TTDM Key Terms

V.F.R

Visiting Friends and Relatives are the primary reasons for travel.

Tourist

It is the temporary short term (at least one night but not more than one year) movement of people to destinations outside places where they normally live and work, and their activities during their stay at these destinations.

Domestic Travel

Traveling within your home country.

Outbound Tourist

When a resident of a given country leaves that country to visit another one.

Inbound Tourist

When a non-resident or foreigner visits a given country

Leisure Travel

Travel for pleasure and enjoyment, not work related at all.

M.I.C.E.

Meetings, Incentives, Conferences, Exhibitions. This falls under the category of business travel.

M.E.D.C.

More economically developed countries. A very rich and developed country, which has: lots of money, low infant mortality rates, low death rate, high quality housing, generally free education and healthcare which is advanced, high GDP

L.E.D.C.

Less economically developed countries. A very undeveloped, poor country which has:very little money, high infant mortality rate, high death rate, low quality housing, generally quite high debt levels. low literacy levels and schooling is sparse and not advanced, low GDP

Business Travel

Travel done for the purpose of sales, training, and functions related to work.

Infrastructure

The basic physical and organizational structures and facilities (e.g., buildings, roads, and power supplies) needed for the operation of a society or enterprise.

Conveyances

Modes of travel; includes: Boats, horses, trains, motor vehicles, streetcars, and aircraft.

Seasonality

How demand fro travel and tourism products vary through the year depending on climatic conditions and the seasons. Also special events for certain times of the year such as Christians or Halloween are classed as seasonality because demand for certain activities can increase at these times of year.

Intangibility

When the service product cannot be easily evaluated or demonstrated in advance of its purchase. For example, a holiday to Barbados cannot be tested before it is booked.

Perishability

Travel and Tourism service products, unlike other products such as manufactured goods, cannot be stored for sale on future occasion.

G.D.P.

Gross Domestic Product- The total market value of all final goods and services produced annually in an economy WITHIN A COUNTRY'S BORDERS.

Money Rich, Time Poor

Have a well paid employment, and not a lot of leisure time.

Money and Time Rich

Have a well paid employment, and lots of leisure time.

Money and Time Poor

Have a badly paid employment, and not much leisure time.

Money Poor and Time Rich

Have a badly paid employment, and lots of leisure time.

E-Tourism

Digitalization of all processes and value chains in the tourism, travel, hospitality and catering industries; the analysis, design, implementation and application of IT and e-commerce solutions in the travel and tourism industry.

Niche Markets

Travel categories based on particular reasons or motivations for travel.

Travel Package

Package that includes trip arrangements for several segments of the hospitality industry, such as transportation, lodging, meals, and entertainment.

WTTO (World Travel and Tourism Organization)

An international organization of travel industry executives promoting travel and tourism worldwide.

Responsible Tourism

Tourism that recognizes that the impacts of tourism are very different in different places, and that some impacts will be more important that others. It tries to create better places for people to live in, and better places for tourists to visit.

NTOs (National Tourism Organizations)

Tourism board for each independent nation who: establish tourism policies, ensure infrastructure is adequate, maintain tourist attractions, provide tourist information centers, make tourism legislation, and regulations. (i.e. Visit Britain)

Horizontal Integration

Type of monopoly where a company buys out all of its competition.

Vertical Integration

Practice where a single entity controls the entire process of a product, from the raw materials to distribution.

Private Sector

these are privately owned businesses and their main concern is with generating a profit to pay dividends to owner/shareholders.

Public Sector

These are government funded organizations that provide a service to both the local and visiting populations. They will engage in activities that will help boost the image of their local area and the services which they supply.

Direct Employment

Jobs generated through the travel and tourism industry; for example hotels, restaurants, nightclubs, taxis, and souvenir sales

Triangular Relationship

The host population - the local people living in the destination. The agents of tourism development - the various public, private and voluntary organizations that are present in the destination. The tourists - who come to visit the destination.

Indirect Employment

Jobs generated through the supply of goods and services needed by tourism related businesses.

Disposable income

this is the income you have left after tax, for European countries the national insurance and pension contributions are deducted from the employee's salary.

Arrivals

the number of visitors to a destination.

Sustainable tourism

It is the tourism attempting to make a low impact on the environment and local culture, while helping to generate future employment for local people. The aim of sustainable tourism is to ensure that development brings a positive experience for local people, tourism companies and the tourists themselves.

The principles of sustainable destination management

It is about managing the visitor impact on a local destination's economy, social fabric and physical environment in a way which benefits everybody, residents, businesses, landowners and visitors alike, both now and in the future.

Loyal customer

A returning customer and/or guest who refer friends, family, and colleagues to an establishment.

