microtour PRELIM

Tourism

the act of traveling to different places outside the usual environment for leisure, business, or other purposes

Hospitality

provides accommodation, food, beverages, entertainment, and travel services to people away from home

Hospitality importance

builds customer loyalty and enhances guest experience

Key characteristics of Hospitality

- warm welcome

- comfort and care

- service-oriented

- professional yet friendly

- experience-driven

Service Industry

- businesses that earn revenue by providing services rather than physical goods

- invovles direct interaction between service providers and customers, customer satisfaction most important goal

Service industry examples

airlines, hotels, travel agencies, restaurants

Tourism Product

combination of attractions, transportation, accommodation, and entertainment offered to tourists

Tourist Destination

a place that attracts visitors because of its natural beauty, culture, or activities

Key Characteristics of a Tourist Destination

- attracts visitors

- accessible

- provides facilities

- offers activities

Economic Impact

hospitality and tourism have a major effect on the economy because they create jobs, generate income, and support many related businesses

Tourism Supply Chain

- network of businesses providing products and services to tourists

- includes everything a tourist needs, uses, or experiences from the start of the trip until they return home

Travel Motivation

reason why people travel, what inspires them to visit a place and seek new experiences

Importance of Travel Motivation in Hospitality and Tourism

- helps tourism businesses design travel packages based on travelers' needs

- assists destinations in creating marketing strategies to attract visitors

- ensures the tourist experience matches expectations, leading to satisfaction

- encourages repeat visits and positive recommendations

Ecotourism

responsible travel to natural areas that conserves the environment and benefits local communities

Sustainable Tourism

- tourism that meets current needs without harming future opportunities

- planned and managed in a way that protects the environment, respects local culture, and benefits local communities

Sustainable tourism goal

balance economic growth, cultural preservation, and environmental protection

Tourism Infrastructure

- facilities and services that support tourism activities

- includes everything that tourists use during travel such as transportation systems, accommodation, communication, and public services

Visitor Experience

- overall impression tourists have about a destination or service

- includes everything the visitor sees, feels, and interacts with during their journey from planning the trip, arriving at the destination, staying in accommodations, dining, activities, and even returning home

Visitor experience factors

customer service, environment, cleanliness, safety, and hospitality

Accomodation

a place where travelers stay temporarily

(hotels, resorts, inns, hostels, motels, lodges, homestays)

Hotel Categories

classifications based on service level

help travelers choose accomodations that match their preferences, needs, and budget

Luxury Hotels

(5-Star and above)

provide premium services and world-class facilities

offer personalized attention, fine dining, spas, concierge services, and elegant interiors

Upscale or First Class Hotels

(4 Star)

offer high quality accomodations with excellent service and amenities

usually include restaurants, pools, and conference facilities

Midscale or Standard Hotels

(3 Star)

provide comfortable and affordable lodging with moderate services

suitable for business and leisure travelers

Economy Hotels

(2 Star)

offer basic facilities at budget-friendly prices

Focus on cleanliness and convenience rather than luxury

Budget Hotels

(1 Star or unrated)

provide simple, low cost accomodations with minimal services

often cater to short stays or backpackers

Burj Al Arab

iconic sail-shaped hotel on private island in Dubai

frequently called world’s first “7-star” or “6-star” hotel

Atlantis The Royal

Dubai

among newest and most expensive luxury resorts worldwide

top‑tier “Royal Mansion” suite reportedly goes beyond $100,000 per night

Emirates Palace Mandarin Oriental

Abu Dhabi

palatial-style hotel with gold-leaf and marble interiors, private beach, extensive grounds and lush gardens

Hotel Plaza Athenee

Paris, France

longstanding symbol of ultimate Parisian luxury and refinement

oficially a 5-star, often described as “6-star equivalent”

Hotel President Wilson

Geneva, Switzerland

known for its “Royal Penthouse Suite”

one of the most expensive hotel suites in the world

Chain Hotel

a group of hotels under one brand or company

provides standardized services that assure travelers of quality and reliability wherever they go

attracting international travelers

Chain Hotel contribution to tourism economy

Independent Hotel

a hotel that operates on its own and is not part of a brand

Front Office Department

plays a crucial role in creating the first and last impression of the hotel, as it directly deals with guests from arrival to departure

Housekeeping Department

cleanliness one of the most important factors influencing a guest’s stay experience

maintains cleanliness and order in guest rooms and public areas

Food and Beverage Department

one of the largest and most dynamic departments in the hospitality industry, playing a vital role in guest satisfaction, revenue generation, and enhancing the overall experience of travelers and diners

Sales and Marketing Department

promotes the hotel and attracts guests

Engineering and Maintenance

responsible for upkeep, repair, and smooth operation of all the hotel’s physical facilities, systems, and equipment

Security Department

ensures guest safety and property protection

Occupancy Rate

key performance indicator used in the hotel, tourism, and hospitality industry to measure the % of available rooms that are occupied during a specific period

shows how effectively a lodging establishment is utilizing its available room inventory and reflects level of demand and operational success of property

Average Daily Rate (ADR)

average income earned per occupied room/day

Guest Satisfaction Survey

helps businesses collect feedback directly from guests to identify SWOT for improvement in products, services, and overall guest experience

• post stay surveys

• in-house feedback forms

• online reviews

• comment cards

• follow-up calls or interviews

Types of Guest Satisfaction surveys

Post-Stay Surveys

sent via email or app after the guest checks out

In-House feedback forms

given during the stay (paper or tablet-based)

Online Reviews

collected through booking websites

Comment Cards

short forms placed in rooms or restaurants

Follow-Up calls or interviews

for VIP guests or detailed feedback

Hotel Star Rating

a grading system (1-5 stars) that indicates service quality and facilities

Guests

a person who stays or is entertained at a hospitality establishment

Lodging Establishment

any business that provides accomodation such as hotels, inns, or resorts

Service Quality

- how well service meets or exceeds guest expectations

- focuses on how customers are treated, comfortable and satisfied, and how smooth and pleasant their experience

Service Quality Importance

high service quality leads to guest satisfaction and repeat business

Customer Relationship Management (CRM)

- process of strengthening and maintaining relationships with guests to ensure loyalty

- refers to strategies, practices, & tech used by hospitality and tourism business to understand, communicate with, and maintain good relationships w customers

CRM Tools

guest feedback systems, loyalty programs, and personalized marketing

Guest Cycle

stages a guest goes through a hospitality experiences

Guest Cycle Stages

pre-arrival, arrival, occupancy, departure

Hospitality Ethics

standards of right conduct in providing service such as honesty, fairness, and respect

Hospitality Ethics Purpose

builds trust and maintains a positive reputation

Hospitality Management

administration of hotels, restaurants, and other hospitality businesses

involves planning, organizing, leading, and controlling all activities to ensure excellent guest experiences

Hospitality Management Focus Areas

operations, marketing, finance, human resources

Hospitality Training

programs to improve employees' customer service skills

Hospitality Training Purpose

prepare staff to deliver excellent service, communicate professionally, and create positive guest experiences

Hospitality Training Goal

enhance professionalism, communication, problem-solving

Brand Loyalty

when guests consistently choose the same brand due to positive experiences

Hospitality Technology

use of systems like property management software, digital check-ins, and mobile ordering

Service Recovery

actions taken to correct problems and regain guest satisfaction after a service failure

Service Recovery Goal

turn a negative experience into a positive one, so the guest still feels valued and respected