Topic 1 - Develop & Update Tourism Industry Knowledge PDF

DEVELOP AND UPDATE TOURISM INDUSTRY KNOWLEDGE PREPARED BY: MS. LEAH QUINTERO — Discuss the different Tourism Industry Sectors — Identify the social and cultural significance of tourism — Classify the range of job opportunities within the Tourism Industry — Identify the industry...

DEVELOP AND UPDATE TOURISM INDUSTRY KNOWLEDGE PREPARED BY: MS. LEAH QUINTERO — Discuss the different Tourism Industry Sectors — Identify the social and cultural significance of tourism — Classify the range of job opportunities within the Tourism Industry — Identify the industry expectations for Tourism Professionals — Understand industry working conditions DEFINITION OF TOURISM Tourism comprises the activities of persons traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes. (UNWTO)  TOURISM INDUSTRY: WORLD’S LARGEST INDUSTRY 1 2 3 A global economic INTERNATIONAL In 2019, global contribution (direct, international tourism TOURIST ARRIVALS indirect and induced) of worldwide grew 4% in revenue reached over 9.6 trillion U.S. approximately 1,481 2019 to reach 1,460 dollars in 2019 million billion  TOURISM INDUSTRY 2019  TOURISM INDUSTRY Tourism Industry has been divided into different sectors or areas. 1. Accommodation 2. Attractions 3. Destination 4. Events 5. Food & Beverages 6. Transportation 7. Travel Trade 8. Tourism Services  1. ACCOMMODATION Commercial facilities primarily intended to host stay over tourists for overnight stays. Accommodation Structure ACCOMMODATION JOB OPPORTUNITIES ROOMS DIVISION It has the largest number of employees and generates the largest amount of revenue for a hotel. — Positions in this area would include: ü Font-desk ü Housekeeping ü Reservations ü Guest Services ü Concierge — Possible Management Positions: ü Divisions Manager ü Front Desk Manager ü Executive Housekeeper ACCOMMODATION JOB OPPORTUNITIES SALES & MARKETING Provides revenue for a location by selling rooms and meeting space — Employees working for this area would: ü Generates Sales leads ü Plan and determine target market ü Monitor competition — Possible Management Jobs: ü Sales Director ü Marketing Director ü Account Manager  2. TRANSPORTATION § Businesses involved in conveying tourists by air, road, rail or water. § In the tourism industry, different factors that are considered when traveling to certain destinations: comfort while traveling convenience in taking a ride speed of travel PASSENGER TRANSPORTATION STRUCTURE TRANSPORTATION JOB OPPORTUNITIES OPERATIONS — Employees working in this area would: ü Have a good customer-service skills ü Understand scheduling of various types of transportation — Possible Jobs: ü Reservations Agent ü Flight Attendant ü Ticketing Agent ü Airport Representative ü Ground Crew ü Baggage Handlers  3. TRAVEL TRADE — Also known as Intermediaries: entities that facilitate and arrange travel packages for tourists and travelers. — Travel Intermediaries are more popular as travel agencies and tour operators.  TRAVEL TRADE INTERMEDIARIES Facilitates and arrange travel packages for tourist and travelers — Agents in this area would ü Recognize needs of guest ü Sell Travel Packages — Possible Jobs: ü Tour Operator ü Travel Consultants ü Reservation Agent ü Incentive Travel Specialist ü Travel Manager  4. DESTINATION A place for tourists to visit and stay, could be a country, state, region or city.  DESTINATION TYPES COASTAL URBAN RURAL DESTINATIONS DESTINATIONS DESTINATIONS  5. ATTRACTIONS § The major and minor attractions that attract visitors and generate revenue § Attractions includes: historic sites, heritage homes, botanical gardens, museums, hall of fame, art galleries, aquariums, zoos, water parks, amusement parks, casinos and cultural attractions. § Many attractions are educational in nature others are solely for entertainment.  ATTRACTION: ADVENTURE TOURISM & RECREATION § Includes everything from bird watching, to salmon fishing, horseback riding to white water rafting, golf to wilderness & trekking. § It draws those who want to experience a place that is natural and unspoiled and those who want active, unusual vacation. § IT focuses on Outdoor Adventure & Ecotourism  DESTINATIONS/ ATTRACTIONS JOB OPPORTUNITIES Job roles that are directly related to servicing the tourist or visitors at the local or regional level. — Possible Jobs: ü Tourism Officer / Manager ü Tour Guide 6. EVENTS A unique happening that bring people together for a purpose  TYPES OF EVENTS According According to According According to to Purpose the number to Impact (4C’s) of Frequency participants Emotional Celebrate Spiritual Commune Monthly Quarterly Cultural Convene Educational Commerce Annually Economic  The 4C’s of Events CELEBRATE CONVENE Lifecycle Events Meeting Religious Rituals & Ceremonies Conventions Commemorative ceremonies Conference COMMUNE COMMERCE Reunions Exhibits and Tradeshows Sporting Events Product Launches Hallmark Events Retail Events EVENTS & CONFERENCES — the MICE Industry is one of the fastest-growing and most lucrative areas of the tourism industry. — Its chief activity is business rather than leisure based, it also attracts both national and international visitors and has activities that include tourists and non-tourists EVENTS & CONFERENCES — Events Management requires research, design, planning, coordination and evaluation — Possible Jobs: ü Event Manager ü Event Planner ü Special Event Coordinator 7. FOOD & BEVERAGE Consist of Businesses that prepare food for Customers CLASSIFICATION OF FOOD SERVICE INDUSTRY 1. Commercial Food Service — Main goal is to provide food and beverage to customers for profit and create positive guest experiences. — Examples: Restaurants, hotel food service outlets, bars, clubs, cruise ship food service outlets, transportation food service outlets, food service in attractions, off-premise catering  CLASSIFICATION OF FOOD SERVICE INDUSTRY 2. Non-commercial or Institutional Foodservice — A budget-oriented enterprise that prepares and serves meals as a secondary support service to educational institutions and other organizations. — Examples: Schools, Healthcare facilities (hospitals, nursing homes), military or government institutions, corporations  CLASSIFICATION OF FOOD SERVICE INDUSTRY 3. Management Company or Food Service Contractors — If institutions lack expertise to operate F&B service operation efficiently, they could contract with a Food Service Contractor to run their business for them. — Examples: ARAMARK and SODEXHO: food service provider of airlines and railways and factories, offices and other workplaces. FINE HOST, OGDEN ENTERTAINMENTSERVICES for recreational areas.  