Macro and Micro Flashcards
WTO
World Tourism Organizations
- Chief organization in tourism
- The only organization whose activities cover all sectors of tourism
- The primary aim of the WTO is to promote and develop tourism
(IUOTO)
INTERNATIONAL UNION OF OFFICIAL TRAVEL ORGANIZATION
– a non- governmental technical body
ICAO
International civil aviation organization
- organization of around 134 governments establish
- promoting civil aviation
ICAO
International civil aviation organization
- organization of around 134 governments establish
- promoting civil aviation
IATA
International Air Transport Association
- was established in 1945 in HAVANA
OECD
THE ORGANIZATION FOR ECONOMIC COOPERATION AND DEVELOPMENT
- WAS SET UP IN SIGNED IN PARIS
PATA
PACIFIC AIR TRAVEL ASSOCIATION
- WAS ORGANIZED IN HAWAII IN 1951
CTA
CARRIBEAN TOURISM ASSOCIATION
- WAS FOUNDED IN 1951 TO ENCOURAGE AND ASSIST
APEC
AIR-PACIFIC ECONOMIC COOPERATION
- achieved official status as an international governmental organization
OAS
ORGANIZATION OF AMERICAN STATES
- STRENGTHEN THE RELATIONS BETWEEN AMERICAN STATES
WHAT ARE THE 4 INTERNATIONAL ORGANIZATION
- WTO- WORLD TOURISM ORGANIZATION
- IUOTO- INTERNATIONAL UNION OF OFFICIAL TRAVEL ORGANIZATION
- ICAO- INTERNATIONAL CIVIL AVIATION ORGANIZATION
- IATA- INTERNATIONAL AIR TRANSPORT TRAVEL ASSOCIATION
5 REGIONAL ORGANIZATION
- OECD-
- PATA
- CTA
- APEC
- OAS
6 NATIONAL ORGANIZATION
DOT
PTA
PCVC
IA
NPDC
NPF
-is the primary government agency
DOT -DEPARTMENT OF TOURISM in the PHILIPPINES
- they implement policies and programs of the department to the development
PTA- PHILIPPINE TOURISM AUTHORITY
,
created under Executive Decree 867
PCVC- PHILIPPINE CONVENTION and VISITORS CORPORATION
- created under Executive Decree 867
- WAS ESTABLISHED IN 1979
IA- INTRAMUROUS ADMINISTRATION
was created on January 14, 1963 by virtue of E.O
NPDC- NATIONAL PARKS DEVELOPMENT COMMITTEE
-was attached to the DOT in 1991 by virtue of E.O 497
NPF- NAYONG PILIPINO FOUNDATION
they have been established to bridge the gap between government and industry.
PROFESSIONAL TOURISM ORGANIZATIONS
PROFESSIONAL TOURISM ORGANIZATIONS
- UNITED STATES TRAVEL DATA CENTER (USTDC)
- TRAVEL INDUSTRY ASSOCIATION OF AMERICA (TIAA)
- TRAVEL AND TOURISM RESEARCH ASSOCIATION (TTRA)
- AMERICAN SOCIETY OF TRAVEL AGENTS (ASTA)
- UNIVERSAL FEDERATION OF TRAVEL AGENTS ASSOCIATION (UFTAA)
- WORLD ASSOCIATION for PROFESSIONAL TRAINING IN TOURISM (WAPTT)
- COUNCIL on HOTEL, RESTAURANT, and INSTITUTIONAL EDUCATION (CHRIE)
- ASSOCIATION OF TRAVEL MARKETING EXECUTIVES (ATME)
- SOCIETY of TRAVEL and TOURISM EDUCATORS (SOTTE)
TOURISM ORGANIZATIONS in the PHILIPPINES
PTAA
HRAP
TESCU
COHREP
AAHRMEI
PTAA
PHILIPPINE TRAVEL AGENCIES ASSOCIATION
–was established in 1979. It aims to foster unity
HRAP
HOTEL and RESTAURANT ASSOCIATION of the PHILIPPINES
– was founded on September 12, 1952
TESCU
TOURISM EDUCATORS of SCHOOLS, COLLEGE, and UNIVERSITIES
– is a bona fide organization of Tourism Educators
COHREP
COUNCIL of HOTEL and RESTAURANT EDUCATORS of the PHILIPPINES
- is a bona fide organization of hotel and restaurant educators
(AAHRMEI)
ASSOCIATION of ADMINISTRATORS in HOSPITALITY, HOTEL and RESTAURANT MANAGEMENT EDUCATIONAL INSTITUTIONS INCORPORATED
- is envisioned to be an outstanding organization
MAJOR SUPPLY COMPONENTS OF TOURISM
a. Attraction
b. Transportation
c. Intermediaries including travel agency and tour operator
d. Food and Lodging
Organizational Structure of Hotel
A. Front Office
b. Housekeeping
c. Food and Beverage Management
d. Marketing and Sales
“Tourism supply is
complex phenomenon because of both the nature of the product and the process of delivery.
