Glossary

Hospitality glossary

The words you will hear on your first shifts in hotels, restaurants, cafés, bars and kitchens, explained in plain English. Each term links to the free guide where it is covered in more detail.

0–9

10-5 rule: At about 3 metres (10 feet), make eye contact and smile. At about 1.5 metres (5 feet), greet the guest out loud.; Professional guest greeting and handover · Hotel front office
86 (86'd): Sold out or unavailable. Tell the host and other servers straight away.; Menu knowledge and allergen questions · Restaurant service

A

Active listening: Give the guest your full attention, don't interrupt, and repeat the key details back to show you have understood.; Guest Communication · Hotel front office
Allergen information: Records of the main allergens in each dish (for example the 14 declared in the EU and UK; other countries have their own lists). Use them or ask the kitchen.; Menu knowledge and allergen questions · Restaurant service
Allergy versus preference: A preference is a choice; an allergy can make someone seriously ill. Treat every mention of an allergy as serious.; Menu and allergen questions · Restaurant service
Arrival, stayover and due out: An arrival checks in today, a stayover stays at least one more night, and a due out is expected to leave today.; Hotel terminology used on shift · Hotel front office
Auctioning: Asking 'Who had the fish?' is called auctioning; use the ticket's seat numbers instead.; Carrying and serving safely · Restaurant service

B

Backflushing: You fit a blind basket, add machine cleaner and run the pump in short bursts. Follow the maker's instructions, as some machines cannot be backflushed.; Cleaning and machine care · Coffee & bar
Basic knife cuts (dice, julienne): Common cuts are slices, dice (small cubes), julienne (thin matchsticks) and fine chopping. Names and sizes vary, so ask for an example.; Basic preparation techniques · Kitchen
Blanching and refreshing: This means cooking vegetables briefly in boiling water, then plunging them into iced water to stop the cooking and keep their colour.; Basic preparation techniques · Kitchen
Building in the glass: Drinks like a spirit and mixer or iced tea are built in the glass: ice, measured ingredients, then the top-up.; Core drinks and preparation steps · Coffee & bar
Burning the ice: Use a clean scoop, never hands or a glass. If glass breaks near ice, melt it all away, known as burning the ice.; Hygiene at the counter · Coffee & bar

C

Cash float: The fixed amount of cash you start with for giving change. At the end of the shift, you count it and match the cash taken to the PMS.; Payments and Documentation · Hotel front office
Channelling: Spread the coffee evenly before tamping. Gaps or clumps let water rush through weak spots, called channelling.; Grinding, dosing and tamping · Coffee & bar
Check-back: A quick return about two minutes, or two bites, after food arrives, to confirm everything is right.; The service sequence, step by step · Restaurant service
Claw grip: Curl the fingertips of your guiding hand under and rest your knuckles against the blade, so it cannot reach your fingertips.; Safe knife handling · Kitchen
Colour-coded cloths: Separate colours for toilets, sinks and bedroom surfaces prevent cross-contamination, the spread of germs from dirty to clean areas. Colours vary by hotel.; Cleaning products and safe use · Housekeeping
Contact time (dwell time): Also called dwell time, this is how long a disinfectant must stay wet to kill germs. Wiping it off at once mostly moves dirt around.; Cleaning products and safe use · Housekeeping
Corrective action: If a reading is out of range, tell the chef, follow the procedure and record what was done.; Food safety and temperature basics · Kitchen
Covers: One cover is one guest, so a table of four is four covers.; The service sequence, step by step · Restaurant service
Cross-contact: This is when an allergen gets into food through shared boards, fryer oil, gloves or hands. Cooking does not make it safe.; Allergen awareness · Kitchen
Cross-contamination: Bacteria spread from raw to ready-to-eat food through hands, boards, knives, cloths or drips.; Food safety and temperature basics · Kitchen

D

Dialling in: You pull test shots and adjust the grind until the espresso tastes right. Repeat it daily, because coffee changes.; Setting up the espresso machine · Coffee & bar
Dirty-to-clean flow: Food moves one way: delivery, storage, prep, cooking, then the pass. Dirty dishes and waste return by a separate route where possible.; Back-of-house layout and roles · Kitchen
Do not disturb (DND): A DND sign or light means you must not knock or enter. If it stays on past your hotel's set time, tell your supervisor.; Guest privacy and room access rules · Housekeeping
Duty manager: The manager in charge of the whole hotel out of hours. Call them when a problem crosses departments or goes beyond your authority.; Hotel departments and how they work together · Hotel front office
Duty of care: Offer water and food, slow the pace and help guests get home safely. Never serve someone visibly drunk.; Responsible beverage service · Coffee & bar

