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230 Cards in this Set
- Front
- Back
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Computer Reservation Systems ( CRSs)
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compter hardware and sofware that allow travel agents to tap into global distribution systems.
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Distressed Inventory
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Tourism services that have not been sold as the date of use approaches.
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Domestic Independent Tour (DIT)
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customized domestic tour including many elements, designed and planned to fulfill the particular needs of a traveler; may be designed by a travel agent or by a wholesaler in consulation with the traveler's agent.
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Facilitating Goods
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Tangible items that support or accompany the service being provided, such as brochures about a destination.
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Familiarization Trips
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Trips offered by governmental tourism agencies, hotels, resorts, and tour operators at low or no cost to acquaint travel salespeople(typically travel agents) with the products and services they offer; also called "fams" or "fam trips."
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Intermediary
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Firms that help tourism supplier lovate customers and make sales to them, including tour operators and travel agencies.
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Tour Operator
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A business entity engaged in the planning, preparing, marketing, making of reservations, and, at times, operating vacation tours.
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Tour Package
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Two or more travel services put together by a tour operator, such as air transportation, accommodations, meals, ground transportation, and attractions.
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Travel Agent
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A sales specialist in tourism services.
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Amtrak
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The marketing name for the National Railroad Passenger Corporation, which is a combination of the passenger rail service of U.S. railroads.
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Bumped
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The process of denying boarding to airline passengers with confirmed reservations due to overbooking (over selling) the flight.
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Connecting Flight
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A flight plan that includes a change of aircraft and flight number.
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Economies of Scale
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Savings in time, money, or other resources organizations enjoy as the result of purchasing and/or selling in large quantities, specialization at a particular job or function, and the use of specialized machinery.
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Eurailpass
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Allows unlimited travel for non-European tourist for varying periods of time throughout Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, the Netherlands, Norway, Portugal, Spain, Sweden, and Switzerland.
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FAA
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The Federal Aviation Administration, an agency within the DOT charged with ensuring air safety and promoting the growth of aviation.
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Hub-and-Spoke System
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The primary airline route pattern in the United States. By designating primary hubs, airlines are able to funnel traffic into these centers to feed their trunk point-to-point routes between major market cities.
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Load Factor
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The number of revenue passenger miles (RPMs) divided by the number of available seat miles (ASMs)
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Overbooking
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Accepting more reservations than there is capactiy to serve those customers making the reservations ( e.g., accepting reservations for more passengers than there are available seats on an aircraft or for more rooms than there are in a hotel.)
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Spoke Routes
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Air service provided from smaller secondary markets to feed passengers into primary bub markets.
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Yield Management AKA Revenue Management
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The process of allocating the right type of capacity to the right kind of customer at the right price so as to maximize revenue or yield.
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Break-Even
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The level at which total sales equals total costs.
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Contribution Margin
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What is left of the sales price after deducting operating costs.
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Chain Operations
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Groups of properties that are affiliated with each other and have common ownership and/or management control and oversight.
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Franchise
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(1) A contractual agreement providing for the use of a recognized brand name, access to a central reservation system, training, documented operating procedures,quantity purchasing, discounts, and technical assistance in return for royalties and fees; (2) A licenseto operate a tourism service business such as a travel agency or hotel with the benefit of trandmarks, training, standardized supplies, operating manual, and procedures of the franchiser.
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Mark-Up
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Adding a percentage to the cost of a good or service to arrive at a selling price.
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Occupancy Rate
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Ratio comparing the total number of rooms occupied for a given time period to the total number of rooms available for rent.
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Purchase Order
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Specifies the item(s) wanted, including a brief description of quality and grade, the number desired, and the price.
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Rack Rate
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The standard quoted rate for on night's lodging.
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Shoulder Season
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The period of time between high and low or closed seasons when demand for services deacreases.
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Night Audit
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Nightly accounting process that reconciles all property income, including rooms, telephone, food and beverage outlets, catering, gift shop, parking, ect.
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Yields
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The amount or quantity produced or returned after the preparation, processing, or cooking of a product or recipe.
