1© 2009 by Nelson Education Limited.

2© 2009 by Nelson Education Ltd. The Tourism Industry Chapter 1

© 2009 by Nelson Education Ltd.3 Objectives  Discuss the importance of the tourism industry to Canada and globally.  Identify factors that influence the growth of the tourism industry.  Explain the tourism industry’s impact on economics and culture

© 2009 by Nelson Education Ltd.4 Objectives  Discuss leisure as a concept that affects the tourism industry.  Describe the building blocks of services.  Discuss how geography influences the tourism industry.  Name areas of knowledge that are important to the tourism professional.

© 2009 by Nelson Education Ltd.5 A Definition of Tourism  Traveller – a person on a trip anywhere  Visitors – same day or tourist (overnight stay)  Domestic travel – within 80 km of home for any purpose  Domestic tourism – more than 80 km of home (not for remuneration)

© 2009 by Nelson Education Ltd.6 The Forms of Tourism  Domestic  Inbound  Outbound  Internal  National  International

© 2009 by Nelson Education Ltd.7 Reasons for the Growth of Travel  Political Stability  Economic Prosperity  Technological Improvements  Increase in Leisure Time  More Senior Citizens  More Two-income Families

© 2009 by Nelson Education Ltd.8 Growth of Travel Impacts  Economic Impact –Employment, corporate profits, tax revenue, and revival of depressed areas  Cultural Impact –Eases tensions and promotes understanding  Environmental Impact –Fosters values that support natural, social, and built environments  Employment Impact –Employment, human resource development and employee retention

© 2009 by Nelson Education Ltd.9 The Eight Sectors  Transportation  Accommodation  Food and Beverage  Meetings, Events, and Conferences  Attractions  Adventure tourism and Recreation, and Ecotourism  Travel Trade  Tourism Services

© 2009 by Nelson Education Ltd.10 Tourism as a Product  Tangible Products –Products that can be seen or touched –Food and beverages for example  Intangible Products –Products that cannot be seen or touched –A flight on an airplane, a stay in a hotel room, relaxing on the beach, etc.

© 2009 by Nelson Education Ltd.11 Tourism as a Service  Employees serve customers  Employees are professionals  Special attitude between the employee and the customer – the host/guest relationship

© 2009 by Nelson Education Ltd.12 An Explanation of Service  Intangibility –Creating the impression of tangibility  Inconsistency –Establishing industry wide standards  Inseparability –Service is the product  Inventory –Services not sold cannot be held in inventory

© 2009 by Nelson Education Ltd.13 The Building Blocks of Service Consumer of Service  Pre-Purchase Stage  Consumption Stage  Post-Purchase Stage

© 2009 by Nelson Education Ltd.14 Post-Purchase Stage  Guest Contact Personnel –Walt Disney –Service Failures –Reaction to Customers  Staff Effectiveness –Human error –Training –Support of Employees

© 2009 by Nelson Education Ltd.15 Managing the Service Enterprise  Empowerment  Enfranchisement  Customer Loyalty Systems  Service Quality

© 2009 by Nelson Education Ltd.16 Leisure and Recreation  A definition of leisure  Who is attracted to leisure services  Who provides leisure services  A definition of recreation  The benefits of recreation  The relationship between recreation and leisure and tourism

© 2009 by Nelson Education Ltd.17 Why Do People Engage in Leisure Activities  Relaxation  Active Enjoyment  Passive Enjoyment  Release  Recuperation

© 2009 by Nelson Education Ltd.18 Leisure Participation  Repertoire  Motivation  Attitudes  Satisfaction  Constraints

© 2009 by Nelson Education Ltd.19 The Ps of Marketing  Product  Price  Place  Promotion  Packaging  Partnerships  Personnel  Positioning  Programming

© 2009 by Nelson Education Ltd.20 The 4 Rs of Service Marketing  Retention  Referrals  Relationships  Recovery

© 2009 by Nelson Education Ltd.21 The United Nations & Tourism  UNWTO purpose  Global Code of Ethics  Tourism Enriches Campaign  The WTO and the UN  UNWTO climate change report  Government Promotion  Government Regulation

New US/Canada Border Rules  WHTI – definition and purpose  Phases of border rules changes  NEXUS  CANPASS © 2009 by Nelson Education Ltd.22

© 2009 by Nelson Education Ltd.23 Geography and Tourism DestinationGeography  Location  Cultural  Physical SystemGeography  Cultural  Location

© 2009 by Nelson Education Ltd.24 Realities of Tourism/Hospitality Positions  Work weekends  Evening shifts  Pay rate low to begin with  Employees begin at minimum wage  Pace of work  Perks

© 2009 by Nelson Education Ltd.25 Tourism Requires the Basics of Business  Communications  Information Management  Accounting  Financial Management  Human Resource Management