Glossary

Refers to product, place, promotion, pricing, people, programming, partnership, and physical evidence.

Outdoor activities with an element of risk, usually somewhat physically challenging and undertaken in natural, undeveloped areas.

Outdoor activities with an element of risk, usually somewhat physically challenging and undertaken in natural, undeveloped areas.

Print content (sometimes appearing online) that is a combination of an editorial feature and paid advertising.

Print content (sometimes appearing online) that is a combination of an editorial feature and paid advertising.

Tourism experiences that highlight rural destinations and prominently feature agricultural operations

Tourism experiences that highlight rural destinations and prominently feature agricultural operations

Money earned on non-essential components of the transportation experience including headsets, blankets, and meals.

Money earned on non-essential components of the transportation experience including headsets, blankets, and meals.

The action of taking something for one's own use, typically without the owner's permission.

The action of taking something for one's own use, typically without the owner's permission.

Museums that collect historical and modern works of art for the educational purposes and to preserve them for future generations.

Museums that collect historical and modern works of art for the educational purposes and to preserve them for future generations.

Museums that collect historical and modern works of art for educational purposes and to preserve them for future generations.

A forum that brings together countries from the Asia Pacific region (including Canada), and which has a Tourism Working Group that looks at policy development in a tourism context.

Items of value owned by a business to be used in the production and service of the experience.

Items of value owned by a business to be used in the production and service of the experience.

Canada's only internationally recognized guiding association, offering a range of certifications.

A trade organization established in 1977 to ensure high standards of customer service, engage in advocacy for the trade, conduct research, and facilitate travel agent training.

Protects Indigenous artists by identifying three tiers of artwork based on the degree to which Indigenous people have participated in their creation; a tool to combat cultural appropriation.

A hot topic in tourism that started with MacCannell in 1976 and continues to today; discussion of the extent to which experiences are staged for visitors.

A hot topic in tourism that started with MacCannell in 1976 and continues to today; discussion of the extent to which experiences are staged for visitors.

A not-for-profit society that provides public avalanche forecasts and education for back country travellers venturing into avalanche terrain, dedicated to a vision of eliminating avalanche injuries and fatalities in Canada.

Total sales divided by number of guests served.

Total sales divided by number of guests served.

Average guest room income per occupied room in a given time period.

Average guest room income per occupied room in a given time period.

Food production areas not accessible to guests and not generally visible; also known as heart of house

Food production areas not accessible to guests and not generally visible; also known as heart of house

Created to help support hospitality professionals in their time of need; now also a provider of scholarships for students in hospitality management and culinary programs.

The trade association for BC's hotel industry, which hosts an annual industry trade show and seminar series, and publishes InnFocus magazine for professionals.

Represents the interests of independently owned campgrounds and lodges in BC.

The agency responsible for management of provincial parks in British Columbia.

Representing the interests of more than 3000 of the province's foodservice operators in matters including wages, benefits, and liquor licenses, and other relevant matters.

Beverages sold in liquor-licensed operations; this usually only includes alcohol, but in unlicensed operations, it includes coffee, tea milk, juices, and soft drinks.

Beverages sold in liquor-licensed operations; this usually only includes alcohol, but in unlicensed operations, it includes coffee, tea milk, juices, and soft drinks.

Canada’s approach to open skies agreements that govern which countries’ airlines are allowed to fly to, and from, Canadian destinations.

A garden that displays native and/or non-native plants and trees, often running educational programming.

A garden that displays native and/or non-native plants and trees, often running educational programming.

Failure of a defendant to work to the recognized standard.

Failure of a defendant to work to the recognized standard.

An acronym for the growing economies of Brazil, Russia, India, and China.

The acronym for the BRIC countries with the addition of South Africa.

A strategic alliance representing 58 regional and destination golf resorts in BC with the goal of having BC achieve recognition nationally and internationally as a leading golf destination.

The first recognized provincial government organization responsible for the tourism marketing of British Columbia.

An organization offering marketing opportunities and development support for BC's guest ranch operators.

The crown corporation responsible for operating casinos, lotteries, bingo halls, and online gaming in the province of BC.

An organization offering snowmobile patrol services, lessons on operations, and advocating for the maintenance of riding areas in BC.

An advocacy group for the meetings and events industry in Canada.

Represents campground managers and brings together additional stakeholders including the Recreation Vehicle Dealers Association of BC and the Freshwater Fisheries Society.

Founded in 1966 and headquartered in Kelowna, BC, CWSAA represents ski areas and industry suppliers and provides government and media relations as well as safety and risk management expertise to its membership.

A partnership between Destination BC and Travel Alberta, showcasing BC travel products in a business-to-business sales environment.

A partnership between Destination BC and Travel Alberta, showcasing BC travel products in a business-to-business sales environment.

A membership-based organization that serves as the voice of the tour operator segment and engages in professional development and networking in the sector.

A national railway company widely regarded as establishing tourism in Canada and BC in the late 1800s and early 1900s.

Founded in British Columbia, an organization that runs a training institute for professional guides, and a separate non-profit organization representing CSGA guide and operating members.

Created in 2000, an industry organization funded by the CTC, now Destination Canada, to increase Canadian capacity to attract and host sport tourism events.

The previous (old) name for Destination Canada.

The ability of a person to enter into a legal agreement; depends on the age and mental state of the person (among other factors).

The ability of a person to enter into a legal agreement; depends on the age and mental state of the person (among other factors).

Consumers with limited selection or choice of food or beverage provider given their occupation or location.

Consumers with limited selection or choice of food or beverage provider given their occupation or location.

A market-based system that provides options for organizations to invest in green initiatives to offset their own carbon emissions.

A market-based system that provides options for organizations to invest in green initiatives to offset their own carbon emissions.

