history of tourism and hospitality essay

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The Oxford Handbook of Tourism History

Eric G. E. Zuelow is Professor of History at the University of New England in Biddeford, Maine. He is author of A History of Modern Tourism (2015) and Making Ireland Irish: Tourism and National Identity since the Irish Civil War (2009), editor of Touring Beyond the Nation: A Transnational Approach to European Tourism History (2011), and editor of the Journal of Tourism History.

Kevin J. James is Professor of History at the University of Guelph in Canada, where he holds the Scottish Studies Foundation Chair and serves as Director of the Centre for Scottish Studies. His research programs have explored the history of the hotel visitors' book, hotels in wartime, and the history of country house hotels.

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Home Essay Examples Geography Tourism Industry

History And Importance Of Tourism And Hospitality Industry

Category Geography
Subcategory Travelling
Topic Hospitality , Tourism Industry

Introduction

Nowadays, the hospitality and tourism industry become one of the largest service industries in the world. This is because it contributes more than 10% in global economic output along with one of ten job. Hotels, restaurants, cafeterias, lounges, coffee shops, bistros, fast food outlets are included in hospitality industry. The tourism industry composes of transportation services, accommodation service, food and beverage service, entertainment and so on. The hospitality industry and tourism industry are on the same roof that means most of the service are the same but a little different in their operations. We can even call the hospitality industry and tourism industry as the twin industry. The aim of this assignment has been offering the knowledge on the global management of the hospitality and tourism industry in general and practical study of the Triumph hotel and the Dolphin trip which we took with our school are also described in this assignment. This industry can benefit to all the local business directly or indirectly. In this assignment, the history, features, characteristics and the basic concept of the hospitality and tourism industry are mentioned with the examples. This will also provide with a perspective of hotel and tourism services and will encompass ample information to generate a wide arrangement for precise hotel management functions.

The Triumph hotel was founded in 2014. when visiting Mandalay Triumph hotel is the best choice for accommodation it is saturated 10 mins far from downtown Mandalay and different important attractions in the Mandalay region. Later, the hospitality industry became an essential industry for the people who travel for many reasons (business, individual travelling, luxury, adventure and so on). According to the researches, 10% of the world’s workforce is hotel business and if there are ten people, one works at the hotel. These factors show that the hospitality industry plays a very important role in the world.

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Analysis of hospitality industry

History and importance of the hospitality industry.

For million years ago, people took a rest in the cave when they traveled and as the standard of living changed, so did the progress. In the Greek era, Greeks developed thermal baths in villages which were used as rest points. In the Roman era, people were building houses commercially for the travellers. Then, in the 16 century, the hotels were rarely established together with the government rules and regulations. Later, the hospitality industry became an essential industry for the people who travel for many reasons (business, individual travelling, luxury, adventure and so on). According to the researches, 10% of the world’s workforce is hotel business and if there are ten people, one works at the hotel. These factors show that hospitality industry plays a very important role in the world.

Characteristics of a good hotel

A good hotel has a great care about in its characteristics such as clean and tidy environment, proficiency of staffs, good location, the excellent service and so on. Triumph hotel have these good characteristics as it is one of the best hotels in Mandalay. It provides air-conditioner in each room, free wi-fi, free one-hour spa for the guests during when they stay, free use of gym, a private bathroom with shower facilities and a hairdryer, luggage storage and 24-hours services. Triumph hotel opens 365 days a year and 24 hours a day, longer hours include weekends and holidays to service the guests.

Features of business Within the Hospitality Industry

In generally, the hospitality industry operates their business with four main segments. They are Food and Beverage, Travel and tour, Accommodation and entertainment.

Accommodation in the hospitality industry

A broad sector of the hospitality industry is accommodation comprising of various types of hotels and facilities which have the provisions of overnight accommodation for guests in traveling. Hotel resort, boutique hotel, spa hotel, Budget hotel, luxurious hotel, and bed and breakfast are some of the most essential players in this industry.

Food and beverage in the hospitality industry

Food and beverage sector is considered one of the biggest sectors in the hospitality industry. services within this area range from preparing food to presenting it on the customer table. fine dining, casual dining, fast food, and fast-casual are some of the most famous kinds of restaurants in this sector.

Travel and tourism in the hospitality industry

There are different kinds of business within travel and tourism sector that include however not limited to cruise ships, tour operators, trains, and airlines. travelers spent approximately $265 billion on passenger air transportation offerings in the USA in 2016. travel and tourism has been one of the fastest developing sectors in the UK in employment terms since 2010.

Entertainment in the hospitality industry

Hotel grading system.

Grading helps separate accommodation according to standards and services offered. rating or grating systems are not globally the same, they may differ from region to region. different rating systems used today are:

rating system
Mobil guide
Michelin guide

hotel ratings are often used to classify hotels according to their quality. From the initial purpose of informing tourists on simple facilities that may be expected, the objectives of hotel rating have increased into a focal point at the hotel experience as a whole. Today the terms ‘grading’, ‘rating’ and ‘classification’ are used to commonly refers back to the equal idea, that is to categorize hotels. Having a rating system will inspire hotels to pay closer services they provide and lift the standard and high-quality of the hotel industry. there is a wide verity of rating schemes utilized by different organization around the world [Zeyar Hein,2019]. Many have a system involving stars, with a greater number of stars indicating greater luxury. Formerly Travel Guide, Forbes Mobil Travel Guide, launched it star grating system in 1958. The AAA and their affiliated bodies use diamonds instead of stars to rate hotel and restaurant level. The important facts which are specified in the grading system are locations, the proficiency of the staffs, 24hours service, having sizeable publish areas, restaurant open to everyone, providing a high-quality menu and wine list and so on. as an example, Triumph hotel can be grated as a 4-star hotel according to rating system. it can be justified by the following factors:

Staff are professional uniformed and responds to guest needs
Restaurant open to everyone
Lunch available in specific areas and
Guests are welcomed at entranced

There is no matter that how many types of hotels are there but the important things for hospitality organizations is to analyze the factors that affecting the organizations. The factors can be divided into internal factors and external factors. The internal factors that affect the hospitality industry are Men, Machines, Materials and Money. Political, Economic, Social, Technological, Legal, Environmental factors are the major external factors. Now, the internal and external factors of the Triumph hotel are mention below.

Internal Factors

Triumph hotel employed the staffs according to ‘staff to guest ratio’ pattern to ensure that all departments function smoothly.

Triumph hotel is clearly a profitable organization with high level of customer loyalty that ensures sufficient funding.

Triumph hotel has the machinery that is used to convert the inputs to outputs. For example, the PC for customer records, infrastructure etc.

Triumph hotel provide enough material available in all sectors such as kitchens to provide for varying cuisines.

