| A | B |
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| Access Control | Steps a property takes to watch or control the property's entrances, especially those that lead to guestrooms or guestroom areas - helps protect the property, its guests, and employees |
| Accounting Division | The hotel division responsible for keepiong track of the many business transactions that occur in the hotel and managing the hotel's finances |
| Activity Report | A daily log that gives detailed descriptions of what happened on a particulae day and at a particular time during a shift |
| Airport Hotel | A hotel located near a public airport. Although airport hotels vary widely in size and service levels, they are generally full-service |
| Amenity Caddies | Containers on housekeeping carts that hold guest amenities such as stationery, menus, comment cards, soap, shampoos, trash bags, etc. |
| Americans with Disabilities Act | (ADA)- Legislation passed by the U.S Congress that requires commercial operations both to remove barriers to the disabled in the workplace and to provide facilities for customers with disabilities |
| Arrivals List | A list the guests expected to arrive on a given day; used to facilitate the guest registration process |
| Assets | Items such as money, equipment, supplies, and the personal valuables that have material value |
| Athletic Club | A club may include lodging and dining facilities, as well as recreational facilities such as gymnasiums, swimming pools, handball, and courts for squah; may also include lodging and dining facilities |
| Attitudinal Complaints | Complaints from guests who feel rude or tectless employees have insulted them |
| Banquets | Special events at a property that can be anything from a small meeting room to a large dinner-dance or reception |
| Banquet Event Order | (BEO)- A work order for the catering departments that confirms final banquet arrangements such as time and place of function, room setup, menu, service notes, gratuity, payment, and guarantee clauses. Also called a function sheet |
| Banquet Servers | Employees that serve food and beverage to banquet guests |
| Bloodbourne Pathogens | Viruses, bacteria, and other microorganisms that are carried in a person's bloodstream and other body fluids and can cause the Hepatitis B Virus (HBV), the Human Immunodeficiency Virus (HIV), and other infections |
| Buffer Machine | Floor care equipment that acommodates both brushes and pads to perform some carpet and hard floor cleaning tasks. On hard floors, these machines can be used to buff, burnish, scrub, strip, and refinish |
| Buffet | An assortment of hot and/or cold foods attractively arranged on a platters and offered on a table in a self-service fashion |
| Busing | Clearing soiled linens, dishes, glasses, silverware, and other items from tables |
| Caddie | A small container used for holding individual packets of sugar and artificial sweetners |
| Call Accounting System | (CAS)- Telephone equipment that enables hotels to place and price local and long distance telephone calls without assistance from phone company operators or hotel staff |
| Calling Order | Sequence in which drinks are made to maximize efficiency, since some, such as frozen drinks, take longer to make while others don't hold up as well once they are poured |
| Captain | The person on a cruise ship who is responsible for its operation and the saftey of all those onboard. The captain sees that all company policies and rules, as well as national and international laws, are followed. |
| Cardiopulmonary Resuscitation (CPR) | An emergency procedure in which cardiac masage and artificial respiration are used to mantain circulation of oxygenated blood to the brain in individuals who have no pulse and are not breathing. |
| Career Path/Ladder | A series of positions an individual may take on the way to his or her ultimate career goal. |
| Cash Bank | An amount of money given to a cashier at the start of each workshift so that he or she can handle the various transactions that that occur; the cashier is responsible for this cash bank and for all cash, checks, and other negotiable items received during the workshift. |
| Categories | classifications of hotels according to their size, ownership, price, location, the guests they serve, and other factors. |
| Caution Signs | Saftey signs that are yellow and black in color; used to warm against a posible hazard, such as a wet floor. |
| Central Reservation System | A network for communticating reservations in which each participating property is represented in a computer system database and is required to provide room availability data to the central reservations center on a timely basis. |
| Chafing Dish | A metal dish or pan mounted above a heating device and used to cook food or keep it warm at the table. |
| Chain Restaurant | A restaurant that is part of a multi-unit organization. Chain restaurants often share the same menu, purchase supplies and equipment cooperatively, and follow operating procedures that ahve been standardized for every restaurant in the chain. |
| City Club | An urban recreational and social facility that can be categorized as athletic, dining, proffesional, social, or university |
| City Ledger Accounts | Charge acounts for guests who are not currently staying at the property, such as local customers; usually directly billed each month. Also used for posting charges to guests who have already checked out. |
