Midterm Review - Destination Mgmt. PDF

**Intro:** 1. Know the world's top-ranked countries in terms of international tourist arrivals and receipts. a. International Tourist Arrivals: France b. International Tourisms Receipts: United States c. Popular City (arrivals): Istanbul, Turkey 2. Be aware that inbound tou...

**Intro:** 1. Know the world's top-ranked countries in terms of international tourist arrivals and receipts. a. International Tourist Arrivals: France b. International Tourisms Receipts: United States c. Popular City (arrivals): Istanbul, Turkey 2. Be aware that inbound tourism is an export 3. Be aware of the contribution of travel industry to the U.S economy d. In 2019, \$2.25 Tn (8.9% of US GDP) e. In 2023, \$2.36 Tn f. In 2024, \$2.51 Tn (9.0% of US GDP) g. In 2034, \$3.10 Tn (9.5% of US GDP) **Concepts (Chapter 1-3)** 1. Know what a tourism destination is from the supply & demand perspective a. Supply perspective: a political boundary, ranging from a continent, a country, a state, or province, to a city or town. b. Demand perspective: a geographic space in which a cluster of tourism resources exist. i. 2. Be aware of key categories of stakeholders in destination management c. Tourists d. Tourism Sector Organizations e. Community f. Environment g. Government 3. Know the rationale for DMO establishment h. DMO is formed as a consequence of a community seeking to become formally organized to attract visitors. ii. "Cooperate to complete" i. Many of first DMOs were primarily "boosters" iii. Short-term economic gains iv. Little consideration of other impacts 4. Be aware of the uniqueness of destination mgmt. and marketing j. Lack of control over the quality of services & products k. Lack of a pricing function l. Need to serve the requirements of many organizations m. Need to build consensus among stakeholders n. Need to be sensitive to the interests of residents o. Need to demonstrate broad economic benefits p. Difficulty in measuring performance 5. Be aware of key types & general role of DMOs q. National DMOs r. State, Provincial, and Territorial s. Regional t. County and City 6. Be aware of the history of DMOs u. 1864 -- first RTO (Switzerland) v. 1896 -- first CVB in USA (Detroit) w. 1901 -- first NTO (New Zealand) x. 1903 -- first STO (Hawaii, USA) v. Most NTO formed after WWII vi. Most RTOs formed in the 1980s & 1990s 7. Know the key role of DMOs in destination management y. Planning & Research z. Partnerships & Team building a. Visitor Management b. Leadership, Coordination, and Governance c. Destination Social Responsibility (DSR) & Sustainable Tourism d. Crisis Management e. Product Development f. Stakeholder Relationships & Involvement g. Marketing, branding, and communications 8. Distinction between destination marketing and destination management h. Destination management is the LARGER concept that includes destination marketing. 9. Be aware of the 10As as a set of attributes judging the **success of destinations** i. Awareness, attractiveness, availability, accessibility, appearance, activities, assurance, appreciation, action, accountability. 10. Familiarize yourself with the idea of quality of life and its dimensions j. Residents\' satisfaction with life & their feelings of contentment or fulfillment with experiences in the world. k. The dimensions (8+1) vii. Material living conditions viii. Productive or main capacity ix. Health x. Education xi. Leisure & Social Interactions xii. Economic Security & Physical Safety xiii. Governance & Basic Rights xiv. Natural & Living Environment 11. Thoroughly understand the distinction between objective and subjective wellbeing and the PERMA wellbeing model l. Objective Wellbeing: life conditions that residents have including resources (Such as income and housing) and opportunities. m. Subjective Wellbeing: about resident feelings. Level of happiness is included. xv. Pleasant affect (pride, joy, ecstasy) xvi. Life satisfaction (desire to change life, satisfaction with current life) xvii. Negative affect (anger, depression, sadness) n. **The PERMA Model** xviii. Positive Emotions (feelings of contentment & joy) xix. Engagement (being absorbed or interested in an activity) xx. Relationships (feeling loved, valued & supported by others) xxi. Meaning (sense of direction & purpose in life) xxii. Accomplishments (achievement -- feelings of mastery) 12. Vocab Words Word Definition Word Definition ----------------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ ------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Destination Geographic area that attracts visitors DMO Teams of tourism professionals that lead & coordinate all tourism stakeholders Sustainable Tourism Tourism takes full account of its current & future economic, social, and environmental impacts, addressing the needs of visitors, industry, the environment, and host communities. Responsible Tourism Taking responsibility as a consumer or provider of tourism experiences, services, and products. Destination Mgmt. Professional approach to guiding all of the efforts in a place that has decided to pursue tourism as an economic activity. Destination Stewardship Process by which local communities, governmental agencies, NGOs, and tourism industry take a multi stakeholder approach to maintain the cultural, environmental, economic, and aesthetic integrity of their country region, or town. Regenerative Tourism Sustainable way of traveling\... Visitors to have a positive impact on their holiday