A
Collection of Acronyms and Terms Commonly Used in the Tourism Industry
Based primarily on the Tourism
Glossary published by in the text Passport: An Introduction to the Tourism
Industry
Fourth Canadian Edition
- this list apparently originally came from the Ontario Tourism Education Corporation.
à
la carte:
meal choice from complete menu, regardless of price.
à
la minute:
made to order.
à
la mode: topped
with ice cream, usually dessert such as apple pie.
A-card: form used
with front office posting machines to reconcile and report cash at close
of first shift and alternate shifts thereafter. See also
B-/C-/D-card.
a.m. report: morning
report status of vacant rooms.
AAA: American Automobile
Association.
AARP: American Association
of Retired Persons.
ABBA: American Bed
and Breakfast Association.
abeku:
Japanese “fashion” or “love” hotels that often resemble European castles
or alpine chalets, and provide garden settings. Offering 360-channel TV
and saunas. These are get-away places for discreet Japanese who live in
thin-walled, crowded, high-density buildings.
ABTA: Association
of British Travel Agents; also Association of Bank Travel Agents.
ABTB: Association
of Bank Travel Bureaus.
ACA: Awareness, Concern,
Action; also Awareness, Courtesy, Attitude.
academic market: that
segment of marketplace whose travel dates and plans revolve around an academic
calendar.
access code: used
to gain entry, for example, to a restricted area, computer system, telephone
line.
ACCI: Associated Cultural
Clubs, Inc.
accommodation: bedrooms
occupied by meeting attendees.
accommodations industry:
the hotel and motel business, which is very closely related to the foodservice
industry.
accompanying person:
any individual who accompanies a conference participant, not necessarily
involved in scheduled activities.
accordion fold: paper
folded like an accordion.
account executive:
person responsible for management of office.
account receivable:
company, organization, or individual registered or not who has an outstanding
bill.
accounting: recording
and interpreting financial records so as to determine matters such as profit,
loss, assignment of costs.
accounts payable:
record of purchases and payments made to suppliers.
accessibility: availability
or approachability for all persons.
accounts receivable ledger:
aggregate of individual accounts receivable records.
accounts receivable:
record of sales and payments made to company.
accreditation: process
wherein agency or government body recognizes program of study which meets
certain predetermined standards.
ACED-I: Association
of Conference and Events Directors-International.
ACF: American Culinary
Federation.
ACFEI: American Culinary
Federation Educational Institute.
acidity: in wines,
natural acids that appear.
acquisition cost:
cost of acquiring something.
AC: Air ACTA: Association
of Canadian Travel Associations.
ACTE: Association
of Corporate Travel Executives.
ACTS: Airlines Computerized
Baggage Tracing System.
actuary: one who uses
existing statistics to formulate scientific equations to be used in businesses
for purpose of financial forecasting.
AD-75: Agent Discount
– 75%. Airline rate usually reserved for agents and operators who are major
source of business; granted airlines discretion.
add-ons: additional
tour features that are not included in tour price.
adds: last minute
reservations added to reservation list on day of arrival.
ADEA: Age Discrimination
in Employment Association.
adjacent rooms: rooms
side-by-side. (adjoining rooms)
adjoining rooms: rooms
that abut along corridor but do not connect through private doors. (suite,
adjacent rooms)
ADS: Agency Data Systems.
advance reservations:
securing rooms in advance of convention.
adventure tour: tour
designed around some adventurous activity such as raft riding, hiking,
or ballooning.
advertising: any paid
form of non-personal presentation and promotion of ideas, goods, or services
by identified sponsor.
advertising message:
information and image an event wants to convey to the public.
AEA: Association of
European Airlines.
aerial lift: see ski-lift.
AFA: American Franchise
Association.
affiliated hotel:
one of chain, franchise, or referral system, membership of which provides
advantages, particularly national reservation system.
affinity mode: membership
organization, such as school or business.
after departure: late
charge.
advance deposit:
deposit furnished by a guest for a room reservation the hotel is holding.
after-departure charges:
late charges.
after-fact monies:
promotional monies received by tour operator from supplier only if tour
project has materialized.
afternoon tea: light
snack comprised of delicate sandwiches and small sweets served with tea
or sherry.
age: age of wine measured
by year of grapes used to produce wine.
agency appointment:
travel agencies approved by IATA to represent group of carriers.
agency ledger: division
of city ledger dealing with travel agency accounts.
agenda: outline of
a meeting.
aging: slow subtle
completion of fermentation usually in large wooden barrel or glass lined
vats.
AGTE: Association
of Groups Travel Executives.
AH&L: American
Hotel and Lodging.
AIDA: Attention, Interest,
Desire, Action
AIMP: Association
of Independent Meeting Planners.
AIO: Attitudes, Interests
and Opinions.
AIOD: telephone equipment
that provides Automatic Identification of Outward Dialing for billing purposes.
air mile: 6,075 feet.
air miles®: vouchers
valid for purchase of airline tickets, awarded by institutions to clients
as incentives for using their services.
air/sea: travel programs
or itineraries using some combination of both air and sea transportation.
AIRIMP: AIR Reservations
Interline Message Procedures.
airline crew rooms:
accommodations contracted by airlines for their crews and pilots.
airline discount:
special hotel rate for airline employees.
airport code: unique
internationally recognized three-letter code for an airport. (LAX
= airport hotel: property
near airport.
airport
taxes: local
taxes levied by authorities.
AITO: Association
of Incentive Travel Organizations.
al dente: vegetables
or pasta that are slightly undercooked, so they remain slightly firm.
alcohol: chemical
formula of ethyl alcohol, a preservative and intoxicant found in alcoholic
beverages.
Algoma country: lands
in all expense tour:
travel package that includes cost accommodation and travel charges.
all-inclusive: all
expense paid.
all-suite hotel: hotels
that only rent suites.
allergen: substance
that causes allergic reaction.
allocentric:
enjoys varied and unfamiliar activities (psychocentric; midcentric)
ALPA: Airline Pilots
Association.
Amadeus: computer
system founded by Air ambiance: hotel or
restaurants atmosphere and setting or overall impression and mood created.
amenities: complimentary
items in a hotel
amenity spa: spa with
resort.
American Plan (AP):
hotel rate that includes room, and continental or full breakfast, lunch,
and dinner. (European plan, modified American plan, dine around plan, AMEX (CO):AMerican
Amtrak: National Railroad
Passenger Corporation; government-subsidized corporation that operates
all major passenger train service in
anemometer: wind speed indicator.
angostura bitters:
secret combination of herbs mixed in rum, made in
anti-collision
system: for
ski-lift operations, microcomputer system on detachable ski-lifts which
prevents carrier collisions within stations.
anti-roll back device:
on ski-lift, mechanism that prevents unintended reverse rotation.
anti-runaway device:
prevents ski from sliding away from wearer when binding releases.
antipasto: Italian
appetizer plate that includes fish, meats, marinated vegetables.
AOG – Aircraft On
Ground, used by flight crew to refer to an airplane that is NOT taking
off because of some mechanical delay
AP:
American Plan.
APEC: Asia-Pacific
Economic Co-operation.
aperitif: before dinner
cocktail, used to stimulate appetite.
APEX: Advance Purchase EXcursion
fare
Apollo: computer system
sponsored by United Airlines/Covia Corporation.
appellation: laws
governing wine production in appetizer: small portion
of hot or cold snack, a dish other than soup served before dinner to stimulate
appetite.
appointment: authorization
to sell supplier’s tickets or product.
apprentice: beginner
who works under a trained and experienced person until learning a skill.
APU:
Auxiliary Power Unit. In ski-lift operations, machine having capability
to move aerial lift system with power source independent of prime mover.
arbitrator: unbiased
third party asked to settle disagreement after hearing both sides who will
abide by the arbitrator’s decision.
ARC: Airlines Reporting
Corporation.
archipelago: group
of many islands.
area code: in telephone
systems of area tour: tour that
spends limited amount of time in several countries.
aroma: scent associated
with grape variety used to make wine.
ARPA: arrival time: that
hour by which guest specifies he or she will arrive to claim reservation.
arrival/departure/change
sheet: form on which all guest check-ins, check-outs and changes are
recorded, sometimes three separate forms.
ARTA: Association
of Retail Travel Agents.
ASAE:
American Society of Association Executives.
ASBE: American Society
of Bakery Engineers.
ASEAN: Association
of South-Asian Nations.
ASFSA: ASH: Action on Smoking
and Health
ASHFSA: American Society
for Hospital Food Services Administration.
ASHRAE: American Society
of Heating, Refrigeration and Air-Conditioning Engineers.
ASP: Area Settlement
Plan
aspic: flavoured gelatin.
ASSE: American Society
of Sanitary Engineers.
assertive
(person, supervisor, worker):
commands respect and cooperation by focusing on goals and treating others
with respect.
assets: any possession
with monetary value.
assistant housekeepers:
supervise day-to-day work of room attendants in larger hotels.
assisted living: service
that has some features of full-service nursing home.
association meeting:
meetings initiated by association for discussion of business.
ASTA: American Society
of Travel Agents.
AT&T: American
Telephone & Telegraph.
ATA: Air Transport
Association of ATAC: Air Transport
Association of ATARS: Automated Travel
Agents Reservation System.
ATBEC:
Association of Tourist Boards of the ATC: Air Traffic Conference.
ATEC: ATI: American Travel
Inns.
ATLB: Air Transport
Licensing Board.
ATM: Automatic Teller
Machine.
ATME: Association
of Travel Marketing Executives.
ATP: Agency Training
Program.
ATPCO: Airline Tariff
Publishing Company.
attendant stop: stop
command initiated by operator or attendant on ski-lift.
attendee: registered
participant at conference.
attraction: natural
or constructed feature that attracts tourists.
au
gratin: food
item topped with cheese and/or sauce and browned in oven or salamander.
au jus:unthickened
auditorium set-up: arrangement of furniture for presentations featuring rows of staggered chairs, separated by aisles facing head table, stage or speaker.
authorization: approval of purchase by credit card company.
automatic stop: on ski-lift, stop command initiated by mechanical or electrical device, without action by operator.
AV: audio-visual.
available basis only: convention reservations that have no claim against block of convention rooms because requests arrived after cutoff date.
available rooms: number of guests rooms hotel has for sale, either total in hotel or number unoccupied on given day.
available room rate: average daily rate paid by guests, computed by dividing room revenue by number of rooms occupied. More recently called sales per room occupied
average daily rate:
total room revenue for particular day.
B-card:
form used with front office posting machines to reconcile and report cash
at close of second shift and alternate shifts thereafter, see A-, C-, D-cards.
baby boomers: those
born in back of house: support
areas behind scenes in hotel or motel including general housekeeping functions.
back of the house:
areas in restaurant or hotel not seen by customer.
back to back (full house):
sequence of consecutive group departures and arrivals usually arranged
by tour operators so rooms are never vacant.
back to back: immediate
transfer to connection, without waiting.
backstop: see anti-roll
back device.
baggage allowance:
number of pieces allowed per passenger at no extra cost.
bain-marie:
hot-water bath used to keep prepared foods and sauces hot prior to service,
or cold-water bath to assist cooling of food products below 4 degrees prior
to refrigeration.
bake: to cook with
dry heat.
balance: blend of
subtle flavours and physical components.
balance of trade:
difference between goods and services nation imports and exports.
balance sheet: financial
position at certain point in time; divided into assets, liabilities and
equity.
balanced diet: a diet
with all the nutrients.
balancer: see sheave
assembly.
bank: coins and small
bills given to cashier for making change.
bank cards: credit
cards issued by banks usually for smaller fee than that charged by travel
and entertainment cards.
banquet: a formal
meal for a large number of people ordinarily accompanied by speeches or
ceremony. (do not confuse with banquette)
banquette: a long
fixed seat along one wall of a restaurant. (do not confuse with banquet)
bar:
counter where alcoholic beverages are served.
bar porter: person
who assists bartender by stocking, cleaning and maintaining order of bar
service area.
bareboat charter:
vessel rented without supplies or crew.
barrier-free: absence
of obstacles which would hinder mobility or person with physical disability.
bartender: person
who mixes and serves drinks at a bar.
base fee: arrangement
determined by gross operating revenue that assures management company profit.
base station: links
radio and telephone communication systems.
basil: sweet clove-like
green leaf plant used, dried or fresh, to flavour
soups, stews, tomato sauces and vegetables.
batch processing:
computer procedure that collects and codes data, entering it into memory
batches.
BBL:
Bed and Breakfast League/Sweet Dreams and Toast.
BBR: Bank Buying Rate.
beach bum: one who
frequents exclusive beach or sea-side resorts as if permanent fixture,
in hopes of meeting affluent guests. (ski
bum)
beam: breadth of boat
at widest point.
béchamel: sauce
made of milk, flour and butter commonly used in making crépes,
egg dishes and pastas. (broth, hollandaise;
au jus)
bed and breakfast:
lodging and breakfast offered in domestic setting by families in their
own homes.
bed board: board place
under mattress to provide firmer sleeping surface.
bed occupancy: ratio
relating number of bed spaces sold to number available for sale.
beer: beverage fermented
with grain, usually with an alcoholic content of about 4 to 5 per cent.
bell
captain: greets
guests, trains and supervises all bellhops, door attendants, and valet
parking; also supervisor ofbellpersons and other
uniformed service personnel.
bellhops: usher arriving
guests to their rooms and carry their luggage.
bellstand:bellperson’s
desk located in lobby close to and visible form front desk.
béarnaise:
sauce made of egg yolk, butter, tarragon, white wine, shallots or parsley,
commonly used with meat and egg dishes. (bechamel,
hollandaise, au jus).
best available: reservation
requesting best room or best available room prior to arrival.
bid: offer to perform
work for a fixed price.
blackened: cooking
term describing meat that has been seared on outside so as to form crispy
black crust, usually enhanced by highly spiced condiment. (Cajun).
blackout dates: certain
dates (usually holidays) when special rates/fares are not allowed.
blanc:
French for white.
blanket reservation:
block of rooms held for particular group with individual members requesting
assignments from that block.
block: restriction
placed in pocket of room rack to limit clerk’s discretion in assigning
rooms.
blocking: supporting
and stabilizing boat while it’s out of water.
blush wine: white
wine made from red grapes, skins of grapes are left in juice long enough
to give wine pinkish hue; also known as rose wine.
BOAC: British Overseas
Airline Corporation; former name of British Airways.
boarding pass: allows
passenger entry to (usually) airplane.
boarding point: where
passenger gets on vehicle.
boarding time: when
passenger gets on vehicle.
boardroom set-up:
arrangement of furniture for presentations with chairs around square table.
body: substance of
wine from alcohol and tannin in wine.
body language: signals
sent or perceived through nonverbal cues such as posture, eye contact,
gestures.
boil: to cook in water
heated to boiling level of 100 degrees.
book:
to sell hotel space, either to individual or to group needing block of
rooms.
booking code: indicates
type of fare.
booking form: document
listing full particulars about person buying product or services.
bookkeeping: detailed
records of financial transactions.
booster seat: riser
placed on chair so that young child can reach table.
bouillabaisse: traditional
French dish combining seafood in stock with tomatoes, spices and herbs;
distinct flavourings are fennel and saffron.
bouillon: strong clear
soup made from meat.
bouncer: one in bar
who forcibly removes disorderly patrons.
bouncing: walking
guests to another accommodation because of overbooking; also forced removal
of disorderly bar patrons.
bouquet: smell of
fermented, aged wine. (breathing, nose).
box: reservation term
that allows no reservations from either side of boxed dates to spill through.
