This document provides an organizational structure and project plan for the construction of the Oberoi Hotel in Abu Dhabi. It outlines the responsibilities of different project leaders and areas. It also describes the construction methodology and sequencing over time, including plans for the structure, formwork, concrete placement, pre-cast elements, and edge protection. Key milestones include starting piling in August 2008 and completing the project in February 2011.
Intro of doctoral research abac dec19,2010hawaiiscott
The document discusses a study on corporate social responsibility (CSR) initiatives along the hotel supply chain in Thailand. It provides background on Pinnacle Resorts, which has 5 properties in Thailand and is involved in several CSR programs, including a youth leadership development foundation. It notes that international hotel guests at Pinnacle Resorts properties are automatically charged 1 Euro per visit, which goes to the foundation, and over half ask to have the charge removed. The document then discusses measuring the impact of CSR on areas like brand, loyalty, employee recruitment and satisfaction based on prior studies and statistics. It outlines the research methodology which will examine CSR initiatives along the supply chain through supplier focus groups, customer surveys, and manager interviews between 2009-2012.
Scott Michael Smith And The Spirit Of Hospitality Letter, March 27, 2007hawaiiscott
The document promotes hospitality training seminars and programs presented by Scott Michael Smith. It summarizes a few key programs: (1) "The Spirit of Hospitality" program which teaches employees how to provide excellent service to build loyalty; (2) "Going the Extra Mile" front desk training which increases service skills and property efficiency; (3) "Supervisory Skill Builders" which is a modular supervisory skills training series. It concludes by providing contact information for Scott Michael Smith to inquire further about seminar fees and options.
Student handout for an inconvenient truthhawaiiscott
The document provides questions for students to answer before, during, and after watching a movie about global warming. It asks the students about their initial beliefs on global warming, what evidence and effects will be presented in the movie, and what actions can be taken to prevent it. After viewing, it prompts a discussion on the key points of the movie, consequences of global warming, potential prevention methods, and if anyone is to blame.
Describing a skal corporate affiliate is like describing an elephanthawaiiscott
The document discusses expanding SKAL International's corporate membership categories to be more inclusive of the tourism industry. It suggests removing barriers to membership like outdated applications and strictly enforced categories. The author argues that by trying to strictly define qualifications, SKAL risks excluding valuable members and industries. They ask SKAL to consider "Who are we saying NO to?" when evaluating new categories.
Muic destination promotion and planninghawaiiscott
The document discusses various factors to consider when selecting a destination and venue for a MICE event. It outlines 5 key steps: 1) establishing event objectives, 2) developing a selection brief, 3) choosing a destination based on criteria like accommodations and facilities, 4) selecting a venue and 5) evaluating the physical attributes and quality of service of potential venues. Primary factors for destination selection include infrastructure, culture and climate while secondary factors may include tourism supply, trends and security.
The document discusses a class where students are expected to pay attention and not use their phones. It mentions there will be a panel of experts at the end made up of well-behaved students. It stresses the urgency for action on climate change, saying solutions exist but must be implemented through policy and lifestyle changes. It repeats that humans must adapt to the biosphere to avoid extinction, and that transitioning to renewable energy is key to solving the environmental crisis.
The document contains questions about Joie de Vivre (JDV) hotels and their business model. It asks about how JDV hotels cater to customer psychographics, how they create value for customers, how their business model differs from typical hotels, how the Phoenix Hotel stimulates the five senses of guests and generates word-of-mouth advertising, how education is used to connect with guests, and the core values expressed by the Phoenix Hotel and across all JDV properties. The document requires demonstrating an understanding of JDV's hotel operations and business approach.
This document provides an organizational structure and project plan for the construction of the Oberoi Hotel in Abu Dhabi. It outlines the responsibilities of different project leaders and areas. It also describes the construction methodology and sequencing over time, including plans for the structure, formwork, concrete placement, pre-cast elements, and edge protection. Key milestones include starting piling in August 2008 and completing the project in February 2011.
Intro of doctoral research abac dec19,2010hawaiiscott
The document discusses a study on corporate social responsibility (CSR) initiatives along the hotel supply chain in Thailand. It provides background on Pinnacle Resorts, which has 5 properties in Thailand and is involved in several CSR programs, including a youth leadership development foundation. It notes that international hotel guests at Pinnacle Resorts properties are automatically charged 1 Euro per visit, which goes to the foundation, and over half ask to have the charge removed. The document then discusses measuring the impact of CSR on areas like brand, loyalty, employee recruitment and satisfaction based on prior studies and statistics. It outlines the research methodology which will examine CSR initiatives along the supply chain through supplier focus groups, customer surveys, and manager interviews between 2009-2012.
