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STUDENT'S GUIDE: FUNDAMENTALS OF TOURISM AND HOSPITALITY Twenty Twenty Three Edition
POLITEKNIK SULTAN IDRIS SHAH KEMENTERIAN PENDIDIKAN TINGGI
COPYRIGHT RESERVED Published 2023
Any part of this book may be reproduced in any form and by any means including electronic, mechanical, photocopying, recording and so on without obtaining written permission from the Author and Publisher of Politeknik Sultan Idris Shah
Politeknik Sultan Idris Shah Sungai Lang 45100 Sungai Air Tawar Selangor Tel:03-3280 6200 Faks: 03-32800 6400 https://psis.mypolycc.edu.my/
ACKNOWLEDGEMENT First and foremost, we are grateful for being able to accomplish our work on time and finally capable to breathe a sigh of relief. The e-book is now available for everyone to read everywhere. This e-book was developed and designed to help students learn the fundamental aspects of tourism and hospitality. We would like to express our deepest gratitude to those who have contributed directly and indirectly to the success of this e-book Special thanks to our supervisor, Ms. Syazwani Binti Fisal for her ongoing mentorship and never-ending support to us. we could've done the e-book without her. she always provides us with great knowledge and information. although it might be a small gesture, it is a huge meaning for all of us.
ABSTRACT This e-book is made for students especially the ones in the hospitality industry to properly guide them in the fundamentals of tourism and hospitality subject. This subject requires full concentration from students as most of the topic is pretty complex and the lack of references from books and the internet makes it harder for them to study. As such, students need to master this subject as it is a basic and most important subject in this course. We hope that this e-book brings lots of benefits to lecturers and fellow students. To end, good luck with your future endeavor, and happy studying!
TABLE OF CONTENT CHAPTER 1: PROFILE OF TOURISM AND HOSPITALITY INDUSTRY Definition Tourism
1
Definition Hospitality
2
Leisure
2
Recreation
3 4
Hotel Perspectives Definition Types Of Lodging Establishments
5
Characteristics
7
Perishable Intangibility Inseparability Variability / Changeability Terminologies And Concepts
12
Type Of Tourist (Plog)
13
Tourist Definition History And Development
16
CHAPTER 2: SECTOR OF TOURISM & HOSPITALITY INDUSTRY Transportation............................................................................................................... 21 Accommodation............................................................................................................ 23 Food & Beverage.......................................................................................................... 25 Attraction....................................................................................................................... 26 Recreation..................................................................................................................... 28 Mice................................................................................................................................ 30 Tourism Services............................................................................................................ 32 Travel Trade...................................................................................................................................... 33
CHAPTER 3: ORGANIZATION IN TOURISM AND HOSPITALITY INDUSTRY
Chapter Discuss..................................................................................... 35 Introduction........................................................................................... 36 World Tourism Organization.................................................................. 37 UNWTO Offers 3Types Of Memberships................................................. 39 Contribution........................................................................................... 41 Organized Seminars And Conferences Vision & Mission Objectives Functions National Tourism Policy Promotion Tourism Malaysia Courses & Fund History Of Tourism Malaysia................................................................... 46 Mission Of Tourism Malaysia.................................................................. 47 Definition Of Tourism Tourism Services Match The Appropriate Words (Question).............................................. 50
CHAPTER 4: TOURISM IMPACT Terminologies................................................................................................................. 51 Host Community.............................................................................................................. 52 Introduction Tourism Main Impact..................................................................................................... 53 Economy Enviroment Social And Culture Community Attitude....................................................................................................... 60 Tourism Multiplier Effect............................................................................................... 62 Ways Effect Type Of Multiplier Effect Tourism In The Green Economy..................................................................................... 66 Introduction And Concept Challenge Tourism In Green Community
CHAPTER 5: CURRENT TRENDS AND FUTURE OUTLOOK FOR GLOBAL TOURISM AND HOSPITALITY Trends In The Tourim Industry.......................................................................................... 70 Issues In Tourism And Hospitality.................................................................................... 71 Operating Issues Marketing Issues Technology Issues Economic Issues Sustainable Development In Tourism And Hospitality.................................................. 77 Benefit Of Sustainable Tourism ...................................................................................... 78 Criteria Used For Sustainability In Tourism.................................................................... 79 Tourism And Hospitality From Islamic Perspective........................................................ 80 Concepts Of Travel And Tourism From An Islamic Perspective.................................... 81 The Principle Of Travel And Tourism From Islamic Perspective................................... 82 Importance Of Providing Excellent Service To Guests................................................. 83 Applying Islamic Principle ............................................................................................... 84 Appropriate Hospitality Attitude..................................................................................... 85 The Value While Dealing With Colleagues, Guest and Customers............................. 86
CHAPTER 6: TOURISM AND HOSPITALITY CAREER PATHWAY AND ENTREPRENEURIAL OPPORTUNITIES
Introduction..................................................................................................................... 87 Career Pathway............................................................................................................... 88 Career Ladder................................................................................................................. 91 Career Pathway In Tourism And Hospitality Industry.................................................. 95 Hotel Travel Agency Mice Theme Parks Airlane & Cruise Tourism Retail Services Training & Education Entertaiment Employability Skill For Sucess In Tourism And Hospitality Profession........................ 104 Entrepeneurial Opportunities In Tourism And Hospitality Industry............................ 107
PAST YEAR QUESTION............................................................................................................... 108 REFERENCE................................................................................................................................... 109
CHAPTER 1 PROFILE OF TOURISM AND HOSPITALITY INDUSTRY FUNDAMENTALS OF TOURISM AND HOSPITALITY
DEFINITION TOURISM
TOURISM INDUSTRY Tourism industry can be defined as a service industry.It includes transportation,accommodation and services. HOSPITALITY A term implies whereby a guest who is away from home is welcomed by a host where basic necessities are provided such as food,beverages and lodging.The term is derived from the Latin word ' hospitaire ', which means 'to receive a guest'.
1
HOSPITALITY INDUSTRY An industry comprises business entity of food beverages,lodging or a combination of these businesses to travellers during their stay in a destination.
LEISURE Freedom or spare time provided by the cessation of activities .
The condition of having one 's time free from the demands of work or duty.
Free time as a result of temporary exemption from A time at one's own work or duties. command that is free of engagements or responsibilities.
2
RECREATION
Refreshment by means of some pastime,agreeable exercise, or the like.Re-create : to renew or enliven through the influence of pleasurable surroundings ; to refresh after wearying toil or anxiety, usually by change or diversion;the act of recreating or the state of being recreated ; refreshment of the strength and sprits aftertoil; diversion,play; a means of getting diversion or entertainment.
WHAT IS RECREATION ? 1.
Commercial recreation : any recreational activity for which a guest pays a fee. 2. Public recreation : Free or paid recreation that takes place on state and federal lands and in city,state, or national parks.
3
HOTEL PERSPECTIVES DEFINITION When a person is temporarily away from home,the establishment that he / she is staying at may be defined as a lodging property.This accommodation is normally regarded as a temporary or permanent home where food and beverages,cleaning service and a whole range of other services are normally provided. In return ,the lodger will pay a certain amount of fees for the services offered. In other words, lodging properties may be defined as establishments that charge fees for providing furnished sleeping accommodations to persons who are temporarily away from home. In considering a, package plan offered by a hotel, the manager should determine the number of features, price and time period. The optimum price for a hotel room would be one that maximizes profits.
