Services in tourism
Group: 02
Nguyễn hạ vi
Hoàng Thúy Dân
Nguyễn Thị Thúy hằng
Nguyễn Lưu Thu Hiền
Table of contents
Theory
3. Customer service in tourism - Quality of customer service- Customer orientation- Recovery from service failure
2. Recreation in tourism
1. Food and beverage industry
- Sectors of the food-service industry
- Service methods
Table of contents
THEORY
ARTICLE ANALYSIS
DISCUSSION
Q AND A
Sectors of food-service industry
Food & Beverage
Service methods
FOOD
wide range of styles and cuisine types- classified by country and type of cuisine
Non- alcohol
Alcohol
BEVERAGES
Alcoholic & non-alcoholic drinks
- Alcoholic: wines, cocktails, beers,...
- Non-alcoholic: water juices, tea, coffee,...
Sectors of the food- service industry
- Business/ industry markets
- Social caterer/ foodservice
- Separate drinking places ( but some units included in separate eating and separate drinking above)
- Transportation market
- Catering market
- Hotels, motels & other tourist accommodation
- Separate eating and drinking places
- Retail market
- Event market
- Highway ( interstate) market
SECTORS OF THE FOOD-SERVICE INDUSTRY
FOOD PRODUCTION
BEVERAGE PROVISION
FOOD & BEVERAGE SERVICE
SERVICE methods ,
CUSTOMER
a passive recipient of the service, central to the process, an active participant
understand the customer's involvement in the process, identify the experience
SERVICE methods ,
The customer process
The customer receiving the food & beverage product is required to undertake certain requirement
Two separate sub-systems
The service sequence
Beverage provision
May consist 11 or more stages
Production system
Customer process
Two separate sub-systems
Food & beverage service sequence
Serving beverages
Preparation for service
Clearing during service
Taking bookings
Billing
Greeting & seating
Dealing with payments
Taking food & beverage orders
Dishwashing
Serving of food
Clearing following service
Table service
The different service methods
The customer is served at a laid table
Self-service
The customer is required to help themself
Assisted service
The customer is served part of the meal and is required to obtain part through self-service
Single point service
The customer orders, pays and receives the food and beverages
Specialized service
Food and drink is taken to where the customer is
Recreation in tourism
"' Recreation can be described as the pursuit of leisure activities during one's spare time"
Tribe, 2011
OUTDOOR RECREATION
Outdoor activities
take place in a natural setting not a highly cultivated or managed landscape
( Tourism BC, 2013)
recreation in tourism
Adventure tourism
"A trip that includes at least two of three elements: physical activity, natural environment, and cultural immersion"
UNWTO, 2014
Hard
Soft
Adventure tourism
Categorized based on: - the level of experience required
- the level of fitness required
- the degree to which the participant is exposed to risk.
Adventure tourism
NATURE-BASED TOURISM
Tourism experiences are directly or indirectly dependent on the natural environment
These activities are closely connected to nature: whale watching, birding, or self-propelled
( Tourism BC, 2005b)
nature-based tourism
Manner of engagement
The type of environment
The distance traveled
customer service in tourism
In the tourism and hospitality industry, the success or failure of our business and destinations depends on service.
QUALITY OF CUSTOMER SERVICE
- Is an experience of feeling valued or heard.
- There’s something about quality customer service that you can’t put your finger on- but know it’s there.
+info
In 2012, Cornell Hospitality presented a report from PKF Hospitality Research showed that service dominates price and location in the guest- purchase decision.
Lorem ipsum dolor sit
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod
Total Quality ( TQ)
an approach by business to integrate all employees
Total quality management ( TQM) in tourism and hospitality
a process where service expectations are created by the entire team, with a collaborative approach between management and employees.
CUSTOMER ORIENTATION
In tourism and hospitality, service has always been paramount.
What is customer orientation?
Customer orientation is “a set of activities, behaviors, and beliefs that place a high priority on customer’s interest and continuously create superior customer value”.
Kim (2008)
customer orientation
The needs of the customer > The needs of the business
Is positive attitude enough?
