Accommodation capacity: The measure of accommodation stock at a defined destination. May be given by various different measures: e.g.

number of establishments; number of main units within an establishment (e.g. rooms, caravan stances); ca acity in terms of residents (e.g. beds aces). Accounting period: !ormally one year, the eriod for which accounts are drawn u Accreditation: " rocedure to establish if a tourism business meets certain standards of management and o eration. add-on: any com onent of a ackage tour that is not included in the ackage rice Advanced ecotourism: " level of accreditation consisting of all core criteria as well as some of the advanced certification criteria. adventure tour: a tour designed around an adventurous activity such as rafting or hiking Adventure tourism: " form of tourism in natural areas that incor orates an element of risk, higher levels of hysical e#ertion, and the need for s ecialised skills. affinity group: a grou sharing a common interest, usually from an organi$ation. %ee also re& formed grou . after-departure charge: e# enses such as tele hone charges that do not a ear on a guest's account at check out. agent: one who acts or has the ower to act as the re resentative of another. Most fre(uently in travel anyone other than a rinci al, such as a retail travel agent, receiving agent, ticket agent, local o erator or wholesaler (usage uncommon in !o. "merica) air sea: a cruise)travel rogram which includes both air)sea arrangements. *ften combined with local hotel arrangements for re) ost stays airline classes of service: variety of terms used to e# ress a articular ty e of aircraft cabin service. +lasses vary with ty es of com artments, seating comfort, and amenities, with variation between domestic and international flights, and denoted by a fare code on the ticket. airline fare: rice charged for an airline ticket. %ome of the categories are as follows: advance urchase e#cursion (",-.): heavily discounted e#cursion fare available on many international routes. /eservations and ayment will be re(uired well in advance of de arture, with varying enali$es for cancellation; e#cursion: individual fares that re(uire a round&tri within time limits, discounted from coach fare, limited availability; grou : discounts from regular fares for grou s; and regular or normal: any unrestricted fare. airline reporting conference (ARC): a consortium of airline com anies, who by agreement, rovide a method of a roving authori$ed agency locations for the sale of trans ortation and cost& effective rocedures for rocessing records and funds to carriers. !ot all airlines are "/+ com anies. All-inclusive: " form of ackage holiday where the ma0ority of services offered at the destination are included in the rice aid rior to de arture (e.g. refreshments, e#cursions, amenities, gratuities, etc). Allocentric: *f a minority of tourists: adventurous, outgoing, self&confident, inde endent, needing little tourist infrastructure. -n0oys high contact with locals. Alternative tourism: 1n essence, tourism activities or develo ment that are viewed as non& traditional. 1t is often defined in o osition to large&scale mass tourism to re resent small&scale sustainable tourism develo ments. "T is also resented as an 2ideal ty e2, that is, an im roved model of tourism develo ment that redresses the ills of traditional, mass tourism American plan: ty e of rate that includes the rice of the hotel room, breakfast, lunch and dinner. ", is the common abbreviation. %ee also room rates. Antifoul: a lied to shi 's hull to revent encrusting of barnacles, seaweed, and other marine organisms. Artefact: "n ob0ect; an item of material culture. Assets: %omething of value that will rovide future benefit or utility, can be used to generate revenue. 3sually owned, so sim ly described as 2things we own2. association executive: " full&time rofessional administrator who is em loyed by an association and is res onsible for lanning and romoting annual conventions and association meetings. attraction: a lace, event, building or area which tourists want to visit 1

 attraction: a natural or man&made facility, location, or activity which offers items of s ecific interest to tourists. Auditing: " rocess to measure and verify the ractices of a business. average room rate: the total guest room revenue for a given eriod divided by the number of rooms occu ied for the same eriod. %ince it can be related to investment, this statistic is fre(uently used as a measure of economic feasibility. back to back: term used to describe tours o erating on a consistent, continuing basis, usually without time between. Backpacker: " visitor, for the ur ose of a holiday or s ecial event, who stays in a back ackers lodge)hostel. bed and breakfast: (4 5 4) overnight accommodations usually in a rivate home or boarding house, with a full "merican&style or continental breakfast included in the rate, often without rivate bath facilities Benchmarking: Measuring erformance against that of best in class com anies, determining how the best&in&class achieve those erformance levels and using this information as a basis for your own com any2s targets, strategies and im lementation (,ryor, 6787). Benchmarking: ,rocess of com aring erformance and activities among similar organi$ations either against an agreed standard or against those that are recogni$ed as being among the best Benchmarks: ,oints of reference or com arison, which may include standards, critical success factors, indicators, metrics. Best ractice: * erational standards considered the most effective and efficient means of achieving desired outcomes. bias: referential dis lay on a reservations com uter of a host carrier flight schedule. biodiversity: a variety of wildlife in an area Biological diversity (biodiversity): The variety of life forms and genes they contain, and the ecosystems they form. 4iodiversity is usually considered at four levels; genetic diversity, s ecies diversity, community diversity, and ecosystem diversity. block: a number of rooms, seats, or s ace reserved in advance, usually by wholesalers, tour o erators, or rece tive o erators who intend to sell them as com onents of tour ackages. bonding: the guarantee of rotection for a su lier or consumer. 1n the travel industry, certain bonding rograms are mandatory. The "/+ insists that travel agents be bonded to rotect the airlines against defaults. ,rofessional o erators and agents buy bonds voluntarily to rotect their clients. booking form: a document which tour urchasers must com lete which gives the o erator full articulars about who is buying the tour. 1t states e#actly what is being urchased, ( including o tions) and must be signed as acknowledgment that the liability clause has been read and understood. bulk fare: fare available only to tour organi$ers or o erators who urchase a s ecified block of seats from a carrier at a low, non&commissionable rice and then have the res onsibility of selling the seats, including a commission in their marked&u rice. Bureaucracy: "n organisation ty ified by formal rocesses, standardisation, hierarchic rocedures, and written communication business plan: an action lan that entre reneurs draw u for the ur ose of starting a business; a guide to running one2s business Business !ravel or Business "vents: Travel for commercial rather than leisure ur oses. 4usiness travel is sometimes used as a cover&all to include what are sometimes referred to as the 9M1+-: markets ; meetings, incentives, conferences and e#hibitions Business travel: Travel for a ur ose and to a destination determined by a business, and where all costs are met by that business. Business !ravel: Travel of 6: <=> days duration for the ur ose of attending a convention or training, conducting official)government or rivate business. cafeteria: a food&service o eration of a limited menu, in which customers carry their own trays to seating

