toursim

A tourist is someone who is making a visit to a destination outside his/ her usual environment for less than a year

for any main purpose : holidays, leisure and recreation, business, health, education etc..

Tourism is the temporary short movement of people to destinations outside places where they normally live and their activities are during the stay in the destination.

some key terms .

tourist accomodation : place where the tourist stays for the night.

duration of stay : how long a tourist stays in one place.

overnight visitor : stays for atleast one night.

international visitor/tourist : visitor from another country

occupancy rate : the percentage of available accommodation units that are occupied by guests during a specific time period.

tourist receipts : money spent by tourists.

domestic visitor/tourist : a visitor traveling within their own country.

types of tourism

leisure touring : traveling for relaxation and enjoyment, often involving activities such as sightseeing, recreation, and cultural experiences.

visiting friends and family : visiting for pleasure , holidays , occasions ( wedding, birthday , newborn)

buisness tourists : travelling for buisness and usually international tourism

high spenders ( flight , accomodation , catering)

MICE

MEETINGS : brings small number of people together for a day or 2 for exchanging information.

INCENTIVES : travel as a company reward for employee’s efforts.

CONFRENCES : lots of people (100+) meeting for multiple days to exchange info.

EXHIBITIONS : people visit to view products or services.

the sub-sectors of tourism :

1- transport : Being able to get to destinations .

1- air :

• scheduled flights

• low cost or budget flights

• chartered flights

2- rail : Travel from country to country , Travel within a country , Easy to use ,Link major cities advantages of rails : safe , cheap , easy to use , changing view.

3 - coach : domestic or international private hire. tour and excursion transport.

4- car : hire, rent a car , taxi. etc..

advantages : Flexibility and independence

5- water : by ocean - sea. cruise ships , ferries , water taxis , yacht or boat hire.

2- accomodation & catering

types of accomodation in most destinations :

1- hotel : At least 10 rooms . Guest house , High standard services: SPA, gym, shops, At least 5 rooms Offers dining services house keeping and room service

2- guesthouse : at least 5 rooms , offers dining services

3-hostel : basic and simple accomodation , low prices , for sport or study visitors , offers dining and cooking facilities.

4- motel : at least 10 rooms , situated near a road , meant for car travelers , safe parking.

5- holiday camp : limited services , tents , and parking sites.

6-bed & breakfast : private house or farm of apartment , includes breakfast only.

7- hotel apartment : large accomodation , services , rented out

8- holiday home : only for holiday makers rented and has cooking facilities.

types of accomodation providers :

1- serviced : range of services available eg..room service , shops , pool , gym.

2- chain : national or international companies such as Hilton , Sheraton , Marriot.

3- independent : only one or few units in one area.

4- non-serviced. : provide accomodation only

accomodation rating : rating of the customer to the accomodation it is out of 1-5 and 1-7 in Burj al Arab , Dubai.

3- NTOs

Governments may give the (NTOs) two main roles to achieve:

1) To increase the number of tourists to X

2) To increase the amount of money spent by tourists = X

for example Croatia make market research , promotional plans , TICs , and tourist info activities around the world

4- travel agents : provide info and offer advice , make all bookings , sell package holidays from suppliers(tour operators)

3 types of travel agents :

miniples : small independent retail outlet

multiples : many branches or a chain

online.

5- ancillary tourist services : additional services offered to tourists by travel agents and tour operators. (very profitable and generates income.

1 - ticket sales

2- currency exchange

3- travel insurance

4- souvenirs and postcards.

6- entertainment : key component of travel & tourism industry\

attractions are always changing

role of attractions : entertainment , education , relaxation.

change and adapt to attract visitors.

7-tour operators. : create package holidays by combining tourism products such as : flights , transport ,hotels .etc.. in a low of inclusive price

package holiday advantages :

• easy

• convenient

• buy in bulk

• economical and cheap

to make profit tour operators must :

• meet the needs of the customers

• buy in bulk to reduce prices

• get tourists feedbacks to improve

• handle complains

they could directly sell their packages or have travel agencies and retailes sell them .

8- tourist info & guidances services.

provide info : leaflets , brochures , online.

location : they provide the location of railways , airport , central location within major tourist areas.

guiding services :

tour guide accompanies a group of tourists around sites and explains the history of geography within the area.

using visitors language (mostly english)

tourism impacts :

economic :

negative :

1-import leakage : Much of the money therefore goes out of the country to pay for these imports.

