macro Flashcards
Tourism and hospitality industries go hand in
hand even though considered to be independent
with each other, this is because both industries
strongly affect one another. The hospitality
industry act as the main supplier of safe and
satisfying products and services for tourism
(supply chain integration)
Relationship of Tourism and Hospitality
Components/Networks of
Tourism and Hospitality
- Food and Beverage services
- Accommodation or Lodging services
- Leisure and recreation services
- Tourism services
Begun from simple origins: as people traveled from their homes, going about their business, they often had a need or desire to eat or drink. People always look for foods and drinks everywhere-hotel, restaurant, shopping malls, and there is increase in personal and social events such as birthday parties, business meetings and increase in population, large number of people visit establishments who caters food services often.
FOOD AND BEVERAGE
2 DISTINCT TYPES
OF F&B
ESTABLISHMENTS
COMMERCIAL FOOD SERVICES and NON-COMMERCIAL FOOD SERVICES
comprise operations whose primary business is food and beverage.
COMMERCIAL FOOD SERVICES
where food and beverages are served but they are not the primary business.
NON-COMMERCIAL FOOD SERVICES
Services in food and beverage
Table service
Family service
Plate service
French service
Gueridon service
Silver service
means accommodations for a period or a place to sleep for overnight or long-term services to people. Lodging may also include accommodation of customers looking for other activities such as
entertainment (casino hotels) or for recreational activities (resort
hotels). Because of this, the lodging industry has greatly increased its
services to different types and needs of the people.
ACCOMMODATION/LODGING
any activity that people do for rest, relaxation and enjoyment to make them free from the demands of work and duty. These started many centuries ago when people (the host) entertain their guests at home. The host feel obliged to attend to the needs of his/her guests giving them
food, beverages place to stay and
some entertainment such as games-golf, tennis and chess or outside activities-hiking, swimming, concerts.
LEISURE AND RECREATION
5 COMPONENTS OF
LEISURE/RECREATION
1.SPORTS AND PHYSICAL RECREATION
2. ARTS AND ENTERTAINMENT
3. COUNTRYSIDE RECREATION
4. HOME-BASED LEISURE
5. PLAY AND ACTIVITY-BASED LEISURE
form of physical activity which involves some element of competition between 2 or more groups and usually is governed by rules and uncompetitive activities.
SPORTS AND PHYSICAL
RECREATION
-active or participative, e.g. playing volleyball and basketball
-passive or spectator, e.g. watching a game
BASED ON THE ROLE OF THE PERSON INVOLVED
PHYSICAL RECREATION CAN
BE DIVIDED INTO 2 TYPES
- BASED ON THE ROLE OF THE PERSON INVOLVED
- . BASED ON THE LOCATION OF PHYSICAL ACTIVITY
-Land-based recreation and tourism
examples: hiking, golfing, biking, camping, and sports game
-Water-based recreation and tourism
examples: swimming, scuba diving, sport fishing and canoeing
BASED ON THE LOCATION OF PHYSICAL ACTIVITY
the things that take place outdoor which ‘entertain you’. These include: theatre and musical plays, opera, recitals, fireworks, concerts, ballet
show, cinema, cabaret, stand-up
comedy in bars, art galleries/viewing,
exhibitions and festivals.
ARTS AND ENTERTAINMENT
can take place in National Parks, Areas of Outstanding Natural Beauty or in places that are considered heritage in a country. Some examples are mountains, hills, valleys, lakes, fields and beaches.
COUNTRYSIDE RECREATION
activities that can be done without leaving your home but in the comforts of your home.
includes: paling and listening to music, watching television, arts and crafts, gardening, online gaming, reading and board games
HOME-BASED LEISURE
This kind of leisure is mainly
associated to activities that involve
children, young adult and teens
PLAY AND ACTIVITY-BASED LEISURE
2 types of travel
business travel and leisure travel
the process of making movement of
people from one place to another using primitive and simple to modern and complex means of
transportation. This may include automobiles, buses, trains, ships and planes.
