HBM 131 1st Edition Lecture 3 Outline of Last Lecture I A B C D E F G H I Outlook for Hospitality Accelerating Competition Service is the Difference Value Consciousness Technology Empowerment Diversity Concern with Security Sustainability Globalization Outline of Current Lecture I Impacts of Tourism A Economic B Cultural Impact of Tourism C Social Impacts of Tourism D Environmental Impacts of Tourism E Tourism Promoters II Defining Service A Webster s Definition B What companies are known for service and Why C Service D Is the Customer always right E How to capitalize on disappointed diners Current Lecture I Impacts of Tourism A Economic 1 Multiplier effect This measure gauges how much money comes into the economy from visitors and then how that money is disbursed through the local economy Example 2 Leakage A percentage of the new money brought into a local economy through tourism may eventually leave the area for a variety of reasons B Cultural Impact of Tourism 1 Preservation Many times tourists visit areas to experience native traditions and customs When demand for such tourist activity exists there is pressure on the locals to maintain the attractions heritage and other cultural aspects to keep the visitors coming 2 Change While tourism can help preserve an area s culture it can also speed up its process of change C Social Impacts of Tourism 1 A surge in population in a particular area can lead to increased crime and violence 2 Tourists can breed resentment among locals who may live in poverty conditions by comparison especially in third world countries 3 Tourist visits can challenge the norms of the local area women working in hotels may earn higher wages than their husbands who farm causing stress to a traditionally patriarchal family dynamic 4 Tourism can also have a strong positive social impact Visitors to impoverished areas can help raise awareness to the plight of those less fortunate 5 Efforts to improve water quality the building of schools adoption of fair trade practices and the treatment of health issues diseases are the direct results of people traveling the world seeing the needs and working to make a difference D Environmental Impacts of Tourism 1 As with the other impacts of tourism the environmental one has both positive and negative repercussions Those include 2 The preservation of pristine natural areas through government private sector support and use regulations 3 The deterioration of areas due to increased traffic and carelessness E Tourism Promoters 1 Chambers of Commerce 2 Tourism Office 3 Airline Deregulation 4 Oneworld Sky team Star Alliance II Defining Service A Webster s definition 1 Work done for somebody else as a job duty punishment or favor After 25 years of service to the company all I got was a watch 2 Helpful action an action done to help somebody or as a favor to somebody Would you do me one small service 3 Work for customers work done for the customers of a store restaurant hotel or similar establishment often with regard to whether it pleases them or not The service in this restaurant is lousy You can never get any service in this place B What companies are known for service and why 1 Nordstrom s return policy 2 Les Schwab we come running 3 Ritz Carlton budget for service recoveries C Service 1 Meeting and exceeding guest expectations 2 Serving the Needs of Others 3 Is Service a profession 4 Competitive Advantage D Is the Customer ALWAYS right 1 When are they right Most of the time 2 When should you give in When they could pass on a negative view on the company 3 When should you Fire a Guest When they disrespect your employees or are continuously taking advantage of the company E How to capitalize on disappointed diners 1 Every restaurant has to deal with complaints Don t take complaints personally or consider them a nuisance Rather consider complaints to be what they really are valuable feedback on how you re doing and how you can improve