FLO: LESSON 5 Flashcards
are serviced by designated room attendants. It is serviced usually twice a day, either every morning, late afternoon up to evening
Guestrooms
Guestrooms shift:
First Shift and Second Shift
One of the shifts of Guestrooms that
Performs the make-up. installation of amenities and attends to the services requested by the guests
First Shift
One of the Guestrooms shift that
Receives endorsement and responsible for the night service (Tum down service, bed make-up and bathroom, attending to guests’ requests and concerns)
Second Shift
Nature and Scope of Guestroom Maintenance
1.Maintenance of order and cleanliness
a. Regular cleaning of guestrooms
b. Orderly arrangement of fixtures and guestrooms amenities
c. Installation and replenishment of guestroom amenities
2.Safekeeping of lost and found items
- Coordination with other sections on matters involving guestroom maintenance and servicing of quest needs, complaints and concerns.
4.Provision for other services to house guest
5.Attending to other guest’s needs and concems.
Specifically a room with a single bed (36”x75”) good for one (1) person.
Single Bed
A room with two twin or two single beds good for two (2) persons
Twin Room
A room with one double bed (54”x75”) good for two (2) persons
Double Room
A room with two double beds or two queen beds occupied by 2 or more persons.
Double-double Room
A room usually with one double bed and a roll away bed or two single beds and a roll a way bed
Triple Room
A room with twin beds and two roll away beds It usually occupied by 4 or more people
Quad/Quadruple Room
A room with a queen-sized (60’x80’) or king bed (70” x 80”) for single or double occupancy.
Queen Room/King
A room with one double bed, with one or more single beds occupied by a family with usually 4 or more members
Family Room
CLASSIFICATION OF ROOM ACCORDING TO BED
- Single Bed
- Twin Room
- Double Room
- Double-double Room
- Triple Room
- Quad/Quadruple Room
- Queen Room/King
- Family Room
Economically priced normally without standard facilities like aircon and television
Economy
A moderately priced room equipped with standard facilities
Standard
A higher priced room compared to standard that is more spacious and has superior quality amenities.
Deluxe
A room with a sofa which can be converted into a bed. It may also be called an executive room
Studio
Two or more rooms with entrance doors from the outside door between them through which guests can get through each bedroom without going outside their room.
Connecting Room
A room with one or more rooms inside equipped with luxurious amenities and sold at a higher price
Suite
CLASSIFICATION OF ROOM ACCORDING OF PRICE, LAYOUT AND FACILITIES
- Economy
- Standard
- Deluxe
- Studio
- Connecting Room
- Suite
A room with a bed and a sitting area (usually a small lounge), There may also be a small, separate bed connected to the living room or parlor. It is also called a mini suite
Junior Suite
A suite usually located at the top of the property
Penthouse Suite
A suite designed for the top executives, with facilities and amenities of superior quality.
Executive Suite
TYPES OF SUITES
- Junior Suite
- Penthouse Suite
- Executive Suite
A type of bed specifically good for one person only Usually measures approximately 36”x75”
Single Bed
A type of bed similar to a single bed but larger in size Usually measures approximately 39”x75
Twin Bed
This size is larger than a twin bed but smaller than a queen. While some people think a double and full bed are different, they have the same measurements. A full bed measures 53 inches wide by 75 inches long, which is about 4 1/2 feet by 6 1/4 feet
Double Bed/Full Bed
A queen is in the middle when it comes to beds in hotels. This type measures 60 inches side to side by 80 inches up and down, which comes to 5 feet horizontally and 8 2/3 feet vertically.
Queen Bed
A ____ is usually the biggest bed you’ll find at a hotel..
A ____ is the same length as a queen 80 inches-but is 76 inches wide
King Bed
VC
Vacant & Clean
VD
Vacant & Dirty
OR
Occupied & Ready
OC
Occupied & Clean
OD
Occupied & Dirty
CO
Check Out
OOO
Out of Order
DND
Do Not Disturb
V/O or O/V
Status Unclear
LO
Lock Out Room
DO
Due out Room
DNCO
Did Not Check Out
VCI
Vacant, Cleaned & Inspected
HL
Heavy Luggage
LL
Light Luggage
NL
No Luggage
DL
Double Lock
CL
Chain Lock
HU
House use
NCI
Newly Checked In
NS
No Show
SO
Slept out
BLO
Blocked
V
Vacant Room
DIFFERENT GUESTROOM AMENITIES
- Toiletries
- Personal Care
- Coffe Kit
- Bathrooms and Slippers
- Free Breakfast
- Free wifi internet access
- Free Parking
- Gyms or Fitness center
- Mobile Check In
- Shopping Malls at VIP Merchants
- In Room Cocktail Section
- Room Purification
- Relaxation Devices
HANDLING GUEST COMPLAINTS
- Listen with concern and empathy.
- Isolate the guest if possible, so that other guests won’t overhear.
- Stay calm. Don’t argue with the guest.
- Be aware of the guest’s self-esteem. Show a personal interest in the problem, Try to use the guest name frequently.
- Give the guest your undivided attention. Concentrate on the problem, no on placing blame. Do NOT Insult the guest.
