Tourism and Hospitality Industry - Key Concepts Flashcards

A comprehensive set of QUESTION_AND_ANSWER flashcards covering key concepts from the notes on the tourism and hospitality industry, quality management, guest experience, and strategic planning.

What does intangibility mean in tourism products?

Tourism products cannot be seen, tasted, felt, or heard before purchasing and consuming.

What does inseparability mean in tourism products?

Tourism products are primarily services and cannot be separated from the person or company that provides them.

What does perishability mean in tourism products?

They cannot be stored for sale at a future date.

What does variability mean in the tourism industry?

Services are rendered by humans to humans and can vary with interactions.

What does absence of ownership mean in tourism purchases?

Purchasing an overnight hotel stay is not the same as buying a tangible good.

What does 'manufactured by many producers' imply in tourism?

A tourism product involves multiple sectors; no single enterprise can provide it alone.

What is seasonality in tourism?

Predictable yearly changes in activity based on calendar seasons.

What is the purpose of quality management in tourism?

To oversee activities to ensure products and services are consistent.

What is quality planning?

Identifying relevant quality standards and deciding how to meet them.

What is quality improvement?

Decisive change in a process to improve reliability or outcome.

What is quality control?

Ongoing efforts to uphold a process's reliability and integrity in achieving an outcome.

What is quality assurance?

Planned/systematic actions to ensure reliability to meet requirements.

What are the two main elements of tourism, according to Goldstein & Schroeder?

Movement to/from a destination and an overnight stay outside the permanent residence.

What does the hospitality industry refer to?

A large and fast-growing sector focusing on customer satisfaction across services and businesses.

Define Total Quality Management (TQM).

A continual process of detecting/reducing errors, improving customer experience, and ensuring proper training of employees.

What does 'customer-focused' mean in TQM?

The internal and external customer are drivers in a total quality setting.

What does 'Total Employee Involvement and Empowerment' mean in TQM?

All employees participate in working toward quality.

What does 'Peak performance' mean in TQM?

All personnel and processes operate at their best.

What does 'Strategically based' mean in TQM?

Quality is integrated into the strategic plan (vision, mission, objectives).

What is the 'scientific approach' in TQM?

Using hard data to benchmark, monitor, and improve performance.

What does 'Obsession with quality' imply in TQM?

The organization is passionate about meeting/exceeding quality through continuous improvement.

What is the 'Long-term commitment' in TQM?

Implementing a culture for long-term success and growth.

What is the role of 'Education and training' in TQM?

Foundational; improves people so they work better.

What is 'Freedom through control' in TQM?

People should control processes and methods, not rely only on technology.

What does 'Unity of purpose' mean in TQM?

Internal politics have no place; collaboration should be the norm.

What are the two benefits of involving employees in decision making?

Better decisions and increased ownership.

What is 'Guestology'?

Scientific study of people's needs, expectations, and behaviors in the service industry.

What is the 'guest cycle'?

Four-stage interaction between hotel/guests: Pre-Arrival, Arrival, Occupancy, Departure.

What is a 'service product'?

The tangible or intangible offering that brings guests (rooms, tickets, experiences).

What is the 'service setting'?

The location where service takes place and its ambiance contributes to the experience.

What is the 'service delivery system'?

The combination of inanimate technology and people that deliver services.

What is a 'service encounter'?

The person-to-person interactions between staff and guests delivering the service.

What are Moments of Truth?

Critical events where guests form opinions about the service.

What are Positive Moments – Moments of Glory?

Moments when guest expectations are exceeded.

What are Negative Moments – Moments of Pain?

Moments when guests are disappointed or feel unheard.

What is the Zero Moment of Truth?

The moment a person looks for information online and forms the first brand impression.

What is the Actual Moment of Truth?

The period between purchase and receiving the product.

What is the First Moment of Truth?

When the guest first sees or uses the product.

What is the Second Moment of Truth?

Moments that involve the senses during the experience (what they see, hear, feel, etc.).

What is the Ultimate/Last Moment of Truth?

When the guest shares their opinion (e.g., a review or social post).

From where do Guest Expectations originate?

Brand familiarity, advertising, past experiences, imagination, and stories from others.

Who are External customers?

Customers who do not have a direct relationship with the company but buy/consume products and services.

Name some types of customers mentioned.

External, Loyal, Impulse, Discount, Need-based, Wandering, Internal.

How is Quality defined in relation to guest expectations?

Quality is the difference between what is expected and what is received; if they are the same, quality is average.

What is Value?

How much a product or service is worth to a guest, including price, quality, benefits, and the costs (monetary, time, energy, emotional).

What is Cost in the guest experience context?

The tangible and intangible financial and nonfinancial costs incurred during the experience.

What is Strategic planning in hospitality?

Identifying internal and external characteristics that contribute to attaining goals and formulating policies.

What are Porter’s generic competitive edge strategies?

Cost leadership, Differentiation, and Focus.

What is the Hospitality Planning Cycle?

Environmental assessment, Strategic premises, Internal assessment, and identifying core competencies to plan guest experiences.

What are Vision and Mission statements used for in hospitality planning?

Define why the company exists, how it will achieve goals, and what it will achieve.

What is the 'Service Strategy' in planning?

Guides decision-making after external/internal assessment and defines how to serve.

What is the relationship between Quality and Value in planning?

Quality aims for high guest experience; Value ensures benefits exceed costs.

What are Action Plans?

Detailed tasks outlining who does what, where, and how to meet goals.

What is SWOT analysis?

Strengths, Weaknesses, Opportunities, Threats analysis of internal and external factors.

What is PESTLE analysis?

Political, Economic, Socio-Cultural, Technical, Legal, and Environmental macro-analysis.

What do Demographics refer to in this context?

Age/generation, sex, and nationality of potential guests, investors, and employees.

How does technology influence tourism organizations?

Significant changes; e.g., self-check-in, leading to less time and cheaper labor.

What are three types of competitors?

Existing, potential, and indirect competitors.

Who are typical stakeholders in tourism and hospitality planning?

Resource suppliers, capital suppliers, labor supply, plus other groups shaping the industry.

What are 'Natural forces' in planning?

Real estate/financial market crashes, terrorist attacks, wars, volcanic eruptions, earthquakes.