Vocabulary

Section 1.1


 * Hospitality industry - a group of businesses composed of establishments related to lodging and food-service management
 * Bed-and Breakfasts (B&Bs) - small unique inns that offer a full breakfast with a night's stay
 * Tourism industry - a group of businesses that encompass travel/transportation vendors for air, rail, auto, cruise, and motor-coach travel, 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 generations
 * Market Segments - groups of consumers categorized by specific characteristics to create a target market

Section 2.1
 * Infrastructure- the physical components of a destination, such as hotels, restaurants, roadways, and transportation, that support 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 on 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
 * Venturers- travelers who tend to be the first to discover a new, unspoiled destination
 * Dependables- travelers who prefer familiarity and creature comforts and seldom try anything new or different

Section 2.2
 * Business Travel- travel for the 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

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 a 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 table
 * 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 franchise agreement, which is a contract between a franchiser 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, such as 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 stations
 * Return on Investment (ROI)- a calculation used to determine the ability of a product to generate profits

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 system 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
 * Revenue per available room (revPAR)- a rate that reflects a hotel's revenue per available room

Section 4.2
 * Front of the house (lodging)- the area in a 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 the guests' 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

Section 5.1
 * Disposable income- the money left from a person's gross 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

Section 5.2
 * Hub-and-spoke system- an effective network for an airline formed by a hub, or a large airport, connected to other smaller airports called spokes
 * Frequent-flyer program- a program in which an airline offers free travel, upgrades, and discounts to program members
 * Amtrak- a company that operates a railroad system with combined passenger and rail service throughout the continental United States
 * Windjammer- a sailing ship that offers passengers the opportunity to sail privately and work with a crew

Section 6.1-
 * Destination- the final stop of 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 appeal to traveler 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 producer 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

Section 7.1
 * Amateur sports- athletic activities and competitions for athletes who do not get paid
 * Paralympics- competitions in 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 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-day exhibition held at convention or civic center arena
 * Performing arts- a segment of the entertainment industry that includes the exhibition of live presentations by artists, such as actors in theaters or performance artists in other venues

Section 8.1
 * Marketing- the process of developing, promoting, and distributing products, or goods and services to satisfy customers' needs and wants
 * Distribution- the process of getting the product to the consumer
 * Marketing concept- the idea that an organization needs to satisfy its customers while also trying to reach its organizations' goals
 * Target market- a specific group of consumers that an organizations 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 and convenient placement, adequate information, and easy exchange

Section 8.2
 * Marketing plan- a written document that provides direction for the marketing activities of a company for a 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 describe a population in terms of person characteristics, such as age, gender, income, ethnicity, or education
 * Goal- the eventual desired outcome
 * Objectives- the steps that will lead to the goal

Section 9.1
 * Market segmentation- a way of analyzing a market by specific characteristics to create a target market
 * Psychographics- studies of consumers based on social and psychological characteristics such as attitudes, interests, and opinions
 * Geographics- statistics about where people live
 * Behavioristics- statistics about consumers based on their knowledge, attitudes, use, or response to a product
 * Positioning- the creation of an image for a product in the minds of customers, specifically in relation to competitive products, including services
 * Competitive advantage- an advantage over competitors due to greater value to consumers through lower prices or more benefits

Section 9.2
 * Market research- the systematic gathering, recording, analyzing, and presentation of information related to marketing goods and services
 * Secondary research- published data that have been collected for some other purpose
 * Primary research- original research conducted for a specific marketing situation
 * Observation method- a research method that involves watching people and recording their actions by audio, visuals, or writing
 * Experimental method- a research method whereby a researcher observes the results of changing one or more marketing variables
 * Survey method- a research method that involves gathering information from people through the use of surveys or questionnaires
 * Sample- a number of people who are representative of a study's population

Section 10.1
 * Products- goods and services that have monetary value
 * Core product- 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
 * Product 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