1.1 Introduction
What are Hospitality and Tourism
Welcome to the realm of Hospitality and Tourism, two dynamic industries intricately woven into the fabric of our global society. These industries shape experiences, foster cultural exchange, and drive economic growth. We delve into the essence of these fields In this opening section. This chapter offers a panoramic view of the interconnectedness and significance of these two industries to our lives and society in general.
Hospitality and tourism are composite products that include fast-growing industries. These industries feature global opportunities in management sectors such as event planning, transportation (e.g., airlines/airport, rail, rental cars), lodging, cruise lines, and food and beverage management.
Hospitality and tourism are often discussed together due to their intertwined nature. Yet they maintain distinct identities. A comprehensive understanding of these two industries is essential for effectively utilizing this textbook and navigating career choices within the hospitality and tourism fields. Despite hospitality and tourism being used as synonyms in casual discourse, they are two different things. For individuals working within these industries, the differences are even more pronounced than for consumers. For example, hospitality as a field is focused on the art of welcoming and taking care of guests. Tourism is often more focused on government tourism organizations and statistics, although at times it can include the consumer’s travel experience.
Understanding Hospitality
The term hospitality was derived from the Latin word hospes, which refers to both a guest and a host. This dichotomy underscores the reciprocal relationship between a host and their guest. The history of hospitality aligns with this reciprocal idea.
The concept of hospitality has existed in human societies for millennia. Various civilizations and cultures embraced the values and practices associated with hospitality throughout history. One of the earliest examples of hospitality comes from the Greek concept of Xenia. This idea emphasized the sacred duty of hospitality, symbolizing the ethical obligation to welcome strangers and treat them with respect. Xenia can literally be translated as ritualized friendship between a host and a guest. Similarly, the ancient Babylonian Code of Hammurabi, which originated in modern day Iraq, included regulations that included the governance of hospitality. Historical examples from Babylon and Greece demonstrate the enduring importance of hospitality as a fundamental human practice.
Hospitality, at its core, encompasses the art of providing exceptional service to guests. This means we as hosts should treat visitors to our establishments in a warm way that lets them feel we care. Effective hospitality leads to the creation of memorable experiences that exceed expectations. It goes beyond mere accommodation and nourishment, extending to the creation of a welcoming and comfortable environment that fosters a sense of belonging and satisfaction.
Hospitality may include service at its core, but it is not merely about providing services. Hospitality can also be understood as an art that involves crafting unforgettable experiences. Whether it is the elegance of luxury hotels, the charm of local eateries, or the meticulous choreography of event planning, the hospitality sector is a myriad of gestures and refined service that when combined together orchestrate to make guests feel cherished and attended to.
Understanding the essence of hospitality can involve peering through the eyes of industry practitioners and scholars, many of whom have offered insights that capture the multifaceted nature of hospitality. Hospitality can be framed through a variety of perspectives, each shedding light on its diverse dimensions. Let’s explore some renowned statements about hospitality that lend clarity to the concept of hospitality. Something interesting about the following statements is that they are widely used but it is unknown who first said or wrote these:
- “The art of making people feel welcome and comfortable”: This concise statement endures because it encapsulates the core of hospitality, which is about creating an environment where guests feel valued, cared for, and at ease. From the warm smile at the entrance to the attention to detail in service, hospitality revolves around crafting memorable experiences.
- “The generous reception and entertainment of guests, visitors, or strangers”: Here, hospitality is cast as an act of generosity. It extends beyond transactional services, encompassing the warmth and openness that hosts extend to guests. It embodies the spirit of sharing, making guests feel like they belong.
- “The provision of a positive experience for guests by meeting their needs and exceeding their expectations”: This understanding underscores the importance of meeting and surpassing guest expectations. Hospitality is a commitment to anticipating needs and going the extra mile to ensure guest satisfaction, ultimately culminating in a positive experience.
- “A complex blend of tangible and intangible elements that includes ambiance , behavior, human interaction, and product quality”: This description highlights the intricacy of hospitality. It is not just about facilities and services; hospitality is about the interplay between the physical environment, human interactions, including the intangible sense of comfort and welcome that permeates the experience.
