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D2.TCC.CL1.07. DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE. 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

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subject elements
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
assessment
Assessment

Assessment for this unit may include:

  • Oral questions
  • Written questions
  • Work projects
  • Workplace observation of practical skills
  • Practical exercises
  • Formal report from supervisor.
slide4

Element 1:

Source current information on the tourism industry

source current information on the tourism industry
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.
source current information on the tourism industry1
Source current information on the tourism industry

Performance Criteria for this Element are:

  • 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.
source current information on the tourism industry2
Source current information on the tourism industry

Performance Criteria for this Element are:

  • 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.
source current information on the tourism industry3
Source current information on the tourism industry

Performance Criteria for this Element are:

  • 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.
introduction tourism industry
Introduction - tourism industry
  • What is tourism?
  • What is in the tourism industry?
  • What does it provide?
  • Who uses tourism?
introduction tourism industry1
Introduction - tourism industry
  • 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)

introduction tourism industry2
Introduction - tourism industry
  • 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.
sourcing tourism information
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.
sources of tourism information
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.
tourism topics
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.
global tourism topics
Global tourism topics

Firstly, lets look at some ‘global’ tourism topics:

  • Economy issues
  • Political issues
  • Social issues.
economic issues
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?

economic issues1
Economic issues

An economy comprises the utilisation of resources including:

  • Labor
  • Capital
  • Infrastructure
  • Geography
  • Ecology

(continue)

economic issues2
Economic issues
  • Natural and land resources
  • Manufacturing
  • Trade
  • Distribution
  • Consumption of goods and services.
economic issues3
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?
economic issues4
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.
economic issues5
Economic issues

Demand

Demand, in relation to the tourism industry, is influenced by:

  • Necessity
  • Employment
  • Inflation
  • Disposable income.
economic issues6
Economic issues

Demand:

  • Costs of goods and services
  • Opportunity costs
  • Basic needs and wants
  • Marketing and promotions.
economic issues7
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.
economic issues8
Economic issues

Supply

If demand for tourism remains strong, therefore there is a need to supply resources to cater for the demand.

economic issues9
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.
economic issues10
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.
economic issues11
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.
economic issues12
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.
political issues
Political issues

The influences of government, whether nationally or locally can certainly influence the demand and operations of a tourism organisation.

political issues1
Political issues

Some political policies that would influence a tourism organisation include:

  • Fiscal Policies
  • Monetary
  • Wages
  • Exchange rates
  • Ease of travel
  • Legislative changes.
social issues
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.

social issues1
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.
finding information
Finding information
  • Local government websites
  • Local community and council meetings
  • Economic and business websites
  • Legal journals
  • Industry publications
  • Newspapers
  • Internet research.
tourism industry statistics and trends
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.

written materials
Written materials
  • Trade magazines
  • Hotel school publications
  • Newsletters
  • Brochures
  • Advertisements
  • Reference books.
internet
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.
government bodies
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.

types of industry statistics and trends
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.
types of industry statistics and trends1
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.
types of industry statistics and trends2
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.
types of industry statistics and trends3
Types of industry statistics and trends

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.

types of industry statistics and trends4
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 throughlanguage barriers.
types of industry statistics and trends5
Types of industry statistics and trends

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.
relationship between tourism and the community
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.

relationship between tourism and the community1
Relationship between tourism and the 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.
relationship between tourism and the community2
Relationship between tourism and the 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.
relationship between tourism and the community3
Relationship between tourism and the 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.
relationship between tourism and the community4
Relationship between tourism and the 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.
information on market segments
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.

types of market segments
Types of market segments

Movement of tourists:

  • Outbound Tourists
  • Inbound Tourists
  • Domestic Tourists
  • International Tourists.
types of market segments1
Types of market segments

Types of tourists:

  • Business
  • Leisure
  • Religious
  • Sporting.

What are the characteristics and needs for each of these market segments?

finding information on market segments
Finding information on market segments

Formal feedback:

  • Customer comment cards
  • General Manager cocktail parties
  • Interviews and follow up calls
  • Meetings
  • Performance reviews.
finding information on market segments1
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.
relationship between tourism and other industries
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.

types of businesses
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.
information regarding businesses
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.
types of business relationships
Types of business relationships
  • Using local suppliers
  • Increase local recruitment, training and progression of staff
  • Strategic business partnerships
  • Support local businesses.
relationship between different tourism sectors
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.
relationship between different tourism sectors1
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.
types of tourism industry sectors
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.
types of tourism industry sectors1
Types of tourism industry sectors

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.
types of tourism industry sectors2
Types of tourism 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
  • Sport or activity centres
  • Aquariums and zoos.
types of tourism industry sectors3
Types of tourism 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.
types of tourism industry sectors4
Types of tourism 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.
types of tourism industry sectors5
Types of tourism 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.
types of tourism industry sectors6
Types of tourism 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.
major tourism industry bodies
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?
major tourism industry bodies1
Major tourism industry bodies

