Standards size of Bed

‡e‡Wi gvbm¤§Z AvKvi (Standards size of Bed)

wm‡½j †eW-30×75 ev 42×75 BwÂ

Wvej †eW-54×75 BwÂ

wUªcj †eW-30×75 ev 42×75 BwÂ

KzBb mvBR ‡eW- wKs mvBR †eW Gi Zzjbvq 10 †_‡K 25% †QvU

wKs mvBR †eW- KzBb mvBR †eW Gi Zzjbvq 10 †_‡K 25% eo I `zBwU wm‡½j †eW e·

cvkvcvwk †Rvov jvMv‡bv

Successful Negotiation Techniques

Avjvc-Av‡jvPbv wK (What is Negotiation)?

Avjvc-Av‡jvPbv n‡”Q Ggb GKwU wbqg, ‡h wbq‡g hLb †KD Avgv‡`i Pvwn`v wbqš¿Y K‡i I Avgv‡`i Pvwn`vi mš‘wói Rb¨ Avgiv ‡h wbqgwU e¨envi Kwi|

fv‡jv Avjvc-Av‡jvPbvi 3wU gvb`Û (Criteria) i‡q‡Q t

1| m¤¢e n‡j GKwU weP¶Y Pzw³ nvwRi Kiv

2| Avjvc-Av‡jvPbv `¶Zvi mv‡_ n‡Z n‡e

3| GwU m¤úK© DbœwZ Ki‡e ev AZ¨š— †Kvb c‡¶i m¤úK© bó Ki‡e bv|

Avjvc-Av‡jvPbvi cÖKvi‡f` (Types of Negotiation) t

1| m¤ú~Y©Zv `vb Kiv/ weZiY m¤úwK©Z (Integrative/Distributive)

2| Av‡ivnx/Ae‡ivnx/ wgwkªZ (Inductive/Deductive/Mixed)

3| big/ KwVb/bxwZwbô (Soft/Hard/Principled)

4| Avjvc-Av‡jvPbvi A‡hvM¨ Ae¯’v ebvg †e‡Q †bIqvi AwaKvi (Non- Negotiable positions vs. Options)

Avjvc-Av‡jvPbvi ch©vq¸‡jv (Phases of Negotiation) wK wK t

1| cÖ¯‘wZ (Preparation)

2| msw¶ß K_v (Small Talk)

3| wbqg wba©viY Kiv (Defining Rules)

4| Avjvc-Av‡jvPbv ev Pzw³i wjwLZ iƒ~c‡iLv (Negotiating/Bargaining Scenarios)

5| †kl Kiv (Closing)

cÖ¯‘wZi hvPvB ZvwjKv (Preparation Checklist) wK wK t

1| j¶¨e¯‘ mwVK fv‡e wbY©q Kiv

2| mvnvh©¨Kvix welq mwVK fv‡e wbY©q Kiv

3| wcQy nUvi Ae¯’vb mwVK fv‡e wbY©q Kiv

4| HK¨g‡Z Avmvi Rb¨ Av‡jvPbv Pzw³i m‡ev©Ëg weKí (Best Alternative to a Negotiated Agreement) I mb&KURbK mgm¨v (Worst Alternative to a Negotiated Agreement) wPwüZ Kiv

5| Avjvc-Av‡jvPbv wb‡q hvIqvi Avcbvi Ae¯’vb wPwüZ Kiv (Walk Away Position)

6| Avjvc-Av‡jvPbv Pzw³i †Kvb m¤¢vweZ ejq (Zone of Possible Agreement) wU‡K _vK‡e|

Handling guest complaints

‡Mó Gi Awf‡hvM †gvKv‡ejv Kiv (Handling Guest Complaints) t

LwiÏv‡ii Awf‡hvM †gvKv‡ejvi `vwqZ¡ cvjb Kiv Avcbvi Rb¨ g¯— eo my‡hvM| AwZwi³ mvnv‡h¨i Rb¨ GwU GKwU mwZ¨B Aby‡iva| KvD‡K mvnvh¨ Ki‡j H welqwU eÜ n‡q hvq| GwU cÖvqB †QvU ¯^vfvweK m¤ú©wKZ welq| mijfv‡e †g‡b †bIqv ev AwZwi³ †mev mgm¨vi mgvavb| GUv ‡gvo †bq AwZwi³ hZœ, AwZwi³ ‡Lqv‡ji w`‡K| Avcwb G ai‡Yi mgm¨v †gvKv‡ejv K‡i mybvg AR©b Ki‡Z cv‡ib|