A series of deliberate steps with outcomes to help individuals achieve their short- and long-term career goals.

A series of deliberate steps with outcomes to help individuals achieve their short- and long-term career goals.

The maximum number of a given species that can be sustained in a specific habitat or biosphere without negative impacts.

The maximum number of a given species that can be sustained in a specific habitat or biosphere without negative impacts.

A strong link between the actions of the defendant and the injury to the plaintiff.

A strong link between the actions of the defendant and the injury to the plaintiff.

A special program offered by a college/university in which students alternate work and study, usually spending a number of weeks in full-time study and a number in full-time employment away from the campus.

A special program offered by a college/university in which students alternate work and study, usually spending a number of weeks in full-time study and a number in full-time employment away from the campus.

Also known as the sharing economy, a blend of economy, technology, and social movement where access to goods and skills is more important than ownership (e.g., Airbnb).

Also known as the sharing economy, a blend of economy, technology, and social movement where access to goods and skills is more important than ownership (e.g., Airbnb).

Promoters of best practices in sustainable viewing, training, and certification for guides, and advocating for land use practices.

Operations whose primary business is food and beverage.

Operations whose primary business is food and beverage.

The most common type of liability insurance that provides coverage for litigation; generally legal costs and personal injury settlements arising from a lawsuit are covered.

The most common type of liability insurance that provides coverage for litigation; generally legal costs and personal injury settlements arising from a lawsuit are covered.

A DMO that represents a city or town.

A DMO that represents a city or town.

Small-scale gaming establishments, typically in the form of bingo halls.

Small-scale gaming establishments, typically in the form of bingo halls.

A marketing term used to identify a group of hotels that include all competitors that a hotel’s guests are likely to go to consider an alternative to the company (minimum of three).

A marketing term used to identify a group of hotels that include all competitors that a hotel’s guests are likely to go to consider an alternative to the company (minimum of three).

Business events that have specific themes and are held for smaller groups than conventions.

Business events that have specific themes and are held for smaller groups than conventions.

The practice of being able to identify and handle conflicts sensibly, fairly, and efficiently.

The practice of being able to identify and handle conflicts sensibly, fairly, and efficiently.

Refers to consumers using their purchasing power to shape the world according to their values and beliefs.

Refers to consumers using their purchasing power to shape the world according to their values and beliefs.

The value exchanged between parties in the contract (money, services, or waiving legal rights).

The value exchanged between parties in the contract (money, services, or waiving legal rights).

Business events that generally have very large attendance, are held annually in different locations each year, and usually require a bidding process.

Business events that generally have very large attendance, are held annually in different locations each year, and usually require a bidding process.

All the costs associated with making a room ready for a guest (linens, cleaning costs, guest amenities).

All the costs associated with making a room ready for a guest (linens, cleaning costs, guest amenities).

When a menu is created to make multiple uses of a small number of staple pantry ingredients, helping to keep food costs down.

When a menu is created to make multiple uses of a small number of staple pantry ingredients, helping to keep food costs down.

Land owned and managed by either the provincial or federal governments.

Rights given to commercial organizations to operate on Crown land.

A multi-stakeholder organization responsible for the development and marketing of British Columbia as a cruise destination.

The world’s largest cruise industry trade association with representation in North and South America, Europe, Asia and Australasia.

Tourism experiences where the key focus is local and regional food and drink, often highlighting the heritage of products involved and techniques associated with their production.

Tourism experiences where the key focus is local and regional food and drink, often highlighting the heritage of products involved and techniques associated with their production.

The drive toward putting a monetary value on aspects of a culture.

The drive toward putting a monetary value on aspects of a culture.

When tourists travel to a specific destination in order to participate in a cultural or heritage-related event.

When tourists travel to a specific destination in order to participate in a cultural or heritage-related event.

A view of customer relationships that looks at long-term cycle of customer interactions, rather than at single transactions.

A view of customer relationships that looks at long-term cycle of customer interactions, rather than at single transactions.

Gaps between what customers have and what they would like to have.

Gaps between what customers have and what they would like to have.

Positioning a business or organization so that customer interests and value are the highest priority.

Positioning a business or organization so that customer interests and value are the highest priority.

A strategy used by businesses to select customers and to maintain relationships with them to increase their lifetime value to the business.

A strategy used by businesses to select customers and to maintain relationships with them to increase their lifetime value to the business.

Needs of which customers are aware.

Needs of which customers are aware.

A 2007 statement that set forth the minimum standards for the survival, dignity, and well-being of the indigenous peoples of the world.

The provincial destination marketing organization (DMO) responsible for tourism marketing and development in BC, formerly known as Tourism BC.

Destination Canada, is a Crown corporation previously known as the Canadian Tourism Commission (CTC). Destination Canada is responsible for promoting Canada in both domestic and foreign markets. Destination Canada also works with private companies, travel services providers, meeting professionals, and government organizations to help leverage Canada’s tourism brand and provide the industry with valuable visitor data.

A company that creates and executes corporate travel and event packages designed for employee rewards or special retreats.

A company that creates and executes corporate travel and event packages designed for employee rewards or special retreats.

Also known as a destination management organization; includes national tourism boards, state/provincial tourism offices, and community convention and visitor bureaus.

Also known as a destination management organization; includes national tourism boards, state/provincial tourism offices, and community convention and visitor bureaus.

Large-scale mountain resorts where the draw is the resort itself; usually the resort offers all services needed in a tourism destination.

Large-scale mountain resorts where the draw is the resort itself; usually the resort offers all services needed in a tourism destination.

The term commonly used in the industry for when a patron eats but does not pay for his or her meal.

The term commonly used in the industry for when a patron eats but does not pay for his or her meal.

What will occur directly as a result of changes to the climate such as extreme weather events.