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.
major tourism industry bodies2
Major tourism 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.
major tourism industry bodies3
Major tourism 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.

major tourism industry bodies4
Major tourism 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.
major tourism industry bodies5
Major tourism industry bodies

Industry Unions

In the same way that industry associations represent the interests of business, the unions represent the interests of employees.

special features of local tourism industry
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.
integration of tourism businesses
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.
integration of tourism businesses1
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.
environmental issues
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.

environmental issues1
Environmental issues

‘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.

environmental issues2
Environmental issues

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.
environmental issues3
Environmental issues

Sustainable tourism issues:

  • 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.
environmental issues4
Environmental issues

Sustainable tourism issues:

  • Improving energy efficiency, waste management and water conservation and
  • Dealing with traffic congestion and damage to roads and other infrastructure
  • Resources conservation
  • Recycling.
career opportunities
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.

career opportunities1
Career opportunities

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.
career opportunities2
Career opportunities

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.
career opportunities3
Career opportunities

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.
work organisation time management
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.

work organisation
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.
work organisation1
Work organisation

Organisational activities:

  • Special events
  • Weather
  • VIP and customer activities
  • Emergencies
  • Legal requirements
  • Local attractions, festivals and events.
work organisation2
Work organisation

Find out about organisational activities through:

  • Meetings
  • Briefings and debriefings
  • Memos
  • Emails
  • Conversations.
work organisation3
Work organisation

Identifying individual responsibilities and tasks:

  • Contract
  • Job Description
  • Standard Operating Procedures (SOPs)
  • Policies
  • Procedures
  • Daily Task Sheets
  • Direct requests
  • Observation.
time management
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’

time management1
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.
quality assurance
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.

quality assurance1
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.

quality assurance steps
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.
tourism industry technology
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.
tourism industry technology1
Tourism industry technology
  • 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.
tourism industry technology2
Tourism industry technology

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.
tourism industry technology3
Tourism industry technology

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.
tourism industry technology4
Tourism industry technology

Emerging technological trends:

  • 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.
tourism industry technology5
Tourism industry technology

Emerging technological trends:

  • 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.
slide101

Element 2:

Source information on compliance and related issues which impact on the tourism industry

source current information on the tourism industry4
Source current information on the tourism industry

Performance Criteria for this Element are:

  • Identify sources of information on legal issues, and obtain such information
  • Identify sources of information on ethical issues, and obtain such information
  • 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.
legal requirements
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.

general workplace rights responsibilities
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.
general workplace rights responsibilities1
General workplace rights & 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.
general workplace rights responsibilities2
General workplace rights & 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.
general workplace rights responsibilities3
General workplace rights & 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.
general workplace rights responsibilities4
General workplace rights & 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.
legal requirements1
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?
legal requirements2
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?
legal requirements3
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?
legal requirements4
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?
legal requirements5
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?
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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.
finding information on legal requirements
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.
ethical requirements
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.

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Ethical requirements

Confidentiality:

  • Details about security
  • Details about trade
  • Details about purchases made
  • Occurrences within the premises.
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Ethical requirements

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.
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Ethical requirements

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?
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Ethical requirements

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.
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Ethical requirements

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’.

industrial workplace relations
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?
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Industrial & workplace relations

Recruitment & Retention:

  • Recruitment trends – advertising, recruitment strategies
  • Retention trends – how to keep staff
  • Recognition and motivation
  • Performance measurement and management.
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Industrial & workplace relations

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.
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Industrial & workplace relations

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.
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Industrial & workplace relations

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.
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Industrial & workplace relations

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.
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Industrial & workplace relations

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.
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Industrial & workplace relations

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.
current tourism concerns
Current tourism concerns

Causes for concern:

  • The state of the economy
  • Environmental considerations and concerns
  • Terrorism
  • Customer confidence
  • Eco-tourism
  • Sustainable tourism.
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Current tourism concerns

Causes for concern:

  • Sustainable tourism
  • Impact of development in tourism
  • Climate change
  • Visa restrictions & tourism
  • Cultural tourism
  • Weather
  • Technological and legislative changes.
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Current tourism concerns

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.
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Current tourism concerns

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.
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Current tourism concerns

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.
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Current tourism concerns

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.
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Current tourism concerns

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.
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Current tourism concerns

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.
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Current tourism concerns

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.
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Element 3:

Use sourced tourism industry information

source current information on the tourism industry5
Source current information on the tourism industry

Performance Criteria for this Element are:

  • 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.
share information
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.
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Share information

Sharing information with colleagues:

  • One-on-one basis
  • Staff briefings
  • E-mail co-workers
  • Prepare a short handout
  • Present it is meetings.
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Share information

Sharing information with customers:

  • Verbally providing advice that includes the new information
  • Preparing posters
  • Producing handouts.
conduct work activities
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.
applying knowledge and information
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.