Podcast
Questions and Answers
Which of the following roles involves coordinating and supervising the activities of travel information providers?
Which of the following roles involves coordinating and supervising the activities of travel information providers?
- Travel Agent
- Concierge
- Tourist Information Assistant
- Travel Information Center Supervisor (correct)
A hotel guest requires assistance with dinner reservations and information about local attractions. Which hotel staff member is best suited to provide this service?
A hotel guest requires assistance with dinner reservations and information about local attractions. Which hotel staff member is best suited to provide this service?
- Concierge (correct)
- Bell Attendant/Person
- Housekeeping Attendant/Room Attendant
- Front Desk Receptionist/Agent
In which sector would a 'Valet Runner' primarily be employed?
In which sector would a 'Valet Runner' primarily be employed?
- Back of the House
- Travel and Tour Services
- Food and Beverage Service
- Accommodation (correct)
Which role is primarily responsible for ensuring the cleanliness and order of guestrooms, along with reporting maintenance issues?
Which role is primarily responsible for ensuring the cleanliness and order of guestrooms, along with reporting maintenance issues?
What is the primary responsibility of a 'Bell Attendant/Person' within a hotel?
What is the primary responsibility of a 'Bell Attendant/Person' within a hotel?
Which of these positions is primarily focused on back-end operations with minimal guest interaction?
Which of these positions is primarily focused on back-end operations with minimal guest interaction?
In a restaurant setting, who is responsible for overseeing the entire operation, including staff management and customer service standards?
In a restaurant setting, who is responsible for overseeing the entire operation, including staff management and customer service standards?
Which casino employee is directly responsible for the payout and collection of money or chips at the gaming tables?
Which casino employee is directly responsible for the payout and collection of money or chips at the gaming tables?
A casino is experiencing frequent malfunctions with its slot machines. Which staff member would be called upon to resolve these issues?
A casino is experiencing frequent malfunctions with its slot machines. Which staff member would be called upon to resolve these issues?
Which of the following casino positions has the primary responsibility of ensuring the casino is profitable?
Which of the following casino positions has the primary responsibility of ensuring the casino is profitable?
A high-roller is suspected of counting cards at a blackjack table. Which casino staff member is primarily responsible for detecting this activity?
A high-roller is suspected of counting cards at a blackjack table. Which casino staff member is primarily responsible for detecting this activity?
A pit boss observes a dealer making frequent errors in payouts. What is the pit boss's most likely course of action?
A pit boss observes a dealer making frequent errors in payouts. What is the pit boss's most likely course of action?
Which role is primarily responsible for ensuring the cleanliness of dishware and the kitchen environment in a restaurant?
Which role is primarily responsible for ensuring the cleanliness of dishware and the kitchen environment in a restaurant?
A customer is looking for a complex coffee beverage. Which staff member would they consult?
A customer is looking for a complex coffee beverage. Which staff member would they consult?
Which of the following cruise ship departments is most directly responsible for the physical operation and safety of the vessel?
Which of the following cruise ship departments is most directly responsible for the physical operation and safety of the vessel?
An establishment wants to update their dessert menu; whose expertise should they seek?
An establishment wants to update their dessert menu; whose expertise should they seek?
Which of the roles is responsible for ensuring that food preparation meets the standards of the establishment?
Which of the roles is responsible for ensuring that food preparation meets the standards of the establishment?
A cruise ship passenger requires a massage. Which department would handle this service?
A cruise ship passenger requires a massage. Which department would handle this service?
Which role is responsible for preparing ingredients and cooking items across various kitchen stations?
Which role is responsible for preparing ingredients and cooking items across various kitchen stations?
A restaurant is short staffed and needs someone to clear tables quickly and efficiently during a busy dinner service. Which role is best suited for this task?
A restaurant is short staffed and needs someone to clear tables quickly and efficiently during a busy dinner service. Which role is best suited for this task?
A casino wants to improve customer satisfaction by enhancing the variety and quality of its cocktails. Which staff member should the casino management consult?
A casino wants to improve customer satisfaction by enhancing the variety and quality of its cocktails. Which staff member should the casino management consult?
