Cyprus Pancyprian413 Quality and Management of Hospitality Businesses, Technical Schools Theoretical Direction flashcards
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20 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Quality assurance
- Planned arrangements that provide confidence that requirements will be met through suitable processes, responsibilities, evidence and checks within the stated scope.
- Quality control
- Activities that monitor or assess performance against defined requirements and support a response when an output or process fails them.
- Prevention
- Designing and maintaining a process so a defined failure is less likely, rather than relying solely on finding defects afterward.
- Continuous improvement
- Repeated evidence-informed changes to processes and results, with evaluation of their effects instead of an assumption that every change is beneficial.
- Critical control point
- A step at which control is essential to prevent, eliminate or reduce a significant food-safety hazard to an acceptable level.
- Validation
- Obtaining evidence that a control measure or combination of measures is capable of controlling the intended hazard under relevant conditions.
- Verification
- Activities additional to routine monitoring that assess whether the planned food-safety system is implemented and operating as intended.
- Prerequisite programme
- Basic conditions and activities supporting a hygienic operating environment, such as suitable cleaning, maintenance, water and prevention of cross-contamination.
- Training need
- A gap between the competence a task requires and the performance currently demonstrated, identified through evidence rather than attendance assumptions.
- Empowerment
- Giving employees defined authority, support and accountability to act within their responsibilities, rather than requiring unlimited promises or unbounded discretion.
- Service recovery
- An appropriate response to a service failure that addresses the guest's experience, follows through on action and informs prevention of recurrence.
- Handover
- Communication of relevant status, unresolved actions, responsibility and follow-up needs between people or shifts, with appropriate protection of information.
- Response bias
- A difference between the people or answers captured by a feedback method and the wider group the business wants to understand.
- Benchmarking
- A structured comparison of selected performance or practices with a relevant reference, while considering differences in definitions and operating context.
- Baseline
- A defined starting measure used for comparison when evaluating a later change, with its period, population and method clearly described.
- Complaint rate
- The number of defined complaints divided by a relevant defined exposure, such as completed stays, for the stated measurement period.
- Conversion rate
- The proportion of a defined group that completes a specified action, calculated using a clearly stated numerator, denominator and period.
- Positioning
- A credible account of the distinctive value offered to a selected guest group relative to alternatives, supported by actual delivery.
- Seasonality
- Recurring variation in demand across periods, influenced by factors such as weather, holidays and events, with consequences for capacity and employment.
- Tourism linkage
- A relationship through which tourism activity supports other businesses, workers or communities, such as a hotel's purchases from local suppliers.