CUSTOMER ORIENTATION
Why is customer orientation important?
“To the customer, only service may distinguish a business from its competition”
(Masberg, Chase and Madlem, 2003)
Service is the key sector leads to the success of a business
Proper customer orientation’s benefits
=> stronger bonds of trust with users
How to determine customer satisfaction level?
Write your title
SERVQUAL technique (compare customer’s perception of quality against customer’s expectation)
5 dimensions of service
Customer orientation
RECOVERY FROM SERVICE FAILURE
Service failure
Results from
- customer's perceptions fall below their expectations
Service failure
Results in
Online complaint -> far more damaging to a business than the original issue
How a business handles complaints is critical to ensuring successful recovery from service failures.
Service recovery
Service recovery
Disappointed customers often want:
- An empathetic ear
- An apology
- A solution
- Compensation
- Follow-up
- Reassurance
Service recovery is a critical skill
Article analysis
Overview
Title: Renowned food cultures help promote Vietnamese tourism Author: VNA (Vietnam News Agency) Date of publication: January 07, 2022
Summary: This article mainly discusses the attraction of Vietnam cuisine and its contribution to tourism promotion. To be more specific, this article emphasizes some cultural dishes that have become national symbols and be officially honored by organizations around the globe. Besides, Vietnamese cuisine's contribution to attracting domestic and foreign tourists is appreciated.
- Food culture as a tool to promote tourism: the opportunity.
- Plans that the government has developed to promote traditional cuisine.
- Recommendations on promoting cultural dishes
Article analysis outline
Opportunity
1. The potential of food tourism
- Cuisine as one of the decisive factors affecting tourists’ decision to travel
Read more
Sai Gon street food tour
Images retrieved from: https://www.viator.com/tours/Ho-Chi-Minh-City/Vietnamese-Street-Food-Night-Tour-in-Ho-Chi-Minh-City-by-Motorbike/d352-11894P6
Opportunity
Read more
Ha Noi street food tour
Images retrieved from: https://www.realhanoibicycleexperience.com/whats-the-point-of-a-street-food-tour-anyway
The 2nd among 15 globally loved dining experiences ranked by The Travellers' Choice Awards 2021 - Tripadvisor Listed as one of 25 Top Overall Experiences Worldwide.
Opportunity
1. The potential of food tourism
- For tourists who don’t go on culinary tourism, food still gains considerable concern
~ 1/4
23.7 percent of their budget on food and drink while in Vietnam (VNAT, 2019)
In 2020, food was the category that domestic travelers invest most in (Minh Ngọc Nguyễn, 2022)
Figures and tables
Opportunity
2. The attraction of Vietnam cuisine:
Asia's top food tourist destination by the World Travel Awards (WTA)
Image retrieved from https://vietnamtourism.gov.vn/en/post/14292
Opportunity
2. The attraction of Vietnam cuisine:
Images retrieved from: https://baodanang.vn/english/infographics/202202/vietnamese-cuisine-sets-five-world-records-3902598/
Opportunity
2. The attraction of Vietnam cuisine:
Images retrieved from: https://baodanang.vn/english/infographics/202202/vietnamese-cuisine-sets-five-world-records-3902598/
Opportunity
2. The attraction of Vietnam cuisine:
′′ Thank God I wasn’t born in Vietnam, I’m just a bad cook here ′′ – this quote was said by Gordon Ramsay while trying to make Vietnamese rolls. This job must be strange and difficult for him.
