Accommodation provider Transportation provider
Tour operator Travel agency
Attraction Destination marketing organization
Event planner Meeting and convention planner

 

A business that offers means of transportation for travelers, such as airlines or bus companies. A business that provides a place for travelers to stay overnight, such as hotels or hostels.
A business that helps customers plan, book, and manage their travel arrangements, including transportation, accommodations, and activities. A business that organizes and plans travel itineraries for customers, often including transportation, accommodations, and activities.
A business that promotes a particular destination to potential travelers, often through advertising and marketing campaigns. A place or activity that draws the interest of travelers, such as theme parks or cultural sites.
A business that specializes in planning and coordinating meetings and conferences for corporate or organizational clients. A business that organizes and plans events for customers, often including logistics and coordination.

 

Cruise line Travel media
Travel insurance provider Adventure tourism operator
Customer Service Excellent Customer Service
Benefits Characteristics

 

A business that provides information and resources to travelers, including travel guides, magazines, and online platforms. A business that offers cruises as a mode of travel and vacation, including accommodations, dining, and activities on board the ship.
A business that provides unique and often extreme experiences for travelers, including activities such as rafting, hiking, or wilderness expeditions. A business that offers insurance and coverage options for travelers in case of unforeseen circumstances such as cancellations, medical emergencies, or lost luggage.
Going above and beyond to meet and exceed customer expectations in all aspects of the customer experience. The assistance and advice provided by a company to those people who buy or use its products or services.
The qualities or attributes that make up excellent customer service such as friendliness, responsiveness, and professionalism. The positive outcomes that result from providing excellent customer service including increased customer loyalty, positive reviews and increased business.

 

Poor Customer Service Impact
Deliver Customer Needs
Engagement Satisfaction
Complaints Resolution

 

The effect that poor customer service has on a business including loss of customers, bad reviews and damage to reputation. The negative customer experience that results from poor treatment by a company including long wait times, rude service, and a lack of resolution.
The requirements and expectations of a customer in regards to their experience with a product or service. The act of providing excellent customer service through effective communication, problem-solving and attention to detail.
The feeling of being pleased or content with a product or service received from a company. The process of interacting with customers and building a relationship with them to enhance their experience and loyalty.
The ability to successfully solve customer problems and meet their needs to ensure a positive experience. Negative feedback or criticism from a customer regarding a product or service that did not meet their expectations.

 

Hospitality industry Customer service
Communication Time management
Attention to detail Teamwork
Problem-solving Leadership

 

The proactive identification of customer needs and the provision of personalized and timely assistance to address those needs. A broad category of businesses that provide services to customers who are away from home, including lodging, food and beverage, events, and tourism.
The ability to prioritize tasks, set goals, and allocate resources effectively to maximize efficiency and productivity. The exchange of information through various verbal and nonverbal channels to ensure a common understanding between individuals or groups.
The coordination of effort between two or more individuals to achieve a common goal or objective, including the ability to communicate effectively, share tasks, and provide support and feedback. The ability to notice and address small or seemingly insignificant aspects of a task or situation that may have significant ramifications for quality, safety, or customer satisfaction.
The ability to inspire, motivate, