Outdoor activities with an element of risk, usually somewhat physically
challenging and undertaken in natural, undeveloped areas
Ancillary revenues
Money earned on non-essential components of the transportation experience
including headsets, blankets, and meals
Appropriation
The action of taking something for one’s own use, typically without the owner’s
permission
Authenticity of experience
Discussion of the extent to which experiences are staged for visitors
Average cheque
Total sales divided by number of guests served
B
Back of hous
Food production areas not accessible to guests and not generally visible; also known
as heart of house
Beverage costs
Beverages sold in liquor-licenced operations; this usually only includes alcohol, but
in unlicensed operations, it includes coffee, tea milk, juices, and soft drinks
Botanical garden
A garden that displays native and/or non-native plants and trees, often running
educational programming
C
Carbon offsetting
A market-based system that provides options for organisations to invest in green
initiatives to offset their own carbon emissions
Collaborative consumption
Also known as the sharing economy, a blend of economy, technology,
and social movement where access to goods and skills is more important than ownership (e.g.,
Airbnb)
Conferences
Business events that have specific themes and are held for smaller groups than
conventions
Conventions
Business events that generally have large attendance, are held annually in different
locations each year, and usually require a bidding process
Culinary tourism
Tourism experiences where the key focus is local and regional food and drink,
often highlighting the heritage of products involved and techniques associated with their production
Customer relationship management (CRM)
A strategy used by businesses to select customers and to
maintain relationships with them to increase their lifetime value to the business
D
Destination mountain resorts
Large-scale mountain resorts where the draw is the resort itself;
usually the resort offers all services needed in a tourism destination
E
Environmental accreditation or certification
A voluntary system that establishes environmental
standards and regulates adherence to reducing environmental impacts
Event
A happening at a given place and time, usually of some importance, celebrating or
commemorating a special occasion; can include mega-events, special events, hallmark events,
festivals, and local community events
F
Familiarisation tours (FAMs)
Tours provided to overseas travel agents, travel agencies, RTOs, and
others to provide information about a certain product at no or minimal cost to participants — the
short form is pronounced like the start of the word family (not as each individual letter)
Franchise
Enables individuals or investment companies to build or purchase a business and then buy
or lease a brand name under which to operate; also, can include reservation systems and marketing
tools
Franchisee
An individual or company buying or leasing a franchise
Franchisor
A company that sells franchises
Fully independent traveller (FIT)
A traveller who makes his or her own arrangements for
accommodations, transportation, and tour components; is independent of a group
H
Hospitality
The accommodations and food and beverage industry groupings
I
In country
A term to describe using a local-ownership approach for the wealth generated from
tourism to stay in a destination
Inbound tour operator
An operator who packages products together to bring visitors from external
markets to a destination
Incentive travel
A global management tool that uses an exceptional travel experience to motivate
and/or recognise participants for increased levels of performance in support of organisational goals
L
Loyalty programmes
Programmes that identify and build databases of frequent customers to
promote directly to them, and to reward and provide special services for those frequent customers
M
Meetings, conventions, and incentive travel (MCIT)
All special events with programming aimed at a
business audience
Moment of truth
When a customer’s interaction with a front-line employee makes a critical
difference in their perception of that company or destination
N
Nature-based resorts
Resorts where the motivator is immersion in the natural environment; the
focus is often on wildlife and wilderness area
O
Off-road recreational vehicle (ORV)
Any vehicle designed to travel off paved roads and on to trails
and gravel roads, such as an ATV (all-terrain vehicle) or Jeep
Outdoor recreation
Recreational activities occurring outside; generally, in undeveloped area
P
Private land
Any land where private property rights apply
R
Recreation
Activities undertaken for leisure and enjoyment
Regional mountain resorts
Small resorts where the focus is on outdoor recreation for the local
communities; may also draw tourists
S
Sport tourism
Any activity in which people are attracted to a particular location as a participant,
spectator, or visitor to sport attractions, or as an attendee of sport-related business meetings
T
Tip-out
The practise of having front-of-house staff pool their gratuities, or pay individually, to
ensure back-of-house staff receive a percentage of the tips
Tourism services
Other services that work to support the development of tourism and the delivery
of guest experiences
V
Visitor centre
A building within a community usually placed at the gateway to an area, providing
information regarding the region, travel planning tools, and other services including washrooms and
Wi-Fi
W
Wine resorts
Resort experiences where exploration, consumption, and purchase of wine are key
components
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