| Cleaning Supply Caddies | Containers on housekeeping carts that hold cleaning supplies such as sponges, cleaning cloths, spray cleaners, furniture polish, and other approved cleaning chemicals. |
| Clique | An informal work group that forms within a formal work group when two or more members of the formal group set their own goals and consider those goals to be more important than the goals of the formal group. |
| Close-To-Arrival | A yield management availability strategy that allows reservations to be taken for a certain date as long as the guest arrives before the date; for example, a hotel may accept a reservation for a wednesday night if the guest's actual stay begins tuesday night. |
| Closed-Circuit Television | Video surveillance equipment with cameras installed at various property locations and moniters at a central screening station; allows security officers to check many areas of a property from one location. |
| Club Manager | The hired professional responsible for guiding all of the elements of a private club's operation. Often referred to as the club's general manager or chief operating officer (COO). |
| Club Spa | A spa focused on fitness which offers a variety of professional services on a day-use basis |
| Combustible | A substance that ignites and burns easily. |
| Condiments | A preparation to enhance the flavor for the enjoyment of food. |
| Contract Food Company | An independent food management service hired by organizations whose primary purpose is not food. |
| Convention | Usually, general sessions and committee meetings convened for a common purpose; the traditional form of annual meeting. |
| Convention and Visitors Bureau (CVB) | A non-profit service organization that promotes a destination and sometimes offers personnel, housing control, and other services for meetings and conventions. |
| Corporate Club | A for-profit private club owned by an individual or a company that sells memberships in the club. Also called a develop or proprietary club. |
| Cost Center | Division or department within a hotel that does not directly generate income; cost centers provide support for revenue centers. |
| Country Club | A private recreational and social facility for individuals and families who live in the surrounding area. |
| Country Code | Telephone code needed to dial phone numbers for a specific country |
| Credit Check | A routine assessment of guest charges and payment methods prior to checkout to make sure each guest's charges are within his or her credit limit. |
| Cruise Director | Oversees a staff responsible for managing a ship's entertainers, children' counselors, and guest activities, including selling and coordination shore excursions |
| Cruise Ship Spa | A spa aboard a cruise ship that offers professional services, fitness and wellness activities, and spa cuisine menu choices. |
| Culture | A complex set of beliefs, customs, skills, habits, traditions, and knowledge shared by a group of people; a person's culture teaches him or her what is important and how to act in various situations. |
| Daily Specials | A deep cleaning assignment technique where public space cleaners get a different special deep cleaning assignment every day in addition to their regular cleaning duties. |
| Danger Signs | Safety signs that are red, black, and white in color; used only in areas where there is an immediate hazard, such as where a caustic cleaning liquid has been spilled. |
| Day Spa | A spa that offers professional services on a day-use basis. |
| Decoy System | Bus tubs and dish racks with one dirty dish, glass, etc. in them to show employees where to place dirty dishes. |
| Deep Cleaning | Intensive or specialized cleaning undertaken in guestrooms or public areas; often conducted according to a special schedule or on a special schedule or on a special project basis. |
| Destination Spa | A spa that provides guests with lifestyle improvement and health enhancement through professional services, physical fitness, educational programming, and on-site accommodations. Spa cuisine is served exclusively. |
| Dining Club | A private club generally found in the office buildings and usually only open for lunch. |
| Disturbance | Anything that interrupts normal activities at the property or upsets the comfort of guests. |
| Diversity | The variety among people relative to age, race, gender, ethnicity, religion, physical ability, sexual orientation, marital status, work experience, income, thinking style, personality, personal appearance, job level, interests, etc., that forms the basis for bringing unique perspectives and creative contributions to the task at hand. |
| Downtown Hotel | A full-service hotel that is located in a downtown or business district and caters to business travelers; downtown hotels often have restaurants, a coffee shop, a cocktail lounge, room service, laundry and valet services, a business center, a newsstand and gift shop, and a health club. |
| Drip Bucket | A bucket that collects drips of water produced by ice melting in a food and beverage display. |
| Emergency Codes | Numbers that identify the type of emergency a property is facing |
| Emergency Hotline | A direct telephone link to the PBX operator that guests can use to report emergencies. |
| Emergency Key | A key that opens all guest-room doors, even when they are double-locked. |
| Employee Areas | Areas in which only employees on duty are allowed. |
| Energy Management | Modifications to existing equipment and employee programs and practices to reduce energy usage; may include improvements in efficiency of equipment or systems, reduction of operating load or operating time, recovery of waste energy, and use of cheaper energy sources. |