Key aspects of tourism supply:
- Tourist Attraction
- Transportation
- Accommodation
- Restaurant Business
- Other tourist facilities and services (e.g. Entertainment and souvenirs)
-a physical (natural or man-made) or cultural feature (shows & events)
TOURIST ATTRACTIONS
are biological and geographical features created by God
Natural tourist attractions
Attractions are not necessarily purpose-built for tourism;
Artificial or Man-Made Attractions
Types of Man-made Attractions
- Theme Park - Manila Ocean Park is the first world-class marine theme park in the Philippines.
- Entertainment- Bayanihan Dance Troupe performs festival dances on different tourism venues.
- Theatre- Theatre and broadway shows become part of the tourist itinerary which attracts many tourists especially in the educational and cultural sectors.
- Casino- Casinos and gaming with highly exclusive slot machines for VIP clubs are located in major cities across the country.
Any device used to move an item or people from one point to another.
TRANSPORTATION SECTOR
Types of train services
are
Long Distance Train Services,
High-Speed Train Service,
Inter-city Train Service,
Branch Line Trains,
Commuter Trains,
Mass Transit System for Large city.
- Any movement of goods and/or passengers using a road
Road Transport
- is dominated by automobiles
Road transport- is dominated by automobiles
- Many tourists prefer to travel in comfort and privacy using personal or hired cars
HIRED CARS
Cruise liners or cruise ships carry passengers who travel by sea for leisure and voyage purposes
Waterborne Transport
STYLES OF SHIP
- OCEAN LINER
Epitome of the first Golden Age of cruising. - CONTEMPORARY CRUISESHIP OR MEGASHIPS
uniform/sized staterooms - MASTED SAILING SHIP
People who sail-on such ships want an experience of the old times, - RIVERBOATS AND PADDLEWHEELER
Designed for inland navigation on lakes, rivers, and artificial waterways. - FERRIES
Ferries provide an overnight or even multi day, - MULTI-PURPOSE SHIP
Some vessels, like those that sail the fjord-lined west coast of Norway,
Air Transport Services
Airlines are classified by their routes and by their schedules.
Major classifications OF AIRLINES
DOMESTIC AIRLINE
INTERNATIONAL AIRLINE
Air charter
the business of renting an entire aircraft as opposed to individual aircraft seats.
Full Service Network Carriers (FSNCs)
scheduled airlines with a business model
Low Cost Carrier (LCCs):
The Low Cost Carriers offer low prices for international and local flights
Scheduled Air Services
This service consists of air carriers that provide regular services on fixed time and frequency schedules.
Air taxis and Charter Operators
These air transportation companies that operate aircrafts-fixed or rotary wing- of different configurations for private charters.
Travel Trade Intermediaries
-TRAVEL AGENCY
-ONLINE TRAVEL AND TOUR AGENCY
-TOUR OPERATOR
Travel Agency
shall mean any person or entity engaged in the business
Online Travel and Tour Agency(OTA)
This pertains to any person or entity whose operation
Tour Operator
the entity that assembles and operates tour packages composed of two or more of the
following:
transportation service, accommodations and meals and tour guide or tour escort
Characteristics of a Tour Operator
- Wholesaler to travel agencies
- Intermediary of the travel suppliers
- Derives income from variable but limited profit margins
- Generate revenues by selling optional tours other tour products, excursions and extensions and processing documents for the clients.
