TOURISM

PSYCHOLOGY
Meeting 2 – Prepared by Rulli Krisnanda
This Semester Journey
 (a) Definition of Psychology, (b) Consumer-oriented
Marketing Concept, (c) The concept of needs according
to A. Maslow
 The concept of self-knowledge is based on Hippocrates'
theory
 Humans in organizations according to Belbin's theory
 Excellent service and objectives: (a) Attitude Concept,
(b) The concept of attention, (c) Action concept
 Service quality character: (a) Grooming, (b)
Personality, (c) Knowledge, (d) Work Ettiquette
HOSPITALITY & TOURISM INDUSTRY
 4 HISTORICAL GUIDELINES OF
HOSPITALIT Y & TOURISM INDUSTRY

Welcome,
Care,
Protection,
Farewell
THE HOSPITALIT Y & TOURISM INDUSTRY

 The H&T industry is about service

 The H&T industry is about diversity
 The H&T industry is about entrepreneurs
 The hospitality industry is complex
 The Hospitality And Tourism Industry (H&T
Industry) Meets The Needs Of People With
Kindness And Goodwill While They Are Away
From Their Homes.

BUT WHERE’S THE PROBLEM? ME OR

THEM?
 THE HOSPITALITY
BUSSINESS AND YOU
 THE HOSPITALIT Y BUSSINESS AND YOU

 Can I talk to strangers?  Do you enjoy working

 Am I pleasant and courteous
even when under stress?
with people?
 Am I at ease when using the  Do you enjoy an upbeat
telephone?
work atmosphere?
 Do I generally look clean
and neat?  Do you like to travel?
 Can I follow orders ?  Do you value the idea
 Do I accept criticism
gracefully? of working in an
 Do I like staying busy? industry where
 Do I do detailed work well? opportunities for
 Do I enjoy working with advancement are
other people?
 Do I enjoy helping people?
plentiful?
 If You Answered YES to
Previous Questions, a
Career in Hospitality &
Tourism May Well Be For
You!
People With A Service Spirit Are
Happy To Do Something Extra To
Make The Guest’s Experience
Memorable HOSPITALI
T Y QOUTE:
Let’s think this question first:

WHY DO PEOPLE TRAVEL?

 REASON OF TRAVELLING

 Recreation
 Culture
 Business
 Visiting friends and relatives
 Health
CHARACTERISTIC OF
TOURISM
 CHARACTERISTIC OF TOURISM
(SERVICE PRODUCT)

Intangibility
Inseparability
Variability
Perishability

In the hospitality industry,

we constantly strive for outstanding guest satisfaction
 7 DEADLY SINS OF SERVICE

1. Apathy
2. Brush-Off
3. Coldness
4. Condenscension
5. Robotic
6. Rule Book
7. Run Around
THANKYOU!
Prepared your Next Journey:
1. Consumer-oriented Marketing Concept

2. The concept of self-knowledge is

based on Hippocrates' theory