HSC Tourism, Travel and Events (VET) key terms

The legal obligation of employers, workers and others in a workplace to take reasonable steps to protect everyone from harm. In tourism, travel and events this covers venues, transport, activities and crowds.

A structured process of identifying hazards, judging how likely and how serious the harm could be, and deciding what controls are needed before an activity, tour or event proceeds.

A ranked order of risk treatments, from most to least reliable: eliminate the hazard, substitute it, isolate it, use engineering controls, apply administrative controls, then use personal protective equipment as a last resort.

A written record completed after an accident, near miss, injury or security problem. It captures what happened, who was involved, witnesses and immediate actions, and supports investigation, insurance claims and legal compliance.

An unplanned event that did not cause injury or damage but could have. Reporting near misses lets organisations fix hazards before someone is harmed.

A documented set of arrangements showing how an operator will manage safety, including responsibilities, emergency procedures, staff training, communication systems and review processes for tours, transport or events.

A planned sequence of actions for moving people safely out of a venue or vehicle in an emergency, covering alarms, exits, assembly points, wardens, roll calls and assistance for people with disability.

Clothing or equipment worn to reduce exposure to hazards, such as gloves, helmets, life jackets, sunscreen or high-visibility vests. It is the least reliable control because it depends on correct use.

Statutory promises that goods and services are of acceptable quality, fit for purpose and match their description. In travel, providers may owe remedies when a service is not delivered as promised.

The obligation on both a customer and an adviser to share information that could affect a booking, such as medical conditions, passport validity or known travel risks, so informed decisions can be made.

Permission given by a participant after they understand the nature of an activity, its risks and their choices. It is often recorded on a waiver or acknowledgement form before adventure or high-risk activities.

Recognising and respecting the beliefs, values, customs and protocols of different cultures, including Aboriginal and Torres Strait Islander peoples, and adjusting service and communication accordingly.

Using elements of another culture, such as art motifs, ceremonies or language, without permission, respect or understanding, often for commercial gain. It differs from respectful cultural exchange and can damage communities.

Presenting a destination's culture truthfully and with community consent, rather than staging a simplified version for visitors. Authentic experiences are usually designed and led with local people.

Word choices that avoid excluding or stereotyping people on the basis of gender, disability, age, culture or background, helping all customers and colleagues feel respected and understood.

Giving full attention to a speaker, noting their words and tone, and checking understanding by summarising or asking questions. It is central to resolving complaints and clarifying travel requirements.

Open questions invite detail and cannot be answered with yes or no, while closed questions confirm specific facts. Skilled staff combine both to uncover needs and verify booking details efficiently.

A conversation or checklist used to identify what a customer actually wants, including budget, dates, interests, accessibility needs and constraints, before recommending products or destinations.

A day-by-day plan for a trip or event showing dates, transport, accommodation, activities, meals and timings. A good itinerary is realistic, includes contingency time and matches the client's brief.

The shortest interval an airline or airport allows between a arriving flight and a onward flight for a passenger and baggage to transfer safely. Booking below it risks a missed connection.

Commercial arrangements where one airline sells seats on another's flight (codeshare) or where airlines accept each other's tickets across a journey (interline). They affect ticketing rules and baggage handling.

The conditions attached to a ticket, covering changes, cancellations, refunds, baggage allowances and validity. Advisers must check fare rules before quoting because cheap fares are often the most restrictive.

The contract terms a customer agrees to when purchasing travel or event services, including payment schedules, cancellation charges, liability limits and passport or visa responsibilities.

A structured approach to handling dissatisfaction: listen fully, acknowledge feelings, gather facts, explain options, agree an action and follow up. It aims to restore trust and prevent escalation.

The actions taken to fix a service failure and rebuild goodwill, such as an apology, refund, upgrade or complimentary experience. Effective recovery can create more loyalty than a flawless service.

Upselling offers a higher-value version of what a customer chose, while cross-selling suggests related extras such as travel insurance or airport transfers. Both should meet identified needs, not pressure the buyer.

The longest sequence of dependent tasks that determines the earliest possible finish date of an event. Delays on the critical path delay the whole project, so these tasks get closest monitoring.

A minute-by-minute schedule listing each activity, who is responsible, where it happens and what must be ready beforehand. It is the operational script used on the day by staff and suppliers.

A document capturing the client's objectives, audience, budget, date, venue requirements and success measures. It becomes the reference point for planning decisions and approvals.

Planning and managing the movement, density and behaviour of people at venues through barriers, signage, marshals, ticketing and capacity limits, to prevent crushing and keep exits clear.

A briefing informs staff and suppliers of roles, timings and risks before an event or tour. A debrief afterwards reviews what worked, what failed and what should change next time.

Meeting present needs without harming the economic, environmental and social resources that future travellers and host communities depend on. It covers waste, energy, water, biodiversity and local benefit.

A way of judging performance across three areas: profit (economic), people (social) and planet (environmental). Tourism and event operators use it to balance commercial return with community and environmental outcomes.

The situation where visitor numbers exceed what a destination, its infrastructure and its residents can comfortably absorb, causing congestion, rising rents, environmental damage and hostility towards tourists.

Encouraging visitors to travel beyond crowded honeypot sites and outside peak seasons, spreading economic benefit and reducing pressure on infrastructure and environments.

Paying for projects that reduce or remove greenhouse gases elsewhere to balance emissions from travel such as flights. It supplements, but does not replace, efforts to avoid and reduce emissions.

Designing travel products, information and venues so people with disability, older people and families with prams can participate fully, covering physical access, communication and staff attitudes.

Adjusting prices and inventory in response to demand, timing and remaining capacity so revenue per available unit is maximised. Common in airlines, hotels and ticketed events.

The level of sales at which total revenue equals total costs, so the business makes neither profit nor loss. It is calculated from fixed costs divided by contribution per unit or per guest.

The timing of money coming in and going out of a business. Tourism and event operators often pay suppliers before customers pay, so forecasting cash flow prevents shortfalls.

The difference between planned and actual income or expenditure, expressed as an amount or percentage. Analysts investigate large or unfavourable variances to correct problems early.

A computer network used by travel agencies to search, book and ticket flights, hotels and car rentals across many suppliers in one interface, using standard codes and formats.

Software used by accommodation providers to manage reservations, room allocation, check-in and check-out, billing and housekeeping status in real time.

A system for storing customer details, preferences, bookings and interactions so staff can personalise service, target marketing and retain repeat clients.

A set of security requirements for any organisation that stores, processes or transmits card payment data, covering encryption, access control and secure systems to reduce fraud.

Rules governing how personal information is collected, used, stored, disclosed and destroyed. Tourism and event businesses hold passport, health and payment data and must protect it.

For Aboriginal and Torres Strait Islander peoples, Country means the lands, waters, skies and sites to which a person belongs through kinship, law and story. It carries cultural and spiritual responsibilities, not just geography.

The ongoing practice of reviewing feedback, data and processes to make small, sustained gains in quality, safety and efficiency, rather than waiting for a major failure.

The sequence of roles, qualifications and experiences that move a person towards their career goal in tourism, travel or events, from entry-level positions to supervisory and specialist work.

Capabilities that apply across jobs and industries, such as communication, teamwork, problem solving, numeracy and digital literacy. They make workers adaptable as roles and technology change.

Planned learning that maintains and builds skills and knowledge, including short courses, industry events, mentoring and accreditation, helping workers meet licensing and service standards.