In a modern context, hospitality has emerged as a formidable global economic powerhouse. Hospitality is after all a business. The hospitality industry relies on a diverse array of professionals who collaborate at various levels to ensure the execution of services. From frontline operations to executive leadership roles, the hospitality industry encompasses a wide spectrum of professionals including CEOs, Vice Presidents, managers, supervisors, and dedicated staff members. Each role plays a crucial part in ensuring the satisfaction and safety of visitors as well as the strategic management of individual companies. The know-how of these individuals is essential for creating exceptional hospitality experiences that go above and beyond while maximizing value for shareholders. Hospitality is a business that goes beyond guest-facing interactions. Business professionals in hospitality and tourism manage the world’s largest business from corporate offices as well. Understanding the industry from the top to the bottom is one of the foci of this textbook.
Hospitality requires transferable skills. Transferable skills can be understood as abilities that are applicable across the scope of hospitality, meaning accommodations (CH7), food and beverage (CH9), cruise ships (CH6), airlines and airports (CH6), event planners (CH10), and other areas of hospitality rely on these skills to succeed in their professional positions. These transferable skills include things such as leadership, a financial acumen, marketing, and human resources. Several core elements contribute to success within the broad scope of hospitality. Understanding these transferable skills should lead to an excellent comprehension of hospitality conceptually.
Customer Service is a key component of hospitality. Customer service can be understood in two different ways: internal customer service and external customer service. External customer service is what most people think of when they hear the term customer service. External customer service includes the delivery of attentiveness, responsiveness, and care for guests. Exceptional external customer service fosters guest satisfaction, loyalty, and positiveword-of-mouth recommendations from guests. These are integral components of revenue maximization. What is often overlooked within external customer service are the suppliers and other companies that guest interfacing businesses rely on to succeed with their guests.
Internal customer service is similar to external customer service except that it refers to relationships between team members of a singular organization. For example, a bellman and front desk agent at a hotel would have internal customer service between them. The hotel general manager would also have internal customer service with these two team member roles. Internal customer service is often understood as a key component of relationship-building and leadership within organizations. Whether focusing on internal or external customer service, an attention to detail is a necessary transferable skill.
Attention to detail is a hallmark of hospitality and a transferable skill. Hospitality professionals working in operations should anticipate guest preferences and provide personalized touches. For some team members this means maintaining cleanliness and orderliness while for others it means recognizing errors in a guest bill. Each aspect of a guest’s experience should be meticulously attended to. Attention to detail is not only for guest interfacing team members though.
There are business reasons making attention to detail important to management. For example, hospitality is well-known to be cash intensive in comparison to most other areas of business. Furthermore, profit margins are often slim in hospitality operations.
Interpersonal skills such as communication are essential transferable skills for hospitality professionals. Clear messaging ensures accurate communication. Front-line team members and managers each rely on effective communication to succeed in their positions.
Strong interpersonal skills such as communication are vital for problem-solving and building rapport. This can ensure a positive guest experience for consumers when they interact with team members. Effective communication allows these team members to listen actively, understand guest requests, and problem-solve promptly.
Interpersonal skills are equally critical for hospitality managers. Managers must effectively communicate an organization’s mission, vision, goals, and strategies to their teams. They must also perform active listening when deciphering employee feedback, concerns, and ideas. Strong interpersonal skills enable managers to build rapport with their team members while leading them to measurable success. Additionally, effective communication helps managers collaborate with other departments, stakeholders, and external partners to ensure smooth operations while delivering guest satisfaction.
