WHAT IS TOURISM?

Tourism – those activities that take people away from their usual place of residence for pleasure or a holiday rather than work.

Most definitions of Tourism will however preclude business travel, as tourism generally implies travel for leisure and pleasure.

Tourism occurs as a result of the different types of business that provide a range of products and services to visitors. It also

involves the input of the public sector (government, politicians and bureaucrats) through policy formulation, regulations,

Legislation and funding assistance for marketing and investments.

TOURIST

A person who travels for pleasure and for reasons other than employment or business, usually more than 40kms from home and

usually for a period of more than 24 hours.

TRIP

A journey that involves a stay away from home being at least 40kms in distance and of at least 24 hours duration, but not for

more than 3 months.

VISIT

As a component of a trip, is defined as being made to each place where one or more nights is spent while on the trip.

ATTRACTIONS

Sights and activities at a destination that will attract tourists. May be natural or built.

SECTOR

One area or division of an industry, eg

HOSPITALITY TRAVEL OPERATIONS VISITOR SERVICES

Accommodation Retail Travel Agents Attractions (built and natural)

Restaurants Tour Wholesalers Special Event Organisers

Cafes / Bars Tour Operators Government Tourism Bodies

Club Venues Cruise Lines Regional Tourism Associations

Gaming Facilities Railways Visitor Information Centres

Conference Facilities Coach Companies Duty Free Shops

Catering Services Care Rental Companies Souvenir Outlets

Entertainment Airlines Recreation / Sports Facilities

MULTISKILLED

Having skills in more than one area of specialisation, enabling transfer between different job categories.

ALLOTMENT

Allocation of a specific number of hotel room or transport seats to tour operators to sell until a given date, when the unsold

rooms or seats are given ‘released back’ t the hotel or carrier without payment.

ITINERARY

Plan of a journey, travel route.

QUOTE

Estimate provided to a client of the cost of particular travel services.

PREFERRED PRODUCT AGREEMENT

A formal agreement entered into by an agency in which it guarantees to ‘push’ a particular principal’s products more

aggressively than its competitors. In return the agency is paid a high rate of commission for its sale of these products.

RACK RATE

The official published rate of an accommodation property.

PACKAGE TOUR

Pre-arranged combination of travel and tourism services organised for individuals or groups.

PRODUCTS

The tangible aspects of tourism.

SERVICES

The intangible aspects of tourism, what we do for our customers.

INTERNAL FACTORS

Those factors within the control of the enterprise eg. Pricing Structure, while usually determined internally, is also influenced by

demand, supply costs and competition.

EXTERNAL FACTORS

Those factors beyond the control of the enterprise eg. Trends, Competitors, Market Needs, Seasonality, Location, Environmental

Issues, Economic Viability, Industry Regulation and Legislation, Suppliers, Availability of Skilled Staff, Government / Legislation.

TOURISM MARKETS

Inbound Tourists Visitors who main place of residence is outside of Australia.

Outbound Tourists Australian residents travelling overseas.

Domestic Tourists Australian residents travelling within Australia

Intrastate Tourists travelling within their own state.

VFR Visiting friends and relatives

TARGET MARKET

A category or group of people (customers) with similar characteristics (such as income, age, residence) and buying habits that

an organisation wants to attract.

MARKET SEGMENTS

Portion of a target market with similar traits, needs and desires.

IMPACTS ON TOURISM

- Currency movements

- Natural Disasters

- Terrorism

- Health Threats

- Wars

RESPONSIBLE TOURISM DEVELOPMENT

Balancing the needs of the local communities with those of the tourists.

CULTURAL TOURISM

Tourism activities that enable tourists to engage more with other cultures and lifestyles.

CROSS CULTURAL UNDERSTANDING

Learning about and understanding other peoples cultures and lifestyles.

SUSTAINABLE DEVELOPMENT

Achieving a balance between tourism development and the protection of natural environment for use by future generations.

ECOTOURISM

Tourism which is concerned with maintaining the natural and cultural integrity of certain tourism areas. It attempts to

link between economic development and the conservation and protection of natural areas.

WASTE MANAGEMENT

The management of waste disposal in a way that minimises harm to the environment, reduces costs to enterprises and reduces

pollution.

QUALITY ASSURANCE

The control of variations in the provision of goods and services that ensure consistency.

STANDARD OR STANDARDISATION

The setting of a minimum level of output of performance for completing a task.

ACCREDITATION

System of standardising the delivery of services and produced to met the specific quality requirements.

COST OF NOT PROVIDING QUALITY- Increased time to performance tasks.- Loss of Money- Loss of Customers- Lack of consistency

INTERNAL CUSTOMERS

Those people in our organisation with whom we interact, such as our colleagues.

EXTERNAL CUSTOMERS

Those people outside our organisation with whom we interact, including paying or potential customers or clients.

FORMAL COMMUNICATION

Structured communication, such as letters, memos, procedures etc.

INFORMAL COMMUNICATION

Information communication through unstructured means, such as that which is communicated orally.

GRAPEVINE

Informal communication channel. The information is not relative or accurate.

PERSONAL SPACE

The distance required between two people so that both feel comfortable when interacting.

GROUP

A collection of people in the workplace who are brought together because of a common link, for example similar skills.

TEAMWORK

When the members of a group collectively contribute to the achievement of goals set by the team.

CUSTOMER

A person who pays for our goods or services.

CLIENT

A person who seeks our professional advice.

GUEST

A person who visits a tourism establishment for the purpose of using its facilities and services.

FAMILIARISATION TRIP

Free trips offered by airlines or other tourism providers to travel agents to sample to products offered by those companies.

FORMAL RESEARCH

Systematic collection of data from primary and secondary sources.

INFORMAL RESEARCH

Collection of information from secondary sources.

SUGGESTIVE SELLING

Selling by suggesting alternatives and describing special features.

UPSELLING

Selling techniques that starts at the lowest priced product or service and moves up through the price and quality levels.

DOWNSELLING

Selling techniques that being by suggesting the highest priced item and works down through the price and quality levels.

PERSONAL SELLING

Oral presentation make to a customer for the purpose of selling products and services.

ADD ONS AND EXTRAS

A selling technique used to persuade a potential customer to buy additional products and services.

PROMOTIONAL TOOLS

The ways in which an organisation sells its products and services.

PROMOTIONAL MATERIALS

Printed or electronic information about the products or service of an organisation.

PROMOTIONAL ACTIVITIES

Activities undertaken by an organisation to increase exposure in the market place.

ADVERTISING

Any paid for space in the mass media for the promotion of a production service.

PUBLIC RELATIONS

Activities designed to portray the organisation in a positive light through publicity.

MOTIVATION

The forces within us that induces us to do a certain thing.

EXTRINSIC MOTIVATORS

Pay, bonuses, job security, employment fringe benefits, pleasant working conditions

INSTRINSIC MOTIVATORS

Job satisfaction, customer compliments, praise from our supervisors.