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TTR Final Exam Study Guide

Unit A C (01.00 03.06)

What is Career-Technical Education?
A program of study designed for meeting the individual needs, interests, and abilities of each
student while providing opportunities for gainful employment, advanced education, and
practical life application.

What is the full name of this course?

Travel, Tourism, and Recreation Marketing

What is DECA?
An Association of Marketing Students

A person or business that pays for professional services or products of people or businesses.

Discretionary Travel:
A trip taken by choice rather than out of necessity.

The sale of products and services over a Web site.

A person or company that acts as a link between the producer of a product or service and the
consumer of that product or service.

Marketing Concept:
The business philosophy that focuses on understanding and meeting the needs of customers.

Mass Tourism:
A twentieth century trend during which the working and middle classes began traveling in
large numbers for leisure purposes.

Moment of Truth:
The moment that an employee interacts with a customer related to a business activity.

Give 2 Examples of Needs:

Food, Shelter, and Clothing

Relationship Marketing:
The process of building and nurturing ongoing, solid relationships with customers.

All the components of the travel industry used to serve the needs and wants of tourists and to
attract travelers to a destination.

A person who travels at least 100 miles from home to visit an area for business and/or
pleasure for 24 hours or more. First appeared in 1811.

Why is there a shift from mass marketing to niche marketing?

There is a shift from mass marketing to niche marketing to identify individual target markets
and provide unique experiences that allow the traveler to be a participant rather than an

Give one example of niche marketing travel:

Reenacting a famous event or battle

Taking an active part in the activities of the destination
Be a monk at Mepkin Abbey in Charleston, South Carolina.
Play baseball at the Diamond Dreams in Ft. Myers, FL.
Fly MIG fighters in Moscow, Russia.
Crew a world-class sailing vessel in St. Martin (St. Maarten).

What is included in Outer space tourism?

Suborbital space flights

Zero-gravity flights
Earth orbital space flights
Interplanetary space flights

Which company committed to the first Space hotel?

Process begun by Hiltons commitment to build a space hotel by the year 2025.

What is inner space travel?

Deep ocean exploration, visit historic ship wrecks such as the Titanic, and
ocean floor exploration.

Name 3 technology trends useful for TTRM?

Wireless communications
Smaller computers, improved user-friendly programs, simplified interface with other
Instant access to information
Rapid product innovation and introduction
Shorter product life cycle

Infrastructure is:
The basic foundations such as sufficient power supply, water supply, roads, public utilities, and
sewage disposal needed to support and accommodate tourists.

Explain the Multiplier Effect:

When tourists spend money to travel, stay in a hotel, and eat in restaurants, they put money
into that destinations economy. That money is then recycled by those local businesses to
purchase goods, pay employees, etc. This re-spending in turn expands the economy.

Leakage occurs when income from tourism in an area

when income from tourism in an area is used to purchase needed goods or services
from outside the area.
The more imports that are necessary, the higher the leakage will be.
Sometimes a large part of the income from tourism has to be used to pay for
imported equipment and materials used to satisfy the needs of tourists. For
example, if a country has a small domestic automobile industry, it may have to
import cars or buses to satisfy transportation needs of tourists.
The more developed the area, the higher the multiplier effect. This means that tourism
dollars will stay in an area and be re-spent, rather than those dollars being spent
outside the area to purchase needed good and services.

Necessary Leakage:
Refers to the cost of promoting a destination abroad. If a destination wants to attract tourists,
it must market itself to convince potential customers that it is more appealing than other

The practices of a society including its customary beliefs, social roles, and material objects that
are passed down from generation to generation.

Cross Adoption:
Local residents adopt tourists values and at the same time, tourists adopt values of the places
they visit. Example: American interest in foreign foods has resulted from American tourists
who enjoyed the local food while visiting in other countries.
Example: Tourists exposure to native culture has increased the demand for Native American
arts and crafts.

