HSC Tourism, Travel and Events (VET) flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

Duty of care

The legal obligation of an employer or business to take all reasonably practicable steps to protect the health and safety of workers and others affected by the business.

Risk control hierarchy

The ranked order of risk controls: eliminate the hazard, substitute it, isolate it, use engineering controls, then administrative controls, with personal protective equipment last.

Notifiable incident

A workplace death, serious injury or illness, or dangerous incident that must be reported to the WHS regulator immediately by phone and in writing shortly after.

Temperature danger zone

The temperature range of 5 to 60 degrees Celsius in which food-borne bacteria multiply fastest; high-risk food must be kept outside this range.

Service recovery

The process of responding to a service failure by acknowledging, apologising, resolving, and following up, aiming to restore customer satisfaction and loyalty.

Net Promoter Score

A loyalty metric calculated as the percentage of promoters (scores 9-10) minus the percentage of detractors (scores 0-6), excluding passives.

SERVQUAL dimensions

A service quality model measuring reliability, assurance, tangibles, empathy, and responsiveness, with reliability usually rated most important by customers.

Visitor journey

The stages a visitor moves through: pre-visit research and booking, on-site arrival, experience and departure, and post-visit feedback and loyalty.

Itinerary buffer time

Extra time built between scheduled activities to absorb delays from transfers, queues, traffic, or late departures, commonly 15 to 25 percent of transit time.

IATA airport code

A three-letter code identifying a specific airport, such as SYD for Sydney, which can differ from the broader city code used in reservations.

Inbound tourism

Tourism involving visitors travelling into a destination country from overseas, as distinct from outbound tourism by residents leaving their own country.

Seasonality

The predictable variation in demand across peak, shoulder, and low seasons, affecting prices, availability, staffing, and contingency planning for tourism operators.

Run sheet

An event production schedule listing each activity with start time, duration, responsible person, location, and dependencies, used to coordinate delivery on the day.

Critical path

The longest sequence of dependent tasks in an event plan; any delay to a task on this path delays the entire event.

Risk register

A document recording each identified hazard with its likelihood, consequence, control measures, responsible owner, and review date for ongoing monitoring.

Crowd capacity calculation

A method of determining maximum attendance by dividing available floor area in square metres by the required space per person for that event type.

Active listening

A communication technique involving paraphrasing, asking clarifying questions, and confirming understanding before responding or taking action.

Communication model

A model describing sender, encoding, channel, noise, receiver, decoding, and feedback, where noise is any factor distorting the message.

STAR method

An interview response technique describing the Situation, Task, Action, and Result, with emphasis on actions the candidate personally took.

Triple bottom line

A sustainability framework evaluating economic, social, and environmental outcomes together rather than measuring financial performance alone.

Leave No Trace

An outdoor ethics framework: plan ahead, dispose of waste properly, leave what you find, and respect wildlife and other visitors.

Misleading conduct

Behaviour in trade or commerce that is misleading or deceptive, or likely to mislead, prohibited under Australian consumer law and applying to quotes and promotions.

Gross margin

Gross profit divided by revenue, expressed as a percentage, showing the proportion of sales retained after deducting the cost of goods sold.

Break-even point

The sales volume at which total revenue equals total costs, calculated as fixed costs divided by the contribution margin per unit.

Budget variance

The difference between actual and budgeted figures; a variance is favourable or unfavourable depending on whether it increases or reduces profit.

GST extraction

To remove the 10 percent Australian GST from an inclusive price, divide the inclusive amount by 11 to obtain the GST component.

Global Distribution System

A computer reservation network such as Amadeus or Sabre that travel agents use to book airline seats, hotel rooms, and car hire in real time.

Property management system

Software used by accommodation providers to manage room inventory, rates, reservations, guest records, and housekeeping status.

PCI DSS

The Payment Card Industry Data Security Standard, which sets rules for storing and transmitting cardholder data and prohibits retaining the card security code.

Conversion rate

The number of completed bookings divided by the number of website visits, expressed as a percentage and used to measure digital marketing effectiveness.

Employability skills

Transferable capabilities valued by employers, including communication, teamwork, problem solving, initiative, planning, self-management, learning, and technology use.

Tourism sectors

The main industry groupings: accommodation, attractions, transport, tours and activities, events, tourism marketing, and visitor information services.