A customer is unhappy with their waiter, they want to complain to a staff member who can address their discomfort. Who should they look for?
A customer is unhappy with their waiter, they want to complain to a staff member who can address their discomfort. Who should they look for?
Flashcards
Travel Agent
Travel Agent
Plans and organizes travel and tour services for customers.
Tourist Information Assistant
Tourist Information Assistant
Provides travel-related information to tourists, like itineraries and traffic rules.
Travel Information Center Supervisor
Travel Information Center Supervisor
Supervises staff at travel information centers, ensuring quality service.
Hotel General Manager
Hotel General Manager
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Front Desk Receptionist/Agent
Front Desk Receptionist/Agent
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Housekeeping Attendant/Room Attendant
Housekeeping Attendant/Room Attendant
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Restaurant Manager
Restaurant Manager
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Dealer
Dealer
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Surveillance (Casino)
Surveillance (Casino)
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Pit Boss
Pit Boss
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Cage Cashier
Cage Cashier
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Casino Manager
Casino Manager
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Server
Server
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Bartender
Bartender
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Barista
Barista
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Executive Chef
Executive Chef
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Pastry Chef
Pastry Chef
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Line Cook
Line Cook
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Buss Person
Buss Person
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Food and Beverage Steward
Food and Beverage Steward
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Activity/Entertainment Department
Activity/Entertainment Department
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Service/Hospitality Department
Service/Hospitality Department
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Study Notes
- Tourism includes activities of persons traveling to and staying in places outside their usual environment
- Tourism caters to business, leisure, and other purposes.
- The tourism industry develops tourism to provide enjoyable experiences that contribute to economic growth.
- Many tourism entities aim to strengthen their potential in tourism development at local and regional levels
- Tourism involves different experiences with varying perceptions of the same tourism products/services
- Tourism products/services are perishable because they are consumed upon production and have no storage life
- Social, economic, and institutional factors influence travelers' decisions.
- Tourism means traveling to a different place for various purposes.
- Tourism involves traveling to a place for an activity and staying for a required time
Common Terms in Tourism and Hospitality
- Business travel is for commercial, governmental, or educational purposes, with leisure as secondary.
- Carrier refers to any provider of mass transportation, like an airline.
- Group rate refers to a negotiated hotel rate for conventions, trade shows, meetings, tours, or incentive groups.
- Hub is an airport or city serving as a central connecting point for aircraft, trains, or buses
- Incentive travel is a reward for top-performing workers who contributed to a company's success.
- Net rate refers to the price excluding the travel agent's commission.
- Travel product is anything bought by or sold to consumers, including accommodations, attractions, events, restaurants, and transportation.
- Travel seasons include peak season, off-peak season, and shoulder season.
- Peak season is the primary season for travel
- Off-peak season is when slow business occurs.
- Shoulder season refers to the travel period between peak and off-peak seasons.
Types of Tourism
- Different types of tourism depend on the length of stay, transport, distance, trip purpose, and price
- Basic tourism types include:
- Domestic: activities within one's country of residence
- International: crossing multiple country boundaries
- Inbound: visits by non-residents
- Outbound: visits by residents to another country
Other Types of Tourism
- Gay (LGBT) Tourism
- Caters to LGBT tourists seeking safe, friendly destinations
- Focus on cultural and safety issues
- Sample activities include promoting HIV/AIDS awareness, same-sex wedding ceremonies, and recognizing LGBT communities
- Beach Tourism
- Associated with coastal resorts due to the attraction of beaches
- Sample activities include beach hopping, scuba diving, snorkeling, and speed boating
- Virtual Tourism
- Allows virtual tours from home
- Uses videos, images, multimedia, narration, music, and sound effects for an immersive experience
- Facilitates previewing destinations/attractions
- Space Tourism
- Market segment within the aviation industry
- Gives tourists the ability to become astronauts
- Experience space travel for recreational, leisure, or business purposes
- Consists of space traveling and stargazing.
