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

 

S

Safety of Life at Sea (SOLAS) Convention The convention that sets safety standards for cruise ships.

sales incentive An incentive travel program that combines a vacation with scheduled business meetings.

sales team A group of knowledgeable professionals who engage in selling to and servicing customers.

same-day visitors Persons who travel to a destination and do not stay overnight.

satellite conference Conference in which program content and interaction is communicated via satellite.

satellite ticket printer (STP) A machine that allows travel agents to deliver tickets electronically to a client's premises.

scheduled airline An airline that offers regular flights that are scheduled to depart and arrived at certain times.

search engine A common Internet search tool that uses programs or intelligent agents, called "bots," to search for pages they index according to specific parameters.

secondary developers Developers who build projects to supplement the initial development at a destination.

secondary items Travel components such as medical insurance and trip cancellation insurance.

secondary research Market research based on information that has been collected and processed.

selling The marketing functions that encourage consumers to purchase goods and services.

seminar An informal meeting in which participants hold discussions under the supervision of a leader.

service The act of helping individuals or fixing something; tends toward being intangible, cannot be inventoried, is time and place dependent, always involves the customer, has affective and emotional content, and depends on the spatial proximity of the service provider and customer.

service charge Charges to customers made by travel agencies to cover their expenses.

service continuum A range of service offerings from tangible to the intangible, good-dominant to service-dominant.

service dominated Service that has intangible characteristics.

service failure When service does not meet customer expectations.

service guarantee Promise that the service will meet a specific standard and if it doesn't the customer will be compensated (e.g. two-minute check-in, morning paper delivered by 7:00 A.M.).

service provider A firm that creates and delivers an experience to consumers.

service quality The customer's global evaluation of a service offering built up from a series of evaluated experiences; an attribute in consumer's choice processes; a way of achieving success among competing services.

servicescape The physical surroundings where service encounters take place; where the perception of the service encounter is influenced by the interaction of physical environmental dimensions, customers' and employees' internal response moderators and internal responses and the behaviour of customers and employees.

servuction model A model that shows the different elements of the service experience and how the service experience creates benefit to the consumer.

shotgun approach In advertising, the practice of using a broad range of media to generate interest in a product or service.

single-city tour An in-depth tour of an individual city that offers travellers the opportunity to experience that city's culture.

single-country tour A tour of a single country that gives travellers an in-depth view of that country.

single-entity charter A private charter that is paid for in full by a single source.

single supplement Hotel accommodations for a single person in a private room.

site-destination selection company A company that investigates and suggests potential meeting sites to suit corporate or association needs.

SMEs Small and medium sized enterprises.

soft adventure Adventure providers whose operators offer specialized services for the physically challenged, young children, or elderly, and generally cater to the needs of the vacationer.

spatial layout The configuration of walls, furniture, fixtures, and equipment in a space.

special event A large-scale, once-in-a-lifetime show.

special-interest group tour A tour for clubs, societies, and organizations whose members share a common interest.

special interest tourism Tourism activities targeted at a market segment with specific interests, such as golf, heritage, etc.

specialty channeller An intermediary, such as an incentive travel company, a meeting/convention planner, or a travel club, that organizes specific kinds of tour packages.

specialty restaurants Restaurants that offer a menu limited to particular specialties, such as seafood or hamburgers.

specific guarantees Guarantee that applies only to specific steps or outputs; most easily applied to quantitative results (e.g. two-minute check-in).

spectator sports Sports that play out before an audience.

sponsor Agencies, companies, or individuals who provide money, services, or other support to events and organizations in return for specific benefits.

sponsorship The process of providing support and resources to events and organizations in exchange for specified benefits or performance; a means of promoting established products and introducing new ones as well as advertising or providing charity.

sports tourism Tourism based on consumers participating in sports or as spectators.

stabilizers A feature on a ship that minimizes the effects of the ship's side-to-side roll.

standard A full-size car.

stay-over Guests who spend more than one night at an accommodation facility and need their room scheduled for a make-up daily.

steerage The lowest class of accommodations on board a passenger ship.

stewardship ethic The moral principle that one manages property effectively because it will be beneficial.

stopover An interruption to a trip lasting 12 or more hours.

strategic alliances Airlines, based in various countries, offering seamless worldwide air travel together through service agreements.

strategic or long-range planning A five year or longer plan that determines an organization's major objectives, policies, and strategies, and assesses changes, challenges, opportunities, and options for development.

subcategories of foodservice The systems within foodservice such as: production and service, administration marketing and sales, human resource management, materials management, and engineering and maintenance.

subcompact A very small car.

subway A rail transportation system that provides local rapid-transit passenger service either wholly or partially underground.

sunspot stayput tour The most prominent tour product purchased by Canadians. Typically it includes return airfare to a southern destination and a one week's resort accommodation.

superstructure All the buildings and structures, such as hotels, restaurants, shops, and convention centres, that are built at a tourist destination.

supplemental airline An airline that offers charter flights and other nonscheduled flights. Also called charter airline.
survey A research technique used to generate data by asking people questions and recording their responses. They can be conducted by mail, e-mail, telephone, or face to face.

sustainable development Development that is environmentally responsible, through "greening practices", and does not create hazards for residents, increase air, soil, and water pollution, destroy wetlands, or create erosion.

sustainable tourism Tourism that impacts the environment positively and embraces "green management practices"; meets the needs of existing tourists and host regions while protecting and enhancing opportunities for the future; an issue for tourists from the local to the international level.
symposium A formal meeting arranged to discuss a specific issue.