BP:
brainstorming:
problem-solving session in which a list of problems are solved by group
interaction.
braise: form of moist
heat cooking using larger cuts of meat simmered in sauce in a covered pan.
break-even: point
at which revenues match expenditures.
break-even point:
point at which costs equal revenue.
break-fork pin: in
ski-lift operations, U-shaped brittle pin designed to break and interrupt
safety circuit when lift component is displaced.
breakage: gain that
accrues to hotel or tour operator when meals or services included in package
are not used by guest.
breakdown: disassembly
of and clean-up of a function room after it has been used.
breakout session:
small groups sessions within meeting organized to discuss specific subjects;
also called roundtables.
breathing: wine breathes
when it mixes with air and begins to oxidize. (bouquet;
nose).
brew pub: microbreweries
that operate in tandem with bar or restaurant.
broadhead:
arrowhead made of steel; designed for maximum penetration of animal.
brochette: meat, seafood
and/or vegetables.
brochure: printed
sales tool.
broil: booked on direct
heat from hot coals or flame,
broth: thin soup made
with vegetables, meat, fish or poultry.
brunch: meal served
after breakfast but before lunch.
BSP: Bank Settlement
Plan.
BTD: Business Travel
Department.
bucket: file that
holds guests folios, often recessed on countertop.
budget: estimate or
financial projection.
budget planning: preliminary
guide or budget.
budget pro forma:
budget provided in advance to prescribe form or describe items.
buffet:
table set with ready-to-eat foods or quickly prepared foods; food presented
for self-service.
bulk mailings: large
quantity of mail sent out at one time at special rate.
bullwheel:
in ski-lift operations, large wheels at terminals that change haul rope
direction by 180 degrees.
bullwheel
brake: see
emergency brake.
bullwheelrider:
passenger on ski-lift who fails to unload at terminal and continues around bullwheel.
bump: moving a reservation
to accommodate another.
burgundy: wine grown
in central eastern burnout: condition
caused by stress, rendering worker unable to work effectively.
bus: vehicle for transportation
of many passengers.
bus stand: table or
counter used to store utensils and dishes for service.
business environment analysis:
evaluation of external trends and forces affecting event.
business-corporate traveller:
people travelling on business who use tourism
facilities such as hotels, restaurants, car rentals, souvenir stores, tours,
etc.
busser; busperson:
person who sets and clears tables in a restaurant.
butcher: cuts meats
and prepares them for cooking.
BVI: BWIA: British West
Indian International Airways. (Better Walk If Able [MRP] )
C/LAA:
Caribbean/Latin American Association.
CAA: Canadian Automobile
Association.
CAB: Civil Aeronautics
Board.
Cabana: room on beach
or by pool, separated from main house and sometimes furnished as sleeping
room.
cabaret set-up: for
meetings, round tables with chairs facing head.
cabinet classroom set-up:
for meetings, series of rectangular tables perpendicular to head table;
chairs along sides.
café latté/café
au lait:
hot drink made with espresso coffee and steamed milk.
CAIC: CAIL: Canadian Airlines
International Ltd.
Cajun:
demographic term associated with coastal population of Mississippi/Louisiana
area; also refers to cuisine from this area characterized by highly spiced
dishes and blackened meats.
callbrand:
alcohol product called for by name by customer.
call sheet: form used
by telephone operator to record room and hour of morning call.
callbook:bellperson’s
record of calls and activities.
calories: the units
of heat used to measure the energy producing value of food.
canapé: appetizer
prepared on bread, toast or crackers.
cancellation: guest’s
request to hotel to void reservation previously made.
cancellation clause:
provision in contract detailing terms of cancellation, including penalties.
cannibalize: eat-away
at market share of existing products.
capacity:
on ski-lift, number of passengers per specific time period, or maximum
load per carrier, refers to both uphill and downhill loading.
cape: hide removed
from animal for trophy mount.
caper: pickled flower
bud from Mediterranean shrub used to season or accompany foods.
capital investment:
investment in an enterprise for the use of its trademark in the selling
of a product or service.
capital resources:
total amount of money and money-related resources that a person possesses
or can obtain for use in an enterprise.
cappuccino: hot drink
made with espresso coffee and foam from steamed milk. (Café
latte/café au lait)
captain: supervisor
in team serving group, whose primary function is to take customer orders.
captain: one in charge
of tables and service in a certain part of a restaurant; may also prepare
special meals. Being phased out in most restaurants.
CARA:
Chinese American Restaurant Association.
carafe: glass container
without handle used to serve wine.
carbohydrates: substances
in foods that provide heat and energy.
career: person’s progress
in chosen occupation or industry.
Carib:
Member of Indian people of carnival: season immediately
preceding Lent, and observed with merrymaking.
carp: large fish;
also “to complain”.
carriage: on ski-lift,
frame on four wheels, running on track that supports and turns bullwheel,
connected to tensions.
carrier: device for
carrying passengers; also name of specific airline.
carrier code: three
letter designation for airport.
carry-out: foodservice
establishment from which customers take prepared food to eat at another
location.
carrying capacity:
maximum number of wildlife and people that can be sustained by area over
specific time period without negative impact on local culture, residents,
environment and experience of participants.
cash budget: schedule
of anticipated revenues.
cash
float: amount
of money, usually small bills and coinage that make change for guests.
cash flow: monthly
bank balance, plus revenue minus expenses.
cash paid-outs: moneys
disbursed to guests as advances or loans and charged to their accounts
like other departmental services.
cash sheet: departmental
control form maintained by front office cashier.
cashier’s report:
cash turn-in form completed by departmental cashier at close of watch.
catastrophe plans:
developed by security staff to ensure staff and guest safety and to evaluate
possible disaster scenarios.
caterer: one who,
on contact basis, supplies, prepares, delivers and serves specially ordered
meals for groups of people, such as members of social gathering, large
convention, or small business meeting.
catering: a mobile
service that provides food for special events.
cathode ray tube:
television screen that displays information put out by computer, also called
VDT video display terminal.
CATS: Customer Attendance
Tracking System.
caviar: fish eggs,
usually from sturgeon.
cay: small low island,
also called key.
cayenne pepper: hot
pepper used to spice meat, fish, eggs, sauces, vegetables.
CCTC : Certified Corporate
Travel Executive.
cellar: store for
wine usually controlled for temperature and humidity.
central processing unit:
hardware/software nucleus of computer that performs and monitors essential
functions.
CEO: Chief Executive
Officer.
certification: issuance
of formal document attesting to set of skills, knowledge and abilities.
(ATEC, OTEC, STEC).
CFCC: Canadian Federation
of Chefs and Cooks.
CFSEA: Canadian Food
Services Executives Association.
CGOT:
Canadian Government Office of Tourism.
CHA: CHA: Certified Hotel
Administrator.
chain: group of business
outlets owned, operated and managed by same company under same name.
chain of command:
established lines of authority.
chair-lift: ski-lift
having chair-like carriers as opposed to T-bars.
champagne method:
sparkling wines made from secondary fermentation.
chandlery: store specializing
in boating supplies.
channels of distribution:
method by which goods and services are delivered to customer/client.
chardonnay: white
grape variety.
charge
back: credit
card charges refused by credit card company for one reason or another.
charge slip: form
used to imprint credit cards.
CHARMS: CHART: Council of
Hotel and Restaurant Trainers.
chart of accounts:
specified account numbers to which assets, liabilities, revenues and expenditures
may be assigned.
charter airline: airline
that supplies charter and other nonscheduled flights.
charter operator:
tour wholesaler who assembles package tour and sells it to public or tour
operator.
charter tour: tour
taken by club, organization, or other pre-formed group.
CHE: Certified Hospitality
Education.
check
in: all procedures
involved in receiving guest and completing registration sequence.
check-in time: time
at which guests check-in.
check-out: all procedures
involved in guest departure, including settlement of account.
check-out hour: that
time by which guests must vacate rooms or be charged an additional day.
check-out room: room
which needs cleaning after guest has been checked out.
chef: person who is
in charge of all functions of kitchen; accomplished cook either the head
cook, or the one who prepares complicated specialties.
chef d’étage:
captain of waiters who has most direct contact with dinners.
chef
de partie:
line chef or station chef.
chef de rang: front
waiter who sees to service needs of guests as they dine.
chef de salle:
head waiter who is responsible for service provided in dining room.
chowder: soup of potatoes
combined usually with seafood.
CHRC: Canadian Human
Rights Commission.
CHRIE: Council on
Hotel, Restaurant and Institutional Education.
CHRS: Centre for Hospitality
Research and Services.
CHSE: Certified Hotel
Sales Executive.
chutney: sweet, spicy
fruit and vegetable relish commonly served with curried foods.
cider: fermented apple
juice.
CINET:
Convention Information Network.
circle check: visual
check of taxicab’s exterior performed by walking around taxicab.
circle trip: type
of round trip journey in which return journey differs from outbound journey
in terms of routing or class of service.
CITC: Canadian Institute
of Travel Counsellors.
city ledger: accounts
receivable ledger of non-registered guests.
city ledger journal:
form used to record transactions that affect city ledger.
city package tour:
tour similar to independent package tour, but visits only one city.
city terminal: airline
ticket office, located somewhere other than the airport.
clarify: cooking term
meaning to make clear; when used with regard to butter, water and milk
solids have been removed, leaving purified butter fat.
class: quality of
hotel with average room are usual criterion.
class: ranking system
of accommodations.
classical
restaurant:
restaurant that offers gourmet-style cuisine, extensive wine list and elegant
decor.
classroom set-ups:
rows of rectangular tables with chairs facing the head.
CLIA: Cruise Lines
International Association.
client: one who pays
fee to company or another individual in exchange for services or goods.
clinic: workshop-type
meeting to develop attendees’ skills.
close of day: arbitrary
hour that management designates to separate records of one day from those
of next.
closet bed: see murphy
bed.
club: association
of persons with some common objective, usually jointly supported and meeting
periodically.
club car: on a train,
car where luxury seating and special service are available at a charge.
CMAA: Club Manager
Association of CMP: Certified Meeting
Professional.
CN:
Canadian National Railway.
CNATA: Canadian National
Aboriginal Tourism Association.
co-operative advertising:
two or more companies sharing costs by advertising their products together.
coach: section for
economy travel; deluxe touring vehicle.
coaching inns: developed
after stagecoach routes were established in 1600s, these inns fed and lodged travellers
overnight and exchanged tired horses for rested ones.
coaster: small cork, glass,or
plastic shape placed under glass to protect table surface.
cocktail lounge: place
that serves alcoholic drinks, usually in more comfortable surroundings
than a bar.
COD: Channel of Distribution.
cognac: superior brandy
distilled from wine that was made from grapes grown in
coloured
transparency:coloured
celluloid strip placed in room rack pocket as flag or indicator of room
status.
commercial foodservice:
operations which compete for customers in the open market.
commercial hotel:
transient hotel catering to business clientele.
commercial rate: reduced
room rate given to business persons to promote occupancy; special discount.
commission: percentage
of total sale paid to travel agents.
commissionable: indication
that hotel will pay travel agents standard fee for business placed.
committee: refers
to advisory, task or governing committee.
communication: successful
exchange of information from one person to another.
communications centre:
area in meeting venue for telephone, fax, telex or other communications.
community analysis:
evaluation of community and region surrounding event to identify opportunities
to promote events.
comp: short for complimentary
accommodations.
companion program:
services to accommodate special needs participants and companions.
companion
room: specially
equipped washroom (not gender specific) easily accessible to special needs
participants and their companions.
company made reservations:
reservations guaranteed by arriving guest’s company.
competitor analysis:
evaluation of event’s competition to identify opportunities and unique
selling points.
concession: operation
run independently within hotel property; right to do business for a fee
on someone else’s premises.
concierge: European
position occasionally found in Canadian hotels, responsible for handling
guest’s needs; answers questions, solves problems, and performs services
of private secretary for hotel’s guests.
condiment: item served
to enhance flavour and/or appearance; food
product used to enhance and accompany main course.
confectionery: sweet
foods such as candies and cakes.
conference: large
meeting held to exchange information, to solve problems or to deal with
specific developments. (congress; convention).
conference resume:
detailed summary of overall meeting requirements prepared by organizers.
configuration: arrangement
of seats.
confirmed reservations:
hotel’s agreement, usually in writing, to guests’ reservation requests.
conflict of interest:
conflict between public organizations and private interests.
congress:
international meeting similar to conference and convention.
connecting rooms:
adjoining rooms with direct private access making use of corridor unnecessary.
(suite; all-suite hotel).
connecting service:
passenger must change mode of transportation between departure and destination.
connection: transfer
from one vehicle to another.
consultant: specialist
who offers services to a number of different customers on a job-by-job
basis.
consumer demand: demand
by the public for a given product or service.
consumer show: trade
show at which products or services are sold to general public.
continental plan (CP):
hotel rate that includes room and continental breakfast. (American/modified
American/European/Bermuda/dine around plans.)
contingency plan:
alternative arrangement in case things don’t work out. (catastrophe
plans).
contra: exchange of
goods or services from one business for goods and services of another business.
contract agreement:
written agreement describing the conditions of a business arrangement.
convenience food:
foods precooked to be served with minimum of preparation.
convention: meeting
involving general group session followed by committee, followed by committee
meetings, workshops and events. (congress;
conference).
convention
tour: tour
for members of association or group attending such events as conventions,
trade shows or conferences.
cook: in restaurant
terminology, an assistant to the chef.
cook-out: meal cooked
or served outdoors.
coquille: shell-shaped
baking dish used for preparing seafood in sauce.
cordon bleu: garnished
or accompanied by ham and Swiss cheese.
core list: list of
items always in stock.
corkage: fee charged
to customers who bring their own alcoholic beverages to licensed premise.
corky: taste and aroma
of wine that has a spoiled cork.
corner room: outside
room on corner of building having two exposures.
corporate meetings:
called to introduce new product or for training.
corporate travel manager:
handles all aspects of travel arrangements for corporation employees.
correction sheet:
form used with front office machines to record posting errors for later
reconciliation by right auditor.
costs (fixed): expenses
that do not vary with level of activity.
costs (variable):
expenses that vary as activity levels change.
cottage country: name
used by Torontonians for southern and eastern coasts of counter service: restaurant
service where customers are seated at a counter.
countersign: confirming
signature added to previously signed document.
country code: in telephone
systems of coupon: check-like
form used by hotel travel agencies; also called voucher.
course: food or group
of food served at one time or intended to be eaten at same time.
couscous: grain dish
made of cracked wheat bulgur and seasonings; served hot.
cover: eating utensils
for each dinner.
cover: place setting
at table; guest in establishment.
CP: Canadian Pacific.
CP: Continental Plan.
CPA: Certified Public
Accountant. (actuary).
CPC:Carribean
CPRA: Canadian Parks & Recreation Association.
CPU: Central Processing
Unit.
CQHRT:Conseilquébecois
des resources humainess en tourisme.
creative service:
individual or company hired to provide expertise in area of creative writing,
design or layout.
credentials: recognition
from certifying body (e.g., degree, diploma or industry certification).
credit: accounting
term that indicates decrease in account receivable.