4
TYPES OF LODGING ESTABLISHMENTS A) Commercial Hotel An establishment that provides overnight accommodation, goods and services to the transient public or temporary guests needing accommodation for a few nights. Examples : Hilton , Kuala Lumpur. B) Residential Hotel In contrast to transient hotels, some hotels have traditionally provided accommodation for longterm guests individuals who consider the hotel as their temporary or permanent home. Example : Ascott, Kuala Lumpur. C) Resort Hotel Lodging establishments that feature recreational activities for guests. These activities may be strictly for enjoymeent,health purposes or both. Example : Pelangi Beach Resort Langkawi, Malaysia.
5
D ) Airport Hotel Hotels located near an airport catering to short stopovers or passngers of cancelled flights, providing limousine with pick-up schedules. Example : Pan pacific KLIA.
E ) Economy Hotel Lodging facilities for cost-conscious travellers. Example : Formule 1 ,France.
F ) Casino Hotel Transient hotel that house gaming casinos. They also provide lavish entertainment - nationally known artist and professionally staged shows- as added attractions. Example : Genting Hotels.
SCAN ME !!
6
CHARACTERISTICS OF TOURISM AND HOSPITALITY INDUSTRY
CHARACTERISTICS
Perishable
Intangibility
Inseparability
Variability / Changeability
7
PERISHABLE Services cannot be saved, stored, resold or returned.
The probability of a product ceasing to exist or becoming unusable within a limited amount of time.
Services cannot be produced and stored today for consumption in the future.
8
INTANGIBILITY Service are thing that cannot be touched.
Hospitality goods & services relate to memories and Brochures, picture experiences. and menus may provide a basic idea before a guest make They are a purchase, but the impossible for actual experience is people to intangible in nature. sample or touch prior to arrival.
9
Production and consumption occur simultaneously and in the same place.
INSEPARABILITY The consumers and producers of these products are in frequent contact, the nature of the these interactions has a major impact on customer satisfaction levels.
Services cannot be separated from their providers.
10
VARIABILITY / CHANGEABILITY The service provider and guest both play important roles in the success of the service encounter.
Thus, service transaction differ from other types of sales transactions.
Service training for front-line personnel is essential to eliminate changeability in the guest service.
Quality of services depends on who provides them, when and where.
11
TERMINOLOGIES AND CONCEPTS IN TOURISM AND HOSPITALITY INDUSTRY
TERMINOLOGiLES
Tourism Tourism Industry Hospitality Hospitality industry Visitor Tourist Excursionist Guest
Domestic Tourist International Tourist Travel Travel Agent Traveller Inbound Tourism Outbound Tourism
12
TYPE OF TOURIST (PLOG) Allocentrics Seeks cultural and environmental differences; higher income groups; Adventures and require very little in the way of tourism plant; “trendsetters.Seeks new experiences and is keen to meet strangers. Curious about places and different cultures. Will make own travel arrangements Africe, South Pacific Orient (es. Japan) Southern Europe\Mexico, Hawaii (outer island) Northern Europe Central Europe
Midcentrics Explorers lose interest in the tourist area as more people arrive using packaged tours.
13
Psychocentrics Seeks familiar surroundings; lower income groups; unadventurous and demand a high level of tourism plant.Unadventurous travelers who will have little interest to seek out strange places. Happy to keep returning to the same place and will use a travel agents’ packaged tour. Seek fixed itineraries and planned activities. Prefers to live in a tourist bubble that is divorced from the local community. Demands the comforts of home whilst away in a foreign place.
Miami Beach Coney Island
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TOURIST DEFINITION
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HISTORY AND DEVELOPMENT OF TOURISM AND HOSPITALITY INDUSTRY
THE HISTORY OF TRAVEL AND TOURISM
Long before the invention of the wheel, travel occurred for a variety of reasons.
As seasons changed & animals migrated, people traveled to survive.
Since they moved on foot, they were confined to fairly small geographical areas.
Many cultures and nations moved great armies & navies to conquer & control resources & trades routes.
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Stretched from the Egyptians to the Greeks and with the fall of Roman Empire.
THE EMPIRE ERA
At this time, people began travelling in large numbers for governmental, commercial, educational & religious purposes out of the necessity and pleasure. Egyptians Kingdoms, Greek Empire (900-200 B.C), Roman Empire (500 B.C-A.D. 300) As travel became commonplace, basic necessities such as food & lodging had to be provided. Money used widely as a common currency of exchange. As centers of governmental activities, these city-states became attraction themselves.
Shopping, eating, drinking and watching spectator sport and theatrical performances are just a few of the many activities that grew out of travel & evolved into the more encompassing aspects of tourism. Common languages are spoken and established legal system create a perception of personal safety.
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THE MIDDLES AGES & RENAISSANCE ERA
Travel almost disappeared during the Middle Ages (5th-14th centuries) as the Roman Empire crumbled. This breakdown resulted in the fragmentation of transportation system, currencies & languages, making travel a difficult & sometimes dangerous experience. The rebirth in travel emerged slowly during the Renaissance (14th-16th centuries).
Trade routes began reopen and the desire to learn & experience other cultures to be gained from travel & led to the Grand Tour Era.
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THE GRAND TOUR ERA 1613-1785, luxurious travel & tourism activities originated with the wealthy English. Travels became a status symbol representing the ultimate in social & educational experiences. People at this time traveled seeking to experience the cultures. Economic and social structures changed. Agricultural and commercial, moved to modern industrialism. Economic growth & technological advances led to more efficient forms of transportation & integration of markets across geographic. Travel became a business necessity as well as a leisure activity & tourism suppliers rapidly developed to serve the growing needs travelers.
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CHAPTER 2 SECTOR OF
TOURISM & HOSPITALITY
INDUSTRY
TOURISM SECTOR Transportation Accommodation Food & Beverage Attraction Recreation MICE Tourism Services Travel Trade
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TRANSPORTATION Transportation,the act of transporting, enables the movement of people or goods from one location to another. It needs an efficient system with necessary facilities, means and equipment to transport people and/or cargo. Transportation is certainly the prime means and facilitator of growing spatial interaction the world over. Transport is key enabler of tourism and plays a vital role in moving tourists from their place of residence to their final destination and on to various attractions. Transport connects the markets in tourism generating regions to destinations and facilitates the internal movement of visitors between components of the tourist experience (e.g. attractions, accomodation, commercial services, etc.). The location, capacity, efficiency and connectivity of transport can therefore play an important role in how a destination physically develops and significantly influence the mobility of visitors and the connectivity of tourist experiences within destinations.
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1. AIR TRAVEL Air transportation can be separated into national (or domestic) and international flights. Domestic flights depart from one point to another within the same country. International flights depart from a point in one country to a point within a different country. Travellers may travel through public or private companies. Airlines may offer scheduled, chartered, low- cost, commuter or regional services, operating to / from their country. Very often, they may also have smaller airlines which operate air taxi services, non-scheduled services and sightseeing tour.