PESTLE analysis of Triumph Hotel

Political impact.

There is a need to comply with environment associated regulations because of the possible effects at the environment from the operations of Triumph hotel.

Economic impact

Economic impact refers to all state, local, and federal taxes so that it will be collected from the development and operations of Triumph hotel. Taxes consist of all sales taxes collected in association with the hotel generated revenues, in addition to all payroll related taxes collected from full-time hotel staffs and temporary construction workers.

Social impact

The success of the hospitality business is directly to the success of the local communities. Triumph hotel is focused on creating economic opportunities, benefit of the local people, respecting human rights and providing disaster relief.

Triumph hotel uses EASYFO program to control most of the front office operation and they also use many modern facilities.

In the PESTLE analysis of Triumph hotel, legal factors play an important role in finding out how businesses operate and what profits they receive, as well as how customers behave.

Environmental

Environmental factors that affect the hotel refer to the physical environment on the earth, consisting of everything from weather to the availability of resources.

Analysis of tourism industry

History and importance of the tourism industry.

The tourism industry has existed from the beginning of humans. At the stone age, people travel to find food and caves to live. First people travel on foot from place to place and they find the better ways to travel. Long before the invention of the wheel, travel occurred for variety of reasons. In the beginning, it was simple. As seasons changed and animals migrated, people traveled to survive. Then from the step by step progression, the travel patterns of people slowly change and travelling becomes one of the largest business in the world. In 1779, it can be said that the revolution of the tourism together with the invention of the steam engine. The 1820s and 1830s are identified as an important transition period in the development of a more formalized tourist industry. The past 70 years have seen remarkable growth in tourism-related activities. For example, the number of international tourist’s arrivals in 1950 to nearly 12 billion in 2015, corresponding to an average growing rate of over 6%. Travel and tourism industry support nearly 277 million people in employment, which equates to 1 out of every 11 people. Nowadays, we can go everywhere we want even in the space by the help of the tourism industry.

Characteristics of Tourism Industry

There are certain important characteristics about that industry that make it necessary and exciting for companies when planning a tour trip. The travel and tourism industry composed of five parts.

Accommodation
Food and beverages operation
The transportation services
The activities

Most of the tourism products are perishable and intangible. Accommodation is the most essential product of perishable within the tourism industry due to the fact when a hotel room is not booked this night we cannot take ‘tonight’ and sell it tomorrow. It is also in transportation service because once the train left the station, unused capacity cannot be sold afterwards provided that it was no time-travelling train. A night in a hotel, the smiling of the tour guide talking us to the height of an alpine mountain and the calm flight with the satisfactory attendant all this cannot be touched. Tourism is all approximately the time spent and the enjoy made.

Patterns of demand and tourism indicators

The tourism industry is essential for the benefits it brings and because of its role as commercial activity that makes demand and increase for many extra industries. The profits creation and generation of job get the principle benefits from the tourism industry. For many regions and countries, it is most important source of welfare. Traveling is a tiring and difficult thing and not everyone is able to travel. But at the same time, it`s a fun activity that take out tiredness away. Traveling gives us a taste as we travel to many different places that have a different culture and lifestyle. Also, it’s an easy way to learn, about the culture and tradition of a place. Besides, for many areas, tourism is their main source of income. An economic principle regarding a customer’s preference to pay a charge for a specific good or service can be defined as demand. The demand for tourism can be identified in many ways, depending on geographic, psychological, economical, and political factors. The total number of persons who travel or want to travel and use tourist facilities and services at away from work and tiredness can be defined as the geographic perspective. The price of the product is very important psychological factor as an example people think that a product worth 99.9$ is cheaper than a product that worth 100$ but the different between these two products is only 0.1$.

The driver behind the emerging forms of tourism

Important of transport, accommodation, attraction and events.

The role of accommodation is essential role for the tourism industry because it performs an important function within the context of rural and urban tourism together. It supplies the chance for the guest to stay for a length of time to enjoy the locality and its attractions, while their spending contributes to the local. Transport is important because it enables communication, trade and other forms of exchange between people, that in turn establishes civilizations. As people work more and more, they need to go or travel from one place to place with easily. So, transport take part in an important role of our daily life. Attraction also a core of component of tourism. They are often called ‘‘tourist attractions’’ because they tend to attract tourists. Attraction are the people, places, events and things that make up the objects of the tourist gaze and attract to the destinations. The event industry is a dynamic and fast-growing sector with obvious synergies with tourism. when correctly hosted, events have the potential to make bigger the traveler economy, offer media exposure, promote development, and stimulate infrastructure upgrades which consist of the emergence of new partnerships.

Definitions of ‘tourist’ and ‘tourism’

Tourism is a group of activities, services and industries which deliver a travel experience comprising transportation, eating and drinking establishment, accommodations, retail shops, entertainment businesses and other hospitality services supplied for individuals or groups traveling away from domestic. Tourism is not the same as travel. in order for tourism to happen, there need to be a displacement: an individual has to travel, the usage of any type of means of transportation. But all travel is not tourism. A tourist is a person who is visiting a place more than a night for pleasure and interest, especially when they are on holiday wherever domestic or outbound [Macintosh,1905].

Purpose and responsibilities of tour operators, travel agents and tour guides

Tour operator is an organization, firm or company that buys individual travel components, one at a time from their providers and combines them right into a package tour, which is sold with their own price tag to the public directly or through middlemen, is referred to as a tour Operator. A travel agent’s position is to help people plan, pick out and arrange their holiday. They will usually work to a budget set out by whoever is planning the holiday. In addition, they offer recommendations and reviews on where to go and local tourist attractions, events and customs. tour guide is person who has a thorough understanding of the destination as he is brand Ambassador of that specific country or region or organization. Besides giving insight of destination (in terms of culture, food, flora and fauna, traditions, festival etc.) he’s going to mix his guest travel style & preference with that destination making it a memorable trip. [Nikhil Sharma,2007].

Conclusion and Recommendation

In conclusion, travel and tourism sector is a great industry with many small business and individual associates supporting each other and maintaining the industry as a whole. Though is a big contributor to the country’s progress, it is also affected by the external factors like the socio-cultural values of tourists, economic conditions and environmental situations. It is also affected by travel demand and supply sides of the industry, but if properly, maintained the industry can survive and create large employment on a consistent basis. However, it is recommended that this research is again repeated as the worldwide situation usually keeps on converting and this alters the strategies. A further research is necessary to keep up to date information about the latest trends in the industry and the new factors affecting the industry. We have also learnt about the meaning of hospitality and the stages of hospitality from traditional to an advanced stage with theoretically and practically. Besides that, we have learned about the different types of food and beverage business, tour-related functions, the organizational structure and how to serve the guests. Lastly, we have learnt and understood the meaning of the layout in hospitality and tourism industry and the necessary and essential factors to consider when plan to set up this industry.