 Capacity management: " rocess that seeks to ensure that their organisations o erate at o timum ca acity whilst maintaining customer satisfaction levels. Capital expenditure: The cost of long&term assets; such as com uter e(ui ment, vehicles and remises. 1m ortantly these are bought to use over several years and not to resell. carrier: trans ortation com any such as an airline, motorcoach, cruise line, or railroad which carries assengers and)or cargo carrying ca acity: the amount of tourism a destination can handle. Carrying capacity: The amount of visitor activity that a site or destination can sustain. Carrying-capacity analysis: *riginally a term a lied in ecology referring to the ma#imum number of animals of a given s ecies that a articular habitat could su ort. 1n the conte#t of tourism, it refers to the ma#imum number of tourists a destination can su ort. cash flo#: monies available to meet the com any's daily o erating e# enses, as o osed to e(uity, accounts receivable, or other credits not immediately accessible Certified !our rofessional: +T,: a designation conferred u on tour rofessionals who have com leted a rescribed course of academic study, rofessional service, tour em loyment and evaluation re(uirements. 1t is administered by the !ational Tour "ssociation. Certified !ravel Counselor: +T+: a designation attesting to rofessional com etence as a travel agent. 1t is conferred u on travel rofessional with five or more years of industry e# erience who com lete a two year, graduate&level travel management rogram administered by the 1nstitute of +ertified Travel "gents. Chain of distribution: The means by which roducts ( ackage holidays in this instance) are distributed from roducers ( rinci als) to consumers (tourists), often via wholesalers and retailers (tour o erators and travel agents). charter operations: (6) term referring the trans ortation of re&formed grou s which have the e#clusive use of the vehicle. (?) "n o erator authori$ed to arrange trans ortation, however, is not limited to dealing with re&formed grou s, but can itself form the tour grou . Charter: " legal contract between an owner and an organisation for the hire of a means of trans ort for a articular ur ose. "n individual traveller will use an intermediary to arrange to be carried on the trans ort. *ften a lied to a flight which is the result of a charter. charter: to hire the e#clusive use of any aircraft, motorcoach, or other vehicle circle trip: a 0ourney with sto overs that returns to the oint of de arture city guide: a erson who has a s eciality of guiding in the city only closeout: finali$ation of a tour, cruise, or similar grou travel ro0ect after which time no further clients are acce ted. "ny unsold air or hotel s ace is released, and final ayments are sent to all su liers. Coach !our: " guided bus tour for a grou of holiday makers that follows a scheduled itinerary. @isitors urchase all arrangements from the 1nbound Tour * erator rior to arrival in !A. Code of conduct: Buidelines advising a tourism stakeholder, including tourists, on how to behave in an environmentally res onsible manner. Code of "thics $ Conduct $ ractice: /ecommended ractices based on a system of self regulation intended to romote environmentally and)or socio&culturally sustainable behaviour. commercial rate: a s ecial rate agreed u on by a com any and a hotel. 3sually the hotel agrees to su ly rooms of a s ecified (uality or better at a flat rate to cor orate clients. commercial recreation system: recreational roducts, services, and facilities created and o erated by rivately owned businesses or cor orations as o osed to ublic facilities commission: the ercentage of a selling rice aid to a retailer by a su lier. 1n the travel industry, travel agents receive commissions for selling tour ackages or other services. common carrier: a rivately owned carrier which offers trans ortation for a fee complimentary room: a guest room for which no charge is made. +om limentary rooms with a tour grou are usually occu ied by the tour manager or driver. Computer reservation systems (CR%): +om uterised /eservation %ystems used for inventory management by airlines, hotels and other facilities. +/%s can allow direct access through terminals for intermediaries to check availability, make reservations and rint tickets.

 concessionaire : a firm which, under contract rights, o erates for another arty (in many cases, a government agency) food and beverage services, lodging facilities, and other services on&site at an attraction concierge: a hotel em loyee who handles restaurant and tour reservations, travel arrangements, and other details for hotel guests conditions: the section or clause of a trans ortation)tour contract which s ecifies what is not included and which may s ell out the circumstances under which the contract many be invalidated conductor& and (in "urope) courier: Tour manager)guide & both terms have roughly the same meaning and are used interchangeably. " erson with this title is usually at a rofessional, well trained level. confidential tariff: a schedule of wholesale rates distributed in confidence to travel wholesalers and agents. 4etter known as a net rate. configuration: the interior arrangement of a vehicle, articularly an air lane. The same air lane, for e#am le, may be configured for 67C coach&class assengers, or it may hold 6? first&class assengers and 6DC coach assengers, +onfiguration is also used in con0unction with how the lane is arranged such as three seats on each side or in larger lanes two seats on each side with four middle seats. confirmed reservation: an oral or written agreement by a su lier that he has received and will honor a reservation. *ral confirmations have no legal weight. -ven written or telegra hed confirmations have s ecified or im lied limitations. e.g.: a hotel not honoring a reservation after = m., unless late arrival has been guaranteed in some manner. Conservation: +an be broadly inter reted as action taken to rotect and reserve the natural world from harmful features of tourism, including ollution and overe# loitation of resources. Conservation: The rotection and maintenance of nature while allowing for its ecologically sustainable use. consolidation: cancellation by a charter tour o erator of one or more tours)flights associated with a s ecific charter de arture or de arture eriod, with the transfer of assengers to another charter tour)flight to de art on or near the same day. consolidator: a erson or com any which forms grou s to travel on air charters or at grou rates on scheduled flights to increase sales, earn override commissions or reduce the ossibility of tour cancellations. consortium: a loosely knit grou of inde endently owned and managed com anies such as travel agencies, tour o erators, hotels, or other su liers, with a 0oint marketing distribution rocess continental breakfast: at a minimum, a beverage (coffee, tea or milk) and rolls or toast. Eruit 0uice is often added. continental plan: a hotel rate which includes a continental breakfast with the overnight room stay. contract: a legally enforceable agreement between two or more arties contractor: an o erator who rovides services to wholesalers, tour o erators and travel agents convention and visitors bureau (C'B): a non& rofit local organi$ation su orted by transient room ta#es, government budget allocations, rivate membershi s, or a combination of any of these funding mechanisms. " +@4 ty ically encourages grou s to hold meetings, conventions, and trade shows in its area. Convention or Conference Bureau: 3sually a ublicly funded organisation charged with the romotion of a town or region for conferences, meetings and e#hibitions. co-op tour: a tour which is sold through a number of wholesalers, coo eratives, or other outlets in order to increase sales and reduce the ossibility of tour cancellations. Cost-benefit analysis: Eull analysis of ublic and rivate costs and benefits of ro0ect. costing: the rocess of itemi$ing and calculating all costs the tour o erator will ay on a given tour. +osting is usually the function of the o erations manager. Cost-plus pricing: " method of ricing where an amount, to cover rofit, is added to costs to establish the selling rice, this is an internally orientated ricing method. coupon& tour: a voucher that can be e#changed for a travel roduct 4

 courier: a -uro ean definition for tour manager)guide cover charge: a fee, usually a flat amount er erson, charged to atrons to cover the cost of music and entertainment Critical incident point (C( ): " critical incident oint or 2moment of truth2 is any event which occurs when the customer has (or even erceives that he has) contact with a service organisation. Cultural Authenticity: -nsuring the a ro riate dreaming stories, s iritual beliefs, history, ceremony and art is attributed to the relevant area. Cultural tourism: Travel for the ur ose of learning about cultures or as ects of cultures. culture: eo le2s customs, clothing, food, houses, language, dancing, music, drama, literature and religion Culture: " set of shared norms and values which establish a sense of identity for those who share them. Ty ically a lied at the level of nation and)or race. Culture: The sum total of ways of living by a grou of human beings that is transmitted from one generation to another. Customer: F"n organi$ation or a erson that receives a roductF (1%*, ?CCCa: 6C). customi)ed tour: a tour designed to fit the s ecific needs of a articular target market customs: the common term for a government agency charged with collecting duty on s ecified items im orted into that country. The agency also restricts the entry of ersons and forbidden items without legal travel documents cut-off date: designated day when the buyer must release or add commitments to their event or tour day rate: a reduced rate granted for the use of a guest room during the daytime, not overnight occu ancy. *ften used when someone needs a dis lay room, office, or is in&transit due to odd airline schedules. *ay visitors: @isitors who arrive and leave the same day, irres ective of why they are travelling *ecision-making unit (*+,): The combination of in uts to a urchasing decision *egradation: "ny decline in the (uality of natural or cultural resources, or the viability of ecosystems, that is caused directly or indirectly by humans. deluxe tour: in travel usage, resumably of the highest standard *emographic rofile: +haracteristics used in research such as age, gender, occu ation, income, marital status, lace of residence, etc. departure tax: fee collected from the traveler by the host country at the time of de arture *ependency theory: This theory maintains that develo ing countries are ke t in a osition of de endency and underdevelo ment due to e#isting economic and institutional ower structures sustained by leading Gestern nations. He endency theorists argue that the olicies and activities of multinational cor orations, national bilateral and multinational aid agencies such as the Gorld 4ank and the 1nternational Monetary Eund (1ME) tend to widen the ga between rich and oor countries and er etuate the de endency of develo ing nations. deposit policy: a s ecified amount or a ercentage of the total bill due on a s ecified date rior to arrival deposit: an advance ayment re(uired to obtain confirmed s ace deregulation: the act of removing regulations from the travel industry. The "irline Heregulation "ct of 67D8, which amended the Eederal "viation "ct of 67>8, rovided for the end of the +ivil "eronautics 4oard s regulating authority over domestic airlines on Ianuary 6, 678>, for removing travel agent e#clusivity, thus aving the way for carriers to a oint and ay commissions to non& travel agents, and for the removal of antitrust immunity for travel agents. The motorcoach industry was deregulated in 678?. *esignation: The act of conferring a legal status on a building which re(uires com liance with s ecific legislation on conservation and reservation. destination: the end oint of a 0ourney *estination +anagement Company (*+C): " com any working in a s ecific destination to handle all bookings and arrangements for tours or conferences, including hotel accommodation,