Hospitality professionals encounter unexpected situations that lead to diverse challenges. No one can prepare you for specifically what you will face as a hospitality professional. While we cannot prepare you for each situation you will face in this textbook, we can provide you approaches to effective situational management. This could be called problem-solving and adaptability, which are important transferable skills for hospitality professionals. The ability to think on your feet, creatively problem-solve, and adapt to changing circumstances is crucial in maintaining guest satisfaction. This is often referred to as critical thinking skills. Furthermore, the safety and security of guests and assets such as hotel properties and airplanes worth hundreds of millions of dollars to cruise ships worth billions all fall under risk management (CH3). Risk management can be understood as a leader’s ability to mitigate situations effectively to limit the liability an organization faces. Risk management is therefore a foundational idea for hospitality professionals, especially when problem-solving.
There are many more transferable skills to hospitality professionals than those listed above. Customer satisfaction, conflict resolution, and teamwork and collaboration are just a few. Furthermore, there are pseudo-discipline transferable skills areas that hospitality professionals need. This includes areas such as sales and marketing, negotiation, human resources, revenue management, technology, or legal issues. Hospitality plays a pivotal role in catering to the needs and desires of tourists and visitors. As individuals explore new destinations and experiences, they seek not only comfortable accommodations and delicious meals but also genuine interactions, cultural immersion, and personalized services. The hospitality industry strives to provide these experiences, whether through luxury hotels, charming bed and breakfasts, world-class restaurants, or unique attractions. By embracing cultural diversity, anticipating guest preferences, and offering tailored services, hospitality professionals ensure that tourists and visitors feel welcomed, valued, and eager to return.
At its core, hospitality is fueled by a profound service culture that infuses every guest interaction with warmth and attentiveness. Hospitality professionals generally aim to create lasting memories for their customers. This dedication to service quality extends beyond mere satisfaction. A management approach to satisfaction requires measuring it, which aligns with best practices in hospitality management.
An effective approach to service culture is not to memorize every possible scenario. Rather, the focus should be on having an effective approach to problem-solving. This could potentially be through a model. A model in this situation is a framework that guides the approach, method, and strategy taken when solving a problem.
The SERVQUAL Model
The most common model for satisfaction is called SERVQUAL. In fact, Service culture is measurable through a framework called SERVQUAL. This approach to measuring customer service evaluates five dimensions: reliability, responsiveness, assurance, tangibles, and empathy.
In the late 1980s, the SERVQUAL model was developed by Parasuraman, Zeithaml, and Berry (1988). This is when the standardization of service quality became more commonplace. The model provides a structured approach to assess and understand the perceptions and expectations of customers when it comes to the quality of services they receive. The model is particularly valuable in industries where service plays a central role, such as hospitality. This is a good way to differentiate hospitality from tourism, as you will understand shortly.
The SERVQUAL model consists of five key dimensions, each representing a facet of service quality. These dimensions serve as a foundation for evaluating the gap between customer expectations and perceptions of the service received:
- Tangibles: This dimension encompasses the physical appearance of facilities, equipment, personnel, and communication materials. It focuses on the visual and tangible aspects of the service environment that customers can observe, such as cleanliness, appearance, and professionalism.
- Reliability: Reliability refers to the ability of the service provider to consistently deliver accurate, dependable, and promised services. It reflects the extent to which customers can trust that the service will be performed as expected, without errors or disruptions.
- Responsiveness: Responsiveness refers to the willingness and ability of the service provider to assist customers promptly and address their needs, questions, or concerns in a timely manner. It measures the speed and efficiency of the service delivery process.
- Assurance: Assurance pertains to the knowledge, competence, courtesy, and credibility of the service employees. It focuses on the personnel’s ability to instill confidence in customers, address their concerns, and provide accurate information.
- Empathy: Empathy involves understanding and caring for the customer’s individual needs, concerns, and emotions. It measures the service provider’s ability to personalize interactions and make customers feel valued and understood.
The SERVQUAL model is typically used to gather data from customers through surveys that ask them to rate their expectations and perceptions of service quality based on these dimensions. The collected data allows organizations to calculate the gap between what customers expect and what they perceive. This gap analysis can provide valuable insights into areas where service improvements are needed, helping organizations identify strengths and weaknesses in their service delivery.
