CTH LEVEL 3 DIPLOMA IN TOURISM AND HOSPITALITY MODULE TOURISM AND HOSPITALITY INDUSTRY (THI) STUDENT’S NAME : DINH THI KIEU MY CTH MEMBERSHIP NO : Table of contents page 1.0 Introduce 1.1 The history of hospitality industry 1.2 The characteristic and importance of the hospitality The characteristic of the hospitality industry The importance of the hospitality industry 1.3 Different types of businesses within the hospitality industry Accommodation Food and Beverage and Transport station 1.4 The hotel grading system 1.5 The factors that affect the industry and its success 2.0 Background of the organization 2.1 The history of the Tourism Industry 2.2 The characteristic and importance of the Tourism Industry The characteristic The importance 2.3 Tourism indicators and patterns of demand 2.4 Emerging forms of tourism 2.5 The importance of transport, accommodation, attractions and event 3.0 Tourist & tourism 3.1 Define the terms “tourist” and “ tourism” 3.2 The purpose and responsibilities of travel agents 3.3 The purpose and responsibilities of tour operators (including those working in specialist market) 3.4 The responsibilities of tour guide 4.0 Conclusion 5.0 References 1.0 Introduction This assignment is about the tourism and hospitality industry from past to present and all problem relative to it, it provides general about the tourism and hospitality industry. The knowledges of history, characteristics and importance of the tourism and hospitality help us to analyze the types of business, the grading system and the negative and positive factors affect to tourism and hospitality industry in order to understand more about the development and important of the tourism and hospitality to the economy today. Moreover, this assignment also helps us to see the factor that directly affect to the tourism and hospitality industry, so that help the organization can find the solutions to improve the weakness, limit the threats and risks, develop the strengths and take advantage of opportunities for the growth in the hospitality. It also give knowledges about the purpose and responsibilities of the travel agent, tour operation and a tour guide, to help us understand clearly. 1.1 The history of hospitality industry Three countries typical for the history of hospitality are the Egypt, the Roman Empire and the Greek. 2611BC Pyramid was built in Egypt and became a nice place to celebrate, attract tourer and business activities from souvenir sale began to appeared. Greek for social and religious purposes, Roman expands trade, people travel from one place to another, exchange goods, trade activities. With the purpose serve traveler, Greeks developed thermal baths in villages for rest point, The Romans built mansions for accommodation for traveler on business and stagecoach became transportation. Hospitality industry really began to develop was in XVI- XVII centuries when the trade, traveling, demand for accommodation, entertainment of people increasing. In 16th, France provide the Michelin guide. In 1760 the industrial revolution has enabled the construction of hotels in Europe, England and America. The French Revolution has changed the country’s culinary history and contributed greatly to the development of the restaurant, example: Auguste Escoffier provided the “Brigade system”, M.Boulanger is considered “father of modern restaurant” by his soup business in Paris in 1765. Early 1800s, the first luxury hotel was built in London is Royal hotel, and after that Savoy hotel opened in center London in 1898 by the general manager Cesar Ritz and the chef was Auguste Escoffie, beside that the series of hotel opened such as the Holt Hotel, the Ritz Hotel, Le Grand Hotel and so on. Also during this time, the hospitality was develop with lock on doors, an a la carte menu, lifts for the guests, bathroom with hot and cold water, club village, …In 20th, witnessed the construction of hotel or business people and development of city and beach hotels and technology was used in hospitality such as marketing, reservation systems, … (CTH Tourism and hospitality, p5) 1.2 The characteristics and importance of the hospitality industry The characteristic The characteristics of the hospitality industry. Every aspect of business has its characteristics and the hospitality industry itself. The hospitality has a lot of characteristics. Intangibility, heterogeneity and aggregability con are three characteristic typical of hospitality industry. Intangibility is the first characteristic of the hotel industry, which characterizes show the invisibility of products and services. Specifically, this is the experience of customer when using the service that reflects the attitude and evaluation of customers about the service attitude, utility and quality of service. The second characteristic of the hotel industry is the heterogeneity. The hotel industry summarize the diversity of the country’s industries, but each country has different