transfers, sightseeing, meetings and s ecial events. Tour o erators or conference lanners are likely to use the services of a HM+ because of their s ecialist local knowledge. destination management company: (HM+) a com any that rovides on&the&scene meetings assistance for cor orations and associations destination marketing organi)ation: (HM*) a category of membershi of the !ational Tour "ssociation which includes state or rovincial tourism offices, convention and visitors bureaus, and chambers of commerce which romote a city, region, or state as a travel destination destination: the lace to which a traveler is going. 1n the travel industry, any city, area, or country which can be marketed as a single entity for tourists. dine-around plan: a lan that ermits tourists to dine at a variety of restaurants using vouchers and cou ons on a tour direct spending: money that goes directly from a tourist into the economy of the destination director& tour: a erson, usually em loyed or subcontracted by the tour o erator, who accom anies a tour from de arture to return, acting as a guide and troubleshooter and erforming all functions to make the tour o erate. "lso see tour manager or escort. *iscretionary income: Money received from em loyment or other sources which can be freely s ent on leisure ursuits (such as travel and tourism) after general living costs, ta#ation etc. are taken into consideration. *iscrimination: 3ne(ual treatment of ersons on grounds which are not 0ustifiable in law, e.g. in the 3J, discrimination on the grounds of se# or race. *istribution: The rocess em loyed to rovide customers access to the roduct. Eor travel roducts distribution focuses largely on the ways in which the customer can reserve or urchase the roduct. *isturbance: "ccelerated change caused by human activity or e#treme natural events. *iversification: The rocess of develo ing new roducts for new markets, in order to achieve business growth. diversity: variety; multi licity; range; assortment domestic escorted tour: a ackaged, re& lanned itinerary, including the services of a tour manager (escort) within a traveler s own country domestic independent tour: H1T: a custom&made tour of a art of the 3%" lanned e#clusively for a client by a travel agent *omestic supply of tourism commodities: Homestic su ly of tourism commodities is defined as the total roduction in +anada of the tourism commodities which are mainly roduced by tourism industries. !ot all of domestic su ly is urchased by visitors, so that su ly e#ceeds tourism demand for the national tourism indicators (!T1). Eor e#am le, visitors urchase only a small ro ortion of food and beverage services, with most going to local consum tion. "lso, su ly does not include im orts. Eor e#am le the sale of a ticket on a non&+anadian airline is e#cluded from su ly. *omestic tourism: Travel within the country of residence. *ominant scenic alteration: "n alteration in the scenic landsca e that is visually obtrusive. double-occupancy rate: the rice er erson for a room to be shared with another erson; abbreviated do and most often (uoted in the industry double-room rate: the full rice of a room for two eo le (twice the double&occu ancy rate) do#ngrade: to move to a lesser level of accommodations or a lower class of service *ue diligence: Taking what is considered in law to be reasonable care. *#ell time: Kength of time a visitor s ends at an attraction or destination. Hwell time is often taken into consideration when setting admission fees as a way of ensuring erceived value for money "arth Check- indicators: ,ro rietary system belonging to Breen Blobe ?6, which uses carefully selected indicators to measure and benchmark key environmental and social im acts, as well as o erational efficiency. "cologically sustainable: 3sing, conserving and enhancing the community's resources so that ecological develo ment is maintained, and the total (uality of life can be sustained now and in the future. 6

 eCommerce: 1nternet facilitated commerce, using electronic means for romoting, selling, distributing, and servicing roducts. economy fares or services: in 3.%. domestic airline o erations, assenger carriage at a level below coach service; in international o erations, carriage at a level below first class ecosystem: an area where living and non&living things interact "cosystem: " dynamic system of lant, animal, fungal and micro&organism communities, and the associated non&living hysical and chemical factors. ecotour: a tour designed to focus on reserving the environment of environmentally sensitive areas eco-tourism: a combination of tourism and the environment (e.g. lanning before develo ment; sustainability of resources; economic viability of a tourism roduct; no negative im act on either the environment or local communities; res onsibility for the environment from develo ers, the tourism industry and tourists; environmentally&friendly ractices by all arties concerned and economic benefits flowing to local communities) "cotourism: Hefined by The 1nternational -cotourism %ociety as Lres onsible travel to natural areas that conserves the environment and sustains the well&being of local eo le'. "cotourism: -cologically sustainable tourism with a rimary focus on e# eriencing natural areas that foster environmental and cultural understanding, a reciation and conservation. educational tour: tour designed around an educational activity, such as studying art endangered species: in severe danger of becoming e#tinct in the near future unless immediate ste s are taken to rotect the s ecies "nergy conservation: ,ositive initiatives to reduce the consum tion of energy to the minimum level re(uired. environment: the diverse community activities and cultures of a country2s inhabitants, as well as its scarce and sensitive natural resources "nvironmental auditing: 1ns ection of a tourism organisation to assess the environmental im act of its activities. "nvironmental education: Eormal and informal learning rocesses that are designed to raise awareness and teach new values, knowledge and skills, in order to encourage more sustainable behaviour. "nvironmental impact assessment: " study undertaken to assess the effect of an action u on a s ecific environment or the social or cultural integrity of a community. "nvironmental impact statement: The re ort resulting from an environmental im act assessment. "nvironmental impact: The effects that a community has on the environment as a conse(uence of its activities. "nvironmental management systems: %ystems established by tourism organisations with the aim of mitigating negative environmental im acts. "nvironmental scanning: The rocess of collecting information to carry out a systematic analysis of the forces effecting the organisation and identifying otential threats and o ortunities with view to generating future strategies. errors and omissions insurance: insurance coverage e(uivalent to mal ractice insurance, rotecting an agent s or o erator s staff if an act of negligence, an error, or an omission occurs which causes a client great hardshi or e# ense. escort: (6) a erson, usually em loyed or subcontracted by the tour o erator who accom anies a tour from de arture to return, acting as a troubleshooter. This term is often incorrectly interchanged with courier, conductor, host, manager, director, or leader, since each term designates different duties although they do erform the escort function. escorted tour: (6) a re&arranged travel rogram, usually for a grou , escorted by a tour manager or leader. 1n a fully conducted tour, the escort will also rovide guide service throughout. escro# accounts: funds laced in the custody of licensed financial institutions for safekee ing. Many contracts in travel re(uire that agents and tour o erators maintain customers de osits and re ayments in escrow accounts until the time of service. 7