Operational Standards

Specifies what is to be done or said by employees.

Competence standards

Designed to describe the action an individual employee needs to follow to perform a task competently. It specify the "how" a particular service task should be done.

External customers

The organization's customers who visit or use the organization because it can provide them with a service or product they need

Internal customers

Are members of staff within an organization or an organization's suppliers who contribute towards the service provided to external customers.

Baby Boomers

born 1944 - 1960, getting older and thinking younger, Like being treated as individuals not as a group as most prefer personalized treatment, Emphasis on health and fitness, Affluent, brand loyal, and more comfortable with traditional purchasing methods, Need good lighting, large clear text on written materials

Generation X

born 1960-1980, This group are technologically competent, independent and flexible, Like efficiency and directness, Often require answers to a barrage of questions, This group tends to be skeptical to the overselling of tourism products,

Generation Y

born 1980-2000, This group are sociable, goal-oriented and highly familiar with digital media, This group like quick solutions - not long explanations, Dislike being talked down to - they may be young but they know what they want

T.I.C.

Tourism Information Center

Benchmarking

It is the process of identifying best practice in relation to customer service delivery. The process involves looking outward (outside a particular business, organization, industry, region or country) to examine how others achieve their performance levels and to understand the processes they use.

Qualitative data

Information collected about customer opinions and attitudes - open ended questions

Quantitative data

Information that was collected from customers but tends to be numeric or statistical by nature - closed ended questions

Mystery Shoppers

Used to measure quality of service - identity not known by the establishment

accessibility

the relative ease with which a destination may be reached from some other place

climate

most common marketing theme used to sell a tourism area

culture

to be attractive, a destination's cultural should be radically different form visitor's home culture. Examples of cities that are popular in culture destination are Paris, Rome, and Sydney.

Example of Domestic Toruism

If an American travel inside the United States. (i.e. Someone from Florida visits Nevada.)

Example of Inbound Tourism

And visitor arriving from another country. If an Asian citizen is traveling to the U.S. they are inbound for the U.S.

Non-Profit

Travel and Tourism organizations whose main purpose is not to make profit. Some examples are trade associations like the National Hotel Association, Concierge Association, etc. These organizations keep funds with donations or annual fees from their members.

city

an inhabited place of greater size, population or importance than a town or a village, metropolitan centers of regions.

coastal destinations

Towns and villages that attract visitors because they are located on a coast. (i.e. Naples or St. Augustine)

countries as destinations

Where countries themselves are seen as the destination, not specific places within them. (i.e. Thailand or Kenya)

customer

anyone who has the right to ask or expect an employee to provide a service as part of their job role.

destination

any geographical area consisting of all the services and infrastructure necessary to support tourism

island destination

islands that are attractive to visitors with their exotic images of white beaches, where you can do activities such as snorkeling, paddle boarding and canoeing (i.e, Maldives or Bora Bora)

performance management

enables an employee and their line manager to review past performance, to assess current achievements and any specific training needs, as well as analyzing the employees potential for development or promotion.

product differentiation

individualizing mass market products to make them vary slightly from the competition's products so they can achieve product uniqueness which helps consumers make a choice between the slightly different options.

product line extension

the use of an established product brand name for a new item that is in the same product category (i.e. opening a new hotel branch in a new destination under the same hotel brand name)

segmentation

the process of dividing the market into different groups of people who all have different wants and needs, then designing and implementing strategies to target them.

social factors affecting tourism

aging population, leisure time, rising middle classes in the east, declining classes in the West, new family structures, and increasing awareness of health

town

a human settlement larger than a village but smaller than a city.

urban destination

places with a relatively high populations density, such as towns and cities

chartered flight

a flight where a tour operator or agent pre-books all of the seats on a flight for their customers so if there are not enough people to fill all of the seats, the flight may not go ahead. (i.e Executive Jet Management)

consular service providers

people who provide advice to citizens of their country who are planning to travel abroad by: replacing passports, giving loans to people who need them, helping out with visas

D.M.C

Destination Management Company. Companies who have a good knowledge of their local area so they can help tourists in the area with: transportation, accommodations, excursions, and overcoming language barriers

industry groups and trade associations

groups that are funded by businesses to handle public relations activities between countries through meetings, charity events, and networking

scheduled flights

flights that run to a published timetable and operate irrespective of whether there are enough passengers to make a profit (i.e. American Airlines or JetBlue)

beach resort

a resort based on the beach where the main amenities and activities for visitors are liked to the beach, such as water skiing or paddle boarding. (i.e. Sandals Resorts)

adventure tourism

a type of tourism where people travel to remote or exotic locations in order to take part in physically challenging outdoor activities, such as skiing, rock climbing, bungee jumping, sky diving, etc. Tourists are encouraged to step out of their comfort zones and to expect the unexpected. An example of this is zip lining in Costa Rica through jungle.