2. LAND TRANSPORTATION Travel on land gives a choice of travel by rail, road with the latter offering travel by car, coach (or bus) and campervan. Travel by rail is readily available in most parts of the world, and combined air-rail travel has become quite frequent. Generally speaking, trains offer two classes of service; first and second class. Long distance trains normally carry sleeping or couchette cars. Cars are a popular means of transportation and these may be privately owned or rented. The increase in private car ownership has changed travel habits of tourists. For instance, the fly-drive packages have adapted to the needs of the motoring tourists. Very often, car rental companies collaborate with airlines as they offer services, such as; rental locations at most airports; rentit here.
3. WATER TRANSPORTATIION
There are many form of watertransportation, including ocena crruises, ferries and hovercrafts, passenger cargo ships, rivers cruises. Cruising in particular has stages a revival after many years of decline. Whereas cruises are designed for pleasure, ferries provide a necessary means of water transport for both passengers and cars, over short distances. Recently, short-sea (ferry) vessels have also achieved new levels of comfort and speed on many routes.
WATER
Ferry Cruise Motorboat
LAND
Train Automobile Motorcoach
AIR
Airplane Helicopter
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ACCOMMODATION Accommodation is one of the basic needs for any tourism activity. It is important to any tourists who want to travel to another destination or on a trip as you are always going to need a place to stay. Travelers and tourists need lodging for rest, while they are on a tour. Accomodation in the form of low budget lodges/ hotels to world class luxury hotels is available at all the major tourist destinations to provide the tourist a home away from home. 23
Camp Site
Homestay
Chalet
Rest House
Hotel Resort
Hostel Apartment
Motel
24
FOOD & BEVERAGE
Residential
Hotel Foodservice
Facilities Restaurant Bar Room Service
Restaurant
Non
Residential
Fast Food Outlet Bar & Pub
Food Courts 25
ATTRACTION Is a place of interest where
tourists visit, typically for its
inherent or exhibited natural or
cultural value, historical
significance, natural or built
beauty, offering leisure, adventure,
amusement and medical services
for againg travelers. These features attract people to
the destination and contribute to
the overall experience of the trip.
The ultimate primary purpose of
attractions is to attract the
customer's attention so that they
can come to a specific location
and explore the various attractions
on vacation.
In the travel and tourism
industry, attractions therefore
play a particularly important
role as this attracts tourists
from all over the world.
26
Wildlife Theme Parks Shopping Culture
Historical
27
RECREATION
It is obvious that recreation, the physical
and
intellectual
rejuventaion of people is one of the main aims of tourism. Spending quality
time
during
travel
is
important for sport tourists today. The
main
aims
of
recreational
tourism include active participation in some kind of recreational activity, or participating in a sport or cultural event
as
spectator.
recreational
activities
Intellectual are
also
realized within the framework of tourism.
They
recreational
may
use
those
opportunities,
which
are offered by the natural or manmade
environment
of
their
destination.
28
Jungle Trekking
Camping
White Water Rafting
Scuba Diving
Hiking
Rock Climbing
29
MICE The acronym MICE is a general term for the events industry itself. Despite involving different sizes and complexities, all of these event types got one thing in common.
MICE stands for Meetings, Incentives, Conferences and Exhibitions and it represents a lucrative part of the tourism mix across the globe is a type of tourism in which large groups, usually planned well in advance, are brought together. MICE events are usually centered on a theme or topic and are aimed at a professional, school, academic or trade organization or other special interest group.
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M
I
C
E
Metting - Corporate conferences Financial seminars for overseas investors Board meetings for corporate groups
Incentive (travel) - Trips planned by companies as a reward for employees Awardingceremony or reception are conducted by the head office directirs for high performing employees
Convention - General assembilies, academic conferences hosted by international APEC World Congree of Architecture
Exhibition - Cultural and sporting events, as well as trade shows and exhibitions Tokyo International Film Festival Asia Basketball League
31
TOURISM SERVICES The tourism services sector is promotes and supports the tourism industry. This sector is made up of departments in the federal, provincial and local goverment that promote and regulate tourism. Includes associations, market researchers, the media consultants and manufacturers. Enterprises such a information centers, gift shops, duty free shop, travel insurance agencies.
Industry Group MAH MATTA MTGC
GOVERNMENT AGENCY MOTAC TOURISM MALAYSIA MTPN
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TRAVEL TRADE
This sector includes travel agencies and tour operators
Travel agents create and sell travel packages that coordinate a traveler's accomodations, transportation and activities while on vacation. Tour operators design and market tours for specific areas.
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Let's Challenge Yourselft
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CHAPTER 3 ORGANISATION IN
TOURISM AND HOSPITALITY INDUSTRY
This chapter will discuss about :
World Tourism Organization (WTO)
World Travel and Tourism Council (WTTC)
International Air Transport Association (IATA)
Pacific Asia Travel Association (PATA)
Concierge Association
Ministry of Tourism Malaysia (MoTour) Malaysian Association of Hotel (MAH)
Malaysian Association of Budget Hotel (MABH) Malaysia Association of Tours and Travel Agent (MATTA) Malaysian Tourist Guide Council (MTGC)
Chef Association of Malaysia
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INTRODUCTION
The development of any industry needs an organization to plan, develop, and monitor its progress and growth. Tourism organizations exist in public sector as well as private sector at different levels. Many organizations have been establish in the past few decades.
International Level
THE LEVELS OF ORGANIZATIONS
National Level
State Level
Local Level
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WORLD TOURISM ORGANIZATION
1934 - The International Union of Official Tourist Propaganda Organizations (IUOTPO).
1946 - The first meeting of International Congress of National Tourism Bodies decides to create a new international non-governmental organization to replace the International Union of Official Tourist Propaganda Organizations (IUOTPO).
International Union of Official Travel Organization (IUOTO) was founded in the year 1947.
1975 - First World Tourism Organization General Assembly
37
In 2005, its has been renamed as United Nations World Tourism Organization.
The UNWTO is a specialized agency of the United Nations. It leading international organization in the field of tourism.
The headquarters of UNWTO are located in Madrid, Spain.
UNWTO is the only international organization which works as an intergovernmental organization
It offers membership to the operational sector and its only contact point for discussions between government officials and industry leaders.
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UNWTO OFFERS 3 TYPES OF MEMBERSHIPS.
FULL MEMBERSHIP
ASSOCIATE MEMBERSHIP
AFFILIATE MEMBERSHIP
FULL MEMBERSHIP
Open to all sovereign (Berdaulat) states.
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ASSOCIATE MEMBERSHIP
Open to territories that are not responsible for their external relations.A prior approval of the government is required, which should mention the responsibility for the external relations
AFFILIATE MEMBERSHIP
Open to a wide range of organizations and companies, working directly in travel, tourism, and related sectors.This include airlines and other transport, tour operators, travel agents, banking sectors, hotels, restaurants, publishers, travel insurance companies, etc.Promotes tourism as a driver of economic growth, inclusive development and environmental sustainability and offers leadership and support to the sector in advancing knowledge and tourism policies worldwide.Encourages the implementation of the Global Code of Ethics for Tourism, to maximize tourism’s socioeconomic contribution while minimizing its possible negative impacts.