 ethnic tour: tour designed for eo le usually of the same heritage traveling to their native origin, or to a destination with ethnic relevance "uropean plan: a ty e of rate that consists of the rice of the room only, no included meals "volutionary theories: Theories of tourism which see destinations evolving, in the sense that the ty es of tourists change, or evolve, over time. excursion: 0ourney where the traveler returns to the original oint of de arture executive coach: a lu#ury motorcoach with seating of ?> or fewer with u scale amenities "xotic plants: ,lants whose genetic stock comes from beyond the area in which they are found. extensions : an arranged sub&tour offered o tionally before or after a tour or cruise at an e#tra charge "xternalities: Those costs or benefits arising from roduction or consum tion of goods and services which are not reflected in market rices. .A+ tour: an abbreviation for familiari$ation tour which is often a com limentary or reduced& rate travel rogram for travel agents, tour o erators, travel writers or others to ac(uaint them with a s ecific destination or attraction, thereby hel ing to stimulate sales fauna: all the animals of a articular area fixed expense: an e# ense related to the tour as a whole, which does not vary with the number of assengers such as a meal or a er erson entrance to an attraction flag carrier: a trans ortation carrier designated by a country to serve international routes flora: all the lants of a articular area folio: an itemi$ed record of a guest's charges and credits, maintained in the front office till de arture, and can be referred to as guest bill or guest statement food cover: a unit of food service rovided to a customer. The term is not synonymous with meal because a food cover may com rise only a cu of coffee or bowl of sou .orce ma/eure: This is an unforeseeable or uncontrollable situation or train of events that would e#cuse a breach of contract. foreign flag: any carrier not registered in the 3%" (a lies to air and sea trans ortation) franchise: the right to market a roduct or service, often e#clusively for a s ecified area by a manufacturer, develo er, or distributor in return for a fee .re0uent (ndependent !raveler: E1T: custom designed, re& aid tour with many individuali$ed arrangements. "lso used as foreign inde endent traveler front office: office situated in the lobby of a hotel, the main functions of which are (6) control)sale of guest rooms, (?) roviding keys, mail, and information, (<) kee ing guest accounts, rendering bills) ayments, and (M) roviding information to other de artments full house: a hotel with all guest rooms occu ied full-service restaurant: a food&service establishment with several menu selections and table service function room: room used for functions, also called ban(uet room function: a re&arranged, catered grou activity, usually held in rivate room)area gate#ay: the oint of access to a country or region, usually an air ort or sea ort, although certain frontier oints and railway stations can be given the designation gate#ay city: city with an international air ort gate#ay: city, air ort, or area from which a flight or tour de arts 1lobalisation: Benerally defined as the network of connections of organisations and eo les are across national, geogra hic and cultural borders and boundaries. These global networks are creating a shrinking world where local differences and national boundaries are being subsumed into global identities. Githin the field of tourism, globalisation is also viewed in terms of the revolutions in telecommunications, finance and trans ort that are key factors currently influencing the nature and ace of growth of tourism in develo ing nations. 1reen 1lobe$1reen 1lobe 23: B/--! BK*4- ?6 is the worldwide benchmarking and certification rogramme which facilitates sustainable travel and tourism for consumers, com anies and communities. 1t is based on "genda ?6 and rinci les for %ustainable Hevelo ment endorsed by

68? governments at the 3nited !ations /io de Ianeiro -arth %ummit in 677?. www.greenglobe?6.com 1reenhouse effect: The tra ing of the sun's thermal radiation by gases and water va our, kee ing the surface of the earth warmer than it would be otherwise. 1reenhouse gases: Bases that contribute to the greenhouse affect. These include carbon dio#ide, methane and water va our. *ne source of greenhouse gases is the burning of fossil fuels, such as oil, gas and coal. ground operator: a com any or individual roviding such services as hotel, sightseeing, transfers, and all other related services for grou s. %ee rece tive o erator. ground package: often e# ressed as a ercentage (eg. 6CCN or 66CN) of the lowest regular fare for the air travel scheduled. group leader: an individual, acting as liaison to a tour o erator, acts as escort group tour: a re&arranged, re& aid travel rogram for a grou usually including all com onents. "lso see ackaged tour. guaranteed tour: a tour guaranteed to o erate guest account: an itemi$ed record of a guest's charges and credits guide: (6) a erson (ualified to conduct tours of s ecific localities or attractions (many reliable guides are licensed), (?) an airline, bus, railroad, or shi manual of schedules and fares, usually rinted seasonally guided tour: a local sightseeing tri conducted by a guide head tax: fee charged for arriving and de arting assengers in some foreign countries heritage: a very broad e# ression that describes anything that has a link with some ast event or erson (e.g. cultural heritage refers to ast customs and traditions with the uns oken im lication that these are worthwhile or creditable) heritage site: a lace that ca italises on its connection with heritage 4eritage: Things of value that are inherited which eo le want to kee . Oeritage can be natural, cultural, tangible, intangible, ersonal or collective. !atural heritage is often conserved in laces such as reserves and national arks. +ultural heritage ractices are often conserved through ongoing traditions and ractices. 4eritage: Today2s erce tion of a attern of events in the ast. 4igh conservation value: /ecognition of the great significance of a natural or cultural site. high season: the eriod of the year when occu ancy)usage of a hotel or attraction is normally the highest. Oigh usage invariably means higher rices for rooms or admission. "lso referred to as on& season or eak season. 4istory: " attern of events in the ast. host: (6) a re resentative of the grou (organi$er) that may arrange o tional e#cursions and answer (uestions but does not have escort authority (?) liaison to the tour o erator or tour manager, or (<) a re resentative who rovides only information or greeting services or who assists at the destination with ground arrangements without actually accom anying the tour. 4R+: Ouman /esource Management, concerned with the strategic management of human resources to achieve a com etitive advantage. hub and spoke tours: tours which utili$e a central destination with side tri s of varying length to nearby destinations human-made attraction: an attraction created by eo le immigration: the rocess by which a government official verifies a erson's ass ort, visa or origin of citi$enshi (mpacts: -ffects, which may be either ositive or negative, felt as a result of tourism&associated activity. Tourists have at least three kinds of im acts on a destination: economic, sociocultural and environmental. Tourism also has effects on tourists, in terms of ossible attitude and behaviour changes. (mpromptu !ravel: !o arrangements booked in country of destination rior to travel. ("nother name for E1T travel).