Package Tour
combination of two or more travel components
Package Tour
It is a complete trip including transportation, meals, accommodations, activities, attractions, tour services etc.
TYPE OF TOUR
INBOUND TOUR
OUTBOUND TOUR
a tour of groups/individuals to the Philippines
INBOUND TOUR
inbound Tour Operator’s
comes from foreign (outbound) tour operators at the origin country
shall mean individual/groups outside the Philippines.
Outbound Tour
Outbound Tour Operator
arranges and assembles tour packages for the residents
described as the tour or residents of the Philippines within the country
local tour
Tour Local Operator
comes from both local and foreign travelers visiting the local destinations
Domestic Tour
involves residents of one country traveling only within that country.
Domestic Tour Operator business
comes from the individuals, local associations, and schools, private and public organizations
Travel and Tour Operation Agency
This is a primary tourism enterprise regularly engaged in both Tour Operator and Travel Agency services.
HOSPITALITY INDUSTRY (Food & Accommodation)
It is a Service Industry that helps people to feel welcome
Derived from the French word “hospice” that means to provide for the weary or to take care for those Traveling.
HOSPITALITY
➔ built in 1788 with the cost of $17,500. First hotel with 6o beds.
Hotel de Henry IV
The French Revolution
● During this time the course of culinary history was changed.
➔ Georges Auguste Escoffier
❏ He was a French chef, restaurateur and culinary writer who popularized and updated traditional freanch methods.
❏ Parisan soup maker who opened the first restaurant in 1765, and a Father of Modern Restaurant”.
➔ M. Boulanger
Famous Spas
● Saratoga Springs – New York
● Spa at Baden - Germany
● Marienbad – Bohemia
● Vichy – France
Famous Resorts
● French Rivera
● Homestead in Hot Springs
● Niagara Falls, the Canadian Horseshoe Falls
● Greenbrier, White Sulfur Spring Resort – West Virginia
An English man who is considered as the “First Travel Agent”
Thomas Cook (1841)
➔ Opened in Boston in the 19th century. The First Luxury Hotel that has the first toilets and private bedrooms with locks and door.
tremont hotel
➔ He was a Swiss hotelier and founder of several hotels, most famously the Hôtel Ritz in Paris and The Ritz Hotel in London. His nickname was “king of hoteliers, and hotelier to kings.”
Cesar Ritz
was the first luxury hotel in Britain, introducing electric lights throughout the building, electric lifts, bathrooms in most of the lavishly furnished rooms, constant hot and cold running water, and many other innovations. Carte hired manager César Ritz and French chef Auguste
savoy
➔ Opened his first hotel in Buffalo, New York in 1970.
Ellsworth Milton Statler
➔ He is considered as the “King of Innkeepers”. Opened his first hotel in Texas, The Mobley in
Conrad Hilton
➔ Founder of the Marriott hotel chain.
John Willard Marriot Sr.
➔ Founder of Holiday Inn. Opened the First Holiday Inn Motel in Memphis in 1952. Holiday Inn went international in 1960.
Kemmon Wilson
➔ Invention of the automobile led the hotel industry into a booming business in the 2010s
Tourist Courts / Motel
are coined from “motor hotel
Motels
Motels with 15 cabins/rooms rented for a night were called
Tourist courts
Opened in 1872 – 1923 and one of the nation’s top fine dining establishments
Delmonico’s in New York City
was made available to masses.
Air travel
20th Century Restaurants
● White Castle – 1921
● Howard Johnsons – 1927
● Marriott Hot Shoppe – 1927
● TGI Friday’s – 1965
● Chili’s – 1982
became an integral part of the industry. Business travelers became the most important lodging guests.
Conventions and Conferences
The Industry Today
Campgrounds
➔ Appeal to travelers who prefer to commune with nature on vacation.
