d2.tcc.cl1.07 slide 1. subject elements this unit comprises three elements: source current...

DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE

D2.TCC.CL1.07

Slide 1

Subject Elements

This unit comprises three Elements:

Source current information on the tourism industry

Source information on compliance and related issues which impact on the tourism industry

Use sourced tourism industry information

Slide 2

Assessment

Assessment for this unit may include:

Oral questions

Written questions

Work projects

Workplace observation of practical skills

Practical exercises

Formal report from supervisor.

Slide 3

Element 1:

Source current information on the tourism industry

Slide 4

Source current information on the tourism industryPerformance Criteria for this Element are:

Identify sources of information on issues of economic, political and social significance, and obtain such information

Identify sources of information on tourism industry statistics and trends, and obtain such information

Identify sources of information on the relationship between the tourism industry and the role of the local community/ies, and obtain such information.

Slide 5


Identify sources of information on tourism markets and their relevance to market segments, and obtain such information

Identify sources of information on the nature of the relationship between tourism and other industries, and obtain such information

Identify sources of information on different tourism industry sectors, their inter-relationships, the services available, and obtain such information.

Slide 6


Identify sources of information on major tourism industry bodies, and obtain such information

Identify sources of information on specific features of the local/regional tourism industry, and obtain such information

Identify sources of information on environmental issues, and obtain such information

Identify sources of information on career opportunities within the tourism industry and the allied roles and responsibilities of staff, and obtain such information.

Slide 7


Identify sources of information on work organisation and time management in the tourism industry, and obtain such information

Identify sources of information on quality assurance in the tourism industry, and obtain such information

Identify sources of information on current and emerging tourism industry technology, and obtain such information.

Slide 8

Introduction - tourism industry

What is tourism?

What is in the tourism industry?

What does it provide?

Who uses tourism?

Slide 9


Tourism involves all activities that take people away from their usual place of residence for any reason

Common reasons include holidays, recreation, business, visiting and experiencing new cultures and to visit family and friends

Any business that is utilised during any part of travel is associated with the tourism industry

(continue)

Slide 10


The tourism industry is one of the largest industries in the world and for many countries is its major economy and employer

Industry knowledge is a vital pre-requisite for effective performance within the industry.

Slide 11

Sourcing tourism information

It is important in the tourism industry to have up-to-date information so you can:

Talk to customers about industry specific events, trends and happenings

Plan your career

Update your knowledge and skills

Maintain a professional interest

Communicate effectively

Learn new techniques.

Slide 12

Sources of tourism information

There are a number of sources that will be a great starting point to get an overview of the industry as a whole.

Colleagues, supervisors and managers

Representatives

Developing your own industry network

Conferences and seminars

Product launches

Internet.

Slide 13

Tourism topics

We will look at a range of topics that are important to the tourism industry.

We will explore:

The topics themselves

Where to find information.

Slide 14

Global tourism topics

Firstly, lets look at some ‘global’ tourism topics:

Economy issues

Political issues

Social issues.

Slide 15

Economic issues

Primarily an economy consists of the economic structure of a country or other area

It is a true measure of the success of a country and is the backbone for generic advancement.

What are the major economic issues that impact on tourism?

Slide 16

Economic issues

An economy comprises the utilisation of resources including:

Labor

Capital

Infrastructure

Geography

Ecology

(continue)

Slide 17

Economic issues

Natural and land resources

Manufacturing

Trade

Distribution

Consumption of goods and services.

Slide 18

Economic issues

An economy is based on the concept of supply and demand:

What is supply?

What is demand?

How do they affect each other?

Slide 19

Economic issues

Demand

When looking at the economy as a whole demand is driven by:

The need for people to travel

Their financial means to do so.

Slide 20

Economic issues

Demand

Demand, in relation to the tourism industry, is influenced by:

Necessity

Employment

Inflation

Disposable income.

Slide 21

Economic issues

Demand:

Costs of goods and services

Opportunity costs

Basic needs and wants

Marketing and promotions.

Slide 22

Economic issuesDemand in Asia

Demand for travel within the Asian region is strong, with many people seeing Asia as a growing tourism market for a number of reasons:

Strong economic growth markets

Ease of travel

Large population base

Greater demand for ‘localised’ travel

Cheap package and transportation options

Cheaper products and services within Asian countries. Slide 23

Economic issues

Supply

If demand for tourism remains strong, therefore there is a need to supply resources to cater for the demand.

