Vocabulary

** Hospitality and Tourism Course ** ** Chapter Vocabulary **

__**Chapter 1**__

**Section 1.1**


 * **Hospitality industry**- is a group of business composed establishments related to lodging and food-services management.
 * **Bed-and Breakfasts (B&Bs)**- small unique inns that offer a full breakfast with a night's stay.
 * **Tourism industry**- a group of business that encompasses travel/transportation vendors for air, rail, auto, cruise, and motor-coach travels, and promote travel and vacations.
 * **Service-** an intangible thing that is a task performed for customers by a business.
 * **Variables-** factors that can cause something to change or vary.
 * **Perishability-** the probability of a product ceasing to exist or becoming unusable within a limited amount of time.
 * **Intangibility-** a state of being abstract, as are things that cannot be touched.
 * **Changeability-** a condition of being subject to change or alteration.

**Section 1.2**


 * **Diversity-** ethnic variety as well as socioeconomic and gender variety in a group or society.
 * **Ecotourism-** a branch of tourism encompassing adventure tourism and sustainable development of regions for future generation.
 * **Market Segments **- groups of consumers categorized by specific characteristics to create a target market.

**__Chapter 2__**


 * Section 2.1**


 * **Infrastructure-** the physical components of a destination, such as hotels, restaurants, roadways, and transportation, that supports tourism.
 * **Economic multiplier-** the process of how money filters through a local economy and is spent and re-spent, creating income for other businesses.
 * **Leakage-** tourist dollars spent imported goods so that revenue ends up in foreign economies.
 * **Globalization-** the increasing integration of the world economy.
 * **Sustainable Tourism-** tourism that allows a destination to support both local residents and tourists without compromising future generations.
 * **Aesthetic Pollution-** the spoiling or contamination of the natural beauty and features of an environment, due to poor planning and design of tourism projects.
 * **Ventures-** travelers who tend to be the first to discover a new, unspoiled destination.
 * **Dependable-** travelers who prefer familiarity and creature comforts and seldom try anything new or different.


 * Section 2.2**


 * **Business Travel-** travel for sole purpose of conducting an individual's or company's business.
 * **Meeting and incentive travel-** business travel by employees to attend a business meeting or as a reward for having met or exceeded company goals.
 * **Meeting Planner-** a person who organizes and plans a meeting.
 * **VFR Travel-** travel for the purpose of visiting friends or relatives.
 * **Leisure Travel-** travel for the sole purpose of enjoyment.
 * **Maslow’s hierarchy of needs-** a theory that explains what motivates people to act in certain ways or make certain decisions.

__**Chapter 3**__


 * Section 3.1**


 * **Commercial Site-** an establishment, such as a restaurant, where a food-and-beverage business competes for customers.
 * **On-site facility-** an institutional or noncommercial establishment, such as hospital or corporation, that provides meals for people involved with the property.
 * **Full-service Restaurant-** a restaurant where a customer sits at a table, gives an order to a server, and is served food at the food.
 * **Quick-service restaurant (QSR)-** a restaurant offering speedy basic services, convenience, and consistent quality at low prices.
 * **Chain-** a type of business that has more than one location with the same name under the same ownership.
 * **Franchise-** a type of business that is set up through a franchise agreement, which is a contract between a franchisor and franchisee to sell a company's goods or services at a designated location.


 * Section 3.2**


 * **Front of the house-** the area in a hospitality establishment that guests view,suchas the entrance and dining room.
 * **Back of the house-** the area in a hospitality establishment that guests usually do not view, including all areas responsible for food quality and production, such as the kitchen and receiving, office, and storage areas.
 * **Production-** an assembly-line process by which food is prepared, plated, and expedited by teams at various food station.
 * **Return on investment (ROI)-** a calculation used to determine the ability of. Product to generate profits.


 * __Chapter 4__**


 * Section 4.1**


 * **Transient Guest-** an individual traveler with a reservation, staying in a hospitality property for a maximum of 30 consecutive days.
 * **Meal plan-**a room rate that includes meals; some choices of meal plans are: European Plan, Continental Plan, Bermuda Plan, Modified American Plan, and American Plan.
 * **Yield management-** a sytem of maximizing revenue through adjusting room rates according to demand.
 * **Average daily rate (ADR)-** a rate based on total sales for the day divided by the total number of sold rooms.
 * **Occupancy percentage (OCC%)-** a percentage calculated daily and based on the number of rooms sold as a percentage of the total number of available rooms.
 * **Revenue per available room (revPAR)-** a rate that reflects a hotels's revenue per available room.


 * Section 4.2**


 * **Front of the house (lodging)-** the area ina lodging facility that guests view, such as the lobby.
 * **Back of the house (lodging)-** the area in a lodging facility where support services take place, which guests usually do not view.
 * **Night auditor-** the hotel staff member who does the night audit and balances that guesnts' accounts each evening.
 * **Guest service agent (GSA)-** a hotel staff member who performs all of the functions of a desk clerk/agent, concierge, and valet.
 * **Guest or uniformed services-** staff members in uniforms, including the bell staff, valets, security officers, concierge, and door or garage attendants.
 * **Concierge-** a hotel staff member who helps guests make arrangements for transportation, restaurant reservations, event reservations, and entertainment tickets, and advises guests about activities in the area.