 inbound tour operator: com any s eciali$ing in domestic tours for foreign visitors in the strictest sense. +an also be used interchangeably with rece tive o erator. inbound tour: grou of travelers whose tri originated in another city or country incentive or incentive commission: %ee override. incentive tour: (6) a tri offered as a ri$e, articularly to stimulate the roductivity of em loyees or sales agents, or (?) the business of o erating such travel rograms incidentals: charges incurred by artici ants of a tour, but are not included in the tour rice inclusive tour: tour in which all s ecific elements ; trans ortation, airfare, hotels, transfers, and other costs ; are offered for a flat rate. "n inclusive tour does not necessarily cover all costs such as ersonal items and tele hone. independent contractor: a erson contractually retained by another to erform certain s ecific tasks The other erson has no control over the inde endent contractor other than as rovided in the contract. 1n the conte#t of grou travel, a tour manager is often retained by the tour o erator, or tour brochure designer)writer might be hired in this ca acity. independent tour: an unescorted tour sold through agents to individuals. Eor one rice, the client guaranteed air travel, hotel room, attraction admissions and (ty ically) a car rental. (ndigenous people: 1ndigenous eo les are those who are descendants of the ... (ndigenous species: " s ecies that occurs at a lace within its historically known natural range, and forms art of the natural biological diversity of a lace. indirect air carrier: generally synonymous with charter tour o erator. " tour o erator, travel agent, or other romoter who (under federal regulations) contracts for charter s ace from a carrier for resale to the ublic. 1n theory, indirect air carriers act as inde endent, risk&taking entre reneurs, romoting their own roduct info-mediaries: *rganisations which rovide websites)electronic guides as an information resource, sharing other resources such as web links to organisations that sell tourism)travel. The infomediary may be an organisation or com any in its own right, or may form art of an individual com any2s or organisation2s customer service (nformation systems: %ystems that use information technology to ca ture, transmit, store, retrieve, mani ulate, or dis lay information. (nfrastructure: +onstruction needed to su ort economic develo ment. (nnovative best practice: " ractice that is considered to be of the highest (uality, e#cellence, or standing ; a leader in the field. (ntangibility: The characteristic of not being touchable: a good is tangible whereas a service is intangible (ntermediary: "n organisation within the chain of distribution whose function is to facilitate the su ly of a given roduct from roducers to consumers. 1n the travel industry e#am les are travel agencies and tourism information offices. intermediate carrier: a carrier that trans orts a assenger or iece of baggage as art of an inter& line movement, but on which neither the oint of origin or destination is located intermodal tour: tour using several forms of trans ortation such as air lanes, motorcoaches, cruise shi s, and trains to create a diversified and efficient tour ackage (nterpretation: "n educational rocess that is intended to stimulate and facilitate eo le2s understanding of lace, so that em athy towards, conservation, heritage, culture and landsca e is develo ed. (nterpretation: /evealing the significance and meanings of natural and cultural henomena to visitors, usually with the intent of roviding a satisfying learning e# erience and encouraging more sustainable behaviour. (ntroduced species: " translocated or alien s ecies found at a lace outside its historically known natural range, as a result of the intentional or accidental dis ersal by human activities. 1ncludes genetically modified organisms. (! 5umber: a registration number that is assigned to a tour ackage itinerary: the travel schedule rovided by a travel agent or tour o erator for the client. " ro osed or reliminary itinerary may be rather vague or very s ecific. " final itinerary s ells out all 10

details, including flight numbers, de arture times, and similar data, as well as describing lanned activities. land operator: a com any that rovides local services, see also ground)rece tive o erator lead time: advance time between initiating a tour and its de arture date 6eadership: 1nfluencing and directing the erformance of grou members towards the achievement of organisational goals leg: ortion on a 0ourney between two scheduled sto s 6eisure travel: Travel undertaken for leasure and unrelated to aid work time. 6ength of stay: !o of nights s ent in one destination. Most tourist boards seek to find ways of increasing visitors' length of stay letter of agreement: a letter from the buyer to the su lier acce ting the terms of the ro osal. This may also be the su lier s initial ro osal that has been initialed by the buyer 6ifecycle: The articular attern through which a destination evolves. 6imits of acceptable change: -nvironmental indicators that can monitor changes over time as a conse(uence of tourism. load factor: average number of seats occu ied, e.g. motorcoach or air local: belonging to a articular lace or region lo# season: that time of the year at any given destination when tourist traffic, and often rates, are at their lowest. "lso referred to as off& eak or off&season. macro business: a large, formal business that em loys many eo le manifest: final official listing of all assengers and)or cargo aboard a trans ortation vehicle or vessel +arket orientated pricing: " method of ricing that benchmarks rices against com etitors when deciding on rice. market segment: the conce t of dividing a market in arts +arket segmentation: Market segmentation is a marketing a roach that encom asses the identification of different grou s of customers with different needs or res onses to marketing activity. The market segmentation rocess also considers which of these segments to target. markup: (6) difference between the cost and the selling rice of a given roduct; (?) difference between the net rate charged by a tour o erator, hotel, or other su lier and the retail selling rice of the service. +ass tourism: Traditional, large scale tourism commonly, but loosely used to refer to o ular forms of leisure tourism ioneered in southern -uro e, the +aribbean, and !orth "merica in the 67=Cs and 67DCs. master account: the guest account for a articular grou or function that will be aid by the s onsoring organi$ation master bill: all items contracted by the o erator and su lier that will be aid by the o erator +A'"R(C%: +haracterisation of tourists of the future as multi&holidaying, autonomous, variegated, energised, restless, irres onsible, constrained and segmented. +ediation: "n attem t to settle a dis ute using a neutral third arty meet and greet: re& urchased service for meeting and greeting a client)grou u on arrival in a city, usually at the air ort, ier, or rail station. %ervice may include assisting the client)grou with entrance formalities, collecting baggage, and obtaining trans ortation to the hotel micro business: a small, often informal, business that em loys very few eo le +inimal impact practices: Heliberate human behaviour that reduces the negative im act of eo le or ob0ects on the environment to a minimum. minimum charge: the amount that each customer must ay no matter what is consumed. Eor e#am le: a two&drink minimum in a club minimum land package: the minimum tour e# ressed in terms of cost and ingredients that must be urchased to (ualify for an airline inclusive tour, or contract bulk inclusive tour fare. %uch ackages usually include a certain number of nights lodging, other s ecified ingredients such as sightseeing tours and)or entertainment and)or car rental. The minimum rate for the combined air fares and 11

 +ode of travel: The ty e of trans ort used to make a 0ourney between an origin and a destination, and can include walking and cycling as well as all forms of mechanical trans ort. +onitoring: The ongoing review and assessment of the natural or cultural integrity of a lace in order to detect changes in its condition with reference to a baseline condition. +otivation: 1nternal and e#ternal forces and influences that drive an individual to achieving certain goals. motorcoach tour operator: a com any that creates tours in which grou members are trans orted via motorcoach on a lanned itinerary of sto s motorcoach: a large, comfortable, well& owered bus that can trans ort grou s and their luggage over long distances mystery tour: a tour to an un ublished destination && assengers get a sur riseP nation#ide tour: sold to eo le throughout the nation 5atural area: "reas that e#ist in or are formed by nature which are not artificial, and can include cultural as ects. natural attraction: a tourist attraction that has not been made or created by eo le natural disaster: a destructive force (e.g. earth(uake, flood, volcanic eru tion) 5ature !ourism (5ature-based tourism): -cologically sustainable tourism with a rimary focus on e# eriencing natural areas. 5egligence: Eailing to e#ercise what is legally considered to be reasonable care. net #holesale rate: a rate usually slightly lower than the wholesale rate, a licable to grou s when com onents are s ecifically mentioned in a tour brochure. The rate is marked u by wholesale sellers to cover tour costs. no sho#: guest with confirmed reservations who does not arrive and has not canceled 5o-frills: " low&cost scheduled travel ackage based on minimising o erator service and costs, which are assed to the consumer as a low rice. 5on-profit: !on& rofit organisations are those which are driven by non&financial organisational ob0ectives, i.e. other than for rofit or shareholder return. occupancy: the ercentage of available rooms occu ied for a given eriod. 1t is com uted by dividing the number of rooms occu ied for a eriod by the number of rooms available for the same eriod. off-peak: a eriod in which a hotel or attraction is not in its busiest season 7ff-site management: ,rovision of re&visit (or otherwise off&site) educational and inter retive materials to raise awareness of management issues and encourage minimal im act behaviour. on-demand public transportation: trans ortation services, such as ta#icabs that do not have regular schedules 7n-site assessment: " site&visit by a (uality systems member to verify material submitted during the accreditation a lication. 7n-site management: Management of visitor im acts and behaviour on&site through the use of signs, formed tracks or board&walks, barriers and the hysical resence of management staff. open /a#: an arrangement, route, or fare, authori$ed in a tariff, granting the traveling ublic the rivilege of urchasing round&tri trans ortation from the oint of origin to one destination, at which another form of trans ortation is used to reach a second destination, where a assenger resumes the initial form of trans ortation to return to the oint of origin. 3sed for airline travel mainly 7perations management: FThe ongoing activities of designing, reviewing and using the o erating system, to achieve service out uts as determined by the organi$ation for customersF (Gright, 6777). operations: erforming the ractical work of o erating a tour or travel rogram. * erations usually involves the in&house control and handling of all hases of the tour, with both su liers and clients. option date: the date agreed u on when a tentative agreement is to become a definite commitment by the buyer option: tour feature e#tension or side tri offered at e#tra cost 7rganisation: " deliberate arrangement of eo le to achieve a articular ur ose 12