What will occur directly as a result of changes to the climate such as extreme weather events.

A marketing and advocacy organization protecting the interests of divers, dive shops, guides, dive instructors, and diving destinations in BC.

A term used by some in the industry to describe the makeup of the industry in a positive way; acknowledging that tourism is a diverse compilation of a multitude of businesses, services, organizations, and communities.

A term used by some in the industry to describe the makeup of the industry in a positive way; acknowledging that tourism is a diverse compilation of a multitude of businesses, services, organizations, and communities.

a person travelling in their home country that creates their own itinerary and travel plans with out the aid of a travel agent or organization, this may include using the resources of online and bricks and motor supplier resources.

A person travelling in their home country who creates their own itinerary and travel plans without the aid of a travel agent or organization. This may include using the resources of online and brick-and-mortar suppliers.

The relationship between the plaintiff and defendant (monetary, supervisory, custodial or otherwise) that requires a responsibility on behalf of one party to care for the other.

The relationship between the plaintiff and defendant (monetary, supervisory, custodial or otherwise) that requires a responsibility on behalf of one party to care for the other.

Electronic commerce; performing business transactions online while collecting rich data about consumers.

Electronic commerce; performing business transactions online while collecting rich data about consumers.

A model that calculates the amount of natural resources needed to support society at its current standard of living.

A model that calculates the amount of natural resources needed to support society at its current standard of living.

Markets for BC that are monitored and explored by Destination BC --  China, India, and Mexico.

Markets for BC that are monitored and explored by Destination BC — China, India, and Mexico.

Defines legal requirements around employment such as minimum wage, breaks, meal times, vacation pay, statutory holidays, age of employment, and leave from work.

(As it relates to tourism) includes attending festivals, events, fairs, spectator sports, zoos, botanical gardens, historic sites, cultural venues, attractions, museums, and galleries.

(As it relates to tourism) includes attending festivals, events, fairs, spectator sports, zoos, botanical gardens, historic sites, cultural venues, attractions, museums, and galleries.

A voluntary system that establishes environmental standards and regulates adherence to reducing environmental impacts.

The provincial agency responsible for reviewing large projects occurring on Crown land in BC.

Policies and procedures designed to protect natural values while providing a framework for use.

Policies and procedures designed to protect natural values while providing a framework for use.

The practice of ensuring natural resources are conserved and used responsibly in a way that balances the needs of various groups.

The practice of ensuring natural resources are conserved and used responsibly in a way that balances the needs of various groups.

A term once used by non-Inuit people to describe Inuit people; no longer considered appropriate.

A restaurant based on the cuisine of a particular region or country, often reflecting the heritage of the head chef or owner.

A restaurant based on the cuisine of a particular region or country, often reflecting the heritage of the head chef or owner.

A happening at a given place and time, usually of some importance, celebrating or commemorating a special occasion; can include mega-events, special events, hallmark events, festivals, and local community events.

A happening at a given place and time, usually of some importance, celebrating or commemorating a special occasion; can include mega-events, special events, hallmark events, festivals, and local community events.

same-day visitors in a destination. Their trip typically ends on the same day when they leave the destination.

A same-day visitor to a destination. Their trip typically ends on the same day when they leave the destination.

Learning that takes place when a student directly participates in experiences designed for a learning purpose. Takes place both inside and outside of the classroom, and involves reflection as well as action.

Learning that takes place when a student directly participates in experiences designed for a learning purpose; takes place both inside and outside of the classroom; and involves reflection as well as action.

The highest level of market readiness, with sophisticated travel distribution trade channels, to attract out-of-town visitors and highly reliable service standards, particularly with groups.

The highest level of market readiness, with sophisticated travel distribution trade channels, to attract out-of-town visitors and highly reliable service standards, particularly with groups.

A risk control technique that avoids any exposure to that particular risk.

A risk control technique that avoids any exposure to that particular risk.

Something taken up in a finite, short amount of time. Can represent a valuable business opportunity, but investment can be risky.

Something taken up in a finite, short amount of time – can represent a valuable business opportunity, but investment can be risky.

Tours provided to overseas travel agents, travel agencies, RTOs, and others to provide information about a certain product at no or minimal cost to participants. The short form is pronounced like the start of the word "family" (not as each individual letter).

Tours provided to overseas travel agents, travel agencies, RTOs, and others to provide information about a certain product at no or minimal cost to participants — the short form is pronounced like the start of the word family (not as each individual letter).

A restaurant type that is typically open for all three meal periods, offering affordable prices and able to serve diverse tastes and accommodate large groups.

A restaurant type that is typically open for all three meal periods, offering affordable prices and able to serve diverse tastes and accommodate large groups.

Public event that features multiple activities in celebration of a culture, an anniversary or historical date, art form, or product (food, timber, etc.).

Public event that features multiple activities in celebration of a culture, an anniversary or historical date, art form, or product (food, timber, etc.).

Licensed food and beverage establishment characterized by high-end ingredients and preparations and highly trained service staff.

Licensed food and beverage establishment characterized by high-end ingredients and preparations and highly trained service staff.

One of the three recognized groups of Canada's Aboriginal peoples (along with Inuit and Métis).

One of the three recognized groups of Canada's Indigenous peoples (along with Inuit and Métis).

Land under Aboriginal title or that is managed by First Nations.

An Aboriginal tourism workshop focusing on hospitality service delivery and the special importance of the host, guest, and place relationship.

Type of operation primarily engaged in preparing meals, snacks, and beverages, to customer order, for immediate consumption on and off the premises.

Type of operation primarily engaged in preparing meals, snacks, and beverages, to customer order, for immediate consumption on and off the premises.

Price including freight charges of all food served to the guest for a price (does not include food and beverages given away, which are quality or promotion costs).

