L11

• Fredonia State University of New York


  They define career as the progress of a person throughout his or her life, mostly related to work.
• Airline

  • Frontline: Flight attendants, ground attendants
  • BOH: Pilots, mechanics
• Hotel/ Cruise line

  • Frontline: Front desk staff, concierge staff
  • BOH: Housekeeping staff, engineering staff
• Restaurant

  Frontline: Waiters, receptionists

  BOH: Chefs, kitchen helpers
• Travel Agency

  • Frontline: Reservation agents, tour guides
  • BOH: Auditors
• Government

  • Frontline: Tourism information officer
  • BOH: Tourism planner
• The frontline staff interacts directly with the tourists.
• The support staff works at the “back of the house.“ Tourist do not interact with them directly but they contribute a lot in the delivery of the

  tourism product.
• WFTGA


  According to them, a tour guide is a person who guides visitors in the language of their choice and interprets the cultural and natural heritage of an area.
• As such, a tour guide must be a good communicator and educator.
• He or she must be genuinely interested in the destination where he or she operates.
• Even during peak seasons, like in the months of April and December, available guides outnumber the tours in the Philippines.
• A tour guide ’ s effectiveness could be measured through guest satisfaction, particularly when they feel heard, inspired, and empowered to explore and experience new things.