__**Chapter 5**__


 * Section 5.1**


 * **Disposable income-** the money left from a persn's gross income after taking out taxes.
 * **Niche Market-** a new market in tourism that bases travel on specific interests, such as ecotourism.
 * **Package Tour-** a prearranged tour that offers value, guaranteed sightseeing, and a quality product.
 * **Charter Tour-** a tour in which a tour operator buys all the seats on an airplane, train, or bus and resells them to travelers.
 * **Customized Tour-** a tour that is more expensive than a package tour and is designed specifically for an individual tourist.


 * Section 5.2**


 * **Hub-and-spoke system-** an effective network for an airplane formed by a hub, or a large airport, connected to other smaller airport called spokes.
 * **Frequent-flyer program-** a program in which an airplane offers free travel, upgrades, and discounts to program members.
 * **Amtrak-** a company that operates a railroad system with combined passenger and rail service throughtout the continental United States.
 * **Windjammer-** a sailing ship that offers passengers the opportunity to sail privately and work with a crew.

= =

__**Chapter 6**__


 * Section 6.1**


 * **Destination-** the final stop pf a journey, or the goal for travelers.
 * **Destination Marketing-** the process of developing, promoting, and distributing specific locations to travelers and maintaining appeal as long as possible.
 * **Seasonality-** the concept that certain destinations appeals to travelers at certain times of the year, based on climate and geography.
 * **Resort-** a destination that provides entertainment, recreation, leisure activities, accommodations, and food for guests.
 * **Destination resort-** a resort property in a specific location with a concentration of resources or facilities in a localized area.


 * Section 6.2**


 * **Intermediary-** an agent who does not work directly for a travel provider but sells his or her products for a fee.
 * **Commission-** a fee or payment for services based on a percentage of products sold.
 * **Channel of Distribution-** the path a travel product takes from the produce to the consumer, or traveler.
 * **Convention and visitors bureau (CVB)-** an organization that works with meeting planners to provide tourist information services to business and leisure travelers.

__**Chapter 7**__


 * Section 7.1**


 * **Amateur Sports-** athletic activities and competitions for athletes who do not get paid.
 * **Paralympics-** competitions which the world's best athletes with physical disabilities showcase their talents.
 * **Commercial recreation-** any recreational activity for which a guest pays a fee.
 * **Public recreation-** free or paid recreation that takes place on state and federal lands and in city, state, or national parks.
 * **Therapeutic recreation-** any recreation that includes activities to help a person's emotional, mental, or physical health.


 * Section 7.2**


 * **Mega-event-** the largest type of event, which is a unique, "must-see" happening that has international appeal.
 * **Hallmark event-** a local or regional event with national or possible international appeal that occurs once or annually.
 * **Consumer show-** a single- or multi-dayy exhibition held at convention or civic center arena.
 * **Performing arts-** a segment of the entertainment induatry thst includes the exhibition of live presentations by artists, such as actors in theaters or performance artists in other venues.


 * __Chapter 8__**


 * Section 8.1**


 * **Marketing-** the process of developing, promoting, and distributing products, or goods and services, or goods and services, to satisfy customers' needs and wants.
 * **Distribution-** the process of getting the product to the customer.
 * **Marketing Concept-** the idea that an organization needs to satisfy its customers while also trying to reach its organization's goal.
 * **Target Market-** a specific group of customers that an organization selects as the focus of its marketing plan.
 * **Marketing Mix-** a combination of four basic marketing strategies, known as the four Ps- product, price, place, and promotion.
 * **Utility-** the concept of conveying the value of products through appropriate, adequate information, and easy exchange.


 * Section 8.2**


 * **Marketing plan-** a written document that provides direction for the marketing activities of a company for specific period of time.
 * **Mission-** a business's purpose or goal.
 * **Marketing environment-** the internal and external factors that influence marketing decisions and the ability of the marketing plan to reach its goal.
 * **Demographics-** statistics that describes a population in terms of personal characteristics, such as age, gender, income, ethnicity, or education.
 * **Goal-** the eventual desired outcome.
 * **Objectives-** the steps that will lead to the goal.

__**Chapter 10**__


 * Section 10.1**


 * **Products-** goods and services that have monetary value.
 * **Core Products-** the main product that the customer is buying.
 * **Facilitating Products-** goods or services that aid the use of the core product.
 * **Supporting Products-** extra goods or services that accompany the core product to add value or to differentiate it from the competition.
 * ****Products Mix-** the total assortment of products that a company makes or sells. **


 * Section 10.2**


 * **Product Life Cycle-** the various stages that a product goes through during its existence, from development, introduction, growth, and maturity to decline.
 * **Customer Satisfaction-** a positive feeling or reaction customers have when a business or product meets their needs.
 * **Customer Loyalty-** the customer's faithfulness to a business and its product, demonstrated by the customer purchasing the product again.
 * **Relationship Marketing-** building relationships with customers by adding value to the interaction that will lead to long-term customer satisfaction and retention.