Negative effects 2 cultural effect of tourism:

Local artistic standards may suffer when cheap reproductions of native crafts are
mass-produced for tourists consumption.

Local religious and social customs may suffer commercialization. Example: Ceremonial
dances once performed for religious purposes are now staged to entertain tourists.
Disruption in the way of life for some cultures has become a problem. Example: The
Pennsylvania Amish had no desire to be discovered as a tourist attraction. They
simply wanted to be left in peace.

The climatic, social, and cultural conditions that influence the life of a person or community.

Identify 2 positive environmental effects of tourism?

Preserving natural resources is the most important element in the development of a
tourist destination.

Revenues generated from entrance fees and other fees may be used to improve animal
habitats, wilderness areas, and infrastructure.
If tourists are educated about the environment and natural resources, they are more
likely to understand the importance of preservation efforts and to participate in that
Good design and planning of an infrastructure and superstructure are important. The
addition of more restaurants and hotels provides variety and choices. Welcome centers
provide a hospitable atmosphere. When appropriate design of buildings in terms of
color, signage, and landscaping is used and maintained, the beauty of the area is

Identify 2 negative environmental effects of tourism?

An increase in the number of people using an areas resources will usually have a
detrimental impact on the environment.
Effects on wildlife
Disrupting feeding and breeding
Killing of animals
Destruction of habitats
Restriction of wildlifes natural movement and migration
Effects on landscapes
Land development
Destruction of natural beauty
Pollution of the environment



What is Superstructure?
Facilities that expand and improve the basic infrastructure to serve the specific needs of
tourists and increase the desirability of the area.

Describe the positive social effects of tourism:

Changing employment patterns. When tourism development occurs, more people
(often females, minorities, and teenagers) enter the workforce.

Increased income. With new jobs, people can afford consumer goods that were
previously beyond their purchasing power.
Changing lifestyle and increased standard of living. People may demand better housing
and recreational facilities as well as undergo changes in dress and eating habits.
Rising property values. If there is an increased demand for land on which to build
tourist facilities, property values can rise dramatically.
Exposure to new ideas. Tourists often have the desire to learn and have new
experiences, and they look to local residents to provide that exposure.

Describe the negative social effects of tourism:

Resentment toward sharing resources and facilities. Residents of an area may come to
see tourists as a nuisance when the residents have to share facilities, such as
restaurants or retail stores, with the tourists.

Rise of materialism: A societys preoccupation with money or material possessions.

This is seen most often in the younger generation who become employed by tourismrelated businesses. They have more disposable income than their
Higher crime rates. The larger number of people in an area increases criminals
potential to gain from crime and decreases the chance of their getting caught.
Decline in the moral conduct of the local people. Example: In areas where gambling
casinos were introduced, rates of prostitution, alcohol/drug use, and divorce increased.
Rising property values. Although generally positive, increased property values may
also have a negative impact if people who work in the area cannot afford housing
there. These people oftentimes have to live outside of the area and commute to work.
Threat to a cultures native language. Because English is a common means of
communication, in other countries the native tongue loses its value and is replaced by
English because of employment qualifications and a desire to relate to the tourists.

Public Sector:
Public agencies supported by local, state, or federal government dedicated to promoting
tourism development and allocating monies for tourism projects.

4 Types of Public Sector Agencies:

North Carolina Department of Commerce

North Carolina Visitor/Welcome Centers
Local Chambers of Commerce
Convention and Visitors Bureaus

Private Sector:
Privately supported businesses that promote tourism development.

3 Types of Private Sector Agencies:

Car rental companies
Cruise lines
Travel agencies
Internet sites such as Expedia
Cyclical Nature of Tourism:

Explore the product life cycle as related to tourism.

Introduction stage

Travelers who do not like to go where everyone else goes discover a

new destination.

Industry segments introduce new products/services to gain a

competitive edge.

Characteristics of the period

Profits are low.

Promotion costs are high.

