The document discusses Singapore's tourism and hospitality industry. It notes that the industry is a major economic contributor, employing over 150,000 people and accounting for 12% of GDP. Singapore's government aims to double visitor arrivals to 17 million and triple tourism receipts to $30 billion by 2015. The tourism and hospitality sectors work closely together and include accommodations, food services, attractions, transportation and other areas.

1. IInnttrroodduuccttiioonn ttoo TToouurriissmm
aanndd HHoossppiittaalliittyy iinndduussttrryy

2. IInnttrroodduuccttiioonn ttoo ttoouurriissmm aanndd
hhoossppiittaalliittyy iinndduussttrryy
Learning Objectives
• Understand the tourism and hospitality
industry
• Overview of the different tourism sectors
• Classification of lodgings
• Analyze different kinds of consumers and
what satisfies their travel needs

3. WWhhyy ssttuuddyy TToouurriissmm aanndd
hhoossppiittaalliittyy??
• Employs 214 million people worldwide (est
2004) or 8.1% of total employment
• Leading economic contributor generating
10.4% of the world’s GNP (US$5,500B)
• Source :- World Travel & Tourism Council

4. How aabboouutt llooccaall ttoouurriissmm aanndd
hhoossppiittaalliittyy iinndduussttrryy??
• Estimated employment of 150,000 to
200,000 jobs
• 12% of GDP US$98.4B (2004)
• S$9.6 B tourism receipts (2004), S$6.9B
(2003), S$8.8B (2002)
Source : Travel News Daily

5. Tourism’s eeccoonnoommiicc ccoonnttrriibbuuttiioonn
iinn SSiinnggaappoorree
• Integrated Resort complex (Hotels and
casinos) expected to hire 10,000 direct
staff plus indirect employment (5,000)

6. Tourism’s eeccoonnoommiicc ccoonnttrriibbuuttiioonn
iinn SSiinnggaappoorree
• Ready in 2008/2009 at Marina Bay and
Sentosa with theme parks, shopping
plazas, museum and convention halls
• Total incremental employment of 35,000
jobs (unemployment 75,000 2004)

7. Tourism’s eeccoonnoommiicc ccoonnttrriibbuuttiioonn
iinn SSiinnggaappoorree
• Total incremental GDP of S$1.3 Billion
• Tourism contribution from 13.1% 1993
to 6.1% 2002
• S$5B resort investment e.g. MGM-Mirage
CapitaLand, Harrah’s Entertainment-
Keppel Land etc.

8. Tourism’s eeccoonnoommiicc ccoonnttrriibbuuttiioonn
iinn SSiinnggaappoorree
• Expected to generate USD26.9billion of
economic activity (Total Demand) in 2005
• 10.6% of GDP and 182,985jobs (8.3% of
total employment) in 2005
• Expected to grow 7.0% in 2005 and by
6.2% per annum, in real terms, between
2006 and 2015.

9. Singapore ttoouurriissmm’’ss vviissiioonn
• On 11 January 2005, STB unveiled
Tourism 2015, its vision for Singapore’s
tourism industry over the next 10 years.
The STB aims to double visitor arrivals to
17 million, triple tourism receipts to S$30
billion and add 100,000 new jobs to the
tourism industry by 2015.
• Source :- Travel News Daily

10. DDeeffiinniittiioonn ooff TToouurriissmm
• Individuals or groups that are travelling
away from home requiring all providers of
activities, services, and industries that
delivers a travel experience
• e.g. You and your family travelling to
Australia

11. Definition ooff HHoossppiittaalliittyy
• Definitely not working in “Hospitals”

12. ““Real” ddeeffiinniittiioonn ooff hhoossppiittaalliittyy
• Lodging and food services (food and
beverage) industries that cover theme and
amusement parks, entertainment outlets,
cruise companies
• E.g Any F&B providers locally or overseas

13. HHoossppiittaalliittyy iinndduussttrryy
• Lodging :- continually changes to
accommodate its guests, necessity for
classifying hotels, cater to different groups
of individuals.
• May include hotels, motels, convention
hotels, farm stay, bed and breakfast and
apartments.

