M.

SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,

S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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FRONT OFFICE I MPORTANT VIVA QUESTIONS
1. Arrival:
When guest registers into the hotel as a resident.
2. Air-Conditioning:
Climatizer to make a room cool.
3. Banquets:
Function rooms where Weddings, Conferences, exhibitions, etc are held.
4. Breakfast Knob cards:
Cards hung on the knob of the door to pre-order breakfast at nights so that
the orders reach on time.
5. Crib:
Cot for babies.
6. Cabanas:
Rooms situated near the swimming pool.
7. Caster Wheels:
Wheels under equipment, trolleys, etc. to make them mobile.
8. Departure:
When a guest settles his bill of stay and checks out.
9. Departure room:
Room vacated by a guest checking out.
10. Do Not Disturb Card:
(DND)The card hung outside the room to inform staffs and visitors that
occupant does not want to be disturbed.
11. Disposal Bags:
Non-Soil bags for discarding used sanitary napkins.
12. Disinfectant:
Any agent that de-contaminates.
13. Elevator:
Lifts in the hotel for guest and service.
14. Fan Coil Unit:
Individual air-conditioning unit in rooms.
M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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15. Gate Pass:
An authorization to take any guest or hotel property out of the hotel.
16. Guest Stationary:
Letter, Paper, Envelopes and Writing implements.
17. Guest House Rules:
Special rules of the hotel set by the management for the guests.
18. Guest Comment Form:
Questionnaire requesting guest opinion about hotel services. This form goes
directly to G.M.
19. Horticulture:
Science of gardens and flowers.
20. Lobby:
Area provided at reception as common meeting point for all guests.
21. Laundry:
Place where linen and uniforms are washed. Dry cleaned and pressed.
22. Occupancy:
Number of rooms occupied in the hotel.
23. Shoe mitts:
Flannel cloth for cleaning shoes.
24. Service Directory:
Book-let in which service offered by hotels are listed along with telephone
numbers.
25. Shower Caps:
Plastic caps in the bathrooms for ladies who dont wish to wet their hair when
bathing.
26. Soap Suds:
Detergents provided in guest bathrooms for guests who wash their own
garments.
27. Tent Cards:
Publicity cards placed as tents.

M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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28. Upholstery:
Textiles used for furniture dcor.
29. Vents:
Openings for ventilation.
30. Vacuum cleaner:
Apparatus that cleans floors, carpets and furniture by suction or blowing
action.
31. Valet Runner:
Person from laundry who fetches and returns laundry to the guests.
32. Basic weaves:
Plain weave, twill weave, Satin weave.
33. Types of looms:
Plain loom, dobby loom and jacquard loom.
34. Types of Dyes used:
Cotton Fabrics:
i. Vegetable dyes, coal tar dyes, mineral dyes.
ii. Sources like iron, chromium, copper or tin.
Silk Fabrics:
Vegetable and acid dyes.
J ute Fabrics:
Vegetable dyes, coal tar dyes, dyes from mineral sources like iron,
chromium, copper or tin.
Synthetic Fabrics:
Acid and mordant dyes.
35. Types of printed fabrics:
a) Block printed b) Screen printed c) Roller printed
36. Count:
Thickness and thinness of Yarns.
37. Ply Yarns:
In order to get stronger yarns they are doubled or tripled.

M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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38. Methods of making a cloth:
a) Weaving b Knitting c) Braiding d) Melting of loose fibres.
39. Classification of Fires:
Class A, Class B and Class C
40. Class A:
Fires occurring in ordinary dry combustible materials like wood, textiles,
rubbishes. In these fires the quenching and cooling effect of quantities of water or
solutions containing a high percentage of water is of first importance.
41. Class B:
Fires in inflammable liquids such as oils, grease, etc. In these Fibers a
blanketing effect is essential.
42. Class C:
Fires in an electrical equipment, where the use of non-conductive agents are
required for extinguishing them.
43. Normal Laundry service:
Laundry collected before 10am will be returned on the same day after 6pm at
no additional charge. Sundays and holidays normal service on 25% extra
charges.
44. Urgent laundry service:
Laundry received after 10 am till 1 pm delivered on the same day will be
charged 50% extra.
45. Express laundry service:
Laundry given between 8am and 6pm to be returned within 3 hours will be
charged double.
46. Process of laundry:
Sorting, marking, washing, dry cleaning, hydro extraction/tumble drying
& ironing.