Price including freight charges of all food served to the guest for a price (does not include food and beverages given away, which are quality or promotion costs).

A licence required to operate a restaurant whose primary business is serving food (rather than alcohol).

A licence required to operate a restaurant whose primary business is serving food (rather than alcohol).

A term (often used by the person themselves) to describe a food and beverage enthusiast.

A term (often used by the person themselves) to describe a food and beverage enthusiast.

a person travelling outside their home country that creates their own itinerary and travel plans with out the aid of a travel agent or organization, this may include using the resources of online and bricks and motor supplier resources.

A person travelling outside their home country who creates their own itinerary and travel plans without the aid of a travel agent or organization. This may include using the resources of online and brick-and-mortar suppliers.

A financing model that developers use to finance hotel builds by selling units in one-eighth to one-quarter shares.

A financing model that developers use to finance hotel builds by selling units in one-eighth to one-quarter shares.

A phenomenon observed by some industry insiders whereby the tourism industry is unable to work together towards common marketing and lobbying (policy-setting) objectives.

A phenomenon observed by some industry insiders whereby the tourism industry is unable to work together towards common marketing and lobbying (policy-setting) objectives.

Enables individuals or investment companies to build or purchase a business and then buy or lease a brand name under which to operate; also can include reservation systems and marketing tools.

Enables individuals or investment companies to build or purchase a business and then buy or lease a brand name under which to operate; also can include reservation systems and marketing tools.

An individual or company buying or leasing a franchise.

An individual or company buying or leasing a franchise.

A company that sells franchises.

A company that sells franchises.

Public areas of the establishment. In quick service, it includes the ordering and product serving area.

Public areas of the establishment; in quick service it includes the ordering and product serving area.

Casual and fine dining restaurants where guests order food seated and pay after they have finished their meal.

Casual and fine dining restaurants where guests order food seated and pay after they have finished their meal.

A traveller who makes his or her own arrangements for accommodations, transportation, and tour components and is independent of a group.

A traveller who makes his or her own arrangements for accommodations, transportation, and tour components; is independent of a group.

The movement of goods, ideas, values, and people around the world.

The movement of goods, ideas, values, and people around the world.

The act of claiming a product is "green" or environmentally friendly solely for marketing and promotional purposes.

The act of claiming a product is "green" or environmentally friendly solely for marketing and promotional purposes.

Established in 1966 to promote and preserve the interests of guide outfitters, who take hunters out into wildlife habitat; publishers of Mountain Hunter magazine.

Online travel services platform of Destination BC providing information to the visitor and potential visitor for trip planning purposes.

Variable: a generic difference shared by all services.

Variable, a generic difference shared by all services.

Employment opportunities that aren't posted through traditional channels, but rather arise because of a person's connections and relationships.

Employment opportunities that aren't posted through traditional channels, but rather arise because of a person's connections and relationships.

Making the same, i.e., the effect of tourism helping to spread Western values, rendering one culture indistinguishable from the next.

Making the same, as in the effect of tourism helping to spread Western values, rendering one culture indistinguishable from the next.

The accommodations and food and beverage industry groupings.

The accommodations and food and beverage industry groupings.

The national trade organization advocating on behalf of over 8,500 hotels.

Requires hotel keepers to register guests appropriately, which includes noting the guest’s arrival and departure dates, home address, and type and licence number of any vehicle.

Allows an accommodation provider to place a lien on guest property for unpaid bills, limits the liability of the hotel keeper when guest property is stolen and/or damaged, and gives the provider authority to require guests to leave in the event of a disturbance.

A classification determined primarily by the size and location of the building structure, and then by the function, target markets, service-level, other amenities and industry standards.

A classification determined primarily by the size and location of the building structure, and then by the function, target markets, service-level, other amenities and industry standards.

A term to describe using a local-ownership approach in order for the wealth generated from tourism to stay in a destination.

A term to describe using a local-ownership approach in order for the wealth generated from tourism to stay in a destination.

An operator who packages products together to bring visitors from external markets to a destination.

An operator who packages products together to bring visitors from external markets to a destination.

A global management tool that uses an exceptional travel experience to motivate and/or recognize participants for increased levels of performance in support of organizational goals.

A global management tool that uses an exceptional travel experience to motivate and/or recognize participants for increased levels of performance in support of organizational goals.

A legal term in Canada, once used to describe Aboriginal people but now considered inappropriate.

Experiences that are offered in a manner that is appropriate, respectful, and true to the Indigenous culture being portrayed.

Indigenous tourism that incorporates Indigenous culture as a significant portion of the experience in a manner that is appropriate, respectful, and true (see Indigenous cultural experiences).

Groups specially protected in international or national legislation as having a set of specific rights based on their historical ties to a particular territory, and their cultural or historical distinctiveness from other populations. Indigenous peoples are recognized in the Canadian Constitution Act as comprising three groups: First Nations, Métis, and Inuit.

Tourism businesses that are majority owned and operated by First Nations, Métis, and Inuit.

the organization responsible for developing and marketing Indigenous tourism experiences in BC in a strategic way; marketing stakeholder members are over 51% owned and operated by First Nations, Métis, and Inuit

A consortium of over 20 Indigenous tourism industry organizations and government representatives from across Canada.

The organization responsible for developing and marketing Indigenous tourism experiences in B.C. in a strategic way. Marketing stakeholder members are over 51% owned and operated by First Nations, Métis, and Inuit.

What will occur indirectly as a result of climate change, including damages to infrastructure.

What will occur indirectly as a result of climate change, including damages to infrastructure.

individuals with a strong online presence and following who can use their knowledge, authority, and relationships with followers to share brand-aligned content and inspire travellers to visit or purchase

Individuals with a strong online presence and following who can use their knowledge, authority, and relationships with followers to share brand-aligned content and inspire travellers to visit destinations or purchase products.