Slide 24

Economic issues

Supply

Some of these resources would be provided or funded by governments including:

Roads, airports and other transportation

Electricity, water and gas supplies

Basic services including hospitals, waste management, post offices and police.

Slide 25

Economic issues

Supply

There are many types of businesses, directly associated with tourism that would need to be developed or funded through private resources including:

Transportation

Accommodation

Food and Beverage

Attractions.

Slide 26

Economic issues

Supply

There are also many businesses, whilst not directly associated with tourism, would need to be developed including:

Retail shops

Pharmacies and doctors

Supermarkets

Suppliers for tourism operations.

Slide 27

Economic issues

Supply

The most important aspect of supply is people. Without a readily available workforce many tourism businesses would not be able to operate.

Therefore there is a need for:

Suitable quantities of workers

Education and training providers

Accommodation, meals and appropriate working conditions for workers.

Slide 28

Political issues

The influences of government, whether nationally or locally can certainly influence the demand and operations of a tourism organisation.

Slide 29

Political issues

Some political policies that would influence a tourism organisation include:

Fiscal Policies

Monetary

Wages

Exchange rates

Ease of travel

Legislative changes.

Slide 30

Social issues

Social significance relates to how a society deems something to be important in their lives.

In terms of tourism, more people work harder and therefore want to enjoy their relaxation time.

Slide 31

Social issues

Social trends show society has:

A better quality of life

Greater need for tourism products

Greater community pride

Great understanding and appreciation of the world

Increased appreciation of culture

Greater understanding of other people.

Slide 32

Finding information

Local government websites

Local community and council meetings

Economic and business websites

Legal journals

Industry publications

Newspapers

Internet research.

Slide 33

Tourism industry statistics and trends

Given the tourism industry is one of the largest industries in the world, it is not surprising to learn that they are numerous written materials devoted to industry news, trends and statistics.

Slide 34

Written materials

Trade magazines

Hotel school publications

Newsletters

Brochures

Advertisements

Reference books.

Slide 35

Internet

Some of the previous ‘written material’ sources are internet based however the internet is a great source of much more:

Suppliers

Industry associations

Government bodies

Specific properties.

Slide 36

Government bodies

Whilst ASEAN countries work collectively to achieve a

primary purpose of attracting tourism to the region as a

whole, each participating government will also have their

own websites and departments in which to collect

information.

Slide 37

Types of industry statistics and trends

Industry Statistics

Industry statistics are popular amongst both employees within the tourism industry and also end consumers.

Statistics prove a ‘snapshot’ of important information which can be examined and applied to:

Improve business operations

Attract new markets

Build confidence in the eyes of a consumer.

Slide 38


Industry Statistics”

Types of tourism businesses

Types and demographics of customers

Top destinations

Hotel occupancy percentages

Reasons for stays

Current industry information

Destination countries.

Slide 39


Industry Statistics:

Departure months

Length of stay

Type of organisation for the trip

Transport mode

Accommodation type

Expenditure

Popular tourist attractions.

Slide 40


Industry Trends

Understanding of current industry trends helps operators

within the tourism industry gain an understanding of what

may take in the future.

This helps to determine strategy and

develop a competitive advantage

over competitors.

Slide 41


Industry Trends:

Great comparison-shopping by consumers

Tourism related applications ‘apps’

Women-only floors

Budget lodging at private accommodation

Unusual one-off experiences and mini-vacations

App creators breaking throughlanguage barriers.

Slide 42


Industry Trends:

Websites offering personalized activities and tours

Radio-frequency identification (RFID) and near field communication (NFC) programs

Using smart-phones as room keys

Booking agents to overlay the social graph, asking users to sign in with their social media accounts for the opportunity to hand-pick desirable seating arrangements

VIP treatment at amusement parks.

Slide 43

Relationship between tourism and the communityThe tourism industry is often the backbone for economic growth in many cities and towns, especially in remote and tourist regions.

In many cases, tourism is the largest employer in a region, whether directly or indirectly.

It is important that tourism has an advantageous effect in a location, not a detrimental one.

Slide 44

Relationship between tourism and the communityPotential conflicts may occur including:

Resorts occupying the best natural locations, with limited access for the community

Noise or waste pollution

Negative environmental impact

Large influx of consumers draining resources of the community

Cultural clashes.