Treetops
➔ Located in Africa, features rooms in a huge tree
Capsule Hotel, Kapuseru Hotel
➔ Hotel system in Japan of extremely dense occupancy.
establishments play a significant role in the promotion of Hospitality business since they provide most of the services needed by tourist & travelers,
Hotels and accommodation
RESORT CATEGORIZATION
● Beach Resort – along the seashore.
● Inland Resort – within the town proper.
● Island Resort – in a natural or man-made island within the internal waters of the Philippine Archipelago.
● Lakeside or Riverside Resort – along or near the bank of a lake or river.
● Mountain Resort – at or near a mountain or hill.
● Theme Parks - is a group of entertainment attractions, rides, and other events in a location for the enjoyment of large numbers of people
SIX CATEGORIES OF ACCOMMODATION ESTABLISHMENT
-HOTEL
RESORT
TOURIST INN
APARTEL
PENSION HOUSE
MOTEL
CLASSIFICATIONS OF HOTELS
A. ACCORDING TO SIZE
● Small – consist of 1-25 rooms
● Medium/Average – consist of 26-100 rooms
● Large/Above Average – consist of 101-300 rooms
● Very Large – consist of more than 300 rooms
B. ACCORDING TO PLAN
● European Plan (EP)– a hotel rate that includes room only, no meals
● Continental Plan (CP)– includes room and continental breakfast
● American Plan (AP) – includes room and three meals a day
● Modified American Plan (MAP)/Demi Pension – includes room and 2 meals a day(breakfast and dinner)
● Bermuda Plan (BP) – includes room and American breakfast
ACCORDING TO LOCATION
● Downtown/ Suburban Hotels – located at the heart of the city
● Transit Hotels – located near the port entry; sea ports, airports, bus terminal or railway station.
● Resort Hotels – located away from the city
● Motels or Motor Hotels – located on highways with moderate to modern facilities
ACCORDING TO LENGTH OF STAY
● Residential Hotels – located anywhere in the city or suburban.
● Transit Hotels – Airport hotels, motels where guests stay in a short period of time.
ACCORDING TO OWNERSHIP
● Independent Hotels – owned by independent ownership
● Management Contractual Agreement – a type of ownership where the hotel owner subcontracts
● Chain/Franchised Hotels – hotel is independently owned but it is affiliated to a chain.
CLASSIFICATION OF HOTEL GUESTROOMS
A. ACCORDING TO NUMBER & TYPE OF BEDS
● Single Room – is a room with a single bed, occupied by one person.
● Twin Room – has two single beds, maybe occupied by one or two persons.
● Double Room – is equipped with one double or matrimonial bed, good for two persons.
● Double-Double – has two double or queen beds, occupied by two or more persons.
● Triple Room – is a room occupied by three people. It usually has one double bed and a rollaway bed or 2 single beds plus a rollaway bed.
● Quadruple Room – can be occupied by four people and may have two beds or more.
● Family Room – is a room with at least 1 double bed, with 1 or more single beds. It is designed to accommodate one small family.
● King Room – a room w/ king size bed, occupied by 1 or 2 people or 1 small family.
● Connecting Rooms – have two or more rooms with entrance doors from the outside and a door between them through which guests can get through each bedroom without going out of their rooms.
ACCORDING TO PRICE & TYPE OF FACILITIES & AMENITIES
● Economy Room – a room designed for an economical rate, usually short of standard facilities like air- conditioned unit, television and other amenities.
● Standard Room – a room sold at moderate rate, equipped with standard facilities and amenities like air-conditioned unit, private toilet & bath with toiletries, a television, bed w/ complete linen, night table, etc.
● Deluxe or Enhanced Guestroom – is usually more spacious and more elegant in design than the standard room and is provided with more amenities that are more sophisticated or elegant. It is sold at a much higher rate than standard rooms.
● Suite – is a much larger room with superior amenities and facilities. The layout usually provides for a parlor or living room connected to 1 or more full size bedrooms.
TYPES OF HOTEL SUITES
● Junior Suite – a room with a bed and a sitting area (usually a small lounge). There may be a small, separate bed, connected to the living room or parlor. It is also called a mini suite.