Understanding Tourism
Tourism takes us on journeys that transcend geographical borders, connecting us with diverse cultures, landscapes, and novel experiences. The experience of tourists is often known as the tourist gaze. Tourism contributes substantially to the economy of nations. Billions of people enjoy tourism annually (UN Tourism, 2023). But what is tourism as an industry?
The term tourism encompasses the activities and experiences of individuals and groups as they travel to and stay in different destinations. It involves a wide range of elements including transportation, attractions, accommodations, and the overall visitor or guest experience. Many definitions of tourism have been provided, particularly in the past one hundred years, as the industry has grown exponentially and evolved.
Tourism can be understood as the process of individuals or groups traveling to destinations outside their usual environment for various purposes. These various purposes include reasons such as recreation and leisure activities, business, education, and cultural exploration. For guests to reach such destinations there are numerous hospitality industries involved in the planning and operations stages of tourism. These are mostly the industries introduced in the Hospitality section above.
Another way to understand tourism is to view it through the lens of tourism practitioners and scholars, many of whom have offered definitions of the phenomenon of tourism. This textbook mostly accepts a recent United Nations World Tourism Organization (UNWTO) understanding:
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 be either tourists or excursionists; residents or non-residents) and tourism has to do with their activities, some of which involve tourism expenditure. (n.d., para. 1)
Tourism has been defined by many other reliable sources. These are four well-known and widely cited definitions of tourism that may assist you in understanding tourism:
- “The processes, activities, and outcomes arising from the relationships and the interactions among tourists, tourism suppliers,host governments, host communities, and surrounding environments that are involved in the attracting and hosting of visitors” (Goeldner & Ritchie, 2005, p. 5).
- “The activities of persons traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business, and other purposes” (World Tourism Organization, 1995).
- “Activity of people traveling away from their home community to engage in one or more of a variety of activities” (Jafari, 2007, as cited in Zailani & Omar, 2009, p. 1).
- “Tourism is the study of man away from his usual habitat, of the industry, which responds to his needs, and of the impacts that both he and the industry have on the host’s socio-cultural, economic, and physical environments” (Jafari, 1977, p. 6).
One way to understand tourism is through examples. Cultural tourism invites travelers to immerse themselves in the cultural treasures of a destination, enriching their lives while contributing to local economies. Another example could be MICE (Meetings, Incentives, Conferences, and Exhibitions. This form of tourism blends business and leisure, offering collaboration opportunities while showcasing a destination’s capabilities. sports tourism is a societally important and financially lucrative example of MICE tourism.
There are many reasons that tourism is paid so much attention to by city or regional entities such as Seattle, domestic organizations such as the United States’ Brand USA, and international government organizations such as the United Nations. Tourism can constitute a vital role in stimulating economic growth while effectively promoting cultural exchange between different societies and cultures. Furthermore, tourism can serve as a catalyst for the development of infrastructure and basic economic development in even impoverished regions. Finally, tourism is known to contribute to sustainability in that when managed properly tourism can lead to the preservation of societies and cultures, environmental conservation, and economic development.
Humans seem to have an innate desire to understand the world around them. This is called an internal motivation in tourism studies, meaning the desire to travel originates within the tourist and is driven by an intrinsic motivation to travel. Destinations marketing to tourists refer to this as a push factor, in that tourists have a push from within to travel. Where the tourist chooses to travel is often referred to as extrinsic motivation. For example, when a destination markets itself to potential tourists, they are attempting to create a pull to the destination.
Tourism exists in diverse forms in response to unique intrinsic and extrinsic motivations of visitors. Intrinsic motivation for travel stems from the personal fulfillment or enjoyment one derives from the experience itself. This includes the pursuit of new experiences, self-discovery, and the satisfaction of curiosity about different cultures and environments. Extrinsic motivation, on the other hand, involves external rewards or recognition that one might gain from traveling. These can include social status, professional advancement, or even financial incentives such as winning a contest that includes travel as a prize. Understanding these motivations is crucial for professionals in tourism, as they influence travel behavior and can guide the development of targeted marketing strategies and service offerings.
