LCA Hotel Catering and Tourism flashcards
LCA Hotel Catering and Tourism · 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.
- RevPAR
- Revenue per available room, calculated as total room revenue divided by rooms available. It also equals ADR multiplied by occupancy percentage and captures both price and volume in one metric.
- Out of order vs out of service
- Out of order means a room cannot be sold and earns no revenue while under maintenance. Out of service is temporarily restricted but still counted among available rooms for occupancy calculations.
- Night audit
- The overnight process that posts room and tax to guest folios, verifies balances, reconciles departmental revenue, rolls the business date forward, and converts unarrived reservations to no-show status.
- Walking a guest
- Relocating an arriving guest with a confirmed reservation to another property when the hotel is oversold. The hotel pays for comparable lodging, transport, and communication, then records the incident.
- Rate fence
- A restriction attached to a lower rate, such as advance purchase, minimum stay, or non-refundable terms, that prevents higher-paying guests from buying the cheaper rate.
- Linen par
- The total linen inventory a property must hold to keep rooms supplied. A common standard is three sets per room plus roughly ten to fifteen percent safety stock.
- Quat sanitizer concentration
- Quaternary ammonium sanitizer is typically mixed to 200–400 parts per million. Concentration is confirmed with test strips because visual inspection cannot verify correct dilution.
- Color-coded cleaning cloths
- A system assigning different cloth colors to different zones, such as bathrooms, guest surfaces, and food areas, so a cloth used in a contaminated area is never applied elsewhere.
- Deep-clean rotation
- A scheduled cycle for tasks outside daily room cleaning, including mattress flipping, carpet extraction, shower-head descaling, drape laundering, and ventilation cleaning.
- Lost and found log
- A record of recovered guest property capturing date, room, finder, and item description. Items are held for a defined period, commonly ninety days, before disposal or donation.
- American service
- A plating style where food is portioned and plated in the kitchen and carried to the guest. It is the most common restaurant style and is served and cleared from the guest's right.
- French service
- A formal style where food is presented on a platter and plated at the guest's table from a guéridon or side stand, requiring skilled servers and more time per cover.
- Cover
- One guest served in a food and beverage operation. Covers are counted to calculate check average, revenue per seat, and labor productivity for a service period.
- Check average
- Total food and beverage revenue divided by the number of covers in a period. It measures how much each guest spends and is lifted by pairing and dessert suggestions.
- Wine service sequence
- Present the label to the host, open at the table, pour a small taste for approval, then serve guests clockwise, women first, finishing with the host, and leave the bottle on the table.
- Mise en place
- French for everything in its place. All ingredients are measured, cut, and arranged and tools are ready before service, which controls timing and reduces errors during a rush.
- Five mother sauces
- Béchamel, velouté, espagnole, hollandaise, and tomato. Each is a base from which derivative sauces are made by adding stock, cream, wine, or aromatics.
- Maillard reaction
- Browning of proteins and sugars on a food surface under dry heat, typically starting around 140–165 °C. It produces flavor and color and is distinct from sugar caramelization.
- Yield percentage
- Edible portion weight divided by as-purchased weight, expressed as a percent. It converts a recipe's edible requirement into the quantity that must be ordered and costed.
- Temperature danger zone
- The range from 5 °C to 57 °C (41–135 °F) in which bacteria multiply fastest. Potentially hazardous food should spend minimal time in this range during holding and cooling.
- Global distribution system
- A computerized network such as Amadeus, Sabre, or Travelport that lets travel agents and corporate bookers search and reserve airline seats, hotel rooms, and car rentals.
- Free independent traveler
- A guest who travels without a group and books components separately or as a flexible package. FIT demand is less predictable and more rate-sensitive than group series business.
- Charter versus scheduled service
- A charter contracts an entire aircraft for a group on a specific date. Scheduled service operates on a published timetable and sells individual seats to the public.
- Overtourism
- The condition where visitor numbers in a destination exceed the capacity of infrastructure, environment, and residents to absorb them, often measured by visitor-to-resident ratios.
- Service recovery
- The process of responding to a service failure: listen, acknowledge, apologize, resolve or offer options, follow up, and record the case so patterns can be corrected.
- Moments of truth
- Every point where a guest interacts with staff or systems. The arrival and departure experiences are remembered most strongly and shape the guest's overall impression.
- Service empowerment
- A policy granting front-line staff authority to resolve guest problems up to a set value without manager approval, which speeds recovery and improves satisfaction.
- Recovery paradox
- The finding that guests whose complaint is resolved effectively often report equal or higher loyalty than guests who experienced no problem at all.
- HACCP
- A food safety system with seven principles: hazard analysis, critical control points, critical limits, monitoring, corrective action, verification, and record keeping.
- Four-hour rule
- Potentially hazardous food that has accumulated four hours in the temperature danger zone must be discarded, because reheating or chilling cannot undo bacterial growth.
- RACE fire response
- Rescue anyone in danger, Alarm the fire service, Contain the fire by closing doors, and Evacuate. Extinguishing is attempted only by trained staff facing a small fire.
- FIFO stock rotation
- First in, first out: new deliveries are stored behind existing stock and every item is date-labeled on receipt and on opening so older product is used first.