14. TTyyppeess ooff aaccccoommmmooddaattiioonn
1) Luxury hotels and resorts e.g. 4
Seasons, Banyan Tree, Fullerton
2) Full serviced properties e.g. Ascott
3) Limited-Serviced properties e.g. no daily
housekeeping
4) All-suites’ hotels (serviced apartments)
Centrepoint
http://rentalo.com/3376/perthserviced.html

15. FFooooddsseerrvviiccee ooppeerraattiioonnss
• Foodservice :- offering menu in different
forms from small establishments (push
cart) to large chain restaurant
organisations.
• Each foodservice operation responds to
the needs and expectations of its market
through its concept and menu.

16. TTyyppeess ooff llooddggiinngg oowwnneerrsshhiipp
1) Independent Ownership e.g. Bel Air
Hotel
2) Chain ownership e.g. Hilton International
3) Management Contract e.g. Raffles Hotel
4) Company-owned and operated e.g.
Furama
5) Franchise-licensed e.g. Holiday Inns

17. TTyyppeess ooff llooddggiinngg oowwnneerrsshhiipp
1) Independent Ownership : No affiliations,
usually hotels that are so famous e.g.
Bel Air Hotel in Los Angeles
• So small that they don’t have the
resources or see the need for brand
affiliations

18. TTyyppeess ooff llooddggiinngg oowwnneerrsshhiipp
2) Chain Ownership :- Wholly owned by a
parent chain corporation e.g. Hyatt,
Hilton, Marriott or Fairmont, most
people believe that if a hotel has a
brand name, it’s owned by the parent
chain, not very true as it could be
“owned” in many forms.

19. TTyyppeess ooff llooddggiinngg oowwnneerrsshhiipp
3) Management Contract :- Provides
executives to run the hotel, may use the
chain’s brand name and reservations
system
• Odd situations where the management
of one chain (say, Marriott) oversees a
property owned or franchised by another
chain (e.g. Hilton)

20. TTyyppeess ooff llooddggiinngg oowwnneerrsshhiipp
4) Company owned and operated
own and run by its own executives in
areas of marketing, reservations, day-day
operations of the various hotels

21. TTyyppeess ooff llooddggiinngg oowwnneerrsshhiipp
5) Franchised licensed
Outside person or company (a
franchisee) owns the property, pays a
royalty, a percentage of room sales,
must adhere to at least the minimum
lodging standards that the chain sets

22. BBrraannddss aanndd bbrraanndd ffaammiilliieess
• Represent a distinct value level e.g. Four
Seasons rep upscale and pricey, Motel 6
has a chain of budget Hotels, basic and
inexpensive

23. Classification of aaccccoommmmooddaattiioonn
Canada Select uses the following criteria to
classify hotels and motels in Canada. cleanliness,
state of repair and the amenities that each
property offers. Each star level incorporates the
requirements of the previous level and adds in new
criteria.
• http://www.thebuccaneerinn.com/canada_sele
ct.htm

24. RRaattiinnggss ooff hhootteell aaccccoommmmooddaattiioonn
1) One Star
2) Two Star
3) Three Star
4) Four Star
5) Five Star

25. RRaattiinnggss ooff hhootteell aaccccoommmmooddaattiioonn
• 5 Star
• Exceptional quality with the highest standard of furnishings, flawless service,
meticulous guest care and exemplary provision and presentation of all
aspects of the business.
• 4 Star
• Excellent quality, with the highest standard of furnishings, service and guest
care.
• 3 Star
• Very good quality, with a commendable standard of furnishings, service and
guest care.
• 2 Star
• Good quality, with a comfortable standard of furnishings, service and guest
care.
• 1 Star
• Fair to Good quality, with an acceptable standard of furnishings and
adequate service and guest care.

