Reviewer for Micro Perspective of Tourism Hospitality

Tourism - Tourism comprises the activities of persons traveling to and staying in places outside their
usual environment for not more than one consecutive year for leisure, business and other purposes not
related to the exercise of an activity remunerated from within the place visited. (UNWTO)

Hospitality - The act of kindness in welcoming and looking after the basic needs of guests or strangers,
mainly in relation to food, drink and accommodation. Derived from the Latin word “hospitare” meaning
to “receive as a guest”. Comes from the word “hospice”, an old French word meaning “to provide
care/shelter for travelers”.

Hospitality Industry - Include the companies or organizations which provide food and/or drink and/or
accommodation to people who are away from home.

System - A group of interrelated, interdependent and interacting elements that together form a single
functional structure.

Primary elements in the Tourism System:

1. At least one tourist

2. At least one tourist-generating region

3. At least one transit route region

4. At least one tourist destination region

5. A travel and tourism industry

TGR

 The places where trips begin, where people (tourists) start their journey. (Origin)

 TGR represents the generating market for tourism and, in a sense, provides the “push” to
stimulate and motivate travel.

TRR

 An intermediate zone where the principal travel activity of tourism occurs, distinct from visit
activity in destinations. It includes the intermediate places which may be visited “en route”.
 TDR

 At the destination, the full impact of tourism is felt and planning and management strategies are
implemented.

 The “pull” to visit destinations energizes the whole tourism system and creates demand for
travel in the generating region.

TTI

 The sum of the industrial and commercial activities that produce goods and services wholly or
mainly for tourist consumption.

MOTIVATION MODELS

• Crompton: Push-Pull Model

• Maslow’s Hierarchy of needs

CROMPTON’S PUSH-PULL MODEL

• This model emphasizes that the choice of destination of a tourist is driven by two forces: push
and pull.

• The first force, push, pushes a tourist away (from home) and the second one, pull, is a region-
specific lure that pulls a tourist towards a destination.

MASLOW’S HIERARCHY OF NEEDS

• This theory by Abraham Maslow in his 1943 work, “A Theory of Human Motivation,” explains
that as humans meet basic needs, they seek to satisfy successively higher needs that occupy a
set of hierarchy.

Description of the Different Human Needs by Maslow

Physiological Needs Need to breath, need for water, need to eat, need to dispose of bodily wastes, need for
sleep, need to regulate body temperature, and need for sexual activity, body comfort,
and exercise, etc.
Safety Need for security of employment, revenues and resources, need for physical security
(safety from violence, delinquency, aggression), need for moral and physiological
security, need for familial security, need for security of health

Love / Belonging Need for friendship, sexual intimacy, having a family and need to belong in a group.

Esteem Need to be respected, need for self-respect and need to respect others, need for
recognition, need for activity that gives the person a sense of contribution and self-value.

Actualization Need to make the most of one’s unique abilities and need to strive to be the best.

TOURIST TYPOLOGY

• Plog’s Psychocentric-Allocentric Model

• Cohen’s Tourist Typology

Stanley Plog’s Psychocentric- Allocentric Model

• Stanley Plog classifed tourists along a continuum with allocentrics on one end and
psychocentrics on the other end.

• Generally, allocentrics seeks adventure while psychocentrics seek the comfort of familiar
surroundings in their tourism experiences.

Cohen’s Tourist Typology

• Eric Cohen categorized tourist into:

1. Organized mass tourist

2. Individual mass tourist

3. Explorer

4. Drifter
 • This is similar to Plog’s model wherein psychocentrics are further divided into organized and
individualized and the allocentrics into explorers and drifters.

Cohen’s Tourist Categories

The organized mass tourist

• package tour fixed itineraries, planned stops, guided organizers making the decisions

• Familiarity at a maximum and novelty at a minimum

The individual mass tourist

• Tour not entirely planned by others. Tourist having some control over his/her itinerary and time allocations

• Major arrangements made through travel intermediary

• Tourist remaining largely within the environmental bubble of home country ways and mixing little with locals

• Dominant familiarity

The explorer

• Tourist usually planning his/her own trips and trying to avoid developed tourist attractions

• Desire to mix with locals but still protected within the environmental bubble.

• Dominant novelty, tourist not fully integrating with locals

The drifter

• Tourist plan their trip alone. Tourists avoid tourist attractions and live with the locals

• Almost entirely immersed in the host culture, sharing its shelter, food and habits

• Novelty is dominant and familiarity disappears.

TRANSPORTATION

• Fundamental component of the tourism industry

 • Facilitates mobility and the movement of tourists from their place of origin to their destination
and back.

• Tourism and transportation are linked. As world tourism increases, additional demands will be
placed on the transportation sectors.