The tourism industry caters to a wide range of interests and tourist preferences. Tourism professionals are often tasked with understanding a location’s tourist offerings such as attractions or natural resources and targeting a specific group of individuals with similar intrinsic and extrinsic motivations. Some common types of tourism that professionals study or market include ecotourism, cultural tourism, medical tourism, last chance tourism, dark tourism, or sex tourism. These tourism types and many more are described in more detail in coming chapters. No matter the type of tourist a location chooses to focus on attracting, the visitor’s experience is paramount.
Tourism revolves around creating exceptional experiences for visitors. These experiences are intended to satisfy the needs and desires of guests. From the moment a traveler embarks on a journey to their interactions with accommodation providers, attractions, local communities, and tour operators, the visitor experience is a central focus of the tourism industry. Personalization, cultural immersion, safety, convenience, and memorable encounters are all elements that contribute to a positive and enriching visitor experience.
Tourism professionals need to obtain transferable skills that can be applied across different roles and functions within the industry in order to meet the needs of these tourists. Such transferable skills include cross-cultural communication, problem-solving, customer service, adaptability, communication, and an ability to manage the diverse stakeholder relationships needed to have a holistic tourism strategy and visitor experience. Professionals in tourism need to possess these skills to ensure collaboration between stakeholder groups while they promote a destination’s experiences in alignment with the targeted visitor group.
The final way to understand the concept of tourism that we introduce in this chapter is by looking at trends. A mega-trend can be understood as a long-term, global shift or transformation that has a profound and far-reaching impact. Mega trends are not short-lived fads or trends that come and go quickly; instead, they are enduring forces that shape the world over decades or even generations. The growing emphasis on sustainability in tourism reflects the industry’s responsible evolution. Sustainability is generally considered a mega-trend in tourism. Tourism stakeholders who recognize the need to minimize negative impacts while maximizing positive contributions to communities and environments are those who approach tourism in a sustainable manner. There is much more about what constitutes sustainability later in this textbook.
Real And Meaningful Connections
It is essential to recognize the sheer magnitude of the global population.The planet is closing in on 9 billion people. We will never meet a vast majority of the people we share our planet with. Yet, professionals in the hospitality and tourism management sectors meet a larger and more diverse group of people than nearly any other profession. Hospitality and tourism professionals constantly interact with individuals from around the world. This realization brings forth an important perspective: everyone we encounter is a potential teammate. Whether we are serving guests at hotels, restaurants, onboard a flight or cruise ships, or collaborating with coworkers, we are responsible for fostering real and meaningful connections with others.
The hospitality and tourism industries encompass vast networks and career paths. Yet, it is crucial to acknowledge the relatively small size when considering our specific niche roles and the locations we work. For example, many large hotel brands have thousands of properties but our daily workdays feature a small number of people who work at one specific property. The likelihood of encountering familiar faces throughout our careers is therefore high. This means it is imperative to leave a positive lasting impression on those we meet. It is each hospitality industry professional’s responsibility to ensure they are remembered in a positive light. Building genuine connections with individuals serves as the foundation for memorable interactions. We create lasting impressions that can pave the way for future collaborations and opportunities when people perceive us as positive role models, leaders, professionals, and trustworthy individuals.
So, how can we cultivate these positive perceptions and forge meaningful connections with consumers and teammates at work? One way is by actively demonstrating the qualities we wish to be known for. Leading by example, displaying professionalism, treating others with respect, and much more are essential elements. People perceive us as trustworthy and reliable when we consistently embody qualities such as assertiveness, professionalism, and respect. Moreover, taking the time to engage with others on a personal level and listening with genuine interest to their stories and aspirations can deepen our connections and foster a sense of camaraderie.
Research has suggested that our brains and hearts respond in unique ways when we hear our own name. In fact, it has been discovered that hearing our name triggers a reaction in our brainwaves and even causes our hearts to beat a little faster. This fascinating phenomenon is why many researchers consider someone’s name to be their favorite word. Interestingly, there is only one other situation that elicits a similar brainwave and heartbeat response: when individuals hear words in their native language when they are a tourist. This effect is particularly strong when they have not heard their native language for a prolonged period. This is the same reason international hotels often fly country flags from their guest’s home countries.