resort

a place where a high proportion of jobs and businesses are connected to tourism. Resorts have a range of accommodation and include a number of attractions and tourist facilities. An example is the Four Season Resort in Maldives.

cultural tourism

when tourists get to engage with countries religious culture, the lifestyle of the people, the history and art and architecture of the country, and other elements that help shape the way of life in that country. Some cultural facilities include museums and theaters. (i.e. Angkor Wat temple in Cambodia)

eco-tourism

tourism that is directed towards exotic, often threatened natural environments, often to support conservation efforts, to observe wildlife in their natural habitat, and to educate the traveler about sustainable development. It is low impact and small scale alternative to standard commercial mass tourism. (i.e. Staying in a tree house in Puerto Rico of Africa)

health and spa tourism

trips that are taken by tourists where the principle purpose is to improve their health and well-being. Tourists can take part in: physical fitness programs, spa treatments, health retreats, medical treatments like acupuncture, and natural beauty treatments ;like clay face masks.

Example of Integration

Integration is the growth of a travel and tourism organization. Take a travel agent as an example: Backwards = running a transportation company, Horizontal = merging with another travel agent/company, Forward = buying into accommodations such as hotels and resorts,

mass tourism

a form of tourism that involves a large number of tourists coming together in the same destination at the same time. (i.e. Coachella in California)

medical tourism

when people travel to a country other than their own to obtain medical treatment, which is usually either unavailable or illegal in their home country. Normally people travel from LEDC's to MEDC's to get their treatment because the healthcare is more advanced, but a recent trend has seen people traveling to LEDC's more now to get treatments for cheaper. Popular destinations include Malaysia for IVF or burn victim treatments.

package tourism

Simultaneous sale of at least two elements of a holiday to a traveler, such as flights and accommodation. (i.e. Someone staying in Ibiza for two weeks may book a package holiday as the could get discounts for things to do in that area)

religious tourism

when people travel either individually of in groups for pilgrimages, missionary expeditions, or for leisure purposes to visit holy cities and sights. The world's largest form of mass religious tourism is the annual Haji pilgrimage to Mecca in Saudi Arabia. Some of the most famous holy cities are" Vatican City, Mecca, and Jerusalem.

specialized tourism

where people go on trips in areas that are geared towards people with a particular interest. An exampled is many people go to the Lake District in the U.K. to go on hiking holidays.

sports tourism

when people travel to either participate in or view sport related activities. Examples include people who travel to watch the Olypmics, FIFA World Cup, or the Grand Prix. Sports tourism can also be considered when people travel to go hiking, skiing, or canoeing.

conferences

multi-day events having at lest 100 delegates attending the event for the purpose of exchanging information. Conferences are different from meetings by both their duration and number of people attending.

incentives

an action or reward that motivates one to act a certain way (i.e. Book now and get 20% off, or if you earn 5 positive guest comments you get a $15 gift card)

tourism classification

domestic, outbound, and inbound (P.S. depends on where the traveler is leaving from and where are going to)

tour operator

a company that makes arrangements for travel and places to stay, often selling these together as package holidays. They are considered "product builders". They produce a new product by combining or packaging the basic products or components offered by primary suppliers. (think about the chain of distribution)

travel agent

can be viewed as information brokers, providing the consumer with relevant information and booking facilities.

V.I.C.E.

Visitor, Industry, Community, Environment. Model of destination management to achieve balance between a prosperous tourism industry which sustain jobs and the local economy and the environmental and social pressures from an increased number of visitors which could undermine the quality of life and resources on which the industry itself depends

observation

method of performance management to determine if employees are completing tasks and responsibility in an effective and efficient manner

survey

method of research that can give insight to a customer's experience or an employee's requests.

suggestion box

A secure box often put in an employee lunchroom or other prominent place. Employees can write their thoughts on cards and place them in the box for collection and review by managers. Can also be used for external customers

Visitor attractions

dynamic component of travel and tourism industry, draw visitors to a destination by providing opportunities for relaxation, amusement, entertainment, or education. Visitor attractions are classified as natural or built.

Natural Visitor Attraction

any attraction created by nature without the assistance of humans. Examples are mountains, forests, coastlines, lakes/waterways, and landscape features.

Built Visitor Attraction

any attraction created by humans. Examples are theme parks, museums, heritage centers, sports facilities, family entertainment centers, cinemas, cultural attractions, animals parks, historic sites, shopping centers.

FAM Trip

FAM stands for "familiarization trip" and it is a trip exclusively for travel agents (and sometimes their guests) that are provided by suppliers or travel operators. (Think about a new destination hotel and the royal treatment).