There are few competitors.

Examples: electronic self-check-in at airports, photo identification on

credit cards, insurance coverage for seasonal snow ski passes
Growth stage

Characteristics of the period

Popularity increases.

Profits increase.

Sales increase.

Competition increases.

Examples: all-suite hotels such as Ameri-Suites, healthy menu items at

fast-food restaurants, Cyber Cafs, hotels instead of motels along
interstates for safety purposes, online travel agencies
Maturity stage

Characteristics of the period

Local residents lose control over the development of tourism.

Big hotels and restaurant chains move in.

A portion of the local population depends on tourism for a


Sales are at their peak.

Products and services need rejuvenating to maintain their

market share.

The marketing mix begins to change to reach new markets and

encourage tourists to revisit.

Examples: Myrtle Beach, Disney World, the Bahamas, airline frequent

flyer miles
Decline stage

Characteristics of the period

The destination becomes over-saturated with tourists.

The site has exceeded its carrying capacity.

The destination has lost its appeal.

Sales decline.

Some facilities may pull out of the area.

Examples: rail travel and brick and mortar travel agencies

Peak Period (also called high season)?

Time when the destination is most desirable either for climatic reasons or because of some
special event.

Off-peak period (also called low season)?

Period or season when traffic volume or occupancy is not heavy.

Shoulder Season:
The period between peak and off-peak seasons. Shoulder seasons are attractive to people who
do not need to travel during peak holiday months. Example: Retired people are not restricted
to certain vacation times.

Unit D G (04.00 07.03)

What are the 6 characteristics to consider when putting together a

Include a core attraction or demand-generator.

Provide value to the customer.
Provide consistent quality among all the elements.
Plan well.
Cover all the details. (Sometimes in the rush to plan a
package, small details are overlooked. This can affect the overall experience of the
customer and the image of the companies involved in the package.)
Make a profit.

What are the disadvantages of advertising in TTRM?

Advertising cannot close a sale. It may create awareness or

interest, but it does not close the deal.
Advertising messages can be ignored.
There is a high waste factor. Advertising reaches a wide
audience, but some of the people in that audience are not potential customers or part of
the target market for the company.
Advertising does not provide quick feedback. Interactive
media, such as the Internet and interactive television, allow for direct bookings that
provide more immediate feedback than other advertising sources.

Cooperative advertising:
A partnership between two or more companies to share the cost of an advertisement. (NOTE:
Similar partnerships between companies can occur in any of the elements of the promotional

Examples of Sales Promotion:

Approaches other than advertising, personal selling, public relations, and publicity that provide
customers with a short-term inducement to make an immediate purchase. Examples:
coupons, samples, and games.

Recognition Program:
A sales promotion technique that rewards customers as an incentive or inducement intended to
ensure their loyalty and to generate repeat business. Rewards are usually not cash but may
include points toward free travel or upgrades, gift premiums, or plaques. Examples: frequentflyer and frequent-guest programs.

A nonprofit membership organization dedicated to focusing on the needs and interests of
persons 50 years of age and older. AARP is a recognized organization and many lodging
properties offer special discounts to its members.

Gratis features that enhance a guests comfort or convenience. The higher the level of service,
the more amenities that a guest expects. Amenities include pools, microwaves,
shampoo/conditioner, lotion, double sinks, bathrobes, coffee pots, whirlpool tubs, data ports,

A place to sleep for one or more nights.

Back of the house:

Departments/areas not usually seen by the guest such as human resources and accounting.

Front of the house:

Any area of the lodging property which may be used by the guest such as restaurants, meeting
rooms, and work out facilities.

Frequent-guest award programs:

A technique that awards free accommodations, upgrades, and other prizes to guests after they
spend certain numbers of room nights with the lodging chain. This promotion promotes a longterm relationship with the guest who wishes to accumulate enough points to make it

Floating Resorts:
Are cruises and all-inclusive vacations.