- Dark Tourism
- Visiting sites of natural or man-made disasters
- Includes places like Hurricane Katrina sites or Chernobyl
- Shopping Tourism
- Involves shopping in malls, theaters, parks, and museums
- Also encompasses touring cities and dining out
- Destinations can leverage this by developing unique shopping experiences
History and Development of Tourism
- World Tourism Day is celebrated on September 27 to bring sustainability to the tourism sector
- Early/Ancient Hospitality (around 40 BC):
- Hospitality services for social and religious gatherings
- Greeks developed thermal baths for recuperation and relaxation
- Romans provided accommodation for travelers on government premises
- Medieval Period:
- English travelers built inns as private residences, requiring permits to sell wine
- Caravanserais, monasteries, and abbeys in the Middle East offered refuge
- Persians developed inns and post houses for soldiers and couriers
- Renaissance and French Revolution (16th Century):
- Increased demand for inns and taverns
- Inns became lodging facilities, providing food and drinks which then became hotels
- Nishiyama Onsen Keiunkan in Yamanashi, Japan, founded in 705, is the world's oldest hotel
- 19th Century:
- The hospitality industry developed a proper organizational structure (1950s-1960s)
- Travelers sought relaxation away from daily routines
- The Industrial Revolution (1970s) facilitated hotel and casino construction in Europe, England, and America
- Modern Tourism and Hospitality Industry:
- Focus on the customer
- Hoteliers analyze trends to improve hotel life
- Hotels became technologically advanced reaching new heights in the 21st century
Tourism and Hospitality Careers
- Airline industry jobs:
- Flight Attendant: Ensures passenger safety, comfort, and provides service
- Ticket Agents/Reservation Clerks: Provide travel information, handle ticket sales and changes
- Airline Food Service: Plans quality meals
- Flight Dispatcher: Ensures flight safety and authorizes airline takeoff
- Operations Agents: Coordinates baggage transfer and arrival/departure announcements
- Airline Lounge Receptionist: Admits guests to lounges, serves refreshments, and attends to customer needs
- Crew Scheduler: Compiles flight crew duty rosters and maintains flying time records
- Gate Agent: Assists boarding passengers and checks tickets
- Passenger Service Representative: Assists passengers with special needs
- Travel Trade jobs:
- Tour Guide: Escorts visitors around tourist destinations
- Tour Operator: Markets tour packages wholesale
- Travel Agent: Plans travel and tour services for customers
- Accommodation Sector jobs:
- Hotel General Manager: Manages operations, sets service standards
- Front Desk Receptionist/Agent: Assists clients/guests
- Housekeeping Attendant/Room Attendant: Cleans guestrooms and common areas
- Concierge: Provides customer service and information
- Bell Attendant/Person: Assists with check-in/out and luggage
- Valet Runner/Valet Parking Attendant: Drives and retrieves customer vehicles
- Back of the House: Keeps things running efficiently behind the scenes with little guest contact
- Food and Beverage Sector jobs:
- Restaurant Manager: Oversees restaurant operations
- Cashier: Records orders and processes payments
- Server: Takes and Serves orders
- Bartender: Prepares and serves beverages
- Barista: Prepares coffee/tea
- Executive Chef: Creates menus, manages kitchen staff, and ensures food standards
- Pastry Chef: Makes desserts
- Line Cooks: Prepares food items
- Buss Person: Clears and cleans tables
- Food and Beverage Steward: Cleans dishware and kitchen
- Cruise Lines jobs:
- Activity/Entertainment Department: Deals with passenger entertainment and may include hosts, cruise directors, disc jockeys, performers, swimming instructors, and shore excursion staff.
- Service/Hospitality Department: Includes restaurant, bar, passenger cabin staff, retail workers
- Personal Care Department: Staff for fitness, beauty, spa, and medical services
- Deck Department: Maintains and runs the vessel
- Office Staff: Cruise company employees arranging cruises and performing office work
- Casino/Entertainment Sector jobs:
- Dealer: Operates games
- Surveillance: Ensures lawful activity
- Pit Bosses: Supervises gaming staff
- Cage Cashier: Manages the check and chip bank
- Technicians: Repairs gambling machines
- Casino Manager: Creates systems for casino profits
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