T

table d'hô te A set three-course meal at a fixed price.

tactical or short-range planning A management plan that is developed for less than one year and details what lower levels of management and employees must do in order to reach an organization's strategic goals.

tangible clues Signs that can be seen and touched.

tangible service/product A service or product that can be held, touched, or seen.

target market One or more specific groups of potential consumers toward which an organization directs its marketing program.

tariff A schedule of fares charged by transportation companies.

taxiway A lane where airplanes travel from the apron to the runway or from the runway to the hangar.

telecommunications Using the telephone system to communicate via fax and telephone.

teleconferencing A way of holding a meeting at several locations simultaneously using advanced communications technology that enables participants to see and hear each other.

teleticketing The issuing of airline tickets by a machine linked to an airline computer reservation system.

tender A small boat that carries cruise passengers between ship and shore. Also known as a lighter.

theme meeting Meeting customized towards themes that enhance social and team-building dimensions by drawing upon the cultural and recreational opportunities of the area.

theme park A park with hundreds of acres developed to replicate a setting or be an artistic interpretation of a "theme" that provides entertainment and recreation and requires hundreds of employees to run the operation.

TIAC Tourism Industry Association of Canada

Total Quality Management A process designed to focus on customer expectations, prevent problems, build commitment to quality in the workforce and promote open decision making.

tour conductor See tour manager.

tour escort See "tour manager."

tour guide The leader of a guided tour who possesses in-depth knowledge of an area's attractions.

tourism The set of activities of a person travelling to a place outside his or her usual environment for at least one night and for less than 12 months, and whose main purpose of travel is other than the exercise of an activity remunerated from within the place visited.

tourism destination components Natural resources, infrastructure, superstructure, transportation systems, and the hospitality of the hosts are the necessary component of tourism destinations.

tourism education councils A network of groups organized in each province under the CTHRC to co-ordinate training for human resource development.

tourism multiplier A formula used to determine the total income generated from money spent by tourists.

tourism professional A person who has received the specialized training needed to work in the tourism industry.

tourism services Services such as research, education, training, marketing, and retail that support and promote tourism.

tourist An individual who travels to places outside his or her usual environments for at least one night and for less than 12 months and whose trip purpose is other than the exercise of an activity remunerated from within the place visited.

tour manager A person who oversees an escorted tour to make sure everything runs smoothly.

tour operator A company that contracts with hotels, transportation companies, and other suppliers to create a tour package and then sells that package directly to the consumer.

tour organizer A person who may have little travel expertise and who works with a travel agency and tour operator to organize a specialized tour.

tour wholesaler A company that contracts with hotels, transportation companies, and other suppliers to create a tour package and then sells that package to the consumer through a retail travel agency.

trade show A meeting that features freestanding vendor displays and booths. Also known as a trade fair.

train à grande vitesse (TGV) The high-speed train in France. It has a cruising speed of 260 kilometres per hour and is one of the fastest trains in Europe.

training Instruction and skills development to enhance competency.

transactional An arrangement whereby two parties agree to exchange goods or services.

transfer Any change in transportation in the course of a journey. travel clubs Clubs that offer unsold travel products to members.

travel counsellor A front-line worker who provides services to individuals and groups regarding travel destinations, transportation, accommodation, and costs; makes reservations, sells tickets, packaged tours, and insurance; promotes particular tour packages and other travel services; provides tips regarding attractions, foreign currency, customs, languages, and travel safety. A travel counsellor may specialize in product areas such as cruises, group travel, or adventure travel. Also known as a "travel agent."

traveller Any person on a trip anywhere, whatever that trip's length or purpose.

travel management services Services offered by a corporate travel agency to help a client control and monitor its business travel costs.

travel mart A trade show that promotes travel services and destinations.

travel motivators Nine motivators influence travellers: recreation, culture, nature, education, events, health, religion, friends and relatives, business.

travel policy The guidelines established by an organization to co-ordinate travel by employees and control costs.

triple A hotel room that is shared by three people.

trolley A streetcar that runs on electricity.

TTRA Travel and Tourism Research Association.

two-city tour A tour of two cities, either in the same country or in different countries.



U

unconditional guarantees A promise of complete customer satisfaction, and, at a minimum, a full refund or, no-cost resolution of the problem.

unit In the hospitality industry, a guest bedroom or suite.

unlimited kilometres A car rental plan that allows clients to drive a rental car as far as they want for a flat fee within the allotted rental period.

unrestricted airfare A more expensive fare that allows a passenger to board any plane going to his or her destination that has an available seat.

urban bus A bus that operates over short distances within a city.