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. la carte: meal choice from complete menu, regardless of price. la minute: made to order. 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. ABA: American Bus Association, association of motorcoach owner/operators. ABBA: American Bed and Breakfast Association. ABCIslands:Aruba, Bonaire, and Curao.

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.

accessibility: availability or approachability for all persons. 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.

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 Canada 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. ADA: Americans with Disabilities Act.

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 deposit: deposit furnished by a guest for a room reservation the hotel is holding. 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.

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 = Los Angeles; YYZ = Pearson, etc.) 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 Ontario east of Lake Superior. (Rainbow Country) 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. Alsace: wine growing region in northeast France that produces dry, fresh spicy wines. Primary grape varieties grown are Gewurtztraminer, Riesling and Muscat. Amadeus: computer system founded by Air France, Iberia, Lufthansa as SAS airlines. 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, Bermuda plan) AMEX (CO):AMericanEXpress Company. Amtrak: National Railroad Passenger Corporation; government-subsidized corporation that operates all major passenger train service in United States. (VIA rail) anemometer: wind speed indicator. angostura bitters: secret combination of herbs mixed in rum, made in Trinidad to spice drinks. 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 France. appetizer: small portion of hot or cold snack, a dish other than soup served before dinner to stimulate appetite.

appointment: authorization to sell suppliers 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 arbitrators decision. ARC: Airlines Reporting Corporation. archipelago: group of many islands. area code: in telephone systems of Canada and United States, any unique three-digit sequence used by customers to route calls to their proper destination. (WATS; ten-digit area; also international access/country/routing codes) area tour: tour that spends limited amount of time in several countries. aroma: scent associated with grape variety used to make wine. ARPA:Alberta Recreation & Parks Association. 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:AmericanSchool Food Service Association. 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 America. ATAC: Air Transport Association of Canada. ATARS: Automated Travel Agents Reservation System. ATBEC: Association of Tourist Boards of the Eastern Caribbean. ATC: Air Traffic Conference. ATEC:Alberta Tourism Education Council. Offers certification meeting industry standards for occupations in Albertas hospitality and tourism. 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 sauce made from natural juices of roasted meat or poultry. (broth, bchamel, hollandaise) 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 Europe and North America during post-war decade, 1945 - 1955. 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. Beaujolais: wine growing in district of southern Burgundy, France. bchamel: sauce made of milk, flour and butter commonly used in making crpes, 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:bellpersons desk located in lobby close to and visible form front desk. Bermuda Plan )BP): method of quoting room rates where charge includes full breakfast and room. (American/Modified American/European/ dine-around plans) barnaise: 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 clerks discretion in assigning rooms. blocking: supporting and stabilizing boat while its 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:Bermuda Plan 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 France. (Alsace). 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:British Virgin Islands. 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. caf latt/caf au lait: hot drink made with espresso coffee and steamed milk. CAIC:Caribbean Association of Industry and Commerce. 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:bellpersons record of calls and activities. calories: the units of heat used to measure the energy producing value of food. canap: appetizer prepared on bread, toast or crackers. cancellation: guests 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. (Caf latte/caf 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: persons progress in chosen occupation or industry. Carib: Member of Indian people of Northeastern South America. 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. cashiers 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:Caribbean Hotel Association. 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: wine district in northeastern France. Also sparkling wine made in district. (Alsace; Burgundy). 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:Caribbean Hotel Association Reservation and Management System. 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 dtage: 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 taxicabs 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 America. 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 Cognac region of France; cognac is type of brandy, but not all brandies are cognac. 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 guests company. competitor analysis: evaluation of events competition to identify opportunities and unique selling points. concession: operation run independently within hotel property; right to do business for a fee on someone elses premises. concierge: European position occasionally found in Canadian hotels, responsible for handling guests needs; answers questions, solves problems, and performs services of private secretary for hotels 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: hotels 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 dont 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 Georgian Bay, and lands stretching eastward from there to Quebec border; easily accessible locations for summer residences. Proper names encompassed by this appellative include Muskoka, Haliburton, Kawarthas (referring to region of Kawartha lakes).

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 Canada and United States, second sequence of digits dialed by customers that routes overseas calls to proper country. (area/routing/international access codes) 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 Publishing Company. CPRA: Canadian Parks & Recreation Association. CPU: Central Processing Unit. CQHRT:Conseilqubecois 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 United States. crpe: 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 North America. 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 entre 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 Institute of Certified Travel Agents to those travel professionals with five years or more industry experience and who have completed two-year, graduate-level travel management program. 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 America. CTRHT:Conseilqubcois des ressourceshumaines en tourisme. 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 days 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 nights 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, guests trip. destination image modification: process by which tourists 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 Canada planned exclusively for client by travel agent. 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 United States and Canada, a room to accommodate four adults. 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. clair: cream-filled baked pastry, topped with icing or chocolate. (crpe). 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 (European Economic Community). EDS: Electronic Data System. educational trips: trip to acquaint travel industry representatives. EEC:European Economic Community. EEOC: Equal Employment Opportunity Commission. 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 Canada and United States that offer persons of 60 and over programs of educational courses and adventures.

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. entre: 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, caf latte/caf 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 Europe. 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. exhibitors 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 ones face to reveal feelings about messages. facilitator: one who organizes.

fair share: comparison of number of rooms available. fair share variance: measurement of an operations 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-ownedoperated 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; listeners reaction to speakers verbal and nonverbal communication. feeder cities: area outside propertys 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 clerks attention to particular in room rack. flag of convenience: ship of one nation registered under another nations flag. flamb: 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. flte: tall, thin bottle used in Alsace and Germany. Also refers to tall, thin champagne glass. fly-by-night: disreputable business, frequently relocating after completely exhausting local markets 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 days 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. frapp: 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 Europe to indicate hotel accommodations that include three meals daily. 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 days 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 word for glaze. gluten: wheat flour protein. gnocchi: Italian dumplings made from grated potatoes. GO transit: Government of Ontario transit. Provincially funded inter-city system of commuter trains and buses connecting Toronto with surrounding areas. goal: objective organization wishes to achieve through actions; where you want to end up.

goblet: large footed glass. Gold Book:Caribbean Travel Directory published twice annually by CHA and CPC. golden horseshoe: common name given to prosperous and affluent heavily urbanized and industrialized northwest shore of LakeOntario, spanning from Niagara Falls to Toronto, appearing on map as near-complete circle resembling shape of horseshoe. 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 midnight. gravy: sauce made from pan drippings, roux, stock or water. greater Antilles: arc-like area of islands in Caribbean includes Cuba, Jamaica, Puerto Rico, Hispaniola. 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 guests 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 Canada. 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: resorts 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 companys long distance hotel network. hollandaise: sauce made of egg whites (bchamel, au jus). Hollywood bed: twin beds joined by common headboard. Hollywood length: extra-long bed about 80 inches instead of usual 75. 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 doeuvres: 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. htelier: 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. housekeepers 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 of wine. 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 Geneva, it provides communication and stabilization for international aviation community. 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 who is in foreign country enroute to destination. inbound operators: agencies that specialize in providing tour packages to international travellers visiting United States. 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 hotels 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 Europe to designate American plan. inclusive tour: all tour components in one price. incruiting: hiring from within ones 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 for leisure as opposed to business. 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 Vancouver, and then train trip to Prince George. internal promotion: the practice of hiring and promoting from within ones own company or organization. international access code: in telephone systems of Canada and United States, initial sequence of digits dialed by customer when calling overseas. (area/routing/country codes). international account executive: sales/marketing staff specializing in the development of booking business from sources located outside the country. international tour:motorcoach tour that ties in with other forms of transportation, such as airline service or cruise line transportation. international traveller: person in Canada who is cleared through customs and immigration. 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 Soviet Union, responsible for booking tours, setting rates and creating packages. 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 Tours Association. 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 Union of Official Travel Organizations.

James Bay Frontier: lands in Ontario bordering on James Bay and Hudsons Bay, reaching as far south as Sudbury. 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 Ontario. Government agency that regulates availability, price, and proof of alcoholic beverages sold in Ontario. 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: housekeepers 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 Ontario. Government agency that grants licenses permitting under controlled conditions, sale of alcoholic beverages inOntario. (LCBO). 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 housekeepers 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. maids report: status-of-rooms report prepared by floor housekeeper and consolidated by linen room to create housekeepers 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 dhote. 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 owners money. management hierarchy: where different jobs are connected through a chain of command from greatest to smallest area of responsibility. manager: administrative lead. managers check: officers 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 hotels 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