Scott Michael Smith And The Spirit Of Hospitality Letter, March 27, 2007hawaiiscott
The document promotes hospitality training seminars and programs presented by Scott Michael Smith. It summarizes a few key programs: (1) "The Spirit of Hospitality" program which teaches employees how to provide excellent service to build loyalty; (2) "Going the Extra Mile" front desk training which increases service skills and property efficiency; (3) "Supervisory Skill Builders" which is a modular supervisory skills training series. It concludes by providing contact information for Scott Michael Smith to inquire further about seminar fees and options.
Student handout for an inconvenient truthhawaiiscott
The document provides questions for students to answer before, during, and after watching a movie about global warming. It asks the students about their initial beliefs on global warming, what evidence and effects will be presented in the movie, and what actions can be taken to prevent it. After viewing, it prompts a discussion on the key points of the movie, consequences of global warming, potential prevention methods, and if anyone is to blame.
Describing a skal corporate affiliate is like describing an elephanthawaiiscott
The document discusses expanding SKAL International's corporate membership categories to be more inclusive of the tourism industry. It suggests removing barriers to membership like outdated applications and strictly enforced categories. The author argues that by trying to strictly define qualifications, SKAL risks excluding valuable members and industries. They ask SKAL to consider "Who are we saying NO to?" when evaluating new categories.
Muic destination promotion and planninghawaiiscott
The document discusses various factors to consider when selecting a destination and venue for a MICE event. It outlines 5 key steps: 1) establishing event objectives, 2) developing a selection brief, 3) choosing a destination based on criteria like accommodations and facilities, 4) selecting a venue and 5) evaluating the physical attributes and quality of service of potential venues. Primary factors for destination selection include infrastructure, culture and climate while secondary factors may include tourism supply, trends and security.
The document discusses a class where students are expected to pay attention and not use their phones. It mentions there will be a panel of experts at the end made up of well-behaved students. It stresses the urgency for action on climate change, saying solutions exist but must be implemented through policy and lifestyle changes. It repeats that humans must adapt to the biosphere to avoid extinction, and that transitioning to renewable energy is key to solving the environmental crisis.
The document contains questions about Joie de Vivre (JDV) hotels and their business model. It asks about how JDV hotels cater to customer psychographics, how they create value for customers, how their business model differs from typical hotels, how the Phoenix Hotel stimulates the five senses of guests and generates word-of-mouth advertising, how education is used to connect with guests, and the core values expressed by the Phoenix Hotel and across all JDV properties. The document requires demonstrating an understanding of JDV's hotel operations and business approach.
Skål International is the world's largest organization of travel and tourism professionals with 18,000 members in over 450 clubs across 85 countries. The document discusses the expansion of Skål Thailand through the addition of 6 new clubs in major cities and regions. Membership in Skål is open to executives working in the Thai tourism industry and focuses on promoting friendship, peace, solidarity, and common interests in tourism. Benefits of membership include worldwide opportunities, industry contacts and discounts, and access to the Skål database and monthly functions.
The document provides information about Thailand's bid to host the World Expo 2020, with the theme of "Balanced Life, Sustainable Living". It discusses Thailand's objectives in hosting the expo, the symbolic carp mascot representing harmony between humans and nature, and support from the Thai people. Information is also provided on Thailand Convention and Exhibition Bureau reports on topics like sustainability in meetings and events, and the growth of MICE tourism in Thailand. Students are instructed to download and summarize full reports from the TCEB website.
The document provides an overview of corporate social responsibility (CSR) and social initiatives. It discusses defining CSR and the evolving nature of the definition. It outlines the traditional approach of CSR as an obligation versus the new approach of supporting corporate objectives. Benefits of CSR include increased sales, strengthened brand position, and improved ability to attract and retain employees. Challenges include choosing social issues to address and developing and implementing programs. Milton Friedman's view that the only social responsibility of business is to increase profits is also summarized.
This document provides favorite travel quotes from Latitude 34 Travel Blog. The blog is run by Jeff Johns and his girlfriend Marina as a source of travel information for those who love to travel or dream of it. Comments and suggestions about the blog can be emailed to hello@latitudethirtyfour.com.
The document asks the reader to list 5 qualities of a "quality" tourist and provides a quote about respecting local customs when traveling. It then asks 4 questions about a hypothetical one week holiday outside of Asia, asking for a destination, reasons for choosing it, who they would take, and planned activities.
