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Housekeeping, Front Office, Laundry and Home Nursing Notes

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Suitable for both Diploma Module 1 and Certificate Module 2 of Catering and Accommodation Course.

1. INTRODUCTION TO ACCOMMODATION OPERATION
Definitions
Front Desk: The main point of guest interaction for check-in, check-out, and guest services.
Check-in: The process where guests arrive and register at the hotel.
Check-out: The process where guests settle their bill and leave the hotel.
Reservation: A booking made by a guest to secure accommodation in advance.
Housekeeping: Department responsible for cleaning rooms and maintaining overall cleanliness.
Concierge: Staff member assisting guests with travel arrangements and local recommendations.
Bellhop/Porter: Assists guests with luggage and other needs.
Room Service: Delivering food and drinks to guest rooms.
Occupancy Rate: The percentage of rooms occupied by guests.
No-show: A guest who has made a reservation but does not arrive.
Overbooking: Accepting more reservations than the hotel can accommodate.
Double Occupancy: Room rate based on two people sharing a room.
Room Rack: A board displaying room availability and status.
House Count: The number of guests currently checked into the hotel.
Rate Card: List of room rates and other charges.
Night Audit: Daily reconciliation of financial transactions.
Amenities: Facilities or services provided to guests, e.g., gym, pool, spa.
Complimentary: Provided free of charge to guests.
Late Check-out: Extending the checkout time beyond the standard hour.
Early Check-in: Allowing guests to check-in before the standard time.
Incidentals: Additional charges beyond room rate, e.g., minibar, phone calls.
Mini-Bar: Small refrigerator stocked with beverages and snacks in the room.
Group Booking: Reservations made for multiple rooms at once.
Valet Parking: Parking service where staff park and retrieve guests' vehicles.
Concierge Floor: A designated floor offering upgraded amenities and services.
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