TM/HM102-THCO2

MACRO PERSPECTIVE OF TOURISM AND HOSPITALITY

TOURISM AND HOSPITALITY NETWORK AND SUPPLY COMPONENTS

The travel industry is a tourism and hospitality network, which includes both the public and private sectors.

Travel Industry – defined as the composite of organizations, both private and public, that are involved in the
development, production, and marketing of products and services to serve the needs of the
travelers

Categories of Tourism and Hospitality Components:

1. direct providers – include businesses that are associated with travel such as airlines, hotels, restaurants, ground
transportation, travel agencies, and retail shops
- these businesses provide services, activities, and products that are consumed and/or purchased
directly by travelers
- represent the sectors of the industry that are visible to the travelers

2. support services – lend support to direct providers

- includes specialized services such as tour organizers, travel and trade publications, hotel
management firms, and travel research firms
- also includes basic supplies and services such as contract laundry and contact food services
- provide goods and services for both the traveler and for organizations that sell goods and
services directly but not exclusively to tourists

3. tourism developmental organizations – include planners, government agencies, financial institutions, real estate
developers, and educational and vocational training institutions
- these organizations deal with tourism and hospitality development which
tend to be more complex and broader in scope than the production of
daily travel services
Tourism and Hospitality Supply Components:

1. natural resources – include elements in an area for the use and enjoyment of visitors such as climate, landforms,
terrain, flora, fauna, bodies of water, beaches, natural beauty, and water supply for drinking,
sanitation, and similar uses

Physical Characteristics of an Area:

a.) natural scenery – a combination of the general topography, flora and fauna, proximity to lakes, rivers,
seas, islands and islets, hot and mineral water springs, caverns, waterfalls, and the like

b.) climate – a comfortable cold climate is determined by the wind-chill factor, a term used to express how
temperature feels to the exposed skin
- a comfortable warm climate is determined by the combination of humidity, temperature, and
wind

c.) environment

2. infrastructure – consists of all underground and surface developmental construction of a region

a.) water – sufficient quantity of pure water is essential

- a typical resort requires 350-400 gallons of water per room per day
- an 18-hole golf course will require 600,000 to 1 million gallons of water per day depending on
the region on which it is located

b.) power – adequate supply available to meet peak load requirements, continuity of service is assumed,
the type of power supplied is compatible with that used by the target markets of the destination

c.) communication – necessary that the telephone and/or telegraph service is available

d.) sewage/drainage – although water storage reservoir and sewage treatment plants can be designed on
the basis of maximum average demand, transmission lines must be designed on the
basis of maximum peak demand

e.) healthcare – the type of healthcare facilities provided will depend on the number of visitors expected,
their ages, the type of activities in which they will engage, and local geographic factors

f.) streets/highways – the availability of first-class roads adds greatly to the accessibility of a region
 g.) transportation terminals

Problems in terminal facilities and ground transportation:

> general – there is an almost complete lack of coordination among the three modes of air, rail, and
bus; there is also a noticeable lack of consistency in standards and procedures within
each mode; directional and informational signs are not uniform throughout the system;
public address announcements are often unintelligible

> air – long walks are required in many terminals

> rail – parking is convenient and inadequate near larger terminals; use of facilities by local transients
and inadequate cleaning procedures lead to crowded and unsanitary waiting rooms and
restrooms; security to prevent thefts is lacking; information and directional maps are not
provided in most rail terminals; special transportation to and from rail terminals is not
provided; and urban transit and taxi service are often inadequate

> bus – terminals are dirty and crowded due to use by unauthorized people and to inadequate
cleaning procedures; boarding gates lack a system of orderly procedures resulting in
crowding when passengers are boarding; inadequate protection is afforded to passengers
against traffic

h.) security – tourists are in an unfamiliar environment while on vacation thus the need for assurance
regarding their safety is important
- image gained of the destination may be distorted, costs of medical care are so expensive that
concern about health and may generate fears; insecurities about food, water, or police
protection may prevent visitors from visiting
- it is necessary that the basic need for security and safety be considered and assumed to make
the potential tourist feels secure before and during vacation

3. hospitality resources – refer to the general feeling of being welcomed that the visitors receive while visiting a
destination area
- the way that the tourist services are delivered by service providers, as well as the general
feeling of warmth from the local population
- tourists will have a more enjoyable vacation if they feel welcomed by the host population
and will certainly feel awkward and unhappy if they feel rejected
- can be improved by training tourism and hospitality personnel to be hospitable to
encourage positive feelings toward tourism and hospitality and tourists by the general
public
- include the cultural wealth of an area which makes possible the successful hosting of
tourists like the welcoming spirit of tourist business employees, attitudes of the residents
toward visitors, courtesy, friendliness, sincere interest, willingness to serve and to get
better acquainted with visitors, and other manifestations of warmth and friendliness
- also included are cultural resources of an area such as fine arts, literature, history, music,
dramatic art, dancing, and shopping
 hospitality training – aims to motivate service providers to be hospitable in dealing with tourists which will result
to a more satisfied tourist who will be inclined to return and advertise to other potential
tourists through word of mouth

