ACCOMMODATION (MIDTERM)

This term is used in hotels worldwide and involves workers interacting directly with guests.

Front Office

generates more revenue than other divisions. It manages the core products of a hotel, which are the rooms.

Room Division

is the department head responsible for many of the most visible aspects of a hotel’s day-to-day operation.

Front Office Manager

Organizes staff duty rosters and decides whether and which bookings should be accepted based on the hotel’s occupancy.

Reservations Manager/Supervisor

Takes incoming calls for accommodation reservations and inquiries, keeps accurate room inventory, and closely coordinates with the marketing and sales department for promos and vouchers.

Reservation Staff/clerk

Trains, supervises, and motivates reception staff; maximizes occupancy and revenue from selling hotel facilities and services.

Reception Manager/Supervisor

Also called front desk clerk or receptionist; verifies reservations, registers guests, assigns rooms and keys, answers hotel calls and guests’ inquiries, and coordinates with the housekeeping department for the status of the rooms; takes room requests for walk-in visitors.

Reception Staff/Clerk

Parks and retrieves cars for the availing guests.

Valet Parking Attendant

Also referred to as lobby greeter; greets arriving guests, helps them from their vehicles into the lobby, and hails taxis on request

Door Attendant

Also called guest relations officer who builds a more personal relationship with guests.

Guest Service Agent

Handles guest or visitor inquiries or directions, handles and accepts guest keys and mails, organizes taxis or valet parking, and attends to special guest needs like entertainment tickets for amusement parks and theaters, tour bookings, flight confirmations, and car rentals.

Concierge

Helps guests with their luggage and room (to explain the features of a room) guests.

Bellman/Bellhop

Monitors guests’ history records, posts charges and payments to each guest folio.

Cashier

Balances daily financial transactions of the hotel, prepares revenue reports and produces statistics and summaries for the management, and acts as a desk clerk for the night shift.

Night Auditor

Also called private branch exchange (PBX) operator or telephone operator; manages the smooth execution of all internal and external phone calls.

Switchboard Operator

refers to providing a clean, comfortable, safe, and visually appealing environment.

Housekeeping

It is also an operational department in a hotel, responsible for the cleanliness and upkeep of rooms, public areas, back-office areas, and surroundings.

Housekeeping Department

Ensure overall cleanliness and aesthetics of the hotel; Ensure overall sanitation, comfort, and ambiance of the hotel; Train new joiners and motivate existing employees

Executive Housekeeper

Responsible for ensuring the guestrooms are cleaned and maintained following set standards.

Guestroom Supervisor

Responsible for ensuring that cleanliness is always maintained in public areas such as the lobby, lifts, parking, swimming pool, and conference halls.

Public Area Supervisor

Responsible for providing the hotel staff with clean, ironed, and fresh uniforms; keeps track of the number and conditions of uniforms; maintaining linens used in a property, including their inventory.

Linen and Laundry Supervisor

Responsible for cleaning and maintaining guestrooms, changing linens, and topping up guests’ supplies; attends to various guest requests for additional services and amenities.

Room Attendant

Responsible for keeping the parking, lobbies, lifts, and corridors in their best-maintained status.

Public Area Attendant

Responsible for sorting, keeping, examining, and counting all soiled linens before sending them to the laundry and performing linen inventory.

Linen Attendant

Responsible for loading and washing linens, uniforms, and guest clothes, including drying, pressing, and folding.

Laundry Attendant

To describe the status of a guestroom is to determine its readiness for new occupancy and cleanliness.

Room Status

Room is available for sale; this room status is the only status in which a room can be sold.

Vacant/Ready (V/R)

Cleaned room, not yet inspected.

Vacant/Clean (V/C)

this room has been taken out of inventory for some reason. It is the code assigned to out-of-order rooms.

Vacant/Maintenance (V/M)

The guest has checked out, but housekeeping has not yet serviced the room.

Vacant/Dirty (V/D)

Guest currently occupies the room, the night has passed, but the room has not yet been serviced by housekeeping.

Occupied/Dirty (O/D)

Guest currently occupies the room, and housekeeping has serviced the room.

Occupied/Clean (O/C)

The room is not available for occupancy because of various reasons, including maintenance, refurbishing, and extensive cleaning.

OOO (out of order)

The guest wishes not to be disturbed.

Do not disturb (DND)

The guest did not sleep in the room and may be out.

Sleep Out (SO)

The room that has been locked, which the guest cannot re-enter until the hotel staff operates.

