The Travel and Tourism and Hospitailty Project - Kaswayne Samuels

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TASK 1

Discuss the importance of deliver ing qual i ty services in the hospitali ty industry

and identi fy dif ferences (i f any) between service del ivery in the hospital ity

industry and service delivery in other businesses.

Before proceeding, it is prudent to define the following terminologies: “quality” “service”

“hospitality” and “industry”; these terms according to the WordWeb Dictionary are defined as:

Quality - “a degree or grade of excellence or worth” service -“work done by one person or

group that benefits another” hospitality - “k indness in welcoming guests or strangers” and

industry as defined by the same source means “the people or companies engaged in a particular

kind of commercial enterprise.”

Hence, one could rephrase the topic statement to read - The importance of delivering a degree of

excellence through work done by one person or group of persons that benefit others by the

people or companies engaged in the kindness of welcoming guests or strangers as a means of

commercial enterprise. Now the questions asked in this exercise are (1) is there a difference

between service delivered in the hospitality industry and service delivered in other business? (2)

What is the importance of delivering quality service in the hospitality industry? In response to

the research questions quoted herein; I shall address them respectively.

The hospitality industry as a commercial enterprise spans very far and wide; it covers a range of

organizations’ offerings; from airline and transportation services to food and accommodation

services. The industry is divided into sectors which are broken down according to the skill-sets

required to bring about the kindness in welcoming visitors, thus creating a unique and

encouraging experience. Some of these sectors include accommodation, food/beverage, meeting,

events, entertainment and recreation, lodging, restaurants, tours/or excursions, theme parks,

transportation, cruises and visitor s’ information just to name a few.

Each sector offers a service which contributes to the overall attraction and experience of any

given destination within the hospitality industry, for a while lets reflect on our very own country

– Jamaica. According to Encyclopedia Britannica (2012); “tourism and other services are huge



components of the island's economy, providing about one-fourth of both the GDP and

employment.” The article further states “Jamaica's economy relies heavily on tourism, which has

become the country's largest source of foreign exchange. Most tourists remain on the island for

several days or weeks, although increasing numbers disembark only briefly from cruise ships at

Ocho Rios or Montego Bay. These and other towns on the northern coast, as well as Kingston,

are the tourist sector's main bases of activity.” It is clear that the article is referring to outbound

not inbound tourists; so, what’s the difference? An outbound tourist is someone who travels

outside of their native land to visit on another’s soil for less than one year and more than twenty

four hours, while inbound is the opposite, one travelling within their homeland. The question

asked in the previous paragraphs is there a difference between service delivered in the hospitality

industry and service delivered in other business? The answer is yes there is, why because it is the

responsibility of the persons that serves others by the companies engaged in the kindness of

welcoming guests or strangers as a means of commercial enterprise to understand each tourist’s

culture, needs, wants, demands, preferences, likes and dislikes before quality service can be

delivered so that each individual tourist’s experience of the destination can be unique to them.

Now half the problem is solved when delivering quality service in other businesses simply by

virtue of the fact that the service providers understand fully the culture of the vast population of

their customers. Hence, I concur there is a huge difference between the two.

As it relates to the latter question; what is the importance of delivering quality service in the

hospitality industry? The importance of quality service to the hospitality industry cannot be over-

emphasized. Quality service is totally necessary and vital to the sustainability and longevity of

the industry; in fact, one could say that it is the lifeblood of the hospitality industry. The fact that

the hospitality industry is a service-based business; dictates that quality service is one

commodity that has to treated with the most utmost care and because of its fragility it can be

ruined by just one bad experience, but most important; it is the world’s number one foreign

exchange earner. According to statistical information published by the World Tourism

Organization, “698 million people traveled to a foreign country in the year 2000, spending more

US$ 478 billion. International tourism receipts combined with passenger transport currently total

more than US$ 575 billion - making tourism the world's number one export earner, ahead of

automotive products, chemicals, petroleum and food.” Now, if first world countries like the



United States and the United Kingdom can boast this kind of benefits from the hospitality

industry through tourism; just imagine what is happening to (and could happen for) third world

countries like Jamaica and some other parts of the Caribbean that have far better weather

conditions, more attractive beaches, hosts beautiful attraction sites sun-kissed by the natural

golden beauty of the sunshine and hugged gracefully by our lush tropical vegetation.

It therefore means that if quality service is curtailed within the industry one of the most likely

thing that would happen is that most tourists (especially repeat visitors) would cease from

choosing Jamaica as a destination which would take a further negative toll on the Jamaican

economy thus plunging it into further decline through events like job loss, increase crime rate

due to unemployment, increase poverty rate thus impacting on inflation and so on; which would

overall contribute to further economic crisis.

