MATSEC SEC Hospitality flashcards

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

Definition of hospitality

The commercial provision of food, drink, accommodation and related services to guests away from their own home, delivered through food and beverage, accommodation, travel and tourism, and recreation sectors.

Moment of truth

Any single point of contact between a guest and the hospitality operation, such as check-in or being served a meal, at which the guest forms an impression of service quality.

Front-of-house

All guest-facing areas and roles, including reception, concierge, restaurant, bar and lobby, where staff interact directly with customers and shape their perceived experience.

Back-of-house

Support and production areas normally hidden from guests, such as kitchens, stores, laundry, staff changing rooms and maintenance workshops, where goods and services are prepared.

SERVQUAL reliability dimension

The service-quality dimension measuring the ability to perform the promised service dependably and accurately; research consistently ranks it as the most important of the five dimensions.

Span of control

The number of subordinates a supervisor directly manages. A wide span gives a flat structure with fewer managers; a narrow span gives tall structures with closer supervision.

Food cost percentage

Cost of food sold divided by food sales, multiplied by 100. It shows the proportion of food revenue spent on ingredients and is a core control ratio for kitchens.

Gross profit margin

Gross profit divided by selling price, multiplied by 100. It expresses profit after direct costs as a percentage of revenue and allows comparison between dishes of different prices.

Mark-up percentage

Gross profit divided by cost price, multiplied by 100. It is calculated upward from cost, unlike margin, so the same money gives a larger percentage as a mark-up.

Labour cost percentage

Total payroll cost, including wages, social security and benefits, divided by total revenue, multiplied by 100. It measures how much revenue is consumed by staffing.

HACCP

Hazard Analysis and Critical Control Points: a systematic, documented food-safety system that identifies biological, chemical and physical hazards and sets critical limits and monitoring at control points.

Danger zone temperature

The temperature range, commonly 5 to 63 degrees Celsius, in which bacteria multiply fastest. Food should be kept below 5 or above 63 degrees Celsius.

Allergen information duty

Food businesses must provide accurate information on the fourteen regulated allergens in every dish served or sold, and staff must be trained to answer guest queries correctly.

Cross-contamination

The transfer of harmful bacteria from raw to ready-to-eat food via hands, equipment, cloths or surfaces. Colour-coded boards and separate storage prevent it.

Yield testing

A kitchen control technique that measures usable portions obtained from a raw ingredient after trimming and cooking, used to set accurate standard recipe costs and portion sizes.

Standard recipe

A documented formula listing exact ingredients, quantities, method, portion size and cost for a dish, ensuring consistency and allowing accurate food-cost calculation.

Occupancy percentage

Rooms sold divided by rooms available, multiplied by 100. It measures how much of a hotel's capacity is used on a given night or period.

Average room rate

Total room revenue divided by the number of rooms sold. It shows the average price actually achieved per occupied room, after discounts and packages.

RevPAR

Revenue per available room, calculated as room revenue divided by rooms available, or as occupancy percentage multiplied by average room rate. It combines price and volume.

Double-entry bookkeeping

A system in which every transaction is recorded twice, as a debit and an equal credit, so that total debits always equal total credits and the trial balance agrees.

Trial balance

A list of all ledger balances at a given date, split into debit and credit columns, used to check that total debits equal total credits before final accounts are prepared.

Balance sheet

A statement of assets, liabilities and capital at one date, based on the accounting equation assets equals liabilities plus capital, showing the financial position of the business.

Profit and loss account

A financial statement covering a period that matches revenue earned with expenses incurred to show gross profit and then net profit for that trading period.

Depreciation

The systematic allocation of the cost of a fixed asset, such as kitchen equipment or furniture, over its useful life to reflect wear and loss of value.

Break-even point

The level of sales at which total revenue equals total costs, giving neither profit nor loss. It is found by dividing fixed costs by contribution per unit.

Contribution per unit

Selling price minus variable cost per unit. It is the amount each sale contributes towards covering fixed costs and then generating profit for the business.

Menu engineering

Analysis of menu items by popularity and profitability, placing them into stars, plowhorses, puzzles and dogs, to guide pricing, promotion and menu redesign decisions.

Table d'hote menu

A fixed menu offering a limited choice of dishes at a set total price, often with two or three courses, giving the kitchen predictable preparation and cost control.

A la carte menu

A menu on which each dish is listed and priced separately, allowing guests free choice and the kitchen greater flexibility but less predictable demand.

Mise en place

French term meaning everything in its place: the advance preparation and organisation of ingredients, equipment and service items before service begins.

Silver service

A formal service style in which food is presented on a serving dish and transferred to the guest's plate from the left using a spoon and fork.

Guéridon service

A service style in which food is finished, carved or flambéed at a trolley beside the guest's table, combining kitchen preparation with theatrical tableside presentation.