b) Select one reading that will provide a reasonable overview of the domain, and provide a 250-word summary
c) Visit a site that fits into that domain, and discuss with a manager the following:
a. Elements of management, situations & problems that would be unique to their domain
b. Certifications and qualifications expected of managers in that domain
d) After the visit, or in collaboration with the manager that you interviewed, develop: a. 2-3 powerpoint slides that would help students learn what you learned about management in that domain b. One case study (one page) that describes a problem unique to that domain.
Travel and Tourism Management
Monday, June 25th 2018
Eliassen, S. B., & Berge, P. M. (2010). Hospitality and Tourism Management. New York: Nova
Science Publishers, Inc.
This book is relevant for my project because it explores the many different fields of hospitality and tourism management. What I took back from Eliassen and Berge’s book titledHospitality and Tourism Management is the importance of tourism as an activity and that it can have a major impact on an individual’s sustainable development. The book undertakes a critical review of relevant issues affecting the reliability and validity of cross-cultural research. This book explains thatnatural beauty and unique cultural resources within a country leads to an economic growth strategy. However, a problem within this domain, are that communities and countries often disagree on the nature of development strategies.
Malik, R., Madappa, T., &Chitranshi, J. (2017). Diversity management in tourism and
hospitality: an exploratory study. Foresight, 19(3), 323-336. doi:10.1108/FS-12-2016-
This article is important for my research because it addresses the complex nature of cultural diversity and the management issues of multiculturalism within the hospitality and tourism industry. Malik et al., clarify that the hospitality and tourism industry has seen an increase in organizations operating internationally, bringing people from diverse cultural backgrounds together. This study is relevant to my research because it aims to help clarify that with a lack of awareness and understanding about diversity, many problems arise. These problems can include effective intercultural communications between managers and employees and employees and customers. This paper is appropriate for my research because it answers questions related to the importance of cross cultural management, the intercultural issues faced by an organization, the best practices for diversity management and the future of cultural diversity.
Discussion with Chris Ray,
Tour Manager – Australian Pacific Touring:
Chris Ray enlightened me on a lot that happens in the Administration of Tour Activities at Australian Pacific Touring (APT) which mainly specializes in cruises. The Tour Manager was the perfect person for this interview and he was candid with what he has experienced and what his colleagues in the Tourism and Travel sector have experienced first-hand. The interview was both enjoyable and informative. Chris Ray knows how to capture the attention of his audience and he has a wealth of information available at his fingertips. He gave me some major points which I will fully discuss below.
Elements of management, situations & problems unique to this domain.
Travel and Tourism Management is a very practical field and from what Chris Ray told me, there are a couple of features and issues unique to this domain, and they are:
- Crisis Management- this involves dealing with any unforeseen circumstances which is a hard thing to do. Chris’ company’ Australian Pacific Touring have company standards to uphold and the tourists are informed when they are booking a travel session. This eliminates any future potential conflicts.
- Creation of training manuals and implementation- inasmuch as the company assures the tourists of a good time, this is solely the responsibility of the manager. The manager must make personalized manuals which are easy to understand. The company website came in handy with the routine and timetables. Technology such as internet-enabled smartphones acts as the go-between between guide and guests. The manager is also responsible for the quality of the brochures.
- Confidentiality agreements- agreements have to be kept in the Tour and Travel sector. They are almost as legally binding as signed contracts. Staff and suppliers must adhere to what has been agreed
- Natural disasters- these rarely happen but a travel manager and his crew must be prepared for anything from fires to earthquakes to tidal waves. The company has contingency plans such as search and rescue for the times natural disasters strike.
- Customer service- the manager Chris Ray was quick to point out that in this field of work, one cannot always please everyone. Hence, what the manager and crew are most concerned about is adhering to the company policy on customer service, which mainly involves provision of brochures- the correct kind of brochures, with set time-table and the ability to give the tourists explanations regarding anything they do not understand.
- Medical issues- sickness is never planned for and the company has a hospital within the premises with 2 full-time doctors and a crew of nurses. There is an emergency unit with the local hospital to deal with any unfortunate illnesses which the local clinic cannot deal with.
- Guests’ Medical insurance- the guests of course have their own insurance notably life insurance, but the company has also insured the guests for natural disasters and illnesses while on tour or staying at the hotel.
- Suppliers’ Liability Insurance- The suppliers are not liable for any damages on products once the transaction has been made from the suppliers to the company.
b) Certifications and qualifications expected of managers in your domain.
- The first qualification necessary for a Tour and Travel Manager is a University degree in the Tourism and Hospitality, specialization in Hospitality and Business Management is a big boost.
- One must have the ability to multi-task because most times there is so much to plan and coordinate within a short period of time
- Computer skills are a must; The manager must be well-versed with applications such as Microsoft Office, Powerpoint and spreadsheets.
- Problem solving is something that happens around 60% of the time with issues such as solving customer service issues, compensations and so on
- Negotiating skills- this comes in handy in the field where the manager or guide has to make a compensation, let’s say a particular place is closed and then the manager has to provide alternatives to visit.
- Evaluation skills- involves making decisions quickly and efficiently depending on the situation.
- Budget control- all the activities must be well within the budget.
- Attention to detail- the manager must have a eagle eyes and note all the major things happening around him.
- Patience- sometimes the schedule is implemented late or something comes up that interferes with the routine. The manager must maintain a cool head, be the embodiment of calmness and take control of the situation.
Australian Pacific Touring (APT) specializes in river cruises. Chris Ray the manager shed some information on the uniqueness of operating such expeditions. The problems and issues that arise are unique in their own way. He told me of an unfortunate occurrence which happened in late 2016, where a guide and guest almost drowned. It happened in Northern Pacific New Zealand. It was a hot summer day, and the expedition was on their third day of a week-long trip in the north part of New Zealand’s Pacific Ocean. The guests were having a party and enjoying themselves with a few drinks and fishing in the open ocean. The circumstance happened when one of the guests who was fly fishing caught something in the hook. He alerted the rest of the expedition and one guide came to help. They reeled in the fish and it was an amazing catch, a 20 kilograms brown trout. The guests took pictures with the steel live brown trout in a bucket and then he asked his seventeen year old daughter to release the trout back to the ocean.
The girl fell over with the trout on one hand and a fishing line on the other. The guide followed her into the water. The fishing line entangled her legs and the guide had to take her to the surface but had problems with the line which almost bound his hands. It was a good thing he had a knife which he used to cut the rope and he surfaced with the girl, who did not panic to her credit. She was shaken but fine. After the usual show of concern by the crew and guests, they all laughed it off and had a drink to celebrate the guide’s heroics. All is well that ends well. Chris Ray did not mention names or specific places in line with company policy but he made it clear that such unfortunate circumstances can happen any time. The guide must be eagle-eyed and make quick decisions.