MPTH Flashcards
MIDTERM EXAM REVIEWER
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
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
where food and beverages are served but they are not the primary business
NON-COMMERCIAL FOOD SERVICES
The word hospitality is derived from the Latin word, ________ which means ________.
“Hospes”, guest
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
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
is a geographical location which has the necessary components to attract tourists and meet their needs- usually due to its cultural and natural values.
Tourist destination
is any activity that people do for rest, relaxation and enjoyment to make them free from the demands of work and duty.
RECREATION AND ENTERTAINMENT
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
bring travelers into a country as a group or through individual tour packages
Inbound Tour Operators
This kind of leisure is mainly associated to activities that involve children, young adult and teens
PLAY AND ACTIVITY-BASED LEISURE
PHYSICAL RECREATION CAN BE DIVIDED INTO 2 TYPES:
- BASED ON THE ROLE OF THE PERSON INVOLVED:
-active or participative, e.g. playing volleyball and basketball
-passive or spectator, e.g. watching a game - 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
is another important element and can determine what form of transport would be taken to complete the journey.
Distance to travel
agency responsible for the promotion of responsible, sustainable and universally accessible tourism
United Nations World Tourism Organization (UNWTO)
can’t be stored for later sale or use
Perishable
is an organization of tour operators and allied members actively involved in the advocacy of responsible tourism.
Philippine Tour Operators Association (PhilTOA)
Was the every first chairman of the Philippine Tourism Authority. He also became the president of the Pacific Asia Travel Association and World Tourism Organization which promulgated the Manila declaration of world tourism. Under his stewardship in 1980, one million tourists arrived to the Philippines and the tourism industry in the Ph became the third largest dollar earner in the Philippines.
Jose D. Aspiras
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
are temporary visitors staying at a place at least or more than 24 hours.
Tourist
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)
quality depends on who provides them and when, where and how
Variable
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. Such tourists prefer to drive to destinations, stay in typical accommodations and eat at family-type restaurants.
PSYCHOCENTRIC (THE REPEATER)
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. With technology, restaurants and hotels use reservation, seating and guest management tools to reduce such problems.
The Tech Perspective
is the process of making movement of people from one place to another using primitive and simple to modern and complex means of transportation.
TRANSPORTATION
Phase I: BUBBLE TRAVELERS
Phase II: Idealized Experience Seekers
Phase III: Seasoned Travelers
Phase IV: Complete Immersers
Henley Center Model of Holiday Making
Founded the Marriott Corporation which has continued to be an important asset to the hospitality industry. He quoted, “take care of your people and they will take care of your business.”
J. Williard Marriott
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)
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
in terms of development and maintenance of transport which provides the link to the tourist destination as well as the tourist attractions at the destination. Regular and convenient transports also add to the attractiveness of the site.
Access
can’t be seen, tasted, felt, heard or smelled before being purchased
Intangible
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
There are 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.
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
The success of a tourist destination may be dependent on three basic factors:
Attraction, Amenities and Access.
Package tour classifications:
1.) independent inclusive tour (IIT)
2.) group inclusive tour (GIT)
wherein the tourist travel to the site or destination individually
Independent inclusive tour (IIT)
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
involves traveling outside the country and may show possible problems in language barrier, currency, documentation barrier (visas, passport) and socio-cultural differences.
International Tourism
is considered to be the most important basic
component of tourism. _______ means any
things or any places that a person desires. _______ determines the choice of the tourists to visit a destination or choose a particular thing to buy rather that others
ATTRACTION
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)
Recognized as the first professional travel agent. He was the founder of the first world travel agency. He is credited for making world travel possible for the middle class. 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
2 types of travel:
business travel - wherein a person travels to another place for work and spends money on hospitality and tourism products (lodging and food and beverages)
leisure travel - wherein a person travels for recreation and entertainment.
5 ELEMENTS OF TRAVEL
- Reason for Journey
- Distance to Travel
- Length of Stay at the Destination
- Residence of the Tourist
- Form of Travel
This is an important element for the destination’s government for them to monitor which country or race visits their country frequently. This will be analyzed statistically and may help the destination’s government to plan for better development of tourism and hospitality sectors available in their country and to help them attract more tourists.