| Engineering Division | The hotel division responsible for taking care of the hotel's physical plant and controlling energy costs. |
| Equity Club | A nonprofit private club whose members buy shares in the club and, after expenses have been paid, invest any revenues left over into improving the club's facilities and services. |
| Exemplary | Worthy of imitation; a model of behavior. |
| Exemplary Guest Service | Providing guests with not only the service they expect but exceeding their expectations. |
| Express Check-Out Packets | Packages which include a guest' charge statement, instructions for express check-out, and a blank guest comment card; often slipped under guestroom doors of expected check-outs in the early morning. |
| Extracting | The removal of excess moisture from laundered items through a high-speed spin. |
| First-Class/Luxury Hotels | Hotels with high room rates and exceptional service and amenities. |
| Fist-in, First out (FIFO) | A rotational stock system in which products held in the inventory the longest are the first to be issued to production areas; when in newly received products enter the storage areas, they are placed under or behind products already in storage. |
| Flounce | A strip of decorative material attached to the edge of the table. |
| Food and Beverage Division | The hotel division responsible for preparing and serving food and beverages within the hotel; also includes catering and room services |
| Food Service | Commercial and non-commercial operations that sell food and beverage products for immediate consumption. Examples of commercial food service operations include freestanding restaurants, hotel dining rooms,coffee shops,quick-service restaurants, and ice cream stands. Examples of non-commercial food service operations include schools,health care facilities, businesses,prisons, and military installations. |
| Formal Work Groups | Teams that are establisged by an organization to accomplish a task or tasks; formal work groups may consist of division, departments, and work sections and normally have a formal manager or supervisor who coordinates, directs, and controls the work of the group. |
| Franchise | Refers to (1) the authorization given by one company to another to sell its unique produce and service, or (2) the name of the business format or product that is being franchised. |
| Franchisee | The person or company that purchases from a franchisor the right to use a franchise concept; the franchisee must usually agree to maintain the franchisor's business and quality standards |
| Franchisor | A company that owns a trademark, product, or buisness-format franchise concept and sells the right to use it. |
| Front desk computer system | Computerized system that includes functions for reservations, check-in, room assignment, point-of-sale, check-out, and many other common front desk tasks. |
| Front office logbook | A record of important events and decisions-such as unusual events, guest complaints or requests, and other relevant information-that occurred during previous shifts. |
| Front Sheets | Pages within a logbook in which duties and services performed by bell services staff during a shift, as well as other important information for bell staff, are recorded. |
| Function Rooms | Rooms where banquets, meetings, and receptions are held. |
| Functional Areas | Divisions within a hotel that are organized based on the services they provide. Common functional areas include the rooms division, food and beverage division, marketing division, engineering division, accounting division, human recources division, and security division. |
| Garnishes | Decorative edible items used to enhance the visual appeal of another food item; common garnishes include parsley, lemon or orange slices or wedges, cherries, tomato wedges or cherry tomatoes, carved or grated carrot, chocolate curls, and endive. |
| Glass froster | A cold storage unit, like a small refrigerator, that cools glasses so they frost when you take them out. |
| Group reservation master | A reservation record for group business; includes information such as group name, name and number of group contact, rates, number of rooms, cut-off date, and master billing instructions. |
| Guarenteed Reservation | A reservation that assures the guest that a room will be held until check-out time of the day following the day of the arrival; the guest guarentees payment for the room, even if it is noot used, unless the reservation is properly canceled. |
| Guest areas | Places such as a gustroom hallways where only guests, their visitors, and on-duty employees are allowed. |
| Guest call sheet | A list of guest wake-up calls tha includes each guest's name and room number and day, date, and time the call should be made. |
| Guest cycle | The stages of a guest's interaction with a property: pre-arrival, arrival, occupancy, and departure. |
| Guest histroy file | A record of personal and finacial information about a guest that can help the hotel serve the guest on return visits. |
| Guest history system | A collection of guest history files, often in an electronic database. |
| Guest information directory | A set of file folders or a three-ring binder with tabs that details local restaurants, attractions, recreation options, and other services that may be requested by guests. |
