aice trvl n trsm 1.4-1.6

biodiversity

the variety of animal and plant life in a place

profit

the money a travel and tourism organization makes after playing costs and taxes

multiplier effect

how money spent by tourists in a destination circulates through the local economy; for example, money spent in a hotel will help pay staff who work there, who in turn spend the same money in local shops and restaurants

leakage

when money from travel and tourism has come into a country and then leaves (or ‘leaks’ from) it, instead of staying in the local economy

UNESCO

united nations educational, scientific, and cultural organization. UNESCO seeks to encourage the identification, protection, and perservation of cultural and natural heritage around the world considered to be of outstanding value to humanity

publicity

attention that is given to something by the media. in marketing terms, this has been extended to include any form of distributing information about a product, person, or company for advertising or promotional purposes

eco-resort

a place that ecotourists visit on holiday, to relax, and sometimes to take part in conservation activities. eco-resorts provide eco-friendly accomodation, such as eco-lodges and eco-hotels

promotion

any activity that creates interest in a customer or a potential customer

eco-tour

a holiday to visit the natural environment while causing no damage

ethical tourism

managing tourism provision with the intention of doing so sustainably or, from a tourist perspective, visiting destinations with the intention of being a responsible tourist

local authority

government-funded organization that provides a service to both the local and visiting populations

external customers

customers who use the products and services of a travel and tourism business and are not members of staff or otherwise part business

internal customer

a person within a travel and tourism organization who recieves customer service from the organization

working environment

a person’s surroundings at work

job satisfaction

feeling fulfilled by carrying out a work role

repeat business

external customers returning to visit or use a travel and tourism organizations again

turnover

the amount of money a ravel and tourism organization gains by providing products and services to external customers. turnover is different from profit, which is the money made afer paying costs and taxes. turnover is also known as total sales or total revenue

performance management

reviewing and improving how well staff members deliver customer service

appraisal

on ongoing perfomance management dialogue between a staff member and supervisor or manager. appraisal dialogue review and try to improve how well staff members deliver customer service

ratings

grades or marks awarded to travel and tourism providers, for example, an accomodation or restaurant star-rating system awarded by naional or local tourism organization. previous visitors to tourism providers can also informally ‘rate’ their experience through social media or travel review websites such TripAdvisor

market research

investigating and gathering information about customer needs, wants, and demand for travel and tourism products and services

survey

a market research technique. customers answer pre-set questions. responses are used to analyze customer needs, wants, and demand for products and services

mystery shopper

a market researcher acting as a customer. mystery shoppers observe, experience and report customer service

focus group

a small group of people discussing or being interviewed about different opinions