Includes transportation, meals, lodging, recreation, and entertainment.
A cruise includes transportation, meals, lodging, recreation, and entertainment.
Service is equal for all passengers on board a ship. Itineraries, destinations, and cabin locations are the
main factors segmenting the cruise industry. Cruise lines offer diverse itineraries to appeal to different

Mass market. Passengers in this category have income from $20,000$39,000. Carnival Cruises are popular with this market.
Middle market. Passengers in this category have income from
$40,000 - $59,000. This is the largest portion of the cruise market. Princess Cruises and
Norwegian Cruises serve this segment.
Luxury market. Passengers in this category have average
income in excess of $60,000. This market level offers superior service and cuisine. Seabourn
Spirit and the Radisson Diamond serve this market.

Gross registered tonnage; the amount of enclosed space on a ship; One GRT is equal to 100
cubic feet.

Space Ratio:
The amount of space per passenger on a cruise ship. The space ratio is a guide to the market
level of a ship. A ratio of 35 or higher indicates a capacious ship.

To compute the ratio:

To compute the ratio, divide the ships GRT by the number of passengers. Example: Radisson
Diamond 20,295 GRT/350 passengers=57.93 rounded off to 58. This ratio indicates that
Diamond is a very spacious ship.

The location of a cabin on a cruise ship may be the only distinction

that separates passengers.

Larger staterooms are on the upper decks.

Suites have separate bedroom and lounge/living areas.

Some rooms on the top decks have a terrace.

Cabins on the upper decks are the most expensive.
Cabins located on the outside of the upper decks have
portholes (windows).

Cabins located on the inside and lower decks have no windows.

Cabins are designed for efficient use of space.

Explain why a cruise ship is a cashless voyage (no cash needed)

Prior to setting sail, passengers give an imprint of their credit card to open an account on
board the ship.
All purchases on board the ship are charged to the account.
Passengers settle their charges at the end of the trip.
Passengers without credit cards must make a cash deposit prior to setting sail.

Air-Sea Package:

Transportation to the embarkation port may be included with a cruise package. Once a
passenger boards a cruise ship, their transportation is secure. Getting to the embarkation
port often requires a flight since many ports are located in the southern region of the
By packaging the flight and cruise together, passengers only have to communicate with
one company regarding their reservations.
If flights are delayed due to weather problems, the ship may delay sailing to wait for the
bulk of passengers, or the passengers may be flown to meet the ship at the next port.
Shuttle service between the airport and the port is included in most sea-air packages.

What is Amtrak?
A semipublic corporation that provides passenger rail service in the United States. Amtrak is
the marketing name for the corporation. Its official name is the National Railroad Passenger
Amtrak receives some financial support from the government to stay in operation.

Equipment used by Amtrak:

Acela Express: A high speed train which travels between Boston and Washington, DC.
Metroliner service: A high-speed electric train that runs between Washington, DC and New
York City. All seats on this train are reserved.
Auto train: An overnight train that runs from Lorton, Virginia to Sanford, Florida carrying
passengers and their automobiles/motorcycles.

Quiet cars:
In response to the conflicting demands of early morning commuters, Amtrak has added the
quiet car.
In the US, the majority (90%) of car rentals are for corporate travel.

5 things needed for a car rental:

Have a valid drivers license

Meet age requirements. The standard minimum age is 25, but may vary by company. A
parent may sign a Guarantee Form to enable a person under the age of 25 to rent a
vehicle, but the parent assumes responsibility if anything happens.
Have proof of credit, usually in the form of a credit card. A customer who does not have a
credit card may be required to put down a substantial cash deposit.
Have a clean driving record
Accept personal responsibility for the car. Car rental firms offer additional insurance to
customers to help protect them from liability should an accident or mishap occur.

