Hospitality

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Industry Sectors

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Subsections of an industry. Hospitality industry sectors include accommodation; food and beverage; events management; travel and tourism.

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Legislation

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Sets of principles, riles or standards set out by parliament and enforced by the courts for the regulation of behaviour and the protection of members of society and their property.

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Hospitality Industry Knowledge

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The understanding of information relating to the hospitality industry insofar as it affects employers, employees or customers.

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Sources of Information

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A range of documents or resources (e.g. legislation, the internet, training manuals, etc.) that provide information.

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Trade Unions

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An organisation which acts collectively for mutual employee protection and assistance (often concerned with wages, and conditions of employment).

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Legal Issues

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Issues relating to the law.

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Ethical Issues

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Issues relating to moral judgements.

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Promotion

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Highlighting or making people aware of products via in-store and/or external advertising.

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Internal Customers

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Workma

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External Customers

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Clients (including paying customers, members of other hospitality and tourism industry sectors), individuals or groups (such as consultants and committees), government organisations, local residents, visitors and media personnel.

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Communication

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The exchange of information.

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Body Language

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Communication using body movements or gestures instead of, or in addition to, words and sounds.

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Colleagues

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Associates or workmates (in a profession or workplace).

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Empathy

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The ability to be aware of and share another person's feelings, experiences, and emotions.

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Interpersonal Skills

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Skills that help communication between people, such as body language, listening skills, politeness and cooperation.

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Teamwork

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The work or activity of a number of people acting together as a team.

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Personal Presentation

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A ange of factors related to physical presentation, personal hygiene, how you speak, get along with others and deal with issues that arise in the workplace.

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Special Needs

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A term used to describe individuals who need additional assistance for medical, mental or psychological disabilities.

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Cultural Differences

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Variations in the attitudes and behaviours that characterise the functioning of different groups and or/organisations.

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Stereotyping

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Ideas or preconceptions about a thing or a group of people, that may often b untrue of only particularly true.

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Communication Medium

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Tools and methods for storing and delivering information such as emails, faxes and letters.

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Feedback

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Information given bout the value, effect or result of an action or process.

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Quality Service

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Service that meets or exceed the needs and expectations of customers

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Conflict

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Sharp disagreement or struggle over ideas, interests or purposes.

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Subtext

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An underlying theme.

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Customer Complaint

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Any communication a customer has with a company/staff member in which displeasure or dissatisfaction is expressed.

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Time Management

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Managing the use of job schedules and planning for the purpose of achieving maximum productivity; maximum time utilisation and minimum time wasting.

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Task Management

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The coordinating and sequencing of jobs to maximise efficiency and quality.

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Sustainability

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Relating to a process of harvesting or using resources so that they are not permanently damaged or depleted.

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Waste Management

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The collection, transportation, processing, recycling or disposal of waste materials.

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Water Resource Management

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The decision-making, controlling and non-controlling processes by which water is protected, distributed or developed.

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Recycling

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To re-use or reprocess existing materials in order to produce new materials (e.g. glass, metals or cans).

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Cover

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The space on the table where the customer is eating; the number of seats in the restaurant; a specific cutlery setting.

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Bain-marie

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A piece of equipment that uses heated water to keep food warm.

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Handover

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Occurs at the end of a service period when a new shift or staff arrives for the next service period.

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Tea

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The dried leaves of a plant cultivated in sub-tropical Asia, used as an infusion to make a beverage.