FOOD & BEVERAGE OPERATIONS Managers in this area would: Possible Jobs: Functions that are dealt - Ensure proper staffing Restaurant Manager, with on a daily basis to - Make sure operations run Contract Food maintain a business. Service Manager, smoothly and efficiently - Adhere to government Food & Beverage Director regulations FOOD & BEVERAGE PRODUCTION Daily planning and producing quality food items Managers in this area must know how to do: Staff schedule Train employees Possible Jobs: Purchasing Director, Receiving Manager, Chef  FOOD & BEVERAGE SERVICE Providing quality food in a prompt and efficient way. Managers in this area would: ü Satisfy guest needs Possible Jobs: üCatering Manager üBanquet Manager üBeverage-Service Manager ü Convention Service Manager  8. Tourism Services The tourism services sector is made up of the organizations, associations, government agencies and companies that specialize in serving the needs of the tourism industry as a whole rather than the needs of travellers specifically.  TOURISM SERVICES — They are involved in the planning, research, and destination marketing programs — Tourism related job opportunities within the government sectors: ü Advertising & Promotion ü Public relation & media liaison ü market research & analysis ü Tourism product development ü Special Events Coordinator  SOCIAL & CULTURAL SIGNIFICANCE OF TOURISM TOURISM INDUSTRY as As workers in the often describe as industry we also have Tourism actually “People Industry” plenty of face to face encourages such social meaning that the very personal contact with interaction, particularly nature of the activity or our customers and when people are in the experience ensure clients, particularly the holiday mode. that you will meet new the visitors or guest people in new places. using our services.  SOCIAL & CULTURAL SIGNIFICANCE OF TOURISM Better Quality of Life Understanding other people The Economic benefits of tourism (such as increased business § TOURISM encourages us to learn activity, employment about and perhaps attempt to opportunities, and improvements understand the different of facilities and infrastructure) can lifestyles of other people. also be classed as social benefits § International Tourism helps to as they help to improve the promote cross cultural quality of life in local understanding communities.  TOURISM PROFESSIONAL Someone who is able calmly, Industry Expectation of staff: courteously and effectively to The Tourism Professionals meet customer needs and expectations while maintaining or achieving the objectives of the organization.  SERVICE ETHOS TOURISM PROFESSIONAL The outstanding qualities, Someone who is able calmly, attributes and characteristics courteously and effectively to a tourism professional meet customer needs and inherently possesses in the expectations while maintaining delivery of service to or achieving the objectives of customers. the organization. Industry Expectation of staff: The Tourism Professionals Industry Expectation of staff - The Tourism Professionals Personal Attributes The ability to communicate effectively and provide service in timely and helpful manners. Knowledge of the product we represents is usually also an essential requirements. The qualities that are most value to an employer are: Dedication, Honesty, Punctuality, positive attitude, and excellence in personal presentation  Industry Expectation of staff - The Tourism Professionals — Work Performance — There is the expectation that the People offering that service are able to do so efficiently, Knowledgeably, skillfully, ethically, and courteously. — Expectation of this in the workplace is not restricted to our customers. Our colleagues expect, as do our employers and if we are unable to perform accordingly to the established standards, we are not meeting the expectations. Industry Expectation of staff - The Tourism Professionals — Work Ethic ü Showing up (regularly) ü Arriving on time, ready to work ü Listening to and following instructions ü Willingness to learn (learning attitude) ü Performing quality work ü Displaying a positive “Can do” attitude. ü Completing work in a timely manner  INDUSTRY WORKING CONDITIONS  INDUSTRY WORKING CONDITIONS § For Hospitality based enterprise and Travel Operations (eg. Hotels, Cruise line, airlines) business operates every hour of every year. § Shifts and start time will vary. § There is a weekend work, night shifts and public holiday rostering, all of which suits many, but not everyone  INDUSTRY WORKING CONDITIONS § The working conditions in the various tourism sectors are as diverse as the industry itself, however controls do exist for some consistency in terms of minimum wages, occupational health and safety, working hours, leave entitlement and so on. § Employers are bound by legislations that dictates the working conditions but there will still exist variances in how this is observed and or enforced. DO YOU HAVE ANY QUESTIONS?  REFERENCS: 1) www2.unwto.org 2) Vivienne O’ Shannessy, Dean Minett, Geoff Hyde, (2008) The Road to Tourism skills for the New professionals 2nd edition, published Pearson Education Australia