Mastering Hotel Jargon

Hotel Operations Terms & Phrases.

General Jargon.

While many hospitality terms can be classified as department-specific, there are a few that everyone should know, regardless of which part of the hotel they work in: 

• Front of House (FOH) refers to all the guest-facing areas, such as the lobby, reception, and dining venues. FOH is where the guest experience begins and is crucial for first impressions.
• Back of House (BOH) is all the operational areas hidden from guests, such as kitchens, storage, and staff offices. It’s where behind-the-scenes work happens to maintain the hotel’s smooth operation.
• High (peak) season: The busiest travel time of the year, when hotel pricing and demand typically increase.
• Low (off-peak) season: The time of year when there is less demand for travel, leading to dropping hotel prices.
• Amenities: The additional services and facilities that a hotel offers its guests beyond the basics of a room and bed. Amenities can include things like a swimming pool, spa, fitness center, restaurant, bar, concierge, 24-hour room service, laundry service, and Wi-Fi.

Front Office.

The front office department is one of the foundational pillars of a hotel. Often seen as the “face” of the hotel, it’s also the first and last point of contact for many guests. The front office team is responsible for guest check-ins, check-outs, reservations, and inquiries, as well as handling guest requests and resolving issues. Here are some terms for this department: 

• Check-In/Check-Out: The standard operational processes for guest arrivals and departures. 
• No-Show: A guest who does not arrive for their confirmed reservation, impacting occupancy planning and revenue.
• Walk-In: A guest who arrives without prior reservation and requires immediate accommodation arrangements.
• Understay: A guest who checks out earlier than their scheduled departure date.
• Stayover: A guest who extends their stay beyond the original booking.
• Inventory: The total number of rooms a hotel has available for booking. 
• Booking Pace: The rate at which reservations are being made for future dates.
• Occupancy Rate: The percentage of available rooms that are occupied during a specific period. 
• Rack Rate: The standard room price set by the hotel, without any discounts. 
• Best Available Rate (BAR): The lowest available rate for a specific room type on a particular date. BAR fluctuates based on factors like occupancy, competitor pricing, and demand.
• Blackout Dates: Periods when a hotel is unable to offer any discounts, usually due to high demand or special events.
• Property Management System (PMS): A software system used by hotels to manage their day-to-day operations,  including reservations, guest check-in/check-out, room inventory, billing, and reporting.
• Central Reservations System (CRS): A centralized system used to manage room reservations across multiple properties, often integrated with the PMS.

Food & Beverage.

The food and beverage (F&B) department is another cornerstone of every hotel. The F&B team takes care of all the operations related to food and beverage within the hotel, including restaurants, bars, and banquet services. Familiarize yourself with these terms:

Restaurant. 

• À La Carte: A dining style where guests can order individual menu items instead of a set meal. 
• Prix Fixe: A set course menu offered at a fixed price, popular in fine dining.
• Mise en Place: A French phrase meaning “everything in its place.” It refers to preparing all tools and ingredients before service begins.
• Table Turnover: The rate at which tables are occupied and cleared. This is a key metric for restaurant efficiency – a high table turnover rate means more guests can be served, leading to higher revenue.
• Comp: A complimentary item or service offered to a guest “on the house,” usually as a gesture of appreciation or to rectify a mistake.
• Point of Sale (POS) System: A software used to manage transactions at hotel outlets like restaurants, bars, and shops. POS systems track orders, process payments, and monitor inventory.

Bar.

• Neat: A drink served without ice or mixers, typically a high-quality spirit.
• House Pour: The bar’s default brand of liquor used in standard mixed drinks.
• Mixer: A non-alcoholic beverage used to dilute or flavor a drink, such as soda, juice, or water
• Up: A drink that is chilled but served without ice, often in a martini glass.
• On the Rocks: A drink served over ice, commonly requested for whiskey or cocktails.
• Cocktail Hour (or Happy Hour): A specific time period, usually late afternoon or early evening, when alcoholic beverages are served, often with appetizers.

Kitchen.

The kitchen is the heart of the hotel’s culinary operations, responsible for preparing and delivering delicious meals – and satisfying guest experiences. The kitchen team manages food production, inventory management (for ingredients), and sanitation standards. Some essential jargon includes:

• Brigade System: A hierarchical system in the kitchen that helps ensure smooth operations.
• Sous Chef: The second-in-command in the kitchen, assisting the Executive Chef in overseeing daily kitchen operations and training staff.
• Expediter: The middleman between the kitchen and dining room, who ensures food is prepared and delivered promptly.
• Amuse-Bouche: A complimentary small dish served to guests before their meal.
• Plating: The art of arranging food on a plate to enhance its visual appeal and flavor.
• Sauté: To cook food quickly in a small amount of hot fat.
• Braise: To cook food slowly in liquid over low heat.
• Garnish: To decorate a dish with edible or non-edible items.
• Simmer: To cook food in liquid just below boiling point.
• Par-cooked/Par-boiled: To partially cook food, usually by boiling or steaming, before finishing the cooking process.

Housekeeping.

