19-09-2014
Training for Hospitality Professionals
Housekeeping Procedures
Housekeeping Terminology
© 2013, Wadhwani Foundation. All Rights reserved.
Learning Objective
After completing this lesson you will be able to:
•
Confidently use housekeeping
terms at your workplace.
© 2013, Wadhwani Foundation. All Rights reserved.
What is Housekeeping Terminology?
•
‘Terminology’ is a system of
terms used in a particular
discipline.
•
‘Housekeeping terminology’ is the
set of terms used in the
housekeeping department of a
hotel.
•
Some examples of housekeeping
terms are –
• Washroom/Restroom
• Lobby
• King Bed
© 2013, Wadhwani Foundation. All Rights reserved.
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19-09-2014
Common Housekeeping Terms
Let’s take a look at some of the housekeeping terms.
•
Antique – Any piece of furniture that is more than 100 years old.
•
Amenity – A service or item that is free of charge and is placed in
guest rooms for their convenience and comfort.
•
Area inventory list – A list of items within a particular area that need
cleaning or extra attention.
•
Back of the house – Areas of the hotel to which guest have no
access such as, kitchen, stores, admin areas, etc.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Back-to-back – Describes a heavy rate of checkouts and
arrivals on the same day.
•
Bath linen – Linen used in the bathrooms. These include bath
towels, hand towels, bath mats, etc.
•
Buff – To polish the floor with a low speed floor polishing
machine.
•
Burnishing – Polishing the floor with a high speed floor
machine to achieve high gloss.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Bed runner – A piece of decorative cloth placed on the foot of the bed
to give a better appearance.
•
Cabana – A room adjacent to the pool area.
•
Cleaning supplies – Cleaning agents and tools used for the cleaning of
guest rooms and public areas.
•
Crib – Cot for babies.
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19-09-2014
Common Housekeeping Terms
•
Damp-dust – A method of cleaning with a damp cloth.
•
Deep cleaning – Intensive or specialized cleaning done in guest
rooms or public areas.
•
DND Card – Indicates the guest does not want to be disturbed.
•
Double Locked (DL) – An occupied room in which the deadbolt
has been turn to prohibit entry from the corridor; only a master
key or an emergency key can open it.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Dutch wife – The sewing kit provided to the guest as an
amenity.
•
Duplex – A two storey suite with the living room and bedroom
connected with a staircase.
•
Duvet – Quilt with down feather or poly fibre. Many hotels use
duvets with a decorative duvet cover in lieu of both blankets and
bedspread.
•
Dry-cleaning – The cleaning of fabric with white petrol
(perchloroethylene).
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Exhaust vent – An opening for ventilation, sometimes fixed with
an exhaust fan to facilitate fresh air.
•
FFE – Furniture, Fixtures and Equipment.
•
Fixed assets – These are tangible assets of a long term nature,
such as, land or large pieces of machinery and equipment. For
example – bed, table, sofa, etc.
•
Fixtures – Hardware items present in guestrooms that cannot
be moved. For example, wash basin, lighting fixtures, etc.
•
Front of the house – The hotel areas where employees have
extensive contact with guests such as food & beverage outlets
and front office areas.
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19-09-2014
Common Housekeeping Terms
•
Floor pantry – A service room provided on each floor for GRAs to store
cleaning agents, equipment, guest supplies, guest room linen, maid’s
cart, etc.
•
Gargle glass – A glass placed on the vanity unit as a guest supply and
used for gargling or to keep the guest’s toothbrush, dentures, etc.
•
Guest special items – Guest supplies not normally placed in a guest
room but available on request. For example, ironing board, clock
prayer, mat, etc.
•
Guest essentials – Items that are essential to the guests and are not
expected to be taken away by guest. For example, weighing scale,
shoe horn, etc.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Guest Supplies – Guest supplies that are expected to be used or taken
away by the guest. For example, soap, shampoo, pen, etc.
•
General Room Attendant/Housekeeping Room Attendant (GRA/HRA) –
Housekeeping staff employed for direct dealing with customers and
taking care of their services and requests.
•
Handle With Care (HWC) guests – Guests who may have had some
unpleasant experiences or complaints with the hotel, genuine or
otherwise, are labelled as “handle with care” guests by the hotel for
their remaining stay and for the future stay.
•
Hard water – Water that contains more than 60 ppm (part per million)
of calcium and/or magnesium is called hard water.
© 2013, Wadhwani Foundation. All Rights reserved.
Revision
Let’s quickly revise the set of terms you’ve learned so far.
