Робота з туристами

Guidelines for Handling guest complaints

Front office management and staff should keep the following resolution guidelines in mind when handling guest complaints.

When expressing a complaint, the guest may be quite angry. Front office staff members should not make promises that exceed their authority.

Honesty is the best policy when dealing with guest complaints.. If a problem cannot be solved, front office staff should admit this to the guest early on.

Front office staff should be advised that some guests complain as part of their nature. The staff should develop an approach for dealing with such guests.

Top Ten ways of handling guest Complaints:

Listen with concern and empathy.

Isolate the guest if possible, so that other guests won't overhear.

Stay calm. Don't argue with the guest.

Be aware of the guest's self-esteem. Show a personal interest in the problem,Try to use the guest name frequently.

Give the guest your undivided attention. Concentrate on the problem, no on placing blame. Do NOT Insult the guest.

Take notes. Writing down the key facts saves time if someone else must get involved. Also, Guest tends to slow down when they see the front desk agent trying to write down the issue.

Tell the guest what can be the best done. Offer choices. Don't promise the impossible, and don't exceed your authority.

Set an approximate time for completion of corrective actions. Be specific, but do not underestimate the amount of time it will take to resolve the problem.

Monitor the progress of the corrective action.

Follow up. Even if the complaint was resolved by someone else, Contact the guest to ensure that the problem was resolved satisfactory.

Роль туристичного агента

Travel agents are responsible for helping members of the public select and organise their ideal holiday on a limited budget. A travel agent's role is to help people plan, choose and arrange their holiday. They will usually work to a budget set out by whoever is planning the holiday. They also offer advice and opinions on where to go and local tourist attractions, events and customs. A degree in any subject is acceptable, although travel, tourism, languages, leisure, business studies or management degree holders may be at an advantage.A travel training company qualification or relevant travel agency, retail or sales work experience can also be helpful.

Key skills for travel agents

Commercially aware

Good interpersonal skills

Numerical ability

Verbal communication skills

Статистика в туризмі

The travel and tourism industry is one of the world’s largest industries with a global economic contribution (direct, indirect and induced) of almost 7.6 trillion U.S. dollars in 2014. The direct economic impact of the industry, including accommodation, transportation, entertainment and attractions, was approximately 2.36 trillion U.S. dollars that year. A number of countries, such as France and the United States, are consistently popular tourism destinations, but other, less well-known countries are quickly emerging in order to reap the economic benefits of the industry.

Worldwide, the tourism industry has experienced steady growth almost every year. International tourist arrivals increased from 528 million in 2005 to 1.13 billion in 2014. Figures were forecasted to exceed 1.8 billion by 2030. Each year, Europe receives the most international tourist arrivals. It also produces the most travelers: with 575 million outbound tourists in 2014, the region had more than double that of the second largest tourist origin, the Asia Pacific region.

In 2014, global international tourism revenue reached approximately 1.25 trillion U.S. dollars, having almost doubled since 2005. That year, China had the largest international tourism expenditure, followed by the United States and Germany. The leading city in international visitor spending was London, where tourists spent more than 19 billion U.S. dollars in 2014.

Піонери туризму

For millions of people around the world, the name Thomas Cook means traveller's cheques and travel agencies — but who was Thomas Cook? He was the first person to develop mass tourism. He organized excursions and tours which opened up the world of travelling for pleasure to the middle classes. Many of the things which we now take for granted in modern tourism date back to Thomas Cook

Freddie Laker

Laker was one of the pioneers of modern passenger air travel. He was born in England in 1922, and from an early age he was involved with aircraft. He was an aircraft engineer in the Second World War and also learnt to fly.