Awf‡hvM †gvKv‡ejvq KiYxq (Do’s about complaints handling) t

·        Awf‡hvMwU ïbyb,hw` Zv AvcbviI nq|

·        cÖ‡qvRbxq cÖm½ Lyu‡R †ei Ki“b|

·        mnvbyf~wZkxj †nvb

·         Avcbvi †MvP‡i Avbvi Rb¨ AwZw_‡K ab¨ev` Rvbvb|

·        wK Ki‡eb Zv e¨vL¨v Ki“b

·        ZvovZvwo e¨e¯’v MÖnY I Zv ch©‡e¶Y Ki“b|

Awf‡hvM †gvKv‡ejvq hv Ki‡eb bv (Don’ts about complaints handling) t

·        mgm¨vwU D‡c¶v Ki‡eb bv Ges fve‡eb bv Zv †m‡i †M‡Q|

·        AwZw_‡K D‡c¶v Ki‡eb bv|

·        mgm¨vwU †gvKv‡ejvq fxZ n‡eb bv|

·        fy‡j hv‡eb bv mgm¨vwU mgvav‡b Avcbvi Dci¯’ Kg©KZ©v Av‡Q

·        ‡`ix Ki‡eb bv Ges Zr¶Yvr f~wgKv cvjb Ki“b|

Awf‡hvM †gvKv‡ejv Ki“b mnvbyf~wZ I Av‡eMc~Y©fv‡e (Dealing with feelings and emotions):

·        Awf‡hvMwU Avš—wiKfv‡e wbb, hw`I Avcwb g‡b K‡i _v‡Kb Awf‡hvMwU evwo‡q ejv I †Kvb KviY QvovB|

·         Avcbv‡K kvš— ivLyb|

·        Avcbvi KÚ I e³e¨ Ae¨emvwqKmyjf ivLyb|

·        Awf‡hvMwU e¨w³MZ wb‡eb bv|

·        ‡Kvb ZK© ev cÖwZ DËi w`‡eb bv|

mgm¨v †gvKv‡ejvq (Dealing with the problem) t

·        Awf‡hvMKvix‡K GKvš— †Kv_vI wb‡q hvb

·         Dbv‡K em‡Z w`b

·        Awf‡hvMwU me ‡¶Î †_‡K ïbyb

·        Avcwb eyS‡Z cvi‡Qb Ggb eySv‡Z cv‡ib wKš‘ G e¨vcv‡i Avcbvi gZvgZ Rvbv‡eb bv|

·        ¸i“Z¡c~Y© wel‡qi Z_¨ Uz‡K wbb|

·        mgm¨v mgvav‡b ivRx †nvb|

·        Avcwb hv ej‡Qb, Zv K‡i †`Lv‡Z †Póv Ki“b|

·        mgm¨vwU mgvavb K‡i Awf‡hvMKvix‡K Rvbvb|

·        `ytwLZ ejyb, hLb Gi ejv cÖ‡qvRb|

wjwLZ Awf‡hvM †gvKv‡ejvq KiYxq (Dealing with written complaints) t

·        Awf‡hvMwU Lye ZvovZvwo mgvav‡bi †Póv Ki“b

·        Lye ZvovZvwo cÖwZ DËi w`b Ges wjLyb Dbvi Awf‡hvMwU †c‡q‡Qb Ges Zv Z`š— Ki‡Qb|

·        mgm¨vwU mgvav‡b m¤§Z †nvb

·         Avcbvi †MvP‡i Avbvi Rb¨ AwZw_‡K ab¨ev` Rvbvb|

·        ZvovZvwo e¨e¯’v MÖnb I Zv ch©‡e¶Y Ki“b|

·         ALywk AwZw_‡K wjwLZ Rvbvb

·        mKj cÖKvi wjwLZ wPwVcÎ Av`vbcÖ`vb bw_‡Z msi¶Y Ki“b|

Safety for Fire

Av¸b †_‡K wbivcËv (Safety for Fire)

Avgv‡`i A‡bK evwoN‡i, cÖwZôvb I †nv‡U†j M¨vm I we`y¨r PvwjZ hš¿cvwZ e¨envi Kiv nq| GQvovI eû Av‡M †_‡KB R¡vjvbx Kv‡Vi Av¸b,†K‡ivwm‡bi j¨v¤ú, Pzjv BZ¨vw` e¨envi Kiv n‡”Q| Avevi A‡bK Kv‡R †gvgevwZI e¨envi Kiv n‡”Q| A_P G¸‡jv †_‡K gvby‡li Av¸‡b †cvovi `yN©bv N‡U _v‡K| Avevi eo ai‡Yi Av¸‡b cÖwZôvb, †nv‡Uj I Ab¨vb¨ m¤ú`I aŸsm n‡q _v‡K| G‡Z gvby‡li A½-cÖZ½ †cvov ev g„Zz¨I N‡U| Gi g~j KviY AmveavbZv| Gi Rb¨ Av¸b wbevi‡Y e¨e¯’v MÖnY Ki‡Z 10 wU mnR wbqg g‡b evL‡Z n‡e-