COMPONENTS OF THE TRANSPORTATION SYSTEM

1. The Way

2. The Terminal

3. The Vehicle

4. The Motive Power

THE WAY

 The medium of travel over which the vehicle operates

 Could be purely artificial (roads and railways) or natural (air or water)

 The availability of the way is very important and requires unscheduled delays

THE VEHICLE

 Facilitates the travel

 Nature of vehicles affected by factors:

1. Travel demand

2. Technological developments

THE TERMINAL

 Public transport terminal gives the passenger access to the vehicle

 Act as an interchange between different modes of transport

 The design and the amenities offered depend heavily upon the type of journey and mode of
transportation involved as the length of time spent at the terminal

 Basic requirements: toilet facilities, light refreshments, other retail activity

THE MOTIVE POWER

 Any source of energy used to produce motion.

AIR

 Transport of passengers in the shortest time

 Avoids spending time and money en route

 Preferred means of travel for long haul

 Ground services and the terminal facilities are more advanced and sophisticated than other
modes.

Airline

A company that provides air transport service for traveling passenger and freight. 

AIRLINE Category of service

1. Scheduled services

Those which operate to a clearly defined, published timetable, irrespective of whether a flight is full or
not.

2. Charter services

Do not operate according to published timetables. Instead, the aircraft is chartered to intermediaries
(often tour operators) for a fixed charge and those intermediaries become responsible in selling the
aircraft seats.

3. Air Taxi services

Privately chartered aircraft accommodating 4 to 18 people, used by business travelers. They offer
advantages of convenience and flexibility as routings can be tailor-made for passengers.

CAR

• Invented in Germany but became America’s obsession

 • Could be owned or rented

• Widely neglected in tourism studies because it is an accepted part of everyday life.

COACH/BUS

• A type of vehicle used for conveying passengers on excursions and on longer-distance intercity
bus service.

• Coaches often have a luggage hold that is separate from the passenger cabin and are normally
equipped with facilities required for longer trips, including comfortable seats and sometimes a
toilet.

Importance of Water Transportation

 It is the cheapest and the oldest mode of transport

 Largest carrier of freight in the world

FERRY

 A merchant vessel used to carry passengers, and sometimes vehicles and cargo, across a body of
water.

• Ferries form a part of the public transport systems of many waterside cities and islands.

The Department Of Transportation (DOTr)

• The primary policy, planning, programming, coordinating, implementing and administrative

entity of the executive branch of the government on the promotion, development and
regulation of a dependable and coordinated network of transportation systems, as well as in the
fast, safe, efficient and reliable transportation services.

Land Transportation Office (LTO)

• Responsible for all land transportation in the Phils. especially implementing transportation laws,
rules and regulations.

• Functions: inspection & registration of motor vehicles, issuance of License and permits
LTFRB or Land Transportation Franchising and Regulatory Board (LTFRB)

• Responsible for promulgating, administering, enforcing, and monitoring compliance of policies,

laws, and regulations of public land transportation services.

• To determine, prescribe, approve & periodically review & adjust reasonable fares, rates and
other related charges relative to the operation of public land transportation services.

TOLL REGULATORY BOARD (TRB)

• Regulates all toll roads in the Phils.

• Authorized to enter into contracts with qualified persons for construction, operation and
maintenance of toll facilities.

• Exercises jurisdiction over the following toll facilities: NLEX, SLEX, CAVITEX, Skyway, STAR, SCTEx,
etc.

PHILIPPINE NATIONAL RAILWAYS (PNR)

• A state-owned railway company operating a single line of track.

• As of 2016, it operates commuter rail service in Metro Manila and local services Sipocot, Naga &
Legaspi in Southern Luzon.

LIGHT RAIL TRANSIT AUTHORITY (LRTA)

• A public transport operator in-charge of operating & maintaining the Manila Light Rail Transit
system composed of LRT-1 and LRT-2

METRO RAIL TRANSIT CORPORATION (MRT)

• A private consortium responsible for the maintenance of the Manila Metro Rail Transit System.

• It runs MRT-3 in coordination with DOTr.

MARITIME INDUSTRY AUTHORITY (MARINA)

• An agency of the Phil. Government responsible for integrating the development, promotion and
regulation of the maritime industry in the Phils.

PHILIPPINE COAST GUARD (PCG)

 • An armed and uniformed service tasked primarily with enforcing laws within the Phil. Waters,
conducting maritime security operations, safeguarding life and property at sea, and protecting
marine environment and resources

PHILIPPINE PORTS AUTHORITY (PPA)

• A government owned corporation responsible for financing, management and operations of

public ports throughout the Phils. except the port of Cebu.

