This document discusses several topics related to developing and updating knowledge of the tourism industry. It identifies four main types of tourists - business, leisure, religious, and sporting - and notes that tourism businesses need to understand the characteristics and needs of each market segment. It also discusses obtaining both formal and informal feedback from customers, the relationship between tourism and other local industries, career opportunities in the tourism sector, and how technology is enhancing the tourism industry.
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Property of Richard Innes, Brain Trust Marketing
How to Take Advantage of the Chinese Tourist Boom? Catering to the needs of increasing Chinese tourists to Italy from year 2013 and beyond. Presentation by ThinkWideMarketing company. Website: www.thinkwidemkt.com
Launched early in 2017, the Growing Our Markets (GOM) project is an 18-month national program. Phase One was designed to establish Destination Garden Networks (DGN) in 10 communities across the country. It presented an opportunity for individual garden organizations and venues to continue do what they do well, then leverage and enhance that by working together with like- minded organizations. The initiative provided tools to enhance the appeal and sustainability of GOM participants through development of community-based garden experiences along with local, provincial, and national marketing synergies.
Phase Two of the program in the Fall 2017, focuses on helping garden organizations and venues develop new or enhanced garden experiences that have appeal to the tourist or visitor market. This phase also incorporates training on how to reach/attract appropriate visitor markets to grow tourism revenues at individual gardens and the within the community.
Property of Richard Innes, Brain Trust Marketing
How to Take Advantage of the Chinese Tourist Boom? Catering to the needs of increasing Chinese tourists to Italy from year 2013 and beyond. Presentation by ThinkWideMarketing company. Website: www.thinkwidemkt.com
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Wine Tourism - From Products to Experiences by Stefano Soglia Faye Cardwell
Stefano Soglia's presentation used during the #WBIS conference held in Brussels on 19th Jan 2013. What are the benefits - and risks of wine tourism and how can wineries develop their activities? For further information info@stefanosoglia.it
Expectations about oenotourism from 88 professionals of wine and tourism trad...Rogerio Ruschel
A survey with readers and friends of the blog In Vino Viajas (http://invinoviajas.blogspot.com.br ) made especially to the International Wine Tourism Congress- Europe, 2 - 4 July, 2015 - Viana do Castelo, Portugal – Prepared and presented by Rogerio R. Ruschel, Editor - São Paulo, Brazil
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We also looked at how wineries use Social Media and Online Technology in the 21st century.
What are the differences between the Old World and the New World? How can wineries use Wine Tourism & Social Media to increase direct to consumer sales?
Stretching your Destination Marketing Dollars with InfluencersCooperatize
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Update tourism industry knowledge. part 2
1. DEVELOP & UPDATE TOURISM
INDUSTRY KNOWLEDGE
DEDY WIJAYANTO
Part 2
DEDY WIJAYANTO 1
2. Types of market segments
Types of tourists:
• Business
• Leisure
• Religious
• Sporting.
What are the characteristics and needs
for each of these market segments?
DEDY WIJAYANTO 2
3. Finding information on
market segments
Formal feedback:
• Customer comment cards
• General Manager cocktail
parties
• Interviews and follow up calls
• Meetings
• Performance reviews.DEDY WIJAYANTO 3
5. Informal feedback
This information may come in the form of ‘gossip’
or ‘through the grapevine’, however is the provider
of the largest amount of feedback.
This includes:
• General discussion
• Observations.
DEDY WIJAYANTO 5
6. Relationship between tourism and other
industries
• Many customers are new to a region
or destination and will often call upon
your advise and expertise in
recommending a range of additional
activities and services during their
visit.
DEDY WIJAYANTO 6
7. Types of businesses
Some of these businesses may include:
• Local attractions
• Shopping and retail areas
• Events and festivals
• Eateries
• Supermarkets
• Local transport
• Activities
• Places of worship.
DEDY WIJAYANTO 7
8. Information regarding businesses
It is important that staff have a detailed
understanding of these businesses
including important facts relating to:
• Summary information about the business
• Opening and closing times
• Key features and benefits
• Costs.
DEDY WIJAYANTO 8
9. Types of business
relationships
• Using local suppliers
• Increase local recruitment, training
and progression of staff
• Strategic business partnerships
• Support local businesses.
DEDY WIJAYANTO 9
10. Issues to monitor
You should seek to identify a wide range of issues
such as:
• Changing and emerging trends
• New techniques and workplace practices
• New equipment and technology
• Initiatives relating to advertising,
marketing and promotion
• Market research information.DEDY WIJAYANTO 10
11. Issues to monitor
• Trends and selling prices of the products and
services being offered by both your business
and elsewhere throughout the industry
• Activities the opposition is undertaking to attract
customers or to meet competition in the market
place.
DEDY WIJAYANTO 11
12. • Accommodation
• Attractions and theme parks
• Tour operators
• Inbound tour wholesaler
• Outbound tour wholesaler
• Retail travel agents
• Information services
• Meetings and events
• Corporate agents
• Airlines.