2- export leakage :Building tourist infrastructure and facilities – Much of the profits are then taken by these foreign companies.

3- All inclusive holidays : Means everything is included for a fixed price.

BUT local businesses loss because cruises and resorts tend to import more, employ fewer local people and tourists remain for their entire stay at the same cruise ship or resort.

4- inflation : increase in price ranges (The price of land and property can increase with tourism development meaning locals cannot afford land in the tourist areas and can result in the displacement of the local population.)

5- Tourism dependency : depending on tourists for income

tourism goes in decline through natural disaster or terrorism

positive :

1- provides opportunities for local buisnesses.

2- creates jobs & decreases unemployment

3- foreign exchange earnings.

4- generates taxes so it improves the destination.

In recent years tourism has positive impacts in Less Economically Developed Countries (LEDC),

Growth of tourism in More Economically Developed Countries (MEDC) is increasing,

Environmental :

positive :

1- protection of natural environment : Tourists often want the environment to be unspoilt.

. Tourism encourages environmental protection.

2- eco- tourism : It is tourism that has minimal negative impact on the environment.

. Some destinations are now rated according to their environmental

impact for being eco friendly this is good for the environment

3- Renovation of the urban environment : Increasingly tourists are seeking out the old rather than the new

Many ‘old’ areas of towns & cities have been restored & r now attracting tourists

negative :

loss of habitat : Building tourist facilities - hotels, golf courses etc, can

destroy natural habitat. Loss of plants and animals cannot be replaced.

Resources under pressure : • Natural resources could be under pressure with locals & tourists needing them.

Water shortages can occur with things like golf courses needed huge amounts of water.

pollution :

• With the growth of tourism waste increases and

destinations struggle.

• Air pollution increases with more vehicles on the

road.

• Noise pollution increases with tourist events &

activities.

• Sea pollution from boats plus littler.

socio-cultural :

positive :

Tourism developments

• Local citizens and tourists benefit from the improvements in infrastructure ex. roads

and airports.

• Develop tourist facilities used by locals and tourist eg restaurants, sports & health facilities.

Tourist-host positive relations :

improve understanding of each others traditions and culture , so reducing prejudice.

local guides act as information hubs and give positive images.

Cultural improvements :

improve traditional industries such as art & crafts as tourists buy souvenirs

and improve cultural sites.

negative :

visitor overcapacity : congestion and overcrowding.

tourist hot relationships : tourist or local behaviour can be rude , increase in crime

cultural drawbacks : locals can be westernized and lose their own language , traditions , identity .. cultural activities can be fake to respond to tourists desires.

unit 3

Tourism and hospitality = is very much a people industry (labour incentive)

Customer service: is caring for the customer. priority of every employee.

There are many different situations in which customer service is provided, examples

Meeting the needs of the customers

✔ Providing information

✔ Offering advice

✔ Keeping records

✔ Providing assistance

✔ Dealing with problems

✔ Handling complaints

• “Customer is King” is often quoted as how businesses treat their customers, businesses aim to satisfy customers and feel valued.

Customers types cover all races, genders, income levels, ages. Staff are trained through courses to ensure the customers receive the best possible customer service

poor customer service :

1) Not meeting customers needs or expectations, therefore fewer customers visiting the organization.

2) Lack of customer loyalty.

3) Poor public image.

4) The organization loses profit because of customers not returning.

5) Increased costs of the organization because they have to attract new customers

Everyone working to the same standard is the key to high quality customer service

Customer service standards:

It is how all staff should carry out tasks in the same way.

Examples customer service standards for a hotel front office:

1) Telephones answered with greeting, name of hotel .

2) Smile and eye contact with guests.

3) How to check-in /check-out a customer.

4) Always treat customers in a behaved and helpful manner,

even in challenging situations.

5) Giving a positive image of the hotel/brand

Working in teams is very important in creating a positive experience for the customers.

Examples of hotel teams:

• Front office: (reception, guest relations, concierge)

• Housekeeping: (cleaning staff, laundry)

• Catering: (room service, kitchen, restaurants)

• Sales and marketing: (sales, marketing, loyalty club, promotions)

• Human resources: (employee welfare, recruitment)

• IT: (computer systems, wifi)

• Engineering and maintenance: (hotel maintenance)

• Sports and Leisure: (gym, spa, pools, tennis, activities)

Benefits of teamwork:

1) To improve quality of services.

