CONCEPTS OF TOURISM, HOSPITALITY AND LEISURE TOURISM Defined as a short-term movement of people to places other than their normal place of residence and work, including the activities of persons traveling to and staying in locations outside their places of residence and work for not more than twelve months, for the purpose of: (1) leisure (recreation, vacation, health, study, religion, and sport); and (2) business, family, mission, and meetings. Tourism was defined as a sum of relations and phenomena resulting from the travel and stay of non-residents, in so far as [travel] does not lead to permanent residence and is not connected with any permanent or temporary earning activity. Characteristics of Tourism 2 Main Elements ● Dynamic- movement, which refers to the journey (travel) to and from adestination ● Static - the length of stay outside the permanent residence in variousdestinations Other Characteristics Movement to and from the destination is temporary (temporary change of residence), short-term, with intention to return Destinations are visited for purposes other than taking up permanent residence or employment The activities tourists engage in during their journey, and the stay outside the normal place of residence and work, are distinct from those of the local residents and working populations of the places visited Participants Influenced by Tourism Tourists Businesses providing goods and services that the tourist market demands Government of the host community Host community. These groups cooperate to accomplish a set of goals at the micro and macro levels within constantly changing legal, political, economic, social, and technological environments. Sectors - - Tourism involves production, marketing, and consumption of numerous products such as car rentals, hotel rooms, meals, etc. It requires researching, planning, managing, and controlling tourist enterprises. Tourism also involves a historical analysis of tourism activities and various institutions. Tourism is about activities and services. What are Tourism Products? A tourism product is a combination of all goods, activities, and services offered to tourists by different sectors of the tourism industry in order to satisfy tourist needs while they are away from home. It includes the journey to and from a destination, transfer from and to an airport, accommodation, transportation while at the destination, and everything that a tourist does, sees, and uses on the way to and from the destination, including purchases of food and drinks, souvenirs, entertainment, amusement and a very wide range of other services such as financial, medical, insurance, etc What are Tourism Products? Tourism product' covers a number of different categories including: Accommodation, i.e. hotels, bed & breakfasts, guest houses, self-catering/serviced apartments, camping, caravanning and home stay Hospitality, i.e. food and beverage serving services, e.g. pubs, restaurants, cafes, private dining for groups/conferences Transport services, e.g. rail, road, water, air networks and rental Guided tours and tourist guides Travel agencies and other reservation services, including tour operators and destination management companies (see travel trade section) Cultural services, e.g. museums, attractions Sports and recreational activities Retail of the Tourism Industry Transportation Accommodation Attractions Amenities Entertainment Eating and drinking establishments Shops Activity facilities (leisure and recreation) Other Characteristics of Tourism Tourism is multidimensional. Tourism embraces virtually all aspects of human life and society. Tourism is a major economic activity of the travel, lodging, retail, entertainment subsector, and many other subsectors that supply tourist needs. Major Components of the Tourism Destination 1. accessibility, which is a function of distance from tourist markets, and external transport and communications, which enable a product to be reached; 2. amenities (e.g., catering, entertainment, internal transport, and communications, which enable the tourist to move around during his or her stay); 3. 4. 5. accommodation; attractions, which may be site attractions (e.g., scenic, historical, natural wonders) or event attractions (e.g., exhibitions, sporting events, congresses); and activities (e.g., outdoor and indoor recreation activities). Forms of Tourism 1. Cultural tourism - It is also called as heritage tourism. People are curious to know about foreign lands and their cultures. Culture is most important factors which attracts tourists to a destination. 2. Religious tourism - It is also called as Pilgrimage tourism / Spiritual tourism. It is a form of tourism, where people travel individually or in groups for pilgrimage. Modern religious tourists are more able to visit holy cities and holy sites around the world. 3. Family Tourism - It involves the family unit and their participation in diverse forms of tourism activity. This includes visiting one’s relatives and friends for interpersonal reasons. 