COLLEGEOFBUSI

NESSANDMANAGEMENT 1
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
TALI
TY

CHAPTERVI
I are based on y ear
s ofser vi
ce r ather
than on age. I n some r et
irement ’s
CURRENTTRENDSANDISSUESIN programs, speci f
icall
y gov er nment
programs, i
tispossibletowor k25or30
THETOURISM ANDHOSPI
TALITY
yearsandr ecei
vebenef it
satt heageof
INDUSTRY 55ory ounger.Theincreasingnumberof
peoplewhor et
ir
eear lyisbenef icialfor
Lear
ningOut
comes
the tour i
sm and hospi t
ali
tyi ndust ry
Attheendoft
hischapt
er,y
oushoul
dbeabl
e becauset hesepeopl euset heirt i
met o
to: trav
el andseet hewor ld;

1.discuss the social and economi c 2.Longerl if

espan.Theav erageindivi
dual
changesthatsuggestabri
ghtfutur
efor cannow expectt olivebeyondt heage
thetouri
sm andhospi
tal
i
tyindust
ry; of70andmanywi l
lliv
elonger.Thisisin
cont rastt
oear l
i
ergener ati
onswhent he
2.befami l
i
arwitht hespeci fi
ci ssuesthat averagel if
espanwasmuchl ess.The
ownerandmanager softhet ourism and i
ncr easing populati
on ofol der,reti
red
hospit
ali
tyestablishment sar el i
kelyto cit
izenswhoar er icherduet opensi on
faceint hefoll
owi ngar eas:mar ket
ing, progr amsandar eheal thi
erprovidesa
l
egal,humanr esour ces,operations,and l
argerbaseofpot enti
alcustomer sfor
consumeraffair
s; and tourism andhospi t
ali
tyoperati
ons;
3.i
dentif
ythest epst akenbyt heowner s 3.Shor terwor kweek.I nt hepast ,thesi x-
andmanager soft our
ism andhospital
i
ty day wor kweek was t he st andar df or
enti
ti
es to address t he majorissues mostwor king peopl e.Atpr esent ,the
confr
onti
ngthei ndustry. fi
v e-daywor kweeki sst andardandt he
four -day wor kweek i s becomi ng
common- l
eavingsev er
alday sf orother
TheBr
ightFut
ureofTour
ism andHospi
tal
it
y act i
v i
t i
es. The r esult
ing i ncrease i n
l
ei sur et i
me,combi nedwi thf asterand
Inrecentyears,anumberofsi
gnif
icant
easi ert r
anspor t
at i
on,makes possi bl e
socialandeconomi cchangeshav eoccurred
formanyi ndivi
dual st ot akeweekend
thatsuggestabrightfut
uref
orthet
ouri
sm and
vacat ionsandt ravelto adegr eet hey
hospital
it
yindust
ry.Thesear
e:
coul dnothav emadeaf ew y ear sago.
Thet our i
sm andhospi tali
tyindust rywi l
l
sur ely benef i
tf rom t hisi ncr ease in
1.Earl
y r et
ir
ement . At pr esent
, many trav el;
workersreti
reatanear li
eraget hant he
caseinpr evi
ousy ears.TheUS soci al 4.Greatdi sposabl
eincome.Theav er
age
securi
ty syst
em pr ovides benefit
st o familyhasmor emoneyt ospendthan
workersasy oungas62y earsofage before.Thisisduetohigherwagesand
andmanyempl oyeeretir
ementpr ogram two-earnerhousehol
ds.A lar
geporti
on
 COLLEGEOFBUSI
NESSANDMANAGEMENT 2
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
TALI
TY
oft headdit
ionaldi
sposableincomei s 3.Humanr
esour
ces;
spentonconsumergoodsandser vi
ces.
4.Oper
ati
ons;
and
Thet our
ism andhospit
ali
ty operat
ions
receiv
eanimpor t
antshar
eofit; 5.Consumeraf
fai
rs;
5.Gr eatermobi l
ity.I mpr ov
ed r oads and
bet tertransportationmakei teasierto
trav eleveryy ear.Themoder nhi ghway Mar
ket
ingI
ssues
sy stem hasr educedt het i
mer equir
ed
The mar ket
ing issues ar e changing
foraut omobi l
et ravelbet weenanyt wo
demogr aphi
cs,changi ng v acati
on patter
ns,
poi nts. New pl anes use new
mar ket segment at
ion, f requent guest s
technol ogieswhi chenabl ethem t ocarr
y
programs,mat urat
ioninsegment softhefast
mor epassenger swhi leusingl essfuel.
foodi ndustr
y,andconsol i
dation.
Thesei ncreasei nt r
av elhaveaposi ti
ve
i
mpact on t ourism and hospi tal
it
y Changi
ngDemogr
aphi
cs
i
ndust r
ysal es;and
Thepopul at
ionofdev el
opedcount ri
es
6.Smal l
erfamili
es.The av erage fami l
y i
sagi ng.Themedi ani snow 33y earsandis
sizehasdecreased.Thus,i
tiseasierfor projected toi ncrease int he coming years.
thefamil
ytot r
avelandtravelcost
sl ess Thisi s an issue thati s si
gnifi
canttot he
i
ff ewfamil
ymember stravel. tourism and hospi tal
it
yi ndustry.An older
popul ati
on haspr efer
encest hatdi f
ferfr
om
those of y oung popul ati
on.Thus,ser vi
ce
I
ssuesi
nTour
ism andHospi
tal
it
y providerswi l
lf i
ndi tnecessarytoadjusttheir
servicepr oductt ot hechangingpr efer
ences
Al t
hought hef utureoft hetourism and ofthemar ket
hospitali
tyindust ryisbr ight,itisnotwi t
hout
probl
ems.Thosepur suingcar eersint ouri
sm Anot her changing demogr aphic
andhospi tali
tywi llfi
ndi tnecessar ytoobt ai n characteri
sti
cist heincr
easei nthenumberof
knowledgewi t
hr egardt oanumberofi ssues si
ngle-parent househol ds. Si ngl
e-parent
thatt
hei ndustrymustf aceint hefut
ure.Some households gener al
ly havel owerl evels of
havebeeni ssuesf ormanyy ear
s,butnof inal discr
etionaryi ncome.To r i
ch this mar ket,
solut
ions hav e been f ound. Ot hers ar e servi
ce pr ovi
ders willhavet o develop new
emergi ng issues br oughtaboutby soci al
, servi
ce pr oductst hat willappealt ot hi
s
economi c,andt echnol ogicalchange. demogr aphicsegmentataf fordabl
epr i
ces.

