BSHM 21: Lodging Operations - Reviewer Chapters 1-4

Comprehensive vocabulary flashcards covering Chapters 1 to 4 of Lodging Operations (BSHM 21), including lodging classifications, organizational roles, cleaning equipment and safety, room status codes, and guestroom types.

Domestic Housekeeping

Housekeeping and maintenance that covers bedrooms, dining area, kitchen, receiving area grounds, and surrounding areas in the house.

Public Areas Maintenance

The upkeep and cleaning of spaces accessible to all guests and visitors, including lobbies, corridors, function rooms, grounds, and keeping them free of hazards and litter.

Resorts

A full-service lodging facility intended primarily for travelers, typically located in relaxation or recreation destinations such as beaches, seashores, scenic or historic areas, ski parks, and spas.

Spas

Establishments offering massages, facials, body scrubs, and other menu services in either a day spa or an overnight setting.

Suite Hotel

A personalized and luxurious hotel that is more expensive than traditional hotels due to offering enhanced amenities and a higher class of service.

Transient Hotel

A hotel tailored for travelers on the move who need accommodations for a very short span of time.

Convention Hotel

A hotel capable of accommodating large gatherings and conferences, often hosting attendees in its own on-site convention center.

Small Hotels

Properties featuring 25 guest rooms or less.

Medium Hotels

Properties offering between 26 to 100 guest rooms.

Large Hotels

Properties that accommodate between 101 to 300 guest rooms.

Huge Hotels

Properties that cater to guests with more than 300 guest rooms.

Hotel Management

The discipline of overseeing every property operation, requiring expertise in distribution strategies, finance, customer service, staff management, and marketing.

Professionalism

A highly valued workplace trait demonstrated through specialized skill, sound judgment, polite conduct, honesty, and integrity.

Interpersonal Skills

Communication or people skills that encompass conflict management, flexibility, and clear, sensitive verbal exchange.

Ability to Manage Conflict

An interpersonal skill involving the handling of differing opinions and consistently pursuing win-win resolutions.

Flexibility

An interpersonal skill characterized by an openness to new and diverse ways of doing things.

Ability to Communicate Clearly

An interpersonal skill that balances speaking with clarity and directness while staying sensitive to receiver needs.

Intrapersonal Skills

Internal self-awareness and processes occurring within one's mind, including social awareness and personal adaptability.

Social Awareness

An intrapersonal skill that involves being attuned to the emotions and needs of other people.

Adaptability

An intrapersonal skill defined as the capacity to adjust and cope effectively with change.

General Manager

The executive responsible for ensuring property operations run properly, directly steering overall performance and strategic outcomes.

Resident Manager

An on-call manager available day and night to assist the General Manager with operational oversight.

Guaranteed Reservation

A pre-paid booking for which the front desk immediately blocks and reserves the room for the guest.

Non-Guaranteed Reservation

A booking held only until a designated cutoff time, after which the room is released to other guests if unclaimed.

Confirmed Reservation

A booking indicating that a room is secured for a guest, whether payment has been made or not.

Rooms Division

The operational 'nerve centre' of a hotel based on the principle that 'Everything Begins with the Rooms Division' since lodging is the guest's primary purpose.

Front Office Department

A vital hotel department responsible for creating the initial impression that shapes the guest's overall stay experience.

Security Department

The department tasked with maintaining safety and protection for hotel guests, staff members, and property assets.

Banquet

A formal gathering for a large number of people, including hospitality functions like conferences, working breakfasts, luncheons, dinners, and meetings.

Cleaning

Housekeeping tasks including sweeping, dusting, mopping, polishing, scrubbing fixtures, disinfecting drains, and organizing spaces.

Roomboy's Cart

A mobile carrier stocked with guest supplies, cleaning tools, and amenities used during room make-up.

Dust

Loose particles easily carried by air that settle on surfaces and can be wiped away using a dry cloth.

Central Vacuum System

An integrated cleaning system with internal wall tubing that transports dirt and debris from building areas to a central collection unit.

String Mop

A traditional cotton mop offering high absorbency and corner reach, though comparatively challenging to wring out and keep clean.

Soft Broom

Known locally as walis tambo in the Philippines; constructed from soft grass or synthetic fibers and ideal for indoor smooth floors.

Strip Mop

A mop featuring flat synthetic microfiber strips that dries rapidly to reduce bacterial growth, despite being less absorbent than string mops.

Upright Broom

A broom made of corn straw or plastic bristles cut at a slant to reach tight spaces, corners, and edges.

Caddy Box

A portable organizing container used to carry cleaning chemicals and hand tools.

Grouting Brush

A specialized brush designed to scrub the narrow cleavages and spaces between tile surfaces.

Robot Vacuum Cleaner

An autonomous battery-operated cleaning device that navigates floors independently to collect dirt.

Carpet Sweeper

A manual non-electric floor cleaner equipped with rotating brushes to pick up crumbs, hair, and dirt from carpets and hard floors.

Hand Broom

A compact, short-handled broom designed for sweeping tight spots and small localized areas.

Hearth Brush

A small, sturdy brush historically utilized for sweeping out fireplaces and hearth surfaces.

Solvents (Degreasers)

Chemical solutions formulated to dissolve and eliminate baked-on grease on equipment such as ovens and grills.

Flat Mop

A mop fitted with a reusable or disposable pad, commonly used for daily surface maintenance.

Rack Rate

The standard full retail price of a hotel guestroom excluding all discounts, promotional offers, or packages.

Group Rate

Discounted room pricing arranged for travel parties reserving a substantial block of rooms over set dates.

Commercial or Corporate Rate

Discounted rates negotiated for corporate travel and commercial accounts with the anticipation of repeat business.

OOO (Out of Order)

A room status indicating that a guest room cannot be sold due to necessary repairs or maintenance.

OC (Occupied and Clean)

A room status indicating that the registered guest has checked in and entered a room that is freshly cleaned.

MUR (Make-Up Room)

A room status denoting that the guest has requested room servicing, bed tidying, linen changing, and amenity replenishment.

HU (House Use)

A room status indicating that a room is assigned for use by hotel staff or operational requirements.

OD (Occupied and Dirty)

A room status designating that a guest is currently occupying the room and it has not yet received housekeeping service.

VR (Vacant and Ready)

A room status confirming that the room is empty, thoroughly cleaned, inspected, and ready for check-in.

Lost and Found

Guest belongings accidentally left behind in rooms or public areas, reported to Housekeeping, recorded in a register, and secured in restricted storage.

First Shift

The housekeeping work shift responsible for performing room make-up, stocking amenities, and responding to daytime guest requests.

Second Shift

The housekeeping shift that takes over endorsement to handle turn-down service, evening requests, and night service duties.

Connecting Room

Two or more adjoining rooms equipped with an interconnecting private door that allows passage without using the public hallway.

Penthouse Suite

A high-end luxury suite traditionally situated on the highest floor of a hotel property.

Executive Suite

A premium accommodation designed for corporate executives, equipped with superior amenities and facilities.

Economy Room

A low-cost guestroom that typically excludes standard amenities such as television and air conditioning.

Deluxe Room

A higher-priced, spacious guestroom offering upgraded amenities and enhanced comfort compared to standard rooms.