This document summarizes a case study on enhancing tourism sector performance in Laos through human resource development at the destination level. It provides background on tourism in Laos, noting that while visitor arrivals have grown, most visitors are low-spending regional tourists, limiting tourism revenues. The study examines stakeholder roles in destination human resource development and identifies challenges, including a lack of coordination between the public and private sectors and insufficient education and training programs. It recommends actions focused on partnership, quality education and training, service standards, and career development to improve overall destination service quality and shift demand toward more profitable market segments.
This document provides information about tourism in the Greater Mekong Subregion (GMS). It notes that international tourism is a large and growing global industry, and the GMS region aims to compete for more tourists and the economic benefits they bring. Specific initiatives discussed include the Mekong Tourism Office, which was established to coordinate tourism marketing and development projects across the GMS countries. It analyzes strengths, weaknesses, opportunities and threats to tourism in the region. Details are also given about tourism trends and facilities in individual GMS countries such as Laos. The document proposes the "Explore Mekong" branding and marketing campaign to promote the GMS as a tourism destination.
Skal is the world's largest organization for tourism professionals with 23,000 members across 90 countries. Young Skal membership is open to students and junior executives aged 20-30 studying or working in tourism in Thailand. Young Skal's mission is to enroll all tourism training and industry professionals to familiarize them with Skal's values of friendship, peace, solidarity and industry cooperation.
Scott Smith And The Spirit Of Hospitality Brochure, March 27hawaiiscott
The document describes several hospitality training programs and seminars for employees. The Hospitality Skills Training Series prepares employees for specific positions through modules on job knowledge, tasks, and tips. It can be customized and prepares employees for certification exams and skills testing. Supervisory Skill Builders is a nine-workbook modular series tailored for supervisors that covers topics like leadership, staffing, problem-solving, motivation, and communication. The Spirit of Hospitality program shows employees how to provide excellent guest service and handle complaints to increase loyalty and occupancy. It highlights tips for improving service quality and skills for exceeding guest expectations.
Introduction Of Scott Michael Smith The Latesthawaiiscott
Scott Michael Smith received a Bachelor of Science in Hotel and Restaurant Management from the University of Wisconsin-Stout and a Master of Business Administration in Tourism Management from Dalkeith Palace Scotland. He has work experience in tourism in Thailand, Hawaii, Key West, Florida, and Vail, Colorado. Playboy Magazine named the Green Parrot bar as one of the best bars in America, and Scott aims to exceed guest expectations at his Honolulu, Hawaii establishment through fresh ingredients, 5-star service, and local newspaper promotion.
The document discusses Thailand's bid to host the 2020 World Expo, focusing on the theme of "Balanced Life, Sustainable Living" and providing information on objectives, the proposed mascot, social media presence, and the need to gain support from the Thai people for the bid. It also provides resources for students to access reports from the Thailand Convention and Exhibition Bureau on industry topics and guidelines for writing summaries and presentations.
This document provides an overview of the course "ICTM 423 Seminar in Tourism Planning and Promotion". The 3-hour per week course uses lectures, discussions and activities to introduce students to tourism planning and promotion principles. Key topics covered include the exhibition industry, venues, hotels, destination management companies, and event management. Students will complete assignments on case studies, mind maps and an assessment of tourism planning in the Mekong region. The goal is for students to understand the components of the tourism and MICE industries and how to evaluate their operations and strategies.
An Inconvenient Truth For Ethics Seminarhawaiiscott
Al Gore discusses the impacts of global warming in the document. He notes that glaciers are melting and sea levels rising due to increasing temperatures on Earth. Polar bears are also dying because the ice they depend on is melting. Only governments can reduce carbon dioxide emissions to help address global warming. Gore asks for views on these issues and consequences of global warming.
The Nordic countries have a population of around 24 million people who love to travel individually. They have €16 billion to spend on travel each year and 20 weeks of vacation time at their disposal. Over 16 million Nordic travelers are looking for alternative destinations that cater to individual travelers, offer quality and safety, and are available year-round with different climates than their home countries.
The document discusses the concept of the experience economy as presented by Joseph Pine and James Gilmore. Some key points:
- As economies develop, the focus shifts from goods and services to experiences.
- Experiences engage customers on sensory, emotional, cognitive and physical levels beyond simply providing a service.
- Companies are moving beyond simply providing products or services and are instead focusing on designing experiences to engage customers.
- Brands must participate in conversations with customers and help create communities through experiences rather than just broadcasting messages.
This document contains sample dialogues and practice materials for English language lessons for taxi drivers, including:
1) Common greetings and introductions like asking for someone's name.
2) Vocabulary around numbers, times, dates and directions.
3) Sample questions for small talk with passengers around topics like family, location directions, and language practice.
4) Exercises practicing target language functions in pairs and groups.
