Riassunto Lingua e traduzione inglese

Today, all hotels of the same standard offer the same quality in the tangible elements such as the room, the

in-room entertainment, facilities, and so on… that’s add value. The quality that differentiates a hotel form

his competitors is in the standard of work that hotel’s staff deliver.

Teamwork is the ability to work together, this sense of team can be generating by being together outside

the immediate staff-client contact situation.

A hotel has a good reputation if there is an efficient team work.

- Customer satisfaction: customers are satisfied when they find the quality they were expecting on

arrival. The workforce is critical for the success.

- Empowerment: give the power to the staff in order to motivate people for working better and

efficiently. The staff can suggest changes or new ideas. Important: operatively and problem solving

skills

- Quality

- Rewards: If you reward your staff, it will be motivated.

- Staff performance:

Teamwork, the ability to work together, with meetings and events they can feel like a part of team.

Empowerment, give the power to the staff

Rewards, money -> bonus for good sales; percentage on room sold above their base pride

or services -> congratulating for good results; guest experience a free night full board.

Great placet to work

A hotel becomes a “great place to work” when the quality of the relationship between:

- Employees and management

- Employees and their jobs

- Employees and other employees.

Success is due to the conviction that our people are our most important asset; an environment that

supports growth and personal development; a home-like atmosphere and friendly relationship .. make a

company a great place to work for.

Front office manager

The front office manager ensures a high quality welcome for guest and leads a team of receptionists. The

front office manager:

- integrates, trains and supervises the team;

- organizes guest arrivals and departures;

- keeps e various management charts updated in order to monitor progress of business

- Checks invoicing and cash operations

- Draws up a sales strategy to maximize occupancy rates and improve room results

- Handles any customer complaints and provide a swift solution.

A front office manager must have:

- diplomacy, self-control, motivational and teaching skills, ability to listen and analyse...

- diploma or degree, experience in reception services, excellent english…

For junior manager:

- Professional experience abroad

- Professional experience in hotels of the sale category

- Organized people; diplomatic, need tact

Application procedures

1. department of human resources examines CVs and discards applications that don’t meet the

minimum requirements.

2. From the remaining they select those with the best level of languages and previous experiences;

3. Candidates in a short list are called for an interview;

4. The manager of the department interviews each candidate for the last time and chooses the best.

The final decision lies with the deportment manager.

Advice:

- Find out information about the hotel

- Prepare for the interview because they want to test you

- Be confident but not arrogant; don’t lie especially about the level of languages; take care of your

appearance -> smartly dressed -> something that is comfortable

5 e-travel

The outcome of the IT revolution (or of ITCTs – Information and communication technologies) has included

other professional figures and sector along with the traditional high street travel agent:

- Online travel agents: purely internet-based, they have no physical shop or building.

- Home-based travel agencies: independent, they work from home and communicate with clients

mainly by emails.

- Supplier websites: internet sites run by principals of suppliers, they sell directly to the customer

without using travel agents or intermediaries.

Meta sites and data aggregators: internet search engines that use information given by the customer

(destination, dates, performance…) to browse the web for the travel product the best satisfies the criteria

given.

Dynamic packing: ICT allows travellers to go to a single website and put together their own “package

holiday”, choosing the transport, accommodation and other services from a vast range of options.

They can save time and help people to made reservation quicklier; take info about customer’s preference.

Disadvantages of Meta sites and dynamic packages are:

- You are never sure at your reservation

- Somebody needs advice and needs the interaction with a person who you trust

- Sometimes that could be problems with payments

- Sometimes could be time-consuming, annoying.

6 Quality in tourism

The success of the package holidays of the 1960s-1990s was based on volume and quantity. During the 90s,

however, it became clear that to be competitive, companies had to offer quality as well as quantity.

Products offer quality when they meet the customer’s expectations. This places the customer at the

centre, in sharp contrast to mass tourism in the 60s-90s, where the product was the focus of the attention.

The goal of customer journey is understanding needs of customers.

Several quality assurance techniques can be used to assess the quality standards:

- Performance standards: lists of processes and task that employees have to perform and the levels

of service expected;

- Benchmarking: comparing the company’s performance to that of excellent companies;

- Appraisal: an interview in which a manager and an employee evaluate the employee’s previous

performance before setting objectives for the future;

- Focus group: groups of customers that are brought together to discuss different aspects of the

holiday or travel experience.

