Luxury Lexicon 15 terms
Hospitality terms
Terms for guest service, food and beverage work, and the operation of hotels and restaurants.
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 practice of using knowledge of an individual customer to offer personal service over time.
- 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 restaurant service marked by attentive table service and carefully prepared food.
- Front of house
- The areas and roles that receive and serve customers or guests directly.
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.
N
- Net Promoter Score
- A customer feedback measure based on how likely people are to recommend an organization.
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.