activeSearch ResultsSearch in:searchSearch...ResumeRestartresourcesResourcesreplayQuestion ListSkip navigation. Press enter to return to the slide.volumesubmitSUBMITsubmit allSUBMIT ALLSlide TextpreviousPREVCaptionsTermsGlossarydefinitionDefinitionfinishFINISHFilterExitContinueContinueClosed captions. Press the spacebar to toggle captions on and off.CloseClear and return to menuCheck to includeNotesBioMore infoSend an emailpauseplayNotesnextNEXTPlease rotate your deviceMenuA type of menu where each item is separately listed, described and priced. A place to stay when you are travelling, especially a hotel room. Two rooms next to each other.Guest who arrives to the hotel (also “check-in”).A room to sleep in for the night and a morning meal, or a private house or small hotel offering this. A small bed for a baby. All internal departments that are not directly accessible to the guest are called Back of the house. eg, Administration offices, Kitchen, Pantry, Maintenance & Engineering, IT. Grand function including food and drinks served for theinvited dignitaries (a state banquet) Supervisor of the Bellmen. Person who brings luggage to the rooms and welcomes guests. An itemized list that shows how much money you have to pay for goods and services. Specific instructions or information that is given to the participants just before they do something or start and operation. A small booklet that contains pictures and information on a place, a product or a company, and etc. Buffet is a type of assisted service, where food and beverage is displayed at counters. Waiter assists at the counters to take the food from the counters or the guest help themselves. A place providing office facilities and services such as computer usage, faxing, copying, booking and reconfirmation of flight tickets. Synonymous with coffee shop, a café usually refers to a small restaurant where snacks or light meals are served with drinks which may also include alcoholic beverages.A reservation voided at the request of the guest.Person who handles the payments of the guests. Departure of a guest from the hotel. Arrival of a guest to the hotel. A company is paying the account, bill of a guest. The other word for “Bell captain”, an employee at a hotel whose job is to provide help and information to the people staying at the hotel. Two rooms with a connecting door. (You can go into the other room without going into the hallway.) Utensils laid for each person at a table, hence the number of covers in a restaurant denotes its capacity or the number of customers served. A card that gives the guest certain amount of money to pay. The credit card holder, gets the bill later.Someone who is purchasing product(s) and/ or service(s) from a hotel. Short for “Do Not Disturb”, guest does not want to have anyone entering the room or receive phone calls. Do not use at night. Guest who leaves the hotel (also “check out”). When the room status of FO and Housekeeping is not the same.Person who opens the door for guests.A room for two persons. Person who is in charge of the front office for the daily work and in absence of the Front Office Manager. The primary job is to properly maintain the hotel building, equipment, grounds and fixes broken things.A very large room for VIP guests (see also “suite”). A bed fitted with wheels and portable. Food and Beverage Department. The buildings, equipment and services provided for a particular purpose (e.g. accommodation, restaurants, bars, meeting rooms etc.,).First-In, First-Out is a method of inventory management based on the premise that goods bought first (first-in) are the goods sold first (first-out). Is responsible for monitoring of all the financial activities of a hotel. Such as cash receipts, banking and financial statements. Foreign Independent Traveller.Front Office. Free of charge. The bill of the guest. The functional areas of a hotel in which employees have extensive guest contact, such as the front desk and the dining room(s). Guest Relation Officer, person who welcomes guests and escorts them to the room. Guests who travel together. Guest gives deposit money or gives their credit card number. If they are not coming we keep the money or charge their credit card. A person who is staying in a hotel. This is the term given to the range of disposable items provided in guest room, bathrooms and includes such items as shampoo, lotion, conditioner, soap, toothpaste, toothbrush, shower caps. The cost of these items are built into room rate.A documented listing all of the features of a hotel. Directories are usually provided within each guest room. Housekeeping. Human Resources. International Direct Dial. Telephone system that you can use to make an overseas call. You do not have to use an operator and you can speak as long as you want. Passport or other official document that shows your personal details. A plastic card that works as a key.An extra-large bed. The (large) room into which the main entrance door opens a hotel or other large building. Manager on Duty. A key that opens all doors.A menu is a statement of food and beverage items on offer, designed on the basis of guest needs and organizational objectives. A small refrigerator in the rooms. In the mini bar are drinks and snacks. Literally translated “put in place”. In the cooking area it refers to preparation of the kitchen for cooking by ingredient processing as well as utensil and service-ware readiness. In the dining area it refers to preparation of the restaurant for service by table setting, service-ware cleaning as well as sideboard stacking. Guest who had a reservation but did not arrive. Reservation that is not guaranteed, so guest might not come. Percentage of total rooms that is sold. Room is rented to a guest and has been cleaned. Room is rented to a guest but is still dirty. Room cannot be ranted because something is broken, or is blocked for thorough cleaning. A number of pax is typically in reference to the number of guests at a restaurant, number of customers at a party, number of occupants in a hotel, etc. Especially of food likely to decay or go bad quickly.Room that is so big that it is more like an apartment or house. The price for a room, also called room rate. A guarantee from the airline company that you have a flight reservation or a guest calling to check if he already has a reservation with the hotel. A form that the guest has to fill out when he arrives. Guest tells us when he will come and what room he wants. Food and beverage delivered and served in a guest room. Individual boxes provided for the safekeeping of guest valuables. Located either in a central, secure, and supervised location or in individual guest rooms. The department that secures the property. A percentage of a bill, as at a restaurant or hotel, added to the total to pay for service.Guest dose not wants service. Guest did not use the room, but is still registered in the hotel.Standard Operating Procedures are a set of operational instructions (usually in the form of a manual) with a view to ensure uniformity in the maintenance of predetermined standards of performance and delivery of guest experience. Writing paper, pen, envelope. Extra-large room with separate bed and living room. A fixed menu prepared in advance, offering limited options at a set price and time. Money left by the guest in exchange for a service performed. An agency that makes the necessary arrangements for travellers. A room for three persons. A room that has 2 separate beds. A sales technique that involves the server exposing the customer to options that are more expensive or more profitable for the hotel. Room is cleaned and is ready to be rented. Guest has left the hotel (check out) so the room is empty and dirty. A call made by front office, usually by telephone, to a guest room at the time requested by a room guest to be wakened. Guest who comes to the hotel without a reservation.Sending a guest to another hotel, because we are fully booked. A Work Order is a request for maintenance work to be performed.