Slide 45

Relationship between tourism and the communityWays in which an organisation can benefit the community includes:

Employing staff from the community

Using local suppliers

Investing in the local community through a range of programs

Recommending community businesses.

Slide 46

Relationship between tourism and the communityTo be able to recommend community businesses, staff should have a thorough understanding of:

Local attractions

Shopping and retail areas

Events and festivals

Eateries

Supermarkets

Local transport

Activities

Places of worship.

Slide 47

Relationship between tourism and the communityThe best ways to gather community information includes:

Visiting local businesses and finding out what they provide

Talking to management and staff

Collecting and reading brochures

Keeping up with local media

Visiting the local Tourist Information Centre

Attending town meetings

Looking at notice boards in shopping centres.

Slide 48

Information on market segments

Tourism involves any travel taken by anyone away from their home.

This certainly leaves a diverse range of target markets in which to attract.

However no tourism organisations should try to attract each and every market segment.

You can’t be everything to everyone.

Slide 49

Types of market segments

Movement of tourists:

Outbound Tourists

Inbound Tourists

Domestic Tourists

International Tourists.

Slide 50

Types of market segments

Types of tourists:

Business

Leisure

Religious

Sporting.

What are the characteristics and needs

for each of these market segments?

Slide 51

Finding information on market segments

Formal feedback:

Customer comment cards

General Manager cocktail parties

Interviews and follow up calls

Meetings

Performance reviews.

Slide 52

Finding information on market segments

Informal feedback

This information may come in the form of ‘gossip’ or ‘through the grapevine’, however is the provider of the largest amount of feedback.

This includes:

General discussion

Observations.

Slide 53

Relationship between tourism and other industries

Many customers are new to a region or destination and

will often call upon your advise and expertise in

recommending a range of additional activities and

services during their visit.

Slide 54

Types of businesses

Some of these businesses may include:

Local attractions

Shopping and retail areas

Events and festivals

Eateries

Supermarkets

Local transport

Activities

Places of worship. Slide 55

Information regarding businesses

It is important that staff have a detailed understanding of these businesses including important facts relating to:

Summary information about the business

Opening and closing times

Key features and benefits

Costs.

Slide 56

Types of business relationships

Using local suppliers

Increase local recruitment, training and progression of staff

Strategic business partnerships

Support local businesses.

Slide 57

Relationship between different tourism sectors

Issues to monitor

You should seek to identify a wide range of issues such as:

Changing and emerging trends

New techniques and workplace practices

New equipment and technology

Initiatives relating to advertising, marketing and promotion

Market research information.

Slide 58

Relationship between different tourism sectorsIssues to monitor

Trends and selling prices of the products and services being offered by both your business and elsewhere throughout the industry

Activities the opposition is undertaking to attract customers or to meet competition in the market place.

Slide 59

Types of tourism industry sectors

Accommodation

Attractions and theme parks

Tour operators

Inbound tour wholesaler

Outbound tour wholesaler

Retail travel agents

Information services

Meetings and events

Corporate agents

Airlines.

Slide 60


Accommodation

This sector includes but not limited to:

Hotels and motels

Guest houses, and bed and breakfasts

Caravan parks and camping grounds

Resorts

Time share properties

Apartments, villas and cottages

Conference and exhibition centres. Slide 61


Attractions and theme parks

This sector includes but not limited to:

Museums and galleries

National parks, wildlife parks and gardens

Theme parks

Heritage sites and centres

Sport or activity centres

Aquariums and zoos.

Slide 62


Tour operators:

A tour operator typically organises sightseeing tours and accommodation in a particular destination or region.

Inbound tour wholesaler:

An inbound tour wholesaler packages products to form a trip for an overseas market travelling to your country.

Slide 63


Outbound tour wholesaler:

An outbound tour wholesaler negotiates product from International Suppliers for clients in your country travelling to an international destination.

Retail travel agents:

A retail travel agent is the go-between between the client and the wholesaler.

Slide 64


Local, regional and national information services:

These information services exist to assist the public and travel agents in obtaining knowledge and information on a particular region from the experts.

Meetings and events:

These companies organise meetings, conferences and major events by booking flights, accommodation, tours and the meeting facilities.

Slide 65


Corporate agents:

This sector tenders for travel accounts from large, medium and small sized businesses.