Match car category to BRAND of car:

Economy Hyundai Accent

Midsize Hyundai Sonata
Luxury Lincoln Town car, Buick Park Avenue

Mid-size SUV Ford Escape

Full-size SUV Ford Expedition XLT
Pickup Ford Ranger
Minivan Ford Windstar

Trends in the rental car industry

Computerized navigation system

Future rental tied with the airline industry

Motor coach travel discounts:

Friendly fare. Travelers who purchase a ticket at least one week in advance can travel
anywhere in the US for as little as $49 and no more than $119, one-way.
E-Savers. By purchasing tickets online, riders save 10% for advertised locations. These
specials are only available on-line.
Childrens discounts. A discount of 40% is allowed for children under age 12 traveling with
a full rate passenger.
Seniors discount. Passengers age 62 and older may request a 5% discount. An ID
verifying age is required.
Student discount. Student Advantage cardholders are entitled to a discount up to 15% off
the price of an unrestricted ticket.
Military discount. Members of the military and their families may receive a 10% discount
off the price of unrestricted tickets.
Unrestricted fares. Everyday prices are always available, right up to the time the bus

Explain the Airline Deregulation Act of 1978

The Act ended governmental control of the airline industry.

Prior to 1978, the Civil Aeronautics Board was responsible for areas of commercial flight
such as fares, routes, and schedules. They awarded routes to carriers, limited the entry of
new carriers into the market, and regulated fares.
In 1978, responsibility for airline travel was transferred to the FAA (Federal Aviation
Administration) and the DOT (Department of Transportation).
The Deregulation Act allowed for free-market competition. An important component of this
was that airlines could adjust their fare structure and rates. The resulting competition
between airlines gave consumers more choices and lower fares.
More discount fares became available.
These changes forced noncompetitive airlines out of the market and increased the demand
for regional carriers as full-service carriers moved to hub and spoke systems.

Explain the different types of carriers.

Full service/mega carriers. At one time these carriers flew either domestic or international
routes. Today, however, they fly both domestic and international routes, providing full
service to customers. This change in travel patterns came from associations between
national and international airlines and deregulation. Examples: Delta, American
Regional carriers: Airlines that fly scheduled flights from smaller cities into larger cities.
These carriers are lower priced than full service lines, use smaller aircraft, and fly shorter
routes. Examples: Hooters, Jet Blue
Supplemental carriers: Planes hired by an individual or company to fly nonscheduled
flights for a specific purpose. These carriers fly to locations where scheduled flights do

Describe the different classes of service aboard flights.

First class
Highest rate ticket
Located at the front of the plane
Wider, more comfortable seats
Extra leg room between the rows
Special electronic entertainment centers on newer planes
Reclining seats on international carriers
First to board and first to exit
Multiple course meals served on china (long flights)
Free movies and beverages
Business class
A step down from first class in rate and service
More seat/leg room than coach, but not as luxurious as first class
Free beverages
Larger total area than first class
Coach class
Most economical ticket
Usually located in the rear of the plane
Narrow seats located closer together
Limited overhead storage space
Basic flight attendant service
Food service limited to beverages and snacks
Only level of service available on many smaller aircraft

Describe the types of flights

Nonstop: A flight from the origin to the destination with no stops.

Direct: A flight from the origin to the destination with one or more stops. Passengers
usually do not change planes.
Connection: A flights from the origin to the destination with one or more stops and
passengers have to change planes.

Describe yield management and discount fares

Yield management: The course of action an airline takes to meet a break-even point and
earn a profit. The airline product is perishable; if the space on the flight is not sold prior to
take-off, that revenue is lost forever. Fares are structured to sell as many seats as possible
and create a profit for the company.
Yield: The amount of profit generated per seat per mile on an airplane. Total passenger
revenue divided by the total number of passenger miles flown = yield.
Discount fares. Airlines offer a certain percentage of their seats at discount or promotional
fares in an effort to fill the plane. There are restrictions with these fares, but for some
travelers the reduced cost of the fare is worth the inconvenience.
Airlines restrict the number of seats that are discounted.
These fares may not be refundable.
No changes are allowed.
Some require a minimum stay at the destination.
Blackout periods are times when a discounted fare is not available. Usually this is
during peak periods and holidays.
Some discounts are based on demographic segmentation seniors, children,
students, and military personnel. The individual carrier controls these rates, and
passengers should check to see if there are discounts available.

