QSM P1

• Tourism


  The activities of a person outside his or her usual environment for less than specified period of time and whose main purpose is to travel is other than the exercise of an activity remunerated from the place visited
• What is Tourism?


  • Travelling away from one's home for 24 hours
  • Using one's leisure time to travel and take holidays
  • Travelling for business
• Characteristic of Tourism


  • Time
  • Distance
  • Travel
  • Away from home
  • Purpose is non-work related (leisure)
• Specific Features of Tourism Services

  • Non-ownership
  • Seasonality
  • Fixed location
  • Loyalty
  • High costs
  • Distributions channels
  • Interdependence of tourism offerings
  • External shocks and events
• Global Perspective of Tourism

  • Tourism is a discretionary activity
  • Tourism is of growing economic significance at a global scale
  • Tourism is increasingly becoming associated with quality of life issues
  • Many governments see tourism as offering new employment opportunities
• Global Perspective of Tourism

  • Tourism is becoming seen as a basic right in developed, westernized industrialized countries
  • In some less developed countries, tourism is being advocated as a possible solution to poverty
  • Global travel is becoming more accessible in the developed world for all classes of people with the rise of the low-cost airlines
• Domestic Tourism


  Tourists travelling from their normal domicile to other areas within the country
• International Tourism


  Involves a tourist leaving their country of origin to cross into the other country, involves documentation, administrative formalities and movement of a foreign environment
• International Excursionist


  Visitor residing in a country who travels the same day to a country other than usual environment for less than 24 hours without spending the night in the country visited and whose main purpose of visit is other than remunerated from within the country visited
• Hospitality


  • Friendly & Attentive Service
  • Offering to help, when it isn't your job
  • Smile!!!!!!!!
  • Providing a warm & friendly welcome
  • Initiating a conversation, speaking first
  • Trying to say never say NO, always offer an alternative
  • Acknowledge the guests
  • Look calm, be charming
  • Inquire if the guest requires anything else
  • Thanking our passengers
  • Your courtesy at all times. Address the guests by name
• Hospitality


  • The act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink and accommodation
  • Refers to the relationship process between a guest and a host
  • The reception and entertainment of guests, visitors, or strangers with liberality and goodwill
  • Derived from the Latin word "hospitare" meaning to "receive as a guest"
• Concepts of Hospitality


  • Comes from the word "hospice", an old French word meaning "to provide care/shelter for travelers"
  • It is categorized as a service industry
  • A wide range of businesses, each of which is dedicated to the service of people away from home
  • Include the companies or organizations which provide food and/or drink and/or accommodation to people who are away from home
  • An industry segments that include, among others: hotels, restaurants, private clubs, managed food service, event planning, tourism related businesses, and travel providers
  • An industry, wherein, the product purchased is either intangible or the perceived quality of the product purchased is impacted by the service method in which it was received
• Characteristics of the Hospitality Industry

  • Open 365 days a year and 24 hours a day
  • Depends heavily on shift work (am shift, mid-shift, pm shift and night shift)
  • Products are intangible
  • Products are perishable
• Special Characteristics of Services

  • Variability or heterogeneity: tourism offerings are different, they varies. Therefore, a service performance is unique to each consumer
  • Intangibility: information intensive
  • International: cross border of communication
  • Perishability: tourism offerings cannot be saved, stored, resold or returned. They are perishable
  • Service in nature: speed matters transportation
  • Inseparability: the tourism service consumer is inseparable from service delivery because he is involved in it, up to consuming the rendered benefits
  • Interdependence: it occurs when tourists visit a destination, their experience is made up of different services such as accommodations, food and attractions
• Singapore as Community Tourism wants to portray to promote their tourist destination
• How Kenya as Cultural Tourism attract tourists
• Travel and tourism industry

  • It drives economic growth, creates jobs, improves social development and promotes peace
  • Hundreds of millions of people around the world are dependent on the sector for their employment
  • In some island economies, travel and tourism industry is not just the biggest employer, it is effectively the only employer
  • The role is to contributing to the creation of sustainable economies
  • It is a diverse sector consisting of millions of companies and employers, from the biggest global travel brands to the smallest tour operator or hostel owner
• Tourism


