Glossary

A B C D E F G H I J K L M N O P Q R S T U V X Y Z

 

A

ACCESS The ACTA and CITC Canadian Educational Standards System

Accessibility A feature or service that meets the needs of seniors and the physically challenged.

Accessible Barrier-free for people with a permanent or temporary auditory, visual, or ambulatory disability.

accommodation facility management system A hotel operations system composed of five subsystems: the building, accommodation services, human resource management, materials management, and front office administration.

accommodation foodservice A food service offered by hotels, such as restaurants, room service, mini-bars, meeting and event catering, and lounge and bar services.

accommodation package A combination of lodging, foodservice and other amenities for a fixed price at a facility, or in partnership with other operators who provide services that might otherwise be difficult to acquire, or that provide value-added features.

accommodation terminology Terms used to describe processes and services provided in accommodation facilities. See the list in Chapter 10.

accreditation The process of providing credentials and approval of the standard of practice performed by an individual or an organization.

ACTA Association of Canadian Travel Agencies

adventure tourism Tourism that provides opportunities for physical exertion through hard and soft activities. It may, but not always, embrace ecotourism practices.

advertising Any paid form of nonpersonal communication about an organization, good, service, or idea by an identified sponsor.

affiliations Uniting with other organizations to do business without losing individual identity.

affinity charter Private charter sold through an organization to which the traveller belongs.

agreement A written or implied statement accepting certain conditions, such as regulatory commercial air services between countries.

airline deregulation A major easing of government control (entry, exit, fares, service). This is the United States experience.

airline regulatory reform A moderate easing of government control (entry, exit, fares, service). This is the Canadian experience.

airport hotel A hotel in the vicinity of an airport , usually serving the business traveller.

airport limousine A privately operated bus, van, or extended car that provides service between airports and facilities in city centres.

à la carte A meal choice from a complete menu, regardless of price.

all-inclusive package A vacation package in which the traveller pays one price that covers almost all trip expenses, including transportation, accommodations, meals, and sightseeing.

all-suite hotel A type of hotel offering units that include a living room, kitchen and bedroom.

American plan (AP) A hotel rate that includes the room and continental or full breakfast, lunch, and dinner.

amusement park A park that provides entertainment such as rides, shows, and food and beverage services as a commercial enterprise.

aquarium A facility that has various types of fish and sea animals displayed in tanks and may provide opportunities to observe performances of trained animals.

Area Settlement Plan (ASP) A system whereby a specific bank handles all the transactions involved in the sale of airline tickets by travel agents.

area tour A tour that spends a limited amount of time in several countries.assisted living centres Facilities that provide food service, accommodation, and programs for full-time guests, usually on a for-profit basis.

association executives A full-time professional administrator who is employed by an association and is responsible for planning and promoting annual conventions and association meetings.

association market The meeting and conference market comprised of professional and fraternal associations that hold local, regional, national, and international meetings on a regular basis, (e.g., weekly to annually).

at-risk capacity This situation develops when tour operators sign contracts with suppliers; they need to sell supply to tourists.

atrium The main lobby of a hotel, several stories high, with patterned off Roman architecture. It was instituted by John Portman as a way to bring the outside into North American hotels where both warm and cold climates need to be controlled.

attraction A natural or constructed feature that attracts tourists.

attraction response The number of tourists who seek out a natural or constructed attraction.

authentic tourism Tourism products designed for the "new tourist" offering real experiences of a cultural, educational, or spiritual nature.

automated ticketing machine (ATM) A self-service machine that provides customers with flight information, reservations, tickets, and boarding passes.




B

back office system A computer information management system used for behind-the-scenes business operations.

back of the house The support areas behind the scenes in lodging facilities, including materials management, housekeeping, laundry, engineering, purchasing, receiving, storage, and foodservice preparation areas, in a lodging facility or elsewhere.

banner ads Ads on a website, usually containing a company or product name or some type of promotional offer; online consumers can access company's marketing or corporate website by clicking.

banqueting The catering process provided by hotel catering departments for meals served to groups.

bed-and-breakfast Lodging that provides a room, full breakfast, and a shared bathroom.

berth Sleeping accommodations that are either double beds, twin beds, or bunk bed arrangements on trains or ships.

bias The preferential display on a CRS of host carrier flight schedules.

Billing and Settlement Plan Canada (BSP) A streamlined and automated method of payment by travel agencies to airlines developed by the IATA.

boutique travel agency An agency that develops customer relationship management with its clientele, develops knowledge of client, and provides specialized service.

brand Any word, "device" (design, sound, shape, or colour) , or combination of these, used to distinguish a seller's goods or services from those of the seller's competitors.