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Attractions
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Natural locations, objects, or constructed facilities that have a special appeal to both tourists and local visitors.
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Events
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Special occasions and scheduled activities.
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Fairs
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Temporary gathering places for exhibition of products and services, often accompanied by entertainment and food and beverage services.
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Heritage Attractions
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Places, structures, and activities with historical and cultural significance.
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Line of Credit
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An agreement with a bank in which loans are automatically made up to an established limit.
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Museum
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The International Council of Museums uses the following definition: "a non-pofit-making, permanent institution, in the serviceof society and its development, and open to the public, which acquires, conserves, researches, communicates, and exhibits, for the purposes of study, education, and enjoyment, material evidence of humans and their environment."
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National Monument
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A landmark, structure, or other object of historic or scientific interest.
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Venue
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The location of an event or attraction.
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Destination Resorts
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Properties that are relatively self-contained and provide a wide range of recreational and other leisure-time activities.
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Embark
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To go on board a ship.
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Mega-Resort
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A destination resort containing multiple facilities and world-class attractions and entertainment venues. Each revenue center at these destinations could operate as a separate business venture.
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Inclusive Price
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Gust are charged one price for a package of services such as accommodations, food, and activities.
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Pilgrimage
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Travel to a holy place or shrine.
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Resort Destinations
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Communities or areas that contain attractions, entertainment, and supporting facilities needed to draw and host tourists.
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Resorts
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Destination locations that are distinguished by the combination of attractions and amenities for the express purpose of attracting and servicing large number of visitors.
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Secondary Seasons
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Periods when touris activities are either increasing toward peak levels or declining from peak levels; also called "shoulder Season."
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Spa Resorts
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A resort property dedicated to fitness and the development of healthy fitness.
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Urban Tourism
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Tourism that takes place in large cities, where hotels and other facilities and services have become an integral part of urban activities.
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Carrying Capacity
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A key concept in environmental impact analysis that relates to the amount of use an environment is capable of sustaining under certain circumstances.
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Ecotourism
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A form of tourism that focuses on environmental and cultural preservation.
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Expatriate
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A citizen of one nation who lives in a nation of which he or she is not a citizen.
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Environmental Capacity
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The limit on the number of users that an area can accommodate before visitors percieve a decline in the desirability of the area.
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Society
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A community, nation, or broad grouping of people who have common traditions, institutions, activities, and interests.
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Comparative Advantage
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In travel, the ability of a country or region to carry out an economic activity, such as tourism, at a lower cost and more efficiently than another country or region.
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Cost-Benefit Analysis
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A method used to determine the relative impact of a development, in which total costs and total benefits are estimated and then compared.
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Economics
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The study of the choices people make in using scarce resources to meet needs.
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Exchange Rate
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The number of units of one currency necessary to be exchanged to obtain a unit of another currency; for example, 121 Japanese yen for $1.00 U.S.
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Leakage
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Purchasing power that is spent on imports to an area, resulting in a transfer of income out of the local economy.
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Multiplier Concept
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The additional economic activity that results when money is spent and respent in a region from the purchase of local goods and services.
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Privatization
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The action of converting a government-owned business to private ownership.
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Tourism Planning
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A continual process of research-and-development decisions to create and sustain tourism in a region.
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Output Multiplier Effect
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Basically, how many times money spent by a tourist circulates through the economy of a country or region. For example, money is added to a country or region when a tourist from outside its borders buys a good or serice produced within the region. That money is then respent, generating additional value. The multiplier effect continues until the money eventually "leaks" from the region's economy through the purchase of imports from other countries.
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Consumer Behavior
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The study of consumer characteristics and the processes involved when individuals or groups select, purchase, and use goods, services, or experience to satisfy wants and needs.
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Demographic Segmentation
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Dividing consumer markets based on demographic data such as age, education, income, gender, religion, race, nationality, and occupation.
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Demographics
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Characteristics used to classify consumers on the basis of criteria such as age, educations, income, gender, and occupation.