| Guest mix | The variety and percentage distribution of hotel guests-individual, group, business, leisure, and so on-who stay at a hotel or patronize a restaurant. |
| Guest service | Meeting any and all guest needs in the way that guests want and expect them to be met. |
| Guest service-related complaints | Guest complaints related to service problems such as long waiting times, a lack of help with luggage, untidy rooms, telephone difficulties, wake-up call errors, food or beverage quality problems, or ignored requests for additional supplies or amenities. |
| Guest | The consumers who stay at hotels. |
| Hazard communication standard | The Ocupational Safey and Health Administration's requlation requiring employers to inform employees about possible hazards related to the chemicals they use on the job. |
| Heimlich Maneuver | A generally accepted teqnique for saving a chocking victim by squeezing the trapped air out of the victim's lungs, forcing the obstruction out. |
| Highway hotel | A hotel built next to a highway. These hotels typically feature large property signs, an entrance where travelers can leave their cars as they check in, and a swimming pool. Parking space is plentiful and the atmosphere is informal. |
| Hospitality industry | Lodging and food service busineses that provide short-term and transitional lodging and/or food; sometimes entertainment and travel are also included as part of the hospitality industry. |
| Hot box | An insulated or heated cart used for transporting food and keeping it warm |
| Hotel chain | A group of affiliated hotels that usually share a common name. |
| House account | A guest account that allows guests with approved credit to charge restaurant meals and drinks to their rooms. |
| Human resource division | The hotel division responsiblle for recruting, hiring, orienting, training, evaluating, motivating, rewarding, disciplining, developing, promoting, and communicating with hotel employees. |
| Image | How others perceive hospitality employees based on appearence, personality, and posture. |
| Incident report | A report that specifically focuses on one unusual event that happend during a shift and that directly affected security, such as crimes, conflicts between people, accidents, fires, weather or natural disasters, and other emergencies. |
| Incoming mail logbook | A logbook in which employees record the time a package arrives, the name of the guest it is addressed to, and where it will be stored. Guests sign the logbook when they pick up their mail. |
| Independent hotel | A hotel with no chain or franchise affiliation; it may be owned by an individual proprietor or a group of investors. |
| Independent restaurant | A food service operation owned by an owner or group of owners with one or more properties having no chain relationship. Menus, food purchase specification, operating procedures, etc. may differ among the owned properties. |
| Informal work groups | Voluntary alliances that are formed by friendships or common interests, rather than dictated by the organization; depending on the situation, informal groups might support or oppose management actions. |
| Institutional food service | A food service operation that provides food service in closed, non-commercial environments, such as hospitals, schools, or correctional institutions. |
| International access code | A code needed to access an international telephone line for making calls to foreign countries. |
| International guests | Guests from outside the United States; international guests may need special services such as language services and currency exchange. |
| Interview | A formal face-to-face meeting to evaluate a job candidate. |
| Key-return box | A locked box with an opening for people to return room keys. |
| Layers | The change of strength as water passes through ground coffee; |
| least cost route | The component of a call acounting system that routes a dialed call to the type of lines that can carry the call at the lowest cost to the hotel. |
| Limited service hotels | Hotels that do not ofer the full range of services customarily associated with hotels. For example, they do not have restaurants or bars. |
| Linen roll-ups. | Silverware wrapped in linen napkins |
| Linen running | Transporting clean linens and guest amentities from the laundry to house keeping closets. |
| Linens | Cloth articles such as sheets, towels, tablecloths, and napkins |
| Lockout/tagout | The placement of a lock and tag on an energy isolating device to disable the machinery or equipment, thereby preventing the release of hazardous energy while employees perform repair and maintenance activities. |
| Logbook | A record of important activities that take place during a shift. |
| Luggage cart | A wheeled cart used by bell staff for tansporting guest luggage safely and securely. |
| Luggage claim ticket | A two-part ticket used to locate and match stored luggage; one portion of the ticket is attached to the luggage and the other portion is given to the guest. |
| Maintenance request form | A form used by maintenance employees to identify items that require repair. |
| Maintenance request log | A log book to document calls or requests from quests requiring maintenance-related assistance; usually kept at the front desk. |
| Maintenance tool log | A log book used by maintenance employees to sign out and check in tools. |
| management company | A company that manages hotels for owners, typically for a combination of fees and a share of revenues. A management company may or may not have any of its own funds invested in a hotel it manages. |
