BGCSE Hospitality & Tourism (1254) key terms

The temporary movement of people away from their usual place of residence for leisure, business or other purposes, and the industries that serve them.

A person who travels outside their normal environment for at least one night and less than a year, for leisure, business or other non-remunerative purposes.

The friendly and generous reception and care of guests, and the commercial industry providing accommodation, food, drink and related services to travellers.

A visitor who travels to a place and returns home the same day, staying less than twenty-four hours and not using overnight accommodation.

Visits to a country by people who are not residents of that country, bringing foreign spending into the local economy.

Travel by residents of one country to destinations in other countries, representing money leaving the home economy.

Travel by residents within their own country, without crossing an international border, often important for sustaining local businesses in low seasons.

The number of times money spent by a visitor is re-spent within the local economy as businesses and workers pay others, creating further income.

Money from tourism that leaves the host destination, for example through imported goods, foreign-owned profits or overseas tour operators, reducing local benefit.

A business that links travel suppliers with customers, such as a travel agent, tour operator or online booking platform, earning commission or markup.

A company that combines transport, accommodation and activities into packaged holidays and sells them, usually through agents or directly to the public.

A single-priced trip combining at least two travel elements, such as flights and hotel, sold as one product with shared terms and consumer protection.

A detailed day-by-day plan of a trip showing dates, transport, accommodation and activities, given to travellers and used by guides to manage timing.

A percentage of a sale paid to the person or business that arranged it, commonly earned by travel agents from suppliers such as hotels and airlines.

The amount added to a supplier's cost to set a selling price, giving the reseller a profit margin on the product they sell.

A trained person who accompanies visitors and explains the history, culture and features of places they visit, managing safety and group timing.

The percentage of available rooms in an accommodation property that are sold over a given period, a key measure of commercial performance.

Total room revenue divided by the number of rooms sold, showing the average price actually achieved per occupied room night.

Room revenue divided by total available rooms, combining price and occupancy into one measure of how well a property sells its capacity.

The department handling reservations, check-in, check-out, guest enquiries and billing, acting as the main point of contact between guest and property.

The department responsible for cleaning, maintaining and preparing guest rooms and public areas, plus managing linen, supplies and lost property.

The cost of food ingredients divided by food sales revenue, expressed as a percentage and used to control kitchen spending and menu pricing.

Serving a standard measured amount of each food item so that costs stay predictable, quality is consistent and waste is reduced.

Hazard Analysis Critical Control Point: a food safety system that identifies biological, chemical and physical hazards and sets controls at critical steps to prevent them.

The temperature range of roughly 5 to 60 degrees Celsius in which bacteria multiply rapidly, so food should not be held there for long.

The transfer of harmful bacteria from raw food, hands, surfaces or equipment to ready-to-eat food, often preventable by separate boards and handwashing.

A system of using older stock before newer stock, commonly first in first out, so that products are sold before they spoil.

The stages a guest passes through with a property: pre-arrival, arrival, stay and departure, each with its own service and record-keeping needs.

The action taken to fix a service failure and restore guest satisfaction, such as apologising, correcting the problem and offering fair compensation.

The structured process of listening to a guest's complaint, investigating it, resolving it promptly and recording it so the problem is not repeated.

Comments, ratings and reviews given by guests about their experience, used to measure satisfaction and improve service quality.

Tourism that meets present visitor and host needs while protecting the environment, culture and economy for future generations.

The maximum number of visitors a site can absorb without unacceptable damage to the environment, the local community or the quality of the visitor experience.

Responsible travel to natural areas that conserves the environment, supports local people and includes interpretation and education for visitors.

The traditions, language, crafts, music, buildings and sites inherited from earlier generations that give a destination its identity and attract visitors.

Techniques used to control visitor numbers, movement and behaviour at a site, such as timed entry, zoning, signage and guided routes.

Dividing potential customers into groups sharing similar needs or characteristics, so that products and promotion can be aimed effectively at each group.

The specific group of customers a business decides to serve and direct its products, pricing and promotion towards.

The combination of product, price, place and promotion, often extended with people, process and physical evidence, used to meet customer needs profitably.

The method a business uses to set prices, such as cost-plus, competitor-based or seasonal pricing, to attract customers and earn a profit.

The predictable rise and fall in demand across the year caused by weather, holidays or events, requiring flexible staffing and pricing.

A person who spots an opportunity, takes on financial risk and organises resources to start and run a business, often creating local jobs.

A written document describing a venture's concept, market, operations, finances and risks, used to guide the owner and attract finance.

The level of sales at which total revenue equals total costs, so the business makes neither profit nor loss.

A careful examination of a workplace or activity to identify hazards, judge how likely and serious harm is, and decide on controls.

Any source of potential harm, such as a wet floor, faulty wiring, sharp knife or unlabelled chemical, that could injure people or damage property.

Clothing and equipment worn to reduce injury risk, such as gloves, aprons, non-slip shoes and hairnets, supplied and maintained by the employer.

Sickness caused by eating contaminated food or drink, with symptoms such as vomiting, diarrhoea and fever, often prevented by safe handling.

A documented procedure showing escape routes, assembly points, alarm signals and staff duties so that people can leave a building safely.

The duty to keep guest and business information private, sharing it only with people who genuinely need it to do their job.

Behaving in a competent, honest and respectful way at work, including good timekeeping, suitable dress, reliability and following workplace standards.

The transferable abilities employers look for, such as communication, teamwork, problem solving, numeracy, digital skills and a positive attitude.

A short written summary of a person's education, qualifications, work experience and skills, sent to employers when applying for a job.