1| AvZsKMÖ¯’ n‡eb bv|

2| wbivc` RvqMvq m‡i hvIqv

3| Gjvg© evRvb Ges dvqvi mvwf©m wefvM‡K †dvb Ki“b

4| Av¸‡bi GjvKv †_‡K Ab¨‡K mvnvh¨ Ki“b

5| †avqv I Av¸‡bi wkLv n‡Z wewìs‡K i¶v Ki‡Z †h i“‡g Av¸b †j‡M‡Q, †m i“gwUi `iRv-Rvbvjv eÜ K‡i w`b|

6| wewìs Gi mKj‡K mZK© K‡i w`b Ges wbivc` GjvKvq cvwj‡q †h‡Z mKj‡K mvnvh©¨ Ki“b|

7| Av¸b wbevi‡Y GwM‡q hvb hw` Avcwb cÖwkw¶Z †nvb| dvqvi dvBwUs e¨envi Ki“b| `iRv -Rvbvjv †Lvjvi cÖ‡qvRb n‡j wbwðZ †nvb †h Av¸b †hb Qwo‡q bv c‡o| hw` `iRv †ekx Mig _v‡K Zvn‡j we‡kl AwfÁ †jv‡Ki Rb¨ A‡c¶v Ki“b|

8| Avcwb hw` Av¸‡bi wbKUeZ©x †nvb Zvn‡j wbwðZ †nvb †h Avcbvi cjvq‡bi c_ †Lvjv Av‡Q|

9| gvby‡li Rxeb evPuv‡Z wec`RbK GjvKvq cybt cÖ‡e‡k wbw`ó SzuwK i‡q‡Q|

10| dvqvi mvwf©‡mi †jvK Avmvi Rb¨ A‡c¶v Ki“b|

ZvQvov Av¸b hw` Avcbvi Kvc‡o jv‡M, Zvn‡j †`Šo w`‡eb bv| †g‡S‡Z ï‡q Mov‡Z _vKzb Ges mvnv‡h¨i Rb¨ Ab¨‡K WvKzb|

Vocabulary related to Housekeeping

nvDRwKwcs m¤úwK©Z kãvejx (Vocabulary related to Housekeeping)