characteristics, climate, lifestyle, and culture. Each customer has different preferences and demands, so the quality of service and service is not the same. As a result, the hospitality industry develops heterogeneity among countries and regions. The third characteristic of the hotel industry is aggregability. The hotel industry develops while promoting other industries to develop, besides serving the needs of accommodation and dining of customers, the hotel industry also meets the demand for entertainment, … And organize events such as weddings and conferences. Besides that, hospitality industry also has other characteristics such as -, limited life-span, no inventory, … The importance of hospitality industry The economy is developing more and more, the people’s living standard are increasing, which lead to demand for tourism development at the rapid pace. The tourism industry is growing, not only to bring about economy efficiency but also to promote other economic sectors, create more jobs and create opportunities for people to come to new places to experience beautiful scenery, life, culture, cuisine. For example: The UK hospitality industry contributed an estimated £57 billion to UK GDP in 2014 (2011 prices). This equates to almost 4 per cent of total UK GDP. The UK hospitality industry is estimated to have contributed £41 billion to the Exchequer in 2014. (The economic contribution of the UK hospitality industry, p8 ) 1.3 Different types of businesses within the hospitality industry Accommodation and Food and beverage are two typical types of business within the hospitality industry Accommodation The hospitality industry covers a wide range of organisations offering food services and accommodation. Hotels, motels and hostel are categorisied as part of the lodging industry where accommodation and food service are both provide. This industry developed from inns, since the development of the transport industry has grown into leisure-related tourism. The budget for food and beverage in accommodation will vary according to size, ownership, location of service, goals of owner, …. ( CTH tourism and hospitality industry, p13) Type of Accommodation: Hotels: are the typical type about accommodation business and catering and serve other service, have a lot of room full facilities and certain standards, example: Fullerton hotel in Singapore Guest houses: Tourist accommodation establishments, equipped with necessary equipment to serve tourists, not qualified as hotels Bed and breakfast: small tourist accommodation, only provide overnight accommodation with breakfast for the guest. Farmhouses: small accommodation on a farm, Apartment, villas, gites or cottages: type of home for rent, often fully equipped for self- service. Campus accommodation: accommodation for student, it’s close to the school. Youth hostel: hostel for young person with multi-storey bed and cheap. Camp sites: place can camp may be near beach have tent, toilet,… Time- share: a type rent accommodation to rest in a short time with cheap price. Food and Beverage Food and beverage is very important in business of hospitality industry as well as accommodation. Food and beverage have a lot of types such as restaurant, fine dining, coffee shop, bar, lounge… With a variety of servicers, food and beverage together with accommodation, it is easier to satisfy customer’s demand and make it easier for customers to choose the suitable service for their need. 1.4 The hotel grading system Grading helps separate accommodation according to standards and service offered, rating. Hotel grading system is classification systems and hotels follow certain standards. (Tourism and hospitality industry,p3) The hotel business does not yet have a common set of hotel criteria. Each area, each country has different hotel rating systems. Each country will have a basis for rating hotels, for example in the Philippines, the Department of Tourism has an accreditation system for hotels, apartment hotels and resorts. The current system which uses a “star system” which rates establishments from 1 to 5 stars was adopted in 2012. The rating of the aforementioned facilities are determined through a points system. Hotels, apartment hotels, and resorts are graded according to their service, facility quality and condition, and business practices. (Philippine Tourism. Department of Tourism (Philippines). Retrieved 10 December 2016.)  Facilities and services are limited. Appeals to “budget minded” tourists.  Appeals to tourists looking for more than basic accommodation. Has expanded facilities and “higher level” of comfort.  Accommodation is deemed “very good”. More spacious public areas and higher quality facilities and a greater variety of services.  “Up-scale in all areas” and accommodation is “refined and stylish”. Service is deemed responsive, and has an extensive array of facilities.  