Residence of the tourist
He was once recognized as the ”biggest hotel man in the world”. He was described by the New York Times as the “master of hotel finance”. He also pioneered the 1 to 5 rating system of hotels and combined hotels with resorts and casinos. In 1954, he formed a group of American hotels which followed standard operating procedures (SOP) to standardized operations.
Conrad Hilton
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
5 COMPONENTS OF LEISURE/RECREATION
- SPORTS AND PHYSICAL RECREATION
- ARTS AND ENTERTAINMENT
- COUNTRYSIDE RECREATION
- HOME-BASED LEISURE
- PLAY AND ACTIVITY-BASED LEISURE
The origin of the word ‘Tourist’ dates back to the year ______
1292 AD
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
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
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
The founder and chairman of Four Seasons Hotels that was built in downtown Toronto. The Four Seasons introduced complimentary shampoo, 24-hr room service, and same day clothes clothing and cleaning.
Isadore Sharp
are 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
A British Consultancy of Futurology, Henley Center has divided the tourists into 4 phases:
Phase I: BUBBLE TRAVELERS
Phase II: Idealized Experience Seekers
Phase III: Seasoned Travelers
Phase IV: Complete Immersers
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)
This is the primary service that the tourist needs
at the destination. ____________is 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
Formerly known as Philippine Convention and Visitors Corporation
Tourism Promotions Board (TPB)
This is the 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
can’t be separated from service providers
Inseparable
COMPONENTS OF TOURISM
- ATTRACTION
- ACCESSIBILITY
- ACCOMMODATION
- AMENITIES
- Activities
was established primarily for the promotion of research development project on social sciences, humanities and other related fields.
Nayong Pilipino Foundation (NPF)
can be done without leaving your home but in the comforts of your home.
HOME-BASED LEISURE
The UNWTO states that tourists can be:
a. Domestic tourist
b. Inbound tourist
c. Outbound tourist
The definition of tourists and excursionists by UNWTO is directly associated to this element.
Length of stay at the destination
Was the founder of of Chris Steakhouse, the largest upscale restaurant chain in the US. It has 59 operations-54 in the US and Puerto Rico and 5 internationally. It sells more than 11,000 steaks daily with a gross income of two hundred million USD per year.
Ruth Fertel
2 Classes of Visitors
- Tourist
- Excursionist
Was 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
comprise operations whose primary business is food and beverage.
COMMERCIAL FOOD SERVICES
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
A tourist who seek new experiences and adventure in a wide range of activities. This person is outgoing and self-confident in behavior. An _______ person prefers to fly and to explore new and unusual areas before others do so.
ALLOCENTRIC (THE WANDERERS)
founder of Rajah Tours Philippines and pioneer in the Philippine tourism industry, stands out among the successful women of her generation. She and her husband built a business from 10,000 pesos only in 1972.
Alejandra Clemente
‘Tourism or Tourist’ word is related to the
word ‘‘tour” which is derived from the Latin word ______, it means a tool for describing a circle or a turner’s wheel. It is from the word ’tornus’ the notion of a _______ or a packaged tour has come in vogue
‘tornus’, “round tour”
in the simplest explanation is what the tourist buys.
Tourist Product
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. He was the 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
Components/Networks of Tourism and Hospitality
- Food and Beverage services
- Accommodation or Lodging services
- Leisure and recreation services
- Tourism services
This category of tourists covers the ones who swing between the said two types.
MIDCENTRIC (COMBINATION)
is the general manager of the Savoy Hotel in London, one of the most famous and luxurious hotels in the world. 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
4 Components of tourism Product:
- Food
- Transport
- Accommodation
- Leisure
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
“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)
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
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. Examples of OTAs in the Philippines are: Asiatravel, Agoda, Expedia and Wotif
ONLINE TRAVEL AGENCIES (OTAs)
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)
include a wide range of supporting facilities and services like accommodation, food, entertainment and recreation which are required by the tourists at the destination. The attractiveness of the destination may be affected by the different amenities available in the surroundings. Presence of more entertaining and enjoyable amenities may increase the attractiveness of the tourist site.
