Tawjihi Vocational Hospitality key terms

One guest served during a meal period; used to count how many people a restaurant served and to calculate sales per guest. Reservations and billing records usually track covers by service period.

French for "put in place": the advance preparation of ingredients, tools, and station setup before service begins. Good mise en place lets staff work quickly and consistently during busy periods.

The fixed order of steps used to serve guests, such as greeting, seating, taking orders, serving food and drinks, clearing, and presenting the bill. Following it keeps service consistent and professional.

Suggesting a higher-value or additional item that genuinely suits the guest's needs, such as a starter or a larger portion. It raises revenue but must never involve pressure or misleading claims.

Total sales for a period divided by the number of covers served. It shows how much each guest spends on average and helps managers judge pricing, menu mix, and selling techniques.

Hazard Analysis and Critical Control Points: a seven-principle system that identifies food safety hazards, sets control points and limits, monitors them, and records corrective actions. It is the standard framework for managing food safety in hospitality kitchens.

A step in a food process where a control measure can prevent, eliminate, or reduce a hazard to an acceptable level, such as cooking to a safe core temperature. Each point has measurable limits and monitoring records.

The temperature range, commonly 5 to 60 degrees Celsius, in which bacteria multiply fastest. Perishable food should spend as little time as possible in this range during storage, preparation, and holding.

The transfer of harmful microorganisms or allergens from one food, surface, or utensil to another. It is prevented by separate chopping boards, handwashing, correct storage order, and cleaning between tasks.

Treating a cleaned surface or item with heat or chemicals to reduce microorganisms to a safe level. It is done after cleaning, because dirt stops sanitizer from working properly.

A substance, usually a protein in foods such as nuts, milk, eggs, or shellfish, that can trigger a dangerous immune reaction in some guests. Staff must know menu allergens and prevent cross-contact.

First In, First Out: a stock rotation rule in which older items are used before newer ones. It reduces waste and spoilage and is applied to dry stores, chilled goods, and bar stock.

The practice of arranging and using stored goods so the oldest stock leaves first and nothing expires unnoticed. It relies on clear date labels, regular checks, and correct shelving.

Serving a standard, measured quantity of each food or drink item. It keeps quality and cost consistent, supports accurate recipe costing, and reduces food waste.

A documented formula listing exact ingredients, quantities, method, yield, and portion size for a dish. It allows any trained cook to produce the same result and is the basis for costing.

The usable amount of product left after preparation, such as trimmed meat or peeled vegetables, often expressed as a percentage of the purchased weight. Yield affects portion cost and purchasing quantities.

The classic preparation of a flavored liquid base by simmering bones, vegetables, and aromatics, then reducing or thickening it to make sauces and gravies. Careful skimming and straining give a clear, full-flavored result.

The browning that occurs when proteins and sugars are heated together, producing color and complex flavors in roasted, grilled, and fried foods. It requires a fairly dry surface and sufficiently high heat.

Briefly cooking food in boiling water or hot oil, often followed by cooling in ice water. It sets color, loosens skins, removes bitterness, or prepares vegetables for later finishing.

Cost of food sold divided by food sales, multiplied by 100. It measures how much of each sales unit is spent on ingredients and is compared with a target set by management.

Sales revenue minus the direct cost of the goods or services sold. In food and beverage it shows the money left to cover wages, rent, utilities, and profit before other costs are deducted.

The level of sales at which total revenue equals total costs, so the business makes neither profit nor loss. Managers use it to judge how much must be sold to cover fixed and variable costs.

The percentage of available rooms that are sold over a given period, calculated by dividing rooms sold by rooms available. It is a key measure of front office performance and demand.

Average Daily Rate: total room revenue divided by the number of rooms sold. It shows the average price actually achieved per occupied room and is reported alongside occupancy.

Revenue Per Available Room: total room revenue divided by rooms available, or ADR multiplied by occupancy rate. It combines price and occupancy into one measure of rooms performance.

A form completed at check-in that records guest details, stay dates, rate, and payment method, and usually includes the guest's signature accepting the terms. It supports billing, security, and legal records.

The guest's running account record, listing charges for room, food, drinks, and services plus payments made. It is checked and settled at departure and kept for accounting and dispute resolution.

The front office procedures for registering a guest on arrival and settling accounts on departure. They confirm identity, allocate rooms, explain services, collect payment, and update room status.

The current condition of each room, such as occupied, vacant clean, vacant dirty, or out of order. Accurate status codes let reception assign rooms and housekeeping plan cleaning.

An evening housekeeping service that refreshes the room, closes curtains, and prepares the bed for sleep. It is common in higher-grade hotels and must respect guest privacy and do-not-disturb signs.

The documented system for storing and returning items guests leave behind. Staff log each item, record where it was found, store it securely, and follow set rules for contacting owners and disposing of unclaimed goods.

Items worn to reduce workplace injury, such as gloves, aprons, safety shoes, and eye protection. Employers must provide suitable equipment and train staff to use and maintain it correctly.

Lifting, carrying, pushing, or pulling loads by hand. Correct technique, team lifting, and use of trolleys reduce the risk of back and shoulder injuries common in kitchens and housekeeping.

A careful examination of what in the workplace could cause harm, who might be harmed, and what controls are needed. Findings are recorded, acted on, and reviewed when conditions change.

The actions taken to fix a guest's problem and restore satisfaction after a service failure. Effective recovery means listening, apologizing sincerely, acting quickly, and following up.

The structured process of receiving a guest complaint calmly, clarifying the facts, offering a fair solution, and recording the outcome. Done well, it protects reputation and reveals service weaknesses.

How well a guest's expectations were met or exceeded during a stay or meal. It is measured through surveys, reviews, and repeat business, and it drives loyalty and revenue.

Paying full attention to a speaker, noting both words and tone, and confirming understanding by summarizing or asking questions. It reduces errors in orders and helps resolve guest concerns.

The level of formality and vocabulary suited to a professional hospitality setting, using polite standard phrases rather than slang. It helps staff sound courteous and clear with international guests.