Images retrieved from: https://beforeitsnews.com/alternative/2021/11/gordon-ramsay-on-vietnamese-food-3761431.html
Plans that the government has developed
Dr. Vũ Nam, Deputy Director Tourism Market Department - Vietnam National Administration of Tourism
Image retrieved from: http://www.hanoimoi.com.vn/tin-tuc/Du-lich/1031691/du-lich-viet-nam---nhung-dau-hieu-khoi-sac-giai-bai-toan-khat-nhan-luc
Coordination with culinary artists and culinary-related associations:
Request UNESCO to recognize Vietnamese culinary arts
Construction of food tourism products attached to destinations
Introduce the cultural foods, at the same time, promote the local landscapes and craft village exploration
Culinary tourism database and the use of food digital illustration
images, videos, food shows, maybe museums to store the recipes and model foods of 54 ethnics
Promote Vietnamese cuisine at festivals and cultural events hosted overseas
Vietnamese Days events in Japan, Korea, and many other countries
Bibliography
Reccomendations
For individuals
Reliable review channels
Authentic comments and reviews
You are the manager of a coffee shop. Today, one of your staff - Charlotte has irritated a customer named Amanda, for she made a wrong order and didn’t turn up when Amanda needed help. Amanda was having a bad day because her boss heavily criticized her report, she was nearly crushed by a car and scratched by a wild cat. So she is extremely frustrated and keeps yelling at your staff. What would you do in this situation? You can choose more than one option and please give an explanation
a. An empathetic ear b. An apology c. A solution d. Compensation e. Follow-up f. Reassurance
Discussion
3. Customer service in tourism - Quality of customer service- Customer orientation- Recovery from service failure
2. Recreation in tourism
1. Food and beverage industry
- Sectors of the food-service industry
- Service methods
Wrap-up
Thank you for your listening!
References
Kim, M. J., Bonn, M., Lee, C. K., & Kim, J. S. (2019, December). Effects of employees’ personality and attachment on job flow experience relevant to organizational commitment and consumer-oriented behavior. Journal of Hospitality and Tourism Management, 41, 156–170. https://doi.org/10.1016/j.jhtm.2019.09.010
Masberg, B., Chase, D., & Madlem, M. (2004, September 16). A Delphi Study of Tourism Training and Education Needs in Washington State. Journal of Human Resources in Hospitality &Amp; Tourism, 2(2), 1–22. https://doi.org/10.1300/j171v02n02_01
VNA. (2022, January 7). Renowned food culture helps promote Vietnamese tourism. Vietnamplus. Retrieved October 4, 2022, from https://en.vietnamplus.vn/renowned-food-culture-helps-promote-vietnamese-tourism/220355.vnp
Itdr A. (2020, July 20). Đẩy mạnh xúc tiến, quảng bá du lịch ẩm thực Việt Nam – Viện Nghiên cứu Phát triển Du lịch (ITDR). Retrieved October 5, 2022, from http://itdr.org.vn/nghien_cuu/day-manh-xuc-tien-quang-ba-du-lich-am-thuc-viet-nam/
Q AND A
SERVICE IN TOURISM
Thuý Dân Hoàng
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Transcript
Services in tourism
Group: 02
Nguyễn hạ vi
Hoàng Thúy Dân
Nguyễn Thị Thúy hằng
Nguyễn Lưu Thu Hiền
Table of contents
Theory
3. Customer service in tourism - Quality of customer service- Customer orientation- Recovery from service failure
2. Recreation in tourism
1. Food and beverage industry - Sectors of the food-service industry - Service methods
Table of contents
THEORY
ARTICLE ANALYSIS
DISCUSSION
Q AND A
Sectors of food-service industry
Food & Beverage
Service methods
FOOD
wide range of styles and cuisine types- classified by country and type of cuisine
Non- alcohol
Alcohol
BEVERAGES
Alcoholic & non-alcoholic drinks
Sectors of the food- service industry
SECTORS OF THE FOOD-SERVICE INDUSTRY
FOOD PRODUCTION
BEVERAGE PROVISION
FOOD & BEVERAGE SERVICE
SERVICE methods ,
CUSTOMER
a passive recipient of the service, central to the process, an active participant
understand the customer's involvement in the process, identify the experience
SERVICE methods ,
The customer process
The customer receiving the food & beverage product is required to undertake certain requirement
Two separate sub-systems
The service sequence
Beverage provision
May consist 11 or more stages
Production system
Customer process
Two separate sub-systems
Food & beverage service sequence
Serving beverages
Preparation for service
Clearing during service
Taking bookings
Billing
Greeting & seating
Dealing with payments
Taking food & beverage orders
Dishwashing
Serving of food
Clearing following service
Table service
The different service methods
The customer is served at a laid table
Self-service
The customer is required to help themself
Assisted service
The customer is served part of the meal and is required to obtain part through self-service
Single point service
The customer orders, pays and receives the food and beverages
Specialized service
Food and drink is taken to where the customer is
Recreation in tourism
"' Recreation can be described as the pursuit of leisure activities during one's spare time"
Tribe, 2011
OUTDOOR RECREATION
Outdoor activities
take place in a natural setting not a highly cultivated or managed landscape
( Tourism BC, 2013)
recreation in tourism
Adventure tourism
"A trip that includes at least two of three elements: physical activity, natural environment, and cultural immersion"
UNWTO, 2014
Hard
Soft
Adventure tourism
Categorized based on:- the level of experience required
- the level of fitness required
- the degree to which the participant is exposed to risk.
