Develop & Update Tourism Industry Knowledge: D2.TCC - CL1.07

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 industry
Performance 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
tourism industry
 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
tourism industry
 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
tourism industry
 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 issues
Demand 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 through

language 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
community
The 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
community
Potential 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
community
Ways 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
community
To 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
community
The 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
sectors
Issues 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
industry
Businesses 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
 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
 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
tourism industry
 Identify sources of information on legal issues, and

 Identify sources of information on ethical issues, and

 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 &
responsibilities
Employer 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
responsibilities
Employer 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
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
responsibilities
Employee 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
responsibilities
Employee 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
requirements
You 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
Labour 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
tourism industry
 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

Develop & Update Tourism Industry Knowledge: D2.TCC - CL1.07

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DEVELOP & UPDATE TOURISM

 Identify sources of information on issues of

 Identify sources of information on tourism industry

 Identify sources of information on the relationship

 Identify sources of information on tourism markets

 Identify sources of information on the nature of the

 Identify sources of information on different tourism

 Identify sources of information on work

 Identify sources of information on quality

 Identify sources of information on current and

 What is in the tourism industry?

 What does it provide?

 Who uses tourism?

 It is a true measure of the success of a country and

What are the major economic issues

 Consumption of goods and services.

 The need for people to travel

 Their financial means to do so.

 Costs of goods and services

 Basic needs and wants

 Marketing and promotions.

 Strong economic growth markets

 Large population base

 Greater demand for ‘localised’ travel

 Cheap package and transportation options

 Cheaper products and services within Asian countries.

 Roads, airports and other transportation

 Electricity, water and gas supplies

 Basic services including hospitals,

 Food and Beverage

 Pharmacies and doctors

 Suppliers for tourism operations.

Therefore there is a need for:

 Suitable quantities of workers

 Education and training providers

 Accommodation, meals and appropriate

In terms of tourism, more people work harder and

 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.

 Local community and council meetings

 Economic and business websites

 Hotel school publications

Whilst ASEAN countries work collectively to achieve a

Statistics prove a ‘snapshot’ of important information

 Improve business operations

 Attract new markets

 Build confidence in the eyes of a

 Types of tourism businesses

 Types and demographics of customers

 Hotel occupancy percentages

 Reasons for stays

 Current industry information

 Type of organisation for the trip

 Popular tourist attractions.

Understanding of current industry trends helps operators

This helps to determine strategy and

 Great comparison-shopping by consumers

 Tourism related applications ‘apps’