 Soap, shampoo, etc. are expected to be
used or taken away by the guest. Such
items are called ___.
a) Guest essentials
b) Guest supplies
c) Guest special items
 Areas of the hotel to which guests have
no access are called ___ collectively.
a) Front of the house
b) Back of the house
c) Duplex
 A guest has requested an extra blanket.
Where would you get it from?
a) Floor pantry
b) Back of the house
c) Front of the house
 Polishing the floor with a high speed floor
machine is called ___.
a) Buffing
b) Stripping
c) Burnishing
 Fixture are the items present in guest rooms
___.
a) That cannot be moved.
b) That are expected to be taken away by
the guest.
c) That can be displaced easily.
 Damp-dusting means cleaning with a ___
mop.
a) Dry
b) Damp
c) Microfiber
© 2013, Wadhwani Foundation. All Rights reserved.
4
19-09-2014
Common Housekeeping Terms
Let’s take a look at some more housekeeping terms.
•
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.
•
Hospitality – The cordial and generous reception and entertainment of guests or
strangers, either socially or commercially.
•
Par stock – Stock or merchandise, operating supplies, and other items held for
future use in a hotel. For example, linen, cleaning supplies, etc. are important
housekeeping inventories.
•
Jacuzzis – Small tubs in which alternate jets of warm water massage the body.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
King-size bed – The largest size of bed available, with dimensions as
78”x 80” (Eastern king) or 72” x 80” (California king).
•
Landscape area – An area where trees, plants, turf, deck, walks,
ponds, etc. have been used to create a natural looking outdoor space.
•
Luggage rack – A furniture item provided in guestrooms for placing the
guests’ luggage on.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Linen chute – A passage in the form of a tunnel for sending soiled
linen from all the floor pantries 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 travellers. 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 it.
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19-09-2014
Common Housekeeping Terms
•
Mini bar – A fixture in guestrooms, this is a miniature refrigerator
stocked with juices, liquor, and snack for the convenience of guests on
a chargeable basis.
•
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 the ‘night table’.
•
Operating supplies – The items required for 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 under repair.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Porch – A covered approach to the entrance of the hotel building.
•
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’s employees.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Queen-size bed – A bed with the dimensions as 60” x72”.
•
Room assignment sheet – This sheet indicates the rooms that a
particular HRA has to service.
© 2013, Wadhwani Foundation. All Rights reserved.
6
19-09-2014
Revision
It’s time for another quick revision.
Answer the following questions.



A guest room has a double bed with
dimensions as 72” x 80”. It is a ___
bed.
a) King-size
b) Queen-size
c) Medium-size
The quantity of work that is expected
by each department’s employees is
called ___.
a) Performance standard
b) Productivity standard
c) Housekeeping standard
A guest room is under repair, and
hence, is not rentable. What would its
status be?
a) DND
b) OOO
c) VAC



Small tubs in which alternate jets of warm
water massage the body are called ___.
a) Swimming pools
b) SPA
c) Jacuzzis
A guest room is being serviced while a
guest is registered in it. What is the service
called?
a) Make-up
b) Deep cleaning
c) Buffing
A furniture that is provided in guest rooms
for placing the guests’ luggage is called
___.
a) Nightstand
b) Mini bar
c) Luggage rack
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Room discrepancy – A situation in which the housekeeping
department’s room status differs from the front office room status.
•
Room status report – A report that allows the housekeeping
department to identify the occupancy or condition of the rooms. It is
generated daily through the system.
•
Refurbish – To give a new look to a room by redecorating, renewing,
and soft furnishing.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Safety stock level – The number of purchase units that must always be
on hand in case of emergencies, damages, delays in delivery, etc.
•
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.
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19-09-2014
Common Housekeeping Terms
•
Sleeper – A room status that means the guest has settled their 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
cushions.
•
Swab cloth – A soft, absorbent cleaning cloth used for wet cleaning work.
•
Sani-bin – These are small metal or plastic containers with lids kept in
toilets for collection of soiled sanitary towels/tissues.
•
Surveillance equipment – Equipment such as CCTVs (Closed Circuit
Televisions) that help to closely observe suspicious activities and
persons.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
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 requires laundering.
•
Spotting – The specialized function of stain removal carried out by
skilled personnel 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.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
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.
•
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 Benefits.
•
Tent cards – Hotel publicity cards in the shape of tents placed in
guestrooms.
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8
19-09-2014
Common Housekeeping Terms
•
Turn down service (TDS) – A special service provided by the
housekeeping department in which a room attendant enters the
guestroom early in the evening to restock supplies, tidy the
room, and turn down the covers on the bed as preparation for
the night.
