BGCSE Hospitality & Tourism (1254) flashcards
BGCSE Hospitality & Tourism (1254) · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Hospitality
- The provision of accommodation, food and beverage, and guest services to people away from home, with the aim of making them feel welcome and comfortable.
- Tourism
- The temporary movement of people to places outside their usual environment for leisure, business or other purposes, involving a stay of under one year.
- Excursionist
- A same-day visitor who travels to a destination and returns without staying overnight, so is counted as a visitor but not as a tourist.
- Multiplier effect
- The number of times tourist spending is re-spent within a local economy as businesses and employees buy goods and services from other local suppliers.
- Tour operator
- A business that assembles transport, accommodation and activities into a package and sells it, usually at an inclusive price, taking the commercial risk.
- Travel agent
- An intermediary that sells travel products on behalf of suppliers such as airlines and hotels, earning commission or fees rather than carrying the product risk.
- Global distribution system
- A computer network, such as Amadeus or Sabre, that links travel agents and websites to live airline, hotel and car-rental inventory for booking.
- Visa
- An endorsement or document granting a traveller permission to enter a country for a stated purpose and period, subject to border officials' final approval.
- Occupancy percentage
- Rooms sold divided by rooms available, multiplied by 100; it measures how much of a hotel's room inventory is being sold over a period.
- RevPAR
- Revenue per available room, calculated as rooms revenue divided by rooms available, or equivalently average daily rate multiplied by occupancy percentage.
- Out of order room
- A room that cannot be sold because of maintenance or damage; it is removed from available inventory, unlike an out of service room.
- Food-cost percentage
- The cost of food sold divided by food sales, multiplied by 100; it shows what share of revenue is consumed by ingredient cost.
- Standard recipe
- A written formula listing exact ingredients, quantities and method for a dish, giving a consistent yield and portion count for costing and quality control.
- Service recovery
- The process of resolving a guest complaint quickly and fairly, apologising, fixing the problem and following up, to restore satisfaction and loyalty.
- Moment of truth
- Any point where a guest interacts with staff, facilities or systems and forms an impression of the business, from booking to departure.
- Service gap
- The difference between what a guest expects and what is actually delivered; it widens when promises exceed capability or staff lack training.
- Internal customer
- A colleague or department that relies on another department's work, such as front desk relying on housekeeping to deliver clean rooms on time.
- Carrying capacity
- The maximum number of visitors a site can absorb before environmental damage, crowding or loss of host-community tolerance makes tourism unacceptable.
- Ecotourism
- Nature-based travel that conserves the environment, sustains local well-being and includes interpretation and learning for visitors, usually in small groups.
- Economic leakage
- Money from tourist spending that leaves the host economy through imported goods, foreign-owned profits or overseas bookings instead of circulating locally.
- Community-based tourism
- Tourism owned or governed by local residents, who take part in decisions and keep a larger share of the income generated by visitors.
- Seven Ps
- The services marketing mix: product, price, place, promotion, people, process and physical evidence, used to plan how a service is offered.
- Market segmentation
- Dividing potential visitors into groups sharing characteristics such as age, income, origin, interests or purpose, so that marketing can be targeted effectively.
- Unique selling point
- The single benefit that makes a business or destination different from and better than its competitors in the eyes of the target customer.
- Break-even point
- The sales volume at which total revenue equals total cost, found by dividing fixed costs by the difference between unit price and unit variable cost.
- Temperature danger zone
- The range of roughly 5 to 63 degrees Celsius in which bacteria multiply fastest, so high-risk food should pass through it quickly.
- Cross-contamination
- The transfer of harmful bacteria from raw food, hands, surfaces or equipment to ready-to-eat food, prevented by colour-coded boards and hand washing.
- HACCP
- A food safety system with seven principles that identifies hazards, sets critical control points and limits, monitors them, corrects problems and keeps records.
- Incident report
- A written record of an accident or security event noting time, place, people involved, witnesses and action taken, used for follow-up and legal protection.
- Curriculum vitae
- A short document listing a job applicant's contact details, profile, education, work experience with dates, skills and referees, used to secure an interview.
- Employability skills
- The transferable abilities employers look for, including communication, teamwork, problem solving, numeracy, punctuality, presentation and willingness to learn.
- Professional etiquette
- The accepted workplace behaviour of a role, such as punctuality, correct grooming, polite language, teamwork and keeping guest information confidential.