The third demogr aphic change isthe

conti
nuing growt hint henumberofpeopl e
Theseissuescanbecat
egor
izedunder tr
aveli
ngforper sonalrathert hanforbusi
ness
t
hef
oll
owingheadi
ngs: purpose. Appr oxi
mately 74% of domest i
c
1.Mar
ket
ing; tr
aveler
st ravelpr i
marilyf ora nonbusiness
purpose.Thi s group i
sr esponsibl
ef orthe
2.Legal
; i
ncreaseper centageofthet ravelmarketi
nthe
 COLLEGEOFBUSI
NESSANDMANAGEMENT 3
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
TALI
TY
past45 y ear
s and t
he gr
owt
his sur
eto t
hei
rvar
yingser
vicesandameni
ti
es.
cont
inue.
Exampl esofmar ketsegment ati
onhav e
Thef ourthdemogr aphicchangei st he beenev identinf oodser vi
cei nthepast10
growthinthenumberofi nternati
onalt
ravelers. year
s. A number of r estaur
ant s t hat
Oneoft hepr i
mar yreasonsi sthedecreased addit
ionallyoff
eredext ensi
vesomet hing-f
or-
costof t ranspor t
ati
on r el
ativ
et oi ncome, ever
yonemenushasbegant oseer educti
ons
making tr
av elmor eaffordableto everyone. i
n business,as cust omer s have chosen t o
Anotherisi ncreased vacation ti
me and a patr
onize r est
aurants of f
ering speci al
i
zed
great
ernumberofhol idaysinmanycount ri
es. serv
icepr oduct
s.

