UPMSP Vocational Tourism & Hospitality flashcards

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

Tourist vs excursionist

A tourist is a temporary visitor staying at least one night; an excursionist stays under 24 hours and uses no accommodation. Both count as visitors in tourism statistics.

Carrying capacity

The maximum number of visitors a destination can absorb without unacceptable environmental, social or infrastructure damage. Exceeding it produces overtourism, congestion and resident hostility.

Hotel star classification

A grading from one to five stars based on facilities, service standards, room size and amenities. Higher stars require more services, staff and physical infrastructure.

Domestic vs international tourism

Domestic tourism involves travel by residents within their own country; international tourism involves crossing a national border. Domestic tourism is usually larger in volume and less seasonal in India.

International Date Line

A line near 180 degrees longitude where the calendar date changes. Crossing westward you lose a day; crossing eastward you gain a day.

IST offset

Indian Standard Time is UTC plus 5 hours 30 minutes. It is based on 82.5 degrees east longitude, which passes through Mirzapur in Uttar Pradesh.

Push and pull factors

Push factors are forces at home that motivate travel, such as stress or bad weather. Pull factors are destination attributes such as attractions, accessibility and amenities.

Five A's of destination

Accessibility, attractions, accommodation, amenities and activities. These are the standard criteria for assessing whether a destination can attract and satisfy tourists.

UNESCO World Heritage Site

A place of outstanding universal value inscribed by UNESCO. Indian examples include the Taj Mahal, Ajanta and Ellora Caves, Khajuraho, Hampi and Kaziranga National Park.

Travel agency vs tour operator

A travel agency sells on behalf of principals and earns commission. A tour operator assembles its own packages, sets prices and carries the operating risk.

PNR

Passenger Name Record: a booking file holding passenger names, flight segments, dates, fare and contact details. It is the reference used to retrieve and change a reservation.

IATA accreditation

Certification allowing an agency to issue tickets for member airlines and settle through the Billing and Settlement Plan. Non-IATA agencies usually book through consolidators.

Open jaw ticket

An air ticket where the surface segment between two points is not flown, for example flying into one city and out of another. It saves backtracking on a tour route.

RevPAR

Revenue per available room, calculated as room revenue divided by rooms available, or as ADR multiplied by occupancy percentage. It combines both price and occupancy performance.

Room status OOO

Out of order: a room blocked for maintenance and not sellable. It is excluded from the available room count, unlike out of service which is temporarily blocked but sellable.

Night audit

An overnight process that balances all guest and city ledger postings, verifies room rates, rolls the business date and produces the daily revenue report.

Guaranteed reservation

A booking secured by credit card, advance deposit, travel agent voucher or corporate guarantee. The hotel holds the room and may charge a no-show fee.

ADR

Average Daily Rate, calculated as total room revenue divided by the number of rooms sold. It measures the average price actually achieved per occupied room.

Linen par stock

The minimum linen inventory kept per room, normally three sets: one in use, one in laundry and one on the shelf. Four sets is common where laundry is on site.

Hospital corner

A neat 45-degree fold used to tuck the bottom sheet securely under the mattress at the head and foot. It gives a tight, wrinkle-free bed finish.

Lost and found procedure

Log the item with date, place found and finder's name, store valuables in the safe, and retain unclaimed items as per hotel policy, commonly three to six months.

Color-coded cleaning cloths

Cloths colored by area to prevent cross-contamination: red for toilets, yellow for bathroom surfaces, blue for general surfaces and green for food areas.

Silver service

Food is served from a dish onto the guest's plate using a service spoon and fork, from the guest's left. Plates are placed and cleared from the right.

Mise en place

French term meaning everything in place: all ingredients, equipment and table items prepared before service begins. It reduces delay and error during service.

Gueridon service

French style where food is finished, carved or flambeed at a trolley beside the table. It requires skilled staff, special equipment and tableside showmanship.

Banquet cover

One cover equals one guest served at a banquet. Covers determine food quantity, staffing, table layout and the per-plate billing rate.

Five mother sauces

Bechamel, veloute, espagnole, tomato and hollandaise. They are base sauces from which many derivative sauces are made by adding ingredients.

Temperature danger zone

The range from 5 to 60 degrees Celsius where bacteria multiply fastest. Keep hot food above 60 and cold food below 5 degrees Celsius.

Julienne cut

A vegetable cut into sticks about 3 mm by 3 mm by 5 cm. It is used for garnishes and quick-cooking preparations such as stir-fries.

HACCP

Hazard Analysis and Critical Control Points: a food safety system that identifies hazards, sets critical limits, monitors them and records corrective actions.

Active listening

Fully concentrating on the speaker, paraphrasing to confirm understanding and asking clarifying questions. It reduces guest complaints caused by misunderstanding.

SERVQUAL dimensions

Reliability, assurance, tangibles, empathy and responsiveness. Reliability, meaning doing what was promised, is usually rated most important by guests.

Break-even point

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

Tourism marketing 7 Ps

Product, price, place, promotion, people, process and physical evidence. The last three are added for services because staff and setting shape guest experience.

SWOT analysis

A planning tool listing internal strengths and weaknesses and external opportunities and threats. It helps a tourism venture choose a viable strategy before investing.

Udyam registration

The Indian online registration for micro, small and medium enterprises. It gives access to government schemes, subsidies, easier loans and delayed payment protection.

Front office practical checklist

Welcome the guest, verify the reservation, complete the registration card, explain rate and facilities, assign the room, hand over the key and bid farewell.

Knock and announce

Housekeeping entry rule: knock firmly, announce your department, wait, then enter slowly. It protects guest privacy and avoids embarrassing intrusion.

Practical record book

A dated log of every practical session with recipe or procedure, ingredients, observations and teacher signature. It is a graded internal assessment component.

Fire extinguisher types

Water for wood and paper, foam for flammable liquids, carbon dioxide for electrical fires and dry powder for general use. Never use water on electrical fires.