It is crucial for us to make people feel comfortable and connected as we are aspiring professionals in the hospitality and tourism industry. One way we can achieve this is by using names while making an effort to greet them in their native language. By doing so, we fulfill our role as proper hosts, enhancing the guest experience and fostering a sense of warmth and inclusivity.
Another crucial aspect of building meaningful connections in the hospitality and tourism industries is the power of networking. Engaging in professional networks and industry events provides opportunities to meet like-minded individuals who share our passion and ambition. By attending conferences, workshops, and social gatherings, we can expand our circle of potential teammates, both within our organizations and across the industry. Establishing connections through these platforms allows us to exchange knowledge, collaborate on projects, and cultivate a sense of community within our professional sphere.
It is vital for us as hospitality and tourism professionals to recognize the vastness of the world’s population and the limited number of individuals we will encounter personally. By considering everyone we meet as potential teammates, we shift our mindset towards building real and meaningful connections. These connections extend to our guests, colleagues, and industry peers, each playing a significant role in our careers. Through embodying positive qualities, engaging in personal interactions, and actively networking, we can leave a lasting and positive impression on those we encounter. Ultimately, these real and meaningful connections serve as the bedrock for success in the interconnected world of hospitality and tourism.
The Importance Of Shibboleth
Ritz-Carlton is a well-known luxury brand in the hotel industry. The organization was not always the industry leader it is today. When Ritz-Carlton began in the early 1980s it was one of many emerging hospitality brands. The organization sought to differentiate itself from competitors in many ways, including through customer service.
One of the Ritz-Carlton’s unique approaches to customer service was “My pleasure.” Specifically, in lieu of a team member responding, “You’re welcome” the team member would instead say, “My pleasure.” This became a shibboleth for hospitality industry professionals (Solomon, 2015).
Today, many organizations have adopted ‘my pleasure’ as a way to identify themselves as a customer centric organization. Chick-fil-A is one such organization that has become well-known for adopting “My Pleasure” as a core component of their customer service strategy (Turner, 2015). It all began with one of the lodging industry’s luxury sector though, in Ritz-Carlton. There are many other ways a hospitality and tourism industry professional can be identified in a crowd. Understanding shibboleth, and being able to speak the language of professional hospitality, can be integral to one’s career.
Shibboleth for hospitality and tourism professionals includes using guest names and overall connecting with others. One of the best ways to do this, as established above, is to be able to say hello in someone’s native language. You could also know a small number of things about their home. Each chapter in this textbook therefore begins with this information for a culture that is important to hospitality and tourism globally.
Attributions
- Figure 1.1: SERVQUAL Model by Ezra Leigh, for WA Open ProfTech, © SBCTC, CC BY 4.0
Cultural exchange refers to the interaction and sharing of cultural practices, traditions, customs, beliefs, and values between individuals or groups from different cultural backgrounds. In the hospitality and tourism industry, cultural exchange can occur through interactions between tourists and local communities, cultural performances, heritage tours, and other experiences that promote cross-cultural understanding and appreciation.
Event planning involves the process of organizing and coordinating various aspects of an event, such as conferences, meetings, weddings, festivals, or other gatherings. In the hospitality and tourism industry, event planning may include venue selection, catering, accommodations, transportation, entertainment, and logistics management to ensure the success of the event.
Sense of belonging refers to the feeling of being accepted, included, and connected to a particular group, community, or place. In the context of hospitality and tourism, creating a sense of belonging for guests can enhance their overall experience and loyalty to a destination or hospitality establishment by fostering positive relationships, personalized services, and memorable interactions.
The collection of businesses and organizations that provide products and services to travelers, including accommodations, food and beverage, transportation, and attractions.
