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Facoltà di Scienze Economiche, Giuridiche e Politiche. Economia e Gestione dei Servizi Turistici Lingua Inglese UNIT 3 – MANAGING TOUR OPERATIONS. Olga Denti a.a. 2013/2014. Managing tour operations. A package holiday, package tour or inclusive tour – a tourism product including:

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Facolt di scienze economiche giuridiche e politiche
Facoltà di Scienze Economiche,Giuridiche e Politiche

Economia e Gestione dei Servizi Turistici

Lingua Inglese

UNIT 3 – MANAGING TOUR OPERATIONS

Olga Denti

a.a. 2013/2014


Managing tour operations
Managing tour operations

  • A package holiday, package tour or inclusive tour – a tourism product including:

  • Travel to the destination

  • Local transport (airport transfers, car hire, …)

  • Accommodation & meals

  • Activities (day trips, sports, visits, etc.)


  • Internet & IT: from scheduled tours sold through travel agencies to custom/tailor-made tours & tour operators’ greater flexibility

  • Co-creation: a customer approaches a tour operator with an idea for a specific package. If the idea is viable, the tour operator supports the customer in the planning, marketing & sales processes.


Tour operations
Tour operations

  • Complexity: organization process + marketing

  • Two years in advance + fixed prices – a high-risk business

  • Marketing managers – promotion

  • Tour managers – accompanying & supporting

  • Resort managers - @ the tourist destination – negotiating & controlling


Morphological structures

PROFITABLE???

Unprofitable, profitability

Active (adj.)

activist (n.)

Misery (n.)

Miserable (adj.)

Senior (adj/n.)

Seniority (n.)

Custom (n.)

Customer (n.)

Resident (n.)

Residential (adj.)

Energy (n.)

Energise (v.)


Morphological structures

DIVERSE DIVERSITY DIVERSIFY

INSPIRE INSPIRED UNINSPIRED INSPIRATION

OPPORTUNE OPPORTUNITY

DESIGN DESIGNER

PUBLIC PUBLICITY PUBLICIZE publication

COMMERCE COMMERCIAL UNCOMMERCIAL

REVOLUTION REVOLUTIONARY REVOLUTIONISE

REPUTE REPUTATION REPUTED REPUTABLE DISREPUTABLE

COMFORT DISCOMFORT COMFORTABLE UNCOMFORTABLE

RETAIL RETAILING RETAILER


Word formation complete the text with the words in brackets in the correct form
Word formationComplete the text with the words in brackets in the correct form

Many travel and tourism organizations ……. (continue) assess and monitor the quality of customer service they provide. They do this …….. (make) sure that their service is meeting the ……… (need) of customers and, if not, then …………. (necessity) changes can be made. ………… (custom) needs and expectations are ……. (constant) changing, so any customer service programme in travel and tourism must ……. (be) flexible.

In ………….. (generally) terms, organizations may use benchmarking to identify aspects of their own products, services, or processes which …… (underperformance).



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