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CONTRIBUTION ORGANIZED SEMINARS AND CONFERENCES Gathers information on tourism, which includes statistical data, facilities, special events, regulation, and legislation.Provide updates information on tourism trends in the various fields of tourism to its members.Prepared drafts for international agreements on tourism.
1959 – Starting as Tourism Department under the former Ministry of Trade and Industry.
10 August 1972 - Tourist Development Corporation of Malaysia (TDC) was established as an agency under the former Ministry of Trade and Industry.
20 May 1987 Ministry of Culture, Arts and Tourism.
27 March 2004 Ministry of Tourism.2013 Ministry of Tourism and Culture.
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VISION
MISSION
Developing Malaysia as a world-class tourist destination
To work with all industry players to position the tourism industry as a catalyst for sustainable economic growth
OBJECTIVES Organizing meetings and preparing them in advance can offer several benefits to the company. By organizing meetings, you can save time looking for materials and equipment. Staying organized lets you know exactly what topics you want to talk about and when you want to talk about them. Organized meetings can encourage collaboration within the team and help you share information and gather feedback. You can determine your priorities for the meeting in advance and organize it in an efficient way. In addition, it can also increase the contribution of the tourism sector to the national economy. Empowering rural communities through rural tourism activities. Become a catalyst for the development of 1 Malaysia through tourism activities.
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Functions To formulate a national tourism policy in order to achieve the vision, mission and objectives of the ministry.To implement policies relating to the growth and development of the tourism industry.To co-ordinate, monitor and assess the effectiveness of tourism programmes and projects.
NATIONAL TOURISM POLICY TOURISM POLICY A DEFINITION Tourism policy can be defined as " A set of regulations rules, guidelines, directives, and development,promoting,objectives and strategies that provide a framework within which the collective and individual desicions directly affecting tourism development and the daily activities within the destinations are taken. to transform the national tourism industry into a major,sustainable,viable and quality sector that contributes to national development.
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Promotion – Tourism Malaysia
V i s i t M a l a y s i a Y e a r P r o g r a m m e (1990, 1994, 2007 & 2014)
Conferences World Tourism Conference 2013
TOURISM PROGRAMME
Malaysia My Second Home Fabulous Food 1 Malaysian Volunteer Tourism
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Think Tourism Mesra Malaysia
COURSES
Eco-host Malaysia
FUND Tourism Development Infrastructure Fund Special Tourism Fund 45
HISTORY OF TOURISM MALAYSIA
Malaysia Tourism Promotion Board (MTPB) is the only agency under the ministry. Popularly known as Tourism Malaysia, its full focus is on promoting Malaysia domestically and internationally.The Tourist Development Corporation of Malaysia (TDC) was established on 10 August 1972 as an agency under the former Ministry of Trade and Industry by an Act of Parliament.With the inception of the Ministry of Culture, Arts and Tourism on 20 May 1987, TDC was moved to this new ministry; and became the Malaysia Tourism Promotion Board (MTPB) through the Malaysia Tourism Promotion Board Act 1992.
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MISSION OF TOURISM MALAYSIA
To promote Malaysia as an outstanding tourist destination. Tourism Malaysia aim to showcase Malaysia's unique wonders, attractions and cultures; develop domestic tourism and enhance Malaysia's share of the market for meetings, incentives, conventions and exhibitions (MICE).
Tourism Malaysia aims to encourage tourism and its related industries in Malaysia. It is hoped that this would help promote new investments in the country, as well as provide increased employment opportunities. The growth of tourism would also contribute positively to the country's economic development and quality of life.
Tourism Malaysia ultimate goal is to increase the number of foreign tourists to Malaysia, extend the average length of their stay and so increase Malaysia's tourism revenue.
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DEFINITION OF TOURISM Tourism is a collection of activities, services and industries which deliver a travel experience comprising Transportation, Accommodation, Eating and Drinking establishments, Retail shop, Entertainment Business and other hospitality service provided for individuals or group traveling away from home.
TOURISM SERVICES
Industry group – MAH, MATTA, MTGC, BUMITRA Government agency - MOTAC, TOURISM MALAYSIA, MTPN
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MAH- malaysia association hotel- as the official national network for the hotel industry of malaysia, MAH will act as the voice of the industry, working one body to promote, protect, represent and advance the interests of its members. MATTA-malaysia association of tour and travel agents- Matta's objective is to promote the interests of the travel and our industry in malaysia MTGC-Malaysia tourist guides council- to target malaysian tourist guides to commit to professional practices thus maintaining the highest level of compotence in their work , coordinating and organising of tourism related education and courses.
BUMITRA-persatuan agensi-agensi pelancongan dan pengembaraan bumiputera malaysia-bumiputeras in the tourism industry to improve their economy as well as to create new entrepreneurs to continue to play a role in the industry to generate the country's economic growth. MOTAC-ministry of tourism and culture malaysia-ministry of tourism and culture( MOTAC )after the 13th general election. This to serve the close connection bertween tourism and culture in efforts to promote malaysia as a top of the mind destination, in line with its ever popular tagline" malaysia, truly asia". TOURISM MALAYSIA-Marketing malaysia as a destination of exellence and to make the tourism industry a major contributor to the socioeconomic development of the nation MTPN-majlis tindakan pelancongan negeri( state tourism action council )-promote the tourism sector professional and effectively and continuously to meet international and domestic tourism need and preferences.
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Match the appropriate words according to the answers given MTGC
Malaysia association hotel- as the official national network for the hotel industry of malaysia, MAH will act as the voice of the industry, working one body to promote, protect, represent and advance the interests of its members.
MAH
Malaysia association of tour and travel agents- Matta's objective is to promote the interests of the travel and our industry in malaysia
MATTA
Malaysia tourist guides council- to target malaysian tourist guides to commit to professional practices thus maintaining the highest level of compotence in their work , coordinating and organising of tourism related education and courses.
for quiz you qr this code
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CHAPTER 4
TOURISM IMPACT
TERMINOLOGIES
I H
C
A
IMPACT Effect cause or produced by an event
HOST COMMUNITY A group of people living together and united by shared interest, religion, nationality. Also, provide the necessary place, equipment etc for special event. ATTITUDE A way of feeling or thinking about someone or something
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INTRODUCTION HOST COMMUNITY
Tourism industry contribute a positive impact to host community as well as negative impact. Community support is important for tourism industry, tourism is an activity that affects the entire community. Tourism businesses depend extensively on each other as well as on other businesses, government and resident of the local community.
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TOURISM MAIN IMPACT ECONOMY
Government organizations and businesses are becoming increasingly interested in the economic effect of tourism at the international, state, and local levels. Tourism industries require a lot of labour and money. Tourism has a wide range of economic effects. Tourists contribute to an area's sales, profits, jobs, tax revenues, and income. The most immediate impact is felt in the key tourism industries (lodging, restaurants, transportation, amusements, and retail commerce).