E

Express check-out: The guest drops off the key cards and receives the bill by email, paid from the card on file.; Guest Check-Out · Hotel front office

F

First in, first out (FIFO): Use older stock first, a method called first in, first out (FIFO), so nothing gets damaged or out of date.; Trolley set-up and stock control · Housekeeping
Food safety hazards: Food can be contaminated by bacteria, chemicals, physical objects such as hair or glass, and allergens.; Food safety and temperature control · Kitchen
Food safety temperatures: Common guidance is chilled at or below 5 °C, frozen at −18 °C or colder and hot-held at 63 °C or above. Some countries allow chilled food up to 8 °C, so follow local rules.; Food safety and temperature basics · Kitchen

G

Guaranteed booking and no-show: A guaranteed booking is secured by card or deposit, so the room is held for a late arrival. A no-show neither arrives nor cancels and may be charged.; Reservations Basics · Hotel front office
Guest folio: The list of every charge: room nights, taxes, restaurant, bar and minibar. Guests should review it before paying.; Guest Check-Out · Hotel front office

H

Heard: Reply 'heard' or 'yes, chef' so the kitchen knows you have understood the call.; Working with the kitchen team · Restaurant service
High-touch points: Taps, flush buttons, door handles, switches and the toilet seat are touched by every guest, so disinfect them every time.; Bathroom hygiene standards · Housekeeping
Hold and fire: 'Hold' means the kitchen waits; 'fire' means start cooking that course now.; Timing courses with the kitchen · Restaurant service

I

In-house list: A PMS printout of every occupied room and its guests. Managers use it to check who may still be inside.; Emergency Procedures · Hotel front office
Internal customers: Colleagues depend on you just as guests do. An accurate departure list or allergy note serves the guest through them.; Hotel departments and how they work together · Hotel front office

J

Jigger: Use a jigger for spirits and syrups. Standard measures vary by country and venue, such as 25 ml, 30 ml or 1.5 oz.; Core drinks and preparation steps · Coffee & bar

K

Key control: Your master key stays on your body. Anyone asking you to open a room is sent to reception to prove who they are.; Guest privacy and room access rules · Housekeeping
Kitchen roles (chef de partie, commis): Chefs de partie run sections, a commis chef is a junior cook learning on one, and the kitchen porter keeps pots, equipment and floors clean.; Back-of-house layout and roles · Kitchen
Kitchen sections: Larger kitchens have sections such as larder (cold food), pastry, grill and sauce; small kitchens combine them.; Back-of-house layout and roles · Kitchen

L

Late check-out: Keeping the room past the normal time, sometimes for a fee. Check upcoming arrivals and ask housekeeping before you agree.; Guest Check-Out · Hotel front office
Lay-up: The set layout of cutlery, glasses, napkins and condiments, identical on every table.; Table resetting and closing duties · Restaurant service
Lost property log: Each item is recorded with the date, time, location, description and finder, and given a reference number.; Lost property and guest belongings · Housekeeping

M

Milk stretching: Keep the tip just below the surface so it draws in air with a soft tearing sound. Use more air for a cappuccino, less for a latte.; Steaming and texturing milk · Coffee & bar
Milk texturing: Lower the tip slightly so the milk spins like a whirlpool, folding the air into smooth, shiny foam.; Steaming and texturing milk · Coffee & bar
Mise en place: French for 'everything in its place': preparing your area and equipment before service starts.; Front-of-house service flow · Restaurant service
Mitred corners: Also called hospital corners, these are sheet corners folded at a neat angle and tucked in firmly, so the sheet stays tight all night.; Bed making and linen handling · Housekeeping
Modifiers: Changes to a dish, like a cooking preference or sauce on the side.; Taking orders accurately · Restaurant service

N

Night audit: Late at night, the night auditor checks the day's charges and moves the PMS on to the next date.; Introduction to Hotel Operations · Hotel front office

O

Occupancy: The share of rooms sold on a given night. A room left empty tonight can never be sold again.; Introduction to Hotel Operations · Hotel front office
Out of order (OOO): An OOO room cannot be sold, for example because it has no hot water. Only a supervisor or manager changes this status.; Reporting damage and maintenance · Housekeeping
Over-extracted espresso: A shot that runs too slowly tastes bitter and harsh. Grind a little coarser.; Pulling a balanced espresso · Coffee & bar