| Market | Groups of guests with similar characteristics. Some markets for the hotel industry include corporate individuals, corporate groups, convention and association groups, leisure travelers, long-term stay/relocation guests, airline-related guests, government and military travelers, and regional getaway guests. |
| Marketing division | The hotel division responsible for identifying prospective guests for the hotel, conforming the products and services of the hotel as much as possible to meet the needs of those prospects, and persuading prospects to become guests. |
| Master Key | A key that can open all guest room doors that are not double-locked. |
| Material Safety Data Sheet (MSDS) | A form mandated by the occupational safety and health administration (OSHA) that informs employees about potentially hazardous materials used in the workplace. The product information from the manufacturer should include chemical identity, hazardous ingredients, physical and chemical characteristics, fire and explosion hazard data, reactivity data, health hazards , precautions for safe handling and use, control measures, an manufacturer's name, address, and telephone number. Vendors and suppliers of hazardous materials must provide an MSDS for each product. The property must make these forms available to employees at all times. |
| Mechanical complaints | Guest complaints concerning problems such as temperature control, lighting, electricity, room furnishings, vending machines, door keys, plumbing, television sets, elevators, and so forth. |
| Medical spa | A business that provides health and wellness care in an environment which combines spa services and conventional and complementary therapies and treatments |
| Meeting | A planned event in which a group of people gather together to accomplish something. |
| Meeting planner | Someone who plans meetings for an association, a corporation, or some other group |
| Membership dues | The cost to a private club member for the exclusivity provided by the club's limited membership. membership dues subsidized the club's operating costs and fixed charges. |
| Mid-price hotels | Hotels that offer facilities and services similar to those at first class/luxury hotels, but at average rates. They have restaurants and bars, and many have meeting space. Average prices vary by market. |
| Mineral springs spa | A spa offering a source of natural mineral water, thermal springs, or saltwater used in hydrotherapy treatments. |
| Minimum stay | A yield management availability strategy requiring that a reservation must be for at least a specific number of nights to be accepted. |
| Miter | A method for contouring a sheet or blanket to fit the corner of a mattress in a smooth and neat manner; the results are sometimes referred as "square corners" or "hospital corners" |
| Mouth-to-mouth resuscitation | An emergency procedure used to restore breathing when the victim is not choking. |
| Non-guaranteed reservation | A reservation agreement in which the hotel agrees to hold a room for the guest until a stated reservation cancellation hour on the day of arrival; the property is not guaranteed payment in the case of no-show |
| Occupational safety and health administration (OSHA) | An independent federal regulatory that develops and enforces mandatory workplace safety and health standards standards, sets up regulations, conducts inspections,issues citations, and proposes penalties for noncompliance; helps keep employees safe by regulating sanitation, safety, and first aid in the workplace |
| Package pass | A form that must accompany items or packages removed from the property by employees |
| Par | The standard quantity of a particular inventory item that must be on hand to support daily operations. |
| Patrols | Regular checks of a property's building and grounds. |
| Personal protective equipment | Equipment designed to protect employees from serious workplace injuries or illnesses resulting from contact with chemical, radiological, physical, electrical, mechanical, or other workplace hazards; examples include face shields, safety glasses, hard hats, gloves, earplugs, respirators, coveralls, vests, and goggles. |
| Personality | Distinctive character, temperament, and behavioral traits of a person; a pleasing, professional personality is desirable in hospitality employees. |
| Point-of-sale (POS) System | An electronic cash register system that transfers a guest's charges from hotel sales outlets - such as restaurants, gift shops, and room service - to the guest's folio at the front desk. |
| Posting system | System in which bell attendants are staged or assigned so they can quickly help guests on a rotating basis. |
| Post-sorting | Separating linen types and sizes that were missed in pre-sorting. |
| Power failure | A loss of electrical power, usually triggered by an emergency such as severe weather, vandalism, or acts of terrorism |
| Pre-busing | Removing items from dining tables that guests no longer need, in order to keep the dining experience a pleasant one throughout the meal. |
| Preregistration | A process by which sections of a registration card or its equivatlent are completed for guests arriving with reservations. Room and rate assignment, creation of a guest folio, and other functions may also be part of preregistration activity. |
| Pre-treating | Treating heavily soiled laundry with a spotting solution or in a soak tank before washing. |