26. RRaattiinnggss ooff hhootteell aaccccoommmmooddaattiioonn
• Hotel Rate Type: San Francisco Hotels.
Hotel Ratings: AAA Rating: 3 Diamonds;
MOBIL Rating: 2 Star ...

27. HHooww ddooeess iitt rraattee??
• Certain countries rate by governments on
lodging, e.g. Australia, France and Mexico
• Most nations rate by private organisations,
e.g. AAA, Michelin, Mobil Star Service

28. CCaatteeggoorriieess ooff llooccaall hhootteellss
1) Five star Hotels : Grand Hyatt, Meritus
Mandarin, Grand Copthorne Waterfront,
Goodwood Park, JW Mariott etc.
2) Four Star Hotels :- Orchard Parade,
Plaza Parkroyal, Traders Hotel, Carlton
Hotel etc.

29. Categories ooff llooccaall hhootteellss
3) Three Star Hotels :- Albert Court, New
Park, Grand Central, Allson, Hotel Asia,
Oxford, Garden, Hotel Miramar etc.
4) Budget Hotels :- Hotel 81, Fragrance,
Metropolitan YMCA, Cactus, Dickson
Court, Metropole, Royal Peacock etc.

30. SSeeccttoorrss ooff tthhee iinndduussttrryy
• Transportation :- moving people and cargo
through airlines, ferry, cruise ships etc
• Tour operators :- run packaged travel,
independent tour packages with air/ground
and land components

31. Sectors ooff tthhee ttrraavveell iinndduussttrryy
• Air industry :- airlines of all sizes and sorts
and all airlines’ supporting services
companies, for example, security, catering
services.
• International airlines include SQ, QF, CX,
EK and MH etc.

32. Sectors ooff tthhee ttrraavveell iinndduussttrryy
• Travel agencies :- businesses that help
the public with their travel plans and
needs, for example, Chan Brothers,
Sakura Travel, Sunny Holidays, Reliance
Travel etc.

33. SSeeccttoorrss ooff tthhee iinndduussttrryy
• Visitors’ Attractions :- some places have
become icons of the destination, for
example, Eiffel Tower (Paris), Disneyland
(Anaheim, California), Great Wall of China
(Beijiang, China), Harvard University
(Boston, MA)

34. SSeeccttoorrss ooff tthhee iinndduussttrryy
• Theme Parks :- “super” attraction,
businesses feature themed areas(e.g.
Disneyland’s Tomorrowland and
Frontierland sections), Orlando has the
highest concentration of theme parks
anywhere, including four within Walt
Disney World, two at Universal Orlando,
and one at SeaWorld

35. SSeeccttoorrss ooff tthhee iinndduussttrryy
• Car rentals :- different types of cars for
rental at various rental points with
facilities, for example, airports, hotels or
suburban locations, Brand names in the
industry include Avis, Budget, Hertz and
National etc.

36. DDiissttrriibbuuttiioonn cchhaannnneellss
3 key players in distributing tourism and
hospitality products include :-
a) Consumers
b) Suppliers
c) Intermediaries

37. WWhhyy ppeeooppllee ttrraavveell??
Self-motivating factors :- understand other
cultures, beliefs, values, see the world,

38. TThhrreeee ttyyppeess ooff ttrraavveelleerrss
1) Dependables
2) Venturers
3) Centrics

39. TThhrreeee ttyyppeess ooff ttrraavveelllleerrss
1) Dependables :- Prefer predictable
routine lives and avoid unusual things or
challenging situations
2) Venturers :- bolder people, different and
challenging things and love to travel to
unusual, exotic places

40. TThhrreeee ttyyppeess ooff ttrraavveelllleerrss
3) Centrics :- psychological middle ground
between dependables and venturers,
little adventure in their lives but not too
much

41. SSuummmmaarryy
• Singapore’s tourism and hospitality
industry is a major economic contributor to
the economy
• Tourism and hospitality sectors work
closely together to ensure an increase in
its tourism receipts
• Singapore’s government is expected to
introduce casino and Formula One when
possible