TRANSPORTATION
COMPONENTS OF TRAVEL SERVICES
TRAVEL AGENCIES
ONLINE TRAVEL AGENCIES (OTAs)
TOUR OPERATORS
DESTINATION MARKETING ORGANIZATIONS (DMOs)
Other organizations
can be small and privately owned entity and is a business that operates as the intermediary between the travel, tourism and
hospitality industry (supplier) and the traveler (purchaser)
TRAVEL AGENCIES
One of the advantages of technology can be found in hospitality and tourism. Today, travelers can now search and book everything they need for traveling online. Technology now plays a big part to tourism as people can now choose to book tours that they can fully and independently create their own itineraries.
ONLINE TRAVEL AGENCIES (OTAs)
companies or individuals who package all components of offered trip or tourism and hospitality services and then sell them to the traveler personally or through retail outlets or travel agencies
TOUR OPERATORS
bring travelers into a country as a group or through individual tour packages
Inbound Tour Operators
work within a country to make travelers to other countries
Outbound Tour Operators
these are not travel agents and they do not operate the tours. Instead these are operators that work as a liaison and booking agent of various
products to tour operators in other
markets such as Philippines to USA.
Receptive Tour Operators
-This includes national tourism boards, government agencies such as Department of Tourism, city or provincial tourism offices and community tourism offices.
- promote “the long-term development and marketing
of a destination, and the maintenance of such places.
DESTINATION MARKETING ORGANIZATIONS (DMOs)
This may include other organization that not only focuses in leisure
travel but also business trips and other functions
Other organizations
“A phenomenon unique to modern time which is dependent on the people’s increasing need for a change and relaxing, the wish of recognizing the beauties of nature and art and the belief that nature gives happiness to human beings in
which helps nations and communities’ approaching to each other thanks to the developments in commerce and industry and the communication and transportation tools’ becoming excellent.”
-
Guyer-Feuler (1905) First
definition of Tourism
“Tourism is the temporary, short-term movement of people to destination outside the places where they normally live and work and their activities during the stay at each destination. It includes
movement for all purposes.”
Tourism Society of
England (1976)
5 Main Characteristics of
Tourism by Burkart and Medlik
- Tourism is a combination of phenomena and relationship
- Tourism has two essential elements: Dynamic element (the journey) and the static element (the stay)
- The two essential elements must be to and from destinations outside the
place of residence - The duration of stay is temporary and short-term, with intention of returning to the place of residence
- Destination are visited for purposes of recreation and leisure
Tourism is a social, cultural and economic phenomenon which entails the movement of people to countries or places outside their usual environment for personal or business/professional purposes. These people are called visitors (which may either be tourists or
excursionists, residents or nonresidents)and tourism has to do with their activities, some of which imply tourism expenditure.”
-United Nations World Tourism
Organization (UNWTO), 2008
5 COMPONENTS OF TOURISM
ATTRACTION
ACCESSIBILITY
ACCOMMODATION
AMENITIES
Activities
-considered to be the most important basic component of tourism
-means any things or any places that a person desires. Attraction determines the choice of the tourists to visit a destination or choose a particular thing to buy rather that others.
ATTRACTION
This component means the reachability of the place of destination the tourist wants to visit via various means of transportation. It is the primary service that the
tourist needs to make travel possible.
ACCESSIBILITY
-This is the primary service that the tourist needs at the destination
-a place where the tourists can find
food and shelter. It is a comfortable place where the tourist after a long
exhaustible day of touring can relax.
ACCOMMODATION
are extra facilities that can add
attractiveness, accessibility, and
accommodation for the tourists. These may include room service, hot
tub, spa and so on.
AMENITIES
The word hospitality is
derived from the Latin word,
“hospes” which means guest.
Hospitality is the friendly and
generous reception and
entertainment of guests,
visitors, or strangers and
providing them food, beverages,
lodging and abode.
DEFINITION OF
HOSPITALITY
The 3 Perspective of Hospitality
- The Guest Perspective
- The Operator Perspective
- The Tech Perspective
perspective wherein as people who serve and give products must have achieved the expectations of their guest-receive good hospitality making customers or the guest feel comfortable and well-served.
The Guest Perspective
In a hospitality setting, the guest exists to be served; the operator exists to serve. To be able to be considered as hospitable, the operator must be successful in making guests feel comfortable and well-catered to.