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Historical Development and Evolution of The Tourism Industry

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Hospitality Industry

The Origins Of The Hospitality Industry And What Lies Ahead

August 19, 2018 •

3 min reading

A brief history of the hospitality industry

Away from home, surrounded by strangers and yet you feel welcome. The original idea of hospitality has remained unchanged since the creation of the word itself. Derived from the Latin word “hospes”, meaning both visitor and stranger, hospitality has its roots in ancient history.

Thousands of years ago, when road networks were scarce and traveling was cumbersome strangers arriving in a foreign land had to rely on either their camping skills or a local’s kindness when looking for shelter. During the age of pilgrimage and the development of major trade routes throughout Europe, it was mostly inns and taverns offering primitive rooms to weary travelers. The idea of a hotel built for the sole purpose of hosting guests did not exist in Europe until the 18 th century, when technological progress and the introduction of faster and more reliable modes of transport made long distance travel available to wider public. With the influx of large numbers of foreigners into major cities, the need for accommodation led to the opening of the first hotels in the modern sense. Since then, the sector has known a nearly unbroken run of growth and international expansion.

Travel industry industry growth

Over the last two decades, international departures have more than doubled from around 600 million to more than 1.4 billion in 2016.

Thanks to this immense potential, a network of service providers has developed that caters to nearly every desire imaginable. Hospitality has gradually become one of the largest and most diverse industries, employing hundreds of millions spread over different sectors.

Hospitality_Insights_WTO_Tourism_History

Today, businesses in the industry can generally be divided into four categories:

Food & Beverage
Recreation
Travel & Tourism

Every category under the umbrella of the term “hospitality” further contains many different sub-sector and operators. The mere global scale of the industry makes it difficult to provide a conclusive overview without taking up hours of your time. Travel, for instance, encompasses all modes of transportation available to travelers, including coaches, airplanes, vessels, taxis etc. While all sectors are interconnected and reliant on each other, each one of them is facing unique challenges and opportunities in the future.

Bachelor in International Hospitality Management See business through customers’ eyes. Enter the job market with a leader’s perspective. Discover how we train our students to put customers first. Discover

The importance of innovation in hospitality

Going forward, the key for companies looking to defend or expand their current position in the market will be to keep up with the pace of innovation.

The emergence of new technologies such as artificial intelligence (AI) and the internet of things (IoT) , means that providers are now faced with the challenge of moving their offer into the era of digitalization.

The availability of extensive data on each individual guest will make it possible for companies to tailor their offers at a bespoke level, leading to closer and more immersive client interaction.

Hotel rooms that automatically adjust the lighting and the temperature to each traveler’s personal preferences can enhance guest experience and thus make it more likely for them to return. Traditional check-in and guest interaction procedures at hotels will likely see a fundamental overhaul.

The introduction of voice recognition software, for instance, will enable hotels to automate tasks that would traditionally be performed by a human.

This will result in more efficient processes at properties all around the world. While procedures are being streamlined, vehicles, amenities and buildings become smarter and more interactive.

The challenge for providers will be to keep alive the human touch that has made hospitality establishments so successful. At the same time, adapting to and using these new technologies will be crucial in the fight for customers in one of the most competitive markets in the world.

Need more resources on Hospitality Industry trends? Check these articles out:

High-tech hotel wars: Sleeping in China just got more futuristic - CNN
New Technologies Will Revolutionize The Hospitality Industry - Forbes
Hospitality Industry: All Your Questions Answered - Hospitality Insights

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Stay up-to-date with gecko hospitality., the evolution of hospitality: from ancient traditions to modern day experiences and the many innovations along the way.

Robert Krzak
January 13, 2023

There is a deep and rich history in this industry of ours. In fact, the concept of hospitality is extremely old and is mentioned in writings dating back to Ancient Greece and Rome. The thought then was that hospitality to strangers was necessary to their religious well-being and in others. Some also believed that being hospitable would satisfy their own superstitious fears. Whatever the reasons, the roots of hospitality run deep.

In the Beginning

Hospitality as a business dates back to 15,000 B.C.. This was the first documented instance of one tribe hosting another at the Lascaux caves in France. The word hospitality comes from the Latin “hospitalitas” which means to receive as a guest. In ancient times, it meant extending a welcome to travelers or offering a home away from home. Eventually evolving to the days of taverns and innkeepers, hospitality is one of the oldest businesses. But it’s a business that started as an act of kindness.

In the early days, locals used to let travelers rest on kitchen floors or other extra spaces during their journey. There were no purpose-built resting facilities for tourists until monasteries decided to build one. This eventually gave birth to lodging services and by the 1700s, inns came into being. Proprietors would put up a shelter by the road where travelers could stop to take rest and get some food. They would also take care of traveler’s horses while the patrons rested.

The Introduction of Leisure Tourism

But our modern form of the hospitality industry dates back to the early 1800s. This is when the concept of leisure tourism spread across Europe, bringing a multitude of wealthy travelers to Switzerland. During that time, visitors sought natural exposure on guided tours in the Swiss Alps, train rides and “wellness tourism,” Elegant hotels, ski resorts, and thermal baths became icons of luxury tourism.

This leisure tourism opened a new world of services like transportation, food and beverages, lodging, travel agencies, entertainment and more. It was this collage of services that eventually become known as the hospitality industry. Business travel began to dominate the industry, but leisure travel became more and more popular. From the early 1900s through the 1950s, disposal income gave rise to a greater desire to travel.

history of tourism and hospitality essay

A Time of Luxury and Service

Then came the Golden Age of hospitality. This was between 1960 through 1980 and was where organizational culture and value creation were driven by luxury and service. In post WWII, wealth for many Americans was increasing. This meant more money to spend on luxury goods and travel.

It was a time when Sheraton purchased the St. Regis New York to bulk up its luxury division in 1960. It’s also when Isadore Sharp founded the Four Seasons Hotels in 1961. His vision was to found a company on his Golden Rule: “ Treat guests the way you wish to be treated .” During this period, Ritz Carlton was founded and carved out its own niche in this segment.

The hospitality leaders of this era were experts in customer service and hospitality business operations. London had its Savoy Hotel and New York had Delmonico. These created stellar luxury and service standards. As more properties got into the luxury game, more visitors demanded more luxury. Each property tried to outdo the other in attempts to attract high net worth guests.

The Segmentation of Markets

Through around 1980 and 2000, the hospitality market began to focus on targeting very specific customers. During this time, people like Chip Conley (Joie de Vivre) and Ian Shrager (Morgans Hotels) focused on unique and differentiated offerings. This led to the design-led boutique hotel. During this time period, through some careful maneuvering and creative financing, Barry Sternlicht buys Sheraton.