Airlines:

Airlines own the planes and sell seats to all sectors in the travel industry.

Slide 66

Major tourism industry bodies

A range of industry specific bodies have been established to cater to the needs of industry.

What tourism industry bodies do you know of?

Slide 67


There goal is to ensure the tourism industry:

Provides a safe and secure offering to its customers

Is regulated and operates in a legal and compliant manner

Provides quality products and services to its customers

Employs staff who have the necessary knowledge, skill relevant to the current industry needs and expectations.

Slide 68


Ministries of Tourism

The Ministry may co-ordinate special initiatives including:

Selecting and managing heritage sites

Dedication and allocation of government funding to tourism initiatives

Providing information on news laws and regulations

Establishing service excellence awards

Publishing and managing tenders for tourism projects.

Slide 69


Tourism Boards

The primary task of tourism boards is to coordinate the efforts of hotels, airlines and travel agents to develop the fledging tourism industry of the country.

Industry Authorities

Authorities are established, either by a government or working closely with government to provide services relating to the tourism industry.

Slide 70


Industry Associations

These bodies provide businesses with a variety of services which can include:

Representing the industry

Legal advice

Training

Industry standards and benchmarks

Cost savings.

Slide 71


Industry Unions

In the same way that industry associations represent the

interests of business, the unions represent the interests

of employees.

Slide 72

Special features of local tourism industryBusinesses must use the strengths of each other to:

Ensure a better experience for customers

Improve relationships and profitability of local businesses

Create ‘win-win’ scenarios.

Slide 73

Integration of tourism businesses

Encourage tourist revenue in the community

Many customers are seeking to maximise any travel by ‘experiencing’ what the local area has to offer.

‘Experiencing’ could mean:

Partaking in activities

Visiting local attractions

Buying local produce

Eating in local restaurants.

Slide 74

Integration of tourism businesses

Build relationships with local tourist businesses

As a starting point you may want to build suitable partnerships with:

Tourist Information Centre

Eateries

Retail outlets

Local arts and crafts

Tourist attractions

Tourist events.

Slide 75

Environmental issues

The role of tourism has always been to promote tourists

to visit attractions, many of which are natural.

It is also important that any impact of conducting

tourism activities in an area, leave the smallest

environmental footprint.

Slide 76


‘Sustainable tourism’ is based on the principles of sustainable development.

It is based on ‘minimising adverse impacts on local communities, heritage, landscapes, water resources, habitats and species while supporting social and economic development.

Slide 77


Sustainable tourism issues: Sustainable development

Protection or natural and man-made resources from inappropriate and insensitive development, poor planning and lack of zone management

Maintaining the cultural, social aspects and historical character of the community

Managing the implications of climate change

Ensuring sustainable, co-ordinated management and development of resources.

Slide 78


Sustainable tourism issues: Managing threats to biodiversity and natural

resources

Managing the increased generation of waste

Dealing with growing energy consumption and rising greenhouse gas emissions

Decreasing the environmental impact of tourism travel

Minimising the environmental impact of tourism related development.

Slide 79


Sustainable tourism issues:

Improving energy efficiency, waste management and water conservation and

Dealing with traffic congestion and damage to roads and other infrastructure

Resources conservation

Recycling.

Slide 80

Career opportunities

Tourism is a very diverse industry with endless career opportunities, whether directly employed in the industry or in a business that supports or benefits from tourism.

The industry provides great opportunities to work in exciting positions, throughout the region, county and internationally.

Slide 81


Seeking a career in the tourism industry:

Understand the industry

Understand the roles in the industry

Education

Develop a resume

Look at recruitment vacancies

Familiarise yourself with businesses

Make yourself known.

Slide 82


Seeking to improve your chances of promotion:

Talking with management and Human Resources to identify:

Required knowledge, skills, education or experience

Further training opportunities are present

Likely vacancies

The job roles and duties of higher positions.

Slide 83


Seeking to improve your chances of promotion:

Express your desire for progression:

Unless your manager knows you want to move to a higher position, you may be overlooked

Be pro-active and plant the seed in the mind of management

Ask your manager for additional responsibilities or tasks to improve your skill set to demonstrate your motivation towards promotion.

Slide 84

Work organisation & time management

As a staff member, it is important that you are able to complete the tasks that are assigned to you.

You are part of a bigger picture and what you do or not do, greatly affects other operations of a tourism business and more importantly the customer.