The document discusses various components of tourism supply and demand in Thailand. It provides statistics on visitor arrivals and tourism revenue in Thailand from 2000-2006. It then outlines targets for international and domestic tourism in 2007-2008, focusing on attracting visitors from Europe, East Asia, and the Middle East. The document also discusses changes in consumer behavior, readiness of Thai tourism products and services, and Thailand's brand image. It proposes themes and products to promote Thailand's tourism appeal.
This document proposes a new cooperative advertising program focused on niche travel interests rather than destinations. It notes benefits like bigger budgets, more exposure, and broader appeal when partners pool resources. The program would target special interests like shopping, culture, wellness rather than just beaches or family travel. Advertisements would feature 4 or fewer partners and use compelling images. Members would get presence in full-page ads, website listings, and other benefits. Participation is simple - complete a form, review advertising offers, and submit payment. Local SKAL clubs could potentially facilitate similar destination-focused co-ops. Feedback on the proposal is welcomed.
A Path to Community Based Tourism, Asian Oasis Mythical Journeys in the Hillt...hawaiiscott
International Rural Tourism Development, An Asia-Pacific Perspective,
United Nations World Tourism Organization, (UNWTO) publication
with information published by the author, Scott Michael Smith, PhD
Skål International is the world's largest organization of travel and tourism professionals with 18,000 members in over 450 clubs across 85 countries. The document discusses the expansion of Skål Thailand through the addition of 6 new clubs in major cities and regions. Membership in Skål is open to executives working in the Thai tourism industry and focuses on promoting friendship, peace, solidarity, and common interests in tourism. Benefits of membership include worldwide opportunities, industry contacts and discounts, and access to the Skål database and monthly functions.
The document provides information about Thailand's bid to host the World Expo 2020, with the theme of "Balanced Life, Sustainable Living". It discusses Thailand's objectives in hosting the expo, the symbolic carp mascot representing harmony between humans and nature, and support from the Thai people. Information is also provided on Thailand Convention and Exhibition Bureau reports on topics like sustainability in meetings and events, and the growth of MICE tourism in Thailand. Students are instructed to download and summarize full reports from the TCEB website.
The document provides an overview of corporate social responsibility (CSR) and social initiatives. It discusses defining CSR and the evolving nature of the definition. It outlines the traditional approach of CSR as an obligation versus the new approach of supporting corporate objectives. Benefits of CSR include increased sales, strengthened brand position, and improved ability to attract and retain employees. Challenges include choosing social issues to address and developing and implementing programs. Milton Friedman's view that the only social responsibility of business is to increase profits is also summarized.
This document provides favorite travel quotes from Latitude 34 Travel Blog. The blog is run by Jeff Johns and his girlfriend Marina as a source of travel information for those who love to travel or dream of it. Comments and suggestions about the blog can be emailed to hello@latitudethirtyfour.com.
The document asks the reader to list 5 qualities of a "quality" tourist and provides a quote about respecting local customs when traveling. It then asks 4 questions about a hypothetical one week holiday outside of Asia, asking for a destination, reasons for choosing it, who they would take, and planned activities.
This document summarizes a case study on enhancing tourism sector performance in Laos through human resource development at the destination level. It provides background on tourism in Laos, noting that while visitor arrivals have grown, most visitors are low-spending regional tourists, limiting tourism revenues. The study examines stakeholder roles in destination human resource development and identifies challenges, including a lack of coordination between the public and private sectors and insufficient education and training programs. It recommends actions focused on partnership, quality education and training, service standards, and career development to improve overall destination service quality and shift demand toward more profitable market segments.
This document provides information about tourism in the Greater Mekong Subregion (GMS). It notes that international tourism is a large and growing global industry, and the GMS region aims to compete for more tourists and the economic benefits they bring. Specific initiatives discussed include the Mekong Tourism Office, which was established to coordinate tourism marketing and development projects across the GMS countries. It analyzes strengths, weaknesses, opportunities and threats to tourism in the region. Details are also given about tourism trends and facilities in individual GMS countries such as Laos. The document proposes the "Explore Mekong" branding and marketing campaign to promote the GMS as a tourism destination.
Skal is the world's largest organization for tourism professionals with 23,000 members across 90 countries. Young Skal membership is open to students and junior executives aged 20-30 studying or working in tourism in Thailand. Young Skal's mission is to enroll all tourism training and industry professionals to familiarize them with Skal's values of friendship, peace, solidarity and industry cooperation.