  • It is a great contribution to the world economy
  • Large emerging economies, including developed ones, depends largely on the tourism industry
  • Countries such as US, France, and Spain fight over leadership in this sector with the aim of positioning themselves as the world's first tourist power
  • The tourism industry not only generates revenues for a country and cultural wealth but it is also one of the most important economic engines for growth and development
• Tourism is the great source of income and employment for countries that received more tourist, which has had a significant impact on the economies of the world
• Many countries have increased their investment in the tourism industry, including several campaign and strategies and highlight the attractiveness of their main destinations
• According to the latest data published by the World Travel and Tourism Council (WTTC), the tourism industry accounts for 10.4 % of the world's GDP, making it one of the largest economic sectors worldwide
• Employment Opportunities in Tourism and Hospitality


  • Airlines: Ground staff (Traffic Assistant, Counter Staff, Booking and Reservation)
  • Hotels: Operations, Front Office, Housekeeping, Food and Beverages, Accounting, Maintenance, Security, Sales, Public Relations
  • Tourism Departments: Tour planner and Guides, Information Assistants, Reservations and Counter staffs, Sales and Marketing, Interpreters
  • Transportation: Management and Operation in all Varieties of transport (Rail/Cruise/Ferry/Bus/Coach etc.)
  • Others: Travel Agent, Itinerary Planner, Foreign Exchange, Destination Manager
• Economic Benefits of Tourism

  • Tourism activity creates demand
  • Tourism industry value chain meets & spreads demand across industries & boosts more economic activities
  • Tourism requires country's wholesome development
  • Motivates to reach Global Standards
  • Tourism induces more consumption
• Positive Economic Impact of Tourism

  • Foreign Exchange Earnings
  • Contribution to Government Revenues
  • Generation of Employment
  • Balance of payment/Trade account balance
  • Stimulation of Infrastructure investment
  • Contribution to Local Economies
• Negative Economic Impact of Tourism

  • Inflation
  • Opportunity Cost
  • Dependency
  • Seasonality
  • Leakage
  • Enclave Tourism
  • Seasonal Character of Jobs
  • Prostitution and the Underground Economies
• Service

  Activities, benefits and satisfaction which are offered for sale or are provided in connection with the sale of goods
• Service

  Any act or performance one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product. Increasingly, however, manufacture, distributor or retailers are providing value added services. Or simply excellent customer service, to differentiate themselves
• Service Concept


  The way in which an organization would like to have its services perceived by its stakeholders. It describes the non-tangible aspects of service delivery and is an integral part of the value proposition of service providers
• Service Concept Explained


  • Users tend to see a service as a 'whole experience'
  • The service concept facilitates this holistic approach by providing a detailed description of what is to be done for the user (what needs and wishes are to be satisfied) and how this is to be achieved
  • The service concept consists of the holistic combination of four dimensions: service operation, user experience, service outcome, and value
• One of the most distinctive characteristics of services is their process-oriented nature. Each service can be seen as a chain of activities that help a service to function effectively
• Why is the Service Concept Important?

  The potential to deliver value is only as good as its weakest link. If any of the activities in the service process fail, the whole service fails
• Service concept


  Holistic combination of four dimensions: service operation, user experience, service outcome, value
• Service operation


  The way in which the service is delivered
• User experience


  The user's direct experience of the service
• Service outcome


  The benefits and results of the service for the user
• Value


  The benefits the user perceives as inherent in the service, weighed against the cost of the service
• The four dimensions of the service concept form a key to defining how the stakeholders in an organization perceive the value of services, minimizing the gap between user expectations and the service delivery operation
• Services


  • Process-oriented nature
  • Each service can be seen as a chain of activities that help a service to function effectively
• Package delivery service


  • Register package
  • Print package label
  • Courier picks up and delivers package
• If any of the activities in the sequence fail, the user will have a very poor user experience because the desired outcome of the service is not achieved