Luxury Lexicon 18 terms
Hospitality terms
Roles, services and operating measures in hotels, restaurants and guest services.
A
- After-sales service
- Support after a purchase, such as care advice, repairs, alterations and warranty handling.
B
- Back of house
- Work areas and activities away from customers or guests, such as a stockroom, kitchen or service office.
C
- Chef de partie
- A cook in charge of one section of a kitchen, such as sauces, fish or pastry, usually supervising a small team under the sous-chef or head chef.
- Clienteling
- Clienteling is the work of building an individual client relationship through personal advice and considered follow-up.
- Concierge
- A hotel employee who books restaurants, tickets and transport for guests and advises them; luxury stores use the title for client hosts.
- Consultative selling
- Consultative selling uses questions and attentive listening to guide a recommendation based on what the customer needs.
F
- F&B
- F&B means food and beverage, the hospitality operations that prepare and serve food and drinks.
- Fine dining
- A style of dining characterised by carefully prepared food and attentive service, often with a high level of presentation.
- Front of house
- The areas and roles that receive and serve customers or guests directly.
G
- Guest relations
- Work concerned with welcoming guests or clients and supporting their experience in a hospitality or retail setting.
H
- HACCP
- HACCP is a method for identifying and controlling food safety hazards through hazard analysis and critical control points.
L
- Linen
- Cloth woven from the fibres of the flax plant, and by extension the sheets, tablecloths and napkins of a hotel or home, whatever their fibre.
M
- Mise en place
- Preparing and arranging ingredients, tools and service items before cooking or service begins.
N
- Net Promoter Score
- A customer feedback measure based on how likely people are to recommend an organisation.
P
- Pastry chef
- A chef who makes desserts, pastries, chocolates and other sweet work, either in a kitchen’s pastry section or at the head of a pastry kitchen.
Q
- Quality assurance
- Planned processes intended to give confidence that products or services will meet agreed requirements.
- Quality control
- Checks and tests used to determine whether products or work meet specified requirements.
S
- SOP
- Standard operating procedure: documented steps for carrying out a recurring task consistently.