Scott Smith And The Spirit Of Hospitality Brochure, March 27hawaiiscott
The document describes several hospitality training programs and seminars for employees. The Hospitality Skills Training Series prepares employees for specific positions through modules on job knowledge, tasks, and tips. It can be customized and prepares employees for certification exams and skills testing. Supervisory Skill Builders is a nine-workbook modular series tailored for supervisors that covers topics like leadership, staffing, problem-solving, motivation, and communication. The Spirit of Hospitality program shows employees how to provide excellent guest service and handle complaints to increase loyalty and occupancy. It highlights tips for improving service quality and skills for exceeding guest expectations.
Introduction Of Scott Michael Smith The Latesthawaiiscott
Scott Michael Smith received a Bachelor of Science in Hotel and Restaurant Management from the University of Wisconsin-Stout and a Master of Business Administration in Tourism Management from Dalkeith Palace Scotland. He has work experience in tourism in Thailand, Hawaii, Key West, Florida, and Vail, Colorado. Playboy Magazine named the Green Parrot bar as one of the best bars in America, and Scott aims to exceed guest expectations at his Honolulu, Hawaii establishment through fresh ingredients, 5-star service, and local newspaper promotion.
The document discusses Thailand's bid to host the 2020 World Expo, focusing on the theme of "Balanced Life, Sustainable Living" and providing information on objectives, the proposed mascot, social media presence, and the need to gain support from the Thai people for the bid. It also provides resources for students to access reports from the Thailand Convention and Exhibition Bureau on industry topics and guidelines for writing summaries and presentations.
This document provides an overview of the course "ICTM 423 Seminar in Tourism Planning and Promotion". The 3-hour per week course uses lectures, discussions and activities to introduce students to tourism planning and promotion principles. Key topics covered include the exhibition industry, venues, hotels, destination management companies, and event management. Students will complete assignments on case studies, mind maps and an assessment of tourism planning in the Mekong region. The goal is for students to understand the components of the tourism and MICE industries and how to evaluate their operations and strategies.
An Inconvenient Truth For Ethics Seminarhawaiiscott
Al Gore discusses the impacts of global warming in the document. He notes that glaciers are melting and sea levels rising due to increasing temperatures on Earth. Polar bears are also dying because the ice they depend on is melting. Only governments can reduce carbon dioxide emissions to help address global warming. Gore asks for views on these issues and consequences of global warming.
The Nordic countries have a population of around 24 million people who love to travel individually. They have €16 billion to spend on travel each year and 20 weeks of vacation time at their disposal. Over 16 million Nordic travelers are looking for alternative destinations that cater to individual travelers, offer quality and safety, and are available year-round with different climates than their home countries.
The document discusses the concept of the experience economy as presented by Joseph Pine and James Gilmore. Some key points:
- As economies develop, the focus shifts from goods and services to experiences.
- Experiences engage customers on sensory, emotional, cognitive and physical levels beyond simply providing a service.
- Companies are moving beyond simply providing products or services and are instead focusing on designing experiences to engage customers.
- Brands must participate in conversations with customers and help create communities through experiences rather than just broadcasting messages.
This document contains sample dialogues and practice materials for English language lessons for taxi drivers, including:
1) Common greetings and introductions like asking for someone's name.
2) Vocabulary around numbers, times, dates and directions.
3) Sample questions for small talk with passengers around topics like family, location directions, and language practice.
4) Exercises practicing target language functions in pairs and groups.
The document discusses various components of tourism supply and demand in Thailand. It provides statistics on visitor arrivals and tourism revenue in Thailand from 2000-2006. It then outlines targets for international and domestic tourism in 2007-2008, focusing on attracting visitors from Europe, East Asia, and the Middle East. The document also discusses changes in consumer behavior, readiness of Thai tourism products and services, and Thailand's brand image. It proposes themes and products to promote Thailand's tourism appeal.
This document proposes a new cooperative advertising program focused on niche travel interests rather than destinations. It notes benefits like bigger budgets, more exposure, and broader appeal when partners pool resources. The program would target special interests like shopping, culture, wellness rather than just beaches or family travel. Advertisements would feature 4 or fewer partners and use compelling images. Members would get presence in full-page ads, website listings, and other benefits. Participation is simple - complete a form, review advertising offers, and submit payment. Local SKAL clubs could potentially facilitate similar destination-focused co-ops. Feedback on the proposal is welcomed.
A Path to Community Based Tourism, Asian Oasis Mythical Journeys in the Hillt...hawaiiscott
International Rural Tourism Development, An Asia-Pacific Perspective,
United Nations World Tourism Organization, (UNWTO) publication
with information published by the author, Scott Michael Smith, PhD
Skål International is the world's largest organization of travel and tourism professionals with 18,000 members in over 450 clubs across 85 countries. Young Skål is open to students and young professionals aged 18-25 working or studying in tourism. Membership provides networking opportunities, discounts, access to jobs/internships, and invitations to industry events globally to foster friendship, peace and solidarity in tourism.
