HOUSEKEEPING TERMINOLOGY
A. Purpose
To establish consistent Terminology of Housekeeping Department.
B. Guidelines
The terminology is to be used for a training tool to achieve the common understanding of the same terminology.
C. Procedures
Amenity Supplies to be used by guest
Arrival Guest check in
Bedsize/type :
King (super) 84’’x78” 213x198
King 12”x78” 183x198 181x203cm
Queen 60”x78” 152x198
Double (American)* 54”x78” 137x198
Twin/Single 42”x78” 106x198 105x203cm
Note: American Double also referred to as Double/Double or Hollywood Twin.PROCEDURE PURPOSE: HOUSEKEEPING TERMINOLOGY
- Check-out guest : Guest is in process of departing the Hotel.
- Complimentary room : Complimentary room is at no charge to the guest.
- Connecting room : Rooms connected with a connecting door.
- Crib/Cot : Baby bed.
- Day use room ; Guest room is used during the day and not overnight.
- DND (do not disturb) : Room is not to be entered and guest does not want to be disturbed.
- Double-locked : Guest room is locked from inside.
- Due in : Expected check in.
- Due out : Expected check out.
- Extra bed : Rollway Bed.
- Forecast : Daily, weekly, monthly estimated number of rooms to be occupied.
- Guest history : Record showing information of guest’s pervious stay.
- Guest request : Service or item requested by guest
- House use room : Rooms used by employees of staff. (e.g) ;
b. Rooms used for hotel storage.
a. Rooms used for offices.
- Incognito stay : Guest request for the stay to be “not listed”.
- Blocked room : A room being held for a guest on a certain date.
- Check in guest : Guest registration on arrival.
- Front office checks in a new guest after Housekeeping has updated the status to “Vacant Clean”.
- Section report : A daily computer generated report for each room attendant which specifies the room status of the assignment for each shift.
- Stay over : An occupied room that not check out this day.
- System down : When Opera (PMS) is not working.
- Trace : A message or instruction left in the Opera system for the relevant department to follow up.
- Turn down : 2nd guest room service performed by the Evening Room attendant.
- Updating : To change Housekeeping status of rooms which have been cleaned via telephone interface or via coordinator manually into the PMS terminal.
- Up sell : Moving a guest into a higher category room, in the hotel with a rate increase.
(rarely used as this code removes rooms from inventory)
Room status checked
CV : Vacant/CleanVD : vacant/Dirty
OC : Occupied clean
OD : Occupied dirty
OS : Out of service
OOO : Out of order
DND : Guest room is DO NOT DIST+RUB
DL : Guest room is DOUBLE LOCKED
RS : Guest refused service
Skip room : The room shows vacant by Housekeeping but occupied in Front Office Status, (e.g ) ;- Guest might have checked out without payment.
- Room change was not updated after guest moved to the other room.
- Guest name has been checked into wrong room.(registered)
- In house guest : Guest is registered in the hotel and has not checked out.
- Key control :The inventory of all keys, once every shift.
- Late service : Service of guest room after end of day shift.
- No show guest : Guest who reserved a room but did not arrive.
- Pre-assigned/blocked : Rooms set aside by reservation with specific guest requests.
- Room change : Guest moves from one room to another during his stay.
- Room discrepancy : Rooms reported by Housekeeping when the physical status of the rooms do not tally in the Opera system.
Room status opera :
VC : Vacant/CleanVD : Vacant/Dirty
OC : Occupied clean
OD : Occupied dirty
OS : Out of service
OO : Out of order*
Walk in : Guest requesting accommodation at the Reception Without having made a reservation.
Work order : A form on which the maintenance or repair request is described.