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Dependables
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Travelers who seek the comforts of familiar surroundings.
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Disposable Income
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Household income after paying taxes that is available for personal use.
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Distressed Inventory
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Tourism services that have not been sold as the date of use approaches.
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Elastic Demand
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The quantity of goods or services used changes in a proportion that is greater than changes in prices.
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Geographic Segmentation
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Dividing consumer markets along different geographical boundaries such as nations, states, and communities.
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Heterogeneous
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Having differing characteristics and needs.
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Homogeneous
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Having similar characteristics and needs.
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Incentive Tour Operators
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Tour operators who specialize in organizing, promoting, and conducting incentive tours.
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Incentive Travel
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Motivational programs designed to create competition, with the winner(s) recieving travel awards.
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Inelastic Demand
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The quantity of goods or services used does not change in direct proportion to changes in prices.
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Lifestyle
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A mode of living that is identified by how people spend their time, what they consider important in their environment, and what they think of themselves and the world around them.
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Market Segmentation
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Dividing a broad market into smaller and distinct groups of buyers- each group with similar needs, characteristics, or behaviors.
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Marketing Mix
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The combination of goods or services, distribution, promotion, and price that are used to accomplish an organization's objectives and satisfy the needs of target markets.
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Mature Adults
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People aged 55 and older; also called "senior citizens"
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Product related Segmentation
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Dividing consuer markets according to characteristics such as the amount of use or benefits consumers expect to derive from the service.
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Psychographic segmentation
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Dividing consuer markets into groups based on lifestyle and personality profiles.
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Psychographics
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Consumer psychological characteristics that can be quantified, including lifestyle and personality information.
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Special Interest Travel (SIT)
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Tourism undertaken for a distinct and specific personal reason.
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Target Market
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A group of people sharing common characteristics that an organization attempts to serve by designing stategies to meet the groups specific needs.
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Teleconferencing
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A meeting that allows people to remain in several locations, but come together and communicate through a combination of television and telephone connections.
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Upgrades
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Reciving a better class of service or facility than was paid for, such as moving from coach to first class.
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Venturers aka Allocentrics
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Travelers who seek adventure.
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Accounting
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A service activity of businessdesigned to accumulate, measure, and communicate financial information to various decision-makers.
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Business
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An organization operated with the objective of making a profit from the sale of goods and services.
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Business Travel
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Travel-related activities associated with commerce and industry.
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Catography
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The science or art of making maps and interpreting mapped patterns of physical and human geography.
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Feudal System
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A system of political organizations, prevailing in Europe from teh 9th to about the 15th century, in which ownership of all land was vested in kings or queens.
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Host communities
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Towns or cities that welcome visitors and provide them with desired services.
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Human ( Cultural) Geography
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The human activities that shape the face of a location and shared experience, includign the cultural aspect of language, religion, and political and cocial structures.
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Leisure Travel
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Travel for personal interest and enjoyment.
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Management
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The distinct processes of planning, organizing, directing, and controlling people and other resources to achieve organizational objectives efficiently and effectively.
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Marketing Concept
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An overall organizational philosophy that is focused on understanding and meeting the needs of customers.
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Marketing Mix
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Those things that an organization cna do to influence the demand for its goods and services. It consists of four variables, often called the four P's of marketing: product, price, place, and promotion.
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Mass Tourism
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Twentieth-Century phenomenon where the working and middle classes began traveling in large numbers for leisure purposes.
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Model
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A simple representation showing how important features of a system fit together.
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North American Industrial Classification System (NAICS)
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A classification system developed for use by North America Free Trade Agreement (NAFTA) countries, that is, Canada, Mexico, and the United States, to collect and report economic and financial data for similar establishments in the same industry.
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Physical Geography
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The natural features of our planet, including such things as climate, land masses, bodies of water, and resources.
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Professional Travel
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Travel by individuals to attend meetings and conventions.
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Profits
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Revenues in excess of expenses representing the financial performance and the ultimate measure of the financial success of a business.