To segment his properties and laser-focus on a specific customer group, Sternlicht creates W Hotel. He grows the W brand to more than 13,000 rooms globally and almost 8,000 in the development pipeline. The segmentation of markets continues today with boutique hotels spinning off from corporate conglomerates (Hilton, Marriott, Sheraton).

Digitizing of the Hospitality Industry

Finally, from around 1995 to present, digitizing and new technologies are transforming the hospitality industry. In 1996, Microsoft founded Expedia allowing travelers to make room reservations via a computer. Today Expedia and Priceline dominate the reservations market with a 94% share. The industry has come a long way from having to contact the hotel to make reservations. It’s now done through companies that even own a hotel property.

This is about the same time that AirBnB took the concept of couch surfing to a whole new level. These properties, mostly privately owned, attracted millions who wanted the space and privacy short-term rentals provide. Renting a vacation home dates back to the 1950s. But now, sites like VRBO and Booking.com allow users to book vacation rental properties managed by individual owners.

Where We Are Now

Hospitality is now one of the largest and diverse industries in the world. In some countries and states, it is the largest employer with hundreds of millions employees. It has grown and continues to grow by adding new segments of industry support along the way. The hospitality industry has expanded to almost everything that can support the traveler’s needs. Today, businesses in the industry can generally be divided into four categories:

Food & Beverage
Travel & Tourism

Under each of these categories are sub-sectors that also continue to expand. For example, under travel and tourism is Ubers, virtual reality, and space tourism. All categories and sub-sectors are interconnected, but each face their own challenges. But they also open their own world of opportunities.

Improving But Staying the Same

Technology has played an important role in the hospitality and tourism industry over the past decade. It helps reduce costs, enhance operational efficiency, and improve services and customer experience. Technology also facilitates easy connection and communication across borders and continents. It helps the hospitality industry in terms of higher number of bookings and easier communication with the customers.

The hospitality industry has evolved using newer technologies that include:

Voice search and control -Includes everything from using smart speakers in hotel rooms, and allowing for control of the various in-room devices.
Contactless payments -Offers several advantages for hotels, resorts, restaurants, bars, and cafes.
Chatbots -A good chatbot will answer the most common questions without requiring human involvement.
Virtual reality -Gives potential customers a much clearer sense of what they can expect when they visit.
Recognition technology -This is where biometrics is used to for seamless authentications, benefitting hotel processes and customer purchases.
Artificial intelligence -Allows customers to interact with hospitality companies across a variety of digital channels and receive rapid responses.
WiFi 6 -The next generation of WiFi technology. It is more than 30% faster while also boasting significantly improved throughput.
Robots -Can occupy a concierge role within hotels, welcoming guests and providing them with important customer information. Can also serve in cleaning roles such as vacuuming floors and germ-killing.

Improvement in roads, cars, trains, and planes makes it easier for travelers to reach their destinations. Additionally, technology has helped to make it easier to book a room, order food, and access other amenities. But the hospitality industry succeeds based on the foundational principles of its origin and not more advanced technologies.

Succeeding in Hospitality

The Princeton definition for hospitality is, “ entertainment of guests or strangers without reward or with kind and generous liberality .” Many hospitality businesses would not survive today without reward of some kind, but the human-centered philosophy remains the same. Going forward, the challenge for providers will be to keep alive the human touch that has made hospitality establishments successful. At the same time, adapting to and using these new technologies will be crucial in the fight for customers.

In the end, it’s not about the tools used to provide the service. It’s the product, not the technology, that defines the guest experience. Guests remember not just the standard of service but the extraordinary hospitality that makes them feel welcome and appreciated. Gadgets and gizmos are there to assist in providing continual excellent service. As the hospitality industry continues to evolve, hospitality businesses that succeed will be those that focus on the guest experience.

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Chapter 1. History and Overview

1.6 Conclusion

As we have seen in this chapter, tourism is a complex system that is built up of industry sectors including accommodation, recreation and entertainment, food and beverage services, transportation, and travel services. It encompasses domestic, inbound, and outbound travel for business, leisure, or other purposes. And because of this large scope, tourism development requires participation from all walks of life, including private business, governmental agencies, educational institutions, communities, and citizens.

Recognizing the diverse nature of the industry and the significant contributions tourism makes toward economic and social value for British Columbians is important. There remains a great deal of work to better educate members of the tourism industry, other sectors, and the public about the ways tourism contributes to our province.

Given this opportunity for greater awareness, it is hoped that students like you will help share this information as you learn more about the sector. So let’s begin our exploration in Chapter 2 with a closer look at a critical sector: transportation. Before you get started on Chapter 2 test some of your knowledge to-date by taking this short summary quiz.

British Columbia Government Travel Bureau ( BCGTB) : the first recognized provincial government organization responsible for the tourism marketing of British Columbia
Canadian Pacific Railway (CPR) : a national railway company widely regarded as establishing tourism in Canada and BC in the late 1800s and early 1900s
Destination BC: the provincial destination marketing organization (DMO) responsible for tourism marketing and development in BC, formerly known as Tourism BC
Destination Canada: the national government Crown corporation responsible for marketing Canada abroad, formerly known as the Canadian Tourism Commission (CTC)
Destination marketing organization (DMO): also known as a destination management organization; includes national tourism boards, state/provincial tourism offices, and community convention and visitor bureaus
Diversity: a term used by some in the industry to describe the makeup of the industry in a positive way; acknowledging that tourism is a diverse compilation of a multitude of businesses, services, organizations, and communities
Excursionist : same-day visitors in a destination. Their trip typically ends on the same day when they leave the destination.
Fragmentation: a phenomenon observed by some industry insiders whereby the tourism industry is unable to work together toward common marketing and lobbying (policy-setting) objectives
Hospitality: the accommodations and food and beverage industry groupings
North American Industry Classification System (NAICS) : a way to group tourism activities based on similarities in business practices, primarily used for statistical analysis
Social Exchange Theory : describes how tourists and hosts’ behaviours change as a result of the perceived benefits and threats they create during interaction
Travel : moving between different locations, often for leisure and recreation
Tourism: the business of attracting and serving the needs of people travelling and staying outside their home communities for business and pleasure
Tourism Industry Association of BC ( TIABC) : a membership-based advocacy group formerly known as the Council of Tourism Associations of BC (COTA)
Tourism Industry Association of Canada (TIAC): the national industry advocacy group
Tourism Supply Chain : The combination of sectors that supply and distribute the needed tourism products, services, and activities within the tourism system
Tourist: someone who travels at least 80 kilometres from his or her home for at least 24 hours, for business or pleasure or other reasons; can be further classified as domestic, inbound, or outbound
United Nations World Tourism Organization (UNWTO) : UN agency responsible for promoting responsible, sustainable, and universally accessible tourism worldwide