● Corner Suite – is a suite room that is located in the corner of the hotel building. It usually covers the same area that is occupied by two standard rooms.
● Penthouse Suite – a suite usually located on the penthouse or top floor of the building.
● Executive Suite – a suite designed for a top executive, with facilities and amenities of superior quality.
● Hospitality Suite – is more than a sleeping room. It is designed to include a function room or parlor for entertaining guest’s visitors.
CLASSIFICATION OF GUEST ROOM BEDS
● Single Bed – a bed approximately 36 inches wide by 75 inches long.
● Double Bed – a bed that can accommodate a couple or two individuals. Is approximately 54 inches wide and 75 inches long.
● Queen Bed – an extra long , extra wide bed, about 60 by 80 inches in size.
● King Bed – an extra long, extra wide bed, about 78 inches wide and 80 inches long.
● Roll Away Bed – a portable bed, a folding bed.
● Pull Out Bed – bed that is inserted into a bed and pulled out when used. it is advisable for small rooms as it is space saving.
● Sofa Bed – is a couch that is convertible into a bed.
TERMINOLOGIES USED TO DESCRIBE VARIOUS TYPE OF GUESTS
◆ Very Important Person (VIP) – refers to a well renowned guest like a high ranking official or an executive who warrants special treatment and handling.
◆ Very, Very Important Person (VVIP) – is a highly renowned person who deserves extra special treatment.
◆ Free Independent Traveler (FIT) or Foreign Individual Tourist – refers to a tourist or a traveler who is traveling alone or is not w/ any tour group.
◆ Joiner – is a person joining another guest in the same room.
HOTEL RATING SYSTEM
● ONE STAR HOTELS
➔ Low budget hotels, inexpensive, may not have housekeeping or room service.
● TWO STAR HOTELS
➔ Budget hotels, slightly more expensive, usually have housekeeping service.
● THREE STAR HOTELS
➔ Middle class hotels, moderately priced, has daily housekeeping service, room service & may have a dry cleaning, internet access & swimming pool.
● FOUR STAR HOTELS
➔ First class hotels, expensive by middle class standards, have all of the previously mentioned services, and have many luxury services (ex. Massage or a health spa).
● FIVE STAR HOTELS
➔ Luxury hotels, most expensive hotels/resorts in the world, numerous extra amenities to enhance the quality of the client’s stay (some have private golf courses & even a small private airport).
● SIX – SEVEN STAR HOTELS
➔ A level beyond luxury, with comforts beyond the wildest dreams of what was possible in a five star.
HOTEL OPERATIONAL CYCLE
- PRE-ARRIVAL PHASE
➔ Guest contact occurs prior to the guest’s arrival in the hotel. - ARRIVAL PHASE
➔ The first direct contact occurs in this place. Here, guests are welcomed to the hotel. - IN-STAY (DURATION)
➔ This phase focuses on tasks performed in the entire duration of the guest’s stay. - DEPARTURE
➔ The hotel prepares all necessary requirements to a guest’s checkout from the property. - POST DEPARTURE
➔ Upon guest departure, the hotel checks any lost items by the guest.
THREE (3) MAIN DIVISIONS IN HOTEL ORGANIZATION
Room division
Food and beverage division
Administrative division
w/c handles all matters pertaining to room accommodation and maintenance
ROOMS DIVISION
➢ Uniformed Services
● Bell Attendants: Ensure baggage service between the lobby area and guestrooms
● Door Attendants: Ensure baggage service and traffic control at hotel entrance(s)
● Valet Parking Attendants: Ensure parking services for guest’s automobiles
● Transportation Personnel: Ensure transportation services for guests from and to the hotel
● Concierge: Assists guests by making restaurant reservations, arranging for transportation, and getting tickets for theater, sporting, or any other special events
w/c is concerned with food preparation and service.
❖ FOOD & BEVERAGE DIVISION .
● Are the areas in a hotel where food and beverages are sold to. both in-house and outside guests.