Aspects of Hospitality Training:

a.) attitude toward self – if service providers are can be made to believe that they and their work are
important, their work and their actions toward tourists will reflect this feeling; if
service providers can be viewed as hosts and hostesses rather than “just”
employees, their self-image may be raised

b.) attitude toward others – service providers should be assisted in developing positive feelings toward
fellow employees and tourists that will result in positive behavior toward the
tourists; this can be achieved by training the individual regarding teamwork and
interdependences in getting the job done; the key to the development of
positive attitudes toward visitors is to be able to develop the ability to put
oneself in the visitor’s place

c.) attitude toward the tourism and hospitality industry – a positive attitude as service providers toward
tourists can be brought about only when
employees are made aware of how important
the industry is to their country, city, and
community; increasing the level of knowledge
and teaching hospitable behavior, it is hoped
that the hospitality behavior level of service
providers will be raised

community awareness programs – the overall feeling of being welcomed within a community will also enhance or
detract from the vacation experience; it is necessary to convince the local citizens
of the importance and relevance of the industry to them; residents of the
destination area cannot be trained to act in a hospitable manner toward tourists,
but a community awareness program can help develop a more positive attitude
toward the tourists

4. transportation – tourists need access to various forms of transportation, to have convenient access and quality
service
- the cost of reaching the destination and staying there must also be considered
- should include special needs such as roads tolls, gasoline stations, repairs, parking, car rentals
and charter, and scheduled bus services

a.) land travel

> taxi and limousine service – adequate service is important in a tourist area

> bus service – tour buses should have large windows, comfortable seats, air-conditioning unit, and
restroom facilities; persons assigned to buses should be selected for appropriate
temperament, courtesy and hospitality; tour guides and interpreters should be
properly trained and educated for their job to avoid faulty interpretations of the
tourist attractions
 > rail services – the majority of seasoned travelers prefer to travel by train because of its safety
record and the convenience and satisfaction of viewing the scenery from a
comfortable air-conditioned car

b.) air travel – porter service is important at air terminals; the porters’ helpful behavior and attitude are
essential and their training and supervision should be adequate; although airport facilities
differ from place to place, the comfort of travelers should always be kept in mind

c.) sea travel – cruise ships have developed into “floating resorts” or “floatels” thus the demand for sea
travel has increased and cruises became popular in recent years

5. superstructure

a.) accommodation – for a tourist region to succeed, a sufficient quantity of accommodations of right
quality should be provided for the needs of the tourists; the demand for
accommodation varies according to the price the guests are willing to pay, services
required and similar considerations; appropriate accommodations should be available
for all segments of the market

Types of Accommodation:

* hotel – provide accommodation, meals, and refreshments for those who may reserve their accommodations in
advance
- provides facilities that meet the needs of the modern travelers; portray an image of efficiency and service

* condominium – an apartment or individual dwelling unit owned by an individual but the management and services
such as maintenance and security are handled by an independent company
- the company often contracts to rent the condominium when it is not being used by the owner

* motel or motor hotel – provide bedrooms, bath, and parking to motorists

- rooms are usually accessible from the parking lot
- usually near the highways

* inn – lodging establishment catering to transients which to do not meet the minimum requirement of an economy
hotel

* apartment hotel – (apartelle), building, or edifice containing several independent and furnished or semi-furnished
apartment that is regularly leased to tourists and travelers for dwelling, on a more or less
long-term basis and offering basic services to its tenants similar to hotels

* paradores – old convent, monastery, castle, or fortress converted into hotels by the government and operated by a
national tourism office

* pension – private or family-operated tourist accommodation similar to boarding houses or guesthouses

- offer food and lodging to tourists and are well-known for their informal family atmosphere
* bed-and-breakfast – provide a room, bath, and a hearty breakfast to tourists and/or travelers
- known as B&Bs and are popular in Britain, Ireland, and the United States

* hostel – provide minimal amenities such as a bunk bed and a commonly shared toilet and bathroom
- traveler provides his or her own bedding
- appeal mostly to young travelers

* campground – appeals mostly to families who travel in recreational vehicles

* health spa – hostels and resorts which cater to individuals who go to spas or mineral springs for weight reduction
or medical treatment

* private home – provides lodging to tourists when accommodations are not available during peak periods

Hotel Classifications:

> by location – city, center, suburban, airport, highway, and resorts

> by type of guest – commercial, convention, and resort

> based on price – economy or budget, standard or midscale, first class, or deluxe

> star rating system – one-star, two-star, three-star, four-star, and five-star
- assigned according to the quality of restaurants, rooms, amenities, and service

b.) food and beverage – the type of food service will be related to the needs of the tourists; many
destination areas have successfully developed menus which are indigenous to the
area to promote local economy food

c.) restaurants – establishments offering refreshments and/or meals to the public

Basic Standard Requirements for Restaurants:

> the facades and architectural features of the building shall be appropriately designed; it shall be
provided with a proper entrance and exit; there shall be an adequate and secured parking space
provided free to customers; a receptionist shall be available to usher in the guests; waiting lounge
with a telephone shall also be provided

> dining room shall be adequate in size with sufficient and well- maintained furniture

> there shall be cuisine of good quality and presentation and served with distinction; there shall be a
menu book or card which shall be presentable, clean, and easy to read with the menu items listed in
logical sequence; all tables shall have clean table cloth and cloth napkins of good quality; no piece of
crockery, cutlery, and tableware in use shall be chipped, cracked, or gazed; the silverware shall be kept
polished and clean at all times

> adequate number of well-trained, experienced, efficient, and courteous staff shall be employed; the
bar shall be well-stocked at all times; kitchen, pantry, and cold storage shall be in good operating
condition at all times and shall be of good quality fixtures and fitting and provided with running water;
tissue, paper, soap, paper towels, and/or hand drier shall be provided; all main dining or function
rooms shall be fully air-conditioned and/or well-ventilated