Maharashtra HSC NSQF Tourism and Hospitality flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

Excursionist

A visitor who travels outside the usual environment for less than 24 hours without an overnight stay. Unlike a tourist, an excursionist does not use paid accommodation at the destination.

Tourism multiplier

The total economic effect generated per unit of direct tourism spending, combining direct, indirect and induced effects. It shows how visitor spending circulates through an economy.

Perishability of services

A service cannot be stored for later sale. An unsold hotel room or airline seat on a given night or flight is lost revenue forever, so advance booking and pricing manage demand.

5 A's of a destination

Attractions, Accessibility, Amenities, Accommodation and Ancillary services. A destination needs all five to be marketable; a missing element weakens its appeal to visitors.

Carrying capacity

The maximum number of visitors a site can absorb without unacceptable damage to its environment, culture or visitor experience. Exceeding it degrades the attraction and the visitor experience.

Destination lifecycle

Butler's model of destination evolution through exploration, involvement, development, consolidation, stagnation, then decline or rejuvenation. Planning aims to delay stagnation and encourage rejuvenation.

Eco-tourism

Responsible travel to natural areas that conserves the environment and sustains local well-being. It combines nature-based attraction with education, low impact and community benefit.

Tour operator

A business that assembles transport, accommodation, meals and sightseeing into packages and sells them, bearing commercial risk. Unlike an agency, it owns the product.

IATA accreditation

Authorisation allowing a travel agency to issue airline tickets on behalf of member airlines and settle through the Billing and Settlement Plan. It requires financial guarantees and trained staff.

Passenger Name Record

The booking record in an airline reservation system holding passenger name, itinerary, fare and contact details. Errors in name or dates can void the ticket and cause denied boarding.

FIT versus GIT

FIT means free independent traveller, booked individually at higher per-person cost. GIT means group inclusive tour, priced lower because fixed costs spread across many travellers.

RevPAR

Revenue per available room, calculated as room revenue divided by rooms available. It equals occupancy percentage multiplied by average daily rate and combines both pricing and volume.

Average daily rate

ADR is total room revenue divided by the number of rooms sold. It measures the average price achieved per occupied room and is used with occupancy to judge performance.

Form C

A police registration form completed for foreign guests at Indian hotels, recording passport and visa details. It must be submitted to the local police as required by regulations.

Night audit

An overnight front office process that reconciles the day's transactions, posts room charges, verifies no-shows and produces the manager's report before the business date changes.

Out of order room

A room withdrawn from sale because of maintenance or damage. Unlike a vacant dirty room, an out-of-order room cannot be assigned to guests until repaired and released.

Par stock

The minimum quantity of linen, uniforms or supplies kept to keep operations running between laundry or supply cycles. It is set by usage rate and replacement lead time.

Hospital corner

A bed-making technique in which the sheet is tucked under the mattress at a neat 45-degree angle. It gives a tight, tidy finish and is a standard inspection point.

Lost and found procedure

The housekeeping process of logging a found item, storing it securely, recording guest details and returning it against identification. Valuables are handed to security or duty manager.

Cover

One guest served in a food and beverage outlet. Cover forecasts drive mise-en-place, purchasing quantities, staffing levels and table allocation for a service period.

Silver service

A formal service style in which food is carried on a platter and served onto the guest's plate from the left using service spoon and fork. It is labour-intensive and used in fine dining.

Cook-chill method

A production system where cooked food is rapidly blast-chilled to 0 to 3 degrees Celsius, stored, then reheated to 74 degrees Celsius before service. It extends shelf life safely.

Mother sauces

The five base sauces in classical cuisine: béchamel from milk, velouté from white stock, espagnole from brown stock, hollandaise from butter and egg yolk, and tomato.

Food cost percentage

Food cost divided by selling price, multiplied by 100. It measures the proportion of menu price consumed by ingredient cost and guides menu pricing decisions.

Service quality gap

The difference between what a guest expects and what is actually delivered. Reliability, responsiveness, assurance, empathy and tangibles are the dimensions used to assess it.

Active listening

Giving full attention to a speaker, paraphrasing to confirm meaning and asking clarifying questions. In hospitality it prevents complaints caused by misunderstanding and shows genuine care.

Complaint handling sequence

Listen without interruption, apologise sincerely, empathise, resolve within authority or escalate, then follow up. Never argue with a guest in public; record the complaint for analysis.

HACCP

Hazard Analysis and Critical Control Points, a seven-principle food safety system covering hazard analysis, control points, limits, monitoring, corrective action, verification and record keeping.

Temperature danger zone

The range from 5 to 60 degrees Celsius in which bacteria multiply rapidly. Hot food is held at 60 degrees or above, cold food at 5 degrees or below, and reheating reaches 74 degrees.

Cross-contamination

Transfer of harmful microorganisms from raw food, hands, equipment or surfaces to ready-to-eat food. Separate chopping boards and handwashing before food handling prevent it.

Break-even point

The sales level at which total revenue equals total cost and profit is zero. In units it equals fixed costs divided by selling price minus variable cost per unit.

FSSAI licence

A mandatory Indian food safety registration or licence for food businesses, issued under the Food Safety and Standards Act. It is required before operating a food service or production unit.