Asnew marketsegmentareident
if
ied,
proper
ti
es desi
gned to appeal to those
Changi
ngVacat
ionPat
ter
ns segmentar
eli
kel
yt obedevel
oped.
Cit
izensofi ndust ri
ali
zedcount r
iesar e
changing t hei
r v acat ion pat ter
ns. The
tr
adit
ionalonce-a-yearv acati
onoft woweeks Fr
equentGuestPr
ogr
ams
i
s decl i
ning in popul ari
ty.For a gr owing
Because of t he pr oli
ferati
on of
numberofpeopl e,v acat i
ons are becomi ng
properti
es and t he i ncr easing compet it
ion
short
erandmor ef r
equent .At,present,mor e
among t hem,some l odgi ng oper atorshav e
peopleusuall
yplanmi ni
-vacati
ons,addingtwo
begun to dev el
op pr ogr ams t o gainr epeat
oftheirannualv acat ionday st oat hree-day
business. Model ed on t he f r
equent -
fl
y er
holi
dayweekend.I nt hisway ,theymanaget o
programswhi ch were successf ull
yused by
getawayf orami ni-vacat i
onoff i
vedayswhi l
e
many ai rl
ine compani es,t hese pl ans giv e
usi
ngonl ytwoact ual vacationdays
credit
s t o r egular guest s. They can be
redeemed i nt he f orm of r educed r ates,
upgrades,f reeaccommodat i
ons,f r
eemeal s
Mar
ketSegment
ati
on oranyv arietyofameni ties.Ascompet it
ion
Since190,t hepr inci
palt ermi nt ourism becomeskeener , t
henumberoft hesekindsof
mar ket inghasbeenmar keti
ngsegment ation. programs wi l
lcer t
ainlygr ow.Manybel i
ev e
Unt i
lt hel ate1970s,l odgingest abl
ishment s thatthesepr ogramswi l
lgai ni nthel odging
attempt edt oappeal t
obr oadgener almar ket s. businessthesamef av ort heyhav eachi eved
Thei rai m wast oappealt oabr oadgr oupof amongai rl
inecust omer s.
potent ialvisitor
s.I nrecenty ear s,thesuccess
oft hel imitedser vicepr operti
eshasl edt ot he
dev elopmentofot herpr opertiesi ntendedt o Matur
ati
on i
n Segment
s oft
he Fast
-Food
appealt osel ectedmar ketsegment s.Someof I
ndust
ry
the t y pes ofl odge pr opert
ies t o become
Segmentofthefast-
foodi
ndustryar
eno
appar enti ncludeal l-
suiteproper ti
es,residence
l
onger expandi
ng tot he ext
ent that was
proper t i
es, sub- budget pr oper ti
es, and a
f
ormerl
ypossibl
e.Thedemandf orhambur ger
varietyofbudgetpr operti
es,whi chdi fferby
 COLLEGEOFBUSI
NESSANDMANAGEMENT 4
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
TALI
TY
i
s notgr owi ng as f astas i tonce did,so concer nov ert hei ncr easi ngnumberofal cohol
operatorsf i
ndi tnecessar ytodev el
opednew -related aut omobi le acci dent s.At pr esent ,
productst omai ntai
nt hedesi redsal
esl evel
. alcoholandt heuseofdr ugsi saf act ori n
Atpr esent ,est abli
shment st hatpr evi
ously mor et hanhal fofal laut omobi leacci dent s.
offer
edf ew pr oduct sot herthanhambur gers Thi s l ed t he publ ic t o pr essure st ate
nowof ferpi zza,salads,poultry
,orothermeat l
egi sl
atur es t o act . Legi slators hav e
products.Aspubl i
ct astescontinuet
ochange, responded byl ower ing t he l ev els ofbl ood
foodser viceoper atorswi l
lhav eto develop alcoholi nwhi chani ndividuali sconsi der ed
special
typr oductst oretainanadequat eshare i
nt oxi cated and by i ncr easi ng penal ti
es on
ofthemar ket . of fender s.I naddi ti
on,sev eralst atesint heUS
hav eimposednewr egul ationshav emadet he
discount ingofdr inks- theso- cal ledhappyhour
Consol
idat
ion i
nthe Commer
cialLodgi
ng -i
llegal .Insev eralst at es,est abl ishment sand
I
ndustr
y thei r owner s can be hel d f inanci al ly
account abl ei ft heyser v eal cohol icbev erages.
Someexper tsar enow pr edi
cti
ngt hat To an i nt oxicat ed i ndividualwho causes
the number of l arge nat ionwide lodging damage or i njury af ter l eaving t he
companieswilldecreaseint hecomi ngy ears; est abl i
shment s.I n some pl aces,t his has
thatasmallnumberoff i
rmswi lldominatethe caused t remendousi ncr easei nt hecostof
l
odgingindustr
ybyacqui ri
ngsmal l
erchainsof l
iabi li
tyi nsur ance.Thi spr ompt ed somebar
regi
onalornati
onalpr oper
ti
es.Thi swil
lenable owner st o go outofbusi ness.I thas al so
successfulcompani es to obtaint he funds caused some r estaur ants owner st o st op
requi
red t o expand t heir oper ati
ons ser v i
ng alcohol ic bev erages. Some
i
nternat
ional
ly
. rest aurant s and barowner s hav e changed
thei rmar ketst rat egies.Theynowf eat ureand
Thetrendt owardconsoli
dati
onwillhave
pr omot e non- alcohol ic dr i
nks.As soci et al
at remendous i mpact on allcommer ci
al
att i
tudest owar dal cohol i
cdr inkscont inuet o
l
odging oper at
ions. Bot h i ndependent
change,i twi llbenecessar yf orf oodser vice
operat
ionandowner sofsmal l
erchainswi l
l
andl odgi ngoper at orst oadj ust .
fi
nd it diffi
cultt o compet e with heavi
ly
advert
isednationalandint
ernati
onalbr
ands.

Et
hicsi
ntheTour
ism andHospi
tal
i
tyI
ndust
ry
LegalI
ssues Et hi
cs is an academi c discipli
ne that
deal
s wi t
ht he study of codes of mor al
Thelegali
ssuesar eli
quorli
abil
it
yand
conductpr acti
ced byi ndi
vidual
sorgr oups.
et
hicsinthetour
ism andhospi
tal
i
tyindustr
y.
Businesset hicsr ef
erstotheappl icationofa
part
icular mor al code t o r elationshi
ps,
acti
vit
ies,anddi scussionsmadebyi ndivi
duals
Li
quorl
i
abi
l
ity i
n busi nessori ndustry.I
ti sthecodet hat
I
nthepast
,ther
ewasagr
owi
ngpubl
i
c enables t he i ndi
vidual in busi ness t o
 COLLEGEOFBUSI
NESSANDMANAGEMENT 5
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
TALI
TY
di
sti
ngui
shri
ghtfr
om wrong;todi
ffer
ent
iat
e employment di
scussi
ons af
fect
ing
bet
weenethi
cal
andunet
hical
behav
ior. theper
son;and