4. Health Tourism – It is also called as Medical tourism. Today, many people travel great distances to exotic locations or health care facilities in faraway countries, in search of medical treatment and care. 5. Sports Tourism – It refers to travel which involves either viewing or participating in a sporting event staying apart from their usual environment. 6. Educational tourism - the main focus of the tour visiting another country to learn about the culture, such as in Student Exchange Programs and Study Tours, organizing specialized lectures of the eminent personalities and for research. 7. Business Tourism - The business traveler’s main motive for travel is work. Hospitality It is concerned with the provision of accommodation and catering (food and beverage) services for guests. It also refers to the reception and entertainment of travelers, the way they are treated by industry employees (with empathy, kindness, and friendliness), and an overall concern for the traveler's well-being and satisfaction. It is a broad category of fields within the service industry that includes lodging, food and drink service, event planning, theme parks, transportation, cruise line, traveling, airline and additional fields within the tourism industry Sectors of the Hospitality Industry 1. Food and Beverages – it is considered to be the largest segment of the hospitality industry. 2. Travel and Tourism – it deals with services related to moving people from one place to another. 3. Lodging – it means. accommodation for a period or a place for one or more nights. 4. Recreation – it is any activity that people do for rest, relaxation, and enjoyment. Characteristics of the Hospitality Industry Product is intangible and perishable No such thing as business hour Hospitality operations run on a 24hour basic all year round Characterized by shift work Three Managerial Roles in the Hospitality Industry 1. Making the guests and visitors feel really welcome 2. Making things work for the guests and visitors 3. Making sure the process continues to provide the best service and make a high profit Audit Organization Structure in Hospitality Industry Firms What are Products, Goods, and Services? In the marketing literature, goods and services are both described as products. In simple terms, tangible products are often referred to as goods, while intangible products are often referred to as services. Services are a different type of product than goods Some products are a mixture of a tangible good and intangible service. Four Distinct Categories of Products 1. purely tangible goods, 2. tangible goods with accompanying intangible service 3. a major intangible service with accompanying tangible goods, and 4. a pure intangible service A pure good implies that no element of intangible service is offered with the good the customer receives. A pure service implies that there is no element of physical goods in the service offered. Services Services are provided in every sector of the economy: in retailing, wholesaling, transportation, telecommunication, finances, health, education, and many other sectors, including tourism, hospitality, and leisure. All services are characterized by intangibility, perishability, inseparability of production and consumption. In summary, the concept of service is multidimensional and difficult to define and evaluate. It becomes a particularly complex issue in high-contact service industries such as tourism, hospitality, or leisure, which by themselves are extremely difficult to define and explain. Travel - - It refers to the spatial displacement of people and the activities of people taking trips to places outside their residence for any purpose except daily commuting to and from work. It may be undertaken for tourism purposes, or other purposes such as migration, commuting, or exploring. It includes both business and convention tourism as distinguished from "pure" pleasure tourism. Leisure It is considered to be part of free time available to the individual after necessary work and duties are accomplished, to be spent at the discretion of the individual. It refers to the time free from obligations, filled with specific activities, without pressure of necessity. Often, leisure is used synonymously with recreation. Recreation It refers to the experiences and activities (or inactivities) undertaken during leisure time to recreate physically, psychologically, spiritually, and mentally after work in order to prepare the individual for future work. Recreation activities may include play, games, sports, cultural functions, informal education, sightseeing, entertainment, relaxation, and amusements, as well as travel and tourism. Recreation is only possible during leisure time. ASSIGNMENT 1. In your own words, what is service? 2. In what way can you consider service as a quality service? 3. As a part of the hospitality industry, site some ways on how we can ensure quality service to our guests. 4. How is quality service related to guest satisfaction? 5. Share your experience as a guest. a. A situation where in you experience a quality service that exceeded your expectations. b. A situation where in you experience a service that does not meet your expectations.