The Operator Perspective
The increase in the needs of the people results to increase in demand of tourism and hospitality services
such as restaurants, lodging and car rentals. This causes problems such as long lines in waiting to be accommodated, slow serving of products, shortage of materials or of human resources and these problems may lead to unsatisfactory reactions from guests and customers.
The Tech Perspective
MEANING OF TOURIST
The origin of the word ‘Tourist’ dates back to the year 1292 AD. ‘Tourism or Tourist’ word is related to the
word ‘‘tour” which is derived from the Latin word ‘tornus’, it means a tool for describing a circle or a turner’s wheel. It is from the word ’tornus’ the notion of a “round tour” or a packaged tour has come in vogue.
are temporary visitors staying at a
place at least or more than 24 hours
TOURIST
“Visitors are any person visiting a country for reasons other than that of earning money.”
UN Conference on International
Travel and Tourism held in
Rome in 1963
2 Classes of Visitors
Tourist and Excursionist
The UNWTO states that tourists can be:
a. Domestic tourist
b. Inbound tourist
c. Outbound tourist
Are temporary visitors staying in a place less than 24 hours in the destination that they have visited.
They do not make overnight stay and may include cruise travelers.
EXCURSIONIST
FACTORS AFFECTING TOURIST BEHAVIOR
GEOGRAPHICAL FACTORS
SOCIAL FACTORS
PLACE OF ORIGIN
TOURISM DESTINATION
EDUCATION OF TOURIST
Some physical factors like geographical and climatic conditions, facilities and amenities available at the destination, advertising and marketing conducted by tourism business alter the decision-making of the tourists.
GEOGRAPHICAL FACTORS
A few social factors such as a person’s social network, which provide first hand information that can alter a person’s decision of visiting or not visiting a particular place.
SOCIAL FACTORS
There can be a broad spectrum of tourist behavior depending upon the place they belong to. North Americans like to follow their own cultural framework. Japanese and Korean tourists like to visit places in groups.
PLACE OF ORIGIN
It is a major contributing factor altering tourist behavior. If a destination has all basic provisions such as electricity, water, clean surroundings, proper accessibility, amenities and has its own significance, it largely attracts tourists.
TOURISM DESTINATION
The more educated the tourist is, the wider range of choices, and the knowledge of places he would have. This drives the decision-making when it comes to choosing a destination.
EDUCATION OF TOURIST
PLOG’s MODEL OF TOURIST BEHAVIOR
ALLOCENTRIC (THE WANDERERS)
PSYCHOCENTRIC (THE REPEATER)
MIDCENTRIC (COMBINATION)
A tourist who seek new experiences and adventure in a wide range of activities. This person is outgoing and self-confident in behavior.
ALLOCENTRIC (THE WANDERERS)
A tourist falling in this category is usually non-adventuresome. They prefer to return to familiar travel destinations where they can relax and know what types of food and activity to expect.
PSYCHOCENTRIC (THE REPEATER)
This category of tourists covers the ones who swing between the said two types.
MIDCENTRIC (COMBINATION)
HENLEY CENTER MODEL OF HOLIDAY MAKING
Phase I: BUBBLE TRAVELERS
Phase II: Idealized Experience Seekers
Phase III: Seasoned Travelers
Phase IV: Complete Immersers
They do not have much money as well as knowledge. They prefer packaged tours. They long to observe different cultures without being part of it. They travel mostly out of curiosity.
Phase I: BUBBLE TRAVELERS
They are confident tourists with the experience of foreign tours. They are flexible and comfortable. They prefer tour offers made for individuals.
Phase II: Idealized Experience Seekers
These tourists are more affluent than the idealized-experience seekers. They are more confident to experiment and experience different places and environments. They are more adventurous and prefer individualistic tours
Phase III: Seasoned Travelers
These tourists have an intention of immersing completely into the foreign culture, heritage, culinary experience and language. Their holiday is well-planned but not well-structured
Phase IV: Complete Immersers
ELEMENTS OF TRAVEL
- Reason for journey
- Distance to travel
- length of stay at the destination
- Residence of the tourist
- Form of Travel
The first element is the purpose of why a tourist will travel in the first place. This is a crucial element of travel as there is no reason for a person to visit a place then there would be no any travel or journey.
Reason for journey
another important element and can determine what form of transport would be taken to complete the journey.