47. Types of presses:
Hot head press, steam press, shirt press, hand press.
48. Hot head press:
M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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Where two hot and flat surfaces press the garments.
49. Steam press:
Same principle as the hot head press except the surfaces have perforations
through which steam passes.
50. Hand Press:
Common domestic press used for light garments and linen.
51. Shirt press:
Special press to give gents their proper contours creases specially sleeves,
shoulders and collars.
52. What is used in laundering:
Water, soap and detergents, synthetic, detergents and alkalis.
53. Hardness of water is divided into:
a)Temporary hardness (Bicarbonates of calcium and magnesium) which can
be removed by boiling (Changed into carbonates).
b) Permanent hardness (sulphates of calcium and magnesium) which can be
removed by a chemical treatment known as water softening.
54. pH value of water:
Ph value of water is 7.
55. Washing process:
Wetting out, soil removal, soil suspension and removal of soil from
machine.
56. Budget:
A budget is a statement of intended expenditure for a given period.
57. Types of budget:
Capital budget and operational budget.
58. Capital budget:
Intended expenditure on assets that have a longer life and are thus more
expensive e.g. vacuum cleaner, carpets, furniture, curtains, linen , etc.
59. Operational budget:
Intended expenditure on items of daily or short-term consumption, e.g., guest
supplies , salaries, wages, etc.
M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

6
60. Lost and found:
It refers to those articles mistakenly left or lost by a guest in the hotel.
61. Types of carpets:
Woolen, cotton, synthetic and silk carpets.
62. Methods of cleaning carpets:
a) Electric method e.g. vacuum cleaner
b) Manual method e.g. Carpet brush, boxer.
63. Expand
O : Occupied
V : Vacant
DND : Do Not Disturb
L : Luggage in room but bed unused.
UR : Under repair .
N : Occupied but no luggage.
SB: Scanty (few) Baggage.
OOO : Out Of Order.
DL : Double Lock.
NC : Not cleared though departure has taken place.
64. Stocktaking:
The physical verification by counting of stocks of all items in the cycle at
periodic intervals.
65. Par Stock:
It means that minimum linen and uniforms required in meeting the daily
demands so as to ensure smooth operations.
66. Records kept in floor linen:
a) Spring cleaning record,
b) Floor log book,
c) Guest supplies control register,
d) Linen control and
e) Weekly stores list file.

M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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67. Spotting:
Process of removing stain is called spotting.
68. Liquid Cleaning Agents:
E.g. ammonia, methylated spirits, paraffin, turpentine.
69. Washing soda:
It is used as water softener, emulsifying grease on drain pipes, gutters or
stone softener.
70. Abrasives:
E.g. silver, sand, steel wool, glass paper, emery powder, emery paper,
pumice powder, whiting, nylon scourers.
71. Types of polishes:
Liquid polishes pastes and creams.
72. Spirit based polishes:
Used for metal mirrors and windowpanes.
73. Oil based polishes:
Used for stained, wax polished or painted wood panes, linoleum and synthetic
flooring with oil or resinous base, leathers and leather substitute.
74. Water based polishes:
Used on sealed floors. Thermoplastic floors and rubber flooring.
75. Single Room:
Meant for single occupancy. This room provides one normal sized bed.
76. Double room:
Meant for double occupancy. This room provides one large bed meant for
two.
77. Twin room:
Meant for double occupancy. This room provides two single beds.
78. Studio room:
Meant for single or double occupancy. It has one normal bed and a sofa-
cum-bed which acts as a sofa during day and can be pulled into a bed for night.
79. Single suite:
M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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Meant for single occupancy. A suite is 2 rooms one furnished with
drawing-cum-dining facilities and other as a bed room with normal bed.
80. Double suite:
It is same as single suite in concept, except that the bedroom has a large
double bed or 2 normal sized beds to facilitate double occupancy.
81. Cabana:
Rooms attached to the poolside changing or resting. The room has one sofa
cum bed.
82. Duplex suite:
Room built on 2 floors with an interconnecting staircase. Such suites normally
have 2 bed rooms.
83. Triple room:
Provided mostly for families. It has twin beds with an extra cot.
84. Dust:
It consists of loose particles that may be moved around by air currents, an
equipment and articles and later settle on any surface.
85. Dirt:
Dirt is dust or other material which adheres to surfaces by moisture or grease
and which may be removed by washing, moping, scrubbing or shampooing.
86. Grandmaster key:
a) Opens all doors and in addition double locks them.
b) It is used when access to a room has to be provided.
87. Master Key:
Opens all rooms in the house.
88. Sub master key:
a) Opens all rooms in a maids section.
b) It is attached to a belt round the maids waist and should never leave
her person.
89. Individual room key:A guest is given a key with room number and the name of
the hotel on the tag.

M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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90. Fire fighting equipments:
i) Buckets of water
ii) Buckets of sand.
Iii) House reels, and
iv) Extinguishers:
a) Soda acid (water) ------red----used for wood, paper fabrics.
b) Powder------blue--------used for flammable liquids, gases.
c) Foam---cream---used for flammable liquids, oils, fats etc.
d) BCF (HALON) -----green-----used for electrical and
flammable liquids.
e) Carbon dioxide-----black-----green----used for electrical
and flammable liquids.
v) Fire blankets:
Used for smoothering fire.
91. Manual equipments:
a) Brooms
b) Brushes
c) Mops:Wet mops, dry mops, polish applicator mops, squeezes.
d) Cloths:Dusters and mitts-collection of a dust.
92. Rags:
Applying polish.
93. Wet Cloths:
Absorbent.
94. Swabs:
Used for wet works above the floor, i.e., washing paints, baths, wash
basins, etc.
95. Floor Cloths:
Cotton cloths used for wc, pedestals and floor.


