UNIVERSITY INSTITUTE OF TOURISM

AND HOSPITALITY MANAGEMENT

DEPARTMENT- UITHM
Guest Handling Skills-Practical

1.PASSANGER & GUESTS DISCOVER . LEARN . EMPOWER

 1.PASSANGER & GUESTS

Course Outcome https://www.google.com/imgres?imgurl=https%3A%2F

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CO1 Remember
Learn and Acquire the skills and the students will be  
able to demonstrate the skills required to perform day The course begins with the introduction
to day operations.
to the skills required to join the airlines
CO2 Understand
Plan and Acquire the skills and the students will be
  industry. The students are then
able to demonstrate the safety briefings on board the
aircraft. introduced to various services and
CO3 Learn, Acquire and compile the skills about customer Understand products used in the airline industry with 2
behaviour and will be able to handle various onboard day to day operations and skills required
situations.
to perform them.
 PRACTICAL-1 TOPICS

 Passenger and Guests- Meaning and Concept,

 The word and world of hospitality- meaning, definition &
Concepts,
 Types of Guests/ Passengers- internal and external customer.
 Airlines as a service provider.
 Who is considered a passenger?

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A passenger (also abbreviated as pax) is a person who travels in a

vehicle but bears little or no responsibility for the tasks required for
that vehicle to arrive at its destination or otherwise operate the
vehicle.
 What does passenger mean in aviation?

Passenger aircraft means an aircraft that carries any person other than a
crew member, employee of the operator in an official capacity, an
Authorized Officer or a person accompanying a consignment or other
cargo.
 Passenger types in accordance to age
A passenger can be classified as any one of the
below options:
• – Adult: A person who has reached his/her 12th
birthday as of the date of commencement of
travel.
• – Child: A person who has reached his/her 2nd
birthday but not his/her 12th birthday (i.e.
between the ages of 2 to 11 inclusive) as of the
date of commencement of travel.
• – Infant: A person who has not reached his/her
second birthday at the time of departure for
each flight during the course of the journey.
• All of the fares available are based on the above
categories. There may be occasions where you,
or a member of your travelling party, was
classified as a child or infant at the
commencement of the journey but the
classification changed to child or adult during the https://www.google.com/imgres?imgurl=https%3A%2F%2Fhexaware.com%2Fwp-content%2Fuploads
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 Special Passenger

1. Carriage of wheelchairs, Mobility

Aids and Medical equipment
2. Medical passengers
3. Medical Equipment and oxygen
4. Diabetic passengers
5. Disabled passengers
6. Passengers with a hearing and or
vision impediment
7. Service dogs
8. Pregnant passengers
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 What is a guest in hospitality?

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The definition of a guest is a person welcomed into someone's

home or a customer at a restaurant or hotel. An example of a
guest is a person staying at a Holiday Inn for a few nights.
The word and world of hospitality- meaning, definition &
Concepts

• Hospitality is the relationship

between a guest and a host, wherein
the host receives the guest with
some amount of goodwill, including
the reception and entertainment of
guests, visitors, or strangers.
•  Hospitality is also the way people
treat others, that is, the service of
welcoming receiving guests for
example in hotels.
• Hospitality plays a fundamental role
to augment or decrease the volume https://www.google.com/imgres?imgurl=https%3A%2F%2Fhexaware.com%2Fwp-content%2Fuploads
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What are the 5 sectors of the hospitality industry?
Five Different Sectors of the Hospitality Industry
1. Food and Beverage Industry.
2. Lodging Industry.
3. Recreation Industry.
4. Travel and Transportation
5. Tourism
6. Meetings and Events Industry.
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 what types of customer can we identify in
hospitality?
1. Families.
2. Tourists.
3. Travelers.
4. Special.
5. Business.
6. Luxury.
7. Eco-friendly
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Types of Guests/ Passengers- internal and external
customer.
What are internal customers?
• Internal customers are company employees who consume goods or services
that another employee provides. This often involves relying on someone else
within the company for help.
• For example, if an employee needs assistance with a computer issue and
reaches out to the IT department for help, that employee becomes an internal
customer of the IT department. Employees, owners and other types of
representatives, like shareholders, may all be internal customers.
• Some common types of internal customer relationships include:
 Employees within a team
 Employee to IT department
 Employee to HR department
 Internal employee to product
Types of Guests/ Passengers- internal and external
customer.
What are External customers?
• External customers, also known as the clients or clientele, are the people who
pay for the goods and services that a company provides. They generally have
no other connection to the company beyond their purchases. Identifying,
engaging and maintaining relationships with external customers is an
important aspect of business because it's where companies generate much of
their revenue. For this reason, the satisfaction of external customers is the
central focus for most product, marketing and user experience (UX) teams.
• Some specific types of external customers include:
 Individuals
 Businesses
 Government organizations
 Volunteer organizations
 Airlines as a service provider

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Aviation Support Provider means a person, company or corporation that AIRLINE may

contract with for the purpose of providing aircraft services, ground handling, ramp services,
passenger services, ticketing, baggage handling and/or delivery, aircraft cleaning services,
maintenance services, fueling services, screening/security services, catering, provisioning
(including, but not limited to, supplying of food, snacks, and/or beverages to AIRLINE stores
and/or supplies), or other similar services to Air Transportation Companies.
 Airlines as a service provider
• Aviation service providers provide wide range of services in order to meet high standard
demands of the aviation Industry.
• Keeping in pace with the current trends in the aviation industry there is growing
demand for Aviation service providers that ensure safe and reliable travelling
experience.
• Aviation Service Providers, Aviation Companies, Aviation directories, Air Cargo, Air
Freight, freight forwarder, freight shipping, shipping companies, international shipping,
freight forwarding companies, shipping quotes, international freight forwarder,
international shipping rates, logistics companies, freight shipping rates, air freight
services, international freight shipping, international shipping companies.

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 REFERNCES
• https://logisticleads.com/company/Aviation-Service-Providers-companies
• https://www.lawinsider.com/dictionary/aviation-support-provider
• https://www.indeed.com/career-advice/career-development/internal-vs-external-custo
mers
• https://www.protel.net/blog/12-types-of-guests-and-tips-on-how-to-exceed-their-expec
tations/
• https://cothm.ae/what-are-the-sectors-of-the-hospitality-industry/
• http://www.market-width.com/Hospitality-Industry.htm#:~:text=Hospitality%20industry
%20can%20be%20defined,and%20all%20types%20of%20visitors
.
 WORKSHEET
1) Write a note on different types of Passengers on the basis special needs.
(3 marks)
2) Explain the difference between guest and customer with example. (3
marks)
3) Justify “ Airlines as a service provider” (4 marks)
THANK YOU

For queries
Email: Utkarsh.e12413@cumail.in