Tourism and Hospitality Industry PDF

TH2108 Overview of the Tourism and Hospitality Industry Definition of Tourism The United Nations World Tourism Organization (UNWTO) defines tourism as the activities of persons traveling to an...

TH2108 Overview of the Tourism and Hospitality Industry Definition of Tourism The United Nations World Tourism Organization (UNWTO) defines tourism as the activities of persons traveling to and staying in places outside their usual environment for business, leisure, and other purposes. That is why the tourism industry revolves around providing enjoyment and pleasurable experiences that stimulate economic development. As it is largely responsible for economic growth, the balance of payments, employment, and regional balances in individual countries and across regions, numerous tourism entities are looking forward to reinforcing their potential in tourism development on the local and regional levels. Tourism Core Concepts and Definition of Terms Below are the characteristics of tourism, as evident from the definition discussed above. These provide an understanding of tourism at a conceptual level (Technofunc, 2020). Tourism may involve a variety of experiences. Every individual tourist may have different perceptions about the same products/services of the tourism industry. Tourism is always about the experience that the customer makes. The products and services of the tourism industry are perishable. This means that they are consumed as soon as they are produced and cannot be stored for the future. Social, economic, and institutional factors affect travelers’ decisions. Travelers’ decision-making process helps tourism businesses gain insights for effective marketing and advertising techniques to reach their target market. Tourism means traveling to a different place for various purposes. It is the complete activity of traveling to a place for some activity and staying there for some time as required by the purpose of travel and the activity for which one is going. Commonly Used Terms in Tourism and Hospitality The hospitality and tourism industry can be a complicated place to navigate, especially when dealing with large vendors and distributors. Here are some of the most commonly used terms, according to Jason Morehouse (2009). ▪ Business Travel – It refers to travel for commercial, governmental, or educational purposes with leisure as a secondary motivation. ▪ Carrier – It refers to any provider of mass transportation, usually used by an airline. ▪ Group Rate – It refers to a negotiated hotel rate for a convention, trade show, meeting, tour, or incentive group. ▪ Hub – It is an airport or city that serves as a central connecting point for aircraft, trains, or buses from outlying feeder airports or cities. ▪ Incentive Travel – It refers to travel offered as a reward for the top-performing workers with a huge contribution to the development, marketing, and operation of a company. ▪ Net Rate – It refers to the price without the travel agent's commission. ▪ Travel Product – It refers to any product or service bought by or sold to consumers of trade, including accommodations, attractions, events, restaurants, and transportation. ▪ Travel Seasons – The travel industry business cycles include peak season, the primary season for travel, and off-peak season when slow business occurs. There is also a shoulder season term, referring to the travel period between the peak and off-peak seasons. 01 Handout 1 *Property of STI Page 1 of 7  TH2108 Types of Tourism According to Carlos Libosada and Carmela Bosangit (2007), different types of tourism can be recognized depending on the length of stay, mode of transport used, distance traveled, the purpose of the trip, and the price paid by tourists. Broadly speaking, there are basic types of tourism, namely: Domestic Tourism – This refers to visitors' activities within their country of residence and outside of their home. For example, a Filipino visiting other parts of the Philippines. International Tourism – It refers to the activities of a resident who crosses the boundaries of many countries, uses different currencies, faces different languages, and meets different types of people. For example, a Filipino visiting other European countries. Inbound Tourism – It refers to the activities of a visitor from outside of the country of residence—for example, a Korean visiting the Philippines. Outbound Tourism – It refers to the activities of a resident visitor outside of their country of residence. For example, a Filipino visiting Korea. Various types of tourism are developed nowadays and have become popular. Many categories of tourism can be found in any country and accepted globally. Other Types of Tourism Tourism can be described according to the activities engaged in by tourists and their several purposes for traveling. Type of Tourism Description Sample Activities for Tourists Gay Tourism Also known as LGBT (Lesbian, Gay, Bisexual, Promoting Human Transgender) tourism, this caters to LGBT Immunodeficiency Virus (HIV)/ tourists looking to travel to safe and friendly Acquired Immunodeficiency destinations and are mainly concerned with Syndrome (AIDS) awareness, cultural and safety issues. attending