 outbound operator: a com any which takes grou s from a given city or country to another city or county outbound tour: any tour that takes grou s outside a given city or country, o osite of inbound outfitter: a business that rovides services or e(ui ment at a recreational facility overbook: acce ting reservations for more s ace than is available override: a commission over and above the normal base commission ercentage pacing: The scheduling of activities within an itinerary to make for a realistic o eration and give a certain balance of travel time, sightseeing, events and free time package tour: a combination of several travel com onents rovided by different su liers, which are sold to the consumer as a single roduct at a single rice package: (6) re&arranged combination of elements such as air, hotel, sightseeing, and social events ut together and sold at an all&inclusive ackage rice; (?) to ackage, meaning to combine elements as above into an all&inclusive ackage roduct packager: an individual or organi$ation that coordinates and romotes the ackage tours and establishes o erating guidelines for the tour passport: government document ermitting a citi$en to leave and re&enter the country pax: industry abbreviation for assengers peak fare& rate& or season: highest level of charges assessed during a year erishability: The characteristic of being erishable. 1n tourism the term is used to describe, for e#am le, a articular hotel room on a s ecific night or a articular seat on a s ecific flight: they cannot be 2stored2 and sold later, so they are erishable. ersonal disposable income: The amount an individual has left over for ersonal e# enditure on goods and services, after ayment of ersonal direct ta#es, national insurance and ension contributions. erson-trip: " ,erson&tri for non&residents begins each time a non&resident traveller enters +anada. The erson&tri concludes when the traveller leaves +anada. Eor residents, each time a erson de arts from +anada a erson&tri begins. 1t ends when the traveller returns to +anada. hysical evidence: The tangible evidence of a service, including everything which can be seen, touched, smelt and heard. ollution: Oarmful effects on the environment as a by& roduct of tourism activity. Ty es include: air; noise; water; and aesthetic. port of entry: oint at which ersons enter a country where customs and immigration services e#ist ositioning: The rocess of ensuring otential customers have a desired erce tion of a roduct or service, relative to the com etition. pre- and post-trip tours: o tional e#tension ackages before or after a meeting, tour or convention pre-formed group: a tour grou in e#istence rior to the tour, the members of which share a common destination and ur ose rice elasticity of demand: " measure of the variability that can be e# ected in sales when rices are changed. 3nity elasticity would see e(ual increase in sales to in reaction to a decrease in rice. 1nelastic demand would not change when rices went down or u . rice elasticity of demand: " relationshi between the changes in rices charged for a good or service (here taken as hotel rooms) and the change in the amount demanded. pricing: decision&making rocess of ascertaining what rice to charge for a given tour, once total costs are known. ,ricing involves determining the marku , studying the com etition, and evaluating the tour value for the rice to be charged; function erformed by the o erations manager. primary market: a country in which the 3% Travel 5 Tourism "dmin (3%TT") maintains an office rocess control: " systematic use of tools to identify significant variations in o erational erformance and out ut (uality, determine root causes, make corrections and verify results (-vans and Kindsay, 6777:<M>).

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 rocess design: 1nvolves s ecifying all ractices needed, flowcharting, rationalisation and error revention (/ao et. al., 677=:>MC&>M6). rocess improvement: " roactive task of management aimed at continual monitoring of a rocess and its outcome and develo ing ways to enhance its future erformance (Iames, 677=:<>7). rocess management: ,lanning and administering the activities necessary to achieve a high level of erformance in a rocess and identifying o ortunities for im roving (uality, o erational erformance and ultimately customer satisfaction. 1t involves design, control and im rovement of key business rocesses (-vans and Kindsay, 6777:<MC). rocess: F" set of interrelated or interacting activities which transforms in uts into out utsF (1%*, ?CCCa:D). roduct: FThe result of a rocessF (i.e. out ut), which may be either a service, or a good (hardware or rocessed materials) or software (e.g. information) or their combination (1%*, ?CCCa:D) rofit: The e#cess of revenue over e# enses, if e# enses e#ceed revenues in a given eriod the organisation will make a loss. proof of citi)enship: a document, necessary for obtaining a ass ort, that establishes one s nationality rotected area: "ny area of land and)or sea dedicated to the conservation, rotection and maintenance of biodiversity and natural and cultural resources, which is managed through legal or other means. protected: guarantee by a su lier or wholesaler to ay commissions, lus all refunds to clients, on re& aid, confirmed bookings regardless of subse(uent cancellation of a tour or cruise. ublic policy: 1s whatever governments choose to do or not to do (Thomas Hye 677?: ?). %uch a definition covers government action, inaction, decisions and non&decisions as it im lies a very deliberate choice between alternatives (see Oall and Ienkins 677>). 8uality: The degree to which a set of inherent characteristics of a roduct fulfils customer re(uirements (1%*, ?CCCa). 8ualmark: +lassification and grading system for the !ew Aealand tourism industry, using > star system. rack rate: regular ublished rate of a hotel or other travel service Rack Rate: /etail rice of accommodation, airfares, activities)attractions. Regulation: +ontrol through formalised rocesses. release: (6) signed form giving the tour o erator ermission to use a erson s name, icture or statement in an advertisement; (?) to give u s ace, as in returning unsold airline reservations Rene#able energy: -nergy sources that are ractically ine#haustible. Eor e#am le solar, hydro and wind energy. Re0uirements: %tated, generally im lied (as a custom or common ractice for the organisation, its customers and other interested arties) or obligatory needs (1%*, ?CCCa). resort: a hotel, motel or condominium com le# located in an area associated with recreation and leisure, such as the mountains or the seashore. !ormally offer facilities for s orts and recreational activities. responsibility clause: that section of a brochure that s ells out the conditions under which a tour is sold. The clause should name the arty res onsible for the tour financially. Responsible tourism: Ty e of tourism which is ractised by tourists who make res onsible choices when choosing their holidays. These choices reflect re onsible attitudes to the limiting of the e#tent of the sociological and environmental im acts their holiday may cause. Restoration: /eturning e#isting habitats to a known ast state, or to an a ro#imation of the natural condition, through re airing degradation, removing introduced s ecies, and revegetating using native locally occurring s ecies. retailer: (6) travel agents or (?) one who sells directly to the consumer Revenue expenditure: The cost of resources consumed or used u in the rocess of generating revenue, generally referred to as e# enses.