Test your terms knowledge

List the three types of tourist and provide an example of each.
What is the UNWTO? Visit the UNWTO website , and name one recent project or study the organization has undertaken.
List the five industry groups according to the North American Industry Classification System (NAICS). Using your understanding of tourism as an industry, create your own definition and classification of tourism. What did you add? What did you take out? Why?
What is the difference between Tourism Services and Travel Trade?
Describe how the phenomenon of tourism can still happen even when tourists have gone back to their origin.
According to UNEP, what are the four types of negative environmental tourism impact? For each of these, list an example in your own community.
What major transportation developments gave rise to the tourism industry in Canada?
Historically, what percentage of international visitors to Canada are from the United States? Why is this an important issue today?
Name three key events in the history of BC tourism that resonate with you. Why do you find these events of interest?
Watch the Tourism Pays video feature on Richmond. Now think about the value of tourism in your community. How might this be communicated to local residents? List two ways you will contribute to communicating the value of tourism this semester.
Choose one article or document from the reference list below and read it in detail. Report back to the class about what you’ve learned.

ACE Aviation. (2011). ACE History and Background . ACE Aviation.

Air Canada. (2007). Air Canada Increases Boeing 787 Order to 37 Aircraft; Becomes North America’s Largest Dreamliner Customer . Air Canada.

Air Canada. (2016). Air Canada to Purchase Bombardier C Series as Part of its Fleet Renewal Program . Air Canada.

Brewster Travel Canada. (2014). About Us – Brewster History . Retrieved from http://www.brewster.ca/corporate/about-brewster/brewster-history/

British Columbia Ministry of Jobs, Tourism and Skills Training. (2013a). BC Stats: Industry Classification . Retrieved from http://www.bcstats.gov.bc.ca/StatisticsBySubject/BusinessIndustry/IndustryClassification.aspx

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Canadian Geographic . (2000, September). Flying through time: Canadian aviation history . Retrieved from http://www.canadiangeographic.ca/magazine/so00/aviation_history.asp

Canadian Tourism Commission. (2014). About the CTC. Retrieved from http://en-corporate.canada.travel/about-ctc

CBC News. (2009). Flaherty Appoints Ex-Judge to Mediate Air Canada Pension Issues . CBC News.

CBC News. (2019). Transat Shareholders Approve Air Canada Takeover, Deal Now in Regulators’ Hands . CBC News.

Chaney, Edward. (2000). The evolution of the grand tour: Anglo-Italian cultural relations since the Renaissance . Portland OR: Routledge.

Cox & Kings. (2014). About us – History. Retrieved from http://www.coxandkings.co.uk/aboutus-history

Destination BC. (2018). 2018 Value of Tourism: A Snapshot of Tourism in BC . Destination BC. Retrieved from https://www.destinationbc.ca/content/uploads/2020/03/2018-Value-of-Tourism_Feb-2020_Final.pdf

Destination Canada. (2019). Tourism Snapshot . Destination Canada.

Dawson, Michael. (2004). Selling British Columbia: Tourism and consumer culture, 1890-1970 . Vancouver, BC: UBC Press.

Discover Hospitality. (2015). What is hospitality? Retrieved from http://discoverhospitality.com.au/what-is-hospitality/

e-Know. (2011, November). Ogilvie’s past in lock step with last 50 years of Kimberley’s history. Retrieved from www.e-know.ca/news/ogilvie’s-past-in-lock-step-with-last-50-years-of-kimberley’s-history/

Expedia, Inc. (2013). Expedia: Annual report 2013. [PDF] Retrieved from http://files.shareholder.com/downloads/EXPE/3546131959x0x750253/48AF365A-F894-4E9C-8F4A-8AB11FEE8D2A/EXPE_2013_Annual_Report.PDF

Flightglobal. (2002). Sixty years of the jet age. Retrieved from http://www.flightglobal.com/features/jet-age/

Globe and Mail, The. (2014, March 28). Ten things you don’t know about Air Canada. Retrieved from http://www.theglobeandmail.com/life/travel/travel-news/10-things-you-likely-dont-know-about-air-canada/article17725796/?page=all

Go2HR. (2020). Industry Development & Resources. Retrieved from https://www.go2hr.ca/getting-know-bcs-tourism-industry/industry-overview/industry-development-resources

Government of Canada. (2006). Building a national tourism strategy. [PDF] Retrieved from https://www.ic.gc.ca/eic/site/034.nsf/vwapj/tourism_e.pdf/$FILE/tourism_e.pdf

Government of Canada. (2013, July 5). Appendix E: Tourism industries in the human resource module . Retrieved from http://www.statcan.gc.ca/pub/13-604-m/2013072/appe-anne-eng.htm

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Essay: The hospitality and tourism sector

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The hospitality and tourism sector

INTRODUCTION

This essay has four parts; First part is the introduction part, second part is the main body of the essay which have two parts. The first part is the assessment of the Human Resources (HR) challenges and issues faced by the hospitality and tourism sector which are; Rapid technological change, Recruitment, high labour turnover and the issue that Human resource Strategic cannot be measured. The second part of the main body of the essay will discuss how both hospitality and tourism sector need an efficient and motivated staff to deliver a high quality service to their customers and who can work together as an effective team. Within this discussion, staff categories basing frontline employees and their importance has been explained, different leadership styles and their roles on overall employees performance, empowerment and the importance of empowering staff, benefit of employee retention and the development of effective teams have been discussed. Third part is the conclusion and fifth part is all about bibliography.

INTRODUCTION PART

“hospitality is a friendly and generous reception and entertainment of guests, especially in one’s own home” (hornby, s. a. 1978 p. 300). hospitality is a frequently used title for different sectors of the hotel and catering industry, and can be expanded to cover all products and services offered to the consumer away from home including travel, lodging, eating, entertainment, recreation and gaming (knowles, 1998 p 3). “hospitality, is the act or practice of one who is hospitable, reception and entertainment of strangers or quests without reward, or with kind of generous liberality” (merriam-webster, 1913) generally, hospitality can be defined as washing people’s shoes, going an extra mile on serving, helping and treating people kindly and friendly. to make people feel welcomed, good and relaxed from any kind of strange feeling/situation they have. like tiredness from work when people travel far for business purposes. tourism.

According to the general definition adopted from the United Nation’s tourism policy making body the World Tourism Organisation (WTO), tourism involves the movement of people from one location to another outside their own community. (Knowles, 1998 p. 1).