Reflects characteristics of “luxury and sophistication”. Facilities are deemed “world class in every manner” and services are deemed meticulous and “exceeding all guests’ expectations”. (Department of Tourism (Philippines). May 2012. p. 3. Retrieved 10 December2016.) 1.5 The factors that affect the industry and its success The internal and external factors are the factors affect directly to the successful of industry. The internal factors affect the industry are the internal factors of an organization that determine the competitive strength and development of it, including: Men, money, machine and material. Man: man is human resources of organization and very important with organization, that’s the factor impact directly to the organization from inside. For example: in a hotel, manager and staff is man in a organization, if they work effectively, they will help the organization grow. Money: This is financial resources for production including infrastructure construction, recruitment, investment cost, employee salaries and promotion. Financial advantage will create a development advantage as almost all operations need financing. Example: One hotel help strength of financial will have competitive edge on market. Machine: machine is also important in organization’s operation, it including all technology machine help staff work effectively. For example: personal computers for customer records,…facilitate employees work better. Material: These are the element that is needed to be converted in to outputs. These are mainly electricity, telephone line, internet, etc.( CTH Tourism and hospitality industry . p9) The external factors is all factors from outside the organization impact to the business, including political, economic, social, technology, environmental, legal and so on. That can be creat conditions for hospitality industry develop and contracry. 2.0 Background of the organization The Reverie Saigon is one of the new members of Leading Hotels of the World, one of the most prestigious hotels in the world. The hotel is located on the top floors of Time Square, right in the heart of Ho Chi Minh’s commercial, tourism and entertainment district. The time square is lined with a full-color lighting system, providing a unique night-lighting experience. The Reverie is a splendid Italian style, modern and classic. The reception hall of the hotel is located on the 7th floor of the building, with colorful spaces, especially the special edition of the clock dedicated to Florentine (Italy) artisans, and Sofa – the only version of the world in the line of masterpieces Esmeralda of the famous brand Colombostile. The hotel has 286 rooms designed in 12 different interior styles. From the bedroom to the bathroom, there are exquisite interiors from Italy’s leading furniture brands: Visionnaire, Poltrona Frau, Giorgetti và Colombostile, combining modern European and classic styles. At Reverie, guests will enjoy the unique space under the modern pool with underwater music and underwater illumination displays, modern gym and Jacuzzi and sauna rooms. Great. In addition, guests will experience the luxury spa with modern European and sophisticated architecture. Blending European and Asian styles, the 4 restaurants and bars of the hotel serve French cuisine with romantic open space and splendid design to offer views of Saigon from the 6th floor. 2.1 The history of the Tourism Industry Tourism has emerged and developed into the Roman era. Tourism is only available for trips off the coast, from one place to another. Then, the gladiator battles, the Egyptian and the greece are the attractions tourists. After the fall of the Roman Empire, the tourism industry slowed down. In the Middle Ages, travel as revived thanks to the need for education, and pilgrimages. Global tourism industry has a large been improving since the nineteen century, when the earliest travellers were walking or riding domesticated animals. The invention of technology has provided new modes of transportation and increased individuals’ opportunities to travel. Because of roads are improved and governments stabilised, interest in travelling rose for studying, sightseeing and religion purposes. (Holloway, J, C. Humphreys, C and Davidson, R. 2009). At this century, Thomas Cook also organized the first tour for 165,000 people to the Fair in London, and then he developed tours to many places visiting England. He is regarded as an entrepreneur of tourism with many contributing to the development of tourism in England and the world. After that, tourism is developing more and more, people start to travel abroad due to the development of transportation and economy, business tourism is also increasingly popular and advanced with the development of technology. 