Double Locked (DO)

The room is reserved for a guest expected to arrive within a day.

Blocked (BLO)

The room is reserved, but the guest did not arrive.

No Show (NS)

It is an occupied guestroom that needs to be cleaned, including beds to be made.

Make up Room (MUR)

The room is occupied, but the guest is assessed at no charge for its use.

Complimentary (COMP)

It is also called a night service, where a room attendant makes the bed ready for sleeping by removing any bedspread or turning down the covers.

Turn Down Service

A service or item offered to a guest or placed in a guest’s room at no extra cost

Amenity

It is the removal of extra beds from the rooms when guests check out.

Roll Out

The crime of taking someone’s property without permission

Pilferage

The functional area of a hotel where guests are not allowed to go.

Back-of-the-house

It is a report that allows the housekeeping department to indicate the present status of rooms. It provides information on the state of occupancy and cleanliness of rooms daily.

Room Status Report

This department produces and serves high-quality food and beverages to create an unforgettable dining experience for guests.

Food and Beverage Department

heads the food and beverage department.

Director of Food and Beverage

This is headed by the Executive Chef responsible for efficient kitchen operation.

Kitchen

They typically focus on supervising and managing staff, controlling costs, making purchases, and coordinating with the restaurant manager and suppliers to create new dishes for the menu.

Head Chef

They play different roles in the kitchen depending on their specialization skills, such as being the pastry chef, butcher chef, fish chef, roast chef, grill chef, and sauce chef.

Station Chef

They work under the station chef completing various kitchen tasks and learning different cooking styles from specialized chefs.

Line Cook

They assist with basic tasks in the kitchen and must have formal training in introductory food preparation.

Kitchen Porter

They provide a clean and dry supply of glassware, chinaware, and cutlery for bar, banquet, lounge, and restaurant service.

Dishwasher

refers to groups of people who eat together at the same time and place

Banquet

includes a variety of occasions when people may eat at varying times.

Catering

is responsible for selling and servicing catering, banquets, meetings, and exhibitions in a way that exceeds guests’ expectations and produces a reasonable profit.

Director of Catering

They engage staff on a casual basis for functions. They ensure that service is executed according to the instructions of the banquet manager.

Banquet Head Waiter

They perform the standard customer service skills and table etiquette when serving customers.

Banquet Waiter

Responsible for exceeding guest service expectations, hiring and training employees, setting, and maintaining quality standards, marketing, and presenting annual, monthly, and weekly forecasts and budgets to the Food and Beverage Director.

Restaurant Manager

They organize, supervise, and train all service personnel in the restaurant to provide timely and personalized food and beverage services to guests.

Captain Waiter

They organize and supervise an assigned restaurant station to provide fast and efficient food and beverage service.

Head Waiter

They provide timely and personalized food and beverage services to guests at the allotted tables as per the service standards in place to ensure guest satisfaction.

Waiter/Server

They clear and wipe service equipment, tables, and other sections

Bus Person

They process guest payments and generate necessary financial reports.

Cashier

It involves bringing the dining experience to a hotel guestroom with quality service.

Room Service/In-Room Dining

is responsible for forecasting, delivering orders on time, and making room service profitable.

Room Service Manager

They prepare food and beverage menu items for room service and get approval from the manager.

Room Service Captain

They set up room service trolleys,serve room service orders, replenish the minibar under the direction of the room service captain, and clear trays from rooms and corridors.

Room Service Waiter

runs bars and is responsible for their overall operation, from preparing beverage menus to supervising the ordering and storage process and rendering service.

Bar Manager

They supervise bartenders and train bar staff to make cocktails, prepare glasses for drinks, garnish drinks, follow correct serving procedures, and record orders.

Captain Bartender

They mix and serve drinks to guests seated at the counter.

Bartender

They serve guests alcoholic and non-alcoholic drinks at the bar, restaurant, and lounge tables.

Bar Server

have extensive knowledge of the various types of wine and standard service procedures. They are responsible for presenting the wine list to guests, offering wine suggestions, taking orders, and serving wine if requested.

Sommelier/Wine Server

The Chief Steward is responsible for the following functions:

• Cleanliness of the back of the house

• Maintenance of food utensils and glassware, including their inventory

• Maintenance of dishwashing machines

• Inventory of chemical stock

• Sanitation of kitchen, storerooms, walk-ins/freezers, and all equipment

• Pest control and coordination with an exterminating company

• Forecasting labor and cleaning supplies.