01
53
IMPACT Positive
Negative Negative impact
Positive impact
Increase cost of living
Increase employment
Increase price of goods
opportunities
and services
Create new business
Increase price of land
opportunities
and housing
Contributes to
Seasonal tourism
income and standard
creates high – risk
of living
under or unemployment
Improves investment
issues
Increases tax revenue
Competition for land with other (higher value) economic uses Profits may be exported by non – local owner
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ENVIRONMENT
02
Tourism relies on both natural and man-made surroundings. Tourism and the environment have a complicated connection since it involves numerous activities that humans may utilise, such as jungle tracking or fishing in the river, but it can also have a harmful influence on the environment. The majority of these consequences are related with trash or the development of general infrastructure, such as roads and railroads (East Coast Rail Lane). It might also include tourist facilities such as resorts, fields, or restaurants.
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IMPACT Positive
Negative Pollution (air, water, noise,
Protection of
solid waste and visual)
selected natural
Loss of open space and
environments or
natural landscape and
prevention of further
agricultural lands to
ecological decline
tourism development
Preservation of
Destruction of flora and
historic buildings and
fauna (including collection
monuments
of plants, animals, rocks,
Improvement of the
coral or artifacts by or for
area’s appearance
tourist)
(visual and aesthetic)
Degradation of landscape,
A “clean” industry (no
historic sites and
smokestacks)
monuments Water shortages Disruption of wildlife breeding cycles and behaviours.
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SOCIAL AND CULTURAL Tourism is increasingly being promoted through the use of culture. Culture is mutually beneficial tourism that may increase the appeal and competitiveness of locations, regions, and countries. Tourism is a significant means of enhancing culture and generating cash that may sustain and promote a place's cultural legacy, cultural output, and creativity. For example, our own nation, Malaysia, offers a plethora of fascinating cultures to discover. There are culture such as Malay, Chinese, Indian, Iban, and Kadazan. Every culture has its unique customs, which might draw foreign tourists to Malaysia. Culture clashes is tourism involves movement of people to different geographical locations and establishment of social relations between people who would otherwise not meet, cultural clashes can take place as a result of differences in cultures, ethnic and religious groups, value, lifestyle, languages and levels of prosperity.
03
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IMPACT Positive Improves quality of life Positive changes in value and customs Promotes cultural exchange Improve understanding of different communities Increases demand for historical and cultural exhibits Greater tolerance of social differences
Negative Negative impact Excessive drinking, gambling, drug, crime Language and cultural effects Unwanted lifestyle changes Displacement of residents for tourism development Negative changes in value and customs Exclusion of locals from natural resources
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COMMUNITY ATTITUDE
Local citizens' views towards tourism growth may progress from elation, where tourists are warmly welcomed, to apathy, annoyance, and possibly aggression, when antitourist sentiments begin to spread among locals.
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Elation
As a mental and emotion condition in which a person experiences intense feeling of well – being, elation happiness, excitement and joy.
Annoyance
The act of annoyance
Apathy
Lack of interest or strong feelings about something or everything
Aggression
Active opposition or hatred, especially between people or group
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TOURISM MULTIPLIER EFFECT A measure of subsequent income generated in a destination’s economy by direct tourist expenditure. Tourism not only creates job in the tertiary sector, it also encourages growth in the primary and secondary sectors of industry. This is known as the multiplier effect which in its simplest form is how many times money spent by a tourist circulates through a country’s economy. For example, the demand for local products increases as tourist often buy souvenirs, which increases secondary employment. The multiplier effect continues until the money eventually ‘leaks’ from the economy through imports.
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For Example:-
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In three ways, tourist spending have a cascading and amplified influence on the host country's economy. FIRST (DIRECT IMPACT ) Direct revenue that obtained from tourist.
SECOND (INDIRECT IMPACT ) Revenue that are used by tourism businesses and their supplier to purchase goods and services
THIRD (INDUCED IMPACT ) Revenue circulation that results from the used of wages in tourism businesses and their suppliers to purchase goods and services
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TYPE OF MULTIPLIER EFFECT INCOME 01
THE ADDITIONAL INCOME CREATED IN THE ECONOMY AS A CONSEQUENCE OF THE INCREASED TOURIST EXPENDITURE
EMPLOYMENT 02
THE TOTAL AMOUNT OF EMPLOYMENT CREATED BY AN ADDITIONAL UNIT OF TOURISM EXPENDITURE OUTPUT
03
RELATED THE AMOUNT OF ADDITIONAL OUTPUT GENERATED IN THE ECONOMY AS A CONSEQUENCE OF AN INCREASE IN TOURIST EXPENDITURE. THE MAIN DIFFERENCE WITH TRANSACTIONS OR SALES MULTIPLIER IS THAT THE OUTPUT MULTIPLIER IS CONCERN WITH CHANGES IN THE ACTUAL LEVELS OF PRODUCTION AND NOT WITH THE VOLUME AND VALUE OF SALES GOVERNMENT REVENUE
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THIS IS WHERE STEP FOUR GOES. THIS IS WHERE STEP FOUR GOES. THIS IS WHERE STEP FOUR GOES. THIS IS WHERE STEP FOUR GOES. THIS IS WHERE STEP FOUR GOES.
SALE 05
AN INCREASE IN TOURIST EXPENDITURE WILL GENERATE ADDITIONAL BUSINESS REVENUE. THIS MULTIPLIER MEASURES THE RATIO BETWEEN THE 2 CHANGES.
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TOURISM IN THE GREEN ECONOMY In its simplest expression, a green economy can be thought of as one which is low carbon, resource efficient and socially inclusive. Green economy is one whose growth in income and employment is driven by public and private investments that reduce carbon emissions and pollution, enhance energy and resource efficiency and prevent the loss of biodiversity and ecosystem services. These investments need to be catalysed and supported by targeted public expenditure, policy reforms and regulation changes. This development path should maintain, enhance and where necessary, rebuild natural capital as a critical economic asset and source of public benefits especially for poor people whose livelihoods and security depend strongly on nature.
THE CONCEPT
Tourism in the green economy refers to tourism activities that can be maintained or sustained, indefinitely in their social, economic, cultural and environmental contexts
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CHALLENGES FOR TOURISM IN GREEN COMMUNITY Developing tourism sustainably is a big challenge for planners and policy makers. The task becomes all the more difficult in view of the multiple crises being faces by the world currently recession, climate change, water, fuel and food crisis.
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Challenges to be resolved through the greening of the industry Energy and Greenhouse Gas (GHG) Emissions Tourism is a significant contributor of greenhouse gas (GHG) emissions at the global scale. The growth of energy consumption in travel, transport, accommodation and tourism related activities and the dependency on fossil fuels, increase vulnerability and uncertainty for future business growth and translate into important implications for GHG emissions and climate change.
I. Transportation Tourism related transport consumption of energy is related to travel mode with coach and rail transport, cars and buses, airplane and cruise ships having diverse energy intensities.
II. Accommodation The hotel sector is one of the tourism industry’s most energy intensive sectors. Energy use in accommodation includes heating or cooling, lighting, cooking, cleaning, pools.
III. Food However, food consumption is different from everyday cause there are considerable difference in the quality and quantity of the food and beverages consumed and because food might be imported over greater distances, particularly in the case of small, isolated islands and other peripheral tourism destinations.