Housekeeping plays a pivotal role in maintaining the cleanliness and overall appearance of a hotel, ensuring a comfortable and inviting environment for guests.  This department manages room cleaning, linen services, and public area maintenance. A few key terms to know are:

• Turn-Down Service: A specialized evening service to prepare the room for nighttime, often including tasks like drawing curtains, fluffing pillows, and placing a chocolate treat on the bed.
• Deep Cleaning: A thorough cleaning process that involves cleaning areas not typically addressed during daily cleaning, such as carpets, upholstery, ceiling fans, and behind furniture.
• OBC (Occupied but Clean): A room status indicating that a guest is currently occupying the room, but it has been cleaned and serviced for the day.
• OOO (Out of Order): A room status indicating that the room is unavailable for guest use due to maintenance, repairs, or renovations.
• OOS (Out of Service): A room status indicating that the room is temporarily unavailable for guest use due to minor maintenance or cleaning.

Leisure & Spa.

Leisure and spa facilities are a key differentiator in luxury hotels and usually include spa treatments, fitness facilities, and pool operations. This department offers relaxation and wellness services for the guests, enriching their experience while also generating extra revenue for the hotel. Some relevant terms include:

• Fitness Center: A facility equipped with exercise machines, free weights, and fitness classes.
• Treatment Menu: A curated list of spa services, including massages, facials, body wraps, and other treatments.
• Therapist: A licensed professional who performs treatments like massages, facials, and other spa services.
• Aromatherapy: The use of essential oils to promote relaxation, reduce stress, and improve overall well-being.
• Wet Area: A designated area within the spa facility that includes amenities like saunas, steam rooms, and hot tubs.
• Day Pass: A fee-based option for non-hotel guests to access leisure and spa facilities, like the pool, sauna, and steam room, for a day. 

Sales & Marketing.

The sales and marketing department generates the hotel’s revenue by promoting the property, attracting guests, and managing group as well as corporate business. They develop and implement marketing strategies, manage sales channels, and coordinate events and promotions. Important terms to learn are:

• Lead Time: The time between the initial guest contact and the actual booking or arrival/stay date.
• Conversion Rate: The percentage of inquiries or leads that result in actual bookings.
• Upselling: Encouraging guests to purchase additional services or upgrades, such as premium room categories 
• Cross-selling: Promoting complementary products or services to guests, such as dining at the hotel’s restaurant or using the spa facilities.
• Market Segmentation: Categorizing guests based on demographics, behavior, or preferences.
• GDS (Global Distribution Systems ): A network of computer systems that enables travel agents and other intermediaries to book hotel rooms and other travel services.
• RFP (Request for Proposal): A formal document soliciting proposals from vendors or contractors (like event planners, meeting organizers, or travel agencies) for a specific product or service, often used in group sales and event planning.
• FAM Trip (Familiarization Trip): A complimentary trip offered to travel agents, tour operators, or media professionals to build relationships, showcase the hotel’s offerings, and encourage bookings.

Human Resources.

The HR department of the hotel manages employee recruitment, training, development, and overall well-being, ensuring a motivated and skilled workforce. They handle talent hiring, onboarding, performance management, and employee relations. Useful HR jargon includes: 

• Onboarding: The process of welcoming and integrating new employees into the organization.
• Employee Engagement: Strategies to motivate and inspire employees, leading to a positive work environment, increased job satisfaction, and productivity.
• Succession Planning: Identifying and developing high-potential employees to fill future leadership roles within the hotel.
• Employee Benefits: Compensation and perks offered to employees in addition to their regular salary, such as health insurance, retirement plans, paid time off (PTO), and flexible work arrangements.
• Exit Interview: A meeting conducted with an employee leaving the organization to gather feedback.

Finance.

The finance department manages the hotel’s financial operations, ensuring profitability and compliance with regulations. They handle budgeting, accounting, financial reporting, and tax compliance. Some common finance terms are:

• P&L Statement (Profit and Loss): A financial report summarizing revenues, costs, and expenses to provide a clear picture of the hotel’s financial health.
• Budgeting: The process of creating a detailed plan for future income and expenses.
• Forecasting: Predicting future revenues and expenses based on historical data and trends to aid in strategic planning.
• Cost Control: Strategies aimed at reducing unnecessary expenditures while maintaining service quality.
• Internal Audit: A systematic review of the hotel’s financial and operational processes to identify risks and control weaknesses.
• ROI (Return on Investment): A measure of profitability that compares the return on an investment to its cost, critical for evaluating projects or marketing campaigns.

While this guide is certainly not exhaustive (as there are simply too many terms to fit in one article), we hope our overview will help you confidently navigate the language of luxury hospitality!

Try to continuously grow your hospitality vocabulary, which will help improve both your professionalism and efficiency at work. Pay attention to how colleagues use jargon, and don’t hesitate to ask for clarifications. Whenever suitable, practice incorporating new terms into daily conversations and documentation to build your fluency.

Remember, learning is an ongoing process, so keep exploring and expanding your knowledge!

Ready to Take the Next Step?
Are you eager to dive into the exciting world of hospitality? RMC Asia offers a wide range of internship and training programs in top hotels and resorts across Asia. 

Gain hands-on experience, learn from industry experts, and immerse yourself in diverse cultures. Explore our opportunities today and embark on a fulfilling career in hospitality!

Now that you’ve expanded your hospitality vocabulary, learn how to showcase your knowledge with a strong resume! Check out our guide on How to Build a Strong Resume for Hospitality Internships.