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Regional Geography
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The components of geography that focus on regional landscapes, cultures, economies, and political and social systems.
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Return of Investment (ROI)
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A measure of management's efficiency, showing the returnon all of an organization's assets.
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Services
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The performance of actions or efforts on behalf of another.
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Tourism
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The temporary movement of people to desinations outside their normal places of work and residence, the activities undertaken during their stay in those destinations, and the faciliteis created to cater to their needs
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VFR
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Visits to friends and relatives.
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Airlines Reporting Corporation (ARC)
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The clearinghouse for recieving commission payments for airline ticket sales.
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Call Centers
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Centalized locations designed and managed to handle large volumes of incoming telephone inquiries, in many cases on a 24/7 basis.
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Caps
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Limits placed on the amount of commision that will be paid to travel agencies on reservations and bookings.
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Consolidators
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Wholesaleers who buy excess inventory of unsold airline tickets and then resell these tickets at discounted prices through travel agents or in some cases directly to travelers.
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Consortium
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An affiliation of privately owned companies to improve business operations and gain the necessary volume of business that cna lead to improved profitability.
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Escort Tour
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An all-inclusive tour with a structured itinerary and a guide who accompanies the guests.
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Foreign Independent Tour (FIT)
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Customized forgeign tour including many elements, designed and planned to fulfill the particular needs of a traveler. May be designed by a travel agent or by a whole saler in consultation with the traveler's agent.
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Global Distribution Systems (GDSs)
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Worldwide inter-organization information systems that travel agencies use in selling tourism services.
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Ground Transfers
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Short-distance transportation between service providers, most frequently provided as part of a tour.
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Hosted Tour
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A host is available at each major tour destination to welcome guest, solve problems, and answer questions.
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Independent Tour
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A tour that allows the flexibility to travel independently while taking advantage of prearranged services and rates based on volume discounts.
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Meeting planner
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An individual who specializes in planning and coordinating all the details of meeting, conferences, or events.
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Missionary Sales
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Sales calls made by individuals to retail travel agencies and other tourism industry intermediaries to andwer questions and educate them about the company's services so that they may be sold more effectively.
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One-Level Distribution Channel
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The simplest form of distribution, in which the supplers deals directly with the consumer without the services of intermediaries.
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Overrides
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Additional bonueses offered to travel agencies beyond their usual commission to encourage the agency to sell more tickets.
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Personal Selling
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A communications process that includes discovering cutomer needs, finding the appropriate services to meet these needs, and then persuading them to purchase these services.
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Receptive Service Operator (RSO)
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A local company that specializes in handling the needs of groups traveling to its location.
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Tour
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A tour includes at least tow of the following elements: Transportation, accommodations, meals, entertainment, attractions, and sightseeing activities. It can vary widely in the number of elements included and in the structure of the itinerary.
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Travel Clubs
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Membership organizations designed to serve the needs of last-minute leisure travelers at bargain prices.
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Airport Code
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A three-letter designation used to identify specific airports.
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Available Seats Miles (ASMs)
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The distance traveled multiplied by the number of seats available.
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Banks of Flights
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The process of coordinating flight schedules so that aircraft arrive and depart during simialr time periods.
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CANRAILPASS
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Allows 12 days of economy class travel withing a 30-day period anywhere VIA Rail goes in Canada.
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Direct Flight
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A flight that includes one or more intermediate stops but no change of aircraft or flight number.
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Fleet utilization
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Percentage of time tansportaion vehicles are used for revenue-producing purposes.
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Intermodal
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A trip requiring the use of two or more forms of tansportation.
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Leg
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The segment of a flight between two consecutive stops.
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Legacy Carriers
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A carrier offering varying classes of services with global networks that include alliance partners, which allow passenger to earn and redeem frequent-flyer miles acress these networks.
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Nonstop Flight
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A flight between two cities with no intermediate stop[s.
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One-way Flight
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A flight plan that includes no return to city of origin.
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Open-jaw
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An air travel trip that inlcudes intermediate surface transportation between point of origin and point of destination, often used by cruise and rail passengers.