DEDY WIJAYANTO 12
13. Accommodation
This sector includes but not limited to:
• Hotels and motels
• Guest houses, and bed and breakfasts
• Caravan parks and camping grounds
• Resorts
• Time share properties
• Apartments, villas and cottages
• Conference and exhibition centres.
DEDY WIJAYANTO 13
14. Attractions and theme parks
This sector includes but not limited to:
• Museums and galleries
• National parks, wildlife parks and gardens
• Theme parks
• Heritage sites and centres
• Sport or activity centres
• Aquariums and zoos.
DEDY WIJAYANTO 14
15. Tour operators:
• A tour operator typically organises sightseeing
tours and accommodation in a particular
destination or region.
Inbound tour wholesaler:
• An inbound tour wholesaler packages products
to form a trip for an overseas market
travelling to your country.
DEDY WIJAYANTO 15
16. Outbound tour wholesaler:
• An outbound tour wholesaler negotiates product
from International Suppliers for clients in your
country travelling to an international destination.
Retail travel agents:
• A retail travel agent is the go-between
between the client and the wholesaler.
DEDY WIJAYANTO 16
17. Outbound tour wholesaler:
• An outbound tour wholesaler negotiates
product from International Suppliers for
clients in your country travelling to an
international destination.
Retail travel agents:
• A retail travel agent is the go-between
between the client and the wholesaler.
DEDY WIJAYANTO 17
18. Local, regional and national information services:
• These information services exist to assist the public
and travel agents in obtaining knowledge and
information on a particular region from the experts.
Meetings and events:
• These companies organise meetings,
conferences and major events by
booking flights, accommodation,
tours and the meeting facilities.
DEDY WIJAYANTO 18
19. DEDY WIJAYANTO 19
Corporate agents:
This sector tenders for travel
accounts from large, medium and
small sized businesses.
Airlines:
Airlines own the planes and sell seats
to all sectors in the travel industry.
21. Major tourism industry bodies
• A range of industry specific bodies have been
established to cater to the needs of industry.
• What tourism industry bodies do you know of?
DEDY WIJAYANTO 21
22. Major tourism industry bodies
There goal is to ensure the tourism industry:
• Provides a safe and secure offering to its customers
• Is regulated and operates in a legal and compliant
manner
• Provides quality products and services to its
customers
• Employs staff who have the necessary
knowledge, skill relevant to the current
industry needs and expectations.
DEDY WIJAYANTO 22
23. Ministries of Tourism
The Ministry may co-ordinate special initiatives including:
• Selecting and managing heritage sites
• Dedication and allocation of government funding to tourism
initiatives
• Providing information on news laws and regulations
• Establishing service excellence awards
• Publishing and managing tenders for
tourism projects.
DEDY WIJAYANTO 23
24. Tourism Boards
The primary task of tourism boards is to
coordinate the efforts of hotels, airlines and travel
agents to develop the fledging tourism industry of
the country.
Industry Authorities
Authorities are established, either by a
government or working closely with
government to provide services relating to
the tourism industry.
DEDY WIJAYANTO 24
25. Industry Associations
These bodies provide businesses with a variety of
services which can include:
• Representing the industry
• Legal advice
• Training
• Industry standards and benchmarks
• Cost savings.
DEDY WIJAYANTO 25
26. Industry Unions
In the same way that industry associations represent the
interests of business, the unions represent the interests of
employees.
DEDY WIJAYANTO 26
28. Special features of local tourism
industry
Businesses must use the strengths of each
other to:
• Ensure a better experience for customers
• Improve relationships and profitability of
local businesses
• Create ‘win-win’ scenarios.
DEDY WIJAYANTO 28
29. Integration of tourism businesses
Encourage tourist revenue in the community
Many customers are seeking to maximise any travel by
‘experiencing’ what the local area has to offer.
‘Experiencing’ could mean:
• Partaking in activities
• Visiting local attractions
• Buying local produce
• Eating in local restaurants.
DEDY WIJAYANTO 29
30. Build relationships with local tourist
businesses
Build relationships with local tourist businesses
As a starting point you may want to build suitable
partnerships with:
• Tourist Information Centre
• Eateries
• Retail outlets
• Local arts and crafts
• Tourist attractions
• Tourist events
DEDY WIJAYANTO 30
31. Environmental issues
The role of tourism has always been to
promote tourists to visit attractions, many of
which are natural.
It is also important that any impact of
conducting tourism activities in an area, leave
the smallest environmental footprint.
DEDY WIJAYANTO 31
32. ‘Sustainable tourism’ is based on the principles of
sustainable development.
It is based on ‘minimising adverse impacts on
local communities, heritage, landscapes, water
resources, habitats and species while supporting
social and economic development.
DEDY WIJAYANTO 32
33. Sustainable tourism issues:
• Sustainable development
• Protection or natural and man-made resources
from inappropriate and insensitive development,
poor planning and lack of zone management
• Maintaining the cultural, social aspects and
historical character of the community
• Managing the implications of climate change
• Ensuring sustainable, co-ordinated
management and development of resources.