A short appointment where you learn about an employer, or a specific role, from someone already established in the field.

A short appointment where you learn about an employer or a specific role from someone already established in the field.

Risk that is inherent to the activity and that cannot be removed.

Risk that is inherent to the activity and that cannot be removed.

Proof the plaintiff did in fact receive an injury resulting in damage; can be bodily injury or property damage.

Proof the plaintiff did in fact receive an injury resulting in damage; can be bodily injury or property damage.

In relation to goods and services. Services cannot be separated from the service provider as the production and consumption happens at the same time.

Untouchable, a characteristic shared by all services.

Untouchable: a characteristic shared by all services.

Planning and coordinating all the promotional mix elements and internet marketing so they are as consistent and as mutually supportive as possible.

Planning and coordinating all the promotional mix elements and internet marketing so they are as consistent and as mutually supportive as possible.

Assault, battery, trespass, false imprisonment, nuisance, and defamation.

Assault, battery, trespass, false imprisonment, nuisance, and defamation.

Online and mobile platforms.

Online and mobile platforms.

The trade association for the world’s airlines.

A specialized agency of the United Nations that creates global air policy and helps to develop industry capacity and safety.

Organization that supports professionals who produce and support celebrations for the benefit of their respective communities.

Short-term, supervised work experience in a student’s field of interest for which the student may earn academic credit.

Short-term, supervised work experience in a student’s field of interest for which the student may earn academic credit.

The influence of cultures, social classes, family, and opinion leaders on consumers.

The influence of cultures, social classes, family, and opinion leaders on consumers.

One of the three recognized groups of Canada's Indigenous peoples (along with First Nation and Métis), from the Arctic region of Canada.

A set of principles developed to guide appropriate Indigenous tourism development.

The BC government agency responsible for legislation and control of alcohol and cannabis sales, service, manufacture, import, and distribution in the province.

Defines the ways in which alcohol can be made, imported, purchased, and consumed in BC.

The BC government agency responsible for legislation and control of alcohol sales, service, manufacture, import, and distribution in the province.

The type of licence needed in BC to operate a business that is in the primary business of selling alcohol (most pubs, nightclubs and cabarets fall into this category).

The type of licence needed in BC to operate a business that is in the primary business of selling alcohol (most pubs, nightclubs and cabarets fall into this category).

A risk control technique that reduces the severity of the impact of the risk should it occur.

A risk control technique that reduces the severity of the impact of the risk should it occur.

An airline that competes on price, cutting amenities and striving for volume to achieve a profit.

An airline that competes on price, cutting amenities and striving for volume to achieve a profit.

Programs that identify and build databases of frequent customers to promote directly to them, and to reward and provide special services for those frequent customers.

Programs that identify and build databases of frequent customers to promote directly to them, and to reward and provide special services for those frequent customers.

A communal or sacred centre that serves a religious and social purpose in Polynesian societies.

A communal or sacred centre that serves a religious and social purpose in Polynesian societies.

Specific groups of people with a similar profile, allowing marketers to target their messaging.

Specific groups of people with a similar profile, allowing marketers to target their messaging.

A business that goes beyond visitor readiness to demonstrate strengths in customer service, marketing, pricing and payments policies, response times and reservations systems, and so on.

A business that goes beyond visitor readiness to demonstrate strengths in customer service, marketing, pricing and payments policies, response times and reservations systems, and so on.

A continuous, sequential process through which management plans, researches, implements, controls, and evaluates activities designed to satisfy the customers’ needs and wants, and its own organization’s objectives.

A continuous, sequential process through which management plans, researches, implements, controls, and evaluates activities designed to satisfy the customers’ needs and wants, and its own organization’s objectives.

The understanding that a company needs to engage with its markets in order to refine its products and services, and promotional efforts.

The understanding that a company needs to engage with its markets in order to refine its products and services, and promotional efforts.

The use of channels that reach very large markets.

The use of channels that reach very large markets.

A membership-based professional development organization for meeting meeting and event planners.

All special events with programming aimed at a business audience.

All special events with programming aimed at a business audience.

One of the three recognized groups of Canada's Indigenous peoples (along with First Nation and Inuit), meaning "to mix."

The provincial ministry responsible for the environment in BC.

The provincial ministry responsible for the environment in BC.

An acronym for the countries of Mexico, Indonesia, Nigeria, and Turkey.

When a customer’s interaction with a front line employee makes a critical difference in their perception of that company or destination.

When a customer’s interaction with a front line employee makes a critical difference in their perception of that company or destination.

A farming practice that depletes the soil and encourages the use of pesticides and fertilizers for increased production.

A farming practice that depletes the soil and encourages the use of pesticides and fertilizers for increased production.

A term popular in the last century, combining the words "motor hotel"; typically designed to provide ample parking and easy access to rooms from the parking lot.

A term popular in the last century, combining the words "motor hotel"; typically designed to provide ample parking and easy access to rooms from the parking lot.

The 1994 policy that saw transfer of 150 airports from federal control to communities and other local agencies, essentially deregulating the industry.

Tourism activities where the motivator is immersion in the natural environment; the focus is often on wildlife and wilderness area.

Tourism activities where the motivator is immersion in the natural environment; the focus is often on wildlife and wilderness area.

Markets for BC, identified by Destination BC as BC, Alberta, and Washington State, characterized by high volume and strong repeat visitation.

Markets for BC, identified by Destination BC as BC, Alberta, and Washington State, characterized by high volume and strong repeat visitation.

Failing to meet a reasonable standard of care toward others despite being required to do so.

Failing to meet a reasonable standard of care toward others despite being required to do so.

A metric designed to monitor customer engagement, reflecting the likelihood that travellers will recommend a destination to friends, family, or colleagues.

A metric designed to monitor customer engagement, reflecting the likelihood that travellers will recommend a destination to friends, family, or colleagues.

Creating relationships within a sector for the purpose of enhancing and developing one’s professional identity.

Creating relationships within a sector for the purpose of enhancing and developing one’s professional identity.

A term for the countries Bangladesh, Egypt, Indonesia, Iran, Mexico, Nigeria, Pakistan, the Philippines, South Korea, Turkey, and Vietnam.

Establishments where food is served, but where the primary business is not food and beverage service.

Establishments where food is served, but where the primary business is not food and beverage service.

A term used to describe First people in the United States, still used today.

A way to group tourism activities based on similarities in business practices, primarily used for statistical analysis.

Percentage of all guest rooms in the hotel that are occupied at a given time.

Percentage of all guest rooms in the hotel that are occupied at a given time.

Specifies responsibilities for those that occupy a premise such as a house, building, resort, or property to others on their property.

Any vehicle designed to travel off of paved roads and on to trails and gravel roads, such as an ATV (all-terrain vehicle) or Jeep.

Any vehicle designed to travel off of paved roads and on to trails and gravel roads, such as an ATV (all-terrain vehicle) or Jeep.

A service that allows the traveller to research, plan, and purchase travel without the assistance of a person, using the internet on sites such as Expedia.ca or Hotels.com.

A service that allows the traveller to research, plan, and purchase travel without the assistance of a person, using the internet on sites such as Expedia.ca or Hotels.com.

A set of policies that enable commercial airlines to fly in and out of other countries.

A set of policies that enable commercial airlines to fly in and out of other countries.

Generally includes reusable items including cutlery, glassware, china, and linen in full-service restaurants.

Generally includes reusable items including cutlery, glassware, china, and linen in full-service restaurants.

An organization of 31 member countries who gather to discuss a range of policy issues, with a special committee dedicated to tourism.

Ways of acting, values, and beliefs shared within an organization.

Ways of acting, values, and beliefs shared within an organization.

Channels in four major categories: billboards, transit, alternative outdoor, and street furniture.

Channels in four major categories: billboards, transit, alternative outdoor, and street furniture.

An operator who packages and sells travel products to people within a destination who want to travel abroad.

An operator who packages and sells travel products to people within a destination who want to travel abroad.

Recreational activities occurring outside; generally in undeveloped area.

Recreational activities occurring outside; generally in undeveloped area.

A not-for-profit organization that promotes the benefits of outdoor recreation, represents the community to government and the general public, advocates and educates about responsible land use, provides a forum for exchanging information, and connects different outdoor recreation groups.

The federal agency responsible for management of national parks, historic sites, and marine conservation areas.

A way of measuring how efficiently a transportation company uses their vehicles on any given day, calculated for a single flight by dividing the number of passengers by the number of seats.

A way of measuring how efficiently a transportation company uses their vehicles on any given day, calculated for a single flight by dividing the number of passengers by the number of seats.

A guest who is satisfied (won't complain, but won't celebrate the business either).

A guest who is satisfied (won't complain, but won't celebrate the business either).

An acronym for political, economic, environmental, social, and technological forces.

The perception of the risk level of the practice, activity, or event; varies greatly from person to person.

Something that is only good for a short period of time, a characteristic shared by all services.

Something that is only good for a short period of time, a characteristic shared by all services.

Describe what you are like aa a person/employee, such as your attitude, personality type, and so on.

Descriptions of what someone is like as a person/employee, such as their attitude, personality type, and so on.

The needs, wants, motivations, previous experiences, and objectives of consumers that they bring into the decision-making process.

The needs, wants, motivations, previous experiences, and objectives of consumers that they bring into the decision-making process.

An acronym for political, economic, social, technological, legal and environmental forces.

Temporary restaurants with a known expiry date hosted in an unusual location, which tend to be helmed by a well-known or up-and-coming chef and use word-of-mouth in their promotions.

Temporary restaurants with a known expiry date hosted in an unusual location, which tend to be helmed by a well-known or up-and-coming chef and use word-of-mouth in their promotions.

Practical experiences outside the classroom, supported by professionals in a workplace environment.

Practical experiences outside the classroom, supported by professionals in a workplace environment.

An acronym that helps marketers remember the need to plan, research, implement, control, and evaluate the components of their marketing plan.

Food, beverage, and labour costs for an F&B operation.

Food, beverage, and labour costs for an F&B operation.

Newspapers, magazines, journals, and directories.

Newspapers, magazines, journals, and directories.

Any land where private property rights apply in BC.

Any land where private property rights apply in BC.

The amount left when expenses (including corporate income tax) are subtracted from sales revenue.

The amount left when expenses (including corporate income tax) are subtracted from sales revenue.

psychological characteristics, such as an individuals attitudes, beliefs, values, motivations, and behaviours

Psychological characteristics, such as an individuals attitudes, beliefs, values, motivations, and behaviours.

Art galleries that do not generally collect or conserve works of art; rather, they focus on exhibitions of contemporary works as well as programs of lectures, publications and other events.

An art gallery that does not generally collect or conserve works of art. Rather, it focuses on exhibitions of contemporary works, as well as programs of lectures, publications, and other events.

An establishment where guests pay before they eat; includes counter service, take-out, and delivery.

An establishment where guests pay before they eat; includes counter service, take-out, and delivery.

A 1985 Act to ensure the safe operation of railways in Canada.

The actual risk of the practice, activity, or event; generally determined by statistical evidence.

The actual risk of the practice, activity, or event; generally determined by statistical evidence.

Someone who represents the products of tourism suppliers to tour operators in other markets in a business-to-business (B2B) relationship.

