1 TOURISM TODAY Tourism is now a global

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1. TOURISM TODAY Tourism is now a global activity that revolves around teamwork and customer satisfaction. Because of this, communication and intercultural skills are essential. Different kinds of tourism: Outbound: people travelling away from their country Inbound: people entering your country. Temporary visits Travel for leisure Travel for business Mass vs Niche tourism

2. NTOs share several common roles: 1. Legislation and policy development (creating laws and developing long-term strategies in order to guarantee the maximum benefits for the whole country). 2. Marketing and promotion (market research and planning , together with promotional activities such as fairs and exhibitions. Creating a brand image for the country – a national brand image) 3. Infrastructure and facilities: the upkeep of basic tourist facilities such as monuments, parks, natural spaces, airports, rail networks. 4. Tourist information services: establishing the basic policies and strategies of local regional tourist information centres. 5. Advice and training. Mission statement: a document: a public statement of the organization’s fundamental purpose, its broad function and roles in the country.

3. Managing Tour Operations A package holiday or inclusive tour includes the following elements: travel to the destination, local transports (airport tranfers, car hire etc), accomodation and meals, activities (day trips, sports, visits etc) They have changed a lot due the impact of IT and we now have examples of customized or tailor-made tours, as well as the outcome of co-creation. Here, a customer approaches a tour operator with an idea of a specific package. If the idea is viable, the tour operator supports the client in the planning, marketing and sales processes. --------------------------------------------------------A package tour includes several complex tour operations. There are three different kinds of management related to it: 1. Marketing managers: they use different media promotion and marketing, such as brochures, television or the internet. 2. Tour Managers: they accompany groups of holidaymakers on package tours. They offer practical support during a tour or stay. 3. Resort Managers: they work in the tour destination. They supervise the work of a team of employees. They also negotiate with hoteliers and other service providers.

4. Hotel Management Hotels belong to chains or corporations or they are independent. Despite what people believe, the majority of hotel nowadays is still independently owned. Independent hotels compete with global hotel groups in different ways : 1. They can exploit specific niches in the market and sell their uniqueness (not having that identikit feeling typical of a chain hotel) 2. The can work in collaboration with other hotels and form a consortium, which allows them to access a wider market at reasonable costs. The typical structure of medium or large hotel generally consists of: 1. Rooms (front office, reservations, housekeeping, maintenance) 2. Food and beverages (food production, room service, restaurants, bars) 3. Commercial departments (sales and marketing, accounting) HUMAN RESOURCE MANAGEMENT is also crucial for the success of a hotel: good HR Management keeps staff motivated and ensures that they see themselves as part of a team.

5. e-Travel The outcome of the IT revolution (or of ITCTs – Information and communication technologies) has included other professional figures and sectors along with the traditional high street travel agent: 1. ONLINE TRAVEL AGENTS: purely internet-based, they have no physical shop or building. 2. HOME-BASED TRAVEL AGENCIES: independent, they work from home and communicate with clients mainly by emails. 3. Supplier Websites: internet sites run by principals or suppliers (i. e. airlines or hotel groups), they sell directly to the customer without using travel agents or intermediaries. META SITES and DATA AGGREGATORS: internet search engines that use information given by the customer (destination, dates, preferences etc) to browse the web for the travel product that best satisfies the criteria given DYNAMIC PACKAGING: ICT allows travellers to go to a single website and put together their own “package holiday”, choosing the transport, accomodation and other services from a vast range of options (although traditional tourist agents are still popular, since they can offer their expertise and reliability)

6. QUALITY IN TOURISM - The success of the package holidays of the 1960 s-1990 s was based on volume and quantity. During the 90 s, however, it became clear that to be competitive, companies had to offer quality, as well as quantity. -Products offer quality when they meet the customer’s expectations. Ths places the customer at the centre, in sharp contrast to mass tourism in the 60 s-90 s, where the product was the focus of the attention. -Several quality assurance techniques can be used to assess the quality standards: 1. Performance standards: lists of processes and tasks that employees have to perform and the levels of service expected. 2. Benchmarking: comparing the company’s performance to that of excellent companies in the same field. 3. Appraisal: an interview in which a manager and an employee evaluate the emloyee’s previous performance before setting objectives for the future 4. Focus groups: groups of customers that are brought together to discuss different aspects of the holiday or travel experience. - Focus and training on PROACTIVE THINKING rather than REACTIVE.