DEDY WIJAYANTO 33
34. Sustainable tourism issues:
• Managing threats to biodiversity and natural
resources
• Managing the increased generation of waste
• Dealing with growing energy consumption and
rising greenhouse gas emissions
• Decreasing the environmental impact of tourism
travel
• Minimising the environmental impact
of tourism related development.
DEDY WIJAYANTO 34
35. Sustainable tourism issues:
• Improving energy efficiency, waste management
and water conservation and
• Dealing with traffic congestion and damage to
roads and other infrastructure
• Resources conservation
• Recycling.
DEDY WIJAYANTO 35
36. Career opportunities
Tourism is a very diverse industry with endless career
opportunities, whether directly employed in the
industry or in a business that supports or benefits
from tourism.
The industry provides great opportunities to work in
exciting positions, throughout the region, county and
internationally.
DEDY WIJAYANTO 36
37. Seeking a career in the tourism industry:
• Understand the industry
• Understand the roles in the industry
• Education
• Develop a resume
• Look at recruitment vacancies
• Familiarise yourself with businesses
• Make yourself known.
DEDY WIJAYANTO 37
38. Seeking to improve your chances of promotion:
• Talking with management and Human Resources to identify:
– Required knowledge, skills, education or experience
– Further training opportunities are present
– Likely vacancies
– The job roles and duties of
higher positions.
DEDY WIJAYANTO 38
39. Seeking to improve your chances of promotion:
• Express your desire for progression:
– Unless your manager knows you want to move to a higher
position, you may be overlooked
– Be pro-active and plant the seed in the mind of
management
– Ask your manager for additional responsibilities or tasks
to improve your skill set to demonstrate your motivation
towards promotion.
DEDY WIJAYANTO 39
40. Work organisation & time
management
As a staff member, it is important that you are able to
complete the tasks that are assigned to you.
You are part of a bigger picture and what you do or not do,
greatly affects other operations of a tourism business and
more importantly the customer.
DEDY WIJAYANTO 40
41. Work organisation
All staff members must know:
• What is happening in the organisation
• What you need to achieve
• Achieve your tasks in a timely manner.
DEDY WIJAYANTO 41
42. Organisational activities:
• Special events
• Weather
• VIP and customer activities
• Emergencies
• Legal requirements
• Local attractions, festivals and events
DEDY WIJAYANTO 42
46. Time management
• What is time management?
• How do we use it?
Wikipedia defines time management as:
‘the act or process of planning and exercising
conscious control over the amount of time
spent on specific activities, especially to
increase efficiency or productivity’
DEDY WIJAYANTO 46
47. Common recommendations include:
• Preparing a list of all activities to be performed
• Identifying tasks by ‘1,2,3’ or ‘a,b,c’ to indicate their
importance
• Prioritising and completing important tasks first
• Breaking time into small management chunks
• Use of a timer when completing activities
• Identifying and reducing time wasters
• Having the ability to say no to
people or tasks that are not a priority.
DEDY WIJAYANTO 47
48. Quality assurance
• What is quality?
• How it can be measured?
Definition of quality can be described as a perception of
value from the point of view of the customer.
DEDY WIJAYANTO 48
49. Quality assurance steps
• Identify quality requirements and expectations
• Decide the product (tangible and intangible) that will
meet and exceed expectations
• Establish standards of performance
• Control the delivery to meet customer expectations
• Implement a ‘Quality Control System’
• Evaluating the quality of service provision
• Comparison of performance against expectations
• Investigation, recommendations and adjustments of
products and services provided.
DEDY WIJAYANTO 49
50. Tourism industry technology
• The travel & tourism industry is all about connections
• Connecting people, places and cultures
• Using new technologies, social media, and social
networks can help to foster the connections that we
share.
DEDY WIJAYANTO 50
51. • Technology greatly impacts on all aspects of
operations
• The improvements in technology have been
immensely beneficial for the industry
• It has made the world a smaller place and made
it easier for businesses to get in touch with
customers.
DEDY WIJAYANTO 51
52. The main ways technology can enhance the tourism
industry are:
• Streamline and speed up access and delivery of tourism
services
• Improve management and profitability of tourism
operations
• Enhance marketing of the industry as a whole and the
businesses within it
• Improve the relationships between tourism businesses
and its customers.
DEDY WIJAYANTO 52
53. Emerging technological trends:
• Standardized set of XML messages for the distribution of
tour and activity data
• Short-term, purely spontaneous travel specials
• Dedicated travel apps
• Sharing of traveller’s personal
information to simplify bookings.
DEDY WIJAYANTO 53
54. Emerging technological trends:
• Advanced travel search engines
• Travellers to find activities and local
content in a mobile optimized environment
• Small business owners to access the
business travel market
• Hotels and resorts to communicate with guest through on
property mobile before, during, and after their visit to the
property.
DEDY WIJAYANTO 54
55. Emerging technological trends:
• Hotels manage their online reputation and social media
• Friends to collaborate and plan trips together
• Travellers research and decide where to go, where to stay and
what to do.
DEDY WIJAYANTO 55
Many customers are new to a region or destination and will often call upon your advise and expertise in recommending a range of additional activities and services during their visit.