BritRail pass A pass used for train travel in Great Britain.

bundle of benefits The benefits received from a collection of services, tangible and intangible, from many sources, such as the front and back of the house in hospitality operations that create a service experience; a service experience resulting from interactive processes between service providers and customers as well as between customers.

business centres Facilities developed to support business communications, utilized by business travellers who are away from home base, or businesses that require services not available on site.

business class A level of service that provides additional comfort and convenience greater than an airline's basic level of service; targeted at individuals travelling for work purposes.

business to business (B2B) Electronic transactions between one business and another.

business to consumer (B2C) Electronic transactions between a business and a consumer.

business travel department (BTD) The department in a corporation that handles travel arrangements for the corporation's employees.

business travellers Persons who take trips to a place or places outside their home communities for any purpose other than commuting to and from work.



C

CAAT Canadian Academy of Travel and Tourism

Canada Select Accommodations Rating Program A program in which properties voluntarily participate that rates the quality of the physical facilities and services offered.

Canrailpass A VIA Rail fare that allows unlimited travel throughout Canada for a fixed period of time.

capacity The number of people that can be seated or accommodated in a space or facility; the number of seats on a bus, train or aircraft multiplied by the number of trips each makes.

cargo terminal A separate building at an airport for freight, mail, packages.

carnival An event with amusements such as entertainment, a parade or competitions in celebration of an event, person, or date.

carrying capacity The maximum number of people who can use a tourism destination with only "acceptable alteration" to the physical environment and with only "acceptable decline" in the quality of experience gained by subsequent visitors.

case studies The study of actual events or conditions, at a point in time or over a longer period, and their interrelationships in the context where they occur.

catalytic development Occurs when a single developer, such as Intrawest, encourages a series of complementary development projects to occur in and around a development project.


categories of events The seven types of planned, public events that are found in most communities: cultural celebrations, art and entertainment, business/trade, sport competitions, educational and scientific, recreational, political/state, private events.

catering Part of the food and beverage division of a hotel that is responsible for arranging and planning food and beverage services for meetings and events booked by the sales department; food and beverage services provided by companies that specialize in on- and off-site foodservice for groups on a daily basis or at meetings and events.

catering services The services required to feed people at special events, ranging from a dinner party for two to a picnic for thousands. These services can take place on-premise and off-premise, on the ground, in the air, or on the sea. It involves planning and preparing the food, setting up, serving the guests, and cleaning up.

centralized development A major development that requires infrastructure. It is the keystone to community/regional development and serves as a catalyst for future development.

Central Reservation System (CRS) A communications system that allows guests to contact a call centre to receive a room at any property in the system.

certification A process that involves a trained evaluation of skills and the passing of an exam that tests the individual's knowledge and attitude about the job.


chain Two or more operations under the same name.


charter (1) To hire an airplane, bus, or ship for group travel, usually at lower rates than regularly scheduled transportation. (2) The purchase of the use of transportation equipment at a cut price.

charter airline See supplemental airline.

charter operators Employees who obtain airplane seats, hotel rooms, car rentals, and other travel products to sell to tour operators or the public.


charter tour A tour taken by a club, organization, or other preformed group.

check out The process of guests paying their accounts and notifying the front desk they have vacated their rooms, face-to-face or via a computer system that provides express checkout.

CHRIE Council of Hotel, Restaurant, and Institutional Education


circle trip A type of round-trip journey in which the return journey differs from the outbound journey in terms of routing or class of service.


circus Usually a travelling company of performers, animals, etc.; a circular enclave for performances; the performance itself.

CITC Canadian Institute of Travel Counsellors


city package tour A motorcoach tour to a single city destination that may include accommodation, meals, sightseeing.

clinic A small group session of drills and instructions in specific skills.

coattail development Developments that evolve near existing natural and cultural attractions like national parks and historic sites; usually happens without a plan.

code of ethics Standards based upon moral principles and values that identify the conduct that is expected of professionals in respect to integrity, competence, conformity to standards of practice, loyalty, fairness, concern for negative impact, and confidentiality.

code sharing An agreement between a major airline and a small regional airline, under which the small airline flies under the larger company's code.

co-host A company that does not own its CRS but instead shares a database with a host vendor.

commercial foodservice Foodservice operations that compete for customers in the open market; operation's primary business is food and beverage service.

commercialized public recreation Activities that refresh and strengthen people's spirit after work. They are available by membership or admission fee through government and not-for-profit subsidized facilities.

commercial leisure services subsystem All the leisure services that are provided by organizations in business to make a profit.

commission The percentage of a selling price paid to a retailer by a supplier.


common carrier A privately owned air carrier that offers public transportation of passengers, cargo, and mail.


common theme A focus for a development that encourages events and permanent attractions supporting the theme to be included.


communications The processes used in conveying messages to inform, educate, persuade, and remind internal and external customers about an organization's services and operations.

communications mix All the methods organizations use to communicate with various constituencies and markets, including advertising, sales promotion, public relations, and sponsorship.

community involvement A necessary component throughout the life cycle of a development that ensures compatibility with community interests and a balance among the interests of different groups.

compact An average-size car.


competition The set of alternative firms that could provide a product or service to satisfy a specific market's needs.

