Midterm Flashcards
“Pineapple” Tradition
Pineapples are a symbol of: Welcoming, Friendship and Hospitality
Intangible
Services provided by the Hospitality industry cannot be touched to taken home
Perishable
If the product isn’t sold, revenue is lost
Inseparable
Production and consumption occur simultaneously
Stephen Hall
Developed a code of ethics fro the Hospitality and Tourism industry. Has eleven points and pinpoints the essense of ethics and morality as it relates to how we treat our guests and our employees.
Seven Deadly Sins of Service:
Developed in At America’s Service, by Karl Albrecht:
1. Apathy
2.Brush-off
3.Coldness
4.Condescension
5.Robotics
6.Rule book
7.Runaround
TQM
Total Quality Management: A program the reduces costs, increases satisfaction for both guests and statt as well as increasing profits.
Disney Service Model
Everything that occurs within the Disney enviroment is focused on achieving the mission statement.
Elements of the Disney Service Model:
It begins with a smile
Make eye contact, use body language
Respect and welcome all guests
Value the magic
Initate guest contact
Createive service solutions
End with a “thank you”
Tourism in the 17th Century
Increasing travel by horses and carriage. Port houses were set up to accomodate riders and their animals.
Tourism in the 19th Century
Cruising becomes fashionable and rail travel grows in popularity.
Tourism in the 20th century
Automobile is invented and traveling by car increases. Air travel gains in popularity in the mid-20th century. Crusing returns to popularity.
Tourism in the 21st Century
Temporary decline in tourish during the early part of the century due to: Terrorism, SARS, Flu outbreaks, War. Picks back up in the 2010’s
UNWTO
United Nations World Tourism Organization is a specialized organizatino of the United Nations (UN) focused on global tourism.
Tourism
The activites of person travelling to and staying in places outside their usual enviroment for not more than one consecutive year for leisure, busness and other purposes”
Top 3 tourist receiving areas are projected to be:
Europe, East Asia and Pacific and the Americas
Tourism grows at how many percent a year?
3.1%
How many trillions of dollars of the global economy?
7.6
The Multiplier Effect
When a tourist spends money the money is recycled into the local industry, so businesses can purchas more goods and services, generating more use of the money.
On any given day, how many planes are in the air in the united states?
5,500
A “feeder” market
A market that provides the source passengers for a particular destination. Major airllines form alliances that allow them to access these markets.
Hub-and-Spoke system
A system that allows passengers to travel from one smaller city to another via hub or hubs. Some benefits includes: Airlines can service more cities at a lower cost. Airlines can maximize passenger loads between smaller cities
Rail Travel
Declined in populaity in 1920s. Faced with a posisble collapse of the industry, congress passed the rail paseenger service act in 1970. Amended in 2001.
When was the Rail Passenger Service Act passed?
1970
When was the Rail Passenger Service Act amended?
2001
Amtrak
National Railroad Passenger Corporation was established after the Rail Passenger Service Act amended. This entity began operation as a semi-public corporation establishing intercity rail serivce.
Maglevs
Rail travel capable of traveling at speeds over 300 mph. Travel on a cushion of magnet above the ground.
When did the first horseless carriages appear?
1895
How many companies in the United States rent cars?
5,000
How many rentals occur at airports?
75%
How many car rentals are from leisure travelers?
30%
Four largest US car rental companies:
Hertz
Acis
National
Budget
Different types if bus services:
Local
Charter/Tour
Airport
Commuter/Rapid Transit
IATA
International Air Tramsportation Association regulates almost all international air travel. Maintains stability of fares and rates.
ICAO
International Civil Aviation Organization. Coordinates the development of civil aviation.
WB
World bank that lends money lends money for tourism development.
UNDP
United Nations Development Program assists countries with development projects including tourism
OECD
Organization of Economic Cooperation and Development that established in 1960 and was designed to support sustainable economic growth.
NTO
National Tourism Organization was found in many countries to coordinate tourism efforts
TIA
Travel Industry of America is the main body for promotion and development of tourism in the united states
American Express Travel Services
The largest provider of services
This form of travel comprises how much of domestic travel?
79%
Ecotourism
Responsible tourism
Cultural tourism
Visting for historical, artistic, scientific or likestyle/heritage reasons.