Key words Flashcards
What is pilferage?
Pilferage is the crime of theft, usually of small amounts, or small items. Pilferage is a problem commonly involving employees who steal items from their place of work. It can have the effect of seriously reducing the amount of profit a business makes.
What is hospitality?
Hospitality is a service industry that provides food, beverages and accommodation to different types of customers. Sometimes entertain can be included in these services. Examples of hospitality businesses include: hotels, restaurants, pubs and nightclubs.
What is catering?
Catering is the business providing people with food and beverages. Catering is provided in many different places such as: hotels, restaurants, schools, prisons and outside events by skilled hospitality staff such as chefs, cooks, waiters, bar staff and catering managers.
What is commercial sector?
In the commercial sector of hospitality, businesses are set up to make money, and the providing of food, beverages and/or accommodation are the main money-making activities. Businesses in this sector include restaurants like McDonalds and hotels like Premier Inn.
What is catering service sector?
In the catering services sector of hospitality, making money is not the main purpose. Some services need to provide food and drink as a ‘service’. They might provide it free, or charge at cost. Businesses in this sector include hospitals, prisons, schools and factories.
What is contract catering?
Contract catering is where catering is outsourced to a specialist food service provider. So if a business wants to provide food and beverages, but does not have the knowledge or skills themselves, they will pay a contract caterer like Sodexo to come in and do it for them.
What is accommodation?
Accommodation is a place to stay. In hospitality this usually means a hotel bedroom, but there are other types of accommodation such as a villa; caravan, camp site or youth hostel. Accommodation could also be a place to work for a few hours, like a hotel conference room.
What is a budget hotel?
A budget hotel is a low-cost hotel with limited facilities and services. Customers can expect a clean and comfortable bedroom, but it will be basic and there will be no luxuries like gyms or swimming pools. Examples of budget hotels include: Ibis and Travelodge.
What is a hostel?
Hostels are low-cost ‘dormitory’ accommodation, where guest share large rooms with many beds. All facilities are shared like bathrooms and kitchens are ‘communal’, meaning they are shared by everyone staying there. Hostels are popular with travellers and students. To be considered a hostel, the property must provide short -term, shared (dormitory style) accommodation for individual travellers, though many hostels also provide private rooms. The word ‘dormitory’ refers to a room where travellers independently book individual beds in a shared room as opposed to booking entire rooms like in a hotel or guest house.
What are guests?
Guests are the people you pay for the services of an establishment such as a hotel or restaurant. They are the hospitality industry’s customers and without them it is impossible to make money, so it is important to look after them and give excellent customer service.
What’s a casino?
A casino is an establishment where gambling takes place. People try to win money by playing games like poker and roulette. Guests can also buy food and drink. Typically, casinos open late afternoon until early in the morning - some open 24 hours.
What is hospitality services?
Hospitality services are places where catering is provided ‘in-house’ by a company’s own staff, but in a non-hospitality industry, like a customer café in a supermarket (the retail industry). St Katherine’s School canteen is also an example of a hospitality service.
What is a sole trader?
A sole trader describes a business that is owned and controlled by one person, although they may employ workers. In the hospitality industry a sole trader could be anything from a food van to a hotel or an events management company.
What is a partnership?
Partnerships are businesses owned by two or more people and can have any number of employees. A partnership can also have a ‘sleeping partner’ who invests in the business but does not have any dealings in the day to day running of the enterprise.
What is a limited company?
The ownership of a limited company is divided up into equal parts called shares. Whoever owns one or more of these is called a shareholder. If the company is successful the shareholders will receive dividends (money paid out at the end of a financial year).
What is a franchise?
A franchise is where a business (the franchisee) is allowed to trade under another business’ name and copy its ideas (the franchiser). For example, McDonald’s in Portishead is owned by businessman Tim Lamb. He pays a fee to operate as a McDonald’s restaurant.
What is a supplier?
A supplier is a business that delivers products, or the ingredients to make a product, to hospitality establishments. A nominated supplier is a business’s main or preferred supplier. An example of a supplier is 3663, who deliver food to hotels, restaurants and pubs.
What is a wholesaler?
Wholesalers are suppliers that buy in bulk directly from farmers, growers and manufacturers, and sell them on in similar quantities to retailers. Some hospitality businesses will buy directly from wholesalers like Booker, to save money.
What is a retailer?
Retailers are suppliers that buy in bulk from wholesalers and then sell in smaller quantities to the public. Most hospitality businesses would use wholesalers, but retailers like Sainsbury’s and Tesco are good for smaller quantities, or if you run out of something.
What is an invoice?
An invoice is a document sent from a supplier to a business listing the goods or services received and the prices to be paid for them. An invoice will need to be paid by a set date, usually 30 days. If an invoice is not paid, a supplier could refuse to deliver any more goods.
What is a delivery note?
A delivery note is provided by a supplier for all deliveries and is a document which itemises the items being delivered. A business needs to check the items that have been delivered against the items listed on the delivery note, and then against their original order to make sure everything is there. Note: Invoices list the items, but do not always show the prices.
What is a statement?
A statement is a document which lists all the transactions that have taken place over the last month. Suppliers send monthly statements to businesses to show what has been delivered and paid for and what has not yet been paid for.
What is profit?
Profit is the amount of money a business makes after taking all its costs into consideration.