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Point-to-Point
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Direct travel between two destinations.
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Push
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The act of pushing an aircraft away from the gate for departure.
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Repositioning Cruise
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The transfer of a ship from one cruising area to another to take advantage of the seasonality of demand.
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Rolling Hubs
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Connecting flights are spread over longer peiods of time to reduce congestion and facility and equipment demands.
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Trunk Routes
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Point-to-point air service between primary hub markets.
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VIA Rail Canada
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The marketing name for Canada's passenger train network, which is a combination of the passenger rail service of Canadian railroads.
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Accommodations
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Loosely defined as establishments engaged primarily in providing loding soace to the general public.
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Amenities
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Goods and services provided with accommodations that contribute to guest comfort.
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Benchmarks
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Performance measures that are used by similar types of businesses to monitor key operations.
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Booking
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A reservation.
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Concierge Services
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Services provided by employees who specialize in meeting the special requests of guests and proved guest services such as making reservations and supplying information.
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Enterprise System
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Management information systems that combine data from multiple properties.
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Free Simple
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Right of ownership evidenced by the transfer of a cerificate of title.
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Folio
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Record of an individual guest's charges, including nighlty room charge, telephone charges, food and beverage charges, dry cleaning, parking, ect.
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Independent Properties
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Facilities that are owned and operated as single units with no chain affiliation or common identification.
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Lodging
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Facilities designed and operated for the purpose of providing travelers with a temporary place to stay.
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Management Contracts
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Operating agreements with managemnet companies to conduct day-to-day operations for a specific property or properties.
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Pension
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A small inn or doarding house similar to bed and breakfast.
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Per Diem
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Maximum travel expense amount that will be reimburesed on a per day basis.
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Properties
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Individual accommodations and lodging facilities.
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Referral Organizations
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Associations formed to conduct advertising and marketing programs and generate reservations and referrals for member properties.
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Rental Pools
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Groups of condominium unites that release by their owners for rental purposes and are managed by lodging companies.
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Right-To-Use
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A type of lease in which legal title does not pass to the buyer. Thebuyer has the right to occupy and utilize the facilities for a particular time period.
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Royalties
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Payment(usually a percentage of sales) for the use of a franchiser's brand name and operating systems.
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Timeshare
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Either ownership or the right to occupy and use a vacation home for a specific period of time.
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Ala Carte
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A menu in whcih each item is priced and prepared seperately.
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Aquaculture
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The faming and clutivation of water plants, fish, and crustaceans, such as kelp, salmon, catfish, oysters, and shimp, in large quantities for human consumption.
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Banquet
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A food and beverage function designed priced and produced for a client usually for a single event or occasion.
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Brigade
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A team of food service emloyees, for example, the service brigade(all service personnel) or the kitchen brigade (all kitchen personnel) in which each member is assigned a set of specific tasks.
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Catering
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A department within a resaurant, hotel, or resort property that is charged with selling and planning special meetings and food and beverage events.
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Commissary
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Central storage area where food supplier are recieved and kept until requisitioned.
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Contribution Margin
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What is left of the sales price after deducting operating costs.
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Cuisine
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A French term pertaining to a specific style of cooking .
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Culinary
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The creative arts and crafts of preparing foods.
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Employee turnover
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The number of employees who leave their jobs because they intentionally miss work, quit, or are terminated.
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Perpetual Inventory
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A system of tracking inventory on a continual basis so that current info on the level of stock is always available.
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Plate Presentation.
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The process of arranging menu offering in a visually appealing fashion.
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Prime Vendor Agreement
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Agreements directing a majority of purchases to one purveyor.
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Purchase order
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Specifies the item(s) wanted including a brief description of quality and grade, the number desired, and the price.
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Purveyors
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Foodservice supplier.
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Reduction
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The result of boiling a liquid rapidly until the volume is reduced by evaporation, thereby theickening the consistency and intensifying the flavor.
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Russian Service
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A style of service in which the entree, veggys, and starches are served by the wait staff directly from a platter to a guests' plate.