2) To improve productivity.

3) To increase employee flexibility.

4) To increase employee motivation.

types of customer service training :

1- personal skills : Build positive relationships with customers.

. Understand customers needs.

2- Customer management skills :

. Find ways to solve problems.

. LAST: listen, acknowledge, solve and thank

3- Product and technical skill.

Know the products.

Have the correct technical skills.

4- team building skill : Understand others roles / Healthy competition .

Customer service skills for a waiter

✔ Personal hygiene and correct uniform.

✔ Follow cash handling procedures.

✔ Food hygiene and safety.

✔ Active listening.

✔ Effective communication.

✔ Knows the menu and be able to answer food questions.

✔ Knowledge of food allergies.

✔ patience

✔ dealing w complaints.

hotel guest cycle :

1- pre-arrival Booking (Reservation record) - welcome email.

2- arrival : complete registration Welcoming face to face - Baggage transfer - Registration and check in procedures

. Key/card issue - Hotel information

3- during stay : experience all hotel services transportation - currency exchange - safe deposits.

4- departure : vacates the room , pay for any extra services , return room key/card.

Common complaints:

. Check-in takes too long

. Not recognizing loyal customers

. Unclean room

. Requests take too long

how to handle complaints :

1-listen

2-stay calm

3- apologies

4- solution

5- record complaint

soft skills w customers :

positive attitude

flexible

confidence

communication

commitment

Examples of personal presentation (dress code) for many international hotels'

employees:

• Uniforms clean and pressed

• Hair neatly presented

• Jewellery limited

• Clean well-kept fingernails

• No visible tattoos

Unacceptable behaviors from employees:

• Being absent or late without reason.

• Damaging, destroying or stealing other employees or company property.

• Giving any company information to a third party.

• Using threatening language towards others.

• Ignoring safety standards.

Communication skills are the key to customer service.

• Communication = body language, speaking, listening, reading and writing.

Communication via verbal, letter, fax, social media, email, SMS etc

Barriers to effective communication.

• language : different languages , accents.

• culture : cultural differences.

• discrimination : some people discriminate w out knowledge

• complex : communication may be too difficult or technical to understand.

• listening : people dont listen carefully & misinterpret

Applications of technology : improve efficiency, reduce costs and add to the customers’ experience.

1- online reservations .

2- mobile technology : booking , maps , reviews.

3- management systems : All aspects of hotel management is covered: reservations; customer data; housekeeping, etc..

4- VR : teleports users to attractions anywhere in the world.

Hotel reservation procedures

1 - Enquiry for reservations: Reservation enquiry from customer to gain various knowledge about reservation which he/she wants to make. Certain information is needed:

• Name of the guest . Date of arrival . Date of departure . Room type + number of rooms . Number of guests .

• Contact details . Special requests .

All costs and fees shown/explained e.g. parking, service charges, taxes….

2) Room availability:

Room availability is usually shown via fully computerized systems or software.

3) Accepting or denying the request:

After checking room availability, the request is accepted or denied. Any relevant information is to be explained, eg: bookings needed for spa or restaurants, parking policy.

4) Confirming the reservation request: Guest confirmation finalised - cancellation policy provided, all costs linked to cancellation to be shown.

5) Reservation record : Record of the reservation to be kept - computerised, perhaps a printed copy kept, and updated reservation if changes are made.

6) record shows : expected arrival , no. of guests , occupancy

last lesson :)

The tourism and hospitality industry products and services need to be promoted .

aims of promotion :

1-Sales : To increase sales and profit

2-Information : Inform customers about the features of the products and services

3- raise awareness

4- demand

Factors affecting promotion of tourism products and services

• audience

• message

• results

• budget

• timing

• media

promotional methods :

1- brochures : include : photographs , map , climate graphs , brief info.

2- promotional leaflets : They are mini brochures which give basic details, compared to brochure. includes: prices, timings and contact details.

3) Advertisements

• Mainstream media include: TV, radio, newspapers.

• Mainstream media can be expensive.

• Different types of media at different times should work together for broad coverage of the target markets.

4) Internet

1) Well designed tourism websites: that is attractive, informative, interactive and updated regularly

with information regarding the tourism products and services.

• Contains all the details:

• Packages, information about the countries, links .

2) Social media: YouTube, Insta, FB, Twitter etc.

5) Window displays

• Eye catching window displays to attract customers in main streets of the city.