Someone who represents the products of tourism suppliers to tour operators in other markets in a business-to-business (B2B) relationship.

Activities undertaken for leisure and enjoyment.

Activities undertaken for leisure and enjoyment.

In BC, one of the five DMOs that represent a specific tourism region.

In BC, one of the five DMOs that represent a specific tourism region.

Small resorts where the focus is on outdoor recreation for the local communities; may also draw tourists.

Small resorts where the focus is on outdoor recreation for the local communities; may also draw tourists.

Developed to provide opportunities to fund a variety of promotional services for a community; the act defines what it means to be a resort community.

Representing over 30,000 food and beverage operations including restaurants, bars, caterers, institutions, and suppliers.

Sales dollars collected from guests.

Sales dollars collected from guests.

A calculation that combines both occupancy and ADR in one metric.

A calculation that combines both occupancy and ADR in one metric.

Applications for mobile devices that allow users to share rides with strangers, undercutting the taxi industry.

Applications for mobile devices that allow users to share rides with strangers, undercutting the taxi industry.

The possibility for loss or harm.

The possibility for loss or harm.

Practices, policies, and procedures designed to minimize or eliminate unacceptable risks.

Practices, policies, and procedures designed to minimize or eliminate unacceptable risks.

The level of risk that is retained by the company through a conscious decision-making process.

The level of risk that is retained by the company through a conscious decision-making process.

A risk mitigation strategy where the risk is transferred to a third party through contract or insurance.

A risk mitigation strategy where the risk is transferred to a third party through contract or insurance.

Representing more than 600 members in the commercial sea kayaking industry, providing operating standards, guide certification, advocacy, and government liaison services.

The practice of an operation retaining the risk rather than transferring through insurance; may be a conscious choice or a necessity based on lack of available coverage.

The practice of an operation retaining the risk rather than transferring through insurance; may be a conscious choice or a necessity based on lack of available coverage.

Informal and formal methods of gathering information about yourself to make career decisions.

Informal and formal methods of gathering information about yourself to make career decisions.

Course-based, credit-bearing educational experience in which students participate in organized service that meets community needs, and reflect on the service.

Course-based, credit-bearing educational experience in which students participate in organized service that meets community needs, and reflect on the service.

What happens when a customer service professional takes actions that result in the customer being satisfied after a service failure has occurred.

What happens when a customer service professional takes actions that result in the customer being satisfied after a service failure has occurred.

Marketing that specifically applies to services such as those provided by the tourism and hospitality industries, differs from the marketing of goods.

Marketing that specifically applies to services such as those provided by the tourism and hospitality industries, differs from the marketing of goods.

A model for understanding the relationship between the company, its employees, and the customer; differs from traditional marketing where the business speaks directly to the consumer.

A model for understanding the relationship between the company, its employees, and the customer; differs from traditional marketing where the business speaks directly to the consumer.

A technique developed to measure service quality.

An internet-based economic system in which consumers share their resources, typically with people they don’t know, and typically in exchange for money.

An internet-based economic system in which consumers share their resources, typically with people they don’t know, and typically in exchange for money.

An acronym for the social, military, educational, religious, and fraternal segment of the group travel market.

describes how tourists and hosts’ behaviours change as a result of the perceived benefits and threats they create during interaction

A theory that describes how tourists' and hosts’ behaviours change as a result of the perceived benefits and threats they create during interaction.

Refers to web-based and mobile applications used for social interaction and the exchange of content.

Refers to web-based and mobile applications used for social interaction and the exchange of content.

Marketing that recognizes a company's place in society and its responsibility to citizens (or at least the appearance thereof).

Marketing that recognizes a company's place in society and its responsibility to citizens (or at least the appearance thereof).

A global network of professionals dedicated to the recognition and development of motivational incentives and performance improvement.

Any activity in which people are attracted to a particular location as a participant, spectator, or visitor to sport attractions, or as an attendee of sport-related business meetings.

Any activity in which people are attracted to a particular location as a participant, spectator, or visitor to sport attractions, or as an attendee of sport-related business meetings.

having the duty of and then actively participating in the careful management of resources

Having the duty of and then actively participating in the careful management of resources.

Planning and development that is mindful of future generations while meeting society’s needs today.

Planning and development that is mindful of future generations while meeting society’s needs today.

Goods the customer can see, feel, and/or taste ahead of payment.

Goods the customer can see, feel, and/or taste ahead of payment.

Skills and knowledge required to perform specific work.

Skills and knowledge required to perform specific work.

A term used to describe F&B outlets  enjoyed as "hang out" spaces for customers where guests and service staff co-create the experience.

A term used to describe F&B outlets enjoyed as "hangout" spaces for customers, where guests and service staff co-create the experience.

The practice of having front-of-house staff pool their gratuities, or pay individually, to ensure back-of-house staff receive a percentage of the tips.

The practice of having front-of-house staff pool their gratuities, or pay individually, to ensure back-of-house staff receive a percentage of the tips.

Markets for BC identified as a top priority for Destination BC -- Ontario, California, Germany, Japan, United Kingdom, South Korea, Australia -- which are characterized by high revenue and high spend per visitor.

Markets for BC identified as a top priority for Destination BC — Ontario, California, Germany, Japan, United Kingdom, South Korea, Australia — which are characterized by high revenue and high spend per visitor.

Integrating all employees, from management to front-level, in a process of continuous learning towards increasing customer satisfaction.

Integrating all employees, from management to front-level, in a process of continuous learning towards increasing customer satisfaction.

A process of setting service goals as a team.

A process of setting service goals as a team.

An operator who packages suppliers together (hotel + activity) or specializes in one type of activity or product.

An operator who packages suppliers together (hotel + activity) or specializes in one type of activity or product.

