Contemporary issues in Hospitality & Tourism

Contemporary issues in Hospitality & Tourism
CHAPTER 1

Copyright © Texas Education Agency, 2015. All rights reserved.
Travel and Tourism The travel and tourism industry is divided into two parts: Travel – involves businesses that physically move people from one place to another Tourism – involves businesses that organize and promote travel and vacations 3 Copyright © Texas Education Agency, All rights reserved.

Course objectives Learning objectives
Describe what tourism entails and explain different types/forms of tourism. Define a tourist. Identify and explain the sectors of the tourism industry Describe Describe the tourism product & identify its characteristics Tourism from a systems perspective Tourism system according to Leiper (1979) Tourism system according to Gunn (1988a) Tourism system according to Laws (1991) Explain the reasons why people travel. The benefits and costs of tourism

WHAT IS TOURISM the activities of persons travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business, and other purposes. (WTO 1993) ‘the temporary movement of people to destinations outside their normal places of work and residence, the activities undertaken during their stay in those destinations and the facilities created to care to their need.’ (Mathieson & Wall, 1982) ‘tourism includes all travel that involves a stay of at least one night, but less than one year, away from home’ (World Tourism Office)

FACTORS THAT DEFINE TOURISM
Be away from home not more than year Travel The visit must be temporary and short-term Voluntary You do certain types of things when you’re a tourist facilities created to care to their need

TYPES AND FORMS OF TOURISM
There are different ways to categorize tourism: Length of journey Reason for travel Holiday organization Activities/interests Distance to the destination Types Domestic tourism Regional tourism International tourism (Inbound tourism, Outbound tourism)

WHAT IS A TOURIST A person who visits a country/place outside their usual place of residence or work for a period of 24hrs but less than a year for the purpose other than the pursuit of an activity remunerated from within the country visited. Types of travelers: Tourist (Overnight Visitor) Excursionists (Same-day Visitor) Other travelers “Not all travelers are tourists!!!”

CLASSIFICATION OF TRAVELERS

CONT’D Tourists in international technical definitions.
(2) Excursionists in international technical definitions. (3) Travelers whose trips are shorter than those that qualify for travel and tourism; e.g., under 50 miles (80 km) from home. (4) Students traveling between home and school only -- other travel of students is within scope of travel and tourism. (5) All persons moving to a new place of residence including all one-way travelers, such as emigrants, immigrants, refugees, domestic migrants, and nomads.

TOURISM BUSINESS Dynamic
The product/service is both tangible and intangible Tourists are the customers Tourism suppliers provide the services that tourists need when they travel Tourism promoters link the tourist with the suppliers of services External forces affect all participants in tourism; tourists, promoters and suppliers

Tourism Industry

TOURISM BUSINESSES Airlines Car Rentals Cruise Lines
Taxi and Ferry Services Train and Bus Services Accommodation Attraction Travel businesses include: Airlines - a company that owns and operates many airplanes which are used for carrying passengers and goods to different places. Car rentals - automobiles that rented for short periods of time, generally ranging from a few hours to a few weeks. Cruise lines - a passenger ship used for pleasure voyages, where the voyage itself and the ship's amenities are a part of the experience, as well as the different destinations along the way. Taxi and ferry services: Taxi - a car that carries passengers to a place for an amount of money that is based on the distance traveled. Ferry - to carry or move (someone or something) on a vehicle (such as a boat or a car) usually for a short distance between two places. Train and bus services: Train - a connected line of railroad cars with or without a locomotive. Bus- a large motor vehicle carrying passengers by road, especially one serving the public on a fixed route and for a fare. 4 Copyright © Texas Education Agency, All rights reserved.

TOURISM BUSINESSES Convention and Visitors Bureau Cruise Companies
Meeting and Convention Planners Catering Tour Operators Travel Agencies Travel and Tourism Offices Tourism businesses include: Convention and visitors bureau – a nonprofit organization that promotes tourism and provides services to travelers. Cruise companies – a company that owns and operates cruise ships for pleasure voyages. Meeting and convention planners – coordinate all aspects of professional meetings and events. Tour operators - a person whose job duties include organizing tours, whether they be for holidays or historic places. Travel agencies - businesses that help to make arrangements for people who want to travel. Travel and tourism offices - an office where visitors to a place can get information about what to see and do, especially while on holiday, or an official organization that runs these offices. 5 Copyright © Texas Education Agency, All rights reserved.

TOURISM PRODUCT A tourism product can be defined as the sum of the physical and psychological satisfaction it provides to tourists during their travelling en route to the destination. The tourist product focuses on facilities and services designed to meet the needs of the tourist. It can be seen as a composite product, as the sum total of a country’s tourist attractions, transport, and accommodation and of entertainment which result in customer satisfaction. Each of the components of a tourist product is supplied by individual providers of services like hotel companies, airlines, travel agencies.

