Staff of a Hotel

Hotelier

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an owner of the hotel

General Manager

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controls the work of a hotel

House Manager

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is responsible for Personnel, Sales, Resident, purchasing, accounts & restaurant department

Resident Manager

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controls Front-of-House operation and Housekeeping, and their cooperation

Front Office Manager

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supervises Front-of-House operations, work together with Head Receptionist

Head Receptionist

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is the assistant of the Front-Office Manager. He / she looks after the reception area had has a good deal of contact with both staff & guests. Together with Front Office Manager is concerned with guests’ comfort and security and gets involved in training and staff development

Head Housekeeper

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supervises Housekeeping operations

Housekeeper

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is submitted to Head Housekeeper, gives orders to the chambermaids cleaners and porters

Concierge

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provides for guests’ needs and special requests, is responsible for the safe delivery of mail and packages, makes theatre booking, organizes tours, travel arrangements

Night porter

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is on duty at nights

Bell person

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a staff consisting of porters, door keepers

Front Office porters

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carry luggage from the car to the receptionists

Porters / bell hops

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carry luggage from the receptionists to the room

Cleaners

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clean the premises

Chambermaids

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clean the guests’ rooms, make beds, make sure that everything looks right

Receptionist

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welcomes guests, fills in guests, gives room keys, does some services, takes some orders

Personnel Director (Officer)

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hires new employees, conducts interviews, generally looks after the staff

Executive Housekeeper

исполнительный директор

Advance Reservation Clerk

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makes reservations by phone of fax

Banqueting manager

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organizes different parties

page boy

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a boy for petty errands

Conference coordinator

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is responsible for organizing conferences

Cashier

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prepares guests’ bills

Enquiry clerk

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gives information at the enquiry desk or by phone

Carpenter

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repairs wooden things

Plumber

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repairs water-pipes, tanks, etc. in buildings

bed night

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accommodation of a person in a hotel for a night. It is a unit for accounting the duration of tourists’ stay at a hotel and hotel loading

blocked rooms

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rooms in the hotel, reserved for the arrival of a big group of tourists

booking confirmation /

confirmed reservation

capacity

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a number of rooms in a hotel

capacity controlled

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a limited number of rooms in a hotel

check in time

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the start of living in a hotel

check out time

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the end of staying at the hotel usually 12 o’clock. The tourist must free a room or pay for another day

day rate

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the rate used when someone rent a room for several hours during a day

deposit

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a part of payment necessary for the confirmation of the reservation

deposit reservation

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a reservation of a room with a payment one night in advance

double occupancy

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a price for one person who is going to stay at a double room

extend a stay

stop sale

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to stop the checking in because of the full loading of the hotel

vacant and ready

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a room in a hotel ready for an accommodation

walk in

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a guest in a hotel who came without a reservation

walked

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a situation when tourists have a reservation, but their rooms are occupied. In this case hotel has to pay for their living in the other hotel

process guests

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complete all necessary transactions necessary for the guests to stay

room rack

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board containing cards showing the details of the room in the hotel

take sb’s contact details

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write down sb’s name, address, telephone number, etc.