Generally tourism to me means the situation where people travel outside their community and stay more than one day in the destination place. In this world of globalization where the whole world has been like one village we have many tourists all over the world travelling from different places to different destinations. For instance African continent receives a number of tourists every year, Botswana many tourists visit to see Delta, In Zimbabwe to see Water Falls, in Tanzania to see and climb Mount Kilimanjaro as well as to see the attractive national parks. Also many people now days travel for business issues, studying and many other reasons. Another example is ‘giant telescope’ that links London and New York, this was in Tower Bridge London last year 2009. It has attracted many tourists from inside UK and outside UK travelling to London.

Hospitality and tourism industries are two different things but integrating each other. People travel from different places when arrived to the destination places they experience differences and they demand a number of services such as food, drinks, accommodation and sometimes conference cervices. All these services are provided by the Hospitality industries.

First part: Human Resource challenges and issues

Rapid technological change.

Development of technology where people serve themselves in different day to day service. This has lead to the need of let say a job done by ten people now it is done by 2 people because of technological machines. This is a challenge in the sense that, still human being is a resource companies have to depend on. This is because when machines get breakdowns many people miss the service they want on time which is fully of disappointment especially the moment they need it mostly. Example this is seen mostly in bank’s ATM machines they get stuck and by the time no one around to help or advice. In Hospitality industry, people can serve themselves on Buffet and booking on-line but still human resource is important in monitoring to make sure everything goes well.

Recruitment

“The challenge of HRM then would seem to be how to recruit, deploy, develop, reward and motivate staff, leading to them being a source of competitive advantage” (Nickson, D, 2007).

Organisation and managers in the tourism and hospitality industry face real challenges in recruiting , developing and maintaining a committed, competent, well managed and well motivated workforce which will be focused in offering a high quality ‘product’ to the increasingly demanding and discerning customer (Nickson, D. 2007 p. 2).

Recruiting right candidates has been a challenge as the nature of works in Hospitality and tourism industries are more professional on their own. Example Waitress/Waiter needs someone who is trained on setting tables and all manners in serving customers in hygienic service. Not any one can be picked and work as a waitress/waiter or any other position in these industries.

High turnover

Labour turnover is becoming a big issue and challenge hospitality and tourism industries are facing. This is because of the nature of the job that they require students, youth who are always inpatient to stay long in one company. Also these industries cannot pay high salaries due to the nature of their business operation thus high turnover. It is a challenge for the companies to achieve low turnover at the same time ensuring wise employee retention. Employee retention which allows changing with the technology to deliver best and quality service.

Human Resources Strategic cannot be measured.

The performance and all activities carried on by human resource cannot be measured like it can be to other fields like finance and others. Here the only thing to be done is through screening and assessing the effectiveness and efficiency of work particularly in meeting deadlines. This can be obtained through things like attendance records, time management, and reliability.

Career development and training

This is another issue with Human Resource, and it is a debate on whose responsibility to develop careers. Is it individual him/herself or companies to develop careers of their employees? Sometimes it is a challenge to the companies when they spend money and time to train employees and soon after, the trained employees leave the company.

The second part: How both hospitality and tourism sector need an efficient and motivated staff to deliver a high quality service to their customers

It is true that hospitality and tourism industries are sectors which need an efficient and motivated staff to deliver a high quality service to their customers as well as having ability to work as a team. This is because the two sectors deal with giving people service and the people given service need to be retained to come again and to become loyal customers. If they won’t be treated nicely in such a welcoming way means they won’t come again and if they won’t come again means the business will decline as it depends to the daily arriving customers. So the big challenge these industries have is to maintain the number of guests checking in.

Also staff in these two sectors needs to have team work spirit so that they can help the company to grow in daily basis. This is because departments depend to one another and communication is the key point to make things happening. For instance, Receptionist of the hotel needs to know the status of the rooms all the time. Must know which ones are ready to sell and which ones are not and their status. Most of the time receptionist can get this information from housekeepers. So working as a team is very important in updating one another on what is going on for effective performance. Once there is communication breakdown among the group members things will get stuck somewhere somehow and affect the service delivering.

Also reservation people need to know the status of the room occupancy before doing any reservation. Therefore if there is no team working spirit among the staff you might find a situation where the receptionist is checking in guests to the rooms which are reserved already for other guests. So working together as an effective team among the staff in hospitality and tourism sector is very important.

After explaining the importance of working as a team among the staff members, the following is the importance of frontline employees (includes, receptionists, housekeepers, front office manager and all other managers) in high contact hospitality and tourism service encounters

Front-line employees are the people the guests meet firstly. Therefore if they are not qualified, it will bring down the business because all hospitality and tourism industries are struggling to make sure that their customers get quality and best service all the time and it becomes more advantage when it is their first time to the hotel. For example, a receptionist is seating watching something while the guest is standing waiting to be helped, this customer will be disappointed and he/she might never visit again this hotel. A good receptionist will all the time be aware on what is happening and sometimes she/he can walk outside the reception desk to help a guest who is coming in not to hang, to show the guest appreciation for choosing the hotel, this is what we call Hospitality, going extra mile serving people.

Also frontline employees are very important within the company because they are the one mostly responsible for handling thousands of what Carlzon (1987) called “moment of truth”. This according to him is the moment of contact between customers and the service providers (front line staff). This is the moment customers can be disappointed by failing to meet their expectation or satisfying them by meeting their expectations and sometimes service providers can exceed their expectations which will be better for the company as it retains customers (Carlzon, 1987).

Again, the moment customers arrive to the hotel, it is the good opportunity for the receptionist who are part of the front-line staff to influence the customer’s perceptions of the service quality. And this can be achieved when service providers go an extra mile during the whole circle of the guest checking in, staying until checking out moments. According to Fitzsimmons, A. & Fitzsimmons, J. (2006 p. 197), “The often brief encounter is a moment in time when the customer is evaluating the service and forming an opinion of its quality”

Therefore front-line employees determine other services to be defined as good services if they give positive impression to the guests at first. This is because, the food served in the restaurant can be delicious food with an outstanding quality but if the service provider serves it having a negative attitude, lacking friendly welcoming, the customer will define the service as poor and she/he will not be satisfied (Kotler et al, 2006).

On the other hand, front -line employees are the ones who determine high occupancy in terms of rooms, whereby people get in touch with the hotel referring how firstly they have been treated, helped. This is very important because tourism and hospitality industries are industries which depend to customers arriving and the business does well when the occupancy in all areas is high. Having high occupancy depends on the staffs who directly serve customers particularly font-line staff.

Therefore it is very important and challenge to the Hospitality and tourism industries’ management to ensure front-line staff are well trained with high communication skill as well as high knowledge in customer care service.