What is the Hub and spoke system?

Airlines concentrate their ventures at airports near or in major cities. These airports
are known as hubs for the airline.
Air carriers have maintenance repair facilities and administrative facilities located at
their hub.
Examples: Deltas hub is Atlanta; United Airlines hub is Chicago.
Spokes: Flights between airports in smaller cities and the airline hub to help
passengers make connections.

Regional carriers are responsible for many of the spokes in this system.
While smaller cities are unprofitable centers for full service/mega carriers, regional
carriers make frequent journeys in and out of these smaller centers to the hubs.
Problems can occur when flights are delayed from the smaller airports and passengers
do not arrive at the hub in a timely manner.
Inclement weather at a spoke airport, lost or delayed luggage, missed connections, or
long waits between flights are all problems that can occur on a daily basis for airline

Explain frequent flyer programs and airline executive clubs.

Frequent flyer programs were established by the airlines to reward passengers for the
number of miles they fly and to encourage passengers to develop a brand loyalty to a
particular carrier.
Once the customer is enrolled in the program, a computer tracks the number of
flight miles.
Accumulated miles can be traded for upgrades or free flights.
Restrictions, including blackout dates and controls on the number of upgrades
allowed on each flight, apply to the redemption of miles.
Expiration dates may also apply to the accumulated mileage.

For a fee, passengers may join an airlines executive club. Airlines

lease club space at the airport, and only members are allowed to use
the facilities and services. Amenities vary from program to program,
but may include:

Meeting room space

Free newspapers
Check-in service for passengers without baggage
Video screens to check flight status
Beverage service
Examples: AA Admirals Club, Delta Crown Club, Air Canada Mapleleaf

Contract foodservice:
An institutional foodservice operation that is run by an outside foodservice agency.

Commercial foodservice:
Profit-driven businesses that compete for customers dollars by preparing, serving, selling, or
providing food for immediate consumption.

Food and beverage business:

A business operated to prepare, serve, sell, or provide food for people to eat.

In-house foodservice:
A foodservice operation that is run by the business itself.

Institutional foodservice:
Foodservice that is provided to customers in an institution such as a hospital, prison, school, or
the military.

Travel agent:
A wholesaler who is authorized to represent buyers and sellers of the travel industry for a

Travel agency:
A business that employs travel agents who make travel arrangements for clients for a
commission or service charge.

What does AAA stand for and what are the members benefits?

AAA of the Carolinas (American Automobile Association)

Member benefits
Travel assistance with destinations and reservations
Road service
Assistance with automotive purchase, maintenance, and repair

Who is Ward Foster?

Introduced travel agencies to the United States in 1888.

Explain types of agencies:

Independent agencies: Small, unaffiliated agencies that serve clients from a walk-in office
location or over the telephone.
Agency chains: Semi-independent agencies affiliated with one another through franchise
Consortium-affiliated agencies: Independent agencies linked to gain the resources and
financial benefits of a chain but with lower fees and commissions. Examples: World Travel
Affiliates and Hickory Travel Systems.
Home-based agencies: Agents who conduct business from their homes using electronic
technology rather than from the traditional office.
Internet travel agencies
Internet agencies: Agencies that may or may not be home-based and that serve
clients primarily through the use of the Internet.
Internet travel intermediaries: Internet agencies that act as a mediator between
the travel industry businesses and customers at a lower price per transaction than
either the business or a traditional travel agency may be able to provide.