Distance to travel
The definition of tourists and excursionists by UNWTO is directly associated to this element.
length of stay at the destination
This is an important element for the destination’s government for them to monitor which country or race visits their country frequently.
Residence of the tourist
The last element of travel is the forms of transport which is also considered to be a crucial element to travel and as mentioned before the other factors can contribute to what form of transport is selected.
Form of Travel
Nature of a Tour
Domestic Tourism
International Tourism
Package Tour
involves traveling exclusively within the residents’ own country with the benefit of having no problem in language barrier, currency, documentation barrier and socio-cultural differences.
Domestic Tourism
involves traveling outside the country and may show possible problems in language barrier, currency, documentation barrier (visas, passport) and socio-cultural differences.
International Tourism
also referred to inclusive tour is product wherein tourist can buy all-in-one services of all the components of tourism and hospitality that will be needed by the tourist to be relaxed in his or her destination.
Package Tour
May include vice-versa transportation, hotel and lodging, food and beverage, choice of destination that the tourist would like to visit, availing special products specific to the tour operator that the tourist is having business with- such as tour guides and souvenirs
Package tour
Package tour classifications
independent inclusive tour (IIT)
group inclusive tour (GIT)
four characteristics of tourist products:
- Tourist product is service.
- Tourist product is largely psychological in its attraction.
- Tourist product tends to vary in standard and quality.
- Supply of the product is not fixed.
4 COMPONENTS OF PRODUCT
-FOOD
-TRANSPORT
-ACCOMMODATION
-LEISURE
SERVICE CHARACTERIZED
-VARIABILITY
-INTANGIBILITY
-PARISHABILITY
-INSEPARABILITY
-SIMULTANITY
can’t be seen, tasted, felt, heard or smelled before being purchased
INTANGIBLE
can’t be separated from service providers
INSAPARABLE
quality depends on who provides them and when, where and how
VARIABLE
can’t be stored for later sale or use
PARISHABLE
TIEZA
TOURISM INFRASTRACTURE AND ENTERPRISE ZONE AUTHORITY
IA
INTRAMUROS ADMINISTRATION
TPB
TOURISM PROMOTIONS BOARD
NPDC
NATIONAL PARKS DEVELOPMENT COMMITTEE
NPF
NAYONG PILIPINO FOUNDATION
PRA
PHILIPPINE RETIREMENT AUTHORITY
PCSSD
PHILIPPINE COMMISSION ON SPORT SCUBA DIVING
DFPC
DUTY FREE PHILIPPINES CORPORATION
PhilTOA
Philippine Tour Operators Association
(UNWTO)
United Nation World Tourism Organization
TEAM
Tourism Educators and Movers Philippines
TCP
Travel Cooperative of the Philippines
PTAA
Philippine Travel Agencies Association
HRAP
Hotel and Restaurant Association of the Philippines
PHOA
Philippine Hotel Owners Association
main tasks include building tourism infrastructure, designation, regulation and supervision of
Tourism Enterprise Zones (TEZs), operation and management of TIEZA Assets , and the
collection of the Philippine Travel Tax.
Tourism Infrastructure and Enterprise Zone Authority (TIEZA)
-Formerly known as Philippine Convention and Visitors Corporation
-It is mandated to be responsible for marketing and promoting the Philippines domestically
and internationally as a major global tourism destination.
Tourism Promotions Board (TPB)
its main functions are to restore Intramuros and promote it as a tourist destination
Intramuros Administration (IA)
was established primarily for the promotion of research development project on social
sciences, humanities and other related fields.
Nayong Pilipino Foundation (NPF)
is tasked to develop, preserve, and manage Rizal and Paco Parks in Manila and other parks
National Parks development Committee (NPDC)
is mandated to develop and promote the Philippines as retirement haven as a means of
accelerating the social and economic development of the country, strengthening its foreign
exchange position at the same time providing further best quality of life to the targeted
retirees in a most attractive package.
Philippine Retirement Authority (PRA)
agency mandated to ensure the safety of both domestic and foreign diving enthusiasts and
to promote the Philippines as a premiere dive destination
Philippine Commission on Sports SCUBA Diving (PCSSD)
is an organization of tour operators and allied members actively involved in the advocacy of
responsible tourism.
