Tourism Management specialisation, Exercises of Tourism

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DESCRIBE THE

INTERFACE BETWEEN

OPERATIONS AND

CUSTOMER IN MOST

AREAS OF TTH TRAVEL

TOURISM AND

HOSPITALITY.

Presentation by:

Arwyn Evan M. Manila

 (^) The Travel, Tourism and Hospitality Industry has the largest sectors and field of works. The work done in the many departments of the hotel industry is referred to as operations management in tourism and hospitality. Hospitality jobs include employment in hotels, restaurants, caterers, resorts, and casinos, as well as various hospitality roles that deal with travelers in general.  (^) The interface between the operation and the customer is intangible, meaning it can only be felt by the customer, given the service of staffs and the experience of each customer during the travel. For example, the interface of the operations in a restaurant and the customer is the service of the staffs and their interaction with the customers through taking orders and complying to their needs, and also it can be felt through the taste of the quality of the food their offering.  (^) A service cannot be demonstrated, nor can a sample be sent to a customer before purchasing, it is one of the reasons why Travel, Tourism and Hospitality Industry

A. TIMELINESS AND TIME DEPENDENCY  (^) Guest expectations for product and service delivery timeliness differ depending on context and culture, but consumers everywhere have expectations for the pace and rhythm of service delivery they receive, and operations must be designed to satisfy these expectations.  (^) Fast food businesses explicitly state their expectations for food and service delivery, and operations must be prepared to meet them. Ground transfer arrangements are meant to connect passengers with time-bound flight or train timetables, and the operations that deliver them must be tailored

B. PLACE DEPENDENCY  (^) Systems must be set up to ensure that items and services are available and supplied where and when the guest requires them in the travel, tourist, and hospitality industries. Passengers’ luggage must be available when they arrive at the destination airport and not elsewhere.