Young skal 20 by 2020 members doc.revised.sept 25,2013hawaiiscott
The document discusses various suggestions for engaging young professionals in Skål International. It outlines 15 potential initiatives for consideration at an upcoming plenary session, including: revising membership criteria and applications; coordinating social media and websites; offering discounts on Skål events for students; organizing young Skål-oriented events and outings; developing recruitment programs, internships, and mentorships; utilizing social media platforms and websites; and requesting a budget for young Skål development. The overarching goal is to involve the next generation of tourism professionals and work towards having 20% of Skål membership consist of young Skål members by 2020.
The document announces the 2014 ISC Midyear Meeting to be held in Thailand. It highlights some of Thailand's attractions like breathtaking views, accessibility through major airlines, and culture. It also notes Thailand's cuisine and convenience. The meeting will include bids from various Thai cities and destinations like Chiang Mai, Bangkok hotels, and beach resorts in Hua Hin and Ko Samui, with various hotels prepared to serve attendees.
Young skal isc presentation 20 by 2020.revised sept 25,2013hawaiiscott
The document discusses strategies to increase membership in Young Skal, which represents students and young professionals in the tourism industry. It notes that currently Young Skal members only represent 3.1% of total Skal membership. Several strategies are proposed to address this, including revising membership criteria to attract more students and young professionals, updating the application process, coordinating social media and website campaigns, developing recruitment and academic toolkits, organizing Young Skal congresses, and providing mentorship programs and professional development opportunities for Young Skal members. The overall goal is to engage more young people in Skal and ensure their continued participation as they advance in their careers in the tourism industry.
Muic lecture. experience economy with chip conleyhawaiiscott
The document discusses the experience economy and how experiences have become a new form of economic value. It covers topics like the progression from goods to services to experiences, meaningful experiences, experiences in society and companies' role in providing experiences. Key points are made about how experiences satisfy people on emotional, intellectual or spiritual levels and have become a way for brands to differentiate themselves beyond just products.
This document provides instructions for an assignment asking students to submit an essay envisioning innovations in the meetings industry over the next 10 years or providing case studies of current innovations. Students can receive up to 10 points for their submission and globally two winners will have their work published and be invited to an industry event. Essays must be between 750-1500 words and include a 50 word summary, description of the issue, detailed description of ideas or innovations, expected results and benefits, and references. Submissions must follow the specified format and include contact information on the front page.
The document discusses branding and marketing strategies for tourism in the Greater Mekong Subregion, including developing an "Explore Mekong" branding and marketing campaign to promote 13 priority tourism areas through websites, contests, events, and advertising. It also addresses issues and trends in tourism, the role of public-private partnerships, and provides sample activities and presentations for incentive trips in the region.
1) Thailand chose a logo representing a modified carp fish design to promote its bid to host the 2020 World Expo in Ayutthaya, symbolizing balanced and sustainable living.
2) The carp fish is the emblem of Ayutthaya province and represents the historical trading region's balance between modern/traditional, environment, and culture.
3) The swimming direction of the carp fish points toward Asia and Thailand, signifying Ayutthaya's potential as a hospitable host for the 2020 Expo.
This article discusses the development of a tourism brand for the Greater Mekong Subregion (GMS) by the Mekong Tourism Office (MTO). The branding exercise occurred in five phases:
1. Developing identity themes and core messages for the brand.
2. Conducting an online survey to get feedback on initial logo and slogan options.
3. Administering a second survey at a tourism industry event to refine the options.
4. Finalizing the logo and adopting it along with a slogan.
5. Later modifying the slogan to be more descriptive based on feedback.
The branding effort was part of a larger tourism marketing plan for the subregion coordinated by the
The song reflects on Christmas and the new year, hoping it is peaceful for all people regardless of differences. It notes another year has passed and a new one has begun, wishing everyone a merry Christmas and happy new year without fear. The document concludes by wishing everyone happiness, health, friendship and long life in the new year.
This document provides an overview and key points from chapters in the book "The Experience Economy" by B. Joseph Pine II and James H. Gilmore. It discusses how the economic value of goods and services has progressed from commodities to experiences. Companies are now in the experience business of designing memorable events for customers. Meaningful experiences engage all 5 senses and have certain characteristics. Companies can create experiences by focusing on personal and cultural context, trends in human development, and designing services differently than traditional products. Examples of experience-based businesses in Thailand are also provided.
