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36 Cards in this Set
- Front
- Back
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.
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