destination; they leave it in a better condition than how they found it. Greenwashing Unjustified appropriation of environmental virtue by a company, an industry, a government, a politician or even a non-government org to create pro-environmental image, sell a product or a policy and rehabilitate their standing with the public & decision makers after being embroiled in controversy. Destination Social Responsibility (DSR) When destinations & their DMOs take responsibility for the impacts of tourism & their actions on their communities & societies in general. Community Based Tourism (CBT) Local residents (often rural, poor, and economically marginalized) invite tourists to visit their communities with the provision of overnight accommodation. Ecotourism Aims to minimize its impact on the environment & support local communities while traveling to natural areas. Overtourism Destinations where hosts or guests, locals, or visitors, feel that there are too many visitors & that the quality of life in they are of the quality of the experience has deteriorated unacceptably. Resident Sentiment Local residents' overall perceptions/views of & emotional dispositions toward tourism developments, in which attitude is only 1 constituent part & behavior is implied. **PLANNING & CRISIS MGMT. (CH 4 & 11)** 1. Be aware of key benefits of tourism destination planning a. Clear future directions b. Greater attention & emphasis for tourism c. Vision & Goals for Tourism d. Identification of Opportunities e. Shared Plan Ownership f. Implementation & Evaluation Guidelines 2. Be aware of timeframes for & naming of tourism plans g. **Tourism plan or tourism master plan**: long-term plan for 10 or more years. h. **Tourism strategy:** medium-term plan for 5-9 years. i. **Tourism action plan**: short term plan for 2-4 years. 3. Know key elements of tourism planning process (5Ps) j. Policy k. Principals l. Participants m. Process n. Plan 4. Be aware of distinction between supply vs. demand perspective o. Supply Side (service providers) i. Restaurant, Transportation, Hotel, Attraction, Shops, Airport 1. Includes service providers which **independently** produce services to meet the needs of tourists. 2. Consider how to provide excellent quality service to customers; **coordination with other providers** may not be considered. p. Demand Side (visitors/customers) ii. Concerned also about many factors **outside individual facilities** iii. Travelers are concerned about: 3. Quality of service of individual providers 4. Price, ease, and comfort of access 5. Convenience to have their other needs satisfied such as shopping, banking, and food diversity. 5. Be aware of distinction between vision, mission, and value q. Vision: inspiration portrait of an ideal future (setting a new horizon for tourism in a destination) iv. Ex: belong everywhere r. Mission: statement about what is expected to be achieved & measured DMOs business & scope, services, markets, and philosophy) v. Ex: to create a world where anyone can belong anywhere\... focused on creating end-to-end travel platform that will handle every part of your trip s. Value: guiding principles, a code of conduct, or a culture code that explains how the organization intends to operate in accordance with those **values,** a value statement makes a promise. 6. Understand the distinction between crises and disasters and their categories t. **Crises:** event or circumstance that severely comprise or damage the demand, tourism sector, marketability, and reputation of a tourism destination. u. **Disasters:** serious disruptions to the functioning of a community that exceed its capacity to cope using its own resources. vi. Natural, human-made & technological hazards, as well as factors that influence the exposure & vulnerability of a community. v. The Categories: vii. Natural disasters viii. Security crises ix. Economic & financial crises x. Health safety crises xi. Environmental safety crises xii. Accidents & calamities xiii. Public opinion crises 7. Thoroughly understand the 4Rs process AND 8. Be aware of steps in preparing crisis plan w. Reduction (pre-crises) \-- understanding the specific risks to the destination xiv. Identify & analyze potential risks xv. Build awareness xvi. Enhance political awareness & gain support xvii. Form Tourism Crisis & Disaster Mgmt. Group xviii. Develop standing operating procedures (SOPs) x. Readiness (pre-crises) \-- preparing for potential crises & disasters xix. Prepare crisis management plan xx. Develop communication strategy xxi. Detail health & safety measures y. Response (crises) \-- taking actions immediately & in the medium-term following a crisis or disaster. xxii. Action response procedures xxiii. Launch communication plan xxiv. Gather ongoing data on crisis or disaster z. Recovery (post crisis) \-- taking actions required for the destination to recover from a crisis or disaster. xxv. Measure effectiveness of planning xxvi. Address human resource issues xxvii. Prepare business continuity plan xxviii. Debrief & Determine Lessons learned 9. Develop a good understanding of the contents of a crisis communication plan a. Crisis Integrated Marketing Communications b. E-Marketing c. Advertising d. Sales Promotion e. Merchandising f. Sales g. Public relations & publicity Word Definition ------------ ------------------------------------------------------------------------------------------------------------------------------------------------------------- Vision