Some special key terms used in hotel/tourism/hospitality industry

– system or process of communication. How communication moves within the department.

– to arrive at a hotel and write name and address in a list. The action of arriving and registering.

– formalities to be done when a guest checks in (allocating a room, taking guest’s name, asking the guest to sign the hotel register.

– action of leaving and paying the bill.

-formalities to be done when a guest checks out ( presenting the bill and making sure it is paid, taking the room key, etc).

– a moving information desk. The tables are set up for special function, festival, for a special group or for events.

– is a task card that mentions room number, guest name and luggage types. It is prepared by reception and hand over to bell boy.

– Creating good well of the company. Representing positive image of the company.

– Guests staying in the hotel.

–  process of positive development of a staff.

– Process of identifying and informing of a guest.

From where information are received.

term used for any guest with light baggage

– A room status term indicating that the guest has left the hotel room without making arrangements to settle his or her account.

– Extra services. Small but important services provided to the guests. It includes messages, male handling of guests.

Extra item, image, product or service which add value to the product. For example a good-looking receptionist add the quality of 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. Travel agency add value to the quality of hotel or vise versa.

– possibility/ availability/ transport

a place to stay overnight.

– to convert the adventure into pleasure for the purpose of tourism business

Any thing/object/activity which attracts tourists and attach with it.

– Extra facilities, service added with attraction, accessibility and accommodation to create tourism. It includes trust, friendship,hospitality, etc

– Staffs who are not directly involved in providing service. Guests rarely interact with them

The services are prepared and provided when customer is physically present. Here service is process and is extended to a time limit and it is face to face interaction. For example reservation service, restaurant service, massage, etc

Temporary visitors, who stay less than twenty- four hours

– Staffs directly involved in providing services. For example receptionist, bellboys, gatekeeper, etc.

– the services which are prepared in advance and customer will receive when he wants such as room reservation, fast food, printed information, housekeeping service, etc

– Literal meaning is ” looking after guests well”. It includes organizing, providing services and taking proper care of guests. It means friendly and generous treatment of guests.

Hospitality industry

 includes all companies involved in providing services for guests. They are travel agencies, hotels, lodges, inns restaurants and all other recreational centers. They provide more mental satisfaction than tangible objects.

– Which can not be seen, tasted, felt heard or smell measured before they are delivered and received by customer. For example travel experience, trust, confidence, hospitality, satisfaction, etc.

– To receive the service customer must be personally and physically present at the point of delivery. Customers can not be separated form the point of delivery.  Service is available at the

Point of service Delivery (POD)

– Personal/individual / connected with or relationship between people.

– Which can not be stored. Service cannot be stored. Unused service of a particular day cannot be sold next day or in advance.

– Place, item, product, staff, service customer contact to receive service. It can be building, service environment, delivery items, staffs, fellow travelers which they contact and receive positive or negative feelings.

– To put different products and services together to form a product to satisfy the customer. Hospitality is a product formation. It is not made for one single item. For example, room includes comfort, security, privacy, convenience, cleanness and hygiene, personal, etc

– Team of staffs involved in providing service

:- To travel in search of sunshine/ Adventure activities./Outdoor activities.

. The actual time when a customer interacts with service staff. It is the moment of contact when no management has control. It is the motivation, skill, tools of the service and expectation, behavior, the expectation of the customer determines the quality of the service.

– Tourism operated in urban area

– Services are highly variable. The quality of service depends upon how, when where and who provides them. Each time customer receives different levels of satisfaction from the same level of service, the same food gives a different test to different people.

– To utilize village and villagers for the purpose of tourism.  Tourism managed and operated by villagers for the villagers. Tourism managed and operated by villagers for the villagers.

– The desire to travel far away and to many different places to travel to know/ to explore.