•
Upholstery – The padding, springs, and fabric on a piece of
furniture.
•
Vanity area – A unit comprising a wash basin and mirror,
surrounded by a flat area where soap, dental kits, shaving kits,
and tooth glasses are kept.
© 2013, Wadhwani Foundation. All Rights reserved.
Common Housekeeping Terms
•
Vacant – The status of a room in which no guest has slept the
previous night and which is not yet occupied.
•
Water closet – Sanitary fitting consisting of the toilet bowl and the
cistern.
•
Wi-Fi – Wireless Fidelity. This is an amenity provided nowadays by
world class hotels.
© 2013, Wadhwani Foundation. All Rights reserved.
Revision
It’s time for another quick revision.



A guest has vacated their room and settled
their account. However, the front office staff
failed to update the room status. What
would the status of such a room be?
a) OOO
b) Sleeper
c) DND
A spot left on fabric due to contact with a
foreign substance would be called as ____.
a) Spot
b) Slush
c) Debris
A guest room has been given a new look by
redecoration and soft furnishing. That
means the room has been ___.
a) Burnished
b) Spot-cleaned
c) Refurbished
 Services offered to guests by the
hotel are listed in the ____.
a) Service directory
b) Area inventory list
c) Room assignment sheet
 The process of separating soiled
linen into different categories is
called ___.
a) Unloading
b) Sorting
c) Starching
 A guest can find a mirror, a wash
basin, and toiletries in the ___.
a) Shower cubicle
b) Porch
c) Vanity area
© 2013, Wadhwani Foundation. All Rights reserved.
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19-09-2014
Ways Of Remembering Terms
Housekeeping terms are many in number. There
may be even other terms commonly used in some
hotels. In order to be able to remember and properly
use so many terms, you must –
•
•
•
Use the housekeeping terms while talking to your
colleague.
Ask your colleague or senior HRA for correct
pronunciation.
Always correct your juniors to develop a strong
vocabulary.
© 2013, Wadhwani Foundation. All Rights reserved.
Group Activity
It’s time for a group activity. Suggested time for this activity is 15 minutes.
Group formation:
•
Divide yourselves into groups depending on number of student in class as
per instructions from the facilitator.
Activity:
•
Each group will nominate a leader to direct the activity.
•
The leader will write down different housekeeping terms on paper chits and
put them in a jar.
•
The leader will select 2 demonstrators – 1 becomes the housekeeping
supervisor and the other, the HRA. The housekeeping supervisor will take
out paper chits from the jar and call out the term.
•
The HRA will tell the meaning and usage of the term. The rest of the team
will observe.
•
When the HRA explains the housekeeping terms, the observers will give
them feedback on what was described correctly and where improvements
can be made.
•
The group will repeat these steps till every group member has had a chance
to explain at least 3 terms.
© 2013, Wadhwani Foundation. All Rights reserved.
Check Your Learning 1
1.
2.
3.
4.
5.
6.
Make-up
Terrazzo
Coverlet
Porch
Tent cards
Soiled linen
1. Dirty and stained linen that requires
laundering.
2. Flooring which consists of marble, granite and
other decorative chips set in cement.
3. Servicing of the room while a guest is
registered in the room.
4. Hotel publicity cards in the shape of tents
placed in guestrooms.
5. A covered approach to the entrance of a
building.
6. A bedspread that just covers the top of the
dust ruffle but does not reach down to the floor.
© 2013, Wadhwani Foundation. All Rights reserved.
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19-09-2014
Check Your Learning 2
1. Which of the following abbreviation indicates that the guest does not
want his room to be entered nor does he/she want to be disturbed?
a) OOO
b) DND
c) TDS
2. A service in which a room attendant enters an occupied room to
restock supplies, tidy the room, etc. as preparation for the night is
called ___.
a) Turn down service
b) Make-up service
c) Stock taking
3. ‘Conducting Inventory’ is another term for ___.
a) Spotting
b) Sorting
c) Stock taking
© 2013, Wadhwani Foundation. All Rights reserved.
Now You Can
Please rank your comfort level for the learning objective:
Yes
•
Need More Practice
No
Confidently use housekeeping
terms at your workplace.
© 2013, Wadhwani Foundation. All Rights reserved.
Acknowledgements and Credits
• We gratefully acknowledge the following sources of information and
content:
• http://hotelterminology.wordpress.com/tag/housekeeping-terminology-1-2/
• The Zuri Hotels
• Authors: Srivalli Krishnan, Shiv Kumar, Nishant Sharma, and Rahul
Dhage
© 2013, Wadhwani Foundation. All Rights reserved.
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