Creole: sauce made
with onions, tomatoes, pepper and seasoning, common to southern crêpe: thin
pancake that can be filled with cheeses, vegetables, meats in white sauce
or used for desserts. (omelette).
CRFA: Canadian Restaurant
and Foodservice Association
crisis management:
see contingency/catastrophe plans.
critical date: prescribed
deadline for decision to be made or action to be completed.
critical path: sequence
of steps and times for decision to be made or action to complete task or
event.
croissant: unsweetened
butter pastry.
cross-adoption: process
by which local residents adopt values of tourists and tourists adopt values
of countries that they visit.
CrossSphere: New
name (2004) for the National Tour Association. Professional association
embracing travel and tourism industry, and includes tour operators and
related vendors and educational institutions throughout croutons: cubes of
bread that are buttered and lightly browned, used in salads and soups.
crowd control: direction
provided to attendees to ensure smooth traffic flow.
CRS: Computer Reservation
System. Provides information on schedules, seat availability, and fares,
and permits travel agents to make reservations and print itineraries and
tickets.
CRT: Cathode Ray Tube.
cru: growth classification
given to vineyard.
crumbing: to remove
debris from table after entrée and before serving desserts using
slightly damp napkin and side plate to catch crumbs.
CSA: Canadian Standards
Association. (2-98 code)
CSCM: Canadian Society
of Club Managers.
CTC: Certified Travel
Consultant, awarded by CTGA: Canadian Tour
Guide Association.
CTM: Consolidated
Tour Manual.
CTM:
Certified Travel Manager, awarded by the Canadian Institute of Travel Counsellors
to those travel professionals with ten years or more industry experience
and/or who have completed a combination of study and work experience.
CTOA: Creative Tour
Operators Association of CTRHT:Conseil
CTP: Certified Tour Professional.
cuisine: French word used in English meaning a style of cooking representative of a certain ethnic group; for example Chinese cuisine, French cuisine.
culture: sum total
of customs, and learned behaviour of any specific period, race or people.
cumin
seed: strong
slightly sweet spice used toflavour many foods.
customer profile:
the demographic/psychographic description of a specific type of buyer.
customs broker: person
or company that provides customs clearing services to shipper.
cutlery: utensils
used to eat food.
cutlets: small, boneless
pieces of meat.
cutoff date: that
date on which unsold block of reserved convention rooms is released for
general sale.
cutoff hour: that
time at which day’s unclaimed reservations are released for sale.
CVB: Convention and
Visitors’ Bureau organizations responsible for promoting tourism at regional
and local level.
D-card:
form on which totals of front office posting machine are printed for use
in night audit.
DAA: Dominion Automobile
Association.
dacum:
(designing curriculum).
training program based on skills standards.
dais: podium (stage,
riser)
database: electronic
store of information that may be processed in various ways, such as a mailing
list, statistical data.
day rate: day use
rate.
day room: room used
for only part of the day.
day use rate: reduced
charge for occupancy of less than overnight when party is over to same
days rates.
deadhead: aircraft
or other transport operating empty.
decant:
to transfer wine from bottle to another container (decanter) to separate
sediment from wine.
deep fry: to submerge
food in hot fat and cook until crispy and brown.
default insurance:
client insurance against loss of payment.
deglazing: to dilute
with wine, stock or water, concentrated juice in pan that has been used
to cook food.
delegate: voting representative
at meeting.
delegate profile:
description of typical delegate which includes such details as age, sex,
hometown.
delegates: participants
of convention or conference.
DeltaStar:
Delta Airlines computer system.
deluxe: best quality
facilities.
demand: (in marketplace)
is created by need or desire for goods and services.
demand generator/travel
generator: those aspects of destination that attract people to buy
products and services.
demi:
French word for half.
demi
chef de rang:
back waiter or busperson who clears all
appropriate service from table between courses.
demiglace:
brown sauce made with brown sauce.
demitasse: small coffee
cup.
demographics: statistical
study of people and characteristics of human populations.
demography: counting
and classifying of groups of people by age, sex, marital status, income,
education occupation and location. (demographics).
demonstration
effect: tendency
of local people to adopt practices and consumption patterns of tourists
visiting their region. (cross-adoption).
density board: reservation
system where number of rooms committed is controlled by type
departmental control form:
form maintained by each operating department for recording data from department
vouchers.
departure tax: service
and user fees levied by local authority.
deposit reservation:
form of guaranteed reservation for which payment has been received for
at least one night’s stay.
deregulation: elimination,
or reduction of rules and regulations governing transportation sector (air,
trucking, marine).
deropement:
haul rope out of position in machinery.
design event: conceptualization
of event in pre-planning stages.
designate: person
assigned to be responsible.
dessert: a dish served
at the end of the meal; most often it is sweet.
dessert wines: sweet
wine served with dessert course.
destination hotel:
objective of, and often sole purpose for, guest’s trip.
destination image modification:
process by which tourist’s overall travel experience can be examined.
deuces: tables that
seat two customers.
dietitian: person
trained in planning menus from maximum nutritional value.
differentiation: competitive
business strategy based on one or more unique selling or serving propositions.
digestif:
after-dinner drink intended to aid digestion.
dine and dash: guest
in restaurant who leaves without paying for services (also known as walk-out).
dine-around plan:
plan that permits tourists to dine at variety of restaurants using vouchers
and coupons.
direct agreement:
contract with media outlet for advertising services.
direct flight: passengers
do not change planes.
direct mail: advertising
through the mail.
direct marketing:
direct retail sales.
direct retail sales:
selling of product or service directly to customer.
direct spending: money
that goes directly from tourist into economy of destination.
direct
supplier:
businesses that directly service tourists and derive income from them,
for example, airlines, hotels, restaurants.
discipline: action
needed to help employees follow company rules.
discount: amount,
usually a percentage deducted from the bill for early payment, bulk purchase,
cash payment or other reasons.
discount fares: regular
fares to which discount is applied. Used to promote seat sales.
discrepancy: room
status recorded at front desk is different than room status recorded with
housekeeping; also any disagreement between records.
discretionary income:
disposable income.
dish: item on a menu,
or container in which food is served.
dispatch: in taxicab
business, central location from which all taxicabs in company are directed
by means of two-way radio.
disposable income:
income available after taxes and all expenses have been paid.
disposables: items
thrown away after one use.
distillation: removing
liquid alcohol from substance used to produce it by using heat.
DIT: Domestic Independent
Tour.
diversity awareness training
programs: providing education to hotel management and staff in ways
to provide access inclusion.
DMC: Destination Management
Company.
DMOs:
Destination Marketing Organizations. Organizations in charge of development
and implementation for individual states.
DND: Do Not Disturb.
DNS: Did Not Say.
Means guest left almost immediately after registering.
doily: paper or cloth
patterned circle, used to line serving pates.
dollars: in taxicab,
total amount of all fares on meter.
domestic: flight within
a country.
Domestic Independent Tour
(DIT): custom made tour of part of domestic tourist:
person who travels within his/her own domestic country whether on business
or pleasure.
donor: person or organization
who contributes money or gift in kind for little or no expectation in return.
double: bed approximately
54" x 75" (105 x 155 cm) or room with double bed.
double
occupancy rate:
rate used for tours where person charge is based on two to room.
double occupancy:
room occupancy by two persons, ratio relating number of rooms.
double-double: coffee
with two servings of cream and two servings of sugar; also, hotel room
containing two double beds; also outside the double-up: designation
of double occupancy by unrelated parties necessitating two room rack slips.
downgrade: move reservation
or registered guest to lesser accommodation. (upgrade;
up sell)
downtime: time when
computer is unavailable.
dram shop legislation:
includes laws and procedures that govern.
draught: depth of
water boat draws or requires to float.
draught beer: beer
dispensed from keg using pressurized system with faucet.
drawn butter: melted
butter.
drayage:
transportation of material from point of arrival to exhibit area.
dress-down Friday:
in some offices, on Friday, as a morale booster, casual dress is permitted.
dry: sweetness of
wine.
du
jour: French
term for “of day”, as in “soup du jour,”
meaning soup of day.
duck board: a grill
of boards, with spaces between them that can be laid over a slippery floor.
due bill advertising:
reciprocal advertising where goods are given for advertising.
dumbwaiter: small
service elevator, used to move food, dishes and glasses between different
floors of restaurant or hotel.
duplex: two storied
suite with connecting stairwell.
duty free: without
taxes.
EAP:
Employee Assistance Program.
early arrival: guest
who arrives day or two earlier than reservation calls for.
early call sheet:
form used by switchboard operators to highlight early wakeup calls.
early checkout: guest
who checks out before scheduled time.
EC: European Community.
ECAC: European Civil
Aviation Conference.
éclair: cream-filled
baked pastry, topped with icing or chocolate. (crêpe).
eco-tourism: type
of tourism in which vacationers travel to unusual places to observe ecological
systems and endangered species in their natural habitat.
ecology: science concerned
with the relationships between organisms and their environment.
economy class: standard
facilities provided by supplier.
economy
of scale:
idea that amount of time required to complete a task does not increase
at the same rate as the increase in business volumes.
ecotel:
hotel whose systems and operations are created with environmental impacts
in mind.
ECU: European Currency
Unit; also known as Eurodollar, currency used by countries in EEC ( EDS: Electronic Data
System.
educational trips:
trip to acquaint travel industry representatives.
EEC: EEOC: Equal Employment efficiency unit: accommodations
that include kitchen facilities.
EFIS: Electronic Flight
Information System.
EFNRA: Educational
Foundation of National Restaurant Association.
egress: exit.
eiswein:
rare wine made from grapes that have frozen on vines. Wine produced is
sweet, concentrated and full of flavour.
ELD: Electronic Liquor
Dispenser.
elderhostel:
network of several hundred universities and colleges in electronic data processing:
data handling system that relies upon electronic equipment.
electronic money:
computer generated transfer of funds from one account to another.
emergency stop switch:
on ski-lift, switch that activates both service and emergency brakes; can
be manually or automatically activated.
emotional triggers:
words, issues or personalities that emotionally excite or irritate people.
employee suggestion program:
incentive program where employees receive cash prizes for their adopted
suggestions.
enchilada: flour tortilla
around filling of meat or cheese, baked in spicy sauce.
end on end: two or
more separate return trip journeys back to back.
energy crisis: situation
where available supply of energy resources does not equal demand.
entrée: main
dish or course with a meal.
entrepreneur: seeks
opportunities for establishing profitable business enterprises.
environmental audit:
inspection completed to access practices which impact on environment.
EP: European Plan.
EPCOT: Experimental
Prototype Community of Tomorrow.
equities: assets minus
liabilities.
erdgeschoss:
German term applied to multistoried buildings describing story at street
level. (rez
de chausser, ground floor, first floor).
escargot: snail
escort interpreter:
title used by U.S. Department of State for individuals who accompany foreign
visitors. Their duties include translation, coordination of visitors’ schedules
and providing hospitality.
espresso: strong dark
coffee, ground very fine and brewed under steam pressure. (cappuccino,
café latte/café au lait).
estate bottled: bottled
on same estate where grapes are grown; wine produced and bottled by same
person.
ETA: Estimated Time
of Arrival.
ETD:
Estimated Time of Departure.
ETDN: Electronic Ticket
Delivery Network.
eurailpass:
railroad ticket for unlimited travel on trains in eurocity
train: inter-city
European train with high standards of punctuality and cleanliness.
eurodollar:
see ECU.
European Plan (EP):
hotel rate that includes room only and no meals. (modified American/Bermuda/dine-around
plans.)
evacuation: removal
of passengers in terminal (such as from carriers of aerial lift) in manner
other than normal discharge.
event: occurrence
happening that attracts tourists.
excess baggage: baggage
over the allowed weight per passenger.
exchange: excess of
cash turn-over net receipts.
excursion fare: specially
discounted round-trip fare for travel within specified time-frame.
excursionists: people
who travel to site or destination and return home same day.
executive
floors: similar
to tower; or concierge floors, but sometimes with temporary office space,
secretarial service, access to fax machines.
executive summary:
one to two page overview at beginning of report containing summary of contents,
conclusions and recommendations.
exhibition: display
of goods and services, usually staged as part of convention or conference.
exhibitor’s manual:
at trade shows or exhibitions, book of instructions and information for
exhibitors.
exit sheave: on ski-lift,
last sheave in assembly.
expediter: person
who calls food orders to kitchen staff and assists to organize orders for
pick up.
exposure: direction
that guest faces.
extended rate: granting
of special convention rate to meeting attendees who arrive prior to and
after the official dates of convention.
extended stay market:
business traveller who uses hotel as hub
for making business calls.
extension: a trip
taken before, during or after a tour, which is not part of the itinerary,
at an extra charge to the client.
extra meals: American
plan charge made for dining room service over and above that to which guest
is entitled.
eye contact: messages
delivered by looking at another when speaking, interpretations vary from
one culture to another. (facial expressions)
FAA:
Federal Aviation Administration.
F & B: Food and
Beverage.
FABULOUS: Food and
Beverage Undergraduate Learning on Unix System.
facial expressions:
using one’s face to reveal feelings about messages.
facilitator: one who
organizes.
fair share: comparison
of number of rooms available.
fair share variance:
measurement of an operation’s competitive position.
fam
trip: familiarization
trip for travel professionals to inspect hotels and restaurants, sample
attractions and experience local culture.
family plan: special
room rate that allows children to occupy their parents room at no extra
charge.
family-style restaurant:
restaurant that caters to families; may be coffee shop, family-owned- operated
or chain outlet. Consistent food and services and moderate prices.
fare:
in taxicab service, dollar value of each trip.
farm out: assignment
of guests to other properties when full house precludes their accommodation.
fast foods: foods
that can be prepared, served and eaten quickly; for example a hamburger.
Fast food outlet:
provides fast-efficient service from counter. Menu is limited, quality
consistent and prices reasonable.
fats: oily substances
in food that provide heat and energy and build fatty tissue.
FBO: Fixed-Base Operator.
FCIA: Franchise Consultants
International Association.
FCSI: Foodservice
Consultants Society International.
FCU: Fare Construction
Unit.
feasibility study:
survey of general area or specific location to determine financial advisability
of developing facilities.
feedback: critical
commentary; for example, from guests, employees, students; listener’s reaction
to speakers’ verbal and nonverbal communication.
feeder cities: area
outside property’s location.
fennel-anise: vegetable
with mild licorice taste.
fermentation: process
of converting sugar into alcohol.
fettuccine: long,
flat noodles that are one-third inch wide.
filet mignon: portion
of beef tenderloin, usually 6-8 oz in weight.
fillet: boneless piece
of meat or fish (see also cutlet).
finesse: general impression
of wine.
finger bowl: bowl
of lukewarm water with lemon slice, served with finger foods.
finish:
quality and enjoyment of aftertaste, including length of time, taste, lingering.
For example, good wines have clean, crisp finish.
fire brigade: hotel
staff trained to respond to fires 24 hours a day.
first class: non-Canadian
designation for medium-priced accommodations with corresponding facilities
and services.
first floor: American
term applied to multistoried buildings describing story level with street.
(Erdgeschom, rez
de chausser, ground floor).
first growth: signifies
high quality vineyard.
first rider: in ski-lift
operations, first trained-staff passenger of day prior to lift opening;
performs line check.