TASK 2

1. Indenti fy the pros and cons of community based tour ism and discuss the

impl ications on the country as a whole.

2. What are the main f actors that attract tour ists to the Caribbean?

In agreement with the thesis statement of this question “Community-Based Tourism (CBT) has,

for over three decades, been promoted as a means of development whereby the social,

environmental and economic needs of local communities are met through the offering of a

tourism product. However, whilst many project have been funded in developing countries, their

success (or otherwise) has not been widely monitored and therefore, the actual benefits to local

communities remain largely unquantifiable” but before I proceed to identifying the pro and cons

of CBT along with their implications to a country; lets first identify what exactly is Community-

Based Tourism?



Approaches to Community Involvement in Tourism Development

While a wide range of variables determine the form which tourism development ultimately takes

in the context of a communal area, the issue of ownership and the degree of community

involvement are fundamental. Considering individual enterprises. Four basic producer scenarios

are possible:

1) a private investor could obtain a PTO or concession from the Government

to operate a tourist facility in a communal area, perhaps providing Employment

opportunities, but no direct revenue to the local community;

2) a private investor could voluntarily decide to share some revenue with the community

from a tourist enterprise developed on communal land;

3) a private investor and a community could collaborate in the form of a profit-sharing

joint venture; the community has entitlements to profits or lease payments, and may or may not

be closely involved in the management;

4) the community could decide to develop its communal resources for tourism purposes

through its own community enterprise,

(5) for example, through campsites, craft sales, or cultural attractions. A second factor

which often influences the form of tourism development is the way in which producers decide on

the tourism product which they want to supply. The process of product selection typically falls

somewhere along a continuum of approaches, with demand-driven tourism development at one

end and supply-driven development at the other. In a demand-, or industry-driven framework,

producers choose to produce a given tourism product based on an assessment of the potential

market demand for these products in the region. This is important for minimizing the risk of

financial failure and for exploiting untapped market potential. In a supply-, or capacity-driven

approach, on the other hand, producers identify those services or experiences which they are

most able and willing to offer to tourists at a given point in time based on local resources, and

then attempt to market these "products" within the context of the existing industry. This helps

ensure an enterprise is feasible, fits within the carrying capacity of an area, (physical, ecological,

cultural) and develops the comparative advantage of a locality and of the Namibian tourism



product as a whole. While experienced tourism producers presumably draw both on their own

particular capacities and on their knowledge of the market in designing their product, limited

Access to information, skills, and capital can make it quite difficult for fledgling community

producers to meet the demands of the established industry. In such instances, a supply-, or

capacity-driven approach to developing a tourism venture may result in dramatically different

results for local producers than one which is based primarily on external industry conditions, as

the discussion below of community enterprises illustrates. Furthermore, the extent to which

private investors seek to market and build upon features of the local area (its resources, history,

products, or people's

The advantage of community based on tourism

An advantage of community bases tourism, if let us saysone of local parish like Hopewell in

Hanover Jamaica a cave was found with Mineral River , insets that’s not common outdoors, large

rocks and also rock forming inside because of the minerals and rain fall years upon years of

development producing two distinct features known as stalactite and stalocmight which is a

feature of rock that forms (growing rock). The stalactite which comes from the top of the cave,

while the stalactite which comes from the base of the cave. Caves are large underground

chamber, typically of natural normal found on hill or between two incline plains; they are a

hollow open space under the ground.

The advantage of community bases tourism if a caves found in the local community it would

help a lot of the unemployed people in because it open a gate way for private investor and

workers then after the cave as been set up, they can make flyer and lot of advertising and send

out some distributors in the tourism areas and also create a web-site online with tours that they

offer which would amazed a lot of over sea travelers’ and lot geology student and professors and

lot of the ecotourism and this would make a addition to our tourism and economic .The

community would have to organized facilities in the area to accommodate the tourists so a lot of

people in the community could open restaurant while some can open a craft market with a lot

of different variety of thing this help most of majority of the community to have a job . This



would be one of the few time that tourist get to go in the rural area and see what it have to offer.

In a more simple way community based tourism providing employment opportunities, but no

direct revenue to the local community.

Social benefits: employees may gain some skills, such as proper English-speaking, although

Confined to unskilled or semi-skilled jobs, they are unlikely to acquire business skills.

However, other members of the community and particularly community leadership and

Institutions have no role, in either providing inputs or distributing benefits, so there is

No institutional development or other human resource development involved.

Ownership and control of the enterprise and the community's earnings remain entirely

In the hands of the entrepreneur. Also t boost to local economic activity, jobs

And earnings, but limited distribution of benefits locally. Low impact in terms of

Secondary linkages (except during construction), institutional and human

Resource development. Potential infra-structural development. Potential for

Significant resource costs to local people.