same-sex wedding ceremonies, and recognizing LGBT communities over the world. Beach Tourism This kind of tourism at coastal resorts often Beach hopping, scuba diving, results from an inevitable attraction to the snorkeling, speed boating, and beach. other water activities. Virtual Tourism This offers the ability to take a virtual tour of Previewing destinations/attractions an attraction from home. The combination. of videos and still images with multimedia, such as narration, music, and sound effects, offers an immersive experience for the user. This new technology gives travelers the ability to see what they are getting into before taking a trip. Space Tourism This is another niche segment of the aviation Visiting space museums, witnessing industry seeking to give tourists the ability rocket launches, space traveling, to become astronauts and experience space and stargazing. travel for recreational, leisure, or business purposes. 01 Handout 1 *Property of STI Page 2 of 7  TH2108 Dark Tourism The act of dark tourism is somewhat Visiting sites of natural disasters, controversial, with some viewing it as an act like Hurricane Katrina, or man- of respect and others as an unethical made disasters, like the Chernobyl practice. Lesser-known dark tourism nuclear meltdown attractions might include cemeteries, zombie-themed events, or historical museums. Disaster tourism, which is the act of visiting locations that have been subjected to man-made or natural environmental disasters, is considered a sub-sector of dark tourism. Shopping Tourism Destinations have an immense opportunity Visiting shopping malls, theaters, to leverage this new market trend by parks, museums, and buildings of developing authentic and unique shopping historical and architectural values, experiences that add value to their touristic touring cities, and dining out. offer while reinforcing and even defining their tourism brand and positioning. History and Development of Tourism In 1980, the UNWTO announced the day of September 27 as “World Tourism Day.” The idea of this celebration is to bring sustainability to the tourism sector worldwide. What tourism is today results from the growth and developments in the industry for the past two (2) millennia. Here is how tourism evolved with time (Soeg, 2021). ▪ Early/Ancient Hospitality - According to experts, it was around 40 BC when hospitality services for social and religious gatherings were quite common. About this time, Greeks came up with thermal baths designed for recuperation and relaxation. These thermal baths are said to be the origin of what is known as the modern-day spa. Then came the Romans, who provided accommodation for travelers on government premises. ▪ Medieval Period - This era started with English travel and excursions when they built inns as their private residences. They had to garner a permit to import and sell wine which later led to the spread of hospitality elsewhere. These provided resting destinations for caravans (group of travelers on a journey) in Middle Eastern routes along with the monasteries and abbeys. These places became the first establishments to offer refuge to travelers. The Persians along the caravan route developed inns and post houses (a house or inn for exchanging post-horses and accommodating postriders). These were used to provide accommodations and nourishment to both soldiers and couriers. ▪ Renaissance and French Revolution - In the 16th century, the demand for inns and taverns increased multiple folds. In the early 1800s, “inns” were the only lodging facilities available for tourists. A lot of inns were established before the 19th century. But since lodging was not just about bedding and resting facility anymore, they started providing food and drinks to the travelers. And soon, the element of luxury started to blend in, giving birth to hotels. Nishiyama Onsen Keiunkan, Yamanashi, Japan, is a hot spring hotel certified by Guinness World Records as the oldest hotel in the world. It was founded in 705 and has been owned by the same family for 52 generations. ▪ 19th Century - The hospitality industry as an organized industry was formed in the 1950s or 1960s when a proper structure was built. Travelers always sought hospitable places to kick back and relax, away from all the hustle and bustle of everyday routine. The industrial revolution, which began in the 1970s, facilitated the construction of hotels and casinos in Europe, England, and America. 