Lesson 1 Flashcards
derived from the Latin word “hospitare” meaning to receive as a
guest, and “hospes” meaning guest, visitor or one who provides lodging
HOSPITALITY
Receive as a guest
Hospitare
meaning guest, visitor or one who provides lodging
Hospes
The word tourism is derived from the word ____ which means study or search
or tour.
‘Torah’
What are the Deadly Sin of Service?
- Apathy
- The Brush-off
- Coldness
- Condenscention
5.Robotism
6.Rule Book
7.Runaround
What are the 4 Product Variables?
Inangibility
Inseparibility
Variability
Perishability
Can’t be seen, tasted, felt, heard, or smelled before purchase
Intangibility
Can’t be separated from service providers.
Inseparability
Quality depends on who provides them and when, where, and how.
Variability
Can’t be stored for Later sale or use.
Perishability
Customers’ questions and issues are important to them, and they expect
that those questions and issues will be important to the people they do business
with.
Apathy
This often comes in the form of phone trees, where customers
can’t dial through to a person.
The Brush-off
This is apathy and the brush-off combined and at their worst.
Coldness
When employees use jargon, acronyms or language that doesn’t
sound like what customers use, they’re condescending.
Condescending
This is often displayed in a customer service pro who starts interactions
by asking for account numbers, phone numbers or other generic information, rather
than trying to make conversation.
Robotism
When employees just follow the rules, rather than common sense or
their hearts, they come across as cold and uncaring.
Rule Book
Employees might give customers the runaround when they
continually suggest customers look at a website, fill out paperwork or make another
call.
Runaround
What are the Reasons Behind Inconsistency in Service?
• Education System
• Little priority on training in service
• Over-reliance on technology
• Lack of motivation
• Pandemic/Health Crisis
is a person who travels to a country other than in which
he/she has his/her usual residence for not more than one year, and whose main
purpose of visit is other than the exercise of an activity remunerated from within the
country visited based.
International Visitor
Is any person who, regardless of nationality, is a resident of a
country and who travels to a place in the same country for not more than one year
and whose main purpose of visit is other than practicing an occupation remunerated from within the place visited.
Domestic Visitor
when there exist some location-dwelling, place of production or other premises-within
the economic territory on, or from, which it engages, and intends to continue to
engage, in economic activities and transactions on a significant scale either indefinitely or over a finite but long period of time.
Center of Economic Interest
A number of people traveling together following an itinerary organized by a private entity such as tour operator or travel agency or by a
government institution.
Group tour
A tour conducted for tourism purposes by a tour guide.
Guided Tour
Tourism of non-resident visitors within the economic territory
of the country of reference.
Inbound Tourist
