basic Function: Responsible for the cleaning, careand maintenance of ladies comfort rooms andlocker rooms.

VII. Gardener and Grounds Maintenance Crew

Basic Function: Responsible for Maintaining thegrounds including plants and landscape.

VIII. Pest Control Technician

Basic Function: Attends to the prevention andcontrol of pests through preventive andcorrective techniques.

Standards of Ideal Housekeeping

1. Cleanliness All areas are immaculately clean, corner-

to-corner, top to bottom, includingsurfaces.

Closets, cabinets and storage areas arealso kept clean.

Furniture and fixtures are properlydusted; doorknobs and metal fixtures arepolished with the right metal polishing

chemical. Windows and glass panels are dusted andpolished

Floors are vacuumed, polished orshampooed when necessary.

Grounds are free from liters and dirt.

2. Orderliness Facilities and fixtures are properly

arranged and installed in appropriatelocation.

Room amenities are properly installed inappropriate location.

Linens are neatly folded. Beds are made up properly, linen are

mitered and wrinkled free.

3. Sanitation The whole area is free from all sources of

bacterial contamination such as un-disposed garbage and leftover, stagnantwater, etc.

Wet garbage are properly underlinedwith plastic, covered and disposedregularly.

All items for personal use of guests whichcome in contact with the body like linen,

cutleries, glasses, etc. are sanitized withsanitizing detergents to protect guestsfrom possible bacterial contamination.

Glasses and water jug that are installedin guestrooms are covered.

Area is protected from pest infestation,regularly fumigated to eliminate pests.

4. Guests Comfort Rooms are properly ventilated and

lighted. Guests are not disturbed by noise and

other forms of distractions. There are sufficient amenities for the

comfort of guests like linen, toiletries,drinking glass, etc.

5. Eye Appeal Ambiance is soothing to the eyes, not dim

or dull. Suitable interior design with proper

blending of colors. No eyesore can be found in guest-contact

areas. Wall decors and TV sets are posted at eye

level.

6. Safety The rooms, function rooms and public

areas are free from any safety hazardslike open electrical outlet, danglingwires, damaged tiles, slippery floors,broken chairs, etc.

Building is provided with all requiredsafety facilities like ventilated fire exits,emergency alarm, fireextinguishes/hoses, luminous safetysigns, etc.


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Safety instructions during emergenciesare available in all rooms.

The hotel is prepared for any emergency,has a well organized safety oremergency procedures and emergencybrigade.

All staff is trained on emergencyprocedures, including the use of safetyequipment.

Trained roving guards are available tocheck movements in guestrooms and toinsure the protection of the guests.

Safety measures are implemented toprotect guests from theft, accident,injuries, etc.

7. Materials Control and PreventiveMaintenance

There is a designated budget for suppliesand materials. Consumption of supplies is always

monitored and excessive consumption isdetermined and reported.

Par stock requirements are alwaysmaintained; regular requisitions aremade.

All tools and equipments are stored safelyin appropriate storage compartmentsright after use.

Chemicals are diluted properly and usedsparingly.

Supplies and materials are consumedwithin the limits of the budget.

All appliances and equipments areregularly checked for any damaged andmaintained in safe, working condition toavoid accidents.

Losses, damages and equipmentbreakdown are properly reported,documented and accounted for, given

appropriate action. There is regular inventory of supplies and

materials. Effective control measures are designed

and enforced to prevent loses andpilferages.

Regular cleaning and checkup ofequipment is undertaken

Staffs are trained on the proper use andmaintenance of equipment.

8. Guest Relations Guests requests and concerns are given

prompt and proper attention. Staff exhibit warm and pleasant

disposition in dealing with guests. Tact and diplomacy is observed in dealing

with complaints and difficult situations. Customer feedback is solicited to

determine guests satisfaction.

Customer feedback and concerns arelogged down and discussed for correctiveaction during meeting.

Staff expresses warm appreciation andgratitude for guest patronage.

Customer needs and concerns areanticipated and attended to immediately.

Inquiries of guests are given accurate andappropriate response.

Staff does out of their way to render extraservice to guests.

Guests with special problem like sick,intoxicated ones, etc. are given necessaryassistance and support by theHousekeeping staff.

industry terms & abbreviations used in the housekeeping industry

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