© ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge

Glossary

© ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge
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Glossary
Term
Explanation
Al fresco dining
Outside/open air dining BB Bed and breakfast Brasserie Relaxed, upmarket restaurant Breach An offence breaking a law Bump guests Relocate guests to another venue of similar standard and price
– maybe due to overbooking, or a fault/problem with a room CCTV Closed Circuit Television Clock watcher Someone with a poor work ethic who constantly looks at the clock and stops working the second their rostered stop work time arrives even though there is work to door they are in the middle of serving a customer Concierge A person/desk at an accommodation venue providing local advice and information to visitors/tourists about a wide variety of things such as restaurants, directions on how to get to places, shops, customers, trips and tours Dynamic
Ever-changing
EO Equal Opportunity F & B Food and Beverage
FOC
Free-of-charge
Familiarisations Also known as „famils‟ or „fam tours are free-of-charge visits to venues, parks, attractions and the like so people can experience firsthand what the venue is like so they can tell others (or make a buying decision) Fauna The animals of a country or region the wildlife of an area Flora The flowers and plants of a country or region plant life of an area Generic information Information that is generally applicable Gratuity
Tip/cash (from a customer) for service provided

Glossary


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© ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge
Term
Explanation
HR Human Resources Infrastructure The facilities and services supporting and enabling the functioning of a country/region such as its transport system and power utilities Itinerary A schedule fora trip/tour detailing dates, times, destinations, and activities KFC Kentucky Fried Chicken
– franchised fast food outlets Loss prevention officer An undercover security person whose role is to identify shoplifters and staff who steal from the business MICE Meetings, Incentives, Conventions, Exhibitions
Multi-skilled A staff member with skills in more than one area
No-show A person/group who has made a reservation but does not arrive OHS Occupational Health and Safety Overbooking A common industry practice where the venue accepts bookings for more rooms (or tables) than they have available on the basis some people maybe No Shows
POS
Point-Of-Sale PR Public Relations
– goodwill between two or more parties QA Quality Assurance Reps Representatives travelling representatives/salespeople from suppliers
SMEs Small and medium enterprises SOP Standard Operating Procedure Static guard A high-profile uniformed security staff member intended to deter thieves/trouble-makers by virtue of their visible presence

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