Slide 85

Work organisation

All staff members must know:

What is happening in the organisation

What you need to achieve

Achieve your tasks in a timely manner.

Slide 86

Work organisation

Organisational activities:

Special events

Weather

VIP and customer activities

Emergencies

Legal requirements

Local attractions, festivals and events.

Slide 87

Work organisation

Find out about organisational activities through:

Meetings

Briefings and debriefings

Memos

Emails

Conversations.

Slide 88

Work organisation

Identifying individual responsibilities and tasks:

Contract

Job Description

Standard Operating Procedures (SOPs)

Policies

Procedures

Daily Task Sheets

Direct requests

Observation. Slide 89

Time management

What is time management?

How do we use it?

Wikipedia defines time management as:

‘the act or process of planning and exercising conscious control over the amount of time spent on specific activities, especially to increase efficiency or productivity’

Slide 90

Time management

Common recommendations include:

Preparing a list of all activities to be performed

Identifying tasks by ‘1,2,3’ or ‘a,b,c’ to indicate their importance

Prioritising and completing important tasks first

Breaking time into small management chunks

Use of a timer when completing activities

Identifying and reducing time wasters

Having the ability to say no to people or tasks that are not a priority.

Slide 91

Quality assurance

What is quality?

How it can be measured?

Definition of quality can be described as a perception of value from the point of view of the customer.

Slide 92

Quality assurance

‘Quality assurance’ (QA)

This is a term used to systematically measure and compare aspects of operations within a business against operational standards of performance.

‘Total Quality Management’ (TQM)

This is a philosophy of management that is driven by customer needs and expectations to provide a process of excellence.

Slide 93

Quality assurance steps

Identify quality requirements and expectations

Decide the product (tangible and intangible) that will meet and exceed expectations

Establish standards of performance

Control the delivery to meet customer expectations

Implement a ‘Quality Control System’

Evaluating the quality of service provision

Comparison of performance against expectations

Investigation, recommendations and adjustments of products and services provided.

Slide 94

Tourism industry technology

The travel & tourism industry is all about connections

Connecting people, places and cultures

Using new technologies, social media, and social networks can help to foster the connections that we share.

Slide 95


Technology greatly impacts on all aspects of operations

The improvements in technology have been immensely beneficial for the industry

It has made the world a smaller place and made it easier for businesses to get in touch with customers.

Slide 96


The main ways technology can enhance the tourism industry are:

Streamline and speed up access and delivery of tourism services

Improve management and profitability of tourism operations

Enhance marketing of the industry as a whole and the businesses within it

Improve the relationships between tourism businesses and its customers.

Slide 97


Emerging technological trends:

Standardized set of XML messages for the distribution of tour and activity data

Short-term, purely spontaneous travel specials

Dedicated travel apps

Sharing of traveller’s personal information to simplify bookings.

Slide 98



Advanced travel search engines

Travellers to find activities and local content in a mobile optimized environment

Small business owners to access the business travel market

Hotels and resorts to communicate with guest through on property mobile before, during, and after their visit to the property.

Slide 99



Hotels manage their online reputation and social media

Friends to collaborate and plan trips together

Travellers research and decide where to go, where to stay and what to do.

Slide 100

Element 2:

Source information on compliance and related issues which impact on the tourism industry

Slide 101


Identify sources of information on legal issues, and obtain such information

Identify sources of information on ethical issues, and obtain such information

Identify sources of information on industrial and workplace relations issues, and obtain such information

Identify sources of information on current issues of concern for the industry, and obtain such information.

Slide 102

Legal requirements

The importance of complying with legal requirements cannot be strongly emphasised.

Failure to meet legally imposed obligations can result in fines (to you and the business) as well as a whole range of penalties including closure of the business.

Slide 103

General workplace rights & responsibilitiesEmployer responsibilities:

Complying with occupational health and safety regulations

Providing equal and fair services to all people in accordance with Equal Employment Opportunity (EEO) legislation

Paying relevant taxes and fees.

Slide 104

General workplace rights & responsibilitiesEmployer responsibilities:

Ensuring appropriate insurance is taken out to cover workers

Offering products and services that conform to what is advertised

Being a responsible corporate citizen and community member.

Slide 105

General workplace rights & responsibilities

Employee rights:

Being paid and working under conditions in-keeping with awards or other employment instruments

A workplace that is free from discrimination

A safe and secure workplace.

