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Understanding how to identify emerging issues will

assist tourism and hospitality organisations to be more
successful. Basing your responses on a current
emerging issue in tourism or hospitality answer the
following questions:

Evaluate four information sources you
could use to identify emerging issues

1. Informal surveys
This can take the form of simple questions, preferably requiring little more than a standard
yes or no answer - even these simple answers can lead to development.

2. Suggestion box or comment book

This may be use by internal or external customers, and may identify areas not previously
considered by management.

3. Online Information
Getting quality customer information is difficultespecially if you serve a market niche. So you
might want to try online research tools like uSamp. You can pose questions to panelist with
worldwide backgrounds.

4. Focus groups
A focus group is basically a way to reach out to your potential users for feedback
and comment.

b) Compare and contrast two analytical techniques

that could be used to analyse information gained.



PESTEL and SWOT in the tourism and hospitality industry are closely related
approaches to the organizations analysis. PESTEL is an acronym that stands for
political, economic, social and technological influences on a business. SWOT is a
situational analysis tool for company leaders that involves assessing strengths,
weaknesses, opportunities and threats. PESTEL has correlates strongly with the
threats component of SWOT, but also has relevance to the opportunities

C) Explain how to use systems thinking as a way to identify an

emerging issue.

Systems thinking require an understanding of the multiple relationships between

parts or segments of a system. Systems thinkers recognize key patterns and
interrelationships and anticipate the implications of their actions on other parts of
the organization.
Systems-oriented supervisors anticipate as many crises as possible and have plans
in place to deal with them. They apply a framework when solving problems or
implementing change that incorporates a broad range of perspectives and integrates
a variety of employee tools.
For example: Ritz-Carlton employees systematize the way they implement service,
lose a guest, stated as follows: Instant guest pacification is the responsibility of
each Incident and post the handling of the incident via companywide e-mail.

d) Assess the reliability and validity of media information

relating to the identified emerging issue.
e) Explain how ethics and social responsibility will affect the
identification of emerging issues.

Decision making
Ethical decision making is mainly influenced by the type of ethical issue faced.
management, greatly influences an organisation's ethical performance by
establishment right of way, that direct the ethical conduct of the entire organisation.
Employee Turnover
Hospitality organisations that are socially and ethically responsible can attract as
well as retain quality workers. High ethical practices reduce stress, increase trust
between employees thereby reducing conflicts and increase job satisfaction.
Enhanced ability to recruit, develop and retain staff
Improve innovation, competitiveness and market positioning

2 a) Discuss the relevance and potential seriousness of two

emerging issues in the tourism and hospitality industry,
explaining who will be affected and how.
1. Emerging markets

As the number of international travelers increases, the beneficiaries (i.e.,

countries and specific destinations) of international tourism will also change.
In many cases, historically popular destinations may make gains in the
aggregate number of visitors.
A growing interest in new and/or previously less accessible destinations
(such as Vietnam and China) as well as the strong growth of more traditional
destinations like India is driving this shift as well as more practical
considerations such as location and modes of transportation.

2. Travel Permit Restrictions

As international travel has become more available and less expensive, particularly
during the last two decades, the ability to travel unhindered from country to
country has almost evolved as an inherent right of business and leisure travel.

3 a) For a tourism or hospitality business of your choice

identify two emerging issues and how they could affect the
strategic, financial and operational sides of the business.

1) strategic
long term and short term
it will review its objectives and vision
review its future current and future plans
2) Financial
Involve huge cost
Affect budget and cash flow
3) Operational
Affect labour market
Recruitment of new staffs
Affect the cultural ethics of the organisation

b) Discuss the potential consequences of non-action when

addressing emerging issues.

Decrease in market share

Decrease in profit
Staff turnover

Customer dissatisfaction
Poor public image
Lack of repeat business
Out dated

c) Evaluate the role of a project team in addressing

emerging issues.

Implement project activities by highlighting project management plan,

schedule project and project design.
The creation of project documents to ensure that all documents are posted
to the project workspace.
Distribute documents per communication plan.
Team members are responsible for having most current project
documents from the workspace.
d) Explain the function of knowledge management when
addressing emerging issues.