Please look for related terms in the Glossary.
the central administrative headquarters of a company or organization. These offices typically house executives, managers, and support staff responsible for overseeing the company's operations, finances, marketing, and other functions.
abilities and competencies that can be applied across different roles, industries, or situations. These skills are not specific to a particular job or field but can be valuable assets in various professional settings.
the assistance and support provided to customers before, during, and after they purchase or use a product or service.
Internal customer service involves providing support and assistance to employees within an organization. It focuses on fostering positive relationships and meeting the needs of internal stakeholders, such as coworkers, departments, or subsidiaries.
External customer service involves interactions and support provided to customers outside of the organization. It encompasses activities such as responding to inquiries, addressing concerns, and delivering high-quality products or services to external clients or consumers.
The level of contentment or fulfillment experienced by guests or customers with their overall experience at a hospitality establishment, such as a hotel, restaurant, or tourist attraction.
The degree of allegiance, repeat business, and positive sentiment exhibited by customers or guests towards a particular brand, company, or destination.
The informal communication and recommendations exchanged between individuals about products, services, or experiences. Positive word-of-mouth can significantly influence consumer behavior and brand perception in the hospitality and tourism industry.
The strategic goal of generating the highest possible income or revenue for a business while minimizing costs and maximizing efficiency.
Individuals, companies, or organizations that provide goods, services, or resources to another business for use in its operations. In the context of hospitality and tourism, suppliers may include food and beverage vendors, equipment manufacturers, transportation providers, and other service providers.
a hotel staff member responsible for assisting guests with their luggage, providing information about hotel amenities and services, and performing various customer service tasks, such as hailing taxis or arranging transportation.
a hotel staff member who greets guests upon arrival, assists with check-in and check-out procedures, handles reservations and inquiries, and provides general information about the hotel and its amenities.
the senior executive responsible for overseeing the overall operations and management of a hotel, resort, or other hospitality establishment. Their duties may include strategic planning, staff supervision, financial management, guest relations, and ensuring compliance with industry standards and regulations.
the day-to-day activities and processes involved in running a business or organization. In the hospitality and tourism industry, operations may include front desk management, housekeeping, food and beverage service, maintenance, and other functions necessary to deliver products and services to customers.
the abilities and behaviors that enable individuals to communicate, interact, and build relationships effectively with others. Examples include empathy, active listening, communication, teamwork, and conflict resolution.
a harmonious and positive relationship or connection established between individuals based on mutual trust, understanding, and respect. Building rapport is essential in the hospitality and tourism industry to create a welcoming and comfortable environment for guests.
a statement that defines the purpose, goals, and core values of an organization. It articulates the organization's reason for existence and its commitment to fulfilling its objectives.
a statement that describes the desired future state or long-term goals of an organization. It provides a compelling and aspirational image of what the organization hopes to achieve and the impact it seeks to make in the world.
specific, measurable objectives or targets that an organization sets to achieve its mission and vision. They provide direction and focus for the organization's efforts and serve as benchmarks for evaluating performance and progress.
the plans or approaches devised to achieve the goals and objectives of an organization. They involve the allocation of resources, identification of priorities, and implementation of tactics to overcome challenges and seize opportunities.
A communication technique that involves fully concentrating on what is being said by a speaker, understanding their message, and responding appropriately. It requires attentiveness, empathy, and engagement to facilitate effective communication and understanding.
the process of identifying, assessing, and mitigating potential risks and uncertainties that could impact an organization's objectives and operations. In the hospitality and tourism industry, risk management may involve addressing safety and security concerns, regulatory compliance, financial risks, and other potential threats to business continuity.
the act of working together with others to achieve a common goal or objective. It involves sharing ideas, resources, and responsibilities, as well as fostering teamwork and mutual support among individuals or groups.
The superficial or false adherence to rules, regulations, or standards without genuine commitment or understanding. In the hospitality and tourism industry, pseudo-discipline may manifest as a lack of consistency, accountability, or integrity in enforcing policies and procedures.
