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Intro to Tourism Exam Study Sheet

by: Annalea Soudry-Maurer

Intro to Tourism Exam Study Sheet TSTD 3001

Marketplace > George Washington University > Tourism > TSTD 3001 > Intro to Tourism Exam Study Sheet
Annalea Soudry-Maurer
GPA 3.601
Introduction to Tourism & Hospitality Management
Dr. Levy

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About this Document

This is a 2 page "cheat sheet" that covers all material taught in Intro to Tourism & Hospitality Management. It covers fields including restaurants, hotels, travel, eco-tourism, general statistics,...
Introduction to Tourism & Hospitality Management
Dr. Levy
Study Guide
50 ?




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This 1 page Study Guide was uploaded by Annalea Soudry-Maurer on Thursday May 7, 2015. The Study Guide belongs to TSTD 3001 at George Washington University taught by Dr. Levy in Spring 2015. Since its upload, it has received 584 views. For similar materials see Introduction to Tourism & Hospitality Management in Tourism at George Washington University.


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Date Created: 05/07/15
Customer experience cumulative impact of all the encounters and interactions a customer has with a company Over half is emotional 80 of companies named customer experience as among their top 5 strategic priorities 2010 29 of companies thought they improved CE but only 5 of people agreed Experiences consist of multiple elements follow a sequence egodriven service oriented and highly emotional can be measured Understanding experience Guest surveys Focus groupsinterviews audits mystery shoping Data analytics social media monitoring Service mapblueprint Mystery shopping formula Formulate objectives l determine shopper llllquot l39 quot environments billion 5 to dcrrnestis tourists 1 8 billion international I tourists forecast fer 2030 Inbound tourism by purpoae of visit 2013 share IEl I D l OClD Il and no days 52 Service Quality Push needs wants psychologically induced escape relaxation selfdiscovery regression Pull attributes of place sunshine beaches nightlife quiet friendly people hospitality 70 of the economy is service based Characteristics of services lntangibility cannot be seen before purchase Variability quality depends on who provides lnseparability providers Perishability use Service pro t chain lnternal service quality satis ed and productive employees greater service value satis ed and loyal customers healthy Promotion mix Advertising paid presentation of ideas goods or services by a sponsor Sales promotion Short term incentives to encourage purchase Public relations Building good relations with the public by obtaining favorable publicity developing a good corporate image or xing unfavorable news Personal selling Oral presentation in convos with 5 dimensions of service quality Reliability perform service dependably Assurance employees conveying trust Tangibles physical facilities appearance Empathy caring individualized attention Responsiveness willingness to help customers Bene ts of loyalty Con nued patronage Low marketing cost Frequent Management methods Learnunderstand customer wants and needs Emphasize team goals Select and train the right neonle UI39R health religion mhor 27W plumslcnm MW Not spccfcd F925 Inbound tourism by mode of transport 2013 23m Road 4U9b UHFDUD QAIF39EWWTH CSR Lodging Industry Voluntary activities that appear to further social good beyond interests of the rm or legal obligations Activities in employee relations product quality community relations environmental issues and diversity issues Sustainable tourism Level of tourism that can be maintained over the long term as it results in a net bene t for social economic natural and cultural 84 32 80 73 76 74 72 m Changes occurred since deregu I Airline Deregulation Act of 1978 C Tour39sm Plan eliminated Phase 1 de ne destination system destination POI39t39 US Dept of Transportation DOT a philosophy craft a Vision quotWher Cketsr 5m0kingr adYertiSingr merg Phase 2 internal existing policies programs and need meet Safe and serv39ce Standards resources and external analysis current and future there I New carriers were encouraged to p d d ft t among Federal Aviation Administration FA eman 39 Compe I Ion39 Promo 390 I I owner Airlines can be tour operators prov environment policy and program recommendations othert agencies Phase 4 strategy for development promotion taxpay quot 39 39 assignment of responsibilities identi cation of Differ Essay 1 flihdih snerifvina timing TDeter Quick service McDonalds Taco Bell Pizza Coffee Operational issues cutting costs LOCI Measuring every ounce of ingredients TOUri Finding cheaper ingredient alternatives cutting soda bure suppliers 1 Thl Success GOV39 Smaller portions hold back on Bu Mergers Fun Airlines Road Rail Water TI cut Fuelef ciency desti Tei Con dence deve Tre Ancillary Fa charges l Tre Alliances Irave Tt39 1 Customer Satisfaction Ratings Important elements Airlines Hotels Cars Travel sites Reservatio Online ns Reservation Reservatio store Checkin s n Getting on Checkin Shuttle Usefulnes and off and out service 5 Baggage Guest Pick up Options Onboard room Rental and experience FampB cars choices Flight Hotel Return Ease of crew service process booking Hotel Cost and facilities fees Cost and fees


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