Air-Conditioning- evqy kxZj Kivi hš¿|

Amenity- ‡h me e¯‘ wKsev my‡hvM-myweav Rxeb‡K mnR ev g‡bvig K‡i †Zv‡j

Area- GjvKv

Armchair- nvZjhy³ †Pqvi

Ashtray- QvuB`vbx

Acid- Ag&j

Alkalis- ¶vi

Abrasive- ‡Kvb wKQy N‡l †Zvjvi Rb¨ e¨eüZ KwVb c`v©_

Article- e¯—y

Basement- wfw³, fe‡bi f~-Mf©¯’ Ask

Bath- ‡Mvmj

Broken- fv½v

Bulb- evwZ

Button- ‡evZvg

Beating- evi evi AvNvZ Kiv

Broom- Suvo–

Brush- Zzwj

Bucket- evjwZ

Bleaches- is jNy Kivi Kv‡R e¨üZ KwVb c`v©_

Bed- LvU/weQvbv

Bed Runner- LvU/weQvbvi `xN© e¯¿ LÛ

Bed sheet- weQvbvi Pv`i

Bugs- Qvi‡cvKv

Blanket- K¤^j

Car-parking- Mvox ivLvi ¯’vb

Carpet- MvwjPv

Change- cwie©Zb

Check- cix¶v

Clean- cwi®‹vi

Clothe- Kvco

Cotton Cloth- mywZi Kvco

Comfortable- Avivg`vqK

Complain- Awf‡hvM

Corner- wKbviv

Corridor- wewfbœ Kvgivi g‡a¨ ms‡hvM ¯’vcbKvix c_

Curtain- c`©v

Carpenter- KvVwg¯¿x

Cistern- Rjvavi

Chipped- ‡f‡½ Avmv

Consume- e¨envi K‡i dzwo‡q †djv

Cupboard- nvuwo-cvwZj ivLvi Avjgvwi

Cobweb- gvKokvi Rvj

Cock-tail- wewfbœ g‡`i wgkª‡Y cÖ¯‘Z cvbxqwe‡kl

Chill- VvÛv

Ceiling- N‡ii Qv‡`i wb‡Pi wcV

Dirty- ‡bvsiv

Downstairs- wmuwoi wb‡P

Dressing table- cÖmvab ev mvRvi Rb¨ eo Avqbvhy³ †Uwej

Duvet-cvj‡Ki ˆZix †jc

Dirt- gqjv `ªe¨

Duster- Svob

Dust pan- ayjv-gqjv †g‡S †_‡K †Zvjvi Rb¨ nvZjIqvjv P¨vÞv cvÎ

Dust bin- ayjv-gqjvi cvÎ

Detergent- gqjv cwi®‹viKvix `ªe¨

Departure- P‡j hvIqv

Emergency- Ri“ix

Enclose- mshy³

Exit- evwni

Extra- AwZwi³

Electrician- we`y¨r wg¯¿x

Facilities- myweavw`

Facing- gyL K‡i

Fill-in- cwic~Y© Kiv

Find- ‡LuvRv

Fix- jvMv‡bv

Fixer- h_v¯’v‡b wbe× mvgMÖx

Foyer-AwZw_‡`i e¨env‡ii Rb¨ cÖk¯— Db¥y³ ¯’vb

Furniture- AvmevecÎ

Ground Floor- bx‡Pi Zjv

Guest- AwZw_

Gymnasium- e¨qvgvMvi

Geyser- cvwb Mig Kivi hš¿we‡kl

Glove- `¯—vbv

Handle- nvZj

Hinges- Kâv

Hygienic- ¯^v¯’¨m¤§Z

Hospitable- AwZw_civqb

Housekeeper- M„ni¶K

Horticulturist- D`¨vbwe`

Hanger- n¨v½vi

Heat lamp- Zvc evwZ

Hold- aiv

Immediately- Zvr¶wYK

Indoor- wfZ‡ii

Inside- wfZ‡i

Item- ZvwjKv

Jewellery- AjsKvi

Keep- ivLv

Key- Pvwe

Key card- Pvwei KvW©

Lamp- evwZ

Large- eo

Laundry- ‡aŠZLvbv

Lift- ‡Zvjv

Lock- Zvjv

Lobby- wewfbœ Kvgivi g‡a¨ ms‡hvM¯’j

Luggage- gvjcÎ

Linen- cvU ev k‡bi Kvco

Lawn- Nvm

Lizard-wUKwUwK

Missing- nviv‡bv

Mistake- f~j

Manual- nv‡ZLwo

Moist- m¨vuZ m¨vu‡Z/†fRv †fRv

Menu- ZvwjKv

Narrow- mi“

Noise- ‡kvi‡Mvj

Napkin- Kvc‡oi UzKiv we‡kl

No show room- AwZw_ †nv‡U‡j wb‡R‡K †`Lv‡Z cv‡ibwb

Neat- cwi”Qbœ

Opposite- D‡ëvw`‡K

Our door- evwn‡i

Out of order- is ev †givgZ Kv‡Ri Rb¨ e¨env‡ii A‡hvM¨

Occupancy- ‡fvM`L‡ji mgqmxgv

Premises- Avw½bv

Press- B¯¿x Kiv

Plumber- cvwbi wg¯¿x

Polishing- NlvgvSv

Painter- is wg¯¿x

Pillow- evwjk

Pillow Cases- evwj‡ki Kfvi

Pest-Control- ¶wZKviK cÖvYx/KxUcZ½ wbqš¿Y

Ready- ˆZix Kiv

Rack- ZvK

Rim- evuKv‡bv

Rubbish- AveR©bv

Repair- ‡givgZ Kiv

Replace- cwieZ©b Kiv

Rectangular- AvqZ‡¶ÎKvi

Reserve- msi¶Y Kiv

Right away- Zr¶Yvr

Roof- Qv`

Room- K¶