Inspiration portrait of an ideal future Mission Statement about what is expected to be achieved & measured. Resilience Ability of a system to reduce the chances of a crisis occurring, migrate the impacts of a crisis, and recover its essential structures & functions quickly. **Destination Product (Chapter 7)** 1. Know the key components of destination product: physical products, people, packages, and programs. a. Physical Products: transportation & infrastructure b. People: guests & hosts i. Visitor Mix, Quality Assurance, Welcoming Services ii. Service quality training, community awareness, hospitable environment c. Packages: theme/route, partnerships, online offers d. Programs: events, festivals, activities, experiences 2. Thoroughly understand the Definition of Tourism Area Life Cycle (TALC) e. Process describing how a destination starts off slowly with visitor \#s limited by the facilities & access. f. As the destination attracts more visitors, amenities are improved, and visitor \#s grow rapidly towards & sometimes BEYOND the carrying capacity of the destination. iii. The model's purpose is to draw attention to the dynamic nature of destinations & propose a generalized process of development & potential decline which could be avoided by appropriate interventions (of planning, management, and development, or the management of resources. 3. Be aware of hard vs. soft product development g. Hard: physical products, people, programming iv. Ex: attractions/infrastructure, tourism training schools/colleges, performance centers/show grounds. h. Soft: people, packaging, programming v. Ex: workforce development, themed itineraries, financial assistance festival creation/marketing. 4. Know Ansoff's Growth Strategy Matrix i. Strategic planning tool used by businesses to identify potential growth opportunities by considering whether to sell existing products in new markets, develop new products for existing markets, or both introduce new products & enter new markets. 5. **Be aware** of principles of destination product development j. Market Penetration: encourage more use of existing products by existing markets. k. Product Development: introduce new products for existing markets l. Market Development: find new markets for existing products m. Diversification: introduce new products for new markets. 6. Be able to provide examples about packaging & programming n. The Bihar State Tourism Development Cooperation (2022) in India\... created ready-made packages that are based on itinerary circuits related to Buddhism & the Sikh and Jain religions. o. Thematic itineraries, routes, or trails, and assisting in the establishment of product clubs. p. Themed driving tours -- Heritage Trail Driving Tour & supports this with a map & an audio podcasts that are available from its website. q. Creating new event/festival \-- HKTB introduced the Hong Kong Wine & Festival in 2009. 7. Know DMO roles in packaging & programming r. Provide training for tourism operators on how to develop effective packages s. Encourage tourism stakeholders to develop new packages with marketing or financial assistance t. Create new packages themselves & either offer the packages for sale directly to the public or find tourism stakeholders to do the distribution and sales. 8. Be aware of roles & benefits of interpretation u. Communicating issues & concerns v. Deepening understanding w. Encouraging appropriate visitor behaviors x. Enhancing visitor satisfaction & experiences y. Entertaining z. Informing tourists a. Managing visitors b. Presenting content 9. Know the steps in effective product development c. Determine destination's positions on TALC & identify individual sub-product cycles w/in that. d. Decide on dimension of tourism quality w/in destination & introduce tourism quality mgmt. Program e. Identify set of basic principles for destination product development, including sustainable tourism approaches & practices. f. Prepare TPD strategy as component for overall tourism destination plan g. Identify opportunities & needs for new physical product developments h. Develop comprehensive visitor info i. Advise & assist tourism operators & other tourism stakeholders to achieve higher level of accessible tourism j. Work collaboratively with transportation & other regulatory agencies k. Encourage the development of a wider assortment of packaging & programming offers that appeal to identified markets trends & needs l. Assist stakeholders in crafting visitor experience m. Create specific programs to increase quality of interpretation in destination Word Definition --------------------- ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Destination product Combination of tangible and intangible elements that make up a destination & create a visitor experience. Interpretation Work of revealing to such visitors as desire the service, something of the beauty and wonder, the inspiration and spiritual meaning that lies behind what the visitor can with his sense perceived. **Destination Governance (Ch. 6)** 1. Be able to distinguish destination governance, leadership, and coordination 2. Know characteristic of good governance 3. Understand key dimensions of governance, particularly accountability and transparency 4. Be aware of DMO organi8zation structure, particularly the role & functions of board and board chairperson 5. Thoroughly understand potential funding mechanisms and sources for DMOs and be able to distinguish public funding sources & private revenue