Tourism products are a combination of two components:
ACTIVITY SETTING

Tourism Characteristic Consumption Products and Industries
Activities 1. Accommodation services for visitors 1. Accommodation for visitors 2. Food and beverage serving services 2. Food and beverage serving activities 3. Railway passenger transport services 3. Railway passenger transport 4. Road passenger transport services 4. Road passenger transport 5. Water passenger transport services 5. Water passenger transport 6. Air passenger transport services 6. Air passenger transport 7. Transport equipment rental services 7. Transport equipment rental 8. Travel agencies and other reservation services services activities 9. Cultural services 9. Cultural activities 10. Sports and recreational services 10. Sports and recreational activities 11. Country-specific tourism characteristic 11. Retail trade of country-specific tourism goods characteristic goods 12. Country-specific tourism characteristic Country specific tourism characteristic products 11& 12 above

TOURISM PRODUCTS CAN BE CLASSIFIED
Natural tourism products. These include natural resources such as areas, climate and its setting, landscape and natural environment. Natural resources are frequently the key elements in a destination’s attraction: 1) countryside, 2) climate – temperature, rains, snowfall, days of sunshine, 3) natural beauty – landforms, hills, rocks, gorges, terrain, 4) water – lakes, ponds, rivers, waterfalls, springs, 5) flora and fauna, 6) wildlife, 7) beaches, 8) islands, 9) spas, 10) scenic attractions

Man-made tourism products are created by man for pleasure, leisure or business. Man-made tourism products include: a) Culture (sites and areas of archaeological interest, historical buildings and monuments, places of historical significance, museums and art galleries, political and educational institutions, religious institutions); b) Traditions (pilgrimages, fairs and festivals, arts and handicrafts, dance, music, folklore, native life and customs); c) Entertainment (amusement and recreation parks, sporting events, zoos, cinemas and theatres, night life, cuisine); d) Business convention and conferences

Symbiotic tourism products. Some tourism products do not fall into the above categories. Wildlife sanctuary, marine parks, aero products and water sports, flower festivals are the example of tourism products which are a blending of nature and man. Nature has provided the resource and man has converted them into a tourism product by managing them. National parks for example, are left in their natural state of beauty as far as possible, but still need to be managed, through provision of access, parking facilities, limited accommodation, litter bins etc.

Event based tourism products. Events attract tourists as spectators and also as participants in the events, sometimes for both. The Oktoberfest organized in Germany, Dubai and Singapore shopping festivals, the camel polo at Jaywalker, Kite flying in Ahmadabad attracts tourists, both as spectators and participants. Windhoek cultural festival, Ongwediva trade fair and Olufuko festival

Site based tourism products. When an attraction is a place or site then it is called a site based tourist product. Site attractions are permanent by nature, for example Taj Mahal, the Great Wall of China, the Grand Canyon in Arizona, Eiffel Tower, Statue of Liberty, etc. A site destination can extend its season by mounting an off season event or festival.

Other tourism products are: health tourism, eco-tourism, rural tourism, ethnic tourism, spiritual tourism, golf tourism, senior citizen tourism.

TRANSPORTATION It plays a very important part in the tourism industry.
Without the ability to get to a destination easily, there would be limited opportunity for tourism to happen. This includes Air transport Road transport Water transport Rail Other (horse riding)

Passenger Transportation Structure
Part Two: How Tourism Is Organized Passenger Transportation Structure Transportation Air Road Rail Water Other Bus Auto Motor Bike Vehicles Used for Accommodation Inland Maritime Motor Home Foot Charter Scheduled Privately Owned Truck Camper Private Private Snowmobiles Private Commercial Commercial Bicycles Private Travel Trailer Charter and Tour Operator Rental Charter Charter Horse Drawn Vehicles Tent Trailer Commercial Scheduled Scheduled Scheduled Other Aerial Tramways and Ski Lifts Chapter 5: Passenger Transportation Chapter 5: Passenger Transportation

HOSPITALITY Refers to the sector of the tourism industry that provides food and shelter to the tourists. They make it possible for visitors to stay and in other ways enjoy and participate in attractions. This sector comprises two parts: accommodation & catering (food & beverage services). Serviced & self-service Commercial & non-commercial Examples: hotels, campsites, caravan, B&B, resorts, lodges, farmhouses, guesthouses, motels Meal arrangements; B&B, HB, FB

Accommodations Structure
Part Two: How Tourism Is Organized Accommodations Structure Accommodations Non-Commercial Commercial Private Non-Profit Institutional Hotels (Chains/Independent) Motels Bed & Breakfast Time Share Facilities College/ University Private Homes Hostels Resort Hotels Upscale Upscale Mid Range Economy Spas and Health Care Facilities Suite Hotels Home Exchange Spa Shelters Mid Range Meetings & Convention Hotels Deluxe Casino Extended Stay Budget YM / YWCA Budget Airport Hotels Luxury Chapter 6: Hospitality and Related Services

CATERING Catering is the business of providing food & beverage service at a remote site or a site such as a hotel, public house (pub), or other location. This includes: Restaurants coffee shops Bars Shebeens Kiosks Mobile take away

Food Services Structure
Fast Food Restaurants Cafeterias Traditional Restaurants Independent Chain Independent In-Hotel Minimal Service Specialty Specialty Ethnic Ethnic Local Broad Menu Local Full Service Chapter 6: Hospitality and Related Services

Attraction Represent a wide variety of physical settings and establishments that provide the pull for tourists to visit a particular area. An attraction can be regarded as something unusual or interesting to see or to do. Attractions remain the backbone of the tourism industry.