27. Quiz the staff... If they can’t tell you the answer in Thai, they sure can’t tell you in English.
28. Check List 1.Have a DETAILED menu or services list for staff 2. Have a list of the possible questions/answers about EACHproduct 3. Practice, Practice, Practice
31. What should I focus on? Up-Selling Food and Beverage Up-selling Front office
32. Share your thoughts Two Questions 1.How can I help you help them? Please be specific. 2. What ideas do you have for Banyan team training and HR development?
34. Two teamsF/O F&B Customers: KhunRong, KhunNid, KhunKoi Team-members: Khun Nicole, KhunChana Customers: Khun Wee, Khun Ton, Khun Ma Team-members: KhunPim, KhunSamran
35. Role Play Rules Customers must ask 2 questions about the menu/property Team members need to make different suggestions to each customer You must Up-sell to every customer!
36. How long should a customer wait before they get their order taken? Before they receive their drinks? Before the receive their food?
37.
38.
39. Check List 1.Have a DETAILED menu or services list for staff 2. Have a list of the possible questions/answers about EACHproduct 3. Practice, Practice, Practice
42. What should I focus on? Up-Selling Food and Beverage Up-selling Front office
43. Share your thoughts Two Questions 1.How can I help you help them? Please be specific. 2. What ideas do you have for Banyan team training and HR development?
82. Role Play Rules Customers must ask 2 questions about the menu/property Team members need to make different suggestions to each customer You must Up-sell to every customer!
83.
84. Upselling for Front Office Presented by Aj Scott April 21,2011
97. What are guest expectations (6) and how do we satisfy them?ลูกค้าคาดหวังอะไรจากเรา ???และเราจะทำให้ลูกค้าพอใจใด้อย่างไร?
98. Display the ‘Spirit of Hospitality’ which is an attitude or commitment to provide the best service possible to guests การแสดงออกของจิตรสำนึกในการต้อนรับเป็นทัศนะคติและพันธะที่ เรามอบการบริการที่ดีที่สุดให้กับลูกค้าของเรา
107. Courtesyอัธยาศัย Give guests and co-workers full, uninterrupted attention ให้ความสนใจอย่างแน่วแน่ต่อลูกค้าและเพื่อนร่วมงาน Treat guests and co-workers respectfully บริการลูกค้าและเพื่อนร่วมงานด้วยความเคารพและให้เกียร์ติ Call guest and co-workers by name เรียกชื่อลูกค้าและเพื่อนร่วมงานทุกครั้ง
110. Empathy Imagine how guests and co-workers see the situation ลองคิดล่วงหน้าว่าแขกและเพื่อนเราจะมองสถานการณ์อย่างไร Demonstrate Sensitivity to guests’ and coworkers’ feelings จงแสดงความรู้สึกหรือมีอารมณ์ร่วมกับแขกและเพื่อน
113. Responsivenessความรับผิดชอบ Wherever possible, take responsibility and act to satisfy guest and coworkers’ expectations yourself, rather than refer to management เมื่อมีโอกาศ จงยินดีรับความรับผิดชอบและปฏิบัติให้แขกพอใจด้วยตนเอง โดยไม่ต้องให้ถึงผู้จัดการ Ask if the person is satisfied with the solution ไต่ถามแขก ถึงความพอใจในสิ่งที่เราใด้แก้ไขไป
114. What words do you use when talking about Responsiveness?
115. ความยืดหยุ่นFlexibility ปฏิบัติกับแขกและเพื่อนร่วมงานแต่ละคนต่างกัน(Treat each guest and co-worker as an individual)
116. Flexibilityความ ยืดหยุด Treat each guest and co-worker as an individual ปฏิบัติต่อแขกและเพื่อนแต่ละคนต่างกัน Offer creative solutions to guests and co-workers needs เสนอแนวทางแก้ไขปัญหาเชิงสร้างสรรค์ตามที่แขกและเพื่อนต้องการ