A service quality assessment model developed by researchers Parasuraman, Zeithaml, and Berry. It is based on the perception-performance gap theory and measures customers' expectations and perceptions of service quality across five dimensions: reliability, responsiveness, assurance, empathy, and tangibles.
the values, beliefs, and norms within an organization that prioritize and promote excellent customer service. It involves fostering a customer-centric mindset, empowering employees, and cultivating a supportive and collaborative work environment focused on meeting customer needs and expectations.
The travel for recreational, leisure, or business purposes, typically involving stays away from home for one or more nights. It encompasses a wide range of activities, destinations, and services designed to meet the needs and preferences of travelers.
The leading international organization responsible for promoting sustainable and responsible tourism worldwide. It serves as a global forum for cooperation, knowledge exchange, and policy development among governments, tourism organizations, and other stakeholders in the tourism industry.
businesses or entities that provide goods, services, or infrastructure to support the tourism industry. They may include hotels, airlines, restaurants, tour operators, transportation providers, attractions, and other businesses catering to the needs of tourists.
The local residents and stakeholders living in or near tourist destinations who interact with and accommodate visitors. They play a vital role in providing hospitality, services, and cultural experiences to tourists while managing the social, economic, and environmental impacts of tourism on their communities.
The natural environment or ecological niche where an organism or species lives and thrives. In the context of tourism, habitat preservation and conservation are essential for protecting biodiversity, ecosystems, and wildlife in natural and cultural heritage sites.
The social and cultural aspects of human societies, including customs, traditions, beliefs, values, norms, and behaviors. In the context of tourism, socio-cultural factors influence tourist preferences, experiences, and interactions with local communities and destinations.
The official destination marketing organization for the United States. It is a public-private partnership that promotes international travel to the United States, enhances the country's image as a travel destination, and drives economic growth through tourism.
Sustainability refers to the practice of meeting the needs of the present without compromising the ability of future generations to meet their own needs. In the context of hospitality and tourism, sustainability involves minimizing negative impacts on the environment, preserving cultural heritage, supporting local economies, and ensuring the long-term viability of tourism destinations and businesses.
The protection, conservation, and maintenance of natural and cultural resources within parks and recreational areas. It involves managing these areas in a way that ensures their ecological integrity, historical significance, and recreational value are sustained for present and future generations.
the internal drive, satisfaction, or enjoyment that individuals derive from engaging in an activity or pursuing a goal for its inherent rewards or personal fulfillment. Intrinsic motivations may include a sense of accomplishment, curiosity, creativity, or passion for the task itself, rather than external incentives or rewards.
The collection of businesses and organizations that facilitate and support tourism activities, including transportation, accommodations, food and beverage, and attractions.
a form of responsible travel that focuses on visiting natural environments, conserving biodiversity, and supporting sustainable development initiatives. Ecotourism aims to minimize negative environmental impacts, promote conservation efforts, and provide educational and enriching experiences for travelers
Cultural tourism involves traveling to destinations or participating in activities that showcase and celebrate the cultural heritage, traditions, customs, arts, and lifestyles of a particular community or region.
traveling to another country or region to receive medical treatment, surgery, or healthcare services. Medical tourists may seek specialized medical procedures, lower costs, shorter waiting times, or access to advanced technologies or treatments not available in their home countries.
visiting destinations, ecosystems, or attractions that are endangered, threatened, or at risk of disappearing due to environmental degradation, climate change, or human impact. Last chance tourists may seek to witness or experience these sites before they are irreversibly altered or lost.
traveling to another destination with the intention of engaging in sexual activities or relationships, typically involving commercial sex workers or exploitation
exchanging information, ideas, and messages between individuals or groups from different cultural backgrounds.
building and maintaining professional relationships, connections, and contacts with individuals or groups within one's industry or field.
organized gatherings or meetings where professionals, experts, scholars, or stakeholders come together to discuss, present, and exchange information, ideas, research findings, and best practices related to a specific topic, industry, or field.
the feeling of belonging, connection, and mutual support among individuals within a particular group, neighborhood, or social environment.
a word or custom that is distinctive to a particular group or tribe, often used as a way to identify members of that group.