| Preventive Maintenance | Inspecting, servicing, adjusting, or preforming minor repairs to machinery, equipment, and areas of a lodging property before major damage or malfunction occurs. |
| Preventive Maintenace Checklist | A checklist used by maintenance employees when preforming preventive maintenance inspections. |
| Professionalism | Professional image, attitude, character, standards, and conduct. |
| Property management system (PMS) | A computerizes system that helps hotel managers and other personal carry out a number of front-of-the-house and back-of-the-house functions. A PMS can support a variety of applications software- such as reservations, room management, guest accounting, and internal control functions- that help managers in their data-gathering and reporting responsibilities. |
| Public areas | Places that are open to all people, such as hotel lobbies. |
| Public space cleaner | A housekeeping department employee who cleans almost all areas of the property, except guestrooms. |
| Public space daily assignment sheet | A list of all the tasks that public space cleaners must perform for the day in the order in which they are assigned to do it. |
| Purser | The second in command within the hotel department of a cruise ship and the ship's gbanker, infromation officer, human resources director, and complaint handler |
| Ramekin | A small receptacle used to hold butter and sauces |
| Rate controls | Restrictions on available rate categories to control a hotel's average rate during high-demand periods. |
| Reception | A social event with food and beverages. |
| Registration record | A guests record created upon check-in; includes guests name and address, payment and billing information, planned length of stay, special needs, and guest signature. |
| Repetitive stress injuries | Motion injuries to muscles and joints caused when the same actions are repeated throughout the day. |
| Reservation call conversion form | A form used by reservationists to document all calls received during their shift; usually includes space for documenting inquiries converted into room bookings as well as a space for nonconverted calls. |
| Reservation confirmation form | A document provided to guests upon request that confirms the important points of a guest reservations, such as dates, rates, and number of guests. |
| Reservation record | A collection of data that identifies a quest and his or her anticipated occupancy needs brfore arrival at the property; enables the hotel to personalize guest service and accurately schedule staff. |
| Resort hotel | A hotel, usually located in a desirable vacation spot, that offers fine dining, exceptional service, activities unavailable at most other properties, and many amenities. |
| Resort/hotel spa | A spa that is within a resort or hotel. It provides professional spa services, fittness and wellness activities, and spa cuisine menu choices. |
| Resume | A formal, written presentation of an individual's work experiences, skills, and education. Job applicants use resumes to obtain job interviews. |
| Revenue center | A division or department within a hotel that directly generates income through sales of products or services to guests. |
| Revenue management | The process of using forecasted sales information to determine pricing or room rate strategies in order to maximize room revenue. |
| Romm assignment sheet | A list of all rooms that easch guestroom attendent needs to clean during his or her shift; typically includes room status codes and terms that can help a guestroom attendant decide which rooms to clean first. |
| Room forecatsing | Making an educated guess about future trend, events, sales levels, ect., based on data collected both within and outside an operation. |
| Room rack | A system, either computerized or manual, for organizing rooms according to their current avabilability or status. |
| Rooming | The process of assigning a guest room and escorting guests and their luggage to that room. |
| Rooms division | The largest, and usually most profitable, division in a hotel. It typically consists of four departments: front office, reservations, housekeeping, and uniformed sevice. |
| Safe-deposit box | Boxes at or near the front desk made available for all guests for storing valuable items for safekeeping during their stay. |
| Safety instruction signs | Signs that are green and white or black and white; used to give general instructions, such as to tell employees not to eat in storage areas. |
| Scripts | Standard texts that wlak reservationists through a sale in the order that is most efficient for them and the caller. |
| Security division | The hotel division responsible for the protection of guest and their property, employees and their property, and the hotel itself. |
| Service trays | Trays used by servers to help transport food, beverages, dishes, and equipment throughout the restaurant or banquet facility. |
| Side station | A service stand that holds suplies, such as tableware, ice, condiments, dairy products, and some other beverages, for easy access; helps servers work more efficently by reducing the distance they have to go to get the supplies guests needs. |
| Sidework checklist | A list of routine setup and cleanup work- such as restocking server supply stations, wipping service trays, folding napkins,and filling salt and pepper shakers- that must be done before and after dining shifts. |
| Social catering | An independent catering sercive that hires food servers as needed. |
