As mentioned in the previous

chapters, the tourism industry has

many sectors and cuts across various
disciplines.

The tourism professional is very

prone to experience multicultural
diversity in the workplace due to
interactions with colleagues and
customers who come from different
places.

Teamwork in this field is very

important as many processes in
the customer cycle needs
interaction with other team
members.
WHAT IS A HOSPITALITY
PROFESSIONAL?
A hospitality professional isn't a
specific job title. Rather, it refers to
anyone who works within the
hospitality industry.

Hospitality businesses are service-

oriented businesses that include
lodging, restaurant s, cafes, resorts,
clubs, bars, amusement parks, and
even zoos.

The individuals who work for these

businesses are known as
hospitality professionals.
UN TOURISM
The UN World Tourism Organization
(UNWTO) enters a new era today with a new
name and brand: UN Tourism. With this new
brand, the Organization reaffirms its status as
the United Nations specialized agency for
tourism and the global leader of tourism for
development, driving social and economic
change to ensure that “people and planet”
are always center stage.

The tourism industry is regulated and

monitored by the UNWTO, headquartered in
Madrid, Spain.

One of the UNWTO's priorities is most relevant

to developing countries like the Philippines:
"Advancing tourism's contribution to
poverty reduction and development."
PHILIPPINE
TOURISM
In the Philippines, the tourism industry is
doing its share to promote tourism for
more Filipinos to find gainful employment.
Whether you end up working in the
country or overseas, working in the
tourism industry is highly rewarding in
many ways-finances, career progression,
exposure to many cultures, and world
travel.

The country has many attractions,

including beautiful beaches, impressive
mountains, and a rich cultural heritage.
Every year, millions of tourists flock to
the islands of the Philippines to
explore its breathtaking beauty and
indulge in its offerings.
Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
1. TRAVEL AGENT
A travel agent is a highly organized
professional who is passionate about
travel and helping others. They are
focused on creating the best possible
experiences, directly catered to their
clients. They work with hotels, airlines,
and other vendors to create travel
packages and experiences that their
clients will love.

Answers itinerary questions and

provides several airline options
Advise all the required documents,
visa, travel fees per country of entry
Ensures after sales-service once you
start your actual travel, being
available for help in case problem
arise
PHILIPPINES’ LEADING TRAVEL
ACCORING TO THE WORLD TRAVEL AWARDS 2023
AGENCY
Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
2, AIRPORT GROUND
STAFF
Ground Staff ensures the safety and
comfort of passengers, including checking
in baggage, providing information, assisting
disabled passengers, confirming reservations,
and selling tickets.

Within the airports, besides the airline counter

staff, there are several other tourism
professionals you will meet along the way:

1. Airport information counter staff

2. Duty-free and other merchandising shop
personnel
3. Restaurant and coffee shop crew
4. Airport hotel staff
TOP AIRPORTS RECOGNIZED BY SEVERAL
PRESTIGIOUS ORGANIZATIONS

1. Singapore 2. Tokyo International 3. Incheon International 4. Hamad International 5. Hong Kong

Changi Airport Airport Haneda Airport Seoul Airport Doha International Airport

6. Centair International 7. Munich Airport 8. London Heathrow 9. Tokyo Narita Airport 10. Zurich Airport
Airport Nagoya Airport
SOME OF THE COMMON BEST
PRACTICES OF THESE TOP
AIRPORTS
They always plan ahead to stay
ahead of the game.
They provide basics of service right
like spotless cleanliness, comfortable
gate areas, warm and friendly staff,
and simple wayfinding.
They excel in every aspect of the
airport journey experience by
ensuring all their staff are focused on
providing efficient, friendly, and
courteous service every step of the
way.
They create an atmosphere that
makes you want to stay in the airport
longer.
They implement internal processes
that keep stress levels low.
SOME OF THE COMMON BEST
PRACTICES OF THESE TOP
AIRPORTS
They balance the implementation of these
processes with the passenger experience.
They have airport staff that are proud of
their airport and their high standards.
They involve all stakeholders in the quality
improvement process.
They always put themselves in the shoes of
the passengers and are trained to have
sincere empathy.
They focus on what is important to the
passenger, not the airport.

All these top airports ensure that their airport

staff, who are all tourism professionals, are
highly trained in all the intricacies and
challenges of multicultural diversities; because
it is in airports where you will see these
diversities merge and sometimes collide every
minute of the day.
Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
3. FLIGHT PURSER (FP)
On modern airliners, the cabin manager (chief flight
attendant) is often called the purser. The purser
oversees the flight attendants by making sure airline
passengers are safe and comfortable. A flight purser
completes detailed reports and verifies all safety
procedures are followed.

Cabin crews are led by FP who organizes flights

whet her for short or long-haul.
FP manages a crew of flight attendants (FA) and
flight stewards (FS).
Number of FAs and FSs depends on the aircraft
they a re flying. The bigger aircrafts or jumbo jets
can have a As many as 15-20 crew members and
smaller aircrafts from 2-10 crew members. Each of
these crew members is given specific assignment
for each flight leg.
These assignments carry specific and emergency
duties for the duration of the fligh
Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
4. CABIN CREW
The cabin crew consisting of flight
attendants carry out the instructions
given by pilots or co-pilots outside the
cockpit. They are also in charge of the
safety and comfort of passengers on a
flight, and they inform the passengers
when necessary.

Cabin crew undergone long and

intensive training.
They are highly exposed to
multicultural.
diversities in flight among the
passengers as well as during their
rest overnight
 Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
5. TOURISM PROFESSIONAL IN
THE HOTEL

Bellperson/Lobby Front Desk Concierge Room Attendant Laundry Valet Health Club
Ambassador Receptionist

Room Service Order Room Service Waiter Bartender Restaurant Restaurant Waiter Recreational Staff
Taker Receptionist
Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
5. TOURISM PROFESSIONAL IN
THE HOTEL
Depending on the hotel’s other services there are other
tourism professionals such as:

Lifeguard Business Center Events Planner

Associate
Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
6. CRUISE LINE
If there is one working environment where
multicultural diversity is experienced
every minute of the day, it is in the cruise
ships. Passengers come from all over the
world.

Cruise liners are floating hotels. The

staff working on these ships are all hotel
experienced. Staff attrition in Philippine
hotels is quite high because of these
cruise line opportunities. Filipino hotel
staff also happen to be one of the most
requested in these ships.

It is estimated that 25% of the world's

seafarers, many of them working in
cruise liners, are Filipinos.
Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
7. ENTERTAINMENT
CENTER
An entertainment center (or centre), also
known as an entertainment complex or a
home entertainment center, is a piece of
furniture designed to house consumer
electronic appliances and components.

Entertainment centers provide the space

for parents and children to gather together
and play games, watch movies, and
create long-lasting memories.
Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
8, THEME PARKS
An amusement park is a park that
features various attractions, such
as rides and games, as well as
other events for entertainment
purposes.

A theme park is a type of

amusement park that bases its
structures and attractions around a
central theme, often featuring
multiple areas with different
themes.
Tourism Professionals Who Where Prone to
Experience Multicultural Diversity in the Workplace
9. TRANSPORTATION
COMPANIES
Transportation business means an
industry, business, or
establishment operated for the
purpose of conveying persons or
property from one (1) place to
another whether by rail, highway,
air, or water, and operations and
services in connection with that
conveyance.
THANK YOU SO MUCH
FOR LISTENING,
See you, next meeting!