Hotel Glossary Terms

A guest who checks out before his or her stated departure date.

The uniformed service department is to provide service to guests from the first second of arrival the hotel. Therefore, these personnel have to acquire special training to impress guests from the first instance. Personnel in this section are Doorman, Porter, Bell-Boy, Page Boy, Elevator Boy, Messenger, Valet Parking, Concierges etc.

To move to better accommodation or room type or class of service. Normally upgrades is done free of cost.

The person who is responsible for repairing the furniture, cushion, carpet, curtains to keep the place in the best condition at all times.

Targeting the affluent segment of society, hotels in the up-market category offer world class products with personalised service of highest standards. The emphasis is on excellence and class. These hotels provide upscale restaurants and lounge, exquisite decor, concierge services, opulent rooms and abundant amenities. 

A sales technique whereby a guest is offered a more expensive room than what he or she reserved or originally requested, and then persuaded to rent the room based on the room's features, benefits, and his or her needs.