Costs include money spent on supplies and staff wages. Revenue comes from customer spending. Businesses need to make more money than they spend in order to generate a profit.
What is an induction?
Induction is the process of introduction into a new job, where a new employee learns about the business and the job role. Its overall purpose is to provide the necessary information to help the employee adjust to their new work environment and perform the job well.
What is grievance?
A grievance is when an employee has a problem at work and wishes to formally raise a concern or complain with their employer. Businesses will have a grievance procedure which employees should follow. This usually involves speaking to your supervisor first.
What is an appraisal?
An appraisal is a process by which a manager evaluates an employee’s performance by comparing it with pre-set standards. A manager will meet with the employee to provide constructive feedback and explain where any improvements could be made.
Who are the employees?
Employees are people who work for a business. Employees work under a contract of employment in exchange for wages or a salary. A good business should look after its employees well, so that they enjoy their work and want to do well for the company.
What is a housekeeper?
Housekeepers are the staff responsible for cleaning bedrooms and public areas. They mainly work in hotels. Housekeepers can also be known as maids or room attendants. Other duties include making beds, washing sheets and replenishing toiletries in bathrooms.
What is a barista?
A barista is a person who is trained in the making and serving of coffee drinks. Baristas mainly work in coffee bars like Starbucks and Costa. They specialise in the making of coffee drinks such as cappuccino, latte and espresso.
What is a concierge?
A concierge provides help and information to people staying at a hotel. Only the best hotels will have a concierge. A concierge will have expert knowledge on the surrounding area and be able to recommend the best places to go and things to see.
What is a receptionist?
Receptionists check guests in and out of their rooms. All hotels have a reception area because this is where you would get your room key from. A big part of a receptionist’s job is answering the telephone and emails, and handling reservations and other enquiries.
What is a sommelier?
A sommelier is a waiter who specialises in serving wine. Wine waiters have expert knowledge of wines and their tastes. They are expected to give customers advice on the best wines to choose with their meals. Only the finest hotels and restaurants have sommeliers.
What is a porter?
Porters meet and greet guests at the front of a hotel and carry guests’ luggage from their cars up to their rooms. Porters might also deliver room service meals to guests and help to park cars or call for taxis. Only the best hotels have porters.
What are occupational skills?
Occupational skills are the skills needed to carry out a particular job role or set of duties. Learning these skills could take days, weeks or sometimes even years to master. Examples include: cooking skills for a chef and cocktail making skills for a bar person.
What are attributes (personal skills)?
Attributes are the personal skills that someone has as part of their character. They are an important part of being able to act and behave correctly at work. Examples of personal attributes include: honesty, kindness, friendliness and good manners.
Who are repeat customers?
Repeat customers are customers who return to the same business again and again. They are the most important of customers because over time they spend the most money. Repeat customers are likely to bring their friends as well, and tell other people about you.
What is legislation?
Legislation is a set of laws passed by the government. Legislation is in place to protect people’s rights and keep the public safe from harm. Examples of legislation within the hospitality industry include: Food Safety Act 1990 and Health and Safety at Work Act 1974.
What are regulations?
Regulations are a set of rules on how a law will be implemented. Once a law is passed, a regulatory body will decide how it must be carried out. Businesses must comply with regulations to operate within the law. Example: Fire Safety Regulations 2005.
What are policies?
Policies are a set of principles, rules, or guidelines that businesses choose to adopt to achieve its goals. They are not laws. Examples of policies in hospitality include a ‘no pets policy’ meaning pets are not allowed, or a ‘challenge 21 policy’ to verify age in a bar.
What are procedures?
Procedures are a written series of steps that must be followed in order, to correctly perform a task. Procedures help employees understand their work and maintain standards for the customers. For example McDonald’s have a procedure on how to make a Big Mac.
What are internal customers?
Internal customers are employees who rely on products or services from other employees as part of the work they do. For example; waiters could not do their jobs without a chef cooking food and passing it to them. Chefs rely on waiters to bring accurate food orders.
What is a supervisor?
A supervisor is an employee in the first position of management who directs and monitors the work of other employees in their department. Supervisors report to heads of department or managers and provide feedback on how things are going.
What is licensing law?
Licensing law is legislation which controls the sale and supply of alcohol. It defines who can sell alcohol, when, where and to whom. The four licencing objectives are: prevent crime and disorder; public safety; prevent public nuisance; protect children from harm.
What is a cover?
A cover is a place setting at a restaurant table and the diner who sits there. A chef might ask “How many covers do we have booked?” A waiter might be told “Change that table from six to eight covers”. In this case, they would have to add two more place settings.
What are cruets?
Cruets are small pots of salt and pepper on restaurant tables. Smart restaurants might have salt and pepper mills filled with sea salt and whole mixed peppercorns. Some cruet sets might include small glass bottles of oil and vinegar.
What is cutlery?
Cutlery consists of forks, spoons, and knives which are used for serving and eating food. In a restaurant there will be different sizes of cutlery for different courses and different types, for example: tea spoons, dessert spoons, soup spoons and serving spoons.
What is crockery?
Crockery describes the plates, dishes, and cups used in dining. In a restaurant there will be various sizes of plates for different courses and a variety of cups for different types of hot drinks. Cold drinks are served in glasses and this is known as glassware in the industry.
