WBCHSE HS Vocational Tourism & Hospitality key terms

The temporary movement of people away from their usual place of residence for leisure, business, pilgrimage or other purposes, and the activities and services that support that stay.

The commercial sector that provides accommodation, food, drink and related guest services to travellers and local customers, covering hotels, restaurants, catering and allied businesses.

A person who travels within their own country, outside their usual environment, for less than a specified period, without earning income at the place visited.

A visitor arriving from another country into the destination country, whose spending counts as an export earning for the host economy.

A resident of one country who travels to another country as a visitor, generating outward tourism flows and spending abroad.

A place with attractions, amenities, access and accommodation that draws visitors and holds them for a stay, such as a hill station, beach resort or heritage city.

The combined bundle of attractions, transport, accommodation, food and services that a visitor buys and experiences as one trip rather than as separate items.

The predictable rise and fall of tourist demand across the year, driven by weather, festivals, holidays and school calendars, which affects staffing and pricing decisions.

A cultural or natural place officially listed for outstanding universal value under the World Heritage Convention, which often becomes a major attraction and conservation responsibility.

Travel motivated by experiencing historic buildings, monuments, museums, crafts and living traditions, which requires balancing visitor access with protection of the resource.

The maximum number of visitors a site can absorb without unacceptable damage to its environment, infrastructure or host community experience.

Tourism planned to meet present visitor and host needs while protecting environmental, cultural and economic resources for future generations.

Responsible travel to relatively undisturbed natural areas that conserves the environment and sustains the wellbeing of local people.

A business that sells travel products on behalf of principals such as airlines, hotels and tour operators, earning commission or service fees for arranging bookings.

A company that assembles transport, accommodation, sightseeing and other elements into packaged tours and sells them, usually taking commercial risk on the package.

A day-by-day plan listing the places, timings, transport, meals and activities included in a journey, given to travellers and used to control operations.

A pre-arranged combination of two or more travel services sold at an inclusive price, covering elements such as transport, stay and sightseeing.

The percentage of a sale value paid by a principal to the agent who made the booking, such as an airline paying a travel agency for a ticket sold.

A computer reservation network that travel agents use to check availability, fares and book seats or rooms across many airlines, hotels and car rental firms.

The hotel department handling reservations, registration, room assignment, guest enquiries, cashiering and check-out, forming the guest's main point of contact.

A form completed at arrival recording the guest's identity, address, stay dates and payment method, which also serves as a legal record of the guest.

A manual or electronic display showing each room's status and occupancy, used by front office staff to assign rooms and track availability.

The departure procedure in which the guest settles the bill, returns the key and the hotel updates room status for cleaning and resale.

The hotel department responsible for cleanliness, linen, guest supplies and room presentation, including public areas and laundry operations.

The current condition of a guest room, such as occupied, vacant clean, vacant dirty or out of order, communicated between housekeeping and front office.

An evening housekeeping routine in which the bed is prepared, curtains drawn, lights adjusted and fresh supplies placed for the guest's night.

One seated guest in a food and beverage outlet; the number of covers measures how many diners were served in a period.

A menu style in which each dish is listed and priced separately, allowing guests to order individual items of their choice.

A menu offering a fixed multi-course meal at a single set price, with limited or no choice within each course.

The advance preparation and arrangement of ingredients, tools and service items so that cooking or service can proceed smoothly and quickly.

A food safety system that identifies biological, chemical and physical hazards at each step of production and sets critical control points to prevent them.

A documented formula giving exact ingredient quantities, method, portion size and cost for a dish, so that quality and price stay consistent.

The money spent on ingredients for dishes sold, usually expressed as a percentage of food sales revenue and controlled through portioning and pricing.

The practice of adjusting room rates and availability by demand forecast so that revenue from a fixed capacity of rooms is maximised.

Dividing a broad market into smaller groups of buyers with similar needs, such as business travellers or families, so that offers can be targeted.

The controllable set of elements a business combines to reach its market, commonly product, price, place and promotion, extended in services to people, process and evidence.

The systematic use of guest data and service practices to build repeat business, loyalty and personalised attention across every point of contact.

The planned response to a service failure, such as apologising, correcting the problem and compensating fairly, to restore guest satisfaction and loyalty.

Concentrating fully on a speaker, noting both words and tone, then confirming understanding through paraphrasing and questions rather than interrupting.

The written rules on personal hygiene, uniform, hair, nails and jewellery that staff must follow to present a clean, professional image to guests.