P

Par level: The set amount of each item to have ready for a shift. Restock to par, not until it looks full.; Bar and coffee counter set-up · Coffee & bar
Portion control: Scales, ladles and scoops keep servings equal. If the spec says 150 g of salmon, every piece should weigh 150 g.; Preparation and portioning basics · Kitchen
Pre-authorisation: A temporary hold on the guest's card for the room and extras. The money is only taken when the bill is settled.; Guest Check-In · Hotel front office
Pre-shift briefing: Where specials, recipe changes and 86'd dishes are shared, so note anything new.; Menu knowledge and allergen questions · Restaurant service

R

Rack rate: The hotel's standard, undiscounted room price. Many guests pay other rates, such as advance or package rates, with their own conditions.; Reservations Basics · Hotel front office
Read-back: Repeat key points in order: 'Two coffees, one with oat milk, and a sandwich without butter.' The guest can correct you instantly.; Listening and confirming requests · Customer service & basics
Recipe spec: A spec sheet lists exact quantities, method and often a photo. Follow it every time.; Preparation and portioning basics · Kitchen
Registration card: A paper or digital record of the guest's name, dates, room, rate and signature, showing they accept the booking terms.; Guest Check-In · Hotel front office
Room standard: A checklist, often with photos, of how the bed, amenities and furniture should look. Supervisors inspect rooms against it.; Room cleaning sequence and standards · Housekeeping
Room status codes (VC, VD, OC, OD): Common codes are VC (vacant clean), VD (vacant dirty), OC (occupied clean) and OD (occupied dirty).; Hotel terminology used on shift · Hotel front office

S

Safety data sheet (SDS): Each chemical's SDS explains its hazards, the PPE needed and first aid. Know where they are kept.; Safety, chemicals and manual handling · Housekeeping
Seat numbers: Number seats clockwise from a fixed point, so anyone can serve without asking who ordered what.; Taking orders accurately · Restaurant service
Section: The tables you are responsible for this shift. If you step away, ask a colleague to watch them.; The service sequence, step by step · Restaurant service
Service charge and tips: A service charge is added by the venue; a tip is extra the guest chooses to give. Learn your venue's policy.; Handling the bill and payments · Restaurant service
Service recovery: The actions that fix the problem and restore trust, such as a room move, a repair or a gesture your hotel approves.; Handling Complaints · Hotel front office
Sidework: Jobs like polishing cutlery, folding napkins and refilling condiments, usually from a list for your section.; Table resetting and closing duties · Restaurant service
Signs of intoxication: Watch for slurred speech, stumbling, glassy eyes, spilled drinks or aggression. Several signs together mean no more alcohol.; Responsible beverage service · Coffee & bar
Spec (drink specification): A spec lists the glass, ingredients, amounts, method and garnish. Follow it rather than your own version.; Core drinks and preparation steps · Coffee & bar
Split bill: Paying separately: equally, by item or by set amounts. Ask how before printing.; Handling the bill and payments · Restaurant service
Stayover service: A stayover is an occupied room whose guest stays another night. You tidy, replace used towels and restock.; Housekeeping department and daily routine · Housekeeping

T

Table turns: Know how long guests usually stay and how long a reset takes, so you know when tables free up.; Greeting, seating and table management · Restaurant service
Turndown service: An evening visit to fold back the bedcover, close the curtains, dim the lights and refresh used towels.; Bed making and linen handling · Housekeeping
Two-stage clean: Cleaning removes dirt and grease; sanitising kills the bacteria left behind. Many kitchens call this a two-stage clean.; Cleaning schedules and chemicals · Kitchen

U

Under-extracted espresso: A shot that runs too fast tastes sour and thin. Grind a little finer.; Pulling a balanced espresso · Coffee & bar
Use-by and best-before: Use-by is about safety, so never use food after it. Best-before is about quality, so follow your kitchen's policy.; Storage, labelling and rotation · Kitchen

V

Void and refund: A void cancels an item before payment; a refund returns money afterwards. Both usually need a manager.; Handling payments and the bill · Restaurant service

W

Waste log: Record each item binned, the amount and why, such as out of date or dropped. Be honest, or the log is useless.; Waste reduction and closing checks · Kitchen
Work order: A written or digital repair request stating the room, the exact fault and its urgency, so it is tracked until fixed.; Reporting damage and maintenance · Housekeeping

Y

Yield: Yield is what remains after peeling, trimming or cooking. A whole fish gives less usable food than its bought weight.; Preparation and portioning basics · Kitchen

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