Amenities
Lodging 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).
ACCOMMODATION/LODGING
is a 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
Services in food and beverage
Table service
Family service
Plate service
French service
Gueridon service
Silver service
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 agency can assemble products and services intro pre-packaged travel tours (bundles of related travel services offered to potential travelers at a single price).
TRAVEL AGENCIES
are the motivation of a tourist to want to visit a site or destination. Attraction may consist of artificial (purpose-built attractions), natural sites, heritage attractions and events.
Attractions
is tasked to develop, preserve, and manage Rizal and Paco Parks in Manila and other parks
National Parks development Committee (NPDC)
The 3 Perspective of Hospitality
- The Guest Perspective
- The Operator Perspective
- The Tech Perspective
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
are 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
its main functions are to restore Intramuros and promote it as a tourist destination.
Intramuros Administration (IA)
is the friendly and generous reception and entertainment of guests, visitors, or strangers and providing them food, beverages, lodging and abode
Hospitality
2 DISTINCT TYPES OF F&B ESTABLISHMENTS
- COMMERCIAL FOOD SERVICES
- NON-COMMERCIAL FOOD SERVICES
was a Filipino travel pioneer who founded and acts as the president and CEO of Adam’s express in the Philippines. Adam’s Express is one of the Philippines major travel agencies and one of the top producers of Filipino tourists to Europe.
Mamerth Banatin
This may include other organization that not only focuses in leisure travel but also business trips and other functions
Other organizations
Known as the Father of the Modern Hotel Industry.
Ellsworth Milton Statler
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
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
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)
“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
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)
Services may be characterized as:
Intangible
Inseparable
Variable
Perishable
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
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)
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
Was an entrepreneur best known for expanding the Mc Donald’s. In 1955, he founded McDonald’s system incorporation and opened its new restaurant in Des Plaines, Illinois. Kroc developed several operational guidelines such as Quality Service Cleanliness and Value. Kroc’s motto, “Never be idle a moment,” was also incorporated into the business.
Ray Kroc
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
as people traveled from their homes, going about their business, they often had a need or desire to eat or drink.
FOOD AND BEVERAGE
work within a country to make travelers
to other countries
Outbound Tour Operators
wherein the tourist travel to the site with the company of other tourists.
Group inclusive tour (GIT)
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
15 Agenices:
- Tourism Infrastructure and Enterprise Zone Authority (TIEZA)
- Tourism Promotions Board (TPB)
- Intramuros Administration (IA)
- National Parks development Committee (NPDC)
- Nayong Pilipino Foundation (NPF)
- Philippine Retirement Authority (PRA)
- Philippine Commission on Sports SCUBA Diving (PCSSD)
- Duty Free Philippines Corporation (DFPC)
- Philippine Tour Operators Association (PhilTOA)
- World Tourism Organization (UNWTO)
- Tourism Educators and Movers (TEAM) Philippines
- Travel Cooperative of the Philippines (TCP)
- Hotel and Restaurant Association of the Philippines (HRAP)
- Philippine Hotel Owners Association
- Philippine Travel Agencies Association
Nature of a Tour
Domestic Tourism
International Tourism
Package Tour
BASED ON THE ROLE OF THE PERSON INVOLVED
-active or participative, e.g. playing volleyball and basketball
-passive or spectator, e.g. watching a game
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
COMPONENTS OF TRAVEL SERVICES
a. TRAVEL AGENCIES
b. ONLINE TRAVEL AGENCIES (OTAs)
c. TOUR OPERATORS
d. DESTINATION MARKETING ORGANIZATIONS (DMOs)
e. Other organizations
Tourism has two essential elements:
Dynamic element (the journey)
Static element (the stay)
Examples of Reason for Journey
-work or business
-entertainment, sports and theater
-outdoor recreation-boating, fishing
-personal-wedding, funeral, medical
-visiting family and friends
-conventions and meetings
-holiday celebration
