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College Course > FLO: LESSON 5 > Flashcards

FLO: LESSON 5 Flashcards

1
Q

are serviced by designated room attendants. It is serviced usually twice a day, either every morning, late afternoon up to evening

A

Guestrooms

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2
Q

Guestrooms shift:

A

First Shift and Second Shift

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3
Q

One of the shifts of Guestrooms that
Performs the make-up. installation of amenities and attends to the services requested by the guests

A

First Shift

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4
Q

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)

A

Second Shift

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5
Q

Nature and Scope of Guestroom Maintenance

A

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

  1. 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.

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6
Q

Specifically a room with a single bed (36”x75”) good for one (1) person.

A

Single Bed

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7
Q

A room with two twin or two single beds good for two (2) persons

A

Twin Room

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8
Q

A room with one double bed (54”x75”) good for two (2) persons

A

Double Room

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9
Q

A room with two double beds or two queen beds occupied by 2 or more persons.

A

Double-double Room

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10
Q

A room usually with one double bed and a roll away bed or two single beds and a roll a way bed

A

Triple Room

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11
Q

A room with twin beds and two roll away beds It usually occupied by 4 or more people

A

Quad/Quadruple Room

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12
Q

A room with a queen-sized (60’x80’) or king bed (70” x 80”) for single or double occupancy.

A

Queen Room/King

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13
Q

A room with one double bed, with one or more single beds occupied by a family with usually 4 or more members

A

Family Room

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14
Q

CLASSIFICATION OF ROOM ACCORDING TO BED

A
  1. Single Bed
  2. Twin Room
  3. Double Room
  4. Double-double Room
  5. Triple Room
  6. Quad/Quadruple Room
  7. Queen Room/King
  8. Family Room
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15
Q

Economically priced normally without standard facilities like aircon and television

A

Economy

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16
Q

A moderately priced room equipped with standard facilities

A

Standard

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17
Q

A higher priced room compared to standard that is more spacious and has superior quality amenities.

A

Deluxe

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18
Q

A room with a sofa which can be converted into a bed. It may also be called an executive room

A

Studio

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19
Q

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.

A

Connecting Room

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20
Q

A room with one or more rooms inside equipped with luxurious amenities and sold at a higher price

A

Suite

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21
Q

CLASSIFICATION OF ROOM ACCORDING OF PRICE, LAYOUT AND FACILITIES

A
  1. Economy
  2. Standard
  3. Deluxe
  4. Studio
  5. Connecting Room
  6. Suite
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22
Q

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

A

Junior Suite

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23
Q

A suite usually located at the top of the property

A

Penthouse Suite

24
Q

A suite designed for the top executives, with facilities and amenities of superior quality.

A

Executive Suite

25
Q

TYPES OF SUITES

A
  1. Junior Suite
  2. Penthouse Suite
  3. Executive Suite
26
Q

A type of bed specifically good for one person only Usually measures approximately 36”x75”

A

Single Bed

27
Q

A type of bed similar to a single bed but larger in size Usually measures approximately 39”x75

A

Twin Bed

28
Q

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

A

Double Bed/Full Bed

29
Q

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.

A

Queen Bed

30
Q

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

A

King Bed

31
Q

VC

A

Vacant & Clean

32
Q

VD

A

Vacant & Dirty

33
Q

OR

A

Occupied & Ready

34
Q

OC

A

Occupied & Clean

35
Q

OD

A

Occupied & Dirty

36
Q

CO

A

Check Out

37
Q

OOO

A

Out of Order

38
Q

DND

A

Do Not Disturb

39
Q

V/O or O/V

A

Status Unclear

40
Q

LO

A

Lock Out Room

41
Q

DO

A

Due out Room

42
Q

DNCO

A

Did Not Check Out

43
Q

VCI

A

Vacant, Cleaned & Inspected

44
Q

HL

A

Heavy Luggage

45
Q

LL

A

Light Luggage

46
Q

NL

A

No Luggage

47
Q

DL

A

Double Lock

48
Q

CL

A

Chain Lock

49
Q

HU

A

House use

50
Q

NCI

A

Newly Checked In

51
Q

NS

A

No Show

52
Q

SO

A

Slept out

53
Q

BLO

A

Blocked

54
Q

V

A

Vacant Room

55
Q

DIFFERENT GUESTROOM AMENITIES

A
  1. Toiletries
  2. Personal Care
  3. Coffe Kit
  4. Bathrooms and Slippers
  5. Free Breakfast
  6. Free wifi internet access
  7. Free Parking
  8. Gyms or Fitness center
  9. Mobile Check In
  10. Shopping Malls at VIP Merchants
  11. In Room Cocktail Section
  12. Room Purification
  13. Relaxation Devices
56
Q

HANDLING GUEST COMPLAINTS

A
  1. Listen with concern and empathy.
  2. Isolate the guest if possible, so that other guests won’t overhear.
  3. Stay calm. Don’t argue with the guest.
  4. Be aware of the guest’s self-esteem. Show a personal interest in the problem, Try to use the guest name frequently.
  5. Give the guest your undivided attention. Concentrate on the problem, no on placing blame. Do NOT Insult the guest.

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