Quality Service Management in Tourism and Hospitality Industry Handouts

Quality Service Management in Tourism and Hospitality Industry
BSTM 2
(MWF 10:45 – 11:45)
WEEK 1
Tourism is a practice of travelling for recreational or leisure purpose. The word tourism is
derived from French word “Turisme” meaning is to tour or travel. While the suffix “ism” and “ist”
refers to the movement around circle by the people.
Tourism has become a popular global leisure activity. It involves an overnight stay away
from the normal place of residence which “travel” and “stay” in the place outside the usual
environment. It consists transportation, accommodation and entertainment.
Importance of Tourism
 Economic progress – the industry aids and supports the foreign exchange reserves which
benefits our country in generating foreign currency.
 Source if Income – it is a continual source of income for the public and private income.
The public income is generated through the taxes on which the government charges to
tourist. While the private income is the profit earned by a seller by selling local artifacts,
or services to tourists.
 Development of Infrastructure – it aids and encourages infrastructure development by
making way for dams, roads, connectivity, airport improvements, and any other activity
that helps a tourist in visiting a place in more convenient way.
 Societal Progress – it encourages societal progress as tourists learn to show respect,
tolerance and love for each other when they visit new places.
 Cultural Heritage – it helps explain beauty, art, history and culture of each country or
place.
Advantages of Tourism
 Employment
 Meet new people
 Growth of Service Sector
 Cultural Exchange
 Foreign exchange earning
 Health and wellness
 Recreation
 Fun and Enjoyment
 Economic growth
Disadvantages of Tourism  Water and Electricity
 Overcrowding
 Huge expenditure
 Damage to wildlife
 Time – consuming
 Pollution (disposal issues)
 Stress and health related problems
 Socio – cultural effect
 Environmental Hazards
Five A’s of Tourism
The following five ' A' factors represent the essential requirements for successful tourism:
 Attractions
A tourist attraction is a place of interest that tourists visit, typically for its inherent or
exhibited cultural value, historical significance, natural or built beauty, or amusement
opportunities. Some examples include historical places, monuments, zoos, museums and art
galleries, botanical gardens, buildings and structures (e.g., castles, libraries, former prisons,
skyscrapers, bridges), national parks and forests, theme parks and carnivals, ethnic enclave
communities, historic trains and cultural events. Many tourist attractions are also landmarks.
Tourist attractions are also created to capitalise on unexplained phenomena such as a supposed
UFO crash site near Roswell, New Mexico and the alleged Loch Ness monster sightings in
Scotland. Ghost sightings also make tourist attractions. Ethnic communities may become tourist
attractions, such as San Francisco’s Chinatown, Paris’s Latin Quarter and New Orleans’s French
Quarter.
 Access
Transport is needed to physically move tourists from where they live to where they are
visiting. Globally, air transport dominates the movement of international visitors. In Australia
roads and private motor vehicles serve as significant forms of access. Sealed roads offer greater
opportunities for vehicle access. A healthy ground touring sector, either day or extended coach
tours, is also required to serve the needs of tourists who prefer not to transport themselves.
 Accommodation
All destinations need accommodation nearby otherwise tourists will have nowhere to
sleep. This seems basic enough, but investors will only invest in accommodation infrastructure if
there is sufficient economic return. Many areas of Australia are blessed with excellent attractions
and are readily accessible but (for a whole range of reasons) lack tourist accommodation. In
recent years the market has seen a proliferation of accommodation types from basic camping
and backpacking facilities to mega-resorts. Successful accommodation development, more than
ever before, depends on building the right type of facility to suit the needs of a profitable segment
of the market.
 Amenities
Amenities are the services that are required to meet the needs of tourists while they are
away from home. They include public toilets, signage, retail shopping, restaurants and cafes,
visitor centres, telecommunications and emergency services. Because many of the amenities are
government services delivered by local, state and national agencies, a high degree of co-
operation is needed, particularly where tourist services may be seen to be competing with the
needs of residents.
 Awareness
Having the best attractions, access, accommodation, and amenities in the world is totally useless
if the awareness factor is missing. Awareness in this sense has 3 meanings. First is that local
population must have a positive attitude in tourism. Secondly, those in front line of tourism must
have strong, positive attitude toward tourists. The last is market awareness. The destination or
more importantly, the destination’s image must be strong, positive one and firmly implanted in
tourist’s mind.
WEEK 2
Hospitality is the relationship between a guest and a host. It is the act of welcoming,
receiving, hosting or entertaining the guest.
The hospitality industry is one that is primarily focused on customer satisfaction. For the
most part, it is built on leisure or is luxury – based, as opposed to meeting basic needs.
Hospitality Origin
Early Hospitality Medieval Period 16th to 18th Century
 It was offered due to
 Christians offered
people’s religious and
hospitality to travelers
superstitious belief  Improvement of
and pilgrims
 Taverns and Inns accommodation in
 Italy incorporated an
provided shelter for England
association to turn
travelling merchants,  The era where Coffee
hospitality into a
actors & scholars Houses become popular
business
 Development of  Hotel de Henri IV was
 Hospitality spread to
Penthouses along the built
Rome & other Italian
caravan routes by
Cities
Persians
The French Revolution 19th Century Modern Hospitality
 This era changed the
course of culinary
history  Savoy Hotel Opened in
 Soup Salesman named London
Boulanger opened the  The first motel, “Motel  Increase in number of
first modern restaurant Inn” opened in hotel chains
 Escoffier came up with California  Growth of mass tourism
a system he called  Resurgence of inner-city  Birth of boutique hotels
the Brigade de Cuisine lodging properties and
that created a hierarchy interest in cruises
for all the positions in the
galley

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Five A’s of Tourism

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