Thursday, 14 July 2011

Some special key terms used in hotel/tourism industry

Himachal Vacation Travel News

Meal Plans in Hotels:
EP: Means European plan where you will get only rooms.
CP: Continental plan where you will get room with breakfast.
AP: American plan where you will get room with breakfast, lunch and dinner.
MAP: Modified american plan where you will get room with breakfast and 1 major
        meal wither breakfast or dinner according to your preference.
BP: Bermuda plan where you will get room with continental or american breakfast.

Some common terms used in hotel management
Channel of communication
- system or process of communication. Howcommunication moves within department.
Check- in
- to arrive at a hotel and write name and address in a list. Action ofarriving and registering.
Check- in procedure
- formalities to be done whena guest checks in (allocating a room, taking guest's name, asking the guest tosign the hotel register.
Check-out
- action of leaving and paying the bill.
Check -out procedure
-formalities to be done when a guest checks out ( presenting the bill andmaking sure it is paid, taking the room key, etc).
Concierges
- a moving information desk. The tables are set up for specialfunction, festival, for a special group or for events.
Errand Card
- is a task card which mentions room number, guest name andluggage types. It is prepared by reception and hand over to bell boy.
Image building 
- Creating good well of the company. Representing positiveimage of the company.
In-house guest
- Guests staying in the hotel.
Personal grooming 
-  process of positive development of a staff.
Paging 
- Process of identifying and informing of a guest.
Reference point -
From where information are received.
Scanty baggage -
term used for any guest with light baggage
 Skipper
- A room status term indicating that the guest has left the hotel roomwithout making arrangements to settle his or her account.
Sundry Services
- Extra services. Small but important services provided tothe guests. It includes message, male handling of guests.


Definition of Key terms
1. Adding value -
Extra item, image, product or service which add valueto the product. For example a good-looking receptionist add the qualityof hotel, a garnish on food add value of the food. It can be service tool,service staff, environment, image of the owner or chef, etc. Travelagency add value to the quality of hotel or vise versa.
2.  Accessibility
- possibility/ availability/ transport
3.  Accommodation -
a place to stay overnight.
 4.  Adventure tourism
- to convert the adventure into pleasure for thepurpose of tourism business
5.  Attraction -
Any thing/object/activity which attracts tourists andattach with it.
6.  Amenities
- Extra facilities, service added with attraction, accessibilityand accommodation to create tourism. It includes trust, friendship,hospitality, etc
 7.  Back of the house
- Staffs who are not directly involved in providingservice. Guests rarely interact with them
8.  Continuously rendered service.
The services are prepared andprovided when customer is physically present. Here service is processand is extended to a time limit and it is face to face interaction. Forexample reservation service, restaurant service, massage, etc
9.  Excursionist -
Temporary visitors, who stay less than twenty- fourhours
10.  Front of the house
- Staffs directly involved in providing services. Forexample receptionist, bellboys, gatekeeper, etc.
11.  High-touch service
- the services which are prepared in advance andcustomer will receive when he wants such as room reservation, fastfood, printed information, housekeeping service, etc
12.  Hospitality
- Literal meaning is " looking after guests well". It includesorganizing, providing services and taking proper care of guests. Itmeans friendly and generous treatment of guests.
Hospitality industry
 includes all companies involved in providing services for guests. Theyare travel agencies, hotels, lodges, inns restaurants and all otherrecreational centers. They provide more mental satisfaction thantangible objects.
13.  Intangibility
- Which can not be seen, tested, felt heard or smell ormeasured before they are delivered and received by customer. Forexample travel experience, trust, confidence, hospitality, satisfaction,etc.
14.  Inseparability
- To receive the service customer must be personally andphysically present at the point of delivery. Customer can not beseparated form the point of delivery.  Service is available at the
Point ofService Delivery (POD)
15.  Interpersonal:
- Personal / individual / connected with or relationshipbetween people.
16.  Perishability
- Which can not be stored. Service cannot be stored.Unused service of a particular day cannot be sold next day or inadvance.
17.  Point of contact
- Place, item, product, staff, service customer contact toreceive service. It can be building, service environment, delivery items,staffs, follow travelers which they contact and receive positive ornegative feelings.
18.  Product formation.
- To put different products and services together toform a product to satisfy the customer. Hospitality is a productformation. It is not made one single item. For example room includescomfort, security, privacy, convenience, cleanness and hygiene,personal, etc
19.  Service brigade
- Team of staffs involved in providing service
20.  Sunlust
:- To travel in search of sunshine/ Adventure activities./Outdoor activities.
21. The Moment of Truth
. The actual time when customer interacts withservice staff. It is the moment of contact when no management hascontrol. It is the motivation, skill, tools of the service and expectation,behaviour, expectation of the customer determines the quality of theservice.
22.  Urban Tourism
- Tourism operated in urban area
23.  Variability
- Services are highly variable. The quality of servicedepends upon how, when where and who provides them. Each timecustomer receives different levels of satisfaction from the same level ofservice, same food gives different test to different people.
24.  Village tourism
- To utilize village and villagers for the purpose oftourism.  Tourism managed and operated by villagers for the villagers.Tourism managed and operated by villagers for the villagers.
25. Wanderlust:
- The desire to travel far away and to many different places  to travel to know/ to explore.

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