IV. Activities Tourist visit attraction and participate in a wide range of activities at destinations. Some of these activities can course emission
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Water Consumption A growing number of tourists can be increasing water use. The main water – consuming in tourism industry are landscape, swimming pools, spa, wellness facilities, accommodation, food service and laundry activities.
Waste Management Waste management is another increasing and well recognized challenge in the industry. Tourism can also directly affect water quality for instance through the discharge of untreated sewage
Loss of Biological Diversity Biodiversity will be greatly affected by the way in which tourism grows and develop especially in developing countries. Failure to incorporate biodiversity concern in destination planning and investment will have detrimental effects on the natural environment. For example, coral ecosystem.
Factor that can affect biological diversity • Disturbance of wildlife • Land conversion for tourism • Climate change • Pollution • Introduction of invasive alien species
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CHAPTER 5 CURRENT TRENDS AND FUTURE OUTLOOK FOR GLOBAL TOURISM AND HOSPITALITY
TRENDS IN THE TOURISM INDUSTRY SMERFs- travel for social, military, education, religious, and fraternity reasons
Tourist-friendly destinationsTourists with special needs or the differently- Abled tourist
Emerging types of tourism- film tourism, wine tourism, cruise tourism, floating luxury tourism, perpetual tourism, extreme tourism, disaster tourism, etc. 70
ISSUES IN TOURISM AND HOSPITALITY
#1. OPERATING ISSUES labor shortages Cost containment Increased competition
#2. MARKETING ISSUES Market segmentations and overlapping brands Increased guest sophistication
#3. TECHNOLOGICAL ISSUES Interactive reservation systems Guest-room innovations Data mining Yield management
#4. ECONOMIC ISSUES The nation's economy Globalization
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OPERATING ISSUES LABOR SHORTAGES the most difficult challenges for the hotels business limited by human resources hotel managers struggle to attract and retain qualified workers contributing factors- demography, wage levels, low pay, working long hours
COST CONTAINMENT hospitality business must find ways to reduce costs without sacrificing quality standards while fulfilling guest expectations managers must explore new ways to operate more effectively and examine possibilities for cost savings that will not effects guest's perception values
INCREASED COMPETITION hotel business needs to compete with other hotel businesses and attract customers to keep itself relevant in the industry global recessions and fierce competition has made the hotel industry struggle to keep up because of low demand hotels' rooms are not sold individually but instead with packages. eg: breakfast, airport transfer, day's sightseeing lack of innovations while having high competition in hotel industry
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MARKETING ISSUES Market Segmentation and Overlapping Brands Market segmentation is increasing day by day as lodging chains focus on specific niches of travelers brands overlap- too many franchisers on the same brands will put investors to compete with themselves as the number of brands increases, the ability of customer to differentiate them decreases
Increase Guest Sophistication Consumers have become more demanding and therefore know the types of products and services they want Amenities such as business centers, exercise, and recreation facilities, and inroom innovations increase cost but, if not carefully chosen, may not attract many customers be served by a given institution
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TECHNOLOGICAL ISSUES Interactive Reservation Issues Guests can now make an online reservation, but sometimes it can be complicated for customers to make one reservation The number of online reservations increasing from year to year by up to 20% according to surveys from the United States it is required for the hotel industry to keep connected to the internet at all times The hotel business will lose potential customers if they fail to fix their online website to other competitors
Guest-Room Innovations Hotels can't afford to renovate their hotel room with upgraded amenities to fulfill customers' needs such as multiple telephone lines, interactive opportunities to ordering room service, and guestroom checkout
Data Mining Allows marketing and sales personnel to get data from their customers (illegally and legally) in order to analyze guests and make better decisions according to teir favorite niche and recent activities
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Yield Management Allows managers to match guest demand with room rates with a computerized process. eg: high demand means higher rates because of lessened discount, low demand results in higher discount
demand forecasting systems are designed to maximize revenue by keeping rates high during periods of high guest demand and lowering room rates during periods of low guests demand
Used to maximize hospitality's profitability. it is applied to every revenue department
The yield's manager job is to maximize revenue from available rooms by selling rooms to the right guest at the right time, and at the right price
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ECONOMIC ISSUES Dependence Upon the Nation's Economy
Normally when the nation's economy is good, business travel generally increase Hospitality occupancy rates and rack rates increase, which results in higher profits levels While business travel slows when the economy slows thus making occupancy rates and rack rates decrease Discounts are offered for higher occupancy, resulting in lower revenue and profits
Globalization Globalizations give a dramatic impact on the hospitality industry as it affects the extent to which people, but also economies, play an increasingly important role in the financial success of hospitality businesses They must pay close attention to the trends of globalization in order to compete Industry must reflect the needs of the global village in many aspects of operations including food, services, facilities, human resources and improvement through training
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SUSTAINABLE DEVELOPMENT IN TOURISM AND HOSPITALITY According to Brundtland Report, sustainable development is a development that meets the need of the present without compromising the ability of future generations to meet their own need
Sustainability in tourism and development is important to ensure that the environment, wildlife, and natural resources can be sustained. This practice can be applied to all forms of tourism such as ecological tourism, green tourism, agritourism, rural tourism and etc.
While sustainable tourism is tourism that meets the need of the present without compromising the ability of future generations to meet their own needs
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BENEFITS OF SUSTAINABLE TOURISM Preserve tourism resources
To ensure equilibrium of ecosystem
To increase participation from host community
To improve host community quality of life
To increase level of tourist satisfaction
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CRITERIA USED FOR SUSTAINABILITY IN TOURISM
Ecological sustainability
The conservation element
Social sustainability
Criteria Used for Sustainability for Tourism
Local participation
Culture sustainability
Economic sustainability
The education element
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TOURISM AND HOSPITALITY FROM ISLAMIC PERSPECTIVE Islam encouraged Muslims to travel the world so that they can gain knowledge from other people and cultures as stated in the Quran Surah Al-Ankabut 29, verse 20
"Travel through the earth and see how Allah did the originate creation. So will Allah produce a later creation, for Allah has power over all things." One of the Islamic forms of tourism is the hajj and pilgrimage. There are certain rules and guidelines to abide by when visiting Muslim countries as a sign of respect. For example, tourists can't drink alcohol or kiss in public, or even party in a nightclub. This proves that Islam allowed entertainment for Muslims and enjoy their times without being served by Haram things.
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CONCEPTS OF TRAVEL AND TOURISM FROM AN ISLAMIC PERSPECTIVE
there are two concepts of travel and tourism from an Islamic perspective that need to be understand which is:
Islamic tourism: any activity, event and experience, undertaken in a state of travel that is in accordance is Islam
Islamic travel: Travelling that is done in compliance with the syariah (Islamic law) eg:hajj, umrah, musafir, jihad and tolab al-ilmi' (seeking for knowledge
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THE PRINCIPLE OF TRAVEL AND TOURISM FROM ISLAMIC PERSPECTIVE
Safe travel- do not travel to a place that endanger of the safety No conflicts with religious teachings The purpose and intent which is required by religion Ability (settle a debt) Possess sufficient money Financial resource are lawful Choosing a good friend. For a women to have mahram, except for certain cases Healthy to travel Pray Solat Istikharah Not recommended on Friday but before dawn, must determine where to do Friday Prayers
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IMPORTANCE OF PROVIDING EXCELLENT SERVICE TO GUESTS
C
ustomer service is a lifeline of any business. Hotel owners spend a great deal of time and money acquiring new customers but do little to ensure that they are treated well when they arrive at the hotel. Ensuring that new customers become repeat customers is critical to the success of business . Loyal customers can promote hotel business better and tell their experiences to other people. Ensuring that new customers become repeat customers is critical to the success of business . Loyal customers can promote hotel business better and tell their experiences to other people. Ensuring that new customers become repeat customers is critical to the success of business . Loyal customers can promote hotel business better and tell their experiences to other people.