Civil Aviation Authority of the Philippines (CAAP)

• National aviation authority of the Phils. and is responsible for implementing policies on civil
aviation to assure safe, economic and efficient air travel.

• It also investigates aviation accidents via its Aircraft Accident Investigation and Inquiry Board.

Civil Aeronautics Board (CAB)

• A government agency of the Phils. tasked to regulate, promote and develop the economic
aspect of air transportation in the Phils.

• The board has supervisory and jurisdictional control over air carriers, general sales agents, cargo
sales agents and airfreight forwarders.

Manila International Airport Authority (MIAA)

• Government agency in the Phils. responsible for the management of NAIA.

AIR

Pilot – in-command of the airplane, responsible for making major command decisions, leading the crew
team, managing emergencies & handling troublesome passengers.

Flight Attendant or Cabin Crew – responsible for the safety & comfort of the passengers.

Reservation Agents – link between telephone inquiries and the computer terminal. Answer questions
on flight schedule, seat availability, and make reservations.
Ticket Agents – work at airport ticket counters and in central ticket offices answering questions about
fares and schedules, selling and issuing tickets, issue boarding passes. Ticket agents are in direct contact
with the public.

Passenger Sales Agent – maintain contact with the travel agents and tour operators to keep them
informed on the latest airline promotions.

Gate Agent – assists passengers, checks flight tickets, and verifies names on passenger manifests at
entrance gates when boarding or disembarking the aircraft.

WATER

• The Captain – In charge of all the ship’s operation.

• Deputy Captain – In charge when the captain is busy.

• Chief Engineer – In charge of all mechanical operations.

• Chief Medical Officer/Doctor – Looks after the health of the passengers.

• Communications Officer – Oversees all shipboard communication system.

• Hotel Director – The manager of the cruise hotel.

• The Purser – The hotel’s front desk manager.

• Shore Excursion Manager – In charge of operating and booking port-based packages.

• The Cruise Director – Oversees the entertainment and informational opportunities on-board.

• Executive Chef – Controls the kitchen and supervising the preparation of all food and beverage.

• Food and Beverage Manager – Watches over the serving of meals and beverages.

• Head Housekeeper – In charge of up-keep and cleanliness in the ship.

ACCOMMODATION INDUSTRY

TRADITIONAL

Hotels
--International

--Commercial

--Resort

--Rostel

--Flowing Hotels

--Heritage Hotels

--Boarding Houses

Motels

--Tourist Cabinets or Camps

--Tourist Court

--Roadside Motel

--Resort Properties

--City Motels

SUPPLEMENTARY

--Sarais/Inns

--TouristBungalows

--Dak Bungalows

--Circuit House

--Railway Retiring Rooms

--Traveller’s Lodge

--Boarding House

--Paying Guest Accommodation

--Youth Hostels
NEW CONCEPT

--Condominiums

--Time Sharing

--All-Suite Hotels

--Pensions

--Paradors

--Camping Grounds/

Tourist Camps

--Farm Houses

--Villas/Chalet

--Eurotel

--Apart Hotel

Engineering department

Responsible in repairing and maintaining the plant and machinery, water treatment and distribution,
boilers and water heating, sewage treatment, external and common area lightning, fountains and water

features etc.

Security department

Literally to protect the guests and staff of the hotel, including all their property. Secondarily the security
departments role in a hotel is to secure the actual premises, and the property of the Hotel itself. Hotel
security depts. usually use preventative tasks such as patrolling, monitoring CCTV, and investigating.

Accounting department

Typically, often include invoicing customers, accounts receivable monitoring and collections, account
reconciliations, payables processing, consolidation of multiple entities under common ownership,
budgeting, periodic financial reporting as well as financial analysis. Also common are setting up
adequate internal controls for all business processes (to prevent theft/misappropriation of assets),
handling external audits and dealing with banks in order to obtain financing.

Human Resource department

Responsible for recruitment, selection, orientation, training, development, promotion, administration of

compensation and benefits of employees. HR also serves as a progressive voice in a common system and
strives to ensure competitiveness in the conditions of service for staff.

Food and Beverage department

It is responsible for supplying food and drink to the members of an organization and its guests. Food and
beverage departments have employees with multiple dining-related roles, including bartender, barista,
server, cook, chef, hostess, dining room server, food service attendant and dishwasher.

HOUSEKEEPING DEPARTMENT ORGANIZATIONAL STRUCTURE

Issues and Trends

1. Catering to millennials

2. Technology Explosion

3. Influx of international visitors

4. Increased emphasis on health and well-being

5. Need for seamless technology

6. Sustainability rules

7. New roles for staff

8. Online Travel Agency

9. Virtual Communities