Describe advantages and disadvantages of using a travel agent:

The agent has knowledge of a geographically diverse marketplace.
The agent saves the customer time by researching the product mix that best meets
the customers request.
The agent can recommend price considerations.
The agent may use Global Distribution Systems (GDS) to make reservations. GDS is
a worldwide inter-organization information system that maps destinations for
travel associates use in selling tourism services.
The customer may be asked to pay a service charge.
The agent may not have current information and prices.
The agent may not work in a timely manner.

What is the Global Distribution System (GDS)?

A worldwide inter-organization information system that maps destinations for travel
associates use in selling tourism services.

Trade publications:
Print media associated with the travel industry. Examples: Todays Traveler and Travel

Casino Harrahs
Fair NC State Fair
Golf Pinehurst Club
Motorsports racing Lowes Motor Speedway
Museums Discovery Place
Music and/or dinner theaters Medieval Times
Natural Destinations Blowing Rock

Outdoor dramas Shakespeare in the Park

Parade Macys Thanksgiving Day Parade
Snow sports Ski Beech
Theme Park Dollywood
A term used to describe small-group meetings that are held as part of a general convention.

A small group session of intense study or training that emphasizes an exchange of ideas or
demonstration of skills.

An international term used for meeting.

A meeting involving discussion on a specific issue, usually led by panelists and involving
audience participation.

A meeting in which at least two speakers give their viewpoint on a particular subject, followed
by discussion among the speakers and the audience.

A formal meeting arranged to discuss a specific issue.

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

Where is the Mall of America?

Bloomington, MN

What are the famous shops in NYC?

Soho and Nolita district

Shop where the rich and famous shop.
Hear the inside scoop on celebrities while you shop.
Fifth and Madison Avenues
Designer palaces
Trends of the season
Most posh shopping district in the world
Barneys is a high class store for men and women who want to dress well.
Seventh Avenue
Home of the fashion industry
Streets filled with accessories
Art Deco Emporium
42nd and 44th Streets
Gold and jewels
Precious metals appraisals

Name 2 locations for Outlet shopping:

Concord Mills, Concord, NC

Shoppertainment in an oval racetrack layout reflective of the NASCAR area
Shopping destination of the Carolinas (See Objective 5.02)
Burlington Manufacturers Outlet Center
North Carolinas first and original factory outlet center
Over 60 factory outlet and designer stores
Tanger Outlet Centers
The nations most popular brand name manufacturers and upscale designer outlet
Located in 20 states coast to coast

Burlington, NC

Nags Head, NC

Myrtle Beach, SC

Parks on the Parkway, Blowing Rock, NC

Pigeon Forge and Sevierville, TN

Headquarters in Greensboro, NC

What is Seagrove?

Seagrove, NC
Largest and oldest community of working potters in the US
Nowhere in the country is there a similar colony of artists whose studios and
workshops are open every day for travelers and friends to stop in to observe and
shop. For the purchaser it is a way to know the origin of the piece, and for the
artist it is a chance to know the consumer.
Over 100 potters make and sell their wares from their shops in the Seagrove area
Retail pottery galleries in Seagrove

Blue Moon Gallery

Seagrove Pottery

Village Pottery Marketplace

North Carolina Pottery Center, the first state pottery center in the nation, opened in
1998 in Seagrove
Museum of NC Traditional Pottery

Name 3 NC wineries:

Biltmore Estate Winery, Asheville, NC

Largest winery in North Carolina
100,000 cases of wine produced per year
Tasting and retail room
Shelton Vineyards, Dobson, NC
Second largest winery in North Carolina
Tasting and retail room
Shelton At Sunset Concert Series
Shelton Cheeses, production and retail
Dennis Vineyards, Albemarle, NC
Tasting and retail room
2002 1st place winner at North Carolina State Fair
Duplin Winery
Oldest operating winery in North Carolina, the 26th in the country to be bonded
after Prohibition
Tasting and retail room, theater, and dining facilities
One of the first to actively promote health benefits of wine
Silver Coast Winery, Shallotte, NC
Coastal NCs premier producer of premium wines
Tasting and retail room
Offers tours from the vineyard to the bottle
Special events

What is the Department of homeland security?