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 Revenue management: /evenue management is a management a roach to o timising revenue, often based on managing revenues around ca acity and timing (yield management), for different market segments or from different sources of funding. risk monies: funds that an agency would not recou should a tour not take lace, such as nonrefundable de osits, romotional e# enses, and rinting costs room rates: day rate: usually one&half the regular rate for a room during the day u to > m; flat rate: a s ecific room rate for a grou agreed u on by the hotel)grou in advance; grou rate: rate based on an agreed u on minimum number of rooms used, also called flat rate; net grou rate: a wholesale rate for grou business (usually a minimum of 6C and 6> eo le) to which an o erator may add a marku if desired; net wholesale rate: a rate usually lower than the grou rate, a licable to grou s or individuals when a hotel is s ecifically mentioned in a tour folder; ublished rate: a full rate available to or advertised to the ublic, The rate can change, de ending u on the season. "lso known as rack rate. room service: food or beverages served in a guest's room rooming list: the list of names or assengers on a tour or other grou travel rogram, submitted to a hotel)motel. The names are not al habeti$ed as on a flight manifest, but rather room by room indicating who is rooming with whom. Twin&bedded rooms, singles and tri les are usually listed in se arate categories. run-of-the-house rate: flat rate for which a hotel or motel agrees to offer any of its available rooms to a grou . Einal assignment of the rooms is the discretion of the hotel. %ales: /evenue from ordinary activities: not necessarily cash. %easonality: " henomenon created by either tourism su ly or demand (or both) changing according to the time of the year. sector: a art or branch of the whole industry that rovides articular goods and)or services series operator: a travel agent, wholesaler, tour o erator, or broker who blocks s ace in advance for a series of movements over a given eriod of time, not necessarily on a back&to&back basis service: work done for the benefit of another service charge: (6) a s ecified ercentage of a hotel's daily rate (usually 6CN or 6> N) charged to the guest, who in return is relieved of the res onsibility for ti ing; (?) a fee charged to a client by a travel agent in addition to the commissions aid to him or her by the rinci als service delivery: the manner in which customer needs are met %ervice encounter: The moments of interface between customer and su lier %ervice marketing mix: The addition of ,eo le, ,hysical -vidence and ,rocess to the four areas of activity more usually associated with marketing roducts,: ,rice, ,lace, ,romotion and ,roduct. service provider: a erson or com any that su lies a articular service service: non& hysical, intangible attributes that management controls, including friendliness, efficiency, attitude, rofessionalism, and res onsiveness. %ervicescape: The location in which the service encounter takes lace shore excursion: a land tour, usually available at orts of call and sold by cruise lines or tour o erators to cruise assengers short haul: 6&< hour flight shoulder season: eriod when there is neither a high nor low demand for a destination, usually falling in the s ring or fall months for most areas single supplement: an e#tra charge assessed to a tour urchased for single accommodations site destination selection company: com any that investigates and suggests otential meeting sites to suit cor orate or association needs %kills gaps: -m loyers erceive e#isting em loyees have lower skill levels than needed to achieve business ob0ectives, or where new, a arently trained and (ualified for s ecific occu ations, entrants still lack re(uisite skills. %kills shortages: Kack of ade(uately skilled individuals in the labour market due to low unem loyment, sufficiently skilled eo le in the labour market but not easily geogra hically accessible or insufficient a ro riately&skilled individuals.

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 %mall business: " small business is one which has a small number of em loyees, rofit and)or revenue. *ften these are owner&managed, with few s ecialist managers. %ome definitions of small businesses distinguish between businesses with under 6C em loyees, which are micro&businesses, and those with 6C&M7 em loyees, which are classified as small businesses. %+"(s): %mall and Medium -nter rises %ocial: /elating to human society and interaction between its members. souvenir: a roduct urchased by a tourist as a reminder of a holiday special event tour: a tour designed around a articular event, e.g.: Mardi Bras special interest tour: a tour designed to a eal to clients with a curiosity or concern about a s ecific sub0ect. Most s ecial interest tours rovide an e# ert tour leader and usually visit laces and)or events only relevant to that interest. special market: a foreign country with high otential for 3% inbound travel which does not have an office of the 3% Travel and Tourism "dministration (3%TT"). %takeholder: "ny erson, grou or organisation with an interest in, or who may be affected by, the activities of another organisation. state travel office: an official government agency or rivately run, non& rofit organi$ation res onsible for travel develo ment and romotion of a state or rovince %tate: 2The state2 is a set of officials with their own references and ca acities to effect ublic olicy, or in more structural terms a relatively ermanent set of olitical institutions o erating in relation to civil society2 (!ordlinger 6786, in Oall and Ienkins 677>). The state includes elected oliticians, interest or ressure grou s, law enforcement agencies, the bureaucracy, and a lethora of rules, regulations, laws, conventions and olicies. %tatute: The law as made by arliament, e.g. in the 3J, the Hisability Hiscrimination "ct (677>). " statute is made u of many arts called 2sections2 or 2 rovisions2. %tatutory instrument: The vast ma0ority of delegated legislation in the 3J is in the form of statutory instruments governed by the %tatutory 1nstruments "ct 67M= step-on guide: an inde endent guide who comes aboard a motorcoach to give an informed overview of the city or attraction to be toured %trategic information systems: %ystems designed to su ort the strategic management decision rocesses and im lementation. %trategy pyramid: " visual way of re resenting the different levels of the strategy conce tualisation and im lementation rocess. The most general assum tions are shown at the a e# and the ractical, im lementation actions are at the base. subcontractor: a local o erator who rovides services for a wholesaler supplier: the actual roducer of a unit of travel merchandise or service such as a hotel or restaurant %uppliers: 1ndividuals, com anies or other organisations which rovide goods or services to a recognisable customer or consumer. surety bond: insurance to guarantee that an insure will carry out the s ecific work he or she was hired to do sustainable: something which can be ke t in the same or a better condition for the future %ustainable development: Hevelo ment carried out in such a way as to meet the needs of the resent without com romising the ability of future generations to meet their needs. %ustainable tourism: "ccording to the Gorld Tourism *rganisation, this is Fenvisaged as leading to management of all resources in such a way that economic, social and aesthetic needs can be fulfilled with maintaining cultural integrity, essential ecological rocesses, biological diversity, and life su ort systems.F %ustainable tourism: Tourism that can be sustained over the long term because it results in a net benefit for the social, economic, natural and cultural environments of the area in which it takes lace. %ustainable tourism: Tourism that is economically, socioculturally and environmentally sustainable. Gith sustainable tourism, sociocultural and environmental im acts are neither ermanent nor irreversible.

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 tariff: (6) fare or rate from a su lier; (?) class or ty e of a fare or rate; (<) ublished list of fares or rates from a su lier; (M) official ublication com iling rates or fares and conditions of service themed tour: a tour designed around a s ecific theme such as fall foliage, also a s ecial interest tour tour basing fare: a reduced&rate e#cursion fare available only to those who buy re& aid tours or ackages. Tour basing fares include inclusive tours, grou inclusive tours, incentive tours, contract bulk inclusive tours, and grou round&tri inclusive tours. tour broker: a erson or com any which organi$es and markets tours tour catalog: a ublication by tour wholesalers listing their tour offerings tour conductor: see tour manager)director tour consultant: individual within an agency selling and advising clients regarding a tour. The consultant is sometimes a sales erson with articular e# ertise in escorted tour sales. tour departure: the date of the start by any individual or grou of a tour rogram, also used in referral to the entire o eration of that single tour tour escort: the tour com any staff member or inde endent contractor who conducts the tour. *ften called the tour manager or tour director. 1t is technically a erson that only escorts the grou and does not have charge of the commentary ortion. tour leader: usually a grou leader, also see escort tour manager: a erson em loyed as the escort for a grou of tourists, usually for the duration of the entire tri , erha s su lemented by local guides. The terms tour director, leader, escort, tour manual: (6) a summary of facts about a com any s rules, regulations, and official rocedures; (?) a com endium of facts about a destination, including its attractions, accommodations, geogra hy, and s ecial events, used by destination marketing organi$ations to attract tour o erators and visitors and their area tour menu: a menu that limits grou clients to two or three choices at a s ecial rice tour operator: a erson or com any which creates and)or markets inclusive tours and subcontracts with su liers to create a ackage. Most tour o erators sell through travel agents and)or directly to clients. tour option: any com onent of a ackage tour that is not included in the ackage rice, but may be urchased as an added feature to e#tend the length of the ackage or enhance the tri . tour order: a cou on given to the urchaser of a tour ackage, identifying the tour, the seller, and the fact that the tour is re& aid. 1t is used as a form of roof of ayment and receives vouchers for meals, orterage, transfers, entrance fees, and other e# enses. "lso see tour vouchers. tour organi)er: erson who locates and creates grou s for reformed tours. The tour organi$er is often com ensated only with a free tri tour vouchers: documents issued by tour o erators to be e#changed for tour com onents, also called cou ons tour: any re&arranged 0ourney to one or more destinations tourism: the all&embracing term for the movement of eo le to destinations away from their lace of residence for any reason other than following an occu ation, remunerated from within the country visited, for a eriod of ?M hours or more !ourism Commodity: Tourism +ommodity is one for which a significant art of its total demand in +anada comes from visitors. !ourism *emand: Tourism Hemand is defined as the s ending of +anadian and non&resident visitors on domestically roduced commodities. 1t is the sum of tourism domestic demand and tourism e# orts. !ourism *omestic *emand: Tourism Homestic Hemand is the s ending in +anada by +anadian visitors on domestically roduced commodities. !ourism "mployment: Tourism -m loyment is a measure of em loyment in tourism and non& tourism industries. 1t is based on an estimate of 0obs rather than 9hours of work:. Thus, someone who works 6C hours a week counts for as much, by this measure, as someone who works >C hours a week.

