Hong Kong Diploma of Secondary Education Tourism and Hospitality Studies 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 qualifying visitor who does not stay overnight in the place visited; the distinction depends on overnight status rather than a universal twenty-four-hour minimum.

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.

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.

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.