➢ Food Outlets – Restaurants and Bars
is a hotel service enabling guests to choose items of food and drink for delivery to their hotel room for consumption.
➢ Room Service
handles all special food events at a hotel.
➢ Banquets & Catering
● The main functions of a kitchen are to store, prepare and cook food (and to complete related tasks such as dishwashing).
Kitchen
is more concerned w/ administrative and office matters.
❖ ADMINISTRATIVE DIVISION –
● Some of the duties of the human resources division are listed below:
a) Responsible for external & internal recruitment
b) Calculates employees’ salaries, compensation, and tax withholding…
c) Administrates employees’ paperwork, monitors attendance…
d) Maintains good relations with Labor Unions
e) Ensures employees’ safety and working conditions
This very department maintains the property’s structure and grounds as well as electrical and mechanical equipment.
➢ Engineering or Facilities Maintenance
personnel are usually screened from in-house personnel, security officers or retired police officers, across certain physical skills, and prior experience.
➢ Security Office
● Some of the functions of the security division are listed below:
a) Patrols the property
b) Monitors supervision equipment
c) Ensures safety and security of guests, visitors, and employees
monitors the financial activities of the property
Accounting
include interviewing salespeople, placing orders for goods needed by all hotel departments, keeping records of all purchases and payments
Purchasing
Two Major Classification of Hotel Division
- Front of the House – they are at the frontline and situated in guest contact areas. Most of their service personnel are directly dealing with guests. They are directly involved in operations and service delivery.
- Back of the House – they are behind the scene, meaning they are not in the guest contact area and most of their personnel are not dealing w/ guests.
are not exclusively economic phenomena, it also involves other aspects such as social, cultural, political and environmental.
Tourism and Hospitality
derives from a French term, which in turn derives from the Latin word “colore”
Culture
is the subset of tourism concerned with a traveler’s engagement with a country or region’s culture,
Cultural Tourism
DISADVANTAGES OF CULTURAL TOURISM
- Culture clash.
- The commercialization of a culture may detract the tradition.
- Assimilation.
- Loss of cultural integrity.
- Exploitation of cultural resources.
- Culture Shock.
2 major concepts in sociology and deal with the change in people.
Assimilation and acculturation
- the process by which a person or a group’s language and/or culture become similar to another culture or language.
- people adopt the new culture and lose their original features.
Assimilation
-the exchange of cultural features that results when different groups come into continuous firsthand contact.
-people retain their original cultural features while adapting to the new culture.
acculturation
CULTURAL FACTORS WITH TOURIST APPEAL
art- includes performing arts and fine arts which exemplifies culture and aesthetic beauty
music and dance - dance and music have played a remarkable role to attract tourists
handicrafts- sustain the relevance of our very own culture and tradition throughout generations
industry business- Tourist desired destinations include industrial sites peculiar to a particular location
agriculture- rich source of enjoyment and satisfaction to a large segment of tourists.
education- The campuses of colleges and universities of a country become landmarks of history and create appeal to the tourists.
literature and language - deals with places and events from fictional texts as well as the lives of their authors
science - Tourists are fond of exploring scientific activities of a country
government- Countries differ in their systems of government
religion- The religious tour is one of the most popular activities for the religious devotees
food and drink - Food enthusiasts that enjoy exploring new destinations can indulge in the best of both worlds
history - One of the motivations of tourists to travel is to experience the places and activities that authentically represent the stories and people of the past.
DIRECT AND SECONDARY EFFECTS
- Direct is defined as income is received directly.
- Indirect or secondary effects refers to the money paid by the tourists to businesses
involves meeting of people who do not normally meet, confrontation of different cultures, ethnic groups, lifestyle, languages, levels of prosperity and the like.
Social Tourism
Types of tourists in terms of motivation and behavior
- Hard Eco tourists - prefer physical active and challenging experiences
- Soft Eco tourists- prefer experiences that are less taxing and supported by accommodation,
UNWTO defines Sustainable tourism as
“tourism that takes full account of its current and future economic, social and environmental impacts, addressing the needs of Visitors, the industry, the environment and host communities”. (UNEP & UNWTO, 2005:24)