7. THE IMPACTS OF TOURISM 1. Economic Impacts Positive: creation of jobs; income obtained from tourists; improvements in the transport infrastructure and the local economy. Negative: low salaries for non-managerial jobs; financial speculation that cause the price of land homes to rise beyond the capacity of local people. 2. Environmental Impacts Negative: destruction and spoling of nature, pollution etc. Positive: the natural environment is also a valuable tourist resource, as tourists demand protected natural areas (green and eco-tourists) 3. Socio-cultural Impacts Negative: heavy commercialization of arts and crafts to the point of beig produced abroad; trivialiation or banalization (as traditions may lose their true meaning) Positive: meeting and interchange of cultures and values; local people appreciate elements of their culture that they used to take for granted.

9. EVENTS MANAGEMENT Event management involves the process of planning, organizing, coordinating, directing and evaluating an event in order to see how it went and to determine to what extent the objectives have been met. It is a fast-growing sector in contemporary tourism. Events: Product launch, training seminars, olympic games, F 1 racing, rural festivals, weddings, trade fairs, conferences, sports events, customized tours etc. Skills: Planning, project managing, promotion, finance and budgeting, human resource management, trouble-shooting, thinking on one’s feets, fire-fighting, teamwork.

10. SUSTAINABLE TOURISM GUIDELINES: according to the World Tourism Organization, sustainable tourism development should: 1. Use environmental resources in a way that maintains their essential ecological processes and helps to conserve a region’s natural heritage and biodiversity 2. Respect the sociocultural authenticity of host communities and conserve their built and living cultural heritage. 3. Contribute to intercultural understanding and tolerance 4. Ensure viable, long-term economic activities which will provide benefits to the local communities. 5. Create stable employment and generate income-earning opportunities and social services for the host communities. Sustainable Tourism is not only a response to the negative environtmental impacts of tourism, but to sociocultural and economic impacts too.

10. SUSTAINABLE TOURISM Ecotourism: it aims to provide tourists with the chance to understand a natural or cultural environment without permanently altering it. Green Tourism: it is essentially the same in its aims as ecotourism but the term green is used to create a contrast with white tourism and blue tourism. Both eco- and green tourism can be sustainable or not, according to the way they are developed. In this respect, sustainable tourism is a far more wide concept than ecotourism or green tourism, since it seeks sustainability not only in being eco-friendly but in ALL aspects of tourism, from the management of city centre hotels or the recycling of waste or the elimination of waste in protected areas. It also involve determining the carrying capacity of a given location or destination and to provide lasting positive effects.

11. SOCIAL TOURISM Social Tourism consists of those programmes and measures carried out by both public and private sector groups in order to help those people that are marginalized and excluded from tourism for several diverse reasons (there are still many sections of society unable to benefit from tourism even in countries in the developed world) Marginalization typically affects: 1. The young, families, single-parent families, and the unemployed, who all lack the financial means to travel 2. Disabled people, who can suffer mobility, hearing, visual or mental impairmenr. 3. Elderly people, who may lack the necessary finance, or suffer problems of age-related disability, or a combination of both. The recent boom in low-cost travel is seen by some as another step towards making tourism available to everybody, but some critics argue that such cheap transports do not satisfy the needs of really poor people but only facilitate the richer ones.

MOCK EXAM What are the most significant changes of Tourism in the last decades? Express your opinions and provide some examples.

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