117. What words do you use when talking about Flexibility?
133. The Spirit of HospitalityPart 2Delivering Quality Service
134. Delivering Quality Guest Serviceการมอบงานบริการที่เปี่ยมคุณภาพให้แขก There are five steps that will help you deliver quality guest service to guests and co-workers; บันได 5 ขั้นที่จะช่วยให้คุณมอบงานบริการที่เยี่ยมด้วยคุณภาพให้แขกและเพื่อน
135. Read the person by paying attention to what is said and how it is said. อ่านแขกให้ออกด้วยการใส่ใจและตั้งใจฟังว่าแขกพูดว่าอะไรและพูดอย่างไร 2. Determine what the person needs. ตัดสินใจให้ออก ว่าแขกต้องการอะไรแน่ 3.Work together to find a solution. ร่วมมือกันหาวิธีการให้บริการที่เหมาะสม 4. Deliver the service.ลงมือการให้บริการทันที 5. Follow up to make sure the person is satisfied ติดตามผลให้แน่ใจว่าแขกพอใจหรือไม่
137. All good service starts with understanding what your guests want and expect การให้การบริการที่ดีนั้น จะต้องเริ่ม จากการมีความเข้าใจอย่างถ่องแท้ ต่อสิ่งที่ลูกค้าต้องการ และคาดหวัง
138. A few more pointsข้อแนะนำ The easiest and most effective way to find out what a guest wants???? ASK! Get the guest talking, ask questions วิธีที่ง่ายที่สุดและใด้ผลที่สุดเมื่อต้องการทราบว่าแขกต้องการอะไร?คือ****ถาม**** ชวนแขกสนทนาและไต่ถาม
139. Additional Pointsข้อเพิ่มเติม Every guest has different expectations of what excellent service is, and each employee has a unique opportunity to anticipate and meet those expectations ลูกค้าแต่ละคนต่างคาดหวังจะใด้รับการบริการที่เยี่ยมยอดไม่เหมือนกันดังนั้น พนักงานแต่ละคนจะใด้รับโอกาศเฉพาะตนในการให้ บริการที่เยี่ยมยอดให้ใด้ตามที่ลูกค้ามุ่งหวังไว้.
140. Fill guests request immediately, or when they want something done.สนองตอบคำร้องขอจากแขกทันที และเมื่อใดก็ตามที่แขกขอ Make guests feel as if they are your priority ทำให้แขกมีความรู้สึกว่า เขาเป็นอันดับแรกที่เราให้บริการ
141. Determining Guest Needs Anticipate and list the potential needs from the groups below: Families with small children Honeymooning couple Guest with disabilities Seniors Women traveling alone
142. Activity 2 Student A is a supervisor and Student B is a front office personnel. The supervisor is giving out daily work instructions before being on duty. Notice the front office personnel appropriate body language to indicate his or her understanding. Then mark on the checklist .
143. Activity 2 Checklist Stand straight but not stiff b) Balance your weight evenly on both feet c) Your facial expression must match your message
144. 3 Ask questions to confirm understanding Questioning is very important. Confusion can also occur when it isn’t clear what you are asking: whether you are asking for more information or just checking that you’ve understood what was said.
145. Ways to ask questions to confirm understanding include ‘open ended’ questions such as:
150. 4 ขั้นตอนในการแก้ไขปัญหาการ้องเรียนของลูกค้าFour steps to effectively handle guest complaints รับฟังปัญหา(Listen to the problem) กล่าวขอโทษ(Apologize)ความเห็นใจEmpathy แก้ไขปัญหา(Fix the problem) ติดตามผล(Follow up)
151. Role Play Activity Handling Complaints What are the top 5 complaints from your customers? What are the top 5 complaints from your boss?
152. Activity It’s all about Teamwork and Empathy Which department/co-worker should be contacted when… A guest complains that although he used the “Do Not Disturb’ sign, a room attendant knocked on the door and woke him up A guest complain that cable is out on the TV and he’s missing the World Cup match. The guest complains that their room smells like smoke A meeting planner complains the Air Conditioning in the meeting room is broken How would you show Empathy? Who follows up?
153.
154. Connect all 9 Dots using only 4 straight lines without lifting the “pencil”
155. Connect all 9 Dots using only 4 straight lines without lifting the “pencil” 4 3 1 2 The key comes in realizing that you don’t have to stay “inside the box”
156. “ I have a dream …..” T E A M ogether ach chieves ore Nobody is perfect, but a team can be !
157. “ I have a dream …..” Uplift : By flying “ V ” formation the flock adds 71 % to the (each on it’s own) flying range
159. Since service is not something guests can return or exchange, their only option is to complain เพราะงานบริการมิใช่สิ่งของที่แขกจะสามารถคืน หรือเปลี่ยนใหม่ใด้ ดังนั้นวิธีเดียวที่แขกของเราจะทำใด้ คือ คำบ่น และ ร้องทุกข์
161. Additional Pointsข้อแนะนำ Guests want a total quality experience, not isolated pockets of excellence. Work together as a team to resolve guest problems and deliver the best service possible ลูกค้าต้องการงานบริการที่ชำนาญด้วยคุณภาพทั้งหมด มิใช่เพียงส่วนใดส่วนหนึ่ง ดังนั้นต้องร่วมมือกัน ช่วยแก้ไขปัญหา เพื่อมอบการบริการที่ดีที่สุดให้ลูกค้าของเรา
162. Yes We Can! The answer is YES! What’s the question?