Slide 106

General workplace rights & responsibilitiesEmployee responsibilities:

Undertaking duties as they apply to their employment category

Not acting in a discriminatory manner towards their employer, colleagues or customers

Adhering to the regulations set out in Occupational Health and Safety (OHS) laws

Representing the best interests of the business.

Slide 107

General workplace rights & responsibilitiesEmployee responsibilities:

Working to the best of their ability

Keeping commercial information in confidence

Being responsible and accountable for all money received on behalf of the business

Obeying all lawful instructions from management.

Slide 108

Legal requirements

Laws

Laws are a set of principles, rules and standards established by parliament and enforced by the courts for the regulation of behaviour in society and the protection of members of society and their property.

What laws affect you in the workplace?

Slide 109

Legal requirements

Consumer protection issues

These traditionally address increasing the responsibility on business to protect the interests of the consumer from unconscionable activities and illegal action.

How can you ‘protect’ the consumer?

Slide 110

Legal requirements

Duty of care

This common law requirement reinforces the responsibility that all employers and businesses have to provide a safe workplace and to take appropriate care and action to make sure that staff, customers and members of the public are not injured while at the place of business.

How can you make the workplace safe?

Slide 111

Legal requirements

Equal Employment Opportunity

EEO legislation ensures people are not victimised or discriminated against of their age, gender, race, disability or sexual preference in the areas of:

Employment

Provision of products and services

What EEO practices can you introduce?

Slide 112

Legal requirements

Workplace relations

Existing HR legislation, systems, structures, terms and conditions of employment and instruments of employment are subject to amendment or repeal through the efforts of the government, employer bodies or unions.

What are examples of workplace relations?

Slide 113

Legal requirements

Privacy

Obligation on employees not to release confidential information about their customers without their express consent including:

Name

Address

Phone number

Buying habits

Marital status

Methods of payment

Purchases. Slide 114

Finding information on legal requirementsYou understand the legal requirements of your position and how to conduct your duties in a legal manner.

Update understanding of legal issues by:

Asking Human Resources

Asking Management

Research internet.

Slide 115

Ethical requirements

Legal vs ethical issues

What is the difference between:

Legal requirements

Ethical requirements.

Whilst ethical issues, may or may not be enforced by laws or regulations, there is a certain 'code' in which all businesses should operate under.

Slide 116


Confidentiality:

Details about security

Details about trade

Details about purchases made

Occurrences within the premises.

Slide 117


Commission levels:

All commissions should be paid promptly to businesses that direct business to your company and vice versa

Only approved commissions should be levied

Appropriate documentation should support both the receipt and payment of commissions

Negotiated commission levels should not be disclosed to third parties.

Slide 118


Overbooking

Overbooking is a common industry practice

Overbooking is a situation where the airline/property accepts bookings for more seats/rooms than are available, based on the history of ‘No Shows’ that they have experienced.

What are normal overbooking policies?

What happens if ‘everyone’ arrives?

Slide 119


Pricing:

Charging customers for all products and services that they can be legitimately charged for

Ensuring that prices quoted to customers are correct and not deliberately and misleadingly lower

Keep promises that are made in relation to prices.

Slide 120


Familiarisations

Promotional activities to make targeted people or businesses more aware of their what they have to offer.

They involve inviting a nominated person to fly, stay or tour free of charge to ‘experience’.

Slide 121

Industrial & workplace relations

Industrial and workplace relations explores all the aspects of workplace employment and is designed to protect the rights of:

Employers

Employees

How can we protect employers and employees?

Slide 122


Recruitment & Retention:

Recruitment trends – advertising, recruitment strategies

Retention trends – how to keep staff

Recognition and motivation

Performance measurement and management.

Slide 123


Termination of staff:

Types of termination

Performance measurement and management

Processes and steps for issuing warnings

Managing redundancy

Undertaking redeployment

Preventing, investigation and managing unfair dismissal

What should be done before transferring employees

Exit strategies and pay out provisions.

Slide 124


Workplace health and safety

This explores the rules and responsibilities of employers and employees:

Relevant aspects of OHS on employment law

Implementing OHS systems and procedures.

Slide 125


Workplace agreements:

Types of awards

Workplace agreements

Individual agreements

Changing awards with specific agreements

Employing people under agreements that differ to the relevant Award

Varying impacts of awards and conditions on industry or occupation.