Restock- cybivq gRy`

Rough- Agm„Y

Sauna- ev®ú øvb

Sew- ‡mjvB Kiv

Shelf- ZvK

Shower- SY©v

Sleep- Nygv‡bv

Soap- mvevb

Stairs- wmuwo

Swimming Pool- mvZuvi KvUvi RjKzÛ

Straight ahead- ‡mvRv mvg‡b

Straight away- G¶zwY

Stair case- wmuwo

Surface- ‡h †Kvb e¯‘i ewn©fvM

Scrubbing- NlvgvSv

Spot- `vM

Soiled-gqjv Kvco

Shaking- SvKv‡bv

Sweeping- SuvU †`Iqv

Stay- _vKv

Strip-Zz‡j †djv

Slipper- Pàj

Survey- mvgwMÖKfv‡e †`Lv

Supply-†hvMvb †`Iqv/†hvMvb

Serviettes- LvIqvi †Uwe‡j e¨env‡ii Rb¨ i“gvj we‡kl

Toilet- ‡kŠPvMvi

Towel- ‡Zvqv‡j

Upstairs- wmuwoi Dc‡ii w`‡K

Utensil- mvRmiÄvg

Up-to-date- ‡KZv`yi¯—

Valuable- g~j¨evb

Vacant room- Lvwj K¶

Ventilate- Aev‡a evqy PjvPj Ki‡Z †`Iqv

Valet- ‡cvkvK-cwi”Q` †`kv‡kvbvi KvR Kiv

Wet- Av`ª©/†fRv

Vacuum cleaner- hš¿we‡kl, hv aywj-evwj ï‡l †bq

Wardrobe- RvgvKvco ivLvi Avjgvwi Window- Rvbvjv

Wall Clock- ‡`Iqvj Nwo

Washing- ‡aŠZ

Wipe- ‡gvQv

Abbreviations and Hotel Terminology

‡nv‡U‡j e¨eüZ msw¶ß cwifvlv (Abbreviations and Hotel Terminology)

I.D.NO.       Identification Number - mbv³KiY bv¤^vi|   

G.M.          General Manager- gnv- e¨e¯’vcK

R.M.          Resident Manager- AvevwmK e¨e¯’vcK

O.M.          Operation Manager- e¨e¯’vcbv e¨e¯’vcK

RDM.         Room division Manager- AvevwmK e¨e¯’vcK

F&B.          Food & Beverage Deparment- Gd GÛ we wefvM

F.O.           Front Office Department- d«›U Awdm wefvM|

HK.            Housekeeping Department- nvDRwKwcs wefvM|

EHK.                   Executive Housekeeper- wbev©nx nvDRwKcvi|

C/O.           Check out room- ‡Mó P‡j †M‡Q Ggb i“g

C/N.            Check in room- ‡Mó i“‡g cÖ‡ek K‡i‡Q Ggb i“g|

O.               Occupied room- ‡Mó i“‡g Av‡Q Ggb i“g|

OOO          Out of order- is ev †givgZ Kv‡Ri Rb¨ e¨env‡ii A‡hvM¨

V.               Vacant room- Lvjx i“g|

R.               Repair- †givgZ Kiv|

L                 Luggage- Bed unused- gvjcÎ Av‡Q wKš‘ weQvbv e¨envi Kiv nq bvB

N                Occupied- No Luggage- i“‡g AwZw_ Av‡Q wKš‘ gvjcÎ bvB

O.K.           Ready room- wewµi Rb¨ ˆZix i“g|

DND.                   Do Not Disturb- ‡Mó‡K wei³ Kiv hv‡e bv|

S/O.            Slept out room- AwZw_ i“‡gi g‡a¨ Nygvbwb

OD.            Occupied Dirty Room- i“‡g †Mó Av‡Q wKš‘ Acwi®‹vi i“g

NNS.          No need service- mvwf©‡mi `iKvi †bB|

NT              Night- ivZ

EB.             Extra Bed- AwZwi³ †eW|

HU.            House Use - †nv‡Uj Kg©Pvix e¨envi K‡i‡Q|

DU.             Day Use- ïaygvÎ w`‡b i“‡g †Mó wQj|

VIP.           Very Important Person- LyeB ¸i“Z¡c~Y© e¨w³|

MIP.          Most Important Person- Ab¨vb¨ †_‡K ¸i“Z¡c~Y© e¨w³|

CIP.            Commercially Important Person- evwYwR¨Kfv‡e ¸i“Z¡c~Y© e¨w³|    

ED.             Expected Departure-AvkvZxZ cÖ¯’vb

EA.             Expected Arrival- AvkvZxZ AvMgb

T.B.C                   To Be Confirmed – cwieZ©‡bi m¤¢vebv bvB ev Avkv Kiv hvq

COMP.       Complimentary room- ‡mŠRb¨ekZ cÖ`Ë

FULL COMP.     Fully Complimentarys- m¤ú~Y© ‡mŠRb¨ekZ cÖ`Ë