Ethics int he t ourism and hospi tali

ty 3.i
tunr easonabl
yinter
feres wit
ht he
i
ndust ryhasbeent hei ssuef ort housandsof person’s wor k per formance or
years. The busi ness pr actices of some creates an int
imi
dating,hosti
le,or
operator s of t ourism and hospi tali
ty offensiveworkenvi
ronment.
establishment sar equest i
onabl e.Forex ampl e,
amanagerofanew r estaurantmayhi r e20
waitersbuti ntendst okeeponl yt he12most Most cases of sexual har assment
ableaf tert hesecondweekofoper ati
on.An i
nvolve complaints by females about co-
ownermay f ailt or epor tal lsal es on hi s workersorsuperior
s.Inthelast10y ears,t
he
i
ncomet axr eturns.At ourgui demaycheaton numberofcases has gr own because an
hisincomet axbyf ail
ingt or epor tallhist i
ps. i
ncreasing numberofwomenhav ebecome
Anot herownermaycheaton hi st axes by wil
l
ingtospeakout .
chargingper sonalexpensest ot hebusi ness.
An empl oy ee int he pur chasi ng depar tment Because empl
oyers ar
el i
ablef orthe
mayacceptgi ftsf r om v endor si nreturnf or act
ionsoft hei
remployeesatwor k,i
tisv er
y
buying inf eri
orpr oduct s.Busi nesset hicsi s i
mpor t
antforemploy
erstothefol
lowingsteps:
l
ikelyt or emai nf or everi nt hel istoft ourism
1.i
nst
it
ute a st
ri
ctpol
icybanni
ng al
l
andhospi tali
tyissues.
f
ormsofsexualharassmenti
nt he
wor
kplace.

