par stock
The standard quantity of linen, toiletries or other supplies that should always be kept ready in a hotel department.
Example: Housekeeping checks the par stock of towels every morning.
C222 words · Proficient
Hospitality & Tourism vocabulary — C2
Expert hospitality vocabulary for performance and sustainable tourism, including the guest satisfaction score, revenue per available room, overtourism and a destination's carrying capacity.
22 questions
Words in this set
22comped
Describes a room, meal or service given to a guest free of charge, often to build goodwill.
Example:
The manager comped their dessert after the long wait.
guest satisfaction score
A numerical rating based on visitor feedback, used to measure and compare the quality of a hotel or restaurant's service.
Example:
Management reviews the guest satisfaction score every week.
revenue per available room
A hotel's income measured against every space it has available to sell, whether occupied or not, combining occupancy and price into one figure.
Example:
Revenue per available room rose even though fewer guests checked in.
upcharge
An extra fee added for a special request or upgrade beyond the standard price.
Example:
There is a small upcharge for a room with a sea view.
white glove service
An especially attentive, high standard of personal care given to guests, down to the smallest detail.
Example:
The suite guests receive white glove service throughout their stay.
guest retention
The ability of a hotel or restaurant to keep guests coming back rather than choosing a competitor.
Example:
The loyalty programme was designed to improve guest retention.
net promoter score
A measure of how likely customers are to recommend a business to others.
Example:
The hotel chain tracks its net promoter score every quarter.
average length of stay
The average number of nights guests stay at a hotel.
Example:
The resort's average length of stay rose to five nights in summer.
denied boarding
When an airline stops a passenger with a valid booking from boarding, usually because it sold too many tickets.
Example:
Volunteers who accepted denied boarding received a travel voucher.
total quality management
An approach where everyone is responsible for standards.
Example:
Total quality management lasted eleven months and one general manager.
experience economy
The idea that people pay for experiences rather than goods.
Example:
The whole refurbishment was pitched at the experience economy.
overtourism
Visitor numbers so high that a place is damaged by them.
Example:
Overtourism emptied the old town of everyone who lived there.
carrying capacity
How many visitors a place can take without being spoiled.
Example:
The carrying capacity of that path was exceeded every summer weekend.
leakage
/ˈlikədʒ/Tourist money that leaves the local economy immediately.
Example:
Leakage on all-inclusive holidays runs to eighty per cent.
multiplier effect
The way one pound spent circulates through a local economy.
Example:
The multiplier effect is the argument every festival makes.
dark tourism
Visiting places associated with death or disaster.
Example:
Dark tourism raises questions no marketing department wants.
greenwashed certification
An environmental label that means far less than it appears.
Example:
The greenwashed certification cost two hundred pounds and no inspection.
attribution of demand
Working out which marketing actually produced a booking.
Example:
Attribution of demand is guesswork dressed up as a dashboard.
displacement effect
New visitors driving away the ones who came before.
Example:
The festival's displacement effect cost more nights than it created.
service blueprint
A detailed map of every step in delivering a service.
Example:
The service blueprint showed four handovers nobody had documented.
emotional labour
The effort of managing your feelings as part of a job.
Example:
Emotional labour is what actually exhausts front-of-house staff.