Focus and training on proactive thinking rather than reactive.

- Proactive: foresee problems before they happen, you'll have a solution before the problems

happens again: encouraging a culture focused on solutions, have regular training sessions, hold

staff meeting in which everyone brings problems and solution.

- Reactive: you wait for the problem, you file it and forget about it.

Defining, measuring and rewarding good performance

- Customers’ needs and expectations are constantly changing, for this, travel and tourism

organizations continually assess and monitor the quality of customer service they provide to make

sure that their service is meeting the needs of customers and, if not, they made necessary changes.

- Organizations may use benchmarking to identify aspects of their own products, service or process

which are underperforming or that are strengths.

- Employees need to know the standards against which their performance will be measured, they

need both a clear job description and set of performance standards.

- Once the standards are set, it is important to monitor and measure to see they are being met with

feedback.

- The process of improving performance and quality must be active and it must involve the staff.

7 The impacts of tourism

A simple visitor only visits the place, a real tourist experience the real taste of a place.

Economic impacts:

Positive:

- creation of jobs;

- income obtained from tourists;

- improvements in the transport infrastructure and the local economy;

- improve local quality of life;

- old buildings have been given new life;

- tourism encouraged commercial production of woodcarvings and handicrafts.

Negative:

- low salaries for non-managerial jobs;

- financial speculations that cause the price of land and homes to rise beyond the capacity of local

people.

Environmental impacts:

Positive:

- the natural environment is also a valuable tourist resource, as tourists demand protected natural

areas (green and eco-tourists).

- global warming has given rise to a new niche in booming ecotourism business;

Negative:

- train, plane or cruise ship sends carbon dioxide into the atmosphere and cause pollution;

- a number of tourists that destroy the environmental fragile vegetation and local wildlife;

- cause ice reduction and a great oil spill;

- community has to share water resources with tourists.

Social-cultural impacts:

Positive:

- different cultural backgrounds come into contact with each other, meeting and interchange of

cultures and values;

- conservation of the local heritage whereby local people appreciate elements of their culture that

used to take for granted.

Negative:

- heavy commercialization of arts and crafts to the pint of being produced abroad;

- trivialization or banalization (as traditions may lose their true meaning).

Ecotourism ≠ eco-sustainable-tourism



Land conservation some local people have convert their home into a residential lots of tourists; people

become white-collar professionals or entrepreneurs in tourism industry and for this no work there; there

are more costs for labour armers have shifted to planting vegetables.

; f

Ecotourism as more of a marketing tool than an ecological necessity or a condition of sustainable

development.

9 Events management

Event management involves the process of planning, organizing, coordinating, directing and evaluating an

event in order to see how it went and to determinate to what extent the objectives have boon met.

It is a fast-growing sector.

Events: product launch, training seminars, Olympic games, F1 racing, rural festivals, weddings, trade fairs,

conferences, sports events, customized tours…

Skills: planning, project manging, promotion, finance and budgeting, human resource management,

trouble-shooting, thinking on one’s feet’s, fire-fighting, teamwork.

Careers in events management

Event management

Event management is anything where there are a number of people involved and massive long-term

organization. They're tours organized by tour operators and resort managers, where journalists or people

in the travel trade can get to know the facilities and services offered, and thus help to sell or promote it.

Sector

Events management is one of the fastest-growing sectors of the tourism industry; it is a relatively new and

exciting sector: countries are competing for the mega events like the football World Cup Olympics, but it

also happens through the local regional scale. Today management is professional with a much higher level

of specialization and grater expectation of quality.

Skills

Events management covers a range of skills planning, project managing, promotion, finance and

budgeting, human resource management… an event will succeed only if the team is working well together.

Destination Management

A Destination Management is a company which organizes every aspect of the event from the destination

itself: they take care of hotels, food, transport, hospitality..

Teamwork

Teamwork is for:

- Training to practise and improve skills;

- Enthusiasm for the event and the team;

- Awareness of the tasks to be carried out and of the needs of others;

- Mot