While small business should find ways to consider giving their loyal customers something to thanked them. Small gifts are enough and do not have to be expensive. Sending a personal email to notify a loyal customer of a sale before the public knows about it is a great way to personalize your service. Offer your customers a Disney experience whenever you can. You can have a meeting with your employees while collecting and exchanging ideas with them. Since they meet with your customer daily, they might have creative ideas to share with their employer. As such, having guests to give their feedback to hotel owners can keep business on track for long period of time as hoteliers know what customers wants for their stay in a hotel and serve their customer properly.
Gathering feedbacks from your midmarket customers is essential. The average customers, which usually fall is neither extremely happy nor unhappy. Hotel business always think that just putting comment cards on the counter or having a standard feedback form on their website is enough to collect feelings and honest opinions from their customers. More often than not, however, it only gives you feedback from one feeling extremely happy or raving rage or dissatisfaction Most people fall somewhere in between. Pay attention to all of the reviews and try to learn and fix your service from the feedbacks.
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S T E P ON E: TR E
APPLYING THE ISLAMIC PRINCIPLE OF EXCELLENT HOSPITALITY SERVICES AND FULFILLING THE NEEDS OF GUEST
/ T A
S HO
PITALITY
Give a good service towards guest even though he/she is an enemy Guest are treated regardless of face, religion, status Be polite always
S T E P T WO
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D
Always give a good smile Greeting guests Respect the culture of the guests
STEP F OU R: S VI CE
Prepare Halal food and beverage for the customers. No alcohol is served to visitors and the entertainment adheres to Islamic principles Prepared an accommodation based on Islam
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THREE: STEP MA NN
OM I
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C / R
LIZE IVI
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Wear proper attire when treating guests Always cover "aurat" when dealing with guests
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APPROPRIATE HOSPITALITY ATTITUDE Muslims are taught to be hospitable. Islam teaches its followers to be kind and generous to everyone, even to strangers. (host or travelers) because of that reason, industry players need to set a good example and demonstrate a warm and friendly hospitality Attitude means everything. We must show a good first impression to everyone as it only takes seconds to affect a person in a bad or good way and this may very well depend not on your actions or deeds, but simply upon the attitude you have at that second. Living in obedience to Allah is extremely important, but it is not only a service to others that upholds the code that we follow that we must check, but also the attitude that guides us in all our actions. Attitudes are natural and fluctuate throughout the whole day so it is important to keep a good attitude even in a bad mood. Smiling while in a bad mood can change your feeling immediately.
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The values while dealing with colleagues, guests, and customers
Trust
Trust is an Islamic moral value associated with important leadership qualities. Trust in civil servants must be guided by the awareness that trust is the job that should be good.
Responsibility Accept that every task is accepted and trust is responsible. Not just in the presence of the employer, but the key is allowing an account of God as the Creator of the day that is about to end.
Sincere We should never do things and expect something in return. We must carry each task assigned with responsibility
Dedication Dedication means that a staff member must be very faithful to the goals of the organization within the applicable regulations. Employees must demonstrate a proactive attitude in carrying out assigned tasks
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CHAPTER 6
FUNDAMENTALS OF TOURISM AND HOSPITALITY
TOURISM AND HOSPITALITY CAREER PATHWAY AND ENTERPRENEURIAL OPPORTUNITIES
INTRODUCTION THIS CHAPTER WILL DISCUSS ABOUT :
Career Pathway in Tourism and Hospitality Industry.
Employability Skill require in Tourism and Hospitality Profession.
Entrepreneurial Opportunities in Tourism and Hospitality Industry.
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CAREER PATHWAY
Entertainment Hotel Travel Agency -MICE Theme Parks Airlines & Cruise Tourism Retail Services Training & Education
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What Kinds of Careers Are Available in the Tourism and Hospitality Industry? Tourism and hospitality is a diverse industry which offers long-term career opportunities for enthusiastic individuals who want to put their education and skills to work in various environments. People in tourism and hospitality may work indoors or outdoors, standard hours or on a flexible schedule, seasonal jobs or all-year- round.
It’s one of the most exciting and diverse career paths out there.
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From operational positions to management and executive-level responsibilities, you will find opportunities for solid training, knowledge and skill development along with unlimited career growth.
The tourism and hospitality industry also offers a unique environment for those who wish to start their own business.
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CAREER LADDER
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What Kinds of Careers Are Available in the Tourism and Hospitality Industry? OPERATIONAL POSITIONS (Entry Level) These usually involve direct contact with tourists and are often the first step in a lifetime career.
Sample jobs include:Ski Repair Technician, Bartender, Concierge, Adventure Tour Guide, Sales Coordinator etc..
SUPERVIORY POSITIONS These people hire, manage, motivate and schedule operational positions as well as provide key functional expertise.
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Sample jobs include:Guest Services Supervisor, Ski Patrol Supervisor, Event Planner, Restaurant Shift Supervisor, Team Leader Accounting, Maintenance Supervisor etc. MANAGEMENT POSITIONS These positions involve budgeting, analysis and planning, and change management in order to help employees and the organization to grow and prosper. There may also be interaction with other tourism sectors and community involvement.
Sample jobs include:Director of Sales and Marketing, Head Chef, Ski Area Manager, Rooms Division Manager, -Attractions Operations Manager etc.
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What Kinds of Careers Are Available in the Tourism and Hospitality Industry?