Computer Reservation System (CRS) A computer system that provides information on schedules, availability, fares or rates, and permits reservations agents to make reservations and
produce itineraries and tickets or vouchers.

concierge A hotel employee who handles restaurant and tour reservations, travel arrangements, and other details for hotel guests.


conference A large meeting convened to deal with a specific problem or development.


conference appointment system A system whereby regulation bodies formulate standards for acceptance of new travel agencies and discipline existing agencies.

conference centre A facility that caters to group gatherings and provides support services for meetings and recreation; has guest rooms and often is in a remote or resort type setting.

configuration An airplane seating arrangement; a foodservice space plan.

confirmed reservation A reservation that has been made but not guaranteed by a credit card; it will likely expire by a set time but will be treated as guaranteed until then.


congress An international gathering, similar to a conference.
consortium A group of independent firms that band together to pool financial and company resources.


constraints on leisure Deterrants that prevent a person from engaging in a leisure activity (e.g., limited money, lack of transportation and/or companions).

constructed attraction An attraction that is man-made, such as a Niagara winery and the Confederation Bridge.


consultant A person who gives expert advice based upon experience and research.


consumer protection Regulation/legislation to provide compensation to tourists while on package tours with insolvent/bankrupt tour suppliers.


consumer show Exhibitions that are open to the public, such as home shows or boat shows, where a small admission fee is usually charged.


contact personnel The public faces of a service firm, the employees who regularly come face-to-face with customers, the people who provide customer satisfaction and are the source of product differentiation.

controls Processes that establish standards of performance, measure current performance against expected performance, and respond to variances-specifically the financial dealings of an organization.

control tower A tower from which air traffic controllers direct planes in the air and on the ground.


convention A meeting involving a general group session followed by committee meetings in breakout rooms.


convention and visitors' bureau An organization that promotes travel to the city it represents and assists in servicing conventions and trade shows held in the city.


convention centre A facility that caters to large groups, meetings and trade shows, usually in the downtown area of major cities.

convention hotel A hotel that caters to large group gatherings.


convention tour A tour for members of an association or group attending such events as conventions, trade shows, or conferences.


co-op advertising Advertising that promotes and is sponsored by two or more companies.

cooperative A group of independent travel agencies formed temporarily out of a joint interest in promoting a product or event.


corporate discounts Reduced rates given to companies who have a high volume of business with the service provider (e.g., hotel, airline).


corporate market The market segment comprised of top-level management from both business and nonprofit operations.


corporate meeting planners Meeting planners who specialize in meetings for upper-level corporate management as opposed to association, scientific or incentive meetings.

corporate-owned chain A type of retail ownership in which a single firm owns multiple outlets.

corporate rate A reduced room rate that hotels offer to employees of large companies.

corporate rebate An arrangement whereby money is returned to a company based upon the volume of business they conduct with another company.

corporate travel agency A travel agency, or out plant office, that specializes in making arrangements for corporate and government accounts.

corporate website A website designated to accommodate interactive communication initiated by a company's employees, investors, suppliers, and customers.

cost centre Departments within an operation such as marketing, accounting, maintenance, or housekeeping, that incur expenses as they provide support services to enhance the operation and ensure customer satisfaction.

couchette A sleeping bunk in a second-class train compartment.


CP Continental Plan A hotel room that includes a continental breakfast; usually includes a breakfast of coffee, juice, donuts, and rolls in a self-serve style near the lobby or in a special room.

CRFA Canadian Restaurant and Foodservice Association.


critical incident analysis A research methodology that includes explicitly identifying and considering events and behaviours that are complete enough to permit inferences and predictions to be made about people's activity within a specified situation.

cross-adoption A process by which local residents adopt tourists' values and tourists adopt values of the countries that they visit.


crowding The perception, emotional and psychological, of there being too many people in a space, causes stress through a sense of lacking of control.

cruise/rail package A tour package that combines travel by rail and cruise ship.

CTC Canadian Tourism Commission


CTHRC Canadian Tourism and Human Resource Council

CTRI Canadian Tourism Research Institute


cultural integrity Music, architecture, food, art, folklore, religion that genuinely reflects that of a specific culture.

cultural tourism Tourism based on festivals, carnivals, religious events, parades and heritage celebrations of all kinds including re-enactments; all aspects of travel whereby people learn about each other's ways of life and thought; a means of promoting cultural relations and international cooperation.

customer loyalty system Interrelated actions taken to make sure customers return again and again; combination of three parts-service satisfaction system, the service recovery system, and the customer retention and quality system.

customer recovery Doing what it takes to rectify a mistake or poor service after it is identified.

customer retention Actions taken to provide service that encourages customers to return. Examples include creating customer satisfaction, instituting service recovery, and client loyalty programs.

customer satisfaction The ability of a service operation to meet or exceed customers' expectations in each and every service experience.


customs The government regulation of goods entering and leaving a country.