Welcome-English-for-the-travel-and-tourism-industry. Uploaded by. J. Villegas Muñoz. Download with Google Download with Facebook or download with email. Welcome! English for the travel and tourism industry. Student's Book. Leo Jones. Cambridge. Professional. English. CAMBRIDGE. UNIVERSITY PRESS. Student's Book: English for the Travel and Tourism Industry. Home · Welcome! Size Report. DOWNLOAD PDF English for Negotiating Students Book (Audio).
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Welcome! English for the Travel and Tourism Industry Student Book - Download as PDF File .pdf) or read online. PDF | The textbook entitled Basic English for Tourism: Listening and It includes three different chapters as follow: Customer Service, Tourism Sector and Hospitality. You are a travel clerk giving information to a customer. PDF | This book is a collection of essays on the English specific to the Tourism Industry addressed to English as a Global Language in the Tourism Industry: A Case Study English Borrowings in the Romanian of Tourism (Travel Agencies).
Often service failures are not the fault of front-line staff, and at times, may not even be the fault of the business. Failure may be the result of an error made by another employee, by the guest him- or herself, or by a technical error.
Regardless of where the problem originated, when customers bring it to the attention of the staff, they have certain expectations for resolution.
Sometimes they simply want to vent.
They want to know that the employee or manager is listening and cares. An apology. In some cases a sincere apology is enough. A solution. Typically customers bring issues to the attention of staff because they want them fixed. Upset customers are looking for compensation, but not always.
Skilled service recovery is especially important in the age of social media. While service recovery is a critical skill, all tourism and hospitality professionals should approach each encounter with the goal of providing remarkable service.
The next section explores how this is accomplished. Exceeding Expectations with Remarkable Service Figure 9. There is no formula for remarkable service.
It will depend on the type of customers, the nature of their visit, and the things they value. Providing good service is about understanding, recognizing, and anticipating the needs of customers and working hard to meet or exceed them. In order to exceed expectations, your organization must be on the alert for opportunities to provide remarkable service WorldHost Training Services, In fact, the opportunities of social media reviews and ratings far outweigh the risks.
These companies effectively read review sites such as TripAdvisor, Yelp, and others and respond to guest comments both good and bad. Many factors contribute to how people rate businesses, including value, quality, and convenience.
More than anything, however, service influences customer impressions. Whereas a lapse in quality or convenience can be overcome with excellent service, it is especially challenging to overcome the effects of bad service.
Tourism and Hospitality Human Resource Support A number of organizations support the training, development, and credentialling of tourism and hospitality professionals at both the national and provincial level. Provincially, the organization go2HR serves to educate employers on attracting, training, and retaining employees, as well as hosts a tourism job board to match prospective employees with job options in tourism around the province.
Educational Institutions British Columbia is home to a number of high-quality public and private colleges and universities that offer tourism-related educational options. Training options include certificates, diplomas, and degrees in adventure tourism, outdoor recreation, hospitality management, and tourism management.
Through these educational opportunities, tourism professionals can earn a range of credentials and certifications that not only boost their confidence, but have proven benefits to employers seeking fresh ideas and potential leaders for their organizations.
Conclusion Figure 9. Essentially, employers get out of training what they put into it, often by attracting and retaining better, more motivated employees. Ultimately, this investment results in a better customer experience with improved levels of customer loyalty and organizational profitability. Prudent employees seek employers who value investment in training.
We know there are a variety of ways to ensure quality of service and recover when things go wrong. And when a complaint is expertly handled, the customer can be converted from a potential social media detractor to a loyal advocate for the business. Chapter 10 highlights the important role the tourism industry can play in either preserving, or damaging, our natural assets.
On a scale of 1—5 with 5 being highest rate yourself on the following customer service skills. You can use a recent customer interaction or one from a previous service role. Add any other criteria that relate specifically to your position.
Treat all customers with courtesy and respect. Create a positive first impression for all customers. Communicate clearly when sharing directions or information. Be aware of the impact of voice and body language during communications. Use open-ended questions to clarify.
Listen in an active and engaged way. Listen without judgment to gain understanding. Demonstrate empathy to customers. Take initiative to deal with challenging situations. Solve problems effectively. Provide positive recognition to customers.
Provide constructive feedback using assertive language. Look for ways to improve as a customer service professional on an ongoing basis. Look for ways to provide remarkable, out-of-the-ordinary service on an ongoing basis.
What are three key benefits of customer service training for employers? What are three benefits to employees? What kinds of training and credentials are available to tourism and hospitality professionals? What are some of the benefits to both employees and employers of these credentials?
Take a moment to list all of the loyalty programs you belong to using cards from your wallet or apps on your phone. Next to each, write the following: the reason you joined the program, the benefits you receive from it, and your estimate of the benefits the issuing company receives.
Name five instances in which a guest might interact with each of the following types of tourism and hospitality business: a. A tour operator c. An airline d. A ski resort 7. Choose a tourism business, hotel, or restaurant that has received excellent reviews, and determine which comments can be linked either directly or indirectly to the quality and level of employee training and customer service. Refers to a hotel, Airbnb, Hostel or any other places that provide rooms for rent.
Examples of such activities include kayaking, bike riding or arts and crafts, among others. A major trade organization for this industry is the Adventure Travel Trade Association. AGENT A business that is mainly focused on reselling tours and activities in exchange for commission fees.
For instance, a hotel might have an affiliate restaurant. The restaurant is owned and operated by the same company but is managed by different people.
Tour and activity operators should consider the size of their current company and expected growth before deciding to use this payment gateway for booking amongst Chinese travelers.
For example, the Rezdy Android app gives you access to the information you need to run your tours and activities smoother. APP An app is a small software program that can be downloaded to a smart phone or tablet. It allows users to interact with businesses, play games and perform tasks on their mobile device.
Apps are typically available either for free or for download on the Apple App store or the Android App Market. Artificial Intelligence technology can perform a variety of tasks, ranging from communicating with a device user, translating a language or making a decision. In augmented reality experience, the user can make a decision and then experience a version of that world that results from their choice. With Rezdy, you can automatically generate these emails to give your customers peace of mind or alternatively, you can trigger emails that you have set up in third party services like MailChimp.
Automated payment is a service where commission fee payments between tour operators and agents are automatically managed. For example with Rezdy, tour and activity operators can automate processes such as emails and payments which can save time and a surprising amount of money. They are often run by an innkeeper and offer a home-away-from home feel for visitors. Expect cozy accommodations and home-cooked meals. A modern booking software should allow you to quickly and visually update your calendar if necessary, so your visitors cannot book online for the day.
A blog is a website where people regularly publish information, either personal or professional. Most directories include references to all different types of businesses, from tourism-related businesses to service providers such as laundromats, mechanics and restaurants.
The accompanying payment can either be fully, partly or completed at fulfillment of the booking.