01 Handout 1 *Property of STI Page 3 of 7  TH2108 ▪ Modern Tourism and Hospitality Industry - Despite all the industry's changes, the customer has always been the center. Today’s hoteliers analyze new trends to define better criteria and provide modern standards to improve the quality of life in hotels. It is consistently evolving to become more advanced. In this new century, the hotels reached new heights. Some of the tallest hotels were built in the 21st century, made possible by technological advancements. Tourism and Hospitality Careers The following are the several career opportunities in each tourism sector (Cruz, 2019). Airlines – Short-term economic stresses may cause problems, but long-term prospects for airline careers are bright. Here are some jobs in the airline industry: o Flight Attendant – The main responsibility of a flight attendant is to make sure passengers are safe and comfortable. Next, it must provide great customer service. o Ticket Agents, Reservations Agents, or Reservations Clerks - They provide travel information to airline customers. Ticket agents work at an airline’s ticket or baggage counter. They also handle airline ticket sales and reservation changes and provide information on aircraft boarding. o Airline Food Service – This is a back-office position but one of the essential jobs in the airline industry. It is a service that involves planning the quality of meals to attract potential passengers. o Flight Dispatcher - Flight dispatchers are responsible for ensuring the safety of an aircraft’s flight and permitting specific airlines to take off. o Operations Agents – They coordinate baggage transfer for connecting flights while taking on new luggage at stopover airports. These agents are also responsible for announcing arrivals and departures. o Airline Lounge Receptionist – An airline receptionist admits guests to airline lounges to serve snacks and beverages, verifies membership cards, attends to customers' concerns and inquiries, relays a request for paging and telephone services, and accompanies passengers to departure gates and other terminal facilities. o Crew Scheduler – Compiles duty roster of flight crews and maintains crew members’ flying time records. o Gate Agent – Assists passengers and checks flight tickets at entrance gates or stations when boarding to ensure that passengers have corrected flights or seats. o Passenger Service Representative – Renders various personal services such as taking care of company officials, distinguished persons, foreign-speaking passengers, giving aid to sick or injured passengers, and obtaining medical assistance. Travel Trade – It is comprised of people and companies that resell travel products and services they have bought and/or reserved from other parties. Here are some jobs in the travel trade sector: o Tour Guide – A tour guide escorts visitors around tourist destinations and attractions. o Tour Operator – A wholesale agent of the travel industry and markets tour packages. o Travel Agent – Plans and organizes travel and tour services for customers. 01 Handout 1 *Property of STI Page 4 of 7  TH2108 o Tourist Information Assistant – Provides information and other services that tourists might need for their entire travel, such as itineraries, traffic regulations, and alike. o Travel Information Center Supervisor – Supervises and coordinates activities of workers engaged in welcoming motorists and provides information such as directions, road conditions, and vehicular travel regulations. Accommodation Sector – It is composed of personnel in-charge in providing lodging services to guests. Here are some careers in the accommodation sector: o Hotel General Manager – Ensures efficient and profitable operations, establishes standards in providing customer service, and delegates authority and tasks to personnel. o Front Desk Receptionist/Agent – A customer service professional who is the first point of contact for clients or guests who need assistance. o Housekeeping Attendant/Room Attendant – S/He is responsible for regularly cleaning guestrooms and common areas, working quickly and thoroughly with a trustworthy character, detail-oriented, with good stamina. S/He organizes all areas of guestrooms according to established standards, reports inconsistencies or damage to the housekeeping supervisor, and initiates maintenance requests when necessary. o Concierge - Provides a top-tier customer service experience for hotel guests, welcomes them, and provides details on current events, festivities, attractions, and other requested information. o Bell Attendant/Person – Assists guests with check-in and checkout processes and escorts them to their room while assisting them with their luggage. o Valet Runner/Valet Parking Attendant – Drives vehicles for customers in a parking lot or garage and retrieves them upon request. o Back of the House - Keeps things run efficiently behind the scenes, have minimal guest contact, and are mostly found in the employee area such as administrative personnel, engineers, and maintenance staff. Food and Beverage Service Sector – Food and beverage service establishments must have enough staff members to cater to customers' needs with a lasting impression of quality. Here are some of the lists of personnel who provide the standard in customer service. o Restaurant Manager – Plays a key role in every restaurant; oversees the overall operation of the establishment, including the general activities of all personnel. o Cashier - Accurately records customers’ orders and handles and processes payments. o Server - Takes and serves orders in a friendly manner to make a good customer experience. o Bartender - Prepares and serves a variety of beverages. o Barista - Specifically prepares several coffee blends or tea. o Executive Chef - Creates menus, manages kitchen staff, and ensures that food leaving the kitchen is up to standards. o Pastry Chef - Makes sweet treats for diners to enjoy at breakfast or dessert. 