FTSA: Food Industry
Suppliers Association.
FIT: Frequent Individual
Traveler.
FIT:
Foreign Independent Tour or Fully Independent Tour.
fixed costs: expenses
which do not change.
fixed grip: on ski-lift,
grip designed to remain attached to haul rope (as opposed to detachable
grip).
flag: device for calling
room clerk’s attention to particular in room rack.
flag of convenience:
ship of one nation registered under another nation’s flag.
flambé: to
heat food or beverage with flaming liqueur.
flat
rate: fixed
price for services as opposed to per usage charge.
flat ware: table utensils,
such as knives, forks, spoons.
flavor: taste of wine.
floor lectern: reading
desk used for papers.
floor limit: maximum
amount of charges permitted to a credit card user at given property without
clearance.
floor load: weight
per square foot that floor can support.
floor plan: diagram
showing arrangement of furniture; or space available in trade shows.
Florentine: with spinach.
fluid coupling: driveline
component between drive engine and gearbox.
flûte:
tall, thin bottle used in fly-by-night: disreputable
business, frequently relocating after completely exhausting local market’s
need for its product or services, usually offered at attractive discounts,
but with shoddy workmanship and no warranty.
fly-cruise package:
vacation package that includes air transportation and cruise.
fly-drive package:
vacation package that includes air transportation, rental car and TV.
FOB:
Free On Board. Invoice price includes cost of delivery, paid by seller,
to delivery destination.
foiegras:
goose liver.
folio: running record
of day’s charges.
follow-up: takes place
after meetings to assess effectiveness.
fondue: to cook in
hot cheese, wine or oil.
food and beverage manager:
title for one who is in charge of food services management in a hotel.
food processor: manufacturer
who processes raw foodstuffs into commercial forms.
food system: the entire
chain of processes involved in the production, merchandising of food.
foodie:
colloquial term for one who works in food services management, such as
caterer.
foodservice industry:
a term often used for the entire restaurant and catering business.
foot passenger: in
ski-lift operations, any passenger on foot including skier carrying skis.
force majeure:
event that can not be anticipated by the tour operator, airline, etc, such
as an act of God.
FORCE: Family of Responsible
and Caring Employees.
forecast: future projection
of estimated business volume.
forecast scheduling:
work scheduled based on sales projections.
forecasting:
process of estimating future events in food service foreign exchange
foreign independent tour
(FIT): international tour planned exclusively for client by travel
agent.
forfeited deposit:
reservation deposit kept by hotel when no-show fails to cancel reservation,
also called lost deposit.
fortified: adding
glass of distilled spirit to wine.
fortified wine: alcoholic
beverage to which additional alcohol has been added; for example, sherry.
forum: meeting or
part of meeting set aside for open discussion for recognized members or
outside members. (breakout sessions)
forward planning:
see forecasting.
franchise: independently-owned
hotel that appears to be part of chain and pays fee for this right of identity.
frappé:
drink served with crushed ice.
free
market: where
exchange of goods and services is based on demand and supply in competitive
marketplace.
free pour: to pour
liquid without using measuring bar.
free sale: occurs
when travel agent commits hotel space without confirmation of property.
freedoms of air: right
to 1) land for technical reasons, 2) carry from home to foreign country,
3) from foreign to home country, 4) carry between foreign countries, 5) overfly.
French, Russian, American
service: different styles of table service; French is most elaborate,
American simplest.
frequent flier miles:
program aimed to increase business in the form of credit for future airline
tickets with all ticket purchases.
frequent-flyer program:
awarding of points for each kilometre flown,
which are then redeemable for flights.
fringe benefits: payment
for work other than wages or salaries.
frittata: Italian
word for omelet.
from bill...to bill number:
cross reference of account numbers when bill of guest who remains beyond
one week is transferred to new folio.
fromage:
French word for cheese.
front: next bellperson
eligible for rooming assignment.
front desk: front
office.
front of the house:
areas in restaurant or hotel the customer sees.
front office: broad
term that includes duties and functions involved in sale and service of
guest rooms as well as physical front desk.
front-line:
person who interacts with and gives service to customers, guests and visitors.
For example, bank teller.
full day: measure
of chargeable day for accounting purposes; three meals for AP (see American
Plan) hotel, overnight for EP (see European Plan).
full house: means
100% occupancy.
full pension or pensione:
term used in full service: complete
line of services at hotels or restaurants.
fully appointed: travel
agency officially recognized by major airlines and cruise conferences.
function: planned
activity or event.
function board: board
or video-screen listing day’s events.
function book: basic
control book for function space.
function room block:
number of rooms allocated to specific group.
function sheet: detailed
instructions relevant to particular event.
function space: space
in which functions or events are held.
futon: Japanese sleeping
arrangement made of many layers of cotton.
Galileo:
British Airways, KLM, Swissair, Alitalia
computer system.
galley: kitchen on
a ship or airplane.
gantry: in ski-lift
operations, structure used to lift haul rope.
GAO: General Accounting
Office.
garde
manger: in
charge of cold meats, fish, decorative presentations of appetizers, buffets
and sandwiches.
garnish: to decorate
with flavour or appearance of food item.
gateway city: major
cities that service international flights.
GATT: General Agreement
on Tariffs and Trade.
gazpacho: chilled
soup made with tomatoes, green peppers, onions and herbs.
GDP: Gross Domestic
Product.
GDS:
Global Distribution System, a computer reservations system that permits
access to a wide range of travel products and services for reservations
and information purposes. .
gearbox: apparatus
between drive and bullwheel shaft which
converts high input speed to low output speed of bullwheel.
general cashier: chief
cashier.
gestures: moving hands,
arms, body to emphasize a message.
GIT: Group Inclusive
Tour.
GITHE: General Indicator
to Hotel Efficiency.
glace:french
gluten: wheat flour protein.
gnocchi: Italian dumplings
made from grated potatoes.
GO
transit: Government
of goal: objective organization
wishes to achieve through actions; where you want to end up.
goblet: large footed
glass.
Gold Book: golden horseshoe:
common name given to prosperous and affluent heavily urbanized and industrialized
northwest shore of goulash: thick Hungarian
beef stew.
gourmet: one with
educated tastes in food and drink.
grandmaster: one key
that opens all guests rooms except those locked from within.
gratuities: gift money
given in return for services.
gratuity: money given
in appreciation of service.
graveyard: work shift
beginning about gravy: sauce made
from pan drippings, roux, stock or water.
greater Antilles:
arc-like area of islands in greens fee: charge
used for golf course.
grenadine: sweet thick
red syrup made from pomegranates used for colouring
and sweetening drinks.
grievance: complaint
filed by employee against employer.
grill: to cook with
indirect heat on top of solid metal service.
grip:
in ski-lift operations, device which attaches carrier to haul rope (fixed
or detachable).
grip monitoring system:
safety switches which monitor status within stations, detachable grip.
gross domestic product:
total value of goods and services produced within country, minus net payments
on foreign investments.
gross income: total
income of a business before any expenses have been deducted.
gross operating profit:
revenues minus operating costs before taxes.
gross operating revenue:
total payments received for goods and services.
gross registered tonnage:
tonnage versus enclosed soak on ship.
ground: electrical
connection from panel to earth.
ground arrangements:
services provided to client after arrival in destination.
ground floor: British
for story at street level. (Erdgeschon, rez
de chausser, first floor).
ground operator: company
that handles all or many travel arrangements in particular area also called
land operator or tour operator.
ground services: ground
arrangements.
ground time: waiting
at airports for flights.
group: number of persons
with whom hotel deals as if they were one party.
GRT: Gross Registered
Tonnage.
GSA: Guest Service
Agent (front desk staff)
GST: Goods and Services
Tax.
guarantee: in catering,
number of servings to be paid for, whether or not they are actually consumed;
usually required 48 hours prior to event.
guaranteed reservations:
payment for room is promised even if occupant fails to arrive.
gueridon:
serving cart with built-in or stand alone cooking stove.
guest: one who stays
in hotel, or attends convention.
guest bill: special
form used by hotels for keeping transient account receivable records.
guest check: bill
presented to patrons of dining rooms and bars and often used as departmental
voucher.
guest day (night):
stay of one guest for day or night.
guest elevators: front
elevators for exclusive use of guests.
guest history: record
of guest’s visits including rooms assigned.
guest ledger: accounts
of registered guests as distinct from city ledger accounts, also known
as rooms or transient ledgers.
guest profile: demographic
analysis of guests.
HAC:
Hotel Association of half pension: hotel
accommodations that include bed, breakfast and one other meal. Modified
American Plan.
half pension: European
room rate designation which includes accommodations, breakfast and either
lunch or dinner.
halo: on ski-lift,
circular metal frame which extends below spring box on T-bar and directs
rope.
hand-measured pouring:
dispensing of liquor using juggler or shot glass.
hanger: on ski-lift,
member which connects carrier to grip.
hangers: passengers
hanging from ski-lift.
hard copy: computer
term for material that has been printed, rather than displayed.
hard costs: docks,
equipment, real property and attached fixtures.
hard-ripened
cheese: aged
cheese with firm texture and varying degrees of sharpness.
hardware: physical
equipment of computer installation and its peripheral components.
haul: lifting boat
out of water.
haul-rope: on ski-lifts,
wire rope which both supports and transports carriers.
head trap: see protection
area.
headquarters hotel:
property designed by an association or other group as the main centre of
such activities.
high season rate:
resort’s maximum rate, charged when demand is heaviest, as during middle
of summer or winter.
high season: peak
season.
high speed shaft:
on ski-lift, large steel shaft between prime mover and gear box.
highball: drink of
spirits and carbonated water served over ice in tall glass.
HII: Heritage Interpretation
International.
hill-sweeps: physical
search of hill for skiers.
HLTRF: Hospitality
Lodging and Travel Research Foundation.
HMGI: Hotel-Motel
Greeters International.
HNL: Hospitality Newfoundland
& Labrador.
HOBIC: Hotel Outgoing
Billing Information Centre, telephone company’s long distance hotel network.
hollandaise: sauce
made of egg whites (béchamel,
au jus).
Hollywood bed: twin
beds joined by common headboard.
horizontal integration:
merging of various companies who offer different services but under one
command; results are diversity of product with lower administrative costs.
Sometimes difficult to achieve because of difference in geographic locations,
and varying needs of clientele bases. (vertical
integration).
hors d’oeuvres: small
portions of food served as appetizer.
hospitality: gracious
welcoming and serving of guests.
hospitality program:
set of activities or services arranged for special guests.
hospitality room:
facility used for entertaining.
hospitality suite:
facility used for entertaining, usually at conventions, trade shows and
similar meetings.
host bar: open bar
where drinks are paid by a sponsoring group.
host organization:
bodies who initiated meeting.
host/hostess: one
in charge of tables and service in a restaurant; also seats customers.
hosted
tour: tour
whose members are assisted by host, who arranges optional excursions and
answers questions.
hostel: dormitory-style
accommodations that are often for specific groups such as youth where facilities
are basic, shared and supervised.
hot list: list of
lost or stolen credit cards.
hotel representatives:
independent firms or individuals who promote and process reservations.
hôtelier:
French for innkeeper.
hourmeter:
electrical meter which records number of hours in ski-lift operations.
house: hotel.
house count: number
of registered guests and occupied rooms.
house emergency key:
one key that opens all guest rooms including all those locked from within.
house guest: person
to whom is extended complimentary facilities or services.
house organ: internal
newsletter for a hotel.
house phone: available
for guests to place calls within hotel.
house profit: net
profit before income taxes from all operating departments except store
rentals.
house rooms: guest
rooms set aside for hotel use and excluded, therefore, from available rooms.
house use: intended
for staff use.
house wine: wine selected
by management and served to customers, unless another is ordered.
housekeeper’s report:
morning report based on room inspections.
housekeeping department:
in charge of maintaining rooms.
housemen: responsible
for setup of meeting rooms.
housing:
controlling number of sleeping rooms with room blocks actually occupied
during particular night.
housing bureau: city-wide
reservation office for participating hotels.
housing plan: various
types of accommodation facilities that meet needs of meeting.
HR: Human Resources
HSMAI: Hotels Sales
& Marketing Association International.
HTI: Hotel Travel
Index.
hub and spoke system:
organization of routes flights around hub of city.
hub city: gateway
city.
hue:colour
human resources development: training.
human resources managing: personnel management.
HVAC system: Heating, Ventilation, and Air Conditioning system.
hydraulic tensioning:
pressurized oil-filled cylinder coupled to carriage to maintain constant
tension on ski-lift system.
IAAM:
International Association of Auditorium Managers.
IACB: International
Association of Convention Bureaus.
IACVB: International
Association of Convention and Visitor Bureaus.
IAHA: International
Association of Hospitality Accountants.
IAMAT: International
Association for Medical Assistance to Travelers.
IAT: Independent Air
Tour
IATA code: unique
number identifying accredited agencies worldwide.
IATA: International
Air Transport Association. Seated in IATAN: International
Airline Travel Agency Network.
IATM: International
Association of Tour Managers.
IAWT: International
Association for World Tourism.
ICAO: International
Civil Aviation Organization.
ICTA: Institute of
Certified Travel Agents.
ID: Industry Discount.
IEA: International
Exhibitors Association.
IFA: International
Franchise Association.
IFAPA: International
Federation of Airline Pilots Association.
IFTTA: International
Forum of Travel and Tourism Advocates.
IHA: International
Hotel Association.
IIA: Independent Inn
keepers Association.
IIT: Individual Inclusive
Tour
illegal aliens: individuals
who move to another country illegally, without permission, to enter as
either immigrants or refugees; also called undocumented workers.
immigrants: those
who move from their country of origin to live and work in another country.
IMO:
International Maritime Office.
in-house catering:
products and services provided on company property.
in-kind: non-financial
support.
in-transit passenger:traveller
inbound operators:
agencies that specialize in providing tour packages to international travellers
visiting
inbound tourism: tourism generated by visitors from foreign countries.
incentive: persons who have won stay in hotel as reward for meeting or excelling their sales quotas.
incentive fee: arrangement that requires management company to take some risk in hotel’s operation.
incentive meetings: motivational in nature, focused on individual, quality is not compromised in interest of economy.
incentive tour: tour offered by companies to employees as reward for achieving corporate goal.
incentive travel: marketing and management tool currently used to motivate people by offering travel rewards for achieving specific goal.
incentive travel operator: company which sells travel incentive programs.
incidentals: All costs
to passenger not covered by tour costs, usually telephone calls, room service
charges, and so forth.
inclusive
terms: phrase
sometimes used in inclusive tour: all
tour components in one price.
incruiting:
hiring from within one’s company.
independent: property
with no chain or franchise affiliation, although one proprietor might own
several such properties.
independent entrepreneur:
operates and personally undertakes the risk of enterprise.
independent pleasure traveler:
person who has no fixed itinerary when travelling.