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Station
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A designed work area or department in a kitchen.
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Stock
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The strained liquid that is the result of cooking veggy oil, meat, or fish and other seasonings and ingredients in water.
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Table d'hote
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French term referring to a menu offering a complete meal at a fixed price
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Yields
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The amount or quantity produced or returned after the preparation, processing, or cooking of a product or recipe.
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Appropriations
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Funding provided through governmental entities.
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Botanical Gardens
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Gardens dedicated to the preservation, display, and study of growing plants.
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Concessionaires
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Individuals or companyies who have been granted the right to provide a particular service such as food service, guide service, sanitation service, or gift shop
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Curator
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Person in charge of a museum
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Docent
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A museum guide
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Festival
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A time of celebration, with scheduled activities.
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Gross gambling revenues
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The amount wagered minue the winning returned to the players.
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Limited stakes.
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Legislative limites place on the dollar amount that can be wagered on any single bet.
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National park
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Large natural places having a wide variety of attributes.
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National Preserve
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An area in which congress has permitted continued public hunting, trapping, and oil/gas explorations and extractions.
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National senic Trail
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a linear parkland
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Recreational Activity
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Activities and experiences people pursue for personal enjoyment.
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Affinity Groups
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Groups that share common interests.
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Cruise Director
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The person who plans and operates passenger entertainment and activities on board a cruise ship
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Deck
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The equivalent on a ship to a floor or story of a hotel
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Disembark
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To go asore from a ship.
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Gross Registered Tons (GRT)
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A measure of the interior size of a ship determined by volume of public space.
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Focus Group
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An in-depth interview about a topic among 8-12 people with a researcher leading the discussion.
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Hotel Personnel
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All individuals responsible for the care and serivce of cruise-ship passengers.
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Purser
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A ship official responsible for papers, accounts, and the comfor and welfare of passengers.
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Ship personnel
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All individuals responsible for the safety and navigation of cruise ships.
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Comparative advantage
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The benefits of one alternative relative to another.
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constituent groups
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subgroups of citizens with a set of common needs or wants
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Convention and visitor bureau
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An organization whose mission is to develop tourism to an area by attracting both professional and leisure travelers.
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Convention Center
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A property developed to serve the special needs of groups, especially regarding meetings and trade shows.
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Destination image
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The detailed impression an individual or target segment has of a specific destination.
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Entrepreneurial
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assuming the risk of a personally owned business.
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Financial Resources
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The amount of money available for a given project through the use of debt and equity.
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Infrastructure
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The foundation utilites and other systems necessary for an economy such as roads, electricity, and water and sewage systems.
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Joint Venture
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Combined efforts of two or more partners usually organizations.
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Non profit tourism association
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an organization that exists to support the tourism industry of an area and often promotes the area as a destination.
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Objective
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A specific target for which measureable results can be obtained
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Passenger Facility Charges
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A charge added to airline tickets for enplanement. The monies collected are to be used for airport improvements.
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Policy
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A general statement that provided dirctions for individuals within an organization.
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Public/private organizations
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Organizations made up of private and public members, usually to coordinate efforts between government and private businesses.
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Superstructure
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The facilities needed to serve the specific needs of tourists, such as hotels, restaurants, and attractions.
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Tourism Policy
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A master plan formulated by the gov. to aid in guiding the development of sustainable tourism industries within its juisdicition.
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Culture
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the practices of a society; its customary beliefs, ssocial roles, and material objects.
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Ecological Capacity
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The maximum level of users that an area can accommodate before ecological damage is incurred
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Ecotourist
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Leisure travelers who prefer to visit less popular, more primitive destinations.
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Host community
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The community that a tourist is visiting, including its economic, human, and gov. services resources that are all shared by residents with visitors.
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Physical carrying capacity
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The number of outsiders to an area that can be accpted without having damaging psychological effects on the locals of the area.
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Sustainable Tourism
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Tourism activities and development that do not endanger the economic, social, cultural, or environmental assets of a destination.
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