Adventure tourism
NATURE-BASED TOURISM
Tourism experiences are directly or indirectly dependent on the natural environment
These activities are closely connected to nature: whale watching, birding, or self-propelled
( Tourism BC, 2005b)
nature-based tourism
Manner of engagement
The type of environment
The distance traveled
customer service in tourism
In the tourism and hospitality industry, the success or failure of our business and destinations depends on service.
QUALITY OF CUSTOMER SERVICE
+info
In 2012, Cornell Hospitality presented a report from PKF Hospitality Research showed that service dominates price and location in the guest- purchase decision.
Lorem ipsum dolor sit
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod
Total Quality ( TQ)
an approach by business to integrate all employees
Total quality management ( TQM) in tourism and hospitality
a process where service expectations are created by the entire team, with a collaborative approach between management and employees.
CUSTOMER ORIENTATION
In tourism and hospitality, service has always been paramount.
What is customer orientation?
Customer orientation is “a set of activities, behaviors, and beliefs that place a high priority on customer’s interest and continuously create superior customer value”.
Kim (2008)
customer orientation
The needs of the customer > The needs of the business
Is positive attitude enough?
CUSTOMER ORIENTATION
Why is customer orientation important?
“To the customer, only service may distinguish a business from its competition”
(Masberg, Chase and Madlem, 2003)
Service is the key sector leads to the success of a business
Proper customer orientation’s benefits
=> stronger bonds of trust with users
How to determine customer satisfaction level?
Write your title
SERVQUAL technique (compare customer’s perception of quality against customer’s expectation)
5 dimensions of service
Customer orientation
RECOVERY FROM SERVICE FAILURE
Service failure
Results from
Service failure
Results in
Online complaint -> far more damaging to a business than the original issue
How a business handles complaints is critical to ensuring successful recovery from service failures.
Service recovery
Service recovery
Disappointed customers often want:
Service recovery is a critical skill
Article analysis
Overview
Title: Renowned food cultures help promote Vietnamese tourism Author: VNA (Vietnam News Agency) Date of publication: January 07, 2022 Summary: This article mainly discusses the attraction of Vietnam cuisine and its contribution to tourism promotion. To be more specific, this article emphasizes some cultural dishes that have become national symbols and be officially honored by organizations around the globe. Besides, Vietnamese cuisine's contribution to attracting domestic and foreign tourists is appreciated.
Article analysis outline
Opportunity
1. The potential of food tourism
- Cuisine as one of the decisive factors affecting tourists’ decision to travel
Read more
Sai Gon street food tour
Images retrieved from: https://www.viator.com/tours/Ho-Chi-Minh-City/Vietnamese-Street-Food-Night-Tour-in-Ho-Chi-Minh-City-by-Motorbike/d352-11894P6
Opportunity
Read more
Ha Noi street food tour
Images retrieved from: https://www.realhanoibicycleexperience.com/whats-the-point-of-a-street-food-tour-anyway
The 2nd among 15 globally loved dining experiences ranked by The Travellers' Choice Awards 2021 - Tripadvisor Listed as one of 25 Top Overall Experiences Worldwide.