May use services of travel agency.
independent tours:
this type of tour is classified into two types: domestic (DIT) and foreign
(FIT). They are both customized tours designed for individuals who prefer
freedom and flexibility to the structure of a guided tour.
independents: properties
or restaurants which are not chain or franchise affiliated.
indirect supplier:
company that caters to tourist/visitor with subsidiary services.
index of leading indicators:
data including new manufacturer orders and average weekly claims for unemployment
which analysts follow closely to see where economy is headed.
individual
business market:travellers
on company or government business.
individual leisure market:traveller
industrial nations: where high percentage of the goods is produced by manufacturing raw materials.
inebriate: intoxicated person.
information rack (manual only): alphabetic listing of registered guests with room number cross reference.
infrastructure:underlaying economic foundation including transportation and communication systems, power facilities, and other public services.
infusion: immersion of heat-sensitive ingredients into alcohol (maceration).
ingress: entrance.
inserts: advertising material inserted into magazines or mail.
inside room: guest room that faces inner courtyard.
inspectors: supervisory position in housekeeping department for releasing on-change rooms to ready status.
installation: set up period for meeting, trade show or event.
institutional foodservice: operations which serve people who are members of particular societal institutions; foodservices in a large institution such as a hospital, school or factory.
interface: computer term designating ability of one computer to communicate with another.
interline:travelling on more than one airline.
intermediate care centres: health care facilities that offer assistance to persons incapable of living independently and provide only basic nursing.
intermodal: using more than one mode of transportation.
intermodal
travel: travel
that includes two or more modes of transportation. For example, intermodal
tour might include flight to
internal
promotion:
the practice of hiring and promoting from within one’s own company or organization.
international access code:
in telephone systems of international account
executive: sales/marketing staff specializing in the development of
booking business from sources located outside the country.
international tour:motorcoach
international traveller:
person in
Interpretation: process of educating visitors to national parks and other recreation facilities through use of marked trails, signs and so on.
intervention techniques: strategies used to reduce risk of guest intoxication.
intervention training: specific programs to help waitstaff deal with intoxicated patrons.
Intourist:
Official government agency for tourism of former
inventory turnover: number of times average inventory has been sold during specific period.
irish breakfast: consisting of fruit juices, hot and cold cereals, bacon, ham, sausages, eggs, herring, kippers, toast and jam.
ISHAE: International Society of Hotel Association Executives.
isolate lift: turn off main switch of ski-lift.
issue form: record
of the date and quantity an item is withdrawn, signed by one who withdraws.
ISSTE:
International Society of Travel and Tourism Educators.
ISTA: International
Sight-seeing and IT number: code assigned
to inclusive tour for identification and booking.
IT: Inclusive Tour.
ITC: Inclusive Tour
Charter.
itinerary: planned
route for trip.
ITOA: International
Tour Operators Association.
ITX: Inclusive Tour
Busing Fare.
IUOTO: International
jargon: technical
language.
jerky: highly spiced
dried meat.
jigger: glass measure
used when pouring liquor.
job: titled position
in organization where one is remunerated for work done.
job coach: used to
train and supervise mentally or physically challenged worker.
job description: general
summary of job requirements, responsibilities and remunerations.
joint fare: two carriers
combining services to compete with other carriers.
joint venturing: cooperative
business promotion activity.
JTO: Joint Tour Operators.
julienne: vegetables
or meat cut into match-like pieces.
jump state associations:
associations not restricted to meeting in their own states.
junior suite: one
large room, sometimes with half-partition, furnished as both parlour
and bedroom.
junket: all-expenses
paid trip.
keg:
cask made of wood or stainless steel.
key-man insurance:
insurance against death or serious injury of personal critical to ongoing
operation of business.
keynote address: speech
to all members of assembly.
keynote session: plenary
meeting.
king: extra long,
extra wide double bed about 78 by 80 inches.
kitchen brigade: system
of kitchen organization in which staff is divided into specialized departments,
all contributing to preparation of meal.
kitchen help(ers):
entry level worker who cuts vegetables and performs various cleaning duties.
kitchen steward: in
charge of kitchen activities.
knock-down time: time
needed to rearrange facility after meetings.
knock-up time: opposite
of knock-down time.
kosher: food prepared
according to Jewish dietary laws.
labour-intensive:
employing a large number of workers in proportion to the number of people
receiving the service.
laissez-faire leadership:
giving employees as much freedom as possible.
lanai: patio.
lanai room: overlooking
a garden/patio.
land only: prepaid
package of products and services to be used by client at destination.
land operator: see
tour operator; also ground operator.
land-cruise package:
stay in hotel at destination and cruise.
last: designation
for bellperson who most recently completed
front desk assignment.
last call: final call
for drink orders given prior to closing bar.
last sell room: jargon
used for very undesirable room, one sold only after house is filled.
late arrival: guest
with reservation who expects to arrive after cutoff hour and so notifies
hotel.
late charge: department
charge, such as phone or breakfast, which arrives at the front desk.
late check out: room
which will be available for cleaning later than posted check out time;
also person or group granted permission by the hotel to stay longer than
the posted check-out hour without penalty.
launch: placing boat
into water.
laundry manager: supervises
laundry room attendants.
laundry room attendants:
individuals who wash, dry, iron and fold laundry.
layover: overnight,
or several hours wait between connections.
LCBO: Liquor Control
Board of lead-exchange club:
informal community organization comprised of one representative from each
local industry and profession.
lead-in sheave: on
ski-lift, first sheave in assembly.
leadership: the ability
to influence, direct and motivate people.
leakage: money that
flows out of economy to purchase outside resources.
lecture: disclosure
of scientific or research to purchase to colleagues.
leek: type of onion
similar in appearance to green onion, but much larger.
lees:
residue or sediment that settles out of wine soon after it is made.
leg: segment of a
journey.
legend: portion of
map listing meanings of symbols used.
legislation: in OTEC
literature, legislation includes regulations and by-laws.
legumes: French word
for vegetables.
leisure: freedom resulting
from cessation of activity especially time free from work or duties.
leisure travel market:
potential clients for the hospitality industry who travel for pleasure
as opposed to business.
length of stay: number
of days guest remains on property.
letter of agreement:
acceptance of proposal.
liabilities: obligations
of business, largely indebtedness related to expenses involved in generating
income.
liaison: the person
who maintains contact between two groups.
life-stage: particular
time in life: childhood (0-12); youth (13-17); adulthood (22-50); mid-life
(50-70); old age (71 and up).
life-style: values,
beliefs, and socio-economic brackets that determine the way one lives.
lifecare
communities:
long-term healthcare facilities that cater to both dependent and independent
older adults.
lifestyle
profiling:
market segmentation system of analysis similar to psychographics.
lift: ski-lift; also
British for elevator.
lift accident: occurrence
involving bodily injury or damage to ski-lift equipment.
lift incident: occurrence
on ski-lift not involving bodily injury or damage to lift operation.
lift log: daily record
of operations, maintenance and other actions performed on ski-lift, can
be used as legal document.
limit switch: on ski-lift,
roller, wand or arm that interrupts safety circuit when equipment exceeds
safe operating limits.
limited menu: food
merchandising concept which offers a smaller selection than the normal
menu.
limited service: hotel
or motel that provides little or no service other then room.
line check: visual
inspection of entire ski-lift line, usually by first rider, who is a staff
member.
linen closet: storage
closet for linens and other housekeeping supplies usually located conveniently
along corridor for use of housekeeping staff.
linen room: housekeeper’s
office and centre of operations for that department, including storage
of linens and uniforms.
liner: on ski-lifts,
material used to line grooves in sheaves and bullwheels.
liqueur: strong, sweet
alcoholic beverage often served after dinner.
liquor: strong distilled
alcoholic drink.
liquor gun: piece
of bar equipment used to dispense equal amounts of liquor.
listening: a four-step
process that involves paying attention, attaching meaning, evaluating and
responding.
LLBO: Liquor Licensing
Board of load: number of passengers
on board.
load board: marker
showing passengers where to stand when loading onto ski-lift.
loading
ramp: area
where passengers load onto carrier.
local tour: tour marketed
to local group or organization.
lock-out: ski-lift
which is disabled so it can not be started up accidentally or purposely;
usually achieved through padlocking.
lockout: denying guest
access to room, usually because of unpaid bill.
lodging industry:
hotels, motels and other overnight accommodations.
log: record of activities
maintained by several operating departments.
logistics: tasks undertaken
to ensure smooth operations of events.
logo: recognizable
symbol of an organization or business.
long stay: person
who stays in property for long period of time.
loran: system of navigation
using signal pulses from radio transmitters.
lost and found: area
usually under housekeeper’s jurisdiction for control and storage of lost
and found items.
low season: shoulder
season, value season.
luncheon club: local
social organization.
maceration:
immersion of heat-sensitive ingredients such as fruits into cold base alcohol.
(infusion).
machine room: portion
of building or enclosure which houses only motive power and driving mechanism.
magnum: bottle of
wine which measures two-fifths of gallon.
maid’s report: status-of-rooms
report prepared by floor housekeeper and consolidated by linen room to
create housekeeper’s report.
mail and key rack:
piece of front office equipment where both mail and keys are stored by
another room number.
main drive: power
source which normally drives ski-lift.
maitre d’: short form
of maitre d’hote. Head server.
malt: germinated barley.
malted: process used
to germinate grain; involves chemical change in grain which is important
to its function in brewing process.
malting:
process in which grain is germinated to produce enzyme that can convert
starch to fermentable sugar.
management company:
independent firm which manages the operations of one or more facilities.
management contracts:
owner maintains financial responsibility for property and management company
is responsible for operating property with owner’s money.
management hierarchy:
where different jobs are connected through a chain of command from greatest
to smallest area of responsibility.
manager: administrative
lead.
manager’s check: officer’s
check.
manager on duty: person
in charge when General Manager is off duty.
manual stop: mechanical
or electrical device operated by operator or attendant, which stops ski-lift.
MAP: Modified American
Plan
MNEs:
Motivations, Needs, and Expectations
MPI: Meeting Planners
International
MPICC: Meeting Planners
International, Canadian Chapter
MTEC: Manitoba Tourism
Education Council
marinate: to soak
in liquid mixture usually consisting of wine, oil, herbs and spices
marjoram: aromatic,
bitter herb.
mark-up:
difference between the price merchant pays for an item and the price paid
by a client.
market: possible customers
for a particular enterprise.
market mix: variety
and percentage distribution of hotel guests, conventioneer, tourist, business
person, etc.
market niche/market share:
small section of market most likely to be persuaded to buy product or service.
market opportunity analysis:
evaluation of marketing opportunities.
market research: use
of actuarial skills to determine feasibility of establishing business in
specific location. (entrepreneur)
market segmentation:
concept of dividing market into different parts; usually based on demographic
or psychographic information.
market segments: smaller,
identifiable groups which can be defined using any set of characteristics,
such as those found in geographic, demographic, or psychographic information;
subgroups of customers who share specific set of needs and expectations.
marketing: series
of activities that find out what customers need or want, and ensures they
get it; related groups of business activities with purpose of satisfying
demands for goods and services; process of planning hotel’s concept; also
series of activities used to determine what customers need or want.
marketing analysis:
examination of past marketing efforts to evaluate effectiveness.
marketing mix: elements
that influence the salability of a product, such as size, shape, cost.
marketplace: place
where goods and services change hands.
MARS plus: Multi Access
Reservation System.
marshalling area:
see loading platform.
marzipan: small sweet
made of almond paste, usually shaped into fruit and used to decorate cakes.
mass
tourism: mass
movement of people in major cities, usually by bus, streetcar or subway.
mast de-stepping:
lowering and removing mast from boat.
mast stepping: raising
and securing mast to boat.
master account: one
folio prepared for group (convention, company, tour) on which all group
charges are accumulated.
master key: one key
controlling several pass keys and opening all guests rooms on one floor,
also called floor key.
maturity: when consumer
demand is fully satisfied by the existing enterprises.
maze: lanes that lead
guests to loading point on organized manner.
mechanical backstop:
see anti-roll back device.
media: means of communication,
such as television, radio, newspapers.
media blitz: intense,
concentrated effort to contact media.
media strategy: process
of coverage of meeting.
mediator: see arbitrator.
medical
meetings:
technical meetings of professionals, held on regular basis for purpose
of presenting recent research findings to colleagues. (conference;
convention).
meet and greet: service
of meeting, assisting and greeting guests.
meeting: assembly
of people called for discussion of important matters. (business
/incentive/scientific/medical meetings; also conference;
convention; roundtable).
meeting specifications:
complete descriptions of all meeting needs.
meetings market: general
classification of the group business potentials available from both associations
and corporations.
memo: short written
internal communication document.
menu: array of function
choices displayed to computer user who selects appropriate function.
menu: food served
by a restaurant; also a list of these foods.
menu engineering:
tool in menu planning that uses menu as whole, not individual items that
make up menu, as measure of profitability.
menu mix: indicator
in menu engineering; detailed record of customer preference from menu selection.
merchandise: items
for sale.
merchandising: making
a product interesting or appealing so that customers will want to buy it.
meringue: egg white
and sugar beaten into stiff mixture.
message lamp: light
on or near telephone, used to notify occupant that telephone operator has
message to relay.
meter: in taxicab,
device which measures time and distance to calculate fares.
meter seal: in taxicab,
device which is attached to meter and is used to indicate that meter has
not been opened or tampered with.
métro:
French for subway.
metro: short name
referring to greater metropolitan metropass:
in mezzanine: floor between
ground and second floor.
MFBB: Mexican Food
and Beverage Board.
MICA: microbreweries: small,
local breweries.
microwave (oven):
heats food quickly by means of short waves.
midcentric:
midway between allocentric and psychocentric.
middle of the house:
engineering, accounting and maintenance facilities of a hotel.
miles:
in taxicab, total miles recorded on meter that vehicle has driven.
minerals: inorganic
substances necessary for life such as iron or phosphorus.
minestrone: Italian
soup made from onions, tomatoes, vegetables and beans.
mini-group: small
party of individuals from one to ten people.
minibar:
installation of ice, drink and fast food dispensers on floor of hotels.
minimum (charge):
least amount charged to a guest.
minimum connecting time:
time required to leave one vehicle and board another.
minor departments:
less important operating departments (excluding room, food and beverage)
like valet, laundry and telephone.
mireproix:
equal parts of chopped carrots, celery and onion.
mise
on place:
French term for put in place.
To get ones’ station ready.
misload:
guest who fails to load carrier correctly.
mission statement:
statement encompassing organization’s purpose and philosophy.
misunload:
passenger who fails to unload carrier correctly.
mixed drink: beverage
composed of alcoholic and non-alcoholic liquids.
mixology:
study or skill of preparing mixed drinks.
mocha:flavour
mock-up: forecasted supplies, human resources and equipment requirements.
MOD: Manager On Duty.
modem: device which allows interaction between telephone and computer.
Modified American Plan (MAP): hotel rate that includes room and continental breakfast or full breakfast and dinner.
mom-and-pop: small, family-owned business with limited capitalization; family, rather than paid employees, furnishes bulk of labour.
mornay: white sauce with parmesan cheese.
morning-call: wake-up call made by telephone operator at guest’s request.
motel: short for motor
hotel; lodgings that attract those travelling
by motor vehicle.
motivation:
internal urgency to accomplish; also the ability to foster this quality
in others.
motorcoach:
large passenger bus.
mousse: dessert made
with whipped cream, flavouring and gelatin.
mozzarella: soft mild
Italian cheese.
MPT: Meeting Planners
International.
MPICC: Meeting Professionals
International (Canadian Council).
MSG: monosodium glutamate
(flavour enhancer).