HumanResour
cesI
ssues 2.devel
op appropr
iate tr
aining
progr
ams f or manager s and
Someoft hehumanr esourcei
ssuesare employeessothatal
lwillunderst
and
sexual harassment, empl oyee t ur
nover
, andbecomesensi ti
vetot henat ure
employee assi
stance pl
ans,and empl oyee ofsexualhar
assment;and
empowerment .
3.establ
ishprocedur
esforhandli
ngal
l
Sexualhar
assment complaint
spr omptl
y,f
air
ly,andina
sensit
ivemanner.
Sexualharassmentmaybedef i
nedas
unwelcome sex ualadv ances,r equest
sf or Empl
oyeeTur
nov
er
sexualfavors,and otherv erbalorphy si
cal
conductofsexualnaturethattakeplaceunder Empl oyeet ur
nov erisoneoft hemaj or
anyofthefollowi
ngcondi t
ions: i
ssuesconf ronti
ngmanager soft our i
sm and
hospitali
ty enterpri
ses.Wi tht urnover r ates
1.submissionismadeacondi
ti
onof averaging appr oximat el
y 100% per y ear,
theperson’
sempl
oyment
; manager sar ealway sf acedwitht hepr oblem
oflosi ng experi
enced empl oyees and hi ring
2.submissi
onto orrej
ect
ionofsuch
l
ess-exper i
encedempl oyeesasr eplacement s.
conduct i
s used as a basi
sfor
Faced wi th i nexper i
enced r eplacement s,
 COLLEGEOFBUSI
NESSANDMANAGEMENT 6
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
TALI
TY
severalmanager sbel ievet heyhav eonl yt wo i
ssues.
choices- to shouldert he high t r
aining cost s
The t ouri
sm and hospi talit
y manager
associ ated with dev el oping new empl oyees
who est abli
shesEAPst o benefitempl oyees
i
nt oef fici
entwor ker sort oincurt heequal it
y
wil
lev entual
lydev elopamor eloy alworkforce,
high cost s associ ated wi t
h wor king wi t
h
onet hati swi l
l
ingt omakeagr eateffortto
untrained empl oy ees.Ver yfew r ealize that
att
aint heoperationalgoalsoft
heent er
pri
se.In
therei sa t hi
rd alternative-t
or etai
nv al
uable
addit
iont hemanagerwhohel pst heempl oyees
empl oy eesandr educet urnovers.
wil
lreduceempl oyeet ur
nover
.
Many manager si nt he tour i
sm and
hospitali
ty industry understand t
he Empl
oyeeEmpower
ment
requir
ement s to r educe t urnov ers. These In some t our i
sm and hospi tal
ity
i
nclude adequat e wages and benef i
ts, establishment s, manager s hav e dev eloped
reasonable wor ki
ng condi t
ions, r easonabl
e rules and pr ocedur es t hat employees ar e
workschedul es,andr easonabl et reatmentof directed t of ollow.These i nclude directiv
es
employ eesbymanager s.Howev er,onl yfew suchasi nf
lexibl
er ulesf orcheckoutt i
me, rul
es
manager sputtheser equir
ement sint opracti
ce. prohibitingf r
eer efil
l
soncof f
ee,str
ictli
mi tson
Sev eralmanager s and empl oyers sti
ll the numberofhand t owels perguest ,or
treattheirempl oy
eesasi nt heywer epartsofa directi
v espr ohibit
ingsubst it
uti
onsonspeci al
bigwheelr at herthanpeopl e.Theyhi r
ewor kers dinnermenus.Thesemayaf f
ectt heov eral
l
att hel owestpossi blewages,f ailt
opr ov i
de i
mpr essionofaguestr egardi
ngpar t
icularfood
propert r
ai ni
ng,t henadmoni sht hem fornot serviceorl odgingent erpri
se.Forsomeguest ,
doingt heirwor kcorrectly.Theyassi gnwor kers’ these r ules may be enough t o make t hem
schedul es wi t
houtt aking i nt
o accountt he decidenev ertor eturn.
wor kers’per sonalpr eferences,change t he Many owner s and manager s hav e
schedul e of t he wor kers wi thout previous reali
zed the ineffect
iveness ofset t
ing strict
notice,andor derthem t or eportforwor kon rul
esgov erni
ngev er
ydet ai
lofguestser vice.
theirday -of f
.Then,manager scompl ai
nabout Thus,t heynow setpol ici
es thatare guest -
empl oyeeswho r esign to acceptequalj obs oriented.Theyempowert heiremploy ees t o
wi t
hot herempl oyer
s. makedeci si
onsthatwi l
limprovethequal i
tyof
serviceto guestswi thouthav i
ng a negat ive
Empl
oyeeAssi
stancePl
ans
i
mpactonoper at
ions.
Empl oy eeassi stanceplans( EAPs)ar e
i
ncludei nthedi scussi onofmaj orissuesint he
touri
sm andhospi tali
tyindustr
ybecauset hey Oper
ati
onsi
ssues
areoneoft hesecul arstepstopayat t
ention
regardingthepr oblemsoft hei
rempl oyees.The Theoperati
onsissuesincl
udeautomation,
probl
emsoft hoseempl oyedinthet ouri
sm and smoking/nonsmoki ng ar
eas,sani
tat
ion and
hospitali
ty i ndustry i nclude psy chol
ogical publi
cheal
th,andrecycl
i
ngsoli
dwaste.
probl
ems,f ami lyi ssues,f i
nancialpr obl
ems,
Aut
omat
ion
l
egali ssues,heal th,as wel las educat ional
 COLLEGEOFBUSI
NESSANDMANAGEMENT 7
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
TALI
TY
Automati
on isthe process ofusing a car i s highl
y reduced and t he
el
ectroni
c and mechanical equipment and pr
ofi
tabil
it
yofthedistr
ibuti
onsystem as
machinerytocomplet
esomeoral lofthet
asks wel
las t he cost t
ot he t
raveler i
s
associat
ed with agi
ven ent
erpri
se.Thet wo maxi
mi zed;and
pri
mar yreasonsforaut
omatinganent er
pri
se
are: 3.Eli
mi nation of Ti cket s.Ther ei s no
l
ongert heneedf ort het r
av elert ocarry
1.Toi
ncr
easet
hespeedofwor
k;and anact ualdocumentf oranai rplaneseat
orahot elr eservat ion.A t rav el
ermay
2.Tor
educet
hecostofwor
k.
placet heor derabouthi simpendi ngt r
ip
Automati
oninthetraveli
ndustr
yishere onhi si nteractivet elev i
sion,andi nsert
t
o stay.Computeri
zati
on willaffectthe hist ravelcar dintot heappr opr i
ateslot
i
ndustr
ypr
inci
pal
lyinthreear
eas,namely
: on t he si de oft he consol e.Af terall
arrangement s and conf i
rmat ions hav e
1.Communi cations. Busi ness t ravelers beenmade,t hecomput ermagnet ical
ly
frequent lychanget hei rit
iner ari
est osui t codeshi scar d.Thet r
avelerar ri
vesat
theirchangi ngr equirement s.Mucht ime theai rpor t
,goest ot heappr opr i
ategate,
atpr esenti sl ostinmaki ngal ternat i
ve and as he ent erst he ai rplane r i
ght
arrangement t hrough v endor s or bef ore he hangsup hi scar ry-on bag,
distributors f rom pay phones, hot el ther ei s a sl oti nt o whi ch he si mply
rooms,orsecr etaries’phones.Por table sticks hi s car d.I ft he r esponse i s
communi cation dat a units( PCDUs) ,a posi t
ive,he pr esses a but ton and a
portabl etelephoneorcomput eral l
owsa receiptpopsoutoft hewal l.
busi nesst rav elertocommuni cat ewi th
any t ravel ent ity f rom any pl ace
i
ncl uding ai rplanes and r earrange or
Oneoft hebi ggestpr oblemsofagent s
reconf ir
m hi st r
av elplan;
nowaday sishow t ofindt hemostef fi
cient
2.InteractiveCRTs.I nteractiv
et el
evisioni s waytodel i
verthetraveler’
sdocument s.The
nowbei ngusedi nsomeci t
ies.Wi thina eli
minati
on of t i
ckets has t he bi
ggest
fewmor eyears, mor ecitieswi l
lbeusi ng i
mpactont hedistributi
onsy stem because
i
t .Itispossi blet hatmuchoft heor der the rol
e of t he agentas a t rust
ee i s
placementpr ocess wi llbe shi fted t o eli
minated.Consequent l
y,t he order-
taker-
i
nt eractive telev i
sion. Speci fi
c or der onlyagentwill
alsobeel i
mi nated.
forms can be pr ogrammed i nto a At pr esent,some f ood ser vi
ce and
dat abaset hatcanbeaccessedbyany l
odgi ngest abli
shment shaveautomat edto
number sofuser s.Ifcallsarer educedt o theext entt hatguestsandcust omer sno
one- thir
d by i nteractive CRTs,t rav el l
ongerhav edi rectcontactwi t
hanyst af
f
counsel orswi llber eachingpr oduct i
v ity member .Ther ear elodging operati
onsin
l
ev els0f$2. 5mi lli
ont o$5mi ll
ionper whichaguesti nser
tsacr editcardi nan
annum each.Hence,t hecostofget ting elect
r oni
cdev ice,enabli
nghimt ochecki n
at rav el
eronanai rplane,intoahot el,or withoutspeaki ngt other oom clerkatthe
 COLLEGEOFBUSI
NESSANDMANAGEMENT 8
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
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TY
desk.Checkoutcan be done through a andhospit
ali
tyent
erpri
sesisanissuet
hat
touch-
sensit
ivescr
eenonthetel
evi
sionset i
sofincreasi
ngimpor t
ancetoownersand
i
nt heguest ’
sroom.Foodandbev er
ages manager
si nt
hecomi ngyear
s.
canbet akenfr
om vendi
ngmachi
nes.