Opportunity
1. The potential of food tourism
- For tourists who don’t go on culinary tourism, food still gains considerable concern
~ 1/4
23.7 percent of their budget on food and drink while in Vietnam (VNAT, 2019)
In 2020, food was the category that domestic travelers invest most in (Minh Ngọc Nguyễn, 2022)
Figures and tables
Opportunity
2. The attraction of Vietnam cuisine:
Asia's top food tourist destination by the World Travel Awards (WTA)
Image retrieved from https://vietnamtourism.gov.vn/en/post/14292
Opportunity
2. The attraction of Vietnam cuisine:
Images retrieved from: https://baodanang.vn/english/infographics/202202/vietnamese-cuisine-sets-five-world-records-3902598/
Opportunity
2. The attraction of Vietnam cuisine:
Images retrieved from: https://baodanang.vn/english/infographics/202202/vietnamese-cuisine-sets-five-world-records-3902598/
Opportunity
2. The attraction of Vietnam cuisine:
′′ Thank God I wasn’t born in Vietnam, I’m just a bad cook here ′′ – this quote was said by Gordon Ramsay while trying to make Vietnamese rolls. This job must be strange and difficult for him.
Images retrieved from: https://beforeitsnews.com/alternative/2021/11/gordon-ramsay-on-vietnamese-food-3761431.html
Plans that the government has developed
Dr. Vũ Nam, Deputy Director Tourism Market Department - Vietnam National Administration of Tourism
Image retrieved from: http://www.hanoimoi.com.vn/tin-tuc/Du-lich/1031691/du-lich-viet-nam---nhung-dau-hieu-khoi-sac-giai-bai-toan-khat-nhan-luc
Coordination with culinary artists and culinary-related associations:
Request UNESCO to recognize Vietnamese culinary arts
Construction of food tourism products attached to destinations
Introduce the cultural foods, at the same time, promote the local landscapes and craft village exploration
Culinary tourism database and the use of food digital illustration
images, videos, food shows, maybe museums to store the recipes and model foods of 54 ethnics
Promote Vietnamese cuisine at festivals and cultural events hosted overseas
Vietnamese Days events in Japan, Korea, and many other countries
Bibliography
Reccomendations
For individuals
Reliable review channels
Authentic comments and reviews
You are the manager of a coffee shop. Today, one of your staff - Charlotte has irritated a customer named Amanda, for she made a wrong order and didn’t turn up when Amanda needed help. Amanda was having a bad day because her boss heavily criticized her report, she was nearly crushed by a car and scratched by a wild cat. So she is extremely frustrated and keeps yelling at your staff. What would you do in this situation? You can choose more than one option and please give an explanation a. An empathetic ear b. An apology c. A solution d. Compensation e. Follow-up f. Reassurance
Discussion
3. Customer service in tourism - Quality of customer service- Customer orientation- Recovery from service failure
2. Recreation in tourism
1. Food and beverage industry - Sectors of the food-service industry - Service methods
Wrap-up
Thank you for your listening!
References
Kim, M. J., Bonn, M., Lee, C. K., & Kim, J. S. (2019, December). Effects of employees’ personality and attachment on job flow experience relevant to organizational commitment and consumer-oriented behavior. Journal of Hospitality and Tourism Management, 41, 156–170. https://doi.org/10.1016/j.jhtm.2019.09.010 Masberg, B., Chase, D., & Madlem, M. (2004, September 16). A Delphi Study of Tourism Training and Education Needs in Washington State. Journal of Human Resources in Hospitality &Amp; Tourism, 2(2), 1–22. https://doi.org/10.1300/j171v02n02_01 VNA. (2022, January 7). Renowned food culture helps promote Vietnamese tourism. Vietnamplus. Retrieved October 4, 2022, from https://en.vietnamplus.vn/renowned-food-culture-helps-promote-vietnamese-tourism/220355.vnp Itdr A. (2020, July 20). Đẩy mạnh xúc tiến, quảng bá du lịch ẩm thực Việt Nam – Viện Nghiên cứu Phát triển Du lịch (ITDR). Retrieved October 5, 2022, from http://itdr.org.vn/nghien_cuu/day-manh-xuc-tien-quang-ba-du-lich-am-thuc-viet-nam/
Q AND A