MTEC: multiple access system:
computerized reservation system which has direct access to computers of
several airlines/travel suppliers.
multiple occupancy:
percentage of rooms occupied by more than one person.
multiple product lines:
form of segmentation based on variations in a company’s product size, design,
layout, quality and price.
multiplier effect:
economic formula that calculates effect of revenue in economy.
murphy
bed: bed that
folds into a closet, or recessed wall.
must: mixture of grape
pulp, skins, seeds and stems.
muzzleloader: firearm
loaded through muzzle.
NABHP:
National Association of Black Hospitality Professionals.
NACA: National Air
Carriers Association.
NACE: National Association
of Catering Executives.
NACOA: National Association
of Cruise Only Agents.
NAFTA: North American
Free Trade Agreement.
NAILM: National Association
of Institutional Linen Management.
napery: table linens
such as napkins and table cloths.
NARM: National Association
of Restaurant Managers.
National Tourism Organizations
(NTO’S): organizations national governments use to promote their organizations
and countries.
national work force:
people in any country who earn wages.
NATO: National Association
of Travel Organizations; also North Atlantic Treaty Organization.
NB & BA: National
Bed and Breakfast Association.
NBMOA: National Black
McDonald’s Operators Association.
NBTA: National Business
Travel Association.
NCCR: National Council
of Chain Restaurants.
NCR paper: no carbon
required. Paper specially treated to produce copies without carbon.
near north: see cottage
country.
neat:
drink served without ice (frappé).
necessary leakage:
cost of promoting tourism abroad.
negotiation: give-and-take
process of reaching a decision.
NEPA: National Environment
Policy Act.
net fare: price without
taxes and commissions.
net income: money
remaining after all expenses have been paid.
net non-commissionable:
net fare.
net rate: wholesale
rate; also net fare.
net square feet: usable
floor space.
networking: making
business contacts in person by meeting people, or by exchanging business
cards.
NFSA: National Food
Service Association.
night audit: daily
reconciliation of accounts receivable completed during graveyard watch.
night auditor: one
responsible for balancing day’s posting.
night clerk’s report:
interim report prepared by night auditor or night clerk and used until
day audit has been completed.
night club: establishment
that offers drinks and food as well as dancing and entertainment.
night lock: security
lock that can by used only from inside the room.
nine P’s of marketing:
productivity, professionalism, people, performance, power, policy.
nine
P’s of packaging:
combination of products and services into one package for participants
to purchase at single price.
no start: operator
cannot start ski-lift due to electrical or mechanical failure or by specified
procedure.
no-op: flight which
does not go due to weather or servicing.
no-service: guest
does not need room cleaned.
no-show: reservation
that fails to arrive.
non-insurance: strategy
whereby organizations choose not to purchase insurance.
non-revenue: passenger travelling
on comp ticket.
non-stop: flight without
stops between departure and destination.
NONTA: non-verbal communication:
messages which are perceived or sent by appearance or behaviour.
North of nose: aroma of wine
on nose. (bouquet, breathing).
NOTO:
not-slept-in:
room that is paid for, luggage arrived, but not slept in.
NRA: National Restaurant
Association.
NSMH: National Society
of Minority Hoteliers.
NSSFFA: National Soft
Serve and Fast Food Association.
NTA: National Tourism
Association.
NTA: National Transportation
Agency.
NTA: National Tour
Association.
NTO: National Tourist
Office. Government agency for promotion of travel.
nuclear power: power
generated by atomic reactor.
nutrition: qualities
in food that nourish the health or growth of the person eating it.
NWT: N. W. T. Tourism
Training Group; also NWTTTG: Northwest
Territories Tourism Training Group.
OAG:
Official Airline Guide.
objective: step toward
goal.
occupancy (percentage
of): ratio relating to number of rooms sold to number available for
sale.
occupancy rate: percentage
derived by dividing total number of rooms occupied during given time period
(night, week, year) by total number.
occupational standards:
benchmarks against which occupations and/or people in those occupations
are measured.
occupied/clean: stay-over
room that has been cleaned.
occupied/dirty: stay-over
room that needs cleaning.
OECD: Organization
for Economic Co-operation and Development.
OECS: Organization
of Eastern Caribbean States.
off-premise catering:
products and services delivered to location other than company property.
off-season rate: reduced
room rate charged by resort hotels when demand is lowest. (also shoulder
season)
officer’s
check: dining
room check or chit used to comp food or drink items.
OHG: Official Hotel
Guide.
OHRG: Official Hotel
& Restaurant Guide.
omelet: egg dish prepared
by beating (usually 3) eggs and pan frying them into flat circular crêpe-like
shape, serving it folded over with filling (cheese, mushrooms, vegetables,
ham are popular items). (also known as Italian word frittata).
omiyage:
Japanese tradition of giving gifts.
on-change (also check-out
room): status of room recently vacated but not yet available for new
occupants.
on-line (computer system):
electronic access via computer line to all company operations and records.
on-line computer:
computer facilities hooked directly to input and output devices for instantaneous
communication.
on-request: special
request by guest, such as non-smoking room.
on-site guide: guide
who remains at attraction as staff member.
one (two-) pull dialing:
one (two-) digit telephone dialing that connects caller to hotel services
like room service, bellstand, etc.
OOO: Out Of Order.
open bar: private
bar where drinks are prepaid by host or sponsor.
open door policy:
management willing to listen to employee concerns at all times.
open ticket: ticket
which does not specify date for use.
open-jaw:
round-trip itinerary in which arrival point is different from departure
point for air portion.
operating departments:
those divisions of hotel directly involved with service of guest, in contrast
to support divisions like personnel and accounting.
operations: component
of management which is primarily concerned with the administrative aspects
of business.
operator: person in
charge of ski-lift who is trained and experienced in normal and emergency
proceedings.
operator’s platform:
designated area where operators stand to help guests onto ski-lift.
option: item clients
may include or exclude.
option date: prearranged
date in a contract where the agreement will become good or void.
options: extra excursions
or events offered during tour, but not included in tour price.
OTEC: Ontario Tourism
Education Corporation. Organization offering certification meeting industry
standards for occupations in hospitality and other income: category
of miscellaneous revenues from departments or activities other than rooms,
food and beverage.
out of order (OOO):
room is not available for sale because of some unforeseen shutdown of facilities.
outbound tourism:
tourism generated by visiting to foreign countries.
outdoor advertising:
large advertising displays intended to be seen from afar, such as billboards,
neon signs.
outside call: call
that enters switchboard from outside hotel; call that terminates outside
hotel.
outside laundry:nonhotel
outside room: room on perimeter of building facing outward with exposure more desirable than that of inside room.
over and short: discrepancy
between cash on hand and amount that should be on hand.
overbooking:
committing more rooms to possible guest occupancy than are actually available.
overflow: business
which has been booked but which can not be handled by the property and
must be accommodated elsewhere.
overhead: indirect
costs involved with doing business.
override: extra commission
above standard percentage to encourage or reward quantity bookings; process
by which operator bypasses certain limits built into computer program.
overspeed:
ski-lift running faster than recommended speed.
overspeed
switch: on
ski-lift, switch that activates emergency brake if lift exceeds design
speed.
overstay: guest who
remains beyond expiration of anticipated stay.
p.m.
report: complete
room status report for all rooms.
PA system: Public
Address System.
package: number of
services (transportation, room, food, entertainment) normally separate
but put together and marketed at reduced price, made possible by volume
and breakage.
package tour: travel
components offered as unit and sold at fixed price.
paid in advance: room
charge collected prior to occupancy; it is usual procedure when guest has
light baggage, and with some motels, it is standard procedure for every
guest.
paid miles: total
miles taxicab has driven while under hire as recorded on meter.
paid outs: monies
advanced by a hotel on behalf of a guest.
pantry: area in restaurant
where cold foods are prepared.
par stock: total amount
inventory normally stocked to operate for set period of time.
parallel tours: similar
tours running concurrently. Companies will often offer joint events for
parallel tours.
paraphrase:
restating another’s words in your own as a test for clear communication.
parent’s room: specially
equipped room for caregivers when feeding or changing young children.
parlour:
living or sitting room; living room portion of suite.
parlour
room: public
washroom in property.
PARS: computer system
sponsored by TWA.
partnership: two or
more companies which enter into agreement to satisfy basic needs.
pass: card or voucher
granting admission.
pass key:submaster
passenger load factor: measure of passenger capacity utilization derived by expressing revenue passenger miles as percentage.
passenger mile: one passenger carried one mile.
passport: government document issued for travel abroad.
PATA: Pacific
pâté: mixture of meat paste usually served as appetizer.
patio: outdoor dining/recreation area.
patio rooms: having direct access to outdoor areas.
Patois: dialect of French spoken in former French possessions.
PAX: Industry abbreviation meaning “passengers.”
PBX: Private Branch Exchange.
PCMA: Professional Convention Managers Association.
peak period: time of year when service demands are at their highest. Also peak season, peak time.
pension: European for facility offering modest accommodations; also an allowance paid by an employer to an employee after retirement, based on years of service.
penthouse: accommodations, usually suites, located on top floors of hotel.
people: staff of organization.
per diem: “Per day” spending allowance for meals.
performance review: meeting between supervisor and staff member to discuss work attitudes, abilities, productivity and concerns.
perks: classification of additional non-financial compensation, such as special parking spaces, use of company car, use of company condo, special hotel reservations.
permanent (guest): resident of long-term duration whose stay may or may not be formalized with lease.
personal selling: oral presentations selling goods to large audiences or individuals.
pesto: Italian sauce made of garlic, olive oil, pine nuts, fresh cheese and fresh basil.
petite fours: small cakes served after dessert.
petty cash (box): technique for controlling petty cash disbursements by which special small cash fund is periodically reimbursed.
PHA: Preferred Hotels Association.
phantom stop: ski-lift that stops for no apparent reason.
phonetic alphabet: system where letters are not confused when speaking; letters are represented by words
phylloxera: parasite that attacks roots of and kills grape vines.
picante (also piquant): highly spiced.
pick-up: number of rooms picked up each day; number of new reservations made each day.
pilaf: method of cooking rice usually in flavoured stock.
pint: glass of beer,
approximately half litre.
piquant
(also picante):
highly spiced.
pleasure travel: travel
for purpose of leisure.
plenary: general assembly
for all persons actively involved in meeting.
plus-plus: the amount
representing the taxes and tips (T&T)
to be added to a quoted meal or function price.
PMS: Property Management
System.
PNR: Passenger Name
Record.
pocket (manual only):
portion of room rack made up to accept room rack slips and provide permanent
record of accommodation and rates.
podium: small platform
on which a speaker stands, usually for the purposes of audience visibility.
point of purchase sales
materials: signs, posters, tent cards, elevator cards, intended to
internally promote facilities and messages to on-premise guests and customers.
point-of-sales terminal
(POS): computer term for input equipment immediately accessible to
place of sale for on-line input.
point-to-point fare:
basic rate between a city pair.
pooling: sharing tips
collected by all staff.
port: left-hand side
of boat when looking forward.
portability: eligibility
of practitioner certified in one jurisdiction to practice in another without
undergoing further training or assessment.
porterage:
gratuity given to porters or baggage handlers.
portion: specific
amount of each food served to the customer.
POS: Point of Sale.
(see point of sale terminal).
posada:
small hotel in Spanish-speaking countries.
position statement:
public relations maneuver where companies proclaim their goals to the general
public. (mission/vision statement).
positioning: providing
transportation and compensation for guide to arrive at destination for
start of tour; or, putting vehicle into position before start of trip;
also in marketing, comparing one’s own product/services to those of the
compensation.
poster session: display
of material, usually scientific, accompanied by authors or researchers.
posture: stance, or
how a person holds or carries his/her body.
pot: a cooking container.
pôtage:
French for soup.
potwasher:
washes pots and dishes in a restaurant.
power: the ability
to get others to do things.
PR: public relations.
pre/post tour: pre-arranged
activity undertaken before or after scheduled event.
preassign
(or blocked rooms):
reservations are assigned and specific rooms are blocked before guest arrives.
preregistration:
procedure in which hotel completes registration prior to guest’s arrival;
used with groups and tours to reduce congestion at front desk, since individual
guests do not register; procedure in which hotel completes registration.
presentation tray:
small tray used to present cheque and collect
payment.
prime mover: on ski-lift,
normal motive power source.
print broker: person
in charge of managing print arrangements.
priority room: room
that needs cleaning by specific time.
private branch exchange
(PBX): telephone switchboard.
private labelling:labelling
proceedings: published volume transcribing conference sessions in full.
procurements: goods and services obtained by renting or purchasing.
product: combination of elements both tangible and intangible which comprise an object or service.
product analysis: study of a property’s features and their subsequent conversion into sets of benefits directed at specific market segments.
productivity: amount of goods or services produced in relation to the input of capital and/or labour.
productivity standard: measure that defines the amount of work trained employees are expected to do.
profit centre: self-supporting
department of business with own goals, objectives, budget, review and adjustment
strategies.
promotion:
sales promotion; also an employee’s move to a position of greater authority
and higher pay.
proof: beverage with
standard amount of alcohol.
proof of citizenship:
official documentation verifying country of citizenship, such as a passport
or birth certificate.
property (the): refers
to hotel, including its personnel and physical facilities.
proposal: written
plans for a future project, containing key points such as costs, risks,
materials and labour needed.
prosciutto:
dry-cured Italian ham.
prospects: potential
clients, business partners, employees.
prospectus: information
package.
protection area: on
ski-lift, buffered area to protect guests from contacting carriers or passengers
where carriers are within 12 feet of ground level.
proteins: vital cell
building substances in foods.
proximity
switch: electro-magnetic
device; can be component of safety switch.
PSO: Public Sector
Organization.
PST: in Psychocentric:
non-adventuresome person. (midcentric, allocentric).
psychographics: characteristics
of market represented by personality and lifestyle traits.
pub: short for “public
house” term most frequently used in public relations (PR):
programs designed to create a strong, positive image of a company; activities
undertaken with community in order to maintain or improve image or event.
public space: areas
of property accessible to public.
publicity: any planned
or spontaneous activity that brings organization, name, product or services
before public without direct costs; uncompensated mention of product, person,
or service.
purchase order: a
form issued by buyer to supplier.
purée: paste
of fruit or vegetable used in cooking.
purveyor: supplier.
QSC:
Quality, Service, Cleanliness.
Quad: room accommodating
four people.
qualify: screening
procedure for potential business prospects.
quality assurance:
user-oriented management system, where emphasis is placed on delivery of
consistent reliable service or goods.
quality circles: management
style technique in which employees work in small groups to arrive at suggestions
or course of action.
Quebec-Windsor corridor:
transportation routes, including rail, road and air, traversing from queen: extra-long,
extra- wide double bed, about 60 inches by 80 inches.
Queen Mary: multi-level
rolling cart used for transporting F&B equipment.
quiche: mixture of
cream, eggs, cheese, sometimes meats (ham or bacon) and/or vegetables (spinach,
onion, broccoli) in pastry shell.
quick service: cafeteria
food service; take-out service. (fast
food).
quote: to state room
rate or other charges, such as fares, or other information regarding accommodation.
RAA:
Regional Airlines Association.
rack rate: standard
rate established for and quoted from room rack.
rafting: mooring one
boat to another boat.
ragu:
(also ragou, rogout):another
name for stew.
rainbow country: common
name associated with geographic portion of northern Ontario, appearing
on map as square whose corners are defined by Sudbury at bottom right,
Sault Ste. Marie at bottom left, Lake Nipagon
in top left and Timmins in top right.