sources 6. Be aware of the growing popularity of Tourism Improvement Districts (TIDs) as a new source of public funding 7. Know the 3 primary purposes of DMO budget allocation Word Definition ------------------------ --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Destination governance How a DMO is administered & who does the administering. Involved policies, systems, and processes to ensure that all stakeholders are involved & that the DMO is accountable for its results & resource usage & has a high level of transparency. By-Law Set of rules that can be included in the constitution of an organization\... amended by the organization\'s directors & confirmed by members. **Visitor Management (Ch.10)** 1. Be aware of the meaning, causes, and solution of overtourism a. Meaning: destinations where the host or guests, locals, or visitors, feel that there are too many visitors and that the quality of life in the area or the quality of the experience has deteriorated unacceptably. b. Causes: i. Wealth, low-cost transportation, technology, social media, inadequate infrastructure, overpromotion, lack of regulation/mgmt., increasing number of tourists, overdevelopment, and private c. Solutions: limiting transportation options, making it more expensive, better marketing & education, better collaboration among stakeholders, protecting overcrowded areas, encouraging off-peak travel, education & awareness campaigns. 2. Be aware of the ADVICE model for visitor management d. That visitors to destinations interact with various organizations, the environment, and local communities. e. The Model ii. Authority: various government agencies iii. Destination: DMO, planning, marketing, branding, communications iv. Visitor: leisure, business, VFR, and personal v. Industry: tourism sector stakeholders vi. Community: resident quality of life & wellbeing; other impacts vii. Environment: natural & cultural heritage resources 3. Be aware of the reasons for & benefits from visitor management f. Reasons: viii. \(1) Resource protection & conservation (2) Visitor planning, monitoring, and management (3) visitor safety & security (4) visitor interpretation, education, and information (5) visitor expectations, experiences, enjoyment, and satisfaction (6) visitor behavior (7) Yield management (8) Other reasons ix. \(1) Improved & expanded interpretation & information (2) More community & stakeholder involvement (3) Greater harmony w/ local residents (4) increased visitor safety & enjoyment (5) higher economic yield (6) better resource protection & conservation 4. Thoroughly understand & be able to match the 6 forms of carrying capacity with their definition g. Physical Carrying Capacity: capacity is reached when the sites/infrastructure can no longer support the \#s of visitors. h. Ecological carrying capacity: reached when native wildlife populations are endangered due to visitor activities. i. Environmental carrying capacity: reached when environmental problems start to occur due to visitor interaction with the environment. j. Social carrying capacity: reached when visitors can no longer tolerate the behavior of other visitors, or local people can no longer tolerate visitors. k. Perceptual carrying capacity: reached when visitors no longer enjoy themselves due to observable damage caused by previous visitors. l. Economic carrying capacity: reached when beneficial local activities can no longer be carried out due to tourism. 5. Know the role of DMOs in visitor interpretation, education, and information m. Visitor, Interpretive or Nature Centers n. Tour Guiding o. Self-Guided Itineraries, Trails, and Maps p. Interpretive Signage q. Viewing Platforms, Telescopes, and Hides r. Brochures, Maps, Posters, and Printed Guides s. Smartphone & Tablet Apps t. Videos u. Websites & Social Media 6. Be aware of how visitor expectations, experiences, enjoyment, and satisfaction are linked together v. Expectations: when people select a destination, they have prior expectations of how it'll perform when compared to their ideal levels of performance. w. Experiences: there are several phases of visitor experiences, provide real-time & updated info, 1-on-1 communication through social media channels. x. Enjoyment: questions on a visitor survey to find out if visitors enjoyed their experiences within the destination. y. Satisfaction: affects visitors willingness to recommend the destination & the intention to return, influences what visitors communicate in social media (UGC). 7. Know the uniqueness of destination yield management & the "five rights" z. Yield management is a process that a destination applies to maximize visitor expenditures within a given time period. x. Involves consideration of market segments, pricing levels, seasons and time periods, and economic conditions. xi. Forecasting demand, yield, maximize expenditures, constraints, conditions. a. The 5 Rights: xii. Right products & experiences: DMOs must select to market the products and experiences with the greatest expenditure potential. xiii. Right customers: target markets with the greatest expenditure-generating potential must be selected. xiv. Right times: need to be varied by season & time of year & according to economic conditions. xv. Right prices: excessive discounting & other price-cutting approaches are to be avoided & full cost-recovery guaranteed. xvi. Right channels: distribution channels that deliver the highest prices should be chosen over those that require deep discounts.