The disadvantage of community based on tourism

The disadvantage of the community based on tourism the risk of financial

Failure and for exploiting untapped market potential. In a supply-, or capacity-driven

Approach, on the other hand, producers identify those services or experiences which

They are most able and willing to offer to tourists at a given point in time based on local

Resources and then attempt to market these "products" within the context of the existing

Industry. The community of local tourism issues, the role of the resource base, and potential to

earn income from tourists, hence may have spin-off benefits. However finding a provide investor

and making make him or her have him aim.

The investor's aims.

The rate of return on investment that is acceptable to an investor will depend on the

investor's objectives. If the aim is to earn his/her main source of annual income, as in the case of

a young entrepreneur running his/her own lodge, a high return will be important. However, if



the aim is to store money earned elsewhere in a long-term low-tax form, or to invest in an

enterprise that will reap low annual dividends but a high "nest-egg" when sold, then a lower

annual return will be acceptable. This suggests that the provider of capital finance is more likely

to be an "absentee partner" and therefore different from the person who provides the other main

resource scarce in local communities -- entrepreneurial and management skills

The implications on the country as a whole

The implications on Community-based tourism on the country as a whole earning foreign

exchanges, creates employment and allows the person to meet new people however, if a local

community would found a tourism attraction the first thing we would notice this the population

of the tourist increased in the country and when the population increased they is going to a

demand worker in the tourist industry and hospitality industry because more housekeeper,

porters, kitchen workers, bartenders, transportation and a lot more like hotel restaurants and est.

The unemployed rate decreased and however a lot of families and student would have been help

out a lot by such act even the crime rate might decreases because there would have been lot of

jobs available which this won’t force a lot of people to do illegal stuff so this is why I think the

crime rate decrease and tourist population escalate even more when there is little to no crime in

the country are island.

The overall community base tourism implication on the country has been good in developing

countries, local community, socio-economic development, small businesses, and island.

Jamaica community bases tourism competitive advantage

Community based tourism is an alternative type of tourism that can be used to diversify the

Jamaica tourism product and provide Jamaica with a competitive advantage like reggae music

which Bob Marley who made reggae into an international phenomenon. In the wake of his

success in the 1970s came a host of other names, and it wasn’t long before reggae became an

established genre of music. But reggae was simply the growth, the development, of what had

been happening in Jamaican music. Beginning with ska, and then rock steady, the loudest island



in the world had declared its real musical independence, and had already made an imprint on the

world, albeit a small one.

However our rich culture, weather and eco tourism such bird, cave mountain and resorts added to

our advantage because there is no other country or island that have similar culture or language

you can’t it in a other country that speak patio and our language amused a lot of forging counties

over the world also our beaches and resorts is known as one of best because of its clean and

wonder full look in addition our weather is one of the main advantage of all when it snowing and

cold it other countries its mostly sunny in Jamaica and out 360 water view and mountain view

however we have a lot of cave that give us lot of attention these are the things that give us our

advantage is tourism our beach, resort, weather, views, culture and language .

TASK 3

Discuss the signi f icant impact of technology on the development of the travel

and tour ism industry.

Travel and tourism industry has been develop a lot because of technology, because in the late

1400 to early 1600 the tourism industry wasn’t that develop as now because of the way people

transport was one the main reason, the steam engine was invented in 1779 and the stem ship was

however invent in 1809 this allow tourist to start travel leisure, recreation and holidays , visiting

friends and family ,business and professions also for health treatment and religion then the

tourism industry start to grow from there then in 1841 the railway excursion using chartered

train, tourism was increased even more motor car was introduction in the 20th century , air travel

so that tourist could travel near and far with their varieties of luggage such as large or small

which as boom the population of tourism industry ,now that tourist can travel in ever means by

ships, motor car and air travel, tourist start to demanded more technology in the hospitality

industry such as quality hotel and restaurant . They rather to go to hotel with wife, phone andtelevision so they can connect back home easy and know what going on than a hotel with just

bed and bather room. Tourist also rather to book a flight or make reservation for a hotel or rent a

car on the computer or on their phones.



The world tourism will continue to grow day by day because tourist like better and faster and

more compatible ways to live and travel as long technology continues to increase and tourist is

given what they looking for in technology wise.

INDEXWorking on



Summary

A comparative analysis of service delivery in the hospitality and other industry, the pros and

cons of community based tourism and the impact of technology in the development of the

tourism industry

The Travel, Tourism and Hospitality sector



NAME: Kas-wayne Samuels

SUBJECT: Travel Tourism and Hospitality Sector

INSTITUTION: Colbourne College

Documents

The Travel and Tourism and Hospitailty Project - Kaswayne Samuels