| Social club | A private club whose members have no affiliation except that they enjoy being in each other's company. |
| Sorting | Separating linens and uniforms according to use, fabric type, color, and department. |
| Spa director | The employee in Charge of the spa who manages all other employees. |
| Spa industry | The hospitality segment that specializes in wellness. Most modern spas offer a wide variety of services to help people lose weight, get in shape, relax, oe be pampered. |
| Specialist Tasks | A deep cleaning assignment technique. A public space cleaner is assigned to perform a lengthy deep cleaning assignment instead of his or her regular cleaning duties; the public space cleaner becomes a "specialist" in that task for the day |
| Spirit | A lodging employee's positive attitude, feeling of pride and belonging, and desire to please and satisfy guests. |
| Standard food and drink abbreviations | Common abbreviations used in a resaurant to speed up the process of taking and communicating food an dbeverage orders |
| Standards of conduct | Performance standards which serve as a foundation for behavior that is or is not acceptable in the workplace; prohibited conduct generally includes behaviors that are disruptive, unprofessional, illegal, or otherwise in violation of workplace policies. |
| Stay cpntrols | Restrictions on reservations based upon how long a guest plans to stay. |
| Steam extraction | A carpet and upholstery cleaning tecnique that uses a combination of detergent , hot water, and steam to remove from the base of the fibers as well as from the surface. |
| Suburban hotel | A hotel located in a suburban area. Suburban hotels typically belong to a major hotel chain and have 250 to 500 rooms as well as restauants, bars and other amenities found at most downtown hotels. |
| Suggestive Selling | Techniques used to encourage guests to buy certain menu items with the objectives of increasing sales of the most profitable items and increasing the check average. |
| Suspicious person | Anyone-an employee, visitor, or guests-who gives others the feeling that something might be wrong; the way people look or the way they act might make them appear suspiciuos. |
| Table linen requistion | A written order that identifies the type and amount of linens needed by food and beverage outlets for the next day. |
| Table-side cart sevice | A table-service style in which specially trained staff members prepare menu items beside the guests' tables using a cart; the food is prepared and plated on the cart, then served to the guest. Also called french service. |
| Table skirt | Pleated or folded linen used to decorate tables. clips or T-pins are often used to attach table skirts to tablecloths. |
| Target markets | Market segments-such as business travelers or families - that a property identifies as having good potential, and at which marketing activities are aimed. |
| Taxi line | A staging area outside larger hotels where taxis can wait for guests who need a ride. |
| Temperate danger zone | The temperature range of 40 degrees to 140 degrees where food spoilage is most likely to occur. |
| Tip pooling | A policy which requires that all tips earned by tipped employees during a shift be pooled and then redistributed evenly so that everyone receives an equal amount. |
| Trade show | An event at which goods and servies in a specific industry are exhibited and demonstrated. |
| Travel agent no-show/cancellation form | A document used for recording cancelled and no-show reservations that were booked through a travel agency; completed forms are mailed to the travel agent and a copy is kept for the property's recordsl. |
| Turnaround day | The day when a cruis ship finishes one cruis and starts another one. |
| Turn-down service | A special service provided by the houskeeping department in which a room attendant enters the guestroom in the early evening to restock supplies, tidy the room, and turn down the guest bed. |
| Uniform authorization form | Request for an employee uniform that lists employee's size and uniform to be issued. |
| University club | A private club for universtity graduates. |
| Unusual complaints | Guest complaints that lodging employees may not have control over, such as lack of a swimming pool, lack of transportaion, early lounge or restarant closing times, bad weather, and so on. |
| upselling | A sales thnique whereby a guest is offerd a more expensive alterantive then what he or she originally requested and then persuaded to select the upgrade based on its features and benefits, as well as the guests' needs. |
| VIP (Very Important Person) | Guest who receives special treatment; usually offerd the very finest services and accommodations a property has to offer. |
| Washing | Cleaning linens in washing machines with the correct time, temperature, agitation, and chemicals. |
| Waste management | Management and disposal of solid wastes, including aggressive recycling programes for solid wastes such as paper, aluminum, and plastics. |
| Water management | Mangement of the cleaniness, quantity, and quality of water; includes reducing the amount of fresh water used in a lodging property and property treating and disposing of wastewater. |
| White tablecloth restaurant | A luxary restaraunt that features fine dining and employs well-trained, creative chefs and skilled food servers; generally small an indepenently operated. |
| Yield management | The process of using forecasted sales information to determine pricing or room rate strategies in order to maximize room revenue. |