Itisi nterest
ingt onot ethatf oodser vi
ce
andl odgi ngest abl i
shment shav etendedt o Sani
tat
ionandPubl
i
cHeal
th
mai ntaint heappear ance ofser vi
ce ev en Averyimportanti
ssueinf oodser vi
ceis
though aut omat ed dev i
ces hav e been sani
tat
ion.Everybodyagreest hatallsteps
i
nst all
ed.Forexampl e,some hot els wi t
h shoul
dbet akent opreventi l
lnessesthat
automat icelevator shav econtinuedt ohi r
e arecausedbyt hemanneri nwhi chfoodis
personnelt or unt heel ev
ators.Guestar e handl
edort othefoodit
self.
stil
lgivenahi ghl ev elofserviceusingmor e
moder nand ef ficientequi pmentt hant he Pr operf oodhandl i
nghasal way sbeen
oldermanualel ev ators.Thet echnol ogical an issuei nt hei ndust ry.Manager smust
capaci t
yt oaut omat egr owsdai l
yandt he alway sbesur et hatf oodi sboughtf r
om
tourism andhospi talityi
ndustrywi l
lhav eto responsi blev endor s.Foodmustbekeptat
deter minet heext entt owhichi tshoulduse suit
abl et emper aturest opr eventthegr owth
thet echnol ogy. of bact eri
a.I tshoul d be pl aced under
propercondi tionst opr ev entinfest ati
onby
Smoki
ng/
Nonsmoki
ngAr
eas i
nsect s or r odent s. The sur faces of
equipmentmustbe cl eaned v er
ywel lto
As mor e and mor e cust omers of
ensur et hatfoodi snotcont ami nateddur i
ng
tourism and hospi t
ality entit
ies demand
prepar ation.Washi ngi sanecessi tyi nf ood
smoke- freeareasfordi ni
ngandsmoke- f
ree
servicesuchast hewashi ngoft hehands
sleepingaccommodat i
ons,t hei ndustr
ywi l
l
empl oy ees,thewashi ngoft hefreshf oodt o
cont i
nue t o exerteffortst o meett hese
remov echemi calr esidue,aswel last he
demands.Thi sisspeci fi
call
yt rueinpl aces
thorough washi ng of chi na,gl asswar e,
i
nwhi chl egi
slat
ionor dersthatappr opri
ate
fl
atwar e, pots,andpanst hatareusedi nthe
facili
ti
es be made av ailable. Hence,
prepar ation and ser vice of f ood and
restaurants appor ti
on sect ions of t hei
r
bever ages.
dining f acil
it
ies t o accommodat e t he
requestsofnonsmoker s.Someev eninstal
l Nationaland l ocalgov ernments apply
orimpr ovev enti
lat
ionequipment . str
ict sanitary st andar
ds t o f ood and
beverageoper ati
ons.Someconductr egular
Manyl odgingestabl
ishmentshaveset
i
nspectionsandappl ysanctionsont hose
asideaccommodat ionsfornonsmokers.In
found v i
olati
ng t he r egulat
ions. The
somehot els,smokingispr ohi
bit
edint he
sancti
ons r ange f rom i mposi ng fi
nes,
l
obbies, corri
dors, el
evator
s, and other
publi
shinglistsofv i
olat
orsinnewspaper s,
areas. Airl
ines hav e also establ
i
shed
and cl osi
ng t he est abli
shments of
nonsmokingar eas.
consi
stentv iol
ators.
Thepr
ohi
bit
ionofsmoki
ngi
ntour
ism
To ensur
e compl
i
ance wi
th l
ocal
 COLLEGEOFBUSI
NESSANDMANAGEMENT 9
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
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TY
sanit
arycodes,manyf ood and bev erage Fir
e saf ety has al way s been an
operators hir
e consul t
ant s to conduct i
mpor tantissuei nthet ouri
sm andhospi tal
it
y
regul
ar inspections and t o hel pi nt he i
ndustry.Inearliercent
ur i
es,taverns,i
nns,and
i
mmedi at
ecor rectionofanyv i
olat
ion.As hotel
swhi chwer eusuallyconstructedoffood
consumer s become mor e awar e oft he werer egularl
ydest roy
ed byf ir
e.Manywer e
potenti
alharm br oughtaboutbyi mpr operl
y burnedt ot hegr oundandal ar
genumberof
handledfood,prev ent
ingpossi bl
ev i
olat
ions peoplewer ekil
ledorcrippled.
oflocalcodeswi l
lbesi gnifi
cantissuet o
Duri
ng the t wentieth cent ur
y,hot els,
foodandbev erageoper ators.
motelsandot herlodgingest abl
ishmentshav e
i
nsti
tuted many changes,among whi ch are
i
mpr ovementsindesi gnedandconst ructi
onas
Recy
cli
ngSol
i
dWast
e wellas i mprovement si nt he fir
e cont r
ol
I
n previous years,t her
e has been a syst
emsi nst
all
edi nbui l
di ngs.Exampl esar e
gradualcl
osingoft helandfill
sthatwereused el
ectronic smoke det ectors, aut omat i
c