Overview of Attractions
Part Two: How Tourism I Organized Overview of Attractions Attractions Cultural Attractions Natural Attractions Events Recreation Entertainment Attractions Historical Sites Landscape Mega-Events Sightseeing Theme Parks Archeological Sites Seascape Community Events Golf Amusement Parks Architecture Parks Festivals Swimming Casinos Cuisine Religious Events Mountains Tennis Monuments Cinemas Flora Sports Events Hiking Industrial Sites Shopping Facilities Fauna Trade Shows Biking Museums Snow Sports Performing Arts Centers Coasts Ethnic Corporate Concerts Islands Sports Complexes Theatre Chapter 8: Attractions, Recreation, Entertainment and Other

Intermediaries They are the link between consumers and producers;
They are point of distribution for producers and a way of access for tourists. The two main intermediaries in the tourism industry are the; Tour operators (wholesalers) Travel agents (retailers)

Tourism Distribution Channels
Part Two: How Tourism Is Organized Tourism Distribution Channels Suppliers Transportation Providers Accommodations Food Service Resorts Recreation, Entertainment, Etc. Specialty Channeler Specialty Channeler Specialty Channeler Direct Channel via Telephone Internet Suppliers Office Tour Wholesaler Tour Wholesaler Retail Travel Agent Tour Wholesaler Retail Travel Agent Retail Travel Agent Specialty Channeler Tour Wholesaler Retail Travel Agent Customers Individuals Pleasure Groups Business Groups, Etc. Chapter 7: Organizations in the Distribution Process

Tour operators Buy tourism services in bulk
Break them into simple smaller packages Sell at a single price Through travel agents or directly to the final consumers Negotiate fares because they buy in bulk

Travel agents Final link between the industry & the tourist
Act on behalf of producers They receive commission on each sale serve as information centres Advice clients on travel companies, facilities Make reservations, itineraries

Destination marketing organisations (DMO)
A DMO is an organization that may be operated by private individuals or government. These organizations are primarily responsible for the promotion and advancement of tourism at a destination. DMOs can be local, responsible for a town, provincial, representing a province, or national.

Tourism Business Departments
Each travel business is unique and may perform most of the functions in the departments within a travel and tourism business. In a small business, one person may perform several of these functions. In a large business, each function will have a separate department with many people for each function. Tourism Business Departments 7 Copyright © Texas Education Agency, All rights reserved.

Department Functions Accounting Customer Service Engineering
Human Resources Management Marketing and Sales Purchasing and Receiving Reservations and Bookings Safety Technology Departments and their functions include: Accounting - keeps track of all the money that flows into and out of the business. Customer service or guest services - handles all activities involved with complaints, concierge services and customer inquiries. Engineering - makes sure that all the equipment, plumbing, electricity and building facilities are working properly. Human resources - manages all employee issues including benefits, firing and hiring, pay and training. Management – oversees all functions of the business including making sure the business is operating profitably. Marketing and sales – promotes the business, develops marketing plans and sells the products and services. Purchasing and receiving – keeps track of purchases and inventory for the business. Reservations and bookings - handles all activities involved with customers reserving rooms, seats, tours and more. Safety – secures property for the safety of the guests and employees and oversees emergency procedures. Technology – maintains computer software and data storage; may also oversee business website. 8 Copyright © Texas Education Agency, All rights reserved.

Why do people travel Have a rest Explore new places - Education – to study Adventure Get to know new cultures Entertainment To see historical places For shopping reasons Because it´s their hobby Because of work or go on business To commute to work/school To visit family Migrate All of the business departments must work together. Each of these main departments are necessary for the day-to-day operations for businesses. Communication between departments is critical. Many of the departments are linked through industry related software. Technology departments in today’s business is often the connecting media. The company network and intercompany communication ( , instant messaging) is critical in today’s environment. These are just a few examples of how departments work together. For businesses to succeed in today’s environment, communication and departmental interaction must work together like well-designed interlocking gears. 9 Copyright © Texas Education Agency, All rights reserved.

Travel Effect: The Movement
(click on link) Click on the hyperlink to view video: Travel Effect: The Movement It's a great impact the travel has on our lives, on our organizations and our way on our way of life. Whether it comes as business productivity, family relationships, education, memories, long-term, this is a huge opportunity well beyond just the value of the individual trip. (image from video) 10 Copyright © Texas Education Agency, All rights reserved.

The benefits of tourism
Employment creation Development of new infrastructure Economic growth Improved training Employees from both the travel and tourism industries must interact so people on business or vacation have successful trips. 6

Question Time!!!!!! What does travel involve? What does tourism involve? Name some of the tourism businesses in Namibia? Identify the characteristics of a tourism product? Name some of the tourism products in Namibia? Explain why tourists travel? Why is tourism important Answers to the questions are found within the slide presentation or may vary with class discussion. 12 Copyright © Texas Education Agency, All rights reserved.

Contemporary issues in Hospitality & Tourism

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