RAM: in computers,
Random Access Memory.
ramekin: small portion
cup used to serve condiments.
ramp agent: baggage
handler.
range:
large cooking stove.
rate and inventory rack
card: card for each guest room which remains permanently in the room
rack. Indicating type of room, rate structure and any special features.
rate card: listing
of prices.
rate cutting: offering
discounts to attract clients, especially your competitor’s.
re-check: room needing
minimal cleaning. (tidy-up).
rear entry: in restaurants,
where suppliers deliver their goods.
rear view projection:
images projected onto back of screen.
receiving steward:
receives, inventories, inspects, stores food and beverage items in a hotel.
reception:
stand-up social function; also area where guests are received in an office
or hotel.
réchard:
small stove used in dining room to prepare foods table-side.
reciprocal advertising:
exchange of products for advertising.
recognition: process
wherein foreign-trained worker has credentials assessed by certifying body
other than one which initially granted credential.
reconfirmation: verification
of intent to use products or services.
recovery strategy:
plans devised to win back patronage of lost or dissatisfied customers.
recruit: to seek potential
employees.
red rocket: colloquial
name given to referral: recommendation.
referral group: group
of independent businesses who have banded together for purposes of referral.
refreshment breaks:
in a conference, or at a workplace, time allotted from work, sometimes
with light snacks, sometimes with exercise.
region: zone; also
geographic location.
regional carrier:
airline whose license allows it only to carry passengers within provincial
registration:
process of signing in a guest.
registration card:
form completed by an incoming guest including name and address.
regulatory agencies:
official bureaus that exercise laws over the bodies they govern.
repeat business: client
who returns to make further purchases.
requisition: written
request for supplies.
reservation: agreement
to hold space or accommodations for specific period.
reservation deposit:
partial payment made in advance in order to hold reservation.
reservation rack:
manual system displaying list of expected arrivals.
resident manager:
in a hotel, administrative position who sometimes remains on premises,
or if not on premises, at least maintains a room.
residential hotel:
accommodations that provide services for guests who wish to stay for extended
periods of time.
resort
hotel: hotel
located in lovely setting where people go for vacation; accommodations
that provide recreational and entertainment facilities.
response mechanism:
in advertising, device such as 800-number or reply coupon that makes it
easy for consumers to respond.
restaurant: an establishment
at a fixed location that serves food to transients.
restaurant consulting:
a business that assists in planning for a restaurant.
restaurateur: person
who operates restaurant.
restraining bar: safety
bar used on some ski-lifts, may include footrest.
retail: sale of single
item goods to customer.
retail travel agent:
provides public with preplanned travel and/or transportation.
retailers:
individuals who sell directly to the public.
return station: terminal
at opposite end of ski-lift from drive station.
revalidation sticker:
official notice in change in original reservation which is affixed to flight
coupon of airline ticket.
revenue centre: outlet
that generates income, contrasted with those that provide services.
revenue passenger miles:
total number of revenue passengers carried, multiplied by miles they are
carried.
rez
de chausser:
French term describing story at street level. (Erdgescho,
ground floor, first floor).
Ride the Rocket: advertising
slogan used by TTC to encourage ridership.
(rocket; red rocket).
riser: podium (stage,
dais).
risk management: efforts
to protect assets, earning power and human resources against accidental
loss.
risotto: Italian rice
dish.
riz:
French for rice.
RNA: Registered but
Not Assigned.
rocket: see red
rocket.
roll-away: mobile,
twin-sized bed.
rolling stock: cars
or units that make up a train.
ROM: in room attendant: person
responsible for maintenance of guest room.
room count: number
of occupied rooms for a given period of time.
room inspection report:
daily checklist indicating condition of each guest room.
room monitor: person
who ensures that meeting is proceeding according to plan.
-
roll-backs: unintended
reversal of ski-lift.
room
rack: front
office equipment comprised of series of metal pockets (one for each room)
in which rooming slips are placed.
room rack rooming slip:
small form sized to fit pocket of room rack, showing name of occupant.
room rate: price charged
for specific guest room.
room service: providing
meals and drinks in hotel rooms.
room set-up: arrangement
of furniture for assemblies in meeting rooms or auditoriums.
room status: code
or description showing occupancy and condition of room.
roomette: private
accommodation on a train consisting of a small enclosure having a table,
toilet facilities and small sofa bed.
rooming: registering
and assigning guests to rooms in a hotel.
rooming house: private
residence that rents rooms, usually with shared bath and kitchen facilities.
(pension).
rooming list: roster
of individuals requiring guest room accommodations.
Roquefort: white cheese
speckled with mold.
rosé: wine
in colour midway between red and white.
rosemary: sweet fresh
herb.
rotation
system: on
ski-lift operations, means of moving and relieving staff without interruption
of services.
round trip: returning
to origin by same carrier.
roundtable: see
breakout session.
routing: sequence
of point-to-point destinations.
routing code: in telephone
systems of roux: cooked mixture
of flour, butter, and or oil.
royalty: fee paid
to an enterprise for the use of its trademark in the selling of a product
or service.
RPA: Regional Publishers
Association.
run of the house rate:
flat rate.
rush room: priority
room.
RV: Recreational Vehicle.
RWFBH: Roundtable
for Women Food Beverage Hospitality.
SABRE:
Semi-Automated Business Research Environment.
safe deposit box:
located in front office for use as security storage of personal items.
safety gate: on ski-lift,
device which, due to passenger’s weight or contact, interrupts stop circuit.
safety needs: concerns
for our psychological and emotional and physical well-being.
SAFSR: Society for
Advancement of Food Service Research.
sage: strong, bitter
herb, used for stuffing dressings.
sake: white, semisweet
Japanese alcoholic beverage made from rice.
salamander: top heating
oven, used to brown the top of food.
salary: weekly, bi-weekly,
monthly or yearly pay for work.
sales blitz: in telemarketing,
making as many new contacts as possible in the shortest amount of time.
sales manager: executive
in charge of sales and sales staff.
sales mix: mixture
of products sold by businesses.
sales promotion: selling
enhanced by incentives such as special offers, discounts.
samovar:
Russian tea kettle, similar to hot water urn.
sample room: guest
room used for display of accommodations, services or merchandise.
SATA: South American
Tourism Association.
SATH: Society for
Advancement of Travel for Handicapped.
satisfiers: products
or services which fulfill the needs of their users.
SATW: Society of American
Travel Writers.
saucier: sauté,
cook.
sauté: to cook
in small amount of hot oil, while turning ingredients.
scallion: sliced Spanish
onion often used as garnish for broths or other clear soups.
scallop: type of seafood.
SCANS: Secretary’s
Commission on Achieving Necessary Skills.
scheduled carrier:
airline offering regular flights with published departure and arrival times.
scientific
meetings:
see medical meetings; conference; convention.
scorekeeping: tracking
progress of budgets.
seamless transit:
one fare travel which permits transfers between non-affiliated transit
systems, such as between provincially funded inter-city commuter trains
and municipally funded local transit networks.
seasonal resorts:
attract tourists at specific times of the year.
seat rotation: on motorcoach
tour, process of reassigning seats front to back, so as to encourage people
to socialize, and give people fair shares of views from vehicle.
secondary motives:
learned motives that include achievement, power motivation, and other specialized
motives.
section: seating area.
securitization: process
of issuing bonds to finance or refinance loan.
sediment: natural
residue from wine making process seen in wine, settling to bottom. (see
decant)
segmentation: competitive
business strategy based on target audiences.
self-services: restaurant
where customers serve themselves from food displayed on shelves.
semi-skilled
work: requires
limited amount of formal training.
seminar: see clinic.
servers: transport
food from kitchen to guest room.
service: intangible
aspects of total hospitality product.
service area: part
of the restaurant where waitstaff pick up
orders.
service bar: where waitstaff
give orders for customers; not intended for public.
service brake: brake
used to stop and hold ski-lift under normal service.
service charge: predetermined
amount of money added to a price; percentage of bill added in some countries
for tips for the staff.
service encounter:
period of time in which customer directly interacts with either personnel
or physical facilities, and other physical and visible elements of hospitality
business.
service stop: on ski-lift
service brake is applied immediately when service stop command is given
(as opposed to stop or emergency stop).
serving stand: stand
on which trays and platters from the kitchen can be placed before and after
serving food.
set
up time: time
required to prepare facility for function or event.
SFM: Society for Foodservice
Management.
shallot: small, mild
onion.
sheave: on ski-lift,
pulley or wheels grooved for rope.
sheave assembly: on
ski-lift, series of sheaves in frame on tower or in station.
short order: item
that can be cooked quickly.
short turn: in public
transit system, vehicle that traverses only portion of its designated route.
short-order cook:
person specializing in the preparation of food that is cooked quickly.
shot: ounce measure
of alcohol.
shoulder season: at
each end of high season.
shuttle: transportation,
usually free to guests of property, to key locations such as airport or
convention centres.
side towel: towel
used to serve with.
sight:
device used to aim firearm.
sighting: process
of determining accuracy of sight on forearm or bow.
signage: visual means
of communicating directions.
signing authority:
person who has authority to sign documents.
silence pad: plastic
pad that covers table to protect surface.
simple mixture: mixture
of water and sugar brought to boil and then cooled to make thick syrup
used to sweeten.
single rate: charge
for a single room.
single room: room
designated for one person.
single supplement:
additional charge for client who is travelling
alone.
SITA:Société
site inspection: FAM trip.
SITE: Society of Incentive Travel Executives.
situation analysis: comprehensive evaluation of business position in market place; evaluation of a company’s current financial state.
ski bum: one who frequents upscale skiing resorts, as if permanent fixture, in hopes of falling in with any wealthy patrons (beach bum).
ski-lift: conveyance used for transporting skiers to top of hills, by means of totes (T-bars) attached to high tension cable (haul rope), suspended above ground by towers (gantry), looped around two capstan-like devices (bullwheels) at top and bottom of hill. Power source which drives bullwheels is located at bottom location.
ski retention device: prevents ski from sliding away from wearer when binding releases.
skilled work: requires special training, aptitude and experience.
skipper: one who orders and accepts services, and sneaks out to avoid paying. See also stiff, dine-and-dash, theft of services.
sleep out: not-slept-in.
sleeper: room which does not appear on the room rack or computer as being vacant.
SLHOTW: Small Luxury Hotels Of The World.
slip: docking place for boat; also called pier or well.
SMERF: Social, Military, Educational, Recreational and Fraternal.
SMURF: Social, Military,
sofa bed: sofa which
unfolds to become a bed.
soft-ripened cheese:
cheese ripened from outside in by mould or bacteria.
solar energy: energy
derived from the sun.
solera:
system of blending sherries or ports from mixture of several vintages to
ensure consistency.
soliciting: selling.
sommelier: expert
in wine selection to chef (see wine
steward).
SOP: Standard Operating
Procedure.
sorbet: frozen fruit
mixture, usually between courses to clear palate.
soufflé: baked
mixture of whipped egg whites.
sous-chef:
next in command to chef.
spa: any fitness or
health related resort.
spa cuisine: emphasizes
preparation of low calorie, low fat entrées that feature an abundance
of fresh fruits and vegetables and complex carbohydrates.
soft costs: costs
of lawyers, engineers, consultants, professional costs.
SPATT:
special attention; label assigned to important guests designated for special
treatment.
spec sheet: details
of a function or product.
special interest tours:
pre-arranged itinerary designed to appeal or respond to request by group
of people with particular interests.
special needs: needs
of persons with disabilities.
special rates: variation
from posted rack rate.
speciality
advertising:
promotions using such handy items as pens, mugs, T-shirts.
special event company/co-ordinator:
business which develops, coordinates and stages special events, e.g., rodeos,
theme parties, conventions.
spirits: another name
for distilled drinks.
splice: method of
joining two ends of rope by interweaving them to form continuous loop.
split:
half-bottle of wine.
split folio: split
billing of charges between an individual’s personal and corporate accounts.
split rate: division
of total room rate charge among room’s several guests.
split shift: work
pattern divided into two working periods with unusually long period (more
than rest or meal time) between.
sponsor: person or
organization that contributes financially in exchange for activity or benefit.
sponsoring organization:
various sponsors of tourism.
spread rate: assignment
of group members or conventioneers using standard rate distribution, although
prices may be less than rack rates.
spring box: on ski-lift,
device which retracts T-bar or platter into proper holder.
stage: podium (see riser,
dais).
staging: structures
used by speakers at assemblies; platforms, risers.
stanchions: posts
or pillars for confirming or directing crowds.
standard
purchase specifications:
food standards established by restaurant (also called “specs”).
standby: reduced fare
which allows passenger to board after all reservations have been boarded.
staple foods: items
such as flour, sugar, spices.
star rating: unreliable
ranking (except for some well-known exceptions) of hotels facilities both
in star reservation:
indicates arrival of special guest (see VIP).
starboard: right-hand
side of boat when looking forward.
station: number of
tables or area served by one waitstaff member.
steam table: large
serving table used in buffet or cafeteria food servers that heats water
underneath serving trays to keep food item hot.
STEC: step-on guide: guide
who joins tour to provide interpretation in particular city or site.
steward:
in a hotel or restaurant, one who supervises the provision and distribution
of food and drink.
stiff: to force one’s
debts (such as a restaurant bill) onto another. For example, the waitstaff
were angry at the large party who left without paying, and stiffed them
for the tab; also describes mixed drink with large quantity of liquor.
stipend: allowance
granted.
STO: State Tourist
Office.
stop: on ski-lift,
after stop command is given service brake is applied to stop and hold lift
after lift ramps down (as opposed to service and emergency stops).
stop time: in taxicab,
“time off” position on meter.
stopover: planned
interruption of journey.
stopping distance:
on ski-lift, distance required for lift to stop at full unloaded speed.
storekeeper: responsible
for storage and keeping of food supplies.
STP: Satellite Ticket
Planner.
strategies: approaches
to reaching business or other objectives.
street
car: electrified
surface rail vehicle for passenger service in urban areas.
strip labelling:
addition of producer’s/shipper’s strip label below or above original label
designation selection of wine by establishment.
STTE: Society of Travel
and Tourism Educators.
studio: bed approximately
36 inches by 75 inches used as sofa during day.
subway: network of
underground (for most part) transportation routes, serviced by electrified
trains. (see metro;underground)
suggested itinerary:
preliminary activities schedule for clients, drafted by tourism professionals.
suggestive selling:
to increase amount of guest check by recommending items.
suite(s): combined
living space with kitchen facilities or bathroom section with attached parlour;
set of rooms in hotel, consisting of kitchen, sitting room, bedroom and/or
other rooms, intended for sole use of occupant.
sunset country: in superstructure: above
ground facilities.
supper:
late night meal or evening meal when supplier: one who
makes available goods to retailers.
supply: availability
of goods or services in economy.
support centre: department
or function which primarily provides specialized services to both facility
and its customers.
suspects: colloquial
term for unscreened “leads.”
sustainable development:
developing and maintaining resource so that it is not depleted.
sweetness/dryness:
residual sugar content of wine.
swing: work shift
from switch: manual or
electrical means of interrupting electrical circuit.
SWOT: in market research/situation
analysis, Strengths, Weaknesses, Opportunities, Threats.
symbolic image: relationship
between one’s self-concept and destination’s image.
symposium: meeting
of number of experts in particular field.
székesárdivórós:
Hungarian semi-sweet red wine.