2.2 The characteristic and importance of the Tourism Industry The characteristic Firstly, the tourism industry is human-driven, man-made and participatory. The standard of the tourism industry are assessed by the attitude and level of satisfaction of customers in the service sector. For example: the image of a travel organization is reflected in the customer feedback, as they have good experiences and satisfaction with the service the organization provides, will enhance the image of quality, the service standard of the organization, this increases the customer service use. Secondly, tourism is a multi-dimensional phenomenon, depending on other activities, tourism and tourism activities that take place in parallel and complement each other, tourism activities depend on the festival, the attractive of natural scenery. For example, when a festival takes place in one place, tourism activities will happen more because of the demand of both tourism and the festival experience of tourists. Finally, the seasonal tourism industry is increasing its tourism activity and focusing on some time. Tourists will travel during the holidays, holidays, summer, winter, or summer. At the time of the holiday, travel agencies will have more revenue than the unthinkable or holidays. The important Tourism is an economic sector that not only brings economic benefits but also promotes other economic sectors, the tourism industry develops opportunities for people to work in the region, make use of natural resources as well as creating favorable conditions for intercultural exchanges between countries. E.g: The total contribution of Travel & Tourism to GDP of China was RMB 9,119.7 billion (USD 1,349.3 billion), 11.0% of GDP in 2017, and is forecast to rise by 6.6% in 2018, and to rise by 6.6% pa to RMB 18,461.7 billion (USD 2,731.5 billion), 12.9% of GDP in 2028.(China travelnews,2017) This shows that tourism plays an important role not only in the economy but also in human and social life. Travel facilitates them to new lands, experience culture, food, life, experience things different from where they live from their experiences of changing attitudes and thoughts. 2.3 Tourism indicators and patterns of demand Tourism indicators are designed to track and measure tourism-related activities in a particular country or region. These metrics help measure and identify new trends, patterns of travel and entertainment there. Here are some of the most popular indicators: Number of arrivals: The number of visitors and use of transport in an area. For example :In 2017 the number of visitors to Vietnam was 12,922,151, an increase of 29.1% over the same period in 2016.(Vietnamtourism,2017) Traffic: includes means of transport for tourism such as ferries, tourist boats, motorcycles. . . The cost of visitors: is the cost of the tourist used to serve the needs of individual travelers and contributes to the economy of the destination. For example, in 2017 total revenue from all tourist activities of foreign visitors came to Vietnam was about 23 billion USD. (Vietnamtourism,2017) Occupancy rates can be compiled monthly, weekly. Higher rates lead to more employment and vice versa. Visitor length of stay: Information on the length of a visitor’s stay in a country can determine trends and patterns during their stay at different times of the year. Passenger counts: provide the total number of passengers on domestic and international carriers. In 2017, international flights landed in Vietnam bringing 10.910.297 passengers. (Vietnamtourism,2017) 2.4 Emerging forms of tourism At present, the economy is developing, the demand of human life is also improved, the demand for tourism is also the same, besides tourism for the purpose of resting, experiencing nature, the demand for leisure travel, experience life, harmony with nature more and more. As a result, new types of tourism are becoming more diverse and diversified to meet the needs of tourism: Culinary tourism: Traveling with the purpose to learn and enjoy the cuisine, drink of a place. For example when people travel to Singapore, they will come to china town to try China cuisine. Dark tourism: Traveling to historical sites, learning about things that happened in the past, it is often associated with death and suffering. For example: Con Dao prison, Vietnam was built by France in 1862 to detain Vietnamese prisoners, the US also used to detain communists, revolutionary leaders. To this day, this place has become a hell on earth, attracting international and domestic tourists. Disaster tourism: the journeys to find out and experienced nature disasters. Eco- tourism: traveling with nature, enjoy and experience the natural scenery and local culture. This type of tourism often educates, propagates the protection of nature and the environment, often brings benefits to the economy, the environment and nature. For example Tongoriro national park in New Zealand. Heritage tourism: traveling to find out and experience culture, stories happen in the past and relics associated with history. E.g: in April tourist will come to Thailand to experience Sonkran Water festival of Thailand. Medical tourism: traveling with the purpose relative demand medical