Philippine Tour Operators Association (PhilTOA)
agency responsible for the promotion of responsible, sustainable and universally accessible
tourism.
World Tourism Organization (UNWTO)
is tasked to operate the duty-and tax-free merchandising system in the Philippines aimed to
augment the service facilities for tourists and to generate foreign exchange and revenue for
the government
Duty Free Philippines Corporation (DFPC)
To help the tourism students realize the importance of tourism, being the largest industry
that can help our country in progress and help them embrace their skills and talents while
molding them to become a better service provider in the future.
Tourism Educators and Movers (TEAM) Philippines
to foster unity in the travel industry and to promote the welfare of its members and the
traveling public
Travel Cooperative of the Philippines (TCP)
concerns itself with all issues affecting the Hotel and Restaurant Industry of the
Philippines including but not limited to Environment, Government Liaison, Ethics, Health,
Legislation, Program, Technology, Finance and Education.
Hotel and Restaurant Association of the Philippines (HRAP)
organization representing the collective voice of hotel owners across the country. Our
mission is to foster a conducive environment for the growth and success of the hotel
industry.
Philippine Hotel Owners Association
promotes responsible and sustainable tourism practices among its members. It encourages
travel agencies to offer eco-friendly and socially responsible travel options, supporting
initiatives that protect the environment and benefit local communities.
Philippine Travel Agencies Association
the general manager of the Savoy Hotel in London, one of the most famous and luxurious hotels in the world.
Cesar Ritz
popularized the phrase “le client n’a jamais tort’, translated as the customer is never wrong. It is known today as the customer is always right.
Cesar Ritz
Considered to be the premier hotel-man of all time. He provided middle-class traveler high standard of comfort and convenience at an affordable price.
Ellsworth Milton Statler
first pioneer of tourism and hospitality who place telephones and radios in guest room and other appliances such as mirrors, closet and faucet for water and ice.
Ellsworth Milton Statler
Known as the Father of the Modern Hotel Industry.
Ellsworth Milton Statler
recognized as the ”biggest hotel man in the world”.
Conrad Hilton
Filipino travel pioneer who founded and acts as the president and CEO of Adam’s express in the Philippines
Mamerth Banatin
He also pioneered the 1 to 5 rating system of hotels and combined hotels with resorts and casinos
Conrad Hilton
He was the founder of the first world travel agency
Thomas Cook
The phrase “Cook’s Tour” arose from his name which means touring to many places and briefly stops at each place for a period of time.
Thomas Cook
the pioneer of brand leveraging and he was one of the first to introduce franchising in the TH industry in the 1930’s.
Howard Dearing Johnson
Founded the Marriott Corporation which has continued to be an important asset to the hospitality industry
J. Williard Marriott
entrepreneur best known for expanding the Mc Donald’s
Ray Kroc
“take care of your people and they will take care of your business.”
J. Williard Marriott
“Never be idle a moment,”
Ray Kroc
The founder and chairman of Four Seasons Hotels that was built in downtown Toronto
Isadore Sharp
It sells more than 11,000 steaks daily with a gross income of two hundred million USD per year.
Ruth Fertel
introduced complimentary shampoo, 24-hr room service, and same day clothes clothing and cleaning.
Isadore Sharp
Was the founder of of Chris Steakhouse, the largest upscale restaurant chain in the US
Ruth Fertel
She and her husband built a business from 10,000 pesos only in 1972.
Alejandra Clemente
founder of Rajah Tours Philippines and pioneer in the Philippine tourism industry, stands out among the successful women of her generation
Alejandra Clemente
Was the every first chairman of the Philippine Tourism Authority
Jose D. Aspiras
Factors that Favor the Growth of TH
- Rising expenditures capacity of large sections of the population
- Increasing number of retired people who want to leisure travel
- Increase in the number of holidays- special holidays, non-working holidays, etc.
- Migration of people
- People are becoming more focused in career development-increasing business travels
- Loan availability
- Higher educational attainment
- Growth and development of cities
- Discovery of new and virgin islands
- Easier ways to book for package tours
- Easier ways to book for cheap package tour (promos) and inexpensive transportation
- Modern transportation due to technological and engineering advancements
- Advances in communication
- People are becoming more family-oriented
- Shift in values