T&T
included:
taxes and tips included.
T/U/V/-shape: arrangement
of furniture in meeting halls that resembles one of these letters.
TA: travel agent.
tab: bill in restaurant.
table d’hóte:
arrangement in which price of entrée includes complete meal.
table lectern: small
slanted reading desk placed on table.
table services: restaurant
service in which customers are seated at a table where they are served
by waitstaff.
table
tents: promotional
materials, displayed in small plastic stands or designed to stand alone
on table.
tachometer: device
for measuring revolutions per minute of shaft.
tactics: means of
implementing management or other programs.
tangibles: features
of a product or facility which can be expressed by units of size, space
time.
tannin: compound found
in grape skins, stems and casks; contributes to astringency.
tap: to tap beer keg.
target audience/market:
market segments identified as having greatest potential and towards which
marketing activities are aimed.
tariffs: published
fares and rules of suppliers.
tarragon: strong herb
used to flavour many types of food.
tartar sauce: seafood
sauce made of mayonnaise and pickle relish.
tartaric acid: essential
acid in grapes and wine; contributes to tang, quality and finish.
tavern: old-fashioned
term still in use for an establishment that serves drinks.
taverns:
establishments that serve some food but specialize in alcoholic beverages.
taxicab: motor vehicle,
with driver, for hire, used for carrying customers and goods.
taxicab stand: appointed
location where only taxicabs are permitted to park while waiting for trips.
TC: Tourism teachable moments:
unexpected events that occur during program which may be incorporated for
benefit of participants.
tear-down time: knock-down
time.
TEC: Tourism Education
Council.
telautograph:
proprietary piece of communication equipment that transcribes written messages.
teleconference: type
of conference or meeting which brings people together through different
media.
telemarketing: selling
products or services over the telephone.
ten-digit area: telephone
service for large urban areas where 10 digits are required for local calls,
instead of usual 7. (see WATS).
tension terminal:
on ski-lift, station with tensioning system.
terminal:
station at top or bottom of ski-lift; origin/destination point of transit
system route.
terrine: mixture of
pureed or seafood meat and spices baked in form.
test marketing: means
of evaluating a new or expanded product by “field testing” with a representative
sample.
THAA: Tourist House
Association of theft of services:
one who orders and accepts service but evades payment, e.g., dine-and-dash;
skipper.
theme event: event
designed so that food, decorations and entertainment all relate to one
central idea, for example special holiday, commemorating person’s birth
or marking religious observance. (See caterer, foodie).
theme park: based
on particular setting or artistic interpretation and operated with hundreds
or thousands of acres of parkland and hundreds of employees.
through passenger:
passenger schedules to continue journey on same vehicle.
throw-away: item in
land portion of tour rarely used, but included in tour package to qualify
passenger for tour-based fare.
thyme:
aromatic herb used to flavour chicken.
TIAA: Travel Industry
Association of America, also TIA.
TIAC: Tourism Industry
Standards Association of TIANB: Tourism Industry
Association of TIANS: Tourism Industry
Association of TIAPEI: Tourism Industry
Association of ticket stock: blank
airline tickets used to book passage on any airline that is a member of
IATA.
tickler (trace) system:
procedure for bringing up files or other records at a particular time for
specific action.
tidy-up: room needing
minimal cleaning (re-check).
tie-down meeting:
a formal meeting between buyer and seller where all details are confirmed.
time
line: time
frame specifying order in which tasks are to be accomplished.
time share (time sharing):
various forms of internal ownership where a specific number of participants
purchase accommodations and divide the usage for a specified number of
weeks per year.
time stamp: clock
mechanism that prints date and time when activated.
tip: portion of total
bill before taxes (nominally 15%) paid by restaurant patron to waitstaff;
or nominal monetary token of appreciation to hotel porters or other service
personnel. (see gratuities)
TIPS: Training for
Intervention Procedures by Servers.
TISCC: Tourism Industry
Standards and Certification Committee.
to-date: designates
cumulative amount, sum of all figures in current figures in current period.
TO: Tourism Office,
Tourism Organization.
token: small gesture
of appreciation; tip; gratuity; also small coin sold by transit systems
to riders, valid as fare on all vehicles,; but intended to facilitate entry
into subway through specially rigged turnstiles.
tone: variation in colour.
total
yearly expenses:
record of all costs for year.
tour: pre-arranged
travel package which includes transportation to and from one or more destinations.
tour and travel account
executive: sales and marketing staff executive who calls on travel
agents so as to develop leisure markets.
tour leader/escort/conductor:
widely used to describe anyone who is responsible for leading group.
tour operator/packager/broker/wholesaler:
creates, promotes and develops tours.
tour-based fares:
reduced, round-trip fare under special conditions.
tourism: travel for
recreation or promotion and arrangement of such travel.
tourism offices (Tos):
organizations in charge of developing and implicating tourism programs
for individual areas, also referred to as destination market organizations.
tourists:
people who travel 100 miles or more and who stay at least one night away
from home.
tourist class: non-US
designation for limited service hotels, usually lacking private bath.
tourist resorts: establishments
attracting and accommodating tourists.
tournedos: portion
of meat or seafood tenderloin between 2-4 oz.
tower: on ski-lift,
support structure for haul rope between terminals (also
called gantry)
tower head: on ski-lift,
cross-member of tower that supports sheave assemblies.
tower section: portion
of upscale property reserved for VIPs, usually on the top floors.
trade advertising contract:
exchange of hotel accommodations for advertising.
trade publications:
special interest magazines, newsletters, journals, directed to specific
professions.
trade show: exhibition
by manufacturers to introduce new products or services to other manufacturers.
trademark: name given
to product or business.
traffic
sheet: departmental
control form used by telephone department.
trail report: report
on skiing conditions.
training certificates:
training certificates provide proof that training regime was undertaken,
however, there is no form of assessment.
transcript ruler:
headings of transcript sheet attached to straight edge and used as column
guide at bottom of long transcript sheet.
transfer: accounting
technique used to move figure from one form to another, usually between
folios; also receipt for paid fare issued to users of public transit systems
allowing continuous travel between intersecting routes; also porterage.
transfer folio: special
unnumbered folio used to carry guest’s account beyond first week.
transfer from: debit
portion of transfer between accounts and ledgers.
transfer to: credit
portion of transfer between accounts.
transient: short-term
guest; any person who passes through, but does not live in a specific location.
transient
base: number
of hotel rooms left available specifically for short-term/notice guests
such as walk-ins or transients.
transient hotel: accommodations
that provide basic amenities only.
transit advertising:
advertisement found in public transit.
transposition: transcription
error caused by reordering sequence of digits, as when 389 is written 398.
Rule of thumb is that difference is always divisible by 9.
travel agent (TA):
entrepreneur who books space and facilities for clients in hotels and public
carriers, and receives commission, usually 10 per cent.
travel generator:
see demand generator.
travel incentive:
incentive travel operator.
travel industry: components
of the hospitality field to do with transportation.
travel tourism deficit:
low revenues in the industry caused by lack of activity.
tray
service: fee
charged to American plan guests for room service.
tree stand: device
which attaches to tree and allows hunter to position.
trip: journey from
origin to destination.
trip sheet: in taxicab,
written record of details on each trip; e.g. pick-up location, destination,
fare charged, meter reading.
triple room: room
for three people.
trolley: term used
for wagon of guerdion used for dining room
service; also word for streetcar.
trophy: animal with
distinctive features.
truffles: fungus,
similar to mushrooms growing underground.
TTC: TTRA: Travel and Tourism
Research Association.
tube: American/Canadian
slang for television; also British slang for subway.
tucks: on ski-lift,
places where opposing strands are crossed or laid together in splice.
tulip: style of glass
used for serving champagne.
tumbler:
term used for flat bottomed large glass.
tuning out: feigning
attentive listening to another, while thinking about other things; ignoring
someone or something completely.
turn away: to refuse
walk-in business because rooms are unavailable; guest so refused; guest
who can not be accommodated due to full occupancy; usually referred to
another hotel.
turn-down-service:
in hotels with concierge floors, an extra service where the bed clothes
are turned down, room freshened, snacks served and sometimes a “night cap”
furnished upon request.
turn-downs: evening
service rendered by housekeeping department, which replaces soiled bathroom
linen and prepares bed for use.
turn-in deposit: sum
deposit with general cashier at close of each shift.
turn-key: facility
so complete that it is ready with turn of key.
turnaround: rapid
arranging or rearranging of facility for next customer.
turnover: number of
people served in one meal period divided by the number of available seats;
also, number of times a new employee must be hired to do the same job.
turnover
rate: calculated
by dividing number of workers replaced in given time period by average
number of employees needed to run business.
turnstile: gate regulating
entry to controlled access areas; consisting of metal arm barring access,
unless activated by pass mechanism, such as coin, key or access card; similar
gate not requiring activated access, that merely counts those passing through
for statistics (see crowd control).
TWA: Trans World Airlines
twin: bed approximately
39 inches by 75 inches to sleep one person, room with two such beds.
twin: room for two
people with two separate beds.
twin double: two double
beds, room with two such beds capable of accommodating four persons.
twins: two twin beds.
twist: piece of lemon
rind used to garnish and flavour drinks.
U-bahn:
German for subway.
UBOA: United Bus Owners
of UFTAA: Universal Federation
of Travel Agents Associations.
U/S: unserviceable.
underdeparted:
number of rooms available is less than forecasted.
underground: British
word for what Canadians call subway.
underliner:
paper or linen napkin, placed between serving plate and bowl or dinner
plate.
understay
(or unexpected check-out):
guest who checks out before expiration of anticipated stay.
uniform: company regulation
clothing available in one style only worn as regular attire for work.
union shop: company
whose employees are unionized.
unknown guest (to be checked):
unidentified guest in a room that appears vacant in room rack.
unripened
cheese:unaged
cheese used fresh.
unskilled work: requires
little or no aptitude.
up sell: convince
arriving guest to take higher priced room than was planned or reserved
(see downgrade, upgrade).
upscale: facility
or services catering to wealth.
user friendly: computer
design, application, and implementation that minimizes user’s fears, encouraging
purchase and use of equipment.
USP: Unique Selling
Proposition; also Unique Servicing Proposition.
USTC: United States
Tourist Council.
USTOA: United States
Tour Operators Association.
USTTA: United States
Travel and Tourism Administration.
upgrade: move reservation
or registered guest to better accommodation or class of service.
vacant: check out
room; also room clean and available for next guest.
value season: positive
term for what was traditionally called off-season. (also
see shoulder season).
variable costs: expenses
which do change with amount of volume, business.
variety: grape type.
VAT: Value Added Tax.
VDQS:Vins
vacancy:
occupancy of less than full house so rooms are available for sale; room
available for sale.
veloute:
type of cream soup or sauce thickened with eggs and cream (see vichyssoise).
vendor: one who sells.
vermicelli: thin noodle
often used in soups.
vertical integration:
take-over of small local companies by larger more powerful company, offering
same types of services. (See horizontal
integration)
VFR: Visiting Friends
and Relatives.
VFW: Veterans of Foreign
Wars.
VIA (also known as VIA-rail):
National Passenger Railroad Service of Canada that operates on subsidies
all major passenger train service. (see Amtrak).
veined cheese: cheese
inoculated with mould.
video conference:
teleconference allowing parties distant from one another to see each other’s
visual presentation and answer questions through demonstration.
vinaigrette: cold
dressing made from vinegar, oil and herbs.
vinification:
process of making wine from grapes.
vintage: harvest or
year that produced grapes for a particular wine.
VIP: very important
person; reservation or guest who warrants special attention and handling.
virgin: drink made
without alcohol.
vichyssoise: cold,
thick, creamy soup made from leeks and potatoes. (seeveloute)
vision statement:
declaration by company stating what it stands for and what its goals are
for the future.
vitamins: the substances,
necessary for life, that regulate the functioning of nerves and glands.
viticulture: science
and art of growing grapes.
vocational qualifications:
vocational qualifications do not provide exclusive right to practice or
use of reserved title.
voids: cancelled transaction
on point-of-sale system.
voucher: form used
by operating departments to notify front desk of charges incurred by particular
guest.
visibility: belief
that good supervision should be seen by employees; for example waling the
house.
wait list: listing
of tentative reservations for guests or customers who can not be handled
at a requested time, but who can be accommodated should space or facilities
become available.
waitstaff:
workers who serve food in restaurants.
wake-up calls: service
provided by hotels for clients who wish to be awakened by a telephone call
at their requested time.
walk (guest): to turn
away guests holding confirmed reservations due to lack of available rooms.
walk-in: guest without
reservation who requests and receives accommodations; one who registers
without reservation or any other advance notification.
walk-in refrigerator:
refrigerator large enough to walk into.
walk-on: passenger
without valid reservation.
walk-out: see dine-and-dash.
walk-through: thorough
examination of property by hotel executive, franchise inspector, prospective
buyer, etc.
walking the house:
periodic property inspection by management, or supervision; good for morale.
WATA: World Association
of Travel Agents.
watercress: crisp
green spicy leaves used to garnish foods.
WATS (wide area telephone
service): long-distance telephone lines provided at special rates even
wholesaled to large users, multiple lines may be purchased at multiple
charges, separate charges are levied for incoming and outgoing WATS lines
(ten-digit area).
well-brand: lesser-quality
product used to prepare drink orders at bar.
WES:
wage:
hourly rate of pay for work.
WFTGLA:
World Federation of Tourist Guide Lecturers Association.
whistle stop: brief
stop at a location, by train or bus.
wholesale: sale of
goods in large quantities at a discount.
wholesale show: trade
show at which products and services are sold to industry members; e.g.,
travel agents, tour operators.
wholesaler: one who
sells goods wholesale; also tour operator.
wine: beverage fermented
from grapes usually with an alcoholic content of about twelve to fourteen
percent.
wine capsule: plastic
or metal covering top of wine bottle and cork.
wine cooler: plastic
or metal container used to chill wine bottles at table; or type of alcoholic
beverage.
wine host: guest who
orders wine.
wine list: menu of
the wines served by a restaurant.
wine steward: employee
in a luxury restaurant who takes wine orders, describes the wines and often
serves them (sommelier).
word of mouth: referral.
work
and play groups:
colloquial term for organizations whose meetings are a mix of professional
and social activities.
working the room:
mixing with people at convention or other function for the purpose of securing
leads and information.
workshop: see clinic.
wort:
in beer-making, remaining liquid after mash is strained and filtered.
WTA: World Tourist
Association. Established in 1975 to promote international tourism.
WTIS: Wheel-Trans
Information Service.
WTO: World Tourism
Organization.
WTTC: World Travel
& Tourism Council.
yield:
amount of cooked food obtained from raw food.
yield management:
practice of analyzing past reservation patterns, room rates, cancellations,
and non-occupancy rates.
youth program: program
for persons who accompany meeting attendee and who don’t necessarily take
part in meeting.
YTEC:
Z-98
code: Canadian
Standards Association (CSA) code incorporating rules and regulations for
design and operation of ski-lifts.
zero-based budgeting:
system of “task basis” financial management based on projected revenues
and expenditures for a specified future time period.
zero-out: to balance
account as guest checks out and makes settlement.
zinfandel: sweet wine
similar to rose.
zone: designated tourism
marketing area.