01 Handout 1 *Property of STI Page 5 of 7  TH2108 o Line Cooks – Prepare food items by cutting, chopping, mixing, and cooking food that can be found in one or multiple kitchen areas. They set up and stock food items and other necessary supplies. o Buss Person - Responsible for clearing and cleaning tables in preparation for the next customer. o Food and Beverage Steward - An essential member of any restaurant staff who makes sure dishware is spotless and keeps the kitchen clean and clear of garbage and hazardous clutter. Cruise Lines - The following are brief descriptions of some of the main positions aboard cruise ships: o Activity/Entertainment Department – This cruise department deals with anything relating to passenger entertainment. It may include hosts and hostesses, cruise directors and staff, disc jockeys, performers, swimming instructors, and shore excursion staff. o Service/Hospitality Department - This cruise department includes members working in restaurants, bars, and passenger cabins, as well as shipboard retail concessions like gift shops. o Personal Care Department – It includes staff members who work in fitness centers, beauty shops, spas, and medical services that are important to the passengers who signed up for the cruise to pamper themselves. Some positions in this department include fitness coach, dermatologist, masseuse (massage therapist), nurses, and wellness staff. o Deck Department - This cruise department is responsible for maintaining and running the vessel. It includes maintenance workers, engineers, and officers who are in charge of passenger safety. o Office Staff – This includes employees working in the cruise company’s main office arranging cruises or performing general office work. It includes administrative assistants, booking agents, sales/marketing staff, and clerical workers. Casinos/Entertainment Sector - Casinos focus on gambling and gaming services. They also contain restaurants, bars, retail shops, hotels, banks, and spas, making a wide range of positions available, plus the behind-the-scenes jobs for the gambling sections. o Dealer - Operates the games, collects and pays off chips or money, and plays the house hand. o Surveillance - This includes individuals who ensure no one is cheating or stealing and that all activity is lawful and follows regulations. o Pit Bosses - Supervise the gaming staff and tables in their designated areas. o Cage Cashier – Manages and controls the check bank, cage windows, chip bank, and main casino bank. o Technicians - Repair and maintain the different gambling machines, such as slot machines. o Casino Manager - Responsible for creating a system wherein customers win enough to return investments while ensuring that the casino makes enough profits. 01 Handout 1 *Property of STI Page 6 of 7  TH2108 References: Cole, S. (2015). Space tourism: Prospects, positioning, and planning. Journal of Tourism Futures, 1, 131-140. Retrieved from https://doi.org/10.1108/JTF-12-2014-0014 Cruise Job Finder. (2002-2021). Cruise Line Job Descriptions. M&L Research, Inc. Retrieved August 24, 2021, from https://www.cruisejobfinder.com/members/cruise/jobs/ Cruz, Z. (2019). Micro perspective of tourism and hospitality industry. REX Book Store. Ehinger, Benjamin. (2020, April 18). Virtual tourism | Breaking the boundaries of time & space. Travel Trend. Retrieved August 16, 2021, from https://www.trvltrend.com/technology/virtual-tourism/ Henderson, Isaac Levi. (2019). Space Tourism. The Role of Niche Aviation Operations as Tourist Attractions. Retrieved from https://www.sciencedirect.com/topics/social-sciences/space-tourism Historical background of the hospitality industry. (2021, August 23). Soeg. Retrieved August 24, 2021, from https://www.soegjobs.com/ Kachniewska, Magdalena. (2013). Towards the definition of a tourism cluster. JEMI. Retrieved August 16, 2021, from https://jemi.edu.pl/vol-9-issue-1-2013/towards-the-definition-of-a-tourism-cluster#top Libosada, Carlos; Bosangit, Carmela. (2007). Introduction to tourism. Pasig: Anvil Publishing, Inc. Morehouse, J. (2009, August 14). Hospitality & Tourism Glossary. Checkfront. Retrieved August 11, 2021, from https://www.checkfront.com/blog/hospitality-glossary Picken, Felicity. (2017). Beach Tourism. ResearchGate. Retrieved August 16, 2021, from: https://www.researchgate.net/publication/323596155_Beach_Tourism Technofunc. (2012, March 30). What is Travel & Tourism?. Retrieved August 16, 2021, from https://www.technofunc.com/index.php/domain-knowledge/travel-and-tourism-domain/item/what-is-travel- tourism Tomas Liz. (2018, December 2). List the types of jobs found at casinos. Career Trend. Retrieved August 24, 2021, from https://careertrend.com/how-to-become-a-casino-cage-cashier-12606927.html The Essential Guide to Restaurant Positions and Job Descriptions. (2003). WebstaurantStore. Retrieved August 24, 2021, from https://www.webstaurantstore.com/article/120/restaurant-positions-and-job-descriptions.html UNWTO (2012). Global Report on LGBT Tourism. World Tourism Organization. doi:https://www.e- unwto.org/doi/pdf/10.18111/9789284414581 World Tourism Organization (UNWTO). (2021). Shopping Tourism. Retrieved from https://www.unwto.org/shopping- tourism 01 Handout 1 *Property of STI Page 7 of 7