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 !ourism "xports: Tourism -# orts is s ending by foreign visitors on +anadian& roduced goods and services. 1t includes s ending that may take lace outside of +anada, for instance, the urchase of an airline ticket from a +anadian international carrier, to travel to +anada. !ourism flo#s: The ma0or movements of tourists from s ecific home areas to destinations. tourism geography: the knowledge of countries, regions, ma0or cities, gateways, famous icons, monuments, building structures, and geogra hical features such as rivers, seas, mountains, deserts and time $ones !ourism income multiplier (!(+): -#aggerated effect of a change in tourism e# enditure on an area2s income. tourism industry: a grou of businesses that rovide services and facilities for consum tion by tourists !ourism (ndustry: Tourism 1ndustry is an industry that would cease to e#ist or would continue to e#ist only at significantly reduced levels of activity in the absence of tourism. tourism infrastructure: roads, railway lines, harbours, air ort runways, water, electricity, other ower su lies, sewerage dis osal systems and other utilities to serve not only the local residents but also the tourist influ# (suitable accommodation, restaurants and assenger trans ort terminals form the su erstructure of the region) tourism product: different things to the various members of the tourism industry. To the hotel it is Qguest& nights2. To the airline it is the Qseats flown2 and the Q assenger miles2. To the museum, art gallery or archaeological site, the roduct is measured in terms of the number of visitors. Eor the tourist the roduct is the com lete e# erience resulting from the ackage tour or travel facility urchased, from the time they leave home until their return. !ourism satellite account: %ystem of accounting at national or regional level which reveals the total direct im act of tourism on the economy. !ourism %ystem: " framework that identifies tourism as being made u of a number of com onents, often taken to include the tourist, the tourist generating region, the transit route region, the tourist destination and the tourism industry (Kei er, 677C) tourism: the business of roviding and marketing services and facilities for leisure travelers. Thus, the conce t of tourism is of direct concern to governments, carriers, and the lodging, restaurant, and entertainment industries, and of indirect concern to virtually every industry and business in the world. !ourism: The definition of tourism used in the national tourism indicators (!T1) is that ado ted by the Gorld Tourism *rgani$ation and the 3nited !ations %tatistical +ommission: 9the activities of ersons travelling to and staying in laces outside their usual environment for not more than one consecutive year for leisure, business and other ur oses.: tourist: one who travels for a eriod of ?M hours or more in a lace other than that in which he or she usually resides, whose ur ose could be classified as leisure (whether for recreation, health, s ort, holiday, study or religion), business, family, mission or meeting !ourist attractions: Tourist attractions are defined as being destinations for visitors2 e#cursions which are routinely accessible to visitors during o ening hours. @isitors can include local residents, day&tri ers or eo le who are travelling for business or leisure ur oses. Eormal definitions e#clude sho s, s orts stadia, theatres and cinemas, as these meet a wider ur ose, although in ractice tourists may consider the e#cluded categories to be tourist attractions. tourist card: a kind of visa issued to tourists rior to entering a country (re(uired in addition to a ass ort or other roof of citi$enshi ). tourist facility: a feature created for utilisation by tourists tourist route: a route develo ed to attract tourists to an area to view or e# erience something uni(ue to that area (e.g. wine route, whale route, heritage route, battlefield route) tourist trend: a general tendency to visit a country, region or destination or to ursue a s ecific tourist activity !ourist: "nyone who s ends at least one night away from home, no matter what the ur ose.

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 !79% matrix: 3ses a %G*T analysis to develo strategies by matching strengths with o ortunities, using o ortunities to reduce weaknesses, using strengths to overcome threats, and reducing weaknesses and avoiding threats. !racking Research: *ngoing research conducted at regular intervals to track changes in s ecific factors, for e#am le, otential customers2 intention to travel to !A. tracking: a cause of action or method of monitoring, such as tracking the number of tours that come into a s ecific destination transfer: local trans ortation, sometimes including orterage, as from one carrier terminal to another, from terminal to a hotel, or from a hotel to an attraction transit visa: visa allowing the holder to sto over in a country to make a travel connection or brief visit transit: rocess of changing lanes without going through security and)or customs travel agent$agency: a erson or firm (ualified to arrange for all travel com onents trip director: an escort for an incentive com any. Karger com anies reserve this title for the erson who directs all ersonnel and activities for a tri . upgrade: to move to a better accommodation or class of service value season: a time of year when rices are lower than eak, also called low or off&season 'ariability: 4ecause the roduction and the consum tion of a tourism e# erience are inse arable and because differing circumstances and eo le will affect each e# erience, those e# eriences are rone to variance and create a challenge for tourism managers to achieve consistency of standards. variable cost: a cost that changes according to how many eo le take a tour, such as motorcoach e# enses 'A!$!'A$+9%$1%!: acronyms for value&added ta#, a ta# system which adds a fi#ed ercentage of ta#ation on roducts and services at each ste of roduction or service delivery. +ommon in -uro e and +anada. 'irtual organisation: *rganisation in which ma0or rocesses are outsourced to artners. visa #aiver: a rogram to eliminate the visa re(uirement for selected countries visa: stam of a roval recorded in a ass ort to enter a country for a s ecific ur ose 'isitors: " broader category than 2tourist2, includes tourists and same&day visitors. 'isitors: @isitors are ersons who undertake tourism as defined above. They are referred to as either tourists (those who stay overnight or longer in the lace visited), or same&day visitors. volume incentive: see override #aitlist: list of clients awaiting trans ortation or accommodations at times when they are not available, confirmed as a result of subse(uent cancellations #holesaler: a com any that usually creates and markets inclusive tours and E1Ts for sale through travel agents. "lthough the term is used often as a synonym for tour o erator there are several distinctions: (6) resumably sells nothing at retail while a tour o erator often does both; (?) does not always create his)her own roducts, while a tour o erator always does; (<) is less inclined than a tour o erator to erform local services. 9orking Capital: * erational assets and liabilities needed for everyday o eration, e.g. cash or bank overdraft, stock and trade creditors, known as net current assets)liabilities. 9orld 4eritage Area: Kand of cultural and)or natural significance inscribed on the Gorld Oeritage Kist. #orld heritage site: a site designated by 3!-%+* as being of s ecial historical, cultural or natural im ortance :ield +anagement: F" revenue ma#imi$ation techni(ue which aims to increase net yield through the redicted allocation of available R ca acity to redetermined market segments at o timal riceF (Honaghy et al., 677Da). ;oning: Hifferent eco&systems may be $oned in terms of their robustness to ressures from tourism in an attem t to mitigate environmental damage.

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