M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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96. Chamois leather:
Skin of chamois goats. Used for cleaning windows, mirrors and for
polishing silver.
97. Dust Sheets:
Used for covering furniture, stored articles.
98. Druggets:
They are used to protect the floor during bad weather and during
redecoration.
99. Bucket Cloth:
Used to protect the carpet or flooring when a fire place is being cleared.
100. Containers:
i) Buckets (pails),
ii) Polish applicator trays,
iii) Spray bottles,
iv) Dustbins
v) Dust pans,
vi) Sanibins and
vii) Trolleys
101. Mechanical equipments:
i) Vacuum cleaner or suction cleaner,
ii) Scrubbing/polishing machine and
iii) Hot water extraction machine.

102. Types of stain removal agents:
Organic solvents, acids, alkalis, bleaches and enzymes.

103. Organic solvent:
Benzene(R4),Acetone(R5),Amyl acetate (R8),Methylated(R6),
spirit(R9),Carbon tetra chloride(R7)

104. Acids(R1):
M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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Oxalic acid, potassium acid oxalate.

105. Alkalis (R2):
Soda and borax.

106. Bleaches (R3):
Oxidizing:
Sodiumhypochlorite, hydrogen peroxide, sodium perborate.
Reducing:
Sodium hydrosulphite (R8).
107. Removal of stains:
a) Ball point ink: Methylated spirit or carbon tetra chloride.
b) Blood: Soak in cool or warm detergent solution.
c) Dyes: Bleach
d) Grass: Eucalyptus oil or glycerin followed with spirit or
washing.
e) Ink (Red): often not removable except when fresh. But some may
respond to washing or sodium hydrosulphite.
f) Iron mould: Rust remover, oxalic acid, potassium acid oxalate
(salts of lemon), sodium hydrosulphate or rustasol.
g) Nail varnish: amyl acetate, acetone.
h) Lipstick: Carbon tetra chloride and/or sodium hydrosulphite.
i) Mildew: Hot weak potassium permanganate solution followed by
a weak acid of hydrogen peroxide
j) Paint (oil): White spirit or proprietary paint remover followed
by a solvent.
k) Paint (Cellulose): amyl acetate, acetone or a commercial
cellulose thinner.
l) Paint (Emulsion): wash immediately, as once dried it is almost
irremovable.
M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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m) Protein stains: (e.g. egg, meat) perspiration-protein digesting
enzyme contained in biological detergents or a powdered pepsin.
n) Tar: carbon tetra chloride or white spirit, scrapping first.
o) Vegetable stain: (e.g. tea, coffee, etc) alkali or bleach (not c
chlorine bleaches on animal fibres.
p) Vomit: scrape, soak and wash. If not washable sponge with
warm water containing a few drops of ammonia. Blot dry.

108. Stain removal from upholstery and carpets:
a) Candle grease: Scrape with hot iron and absorbent
powder. Follow if necessary with a grease solvent.
b) Ink: Mop up as quickly as possible to prevent spreading.
Wash with warm water and synthetic detergent or use a
weak acid and rinse.
c) Mud: Leave to dry and brush off.
d) Shoe polish: Scrape off if possible and then apply a grease
solvent.
e) Urine: sponge with salt water followed by a weak solution
of ammonia and rinse well and squirt from a soda water
siphon.

109. Stain removal from polished wood:
a) Ink: mop up as quickly as possible. Rub with a fine dry
steel wool or glass paper, or dab with hot solution of weak
acid and rinse. In both cases color and polish will be
removed. So rub with linseed oil and shoe polish to darken
and later apply polish and buff well.
b)Spills, slight heat, burn marks: Rub with rug moistened with
a drop or 2 of liquid metal polish or methylated spirit and then
re polish or rub with very fine abrasive, e,g. cigarette ash or
very fine steel wool and re polish.
M.SRI DHAR, ASST PROFESSOR, DEPT OF CATERI NG SCI ENCE,
S.N.R SONS COLLEGE, COI MBATORE. Mob: 9791969991

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110. Types of mattresses:
Interior spring, rubber, deeper rubber and plastic mattresses.

111. Types of extra beds:
Zed-beds, Sofa beds, foldaway beds.

112. Standard size of a bed:
a) Single :
100 x 200 cm (3 ft 3 3/8in x 6 ft6 in)
85 x 190 cm (2 ft 9 1/2in x 6 ft 3 in)
b) Double:
150 x 200 cm (4 ft 11 in x 6 ft 6 in)
135 x 190cm (4 ft 5 in x 6 ft 3 in)








Prepared and Distributed by:

Mr.M.Sridhar
Asst Professor
Department of Catering Science and Hotel Management
S.N.R Sons College, Coimbatore
Mob: 9791969991