This is because the customer’s perception of service quality is more directly linked to the morale, motivation, knowledge, skills and authority of front-line staff that are in direct contact with customers, than in the case of a product selling organization. Therefore the management should become responsive to staff rather than being responsible to their staff. This will help in managing customer satisfaction. (Mahesh, 1988, pp.10-11) Baum, T. (2006)

Leadership on overall employee performance

The employees of the company need to work hard effectively and efficiently to ensure high performance. In order this to be achieved leadership style must be very smart and sensitive to know what employees need. The reason for this is that, the leadership style operating in any organisation has close relationship with the employee’s performance. If the leadership operating does not encourage cooperation with employees, automatically employees will develop negative attitude to their leaders and the company in general as a result will affect their performance.

Leadership is the key or central feature of any industry or organizational performance and therefore it is necessary for the managers to understand the nature of leadership and factors which determine the effectiveness of the leadership and the factors which determine the effectiveness of the leadership relationship (Corlett, S. & Forster, G., 2004 p. 254).

Leadership differs according to many factors including the nature of the industry and so there are different leadership styles. Many theorists have grouped them in three leadership style which are, Authoritarian, Democratic and Leissez-faire leadership styles.

Authoritarian leadership style

This is also called autocratic style of leadership. With this style only managers have say and so they only give orders and instructions to the employees who have little or no room for discussion or even giving out any explanation. Decision making and all company important issues like making policies, work relationships and tasks, planning and strategies towards the Industries objectives are exercised by the managers where employees have no say at all.

This has a negative impact on employee’s performance because they just work complying the instructions given instead of working with commitment. In order to have high performance employees need to have commitment to their works as well as positive attitude to the company’s they work for. This is never happen when the leadership style is authoritarian because employees are not given any chance in anything including decision making, this cause them unhappy and sometimes feel unmotivated which automatically will affect their working performance.

Democratic leadership style

This leadership style encourages efficient and motivated staff who can work together as an effective team because the managers are part of the team and the group members are part of the leadership functions where they are given opportunities in decision making and other important issues including determination of policies and plans and strategies towards the company goals.Therefore,“democratic managers recognize that they are not only leading but are also part of a team and that this requires the others in the team – the staff -to be involved in decision through discussion and explanation” (Boella J.M, 2000)

Democratic leadership style has positive impacts to the company’s performance because people who are the workforce are happy, feeling motivated, feeling that the management cares about them and so they work with high commitment and positive attitude which automatically will lead them performing well. If I was asked to advice managers, I could advice them to opt this leadership style and in order to be good managers who can communicate well with the employees they have to consider that employees acquire new experiences and knowledge particularly on their working areas on the daily basis which they can also share with the management. Therefore managers do not have to ignore employees by seeing them as just employees. To me it is more rational if managers can understand that everyone plays great role on his or her own position and need to be valued. In hospitality and tourism industries, it is not a surprise to find the general manager attending guests by the reception office.

Referring this, managers are not supposed to rely on the use of their position as a means of exercising the functions of leadership rather they must have regard for the need to encourage high morale, involvement spirit and cooperation as well as a willingness to work so that the company can achieve the best results from subordinates (Corlett, S. & Forster, G., 2004 p. 267).

Laissez-faire type of leadership style

This is the leadership style where the employees are given authority performing the tasks on their own or i can say without any supervision. So the employees are responsible on whatever including some responsibilities that need to be handled by the managers.

This is good and has positive impacts on the performance because the moment this style is practiced in a company employees gain the confidence on their jobs and so they can work efficiently and effectively. This is done consciously by the management after observing and sees the employees can work on their own.

On the other hand this has a negative impact on the performance especially when some matters are beyond the employee’s capability to decide and at the same time the managers are less concerned. For instance issues like complaints which need maintenance, employees can only report the problem but cannot solve that’s why companies have managers. Maintenances need management to plan and budget for them not a receptionist or a housekeeper. So when the managers are less concerned and the employee has nothing to do it remains normal problems customers complain about, and sometimes it gives employees hard times with full of stresses that in one way to another cause low and poor performance. For instance the situation whereby the same customers visit the hotel and find the same problem, sometimes with the same receptionist.

“The first step in improving the performance of leaders is to build sufficient organizational capabilities to grow this important asset” (Hall, W.B. 2008 p. 137).

Managements must care about employees in all departments because if some are not directly meet and save customers they play part in supporting those who directly serve customers especially front line staff who are mostly responsible for the moments of truth. I like and I support Carlzon idea that, “If you are not serving the quest, your job is to serve those who are” (Carlzon, 1987 p. 4). This proves the truth that each person in each position plays a great role. This means, if one is a cleaner she/he plays great role of cleaning, who is a manager will seat in a clean and well arranged place comfortable to perform daily responsibilities. So all employees from all departments everyone with own responsibilities are interdependent and so every staff must be valued on his/her position. Good management is the one which take these into account and be the first one to respect and build an efficient and effective working team. Automatically employees adopt.

Leadership also play great role on overall employee leadership by creating environment that encourages the development of skills, learning and openness so that everyone belonging to the team can participate in the deployment of financial and human resources. Again leadership attempt to reduce employee dissatisfaction as it is related to employee’s motivation, interpersonal behaviour and the process of communication which is very important to be effective within the working team members (Corlett, S. & Forster, G., 2004)

“Leadership is vitally important at all levels within the company, from main board to the shop floor. Leadership is the moral and intellectual ability to visualise and work for what is best for the company and its employees… The most vital thing the leader does is to create team spirit around him and near him, not in a schoolboy sense, but in realistic terms of mature adults…To be effective leadership has to be seen, and it is best seen in action” (Sieff, M. 1991 p. 133).

Empowerment

Definitions.

Empowerment is a management philosophy that allows work people to take on responsibilities that were once the prerogative of management. (Boella, J. M, 2000 p. 41).

According to Baum T. (2006), “Empowerment is a concept that originally comes from the notion that the individual can take charge of decisions within his or her own life, has, arguably, been hijacked by those more interested in its application as an organizational tool”.

Generally, empowerment is the situation where the people empowered get or gain the ability to do things on their own, if its work they become confident to perform responsibilities efficiently and effectively with less or no supervision.

Strategies of empowering employees

Organizations use different strategies’ in empowering their staffs depending on the nature of the works. For example, in hospitality and tourism industries, according to Fitzsimmons, A. & Fitzsimmons, J. (2006), many senior managers believe that, people want to do good work and they can do so if given opportunity and to get the opportunity is to be empowered. For instance Service master, Marriott and Dayton Hudson, are one of the companies the Senior managers believe this and they have all decided to empower their staff through committing themselves to do the following;

Invest in training people as a main resource than on machines. This is very true because managers have to understand that, although technology is developing and changing everyday to the extent that human being works are replaced by machines still the human resource is the main resource to depend on. Therefore, in order to improve the quality of service delivered people need to have skills on the machines and they must be up to date according to how the technology changes. For instance currently in many hospitality and tourism industry there is use of OPERA system mostly in the front office. And as the technology change always in case there is another system which can be more useful than OPERA the company can still invest in training its employees. Trained staff can be given authority in different daily business operations.