fordisposi
ng sol i
d wast es and a gr owing syst
emst osummonf iredepar t
ment s,bett
er
awareness oft he harmfulef fect
s ofei ther spri
nklersyst
ems, andsoon.Becauseoft hese
burni
ngsolidwast eordumpi ngiti
ntothesea. syst
ems, peoplebecamesaf er.
This has result
ed in maj orwast e disposal Howev er, a number of danger s
probl
emsinsomepl aces. associatedwi thf i
reremainst obeconsi dered.
In some ci ti
es,t he costofr emoving In case off ir
e,guest si n hotel
s and ot her
soli
dwast esi sincreasingt otheext entthat l
odgi ngoper ati
onsmayf acedangerf rom t he
gov er
nmentandci tizensareunabl etopay .In toxic smoke r esul
ting fr
om t he bur ning of
many oft hese areas,separ at
ing recycl
able furni
ture,f i
xtures,and f i
bers produced f r
om
plasti
c,glass,and ot heri t
ems f r
om pot her man- made mat eri
als.Inaf ir
e,manyoft he
soli
dwast esgr eat
lydecr easest hequanti
ties arti
fi
cialfibersusedi nwallcoverings,car pets,
thatrequi
redi sposal. draperies,anduphol steryproducet oxicf umes
thatcanbemor edangeroust hant hefi
rei tsel
f.
Thet r
endtowardr ecycl
ingislikel
yt o
i
ncrease.Manyi nthet ouri
sm andhospi tal
it
y Another pr oblem i s r el
ated t o
i
ndustrywhohav enotbeenpr ev
iousl
yaf f
ected construct
ion.I nr ecenty ears,new bui l
dings
bythi
si ssuewil
levent
uallyfi
nditnecessaryto were well-i
nsulated to decreaseheat i
ng and
adoptar ecy
cli
ngprogr
am. cooli
ngexpenses.I nsomebui l
dings,windows
werenotdesi gnedtobeopened.Temper at
ure
and airwer econt r
oll
ed byv erycompl i
cated
centralsy stems.I n case of f i
rei n such
ConsumerAf
fai
rsI
ssues
buil
dings,ther eisadangert hatsmokemay
The consumeraffai
rsi ef
ssues ar i
re, spread qui cklyt hr
oughout t he bui l
ding.At
saf
ety
,tr
uthinmenus,anddiet
/nutr
it
ion/
heal
th. present,i
ndi vi
dualroom vent i
lati
oni sinstall
ed
topreemptt hedanger.
Fi
reSaf
ety
Tr
uthi
nMenus
 COLLEGEOFBUSI
NESSANDMANAGEMENT 10
MACROPERSPECTI
VEOFTOURI
SM ANDHOSPI
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TY
Forf ood ser vice oper ators,pr epar i
ng conti
nue.Successfulf ood servi
ce oper
ators
truthfulmenus i s an et hicalpr acti
ce t hat wil
lhav et o giv
e gr eaterattenti
on tot he
shoul d neverbe v iolated.Howev er,a smal l nutr
it
ional
contentoffoodi ntheyearst
ocome.
mi norityhav e produced menust hatar e not
accur ateindicatorsoft hef oodser vedi nt heir
establishment s.Someser ve US choi cebeef TheFut
ureofTour
ism andHospi
tal
it
y
whent heirmenusst atesUSPr i
mebeef .Ot hers
serv e porti
ons wi t
hf ewerounces t han t he TheWor l
dTr avelandTour ism Counci l
numberl i
stedint hemenu.St il
l,othershav enot forecast sthattravelandt ourism wi l
lgr ow at
usedt heactuali ngredientssuggest edbyt heir 40% t o 50% i nt he next 10 y ears.Thi s
menusandhav esubst it
utedonepr oductf or tremendous i ncreased pr esent gr eat
anot hersuchast urkeyf orchi cken,mar gar i
ne challenges and car eer oppor t
uni ti
es f or
forbut t
er,gener i
cpr oduct sf ornamebr ands, touri
sm andhospi tali
tygraduat esnowaday s.
anddomest i
cpr oductsf orimpor tedones. Accor ding to John Nai sbi
tt,the f uturist,the
globaleconomyoft hetwenty-fi
r stcent urywi l
l
I
n some ar eas,consumerpr oducti
on bepr opell
edbyt hreesuper -
ser vicei ndust r
ies
l
aws hav e been passed so t hatthose who namel y t elecommuni cat
ions, i nformation
viol
atether egul
ationsr i
skf i
nesandl ossof technol ogy, and t ravel and t our i
sm. The
l
icenses.I ti si mpor t
antt hatthose i nthe foll
owi ngtourism andhospi tal
ityi temsar ebut
touri
sm andhospi tali
tyindustr
yconductt heir af ewexampl esofthewav eoft hef ut ure:
operati
onset hi
call
yi n orderthatconsumer s
willhavecompl etef ai
thint hetruthoft heir 1.I
ncr
easedspeedandshoppi ng useof
menus,t hewhol esomenessoft heirfood,and t
heint
erneti
ndev
elopedcountr
ies;
thehonestyoft heirbusinesspract
ices.
2.Extended r
each i
n l
ess-
dev
eloped
countri
es