President Bill Clinton created The National Security Councils Critical Infrastructure
Working Group as a result of the 1995 bombing of the Murrah Federal Building in Oklahoma
City. Presidential Decision Directive 63 was issued on May 22, 1998 to achieve and
maintain the capability to protect our nations critical infrastructures (cybersecurity.)
In the aftermath of September 11, 2001, President George W. Bush signed the Homeland
Security Act on November 26, 2002 and nominated Governor Tom Ridge to serve as
Secretary of the new United States Department of Homeland Security.

Identify psychological factors affecting leisure/pleasure travelers


Prestige. Travel to choice destinations can provide a traveler with a level of fame,
admiration, and respect if only in the mind of the traveler.
Monte Carlo Riviera
Hollywood, CA Rodeo Drive
Escape. Travel satisfies a desire to leave the daily routine of ones life.
Beaches Hilton Head, SC
Caribbean St. Thomas
Education. Travel has been viewed as broadening.
Historical Washington, DC and Williamsburg, VA
Grand Canyon
Social interaction. Travel provides opportunities to meet and interact with new and
different people.
Vail, CO ski trip
Princess Cruise Lines Inclusive resorts
Family bonding. Reunions have become an important segment for the travel industry.
Grandparents homes
Heritage/roots Family reunions, weddings, and funerals
Relaxation. Travel offers a time to play and unwind.
Attractions Disneyland, Busch Gardens, Sea World
Festivals Mardi Gras
Self-discovery. Vacations provide time and surroundings conducive to finding oneself.
Beauty, nature and national parks camping, hiking
Holistic vacations Yoga retreats

Identify personal qualities that would be beneficial in the TTRM


Pride in their work
Patience in dealing with customers
Judgment to listen to needs and respond to the customer in a fair manner
Adaptability to get along and cooperate with fellow workers, teamwork and the
ability to adapt to the working environment.
Flexibility in dealing with customers that change their minds

Technical knowledge
Knowledge of attractions
Skill in giving directions

First impressions
Dress neatly and simply
Good grooming habits
Avoid smoking, chewing gum or eating if customers can see you

Customer relation personalities


Employees must be friendly, pleasant, courteous, adaptable, sociable, outgoing,

communicative and helpful.
Employees must understand the personalities of others and be able to adapt to
these different personalities.

What TTRM needs would a family consider when on a vacation?

Vacation packages which offer something for children
Recreational facilities for children
Accommodations that allow pets
Family plans in which children under a specified age may stay in the same room as
parents at no additional charge

Discounted airfares for children

Business image:
The perception or belief that people have about a business.

Customer mix:
Combination of customers that use or are attracted to a particular hospitality and/or travel
organization or destination.

Destination image modification:

The process of examining a tourists overall travel experience.

Compares traveler expectations to actual experiences

When experiences live up to expectations which were based on destination images, the
tourist is satisfied. The tourist is dissatisfied if experiences do not live up to
The tourist decides whether or not to return to a destination based on satisfaction or
Travelers talk about experiences, good or bad, with friends, thus helping the friends
begin to form images of the destination.

Functional image:
Image of a destination associated with specific activities and attractions at the destination.
Example: Functional images of Cape Hatteras are sandy beaches, swimming, surfing, and

A set of moral rules that helps people decide right from wrong.

Those customers that organizations rely on for repeat business.

Customer lifetime value:

Treating the individual as an asset rather than a commodity; having a long-term interest in
individual customers.

Giving employees the authority to identify and solve guest problems or complaints immediately
and to make improvements in the work processes if necessary.

Relationship marketing:
Building, maintaining, and enhancing long-term relationships with individual customers;
making the individual customer loyal to the business/destination/organization.

What is the fastest growing industry in the USA?