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1 Welcome International Name of trainer. 2 Welcome International outline (1) 1 Introduction 2 The international tourism industry 3 Welcoming the world.

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Presentation on theme: "1 Welcome International Name of trainer. 2 Welcome International outline (1) 1 Introduction 2 The international tourism industry 3 Welcoming the world."— Presentation transcript:

1 1 Welcome International Name of trainer

2 2 Welcome International outline (1) 1 Introduction 2 The international tourism industry 3 Welcoming the world 4 Winning words

3 3 Welcome International outline (2) 5 Communicating effectively 6 Identifying cultural expectations 7 Providing world-class service

4 4 Why are we here? (1) Identify the importance of overseas visitors Identify key international markets Use a range of basic words and phrases in the language of an overseas visitor Communicate effectively with international visitors Recognise and use appropriate body language

5 5 Why are we here? (2) Identify basic cultural differences Work successfully as part of a diverse team Anticipate visitor needs and provide practical assistance Deliver high standards of service to customers Encourage repeat business and promote products and services to overseas visitors

6 6 World tourism World tourism was valued at $856 billion in 2007 International arrivals reached an all-time record of 903 million in 2007 International tourism arrivals are expected to reach 1.56 billion by 2020 Source:

7 7 Top international tourism destinations 1 France 2 Spain 3 USA 4 China 5 Italy Source: 6 UK 7 Germany 8 Ukraine 9 Turkey 10 Mexico

8 8 China is expected to be the number one visitor destination country by 2020

9 9 Top 20 countries for visits to the UK (1) 1 USA 2 France 3 Germany 4 Irish Republic 5 Spain 6 The Netherlands 7 Italy 8 Poland 9 Belgium 10 Australia

10 10 Top 20 countries for visits to the UK (2) 11 Canada 12 Switzerland 13 Sweden 14 Norway 15 Denmark 16 India 17 South Africa 18 Japan 19 Czech Republic 20 Austria

11 11 On average, Saudi Arabians spend more per trip to the UK than visitors from any other country

12 12 Purpose of travel to the UK Leisure: holidays, short breaks, visiting friends and relatives, attending events, day trips Business: meetings, conferences, exhibitions, sales trips, incentive travel Study: learning English, obtaining a qualification

13 13 According to the Anholt-GMI Nation Brand Index, the UK is in 17th place for being a country where people would make you feel welcome – Canada is in first place

14 14 The cost of products and services in the UK can appear very high to visitors from many countries, and this can create very high expectations

15 15 “The 2012 Olympic and Paralympic Games provide the biggest opportunity for British tourism in a generation. 50-70 per cent of the net economic benefit – at least £2 billion – will come via this important industry.” Tom Wright, Ex-Chief Executive, VisitBritain

16 16 Travelling to the UK by sea Dover Harwich Hull Newcastle upon Tyne Newhaven Plymouth Poole Portsmouth Weymouth

17 17 World languages There are approximately 7,000 languages spoken in the world 5,000 languages are spoken by less than 100,000 people 1,500 languages are spoken by less than 1,000 people

18 18 Only 20% of the world’s population speak English, and over 50% of our overseas visitors don’t speak English as a first language

19 19 Major world languages Chinese (Mandarin) Hindi Spanish English Arabic Portuguese

20 20 Private schools in India usually teach in the medium of English, so more affluent visitors from India often speak good English

21 21 There are substantial Japanese speaking populations in Brazil and the USA

22 22 Chinese is the probably the oldest surviving writing system in the world. Mainland China adopted simplified characters in 1956, but traditional characters are still used in Taiwan and Hong Kong

23 23 “The lift is being fixed for the next day. During that time you will be unbearable.”

24 24 Translations Roast leg of sheep Lamp cutlets Pork chogs Grilled hen breast Sausages of pork Chilli with beans

25 25 Effective translations Professional translators work only into their native language Promotional messages can be culturally based and may need to be adapted or new copy created. This is called localisation. Important documents may need ‘back translation’ into the original language to check accuracy Proofs should be checked by the translator

26 26 There are complex issues involved in bowing. It is best not to bow on meeting overseas visitors from Far Eastern countries, but to acknowledge a bow with a nod of your head

27 27 Complaints Some nationalities may be reluctant to complain at the time they experience a problem (but may complain to their tour operator when they reach home) Customers with a limited knowledge of English may not feel able to complain Many overseas visitors will expect immediate action to resolve any problems

28 28 What is culture? Culture can be defined as a system of beliefs and values shared by a particular group of people Culture influences every aspect of our lives Culture influences the way we deal with other people Culture forms the basis for our judgements and behaviour

29 29 Aspects of culture Language Religion Attitudes Values Role of men and women Etiquette History and heritage Traditions and customs Lifestyle Dress Food and drink Business systems

30 30 Intercultural skills and attitudes Tolerance Flexibility Awareness Alertness Sensitivity Respect Empathy

31 31 The English… Eat eggs and bacon for breakfast Drink tea and beer Are reserved Don’t complain Are always prepared to queue Enjoy football and cricket

32 32 Although we tend to think of India as a predominantly Hindu/Sikh country, there are more Muslims in India than in Pakistan

33 33 Practical issues Money/tipping Emergencies Medical treatment Obtaining medicines Driving and parking Public transport Telephoning home Posting cards and letters Shopping/banking hours Measurements Electrical appliances Licensing laws Changes in climate

34 34 Travelling by public transport Range of services Routes Journey times Types of ticket How/when to purchase tickets Hours of operation Taxis/mini-cabs

35 35 Driving and parking Driving on the left Roundabouts Hire car controls Road signs Miles/kilometres Speed limits Parking restrictions Car parks Congestion charges Child safety seats Car crime

36 36 North American visitors are used to larger rooms than are usually available in the UK and king-size beds

37 37 Foreign language interpretation at attractions Information sheets Guide books Interpretation panels Information available on public access computers Audio guides Guided tours

38 38 Studying in the UK Sources of information for international students Shops selling foreign language books, newspapers, etc Information on transport options Student discounts Financial services, including insurance Food and drink

39 39 International business visitors Business services: access to e-mail, Internet, fax and photocopying facilities Translation and interpretation services Meeting facilities Directions to business venues International couriers

40 40 Thank you

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