Cyprus Pancyprian413 Quality and Management of Hospitality Businesses, Technical Schools Theoretical Direction key terms

Planned arrangements that provide confidence that requirements will be met through suitable processes, responsibilities, evidence and checks within the stated scope.

Activities that monitor or assess performance against defined requirements and support a response when an output or process fails them.

Designing and maintaining a process so a defined failure is less likely, rather than relying solely on finding defects afterward.

Repeated evidence-informed changes to processes and results, with evaluation of their effects instead of an assumption that every change is beneficial.

A step at which control is essential to prevent, eliminate or reduce a significant food-safety hazard to an acceptable level.

Obtaining evidence that a control measure or combination of measures is capable of controlling the intended hazard under relevant conditions.

Activities additional to routine monitoring that assess whether the planned food-safety system is implemented and operating as intended.

Basic conditions and activities supporting a hygienic operating environment, such as suitable cleaning, maintenance, water and prevention of cross-contamination.

A gap between the competence a task requires and the performance currently demonstrated, identified through evidence rather than attendance assumptions.

Giving employees defined authority, support and accountability to act within their responsibilities, rather than requiring unlimited promises or unbounded discretion.

An appropriate response to a service failure that addresses the guest's experience, follows through on action and informs prevention of recurrence.

Communication of relevant status, unresolved actions, responsibility and follow-up needs between people or shifts, with appropriate protection of information.

A difference between the people or answers captured by a feedback method and the wider group the business wants to understand.

A structured comparison of selected performance or practices with a relevant reference, while considering differences in definitions and operating context.

A defined starting measure used for comparison when evaluating a later change, with its period, population and method clearly described.

The number of defined complaints divided by a relevant defined exposure, such as completed stays, for the stated measurement period.

The proportion of a defined group that completes a specified action, calculated using a clearly stated numerator, denominator and period.

A credible account of the distinctive value offered to a selected guest group relative to alternatives, supported by actual delivery.

Recurring variation in demand across periods, influenced by factors such as weather, holidays and events, with consequences for capacity and employment.

A relationship through which tourism activity supports other businesses, workers or communities, such as a hotel's purchases from local suppliers.