Slide 126


Workplace agreements:

Leave provisions including sick leave, carer’s leave, parental leave and maternity

Parental rights and flexible work arrangements

Hours of work

Job classifications

Rates of pay

Payment options.

Slide 127


Harassment & Discrimination:

Harassment in and out of the workplace

The role of managers and supervisors presented with a complaint

Setting out liability and risk mitigation measures for employers

Relevant issues following any conciliation of claims, vilification and discrimination.

Slide 128


Conflict in the workplace:

Positive & negative effects of conflict

Costs of unresolved conflict

Precursors & causes of conflict

Styles of conflict & their costs & benefits

Conflict & emotions

Role of Managers

Value of training

Benefits of early intervention

Alternative Dispute Resolution.

Slide 129

Current tourism concerns

Causes for concern:

The state of the economy

Environmental considerations and concerns

Terrorism

Customer confidence

Eco-tourism

Sustainable tourism.

Slide 130


Causes for concern:

Sustainable tourism

Impact of development in tourism

Climate change

Visa restrictions & tourism

Cultural tourism

Weather

Technological and legislative changes.

Slide 131


Government initiatives:

Creating advertising campaigns to promote certain locations or industry sectors

Funding training initiatives in certain trades or roles

Encouraging overseas workers

Amending or introducing legislation

Introducing changes to Industrial Relations legislation

Specific government initiatives.

Slide 132


Emerging markets:

Spa resorts and the emergence of the well-being industry

Fast food

Recognition of ‘grey power’ and their potential for spending

Increase in the growth of ‘action’ holidays

Emphasis on domestic travel as opposed to internal travel.

Slide 133


Environmental and social issues:

Waste management, recycling of materials and a reduction in energy and resource consumption

Noise and air quality

Sustainable tourism activities

Respect for indigenous lands and cultures

Responsible advertising of hospitality products and services.

Slide 134


Environmental and social issues:

Complying with legislated service requirements (alcohol, gaming, tobacco) to minors

Social awareness towards alcohol and gaming problems

Ensure discrimination in the provision of hospitality services does not occur

Accommodating local concerns into the standard operating procedures

Changes or requirements to planning requirements.

Slide 135

Current tourism concernsLabour issues:

Pay rates

The ability to recruit sufficient and properly trained or experienced staff

Working conditions

Training

Mandatory licensing and certification requirements

Superannuation / Insurance

Disciplinary and dismissal procedures.

Slide 136


Industry expansion or retraction:

The business remains in the sector it currently occupies

Set new directions, new target markets and revised goals

To quit the industry and move into a new industry

To invest in additional buildings, plant, stock

To recruit new staff or to begin staff reductions

To alter the focus of their training programs

To change promotional campaigns

To vary its products and services

To vary prices. Slide 137


Monitoring issues of concern:

Conduct constant internet research

Attend all meetings and discuss relevant issues

Monitor the media

Read journals and on-line subscriptions

Talk to supervisors and management

Talk to customers.

Slide 138

Element 3:

Use sourced tourism industry information

Slide 139


Share information with colleagues and customers

Conduct work activities in accordance with legal requirements and ethical standards

Apply industry knowledge and information to the day-to-day operation of the tourism business.

Slide 140

Share information

Sharing information with colleagues and customers:

It is critical for your product knowledge to remain up-to-date and accurate as this will be one of your most powerful selling tools

When you have managed to gather updated information, knowledge or skills you must be prepared to share that information.

Slide 141

Share information

Sharing information with colleagues:

One-on-one basis

Staff briefings

E-mail co-workers

Prepare a short handout

Present it is meetings.

Slide 142

Share information

Sharing information with customers:

Verbally providing advice that includes the new information

Preparing posters

Producing handouts.

Slide 143

Conduct work activities

Ways to ensure you complete your allocated tasks:

Work quickly

Practice being interrupted

Practice tact and diplomacy

Take a minute to plan and prioritise

Ask for help where required.

Slide 144

Applying knowledge and information

Incorporating knowledge into everyday practice:

Working in accordance with new or revised requirements

Using new knowledge to modify personal work practices

Updating printed materials

Supplying information to customers that incorporates the new knowledge.

Slide 145

d2.tcc.cl1.07 slide 1. subject elements this unit comprises three elements: source current...

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