Tourism according the the UNWTO is a social, cultural and economic phenomenon which entails the movement of people to countries or places outside their usual environment for personal or business/professional purposes.

Tourism according the the UNWTO is a social, cultural and economic phenomenon which entails the movement of people to countries or places outside their usual environment for personal or business/professional purposes.

The maximum number of people that can visit a specific habitat in a set period of time without negative impacts, and without compromising the visitor experience.

The maximum number of people that can visit a specific habitat in a set period of time without negative impacts, and without compromising the visitor experience.

A membership-based advocacy group formerly known as the Council of Tourism Associations of BC (COTA).

The national industry advocacy group.

An approach that guides the planning, execution, and evaluation of tourism marketing efforts (PRICE concept is an approach to this).

An approach that guides the planning, execution, and evaluation of tourism marketing efforts (PRICE concept is an approach to this).

The concept that tourism operations destroy its very requirements for success -- a pristine natural environment.

The concept that tourism operations destroy its very requirements for success: a pristine natural environment.

Other services that work to support the development of tourism and the delivery of guest experiences.

Other services that work to support the development of tourism and the delivery of guest experiences.

the combination of sectors that supply and distribute the needed tourism products, services, and activities within the tourism system

The combination of sectors that supply and distribute the needed tourism products, services, and activities within the tourism system.

The way in which a place or culture is marketed and/or presented to tourists.

The way in which a place or culture is marketed and/or presented to tourists.

Someone who travels at least 80 kilometres from his or her home for at least 24 hours, for business or pleasure or other reasons; can be further classified as domestic, inbound, or outbound.

A places of interest that pulls visitors to a destination, open to the public for entertainment or education.

Places of interest that pull visitors to a destination, open to the public for entertainment or education.

Someone who travels at least 80 kilometres from his or her home for at least 24 hours, for business or pleasure or other reasons; can be further classified as domestic, inbound, or outbound.

Allows a range of vendors to showcase their products and services either to other businesses or to consumers. Can be a standalone event or adjoin a convention or conference.

Can be stand-alone events, or adjoin a convention or conference and allow a range of vendors to showcase their products and services either to other businesses or to consumers.

The tendency of society to overconsume natural resources for individual gain.

The tendency of society to overconsume natural resources for individual gain.

Skills required to perform a variety of tasks that can be transferred from one type of job to another.

Skills required to perform a variety of tasks that can be transferred from one type of job to another.

The national independent agency that investigates an average of 3,200 transportation safety incidents across the country every year.

moving between different locations for leisure and recreation

Moving between different locations for leisure and recreation.

A business that provides a physical location for travel planning requirements.

A business that provides a physical location for travel planning requirements.

An individual who helps the potential traveller with trip planning and booking services, often specializing in specific types of travel.

An individual who helps the potential traveller with trip planning and booking services, often specializing in specific types of travel.

Part of the BC Business Practices and Consumer Protection Act that outlines the requirements for licensing, financial reporting, and the provision of financial security for travel sales.

Under NAICS, businesses and functions that assist with planning and reserving components of the visitor experience.

Under NAICS, businesses and functions that assist with planning and reserving components of the visitor experience.

A phenomenon that influences things for a long period of time, potentially shifting the focus or direction of industry and society in a completely different direction.

A phenomenon that influences things for a long period of time, potentially shifting the focus or direction of industry and society in a completely different direction.

Primarily consist of negligence.

Primarily consist of negligence.

a 2007 United Nations statement that set forth the minimum standards for the survival, dignity, and well-being of the indigenous peoples of the world

UN agency responsible for promoting responsible, sustainable, and universally accessible tourism worldwide.

Emerging in the 1970s, a style of restaurant that typically only serves dinner, intended to bridge the gap between fine dining and family/casual restaurants.

Emerging in the 1970s, a style of restaurant that typically only serves dinner, intended to bridge the gap between fine dining and family/casual restaurants.

An individual’s ways of living and making decisions that is congruent with his or her beliefs and principles.

An individual’s ways of living and making decisions that is congruent with his or her beliefs and principles.

An acronym for visiting friends and relatives; a tourism consumer market.

A building within a community usually placed at the gateway to an area, providing information regarding the region, travel planning tools, and other services including washrooms and Wi-Fi.

A building within a community usually placed at the gateway to an area, providing information regarding the region, travel planning tools, and other services including washrooms and Wi-Fi.

Often a start-up or small operation that might qualify for a listing in a tourism directory but is not ready for more complex promotions (like cooperative marketing); may not have a predictable business cycle or offerings.

Often a start-up or small operation that might qualify for a listing in a tourism directory but is not ready for more complex promotions (like cooperative marketing); may not have a predictable business cycle or offerings.

Performing a service without pay in order to obtain work experience, learn new skills, meet people, contribute to community, and contribute to a cause.

Performing a service without pay in order to obtain work experience, learn new skills, meet people, contribute to community, and contribute to a cause.

A document used as risk management technique where the responsibility for the risk is transferred to the participant through contract and voluntary acceptance of risk.

A document used as risk management technique where the responsibility for the risk is transferred to the participant through contract and voluntary acceptance of risk.

A not-for-profit organization working towards establishing BC, and Western Canada, as the world's foremost mountain bike tourism destination.

A not-for-profit organization working towards establishing BC, and Western Canada, as the world's foremost mountain bike tourism destination.

An organization that advocates for over 850 nature-based tourism operators in BC, placing a priority on protecting natural resources for continued enjoyment by visitors and residents alike.

Tourism experiences where exploration, consumption, and purchase of wine are key components.

Tourism experiences where exploration, consumption, and purchase of wine are key components.

Information about a service experience passed along orally or through other social information sources from past customers to potential customers.

Information about a service experience passed along orally or through other social information sources from past customers to potential customers.

BC's occupational health and safety organization.