Di
et/
nut
ri
ti
on/
Heal
th 3.I
mproved secur
it
y of per
sonal
i
nfor
mati
on
Sincet hepubl i
cisv erymuchconcer ned
aboutheal thydi ets cont aini
ng less f atand 4.Robot
icl
aborsour
ces;
l
essercal ories,manyf oodser viceoper ators
5.Reser
vati
on sy st
em with mor e
are adj usti
ng t heirmenus t ot he changi ng
sophi
sti
cated,v
oice-
act
ivated,ar
ti
fi
cial
publict astes.Somear edev ot
ingsect ionsof
i
ntel
li
gence;
theirmenus t of ood fort he di
et -
conscious;
othersar eassi gningcer tainmenui t
emsf or 6.I
mproved nav
igat
ional sy
stems f
or
thosei nterestedinf oodt hati slow insodi um r
ent
alcars;
and chol esterol
.An i ncr easi
ng number of
restaurantsexer tt o at
tractheal th-
conscious 7.Electr
oni
c entertai
nment v enues in
diners.Somehav eel i
minat edunheal thyfood rentalcar
s and on pl
anes and crui
se
from theirmenus. ships;

Thet
rendt
oheal
thi
erdi
ningwi
l
lsur
ely 8.Upgraded Inter
net per sonal di
git
al
assi
stant
sforoperat
ions;
 COLLEGEOFBUSI
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MACROPERSPECTI
VEOFTOURI
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9.Mar
ket
ingmasscust
omi
zat
ion i
ssuesi ncludel iquorliabil
it
yandet hi
cs
i
n t our ism and hospi tali
ty. Human
10.
Comprehensi
vebrandi
ngcampai
gnsf
or
resource i ssues i nclude sexual
lar
geandsmalloperat
ors;
harassment , empl oyee tur
nover,
11.
Vir
tual
onl
i
necust
omercommuni
cat
ion employ ee assi stance pr ogr ams, and
employ ee empower ment . Oper ati
ons
12.
Just-
in-
ti
me seat
s/r
ooms/
car i
ssues i
ncl ude automation,
inv
entori
es; smoking/ nonsmoki ng areas,sanitati
on
and publ i
c heal th,and r ecycli
ng soli
d
13.
Elect
roni
ctr
avel
agent
s;
waste.Fi nall
y,consumeraf fair
sissues
14.
Blendedhy
bri
daccommodat
ions; i
ncludef iresafet y,tr
uthi nmenus,and
diet
/nutr i
tion/heal t
h.
15.
Globalanti
-t
err
ori
stmi
crochi
p secur
it
y
systems; Tr av
el,tour
ism,andhospital
it
ywillgr
ow
tremendousl yintheglobaleconomyof
16.
Mor
enut
ri
ti
onal
fast
-f
oodof
fer
ings; thet wenty-
fi
rstcent
ury
.
17.
Emphasi
sone3cot
our
ism;
and

18.
Improv
ed cust
omer r
elat
ionshi
p
marketi
ngi
nformati
on.

SUMMARY

Sev eral soci al and economi c

changesar el i
kelyt oaff ectt hef utureof
the tour i
sm and hospi tali
tyi ndust ry
.
Thesear eear lyr eti
rement ,l ongerl i
fe
spans, shor ter wor kweek, gr eater
disposablei ncome, great ermobi li
ty,and
smal l
erfami l
ies.Manyoft hei ssuest hat
havet obeconsi deredbyt ourism and
hospitali
tymanager scanbecl assified
i
nt ofi
v ear eas,namel y,mar keting,legal ,
human r esource, oper ations, and
consumer af f
air
s. Mar ket i
ng i ssues
i
nclude changi ng demogr aphics,
changing v acati
on pat terns, mar ket
segment at i
on,f r
equentguestpr ograms,
mat ur
ationi nt hesegment soft hef ast-
foodi ndust ry,andconsol idat i
oni nt he
commer cial l odging i ndust r
y. Legal
 COLLEGEOFBUSI
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