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1.HOTEL
Room Division Manager Front Office Manager Front Office Executive Front Office Supervisor B )Food & Beverage Department F&B Manager F&B Executive Supervisor Captain C )Sales & Marketing Department Sales & Marketing Manager Sales & Marketing Executive Asst. Sales & Marketing Executive Sales Coordinator
CAREER PATHWAY IN TOURISM AND HOSPITALITY INDUSTRY
A )Front Office Department
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D )Sports & Recreation Department
Recreation Manager Coordinator E )Human Resource Department HR Manager HR Executive
F )Housekeeping Department Housekeeping Manager Housekeeping Executive Housekeeping Supervisor Housekeeper G )Kitchen Department Executive Chef Sous Chef Chef De Partie Demi Chef
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CAREER PATHWAY IN TOURISM AND HOSPITALITY INDUSTRY
2. TRAVEL AGENCY Tour Manager (Inbound & Outbound) Tour Executive (Inbound & Outbound) Tour Leader Tourist Guide (City & Nature) Tour Consultant Ticketing Officer
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3. M.I.C.E
A ) Event Planner (Special Event)
Special Event Manager Special Event Executive Special Event Coordinator B ) Event Planner (Conference)
Conference Manager Conference Executive Conference Coordinator
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C ) Event Planner (Exhibition)
Exhibition Manager Exhibition Executive Exhibition Coordinator
D )Sales & Marketing Department
Sales & Marketing Manager Sales & Marketing Executive Asst. Sales & Marketing Executive Sales Coordinator
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4 )THEME PARKS A )Technical Department Engineer Technician
B )Operation Department Operations Manager Operations Executive Asst. Operations Executive Operations Supervisor Operations Attendant
C )Sales & Marketing Department Sales & Marketing Manager Sales & Marketing Executive Asst. Sales & Marketing Executive Sales Coordinator
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5. AIRLANE & CRUISE A ) Airline (In-flight Services Department)
Senior General Manager Ass. General Manager In-flight Services Manager In-flight Services Executive In-flight Services Supervisor Chief Stewards Leading Steward Galley Steward B ) Cruise (Deck Department) Chief Officer Second Officer Third Officer Deck Cadet Bosun Leading Seaman Able Bodies Ordinary Seaman
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6. TOURISM RETAIL SERVICES
OUTLET
Outlet Manager Display Manager Outlet Assistant Outlet Supervisor Customer Service Assistant
Procurement Manager Warehouse Manager Merchandise Executive
PROCUREMENT DEPARTMENT
SALES & MARKETING DEPARTMENT Sales & Marketing Manager Sales & Marketing Executive Asst. Sales & Marketing Executive Sales Coordinator
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7. TRAINING & EDUCATION
University, Polytechnic & College (Related with Tourism & Hospitality) Vocational School Lecturer Tutor
Teacher
Training Centre SCAN ME ,QUIZLET
Instructor
8. ENTERTAINMENT
PRODUCTION Event Manager Assistant Event Manager Senior Stage Executive Stage Executive Stage Supervisor Stage Technician
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EMPLOYABILITY SKILL FOR SUCCESS IN TOURISM AND HOSPITALITY PROFESSION
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WHAT QUALITIES DO YOU NEED TO SUCCEED ? The most important qualities are communication, teamwork and customer service skills. Whatever the locations,position or technical skills, to make it in travel and tourism you need to enjoy challenges and have the ability to work well with people.
It is important to appreciate that people around the world have different ways of doing things. Working in the travel and tourism industry , you will come to learn a lot about people. To find out what it takes to work in this very people-focused industry, we asked many people in the industry. These are some of the qualities they identified : Maturity and people skills Good computer skills Good organisational skills An outgoing personality confidence Enjoyment of the outdoors The ability to work in a team A good memory for people's names Problem-solving skills Leadership
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EDUCATION PATHWAY IN TOURISM AND HOSPITALITY STUDIES Education Levels Certificate Diploma Degree Master Degree Phd
EDUCATIONAL RESOURCES
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ENTREPENEURIAL OPPORTUNITIES IN TOURISM AND HOSPITALITY INDUSTRY
Introduction The tourism and hospitality industries are dominated by small business and the vast majority of the entrepreneurs are lifestyles rather than rational professionals. Tourism, hospitality and leisure industries are primarily based on entrepreneurship and small businesses (Thomas, 1998, 2000,Morrison et al., 1998, Getz, 2004, Buhalis and Main, 1998).
An entrepreneur is a person who organizes, manages, and takes the risk of owning and operating a business.
An entrepreneur is a person who has possession of a new enterprise, venture or idea and is accountable for the inherent risks and the outcome.
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QUESTION JUNE 2019
DICEMBER 2022
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REFERENCES BOOK Bierman,D. (2002) Restoring Tourism Destination in Crisis : A strategic marketing approach,CAB, Wallingford Gartner William. (1996). Tourism Development (Principles, Processes and Policies), United States, USA: International Thompson Publishing
WEBSITE Cottam, S. (2022, April 22). Why events are so important to the hospitality industry. Glion Website from https://www.glion.edu/magazine/events-important-hospitalityindustry/ https://drive.google.com/drive/folders/1rZkgFZquqWHcpnvf5NSX6x
Cx9iBsibd_ https://quizizz.com/join/pregame/running/U2FsdGVkX19HMJw5bDXgvsU%252Fz9dYpHcGUuLD%2 52FD%252BAedU0pX08lTyV2aBOtw3gviPdrkdi9xW%252FEkWt%252BE %252BLBTVojQ%253D%253D/start https://quizizz.com/admin/quiz/642f96fbed59ea001efe9815/fundam entals-of-tourism-hospitality-dtm10083?source=quiz_share https://www.playvox.com/blog/7-values-that-play-a-critical-role-inyour-customer-service-team/ (Playvox Team (Ed.). (2022, May 16). 7 Customer Service Values That Play A Critical Role On Your Team. Google. Retrieved April 7, 2023, ) zaiadlina_1234 Follow. (n.d.). Chapter 1 profile of tourism and hospitality. Share and Discover Knowledge on SlideShare. from https://www.slideshare.net/zaiadlina_1234/chapter-1-profile-oftourism-and-hospitality
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YOUTUBE 10 Islamic Etiquette/Recommendations for Travelling | Sheikh Mohammed Al-Hilli. (2021, December 19). Retrieved April 7, 2023, from https://youtu.be/aZqL9AklMb8 A Day in the Hotel Industry. Retrieved Jul 18, 2017, from https://www.youtube.com/watch? v=r_VPsyxYz2k&ab_channel=WorkforceSingapore Characteristics of hospitality and tourism industry | strategic management in hospitality industry. Retrived February 18, 2023, from https://www.youtube.com/watch?v=45rJaXj-Xc&ab_channel=DorothyAngeles-Pelayo Climate Change - A Short Film [4K]. Retrieved January 23,2021, from https://www.youtube.com/watch?
v=jAa58N4Jlos&ab_channel=DJICaptures What is Sustainable Tourism? (2018, September 6). Retrieved April 7, 2023, from https://youtu.be/yT-zMS70ekk
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ABOUT AUTHORS EIZATUL HUSNA BINTI OMAR Graduated from Kolej Komuniti Jelebu in Food Quality Control. Currently doing a Diploma in Politeknik Sultan Idris Shah and studying Foodservice Halal Practice
NURYUHANIS BINTI ROSLAN Completed her studies in Kolej Komuniti Tanah Merah. Currently studying in Politeknik Sultan Idris Shah for Diploma in Foodservice Halal Practice.
AIZATUL NAJWA BINTI ALIAS Born and raised in Kuala Lumpur. This 20-year-old has got her early education in SMK Setapak Indah and currently studying Foodservice Halal Practice in Politeknik Sultan Idris Shah, Sabak Bernam.
NURSYAHIRAH BINTI SAZALI Graduated from Kolej Komuniti Bukit Beruang in Hotel Operations. Currently a student in Politeknik Sultan Idris Shah in Sabak Bernam.
NIK MUHAMMAD ALIF AIMAN BIN AZME A certificate holder of culinary arts. Graduated from Kolej Komuniti Rompin and continued his diploma in Politeknik Sultan Idris Shah in Foodservice Halal Practice