Use of technology to support contact personnel rather than to monitor or replace them, consider the recruitment and training of contact personnel as critical to the firm’s success and to link compensation to performance for employees at all levels.

Importance of empowering employees

When employees are empowered apart from being able to do good work as they wish, it helps them to be able to behave within the boundaries of working environment as a team where they lose any sense of individualism and selfishness which may affect working effectively as a team.

Empowerment as a key toll of any management makes employees confident in decision making. For instance, customer’s complaints need immediate positive solutions. Therefore if employees can decide wisely before running to managers it is more important and potential to the company.

Labour turnover

Labour turnover can be defined as the total number of leavers expressed as a percentage of the total number of employees in a department, unit and/or organization. (Boella, J.M. 2000 p. 166).

Employee retention means the situation where the employees stay working in a company for such long time unlike labour turnover where every time employees resign and the management find itself employing new people all the time.

Employee retention is very important as it is one of the major factors to reduce expenses the company might encounter. This is because if a company can retain its employee means it won’t be spending money in recruiting and selecting of new employees. Also companies which have high labour turn over spend a lot of money to invest on the employees who for one reason to another works for the company for a short time. Example, company can send employees for training paying for their fees, transport and all other expenses including payments while absent at work, but the same employee can leave the company soon after. The company can benefit if this employee’s knowledge can be utilized in the company’s development and it can only be possible if the company can retain its employees.

Also most of the time having employees who have experience with the company is very important because they already know what is supposed to be done, what the company expects from them and such kind of things. This contributes to high performance as the company is having strait forward and focused employees. But when employing new people it costs company not only money but also time to train them until catching up with the system of the company.

It is also advantage to retain employees because instead of Human resources department being busy employing, will be busy in other development strategies and plans for the benefit of both the company and the employees. For instance improving and updating the company policies to match with the economic, social, technological and cultural changes for more and quality service delivery which is the key focus in hospitality and tourism industries.

Companies can retain employees through different ways including the following;

Bonuses, companies can budget for bonuses to employees according to the performance individually, in groups or departmentally. This can be done monthly or yearly referring to the company’s policies. This has been one way companies can retain their employees. When they perform well they know and so by been given bonus, they feel motivated and encouraged that the company also care about them. For example, I ever worked with a hotel where employees strike and some terminate their contracts, the main reason was, for a continuous period of four months they worked very hard serving people for conference which brings a lot of money to the company, so they expected to be given something and by the time the company was not yet decided to do so, they lose patient and left their jobs. Although they were not right as the company was still in plan to reward them, but it make me lent that employees like to be appreciated when they do better.

According to Nickson, D, 2007, “The use of “retention bonuses” to influence employees to stay is one way of avoiding the development of a “turnover culture”.

Job rotation can also be the best way of retaining employees. This has been a best way in tourism and hospitality industries due to the nature of their jobs. Sometimes an employee can be tired with being a waitress for example but still need to work with the company so when changed to another department like house keeper or reception feel happy and so can stay and work. Also changing working environment from one department to another give an employee more exposure and interest of working, as he/she doesn’t feel bored staying in one place. This is a good example I have seen LSC some employees today you will find her in registration office, tomorrow in the library. This is good and it is much better to be practiced in hospitality and tourism industries due to the fact that the service in these industries is unpredictable and it depends to the daily arriving guests.

Again the solution for employee retention mostly depend on the reasons that cause high employees turnover like low wages, working in poor and unsafe environment, poor management.

Some geographical and subsector areas, tourism and hospitality provides an attractive with high status of working environment, competitive salaries and good working conditions, which is obvious highly demanded by employees and it is good in maintaining low staff turnover (Nickson, D, 2007 p. 2).

This is very true to the companies that manage to maintain all those status especially it is applicable in big hotels and good example is Mandarin Oriental Hotel Bangkok which is characterized by low labour turnover. On the other hand the issue of competitive salary still employees in many tourism and hospitality industries are experiencing low salaries. According to Boella (2000), this is because of the nature of the industry’s operations which does not allow the companies to pay high salaries.

This has been the reason for staff turnover because everyone wishes to work with a company which offers competitive salary, therefore when they find another company offers more salary they are attracted and so it has been like life circle for employees in hospitality and tourism industries moving from one industry to another.

Everyone likes to work in a good and safe environment with a competitive pay at least equivalent to what they do. Sometimes, employees might not be satisfied with the low salary but enjoying their job and willingful to work only because the working environment is safe and attractive as well as if the employees within the company have good working relationship.

More over companies can retain customers by having company policy which encourages motivation to employees. Motivation can be through appreciating when staff did well, giving bonuses, paying them on time, listening to their problems, giving them opportunity to participate in discussions and in decision making, bonuses, rewards, promotion, internal recruitment to give priority to the staff.

Generally, there is no leadership style that can be used as a model to be practiced in all companies, rather it depends on different factors including the nature of the company, economic, social, political and cultural factors. So we can find leadership style differ from one company to another, place to place, country to country. Good leadership is the one which achieves efficient and motivated staff to deliver a high quality service to their customers and who can work together as an effective team. And this plus retaining customer depends on how employees are motivated in different ways, like, being empowered, appreciated when they have gone extra mile in service delivery, being promoted, trained, bonuses and those alike. Also Managers have to consider that everyone has a contribution to the company’s growth everyone on his/her own position and so they have to be first ones to encourage effective working spirit among them as a result employees will automatically adopt, learn and grow in that spirit. And lastly, leadership has a big role on overall employee’s performance. Leadership plays great role in motivating employees in one way to another.

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History And Importance Of Tourism And Hospitality Industry

Introduction

Analysis of hospitality industry

Characteristics of a good hotel

Features of business Within the Hospitality Industry

Accommodation in the hospitality industry

Food and beverage in the hospitality industry

Travel and tourism in the hospitality industry

Entertainment in the hospitality industry

Internal Factors

PESTLE analysis of Triumph Hotel

Economic impact

Social impact

Environmental

Analysis of tourism industry

Characteristics of Tourism Industry

Patterns of demand and tourism indicators

The driver behind the emerging forms of tourism

Definitions of ‘tourist’ and ‘tourism’

Conclusion and Recommendation

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History, tourism

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INTRODUCTION

INTRODUCTION PART

First part: Human Resource challenges and issues

Recruitment

High turnover