GATHER AND PRESENT PRODUCT INFORMATION

1. D1.HGE.CL7.02 D1.HGA.CL6.04 GATHER AND PRESENT PRODUCT INFORMATION

2. Subject Elements This unit comprises three Elements: • Gather and organise information • Research and analyse information • Present information

3. Assessment Assessment for this unit may include: • Oral questions • Written questions • Work projects • Workplace observation of practical skills • Practical exercises • Formal report from supervisor

4. Element 1 • Gather and organise information

5. Gather and organise information Performance Criteria for this Element are: • Gather and organise information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements and relevant legislation codes and standards • Access and assess information held by the organisation for accuracy and relevance in line with established organisational requirements

6. Gather and organise information Performance Criteria for this Element are: • Ensure methods of collecting information are reliable and make efficient use of resources in accordance with organisational requirements • Use business technology to access, organise and monitor information in accordance with organisational requirements • Update, modify, maintain and store information in accordance with organisational requirements

7. Importance of information The hospitality and 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.

8. Importance of information For all businesses within the hospitality and tourism industry, it is important to have up-to-date information so you can: • Talk to customers about industry-specific events, trends and happenings • Plan your career as opportunities present themselves • Know when you need to update your training • Cultivate and maintain a professionalinterest in what is truly a profession

9. Importance of information • Communicate effectively with colleagues and management who have themselves kept up-to-date • Learn new techniques • Develop a broader appreciation of what the industry is all about • Understand who the key players are, and how they operate

10. Types of industry information Main categories of information The two main categories of information that all staff should know relate to: • The Tourism and Hospitality Industry • Their specific role

11. Tourism and Hospitality industry sectors Accommodation This sector includes but is not limited to: • Hotels and motels • Guest houses and bed and breakfasts • Caravan parks and camping grounds • Resorts and time share properties • Apartments, villas and cottages • Conference and exhibition centres

12. Tourism and Hospitality industry sectors 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 • Sports activity centres • Aquariums and zoos

13. Tourism and Hospitality industry sectors 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

14. Tourism and Hospitality industry sectors 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

15. Tourism and Hospitality industry sectors 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

16. Tourism and Hospitality industry sectors 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

17. Information relating to job roles Not only is it important for all persons working in the industry to understand their industry and sector within it, but also to collect information that relates to their specific job roles.

18. Information relating to job roles Career prospects This includes being able to have a clear understanding of: • Your development path within the industry • Your next career step including need for: • training • experience • qualifications

19. Information relating to job roles Employment obligations and entitlements You can obtain information regarding your employment obligations and entitlements from a combination of: • The employment instrument you are employed under • The job description for your role • The job specification for your position • Talking to your employer about theirexpectations of your work

20. Information relating to job roles Product Knowledge Product knowledge embodies knowledge about: • Products sold • Services provided • Facilities available • Operating procedures and conditionsof the business

21. Information relating to job roles ‘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.

22. Information relating to job roles Other job related information • Union and employer concerns • Legislative and political changes • Service, product and facility initiatives • What else is important to know in relationto your job role?

23. Sources of 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 • Asking someone to be your mentor

24. Sources of information Information services Most information services are fee-for-service providers. This means it costs money to use their services for: • E-newsletters • Fact Sheets • Updates • Guides • Information Sheets • Over-the-phone advice

25. Sources of information Written materials • Trade magazines • Hotel school publications • Newsletters • Brochures • Advertisements • Reference books

26. Sources of information Government and Industry bodies The ASEAN region, whilst working 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.

27. Government and 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?

28. Government and Industry bodies Their 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

29. Government and Industry bodies 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

30. Government and Industry bodies 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.

31. Government and Industry bodies 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

32. Government and Industry bodies Industry Unions In the same way that industry associations represent the interests of business, the unions represent the interests of employees.

33. Obtaining information • The key to obtaining information is for you to be proactive. It is highly unlikely most information will seek you out, so you have to go and find it • Obtaining the information you need is a matter of applying yourself to the sources identified

34. Obtaining information • Subscribing to, and reading, industry magazines, newsletters, updates • Picking and reading through the local and city newspapers • Getting on Internet e-mail lists • Receiving newsletters and updates • Joining your local union or industry association to receive regular material • Reading books on the industry sector that you are working in

35. Obtaining information Getting out and having a look around to see: • What’s happening • What people are doing • What the competition is doing • What people are doing and saying

36. Obtaining information Keys when gathering information: • Display a friendly attitude towards people • Use an appropriate tone of voice and volume • Ask clear and concise questions.

37. Monitoring current issues It is important to note though, the collection of information is most powerful when used to gain an understanding of current issues that are important to the success of the operation: • What are current issues of importance? • Why are they important? • How can you monitor them?

38. Monitoring current issues In order to keep up-to-date with industry issues impacting within your workplace: • Conduct constant internet research • Attend all meetings and discuss relevant issues • Monitor the media • Read about it in the journals and on-line subscriptions detailed in this manual • Talk to supervisors and management • Talk to customers

39. Tourism industry statistics and trends Given the tourism and hospitality industry is one of the largest industries in the world, it is not surprising to learn that they are numerous sources devoted to industry news, trends and statistics.

40. 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

41. Types of industry statistics and trends Industry Statistics • Types of tourism businesses • Types and demographics of customers • Top destinations • Hotel occupancy percentages • Reasons for stays • Current industry information • Destination countries

42. Types of industry statistics and trends Industry Statistics • Departure months • Length of stay • Type of organisation for the trip • Transport mode • Accommodation type • Expenditure • Popular tourist attractions

43. Types of industry statistics and trends Industry Trends Understanding of current industry trends helps operators within the tourism and hospitality industry gain an understanding of what may take in the future. This helps to determine strategy and develop a competitive advantage over competitors.

44. Types of industry statistics and trends 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

45. Types of industry statistics and trends Industry Trends • Websites offering personalized activities and tours • 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

46. Operational Information • Most tourism and hospitality organisations will collect information on a daily basis, from a variety of sources • This information aims to provide managers with vital information relating to operations • It also helps staff in determining possible work demands or requirements

47. Operational Information Some of this information may relate to: • Current operations • Projected operations • Past operational performance

48. Operational Information The collection of information is helpful when: • Providing destination and specific product information and advice • Providing specific information and advice about the credentials of an operator • Selling products and services to the customer • Preparing quotations • Booking and coordinating a supplier service for the customer

49. Operational Information The collection of information is helpful when: • Receiving and processing a reservation from a customer • Processing financial transactions • Issuing customer travel documentation • Issuing crew documentation or technical itineraries • Organising functions

50. Operational Information The collection of information is helpful when: • Processing and monitoring meeting or event registrations • Purchasing promotional products • Hiring special equipment