Understanding Travel and Tourism Organizations
Understanding Travel and Tourism Organisations
Onderdelen in deze les
Understanding Travel and Tourism Organisations
Learning Objectives
At the end of the lesson
•Definition: Businesses or entities that provide travel-related services
•Three main sectors: Public, Private, and Voluntary
•Importance of understanding organisational structure and policies
•Provide a comprehensive view of the chosen organisation
•Key elements to consider:
Company history
Mission statement
Target market
Unique selling points (USPs)
Sectors in Travel and Tourism
•Public Sector:
Government-owned or controlled
Example: National tourism boards
•Private Sector:
Privately owned businesses
Example: Hotels, airlines, travel agencies
•Voluntary Sector:
Non-profit organisations
Example: Conservation groups, heritage sites
Vision and Values
•Vision: Long-term aspirations and goals of the organisation
•Values: Guiding principles that shape company culture and decision-making
•Importance:
Provides direction for the organisation
Influences employee behaviour and customer perception
Organisational Structure
•Hierarchy of roles and responsibilities
•Common departments:
•Management
•Operations
•Marketing
•Human Resources
•Finance
•Decision-making processes: Top-down, bottom-up, or collaboration
Staff Roles and Responsibilities
Key positions in travel and tourism:
•Travel agents
•Tour guides
•Hotel managers
•Customer service representatives
•Importance of clear job descriptions and training
Links with Other Organisations
•Partnerships and collaborations
•Supply chain relationships
•Industry associations and memberships
•Benefits: Expanded services, cost reduction, knowledge sharing
Main Activities
Daily operations:
•Customer interactions
•Booking and reservations
•Itinerary planning
•Problem-solving and conflict resolution
•Seasonal activities and promotions
Policies and Procedures: Security
•Physical security measures
•Cybersecurity protocols
•Emergency response plans
•Staff training on security procedures
Policies and Procedures: Data Protection
•Compliance with data protection laws (e.g., GDPR)
•Secure handling of customer information
•Privacy policies and consent management
•Data breach response procedures
Policies and Procedures: Health and Safety
•Risk assessments
•Safety guidelines for staff and customers
•First aid and emergency procedures
•Regular safety audits and inspections
Policies and Procedures: Customer Service, Equality, and Diversity
•Customer service standards and training
•Complaint handling procedures
•Equal opportunities policies
•Diversity and inclusion initiatives
•Accessibility considerations for all customers
Code of Conduct and Information Sources
Employee code of conduct:
•Professional behaviour
•Ethical standards
•Conflict of interest policies
•Importance of referencing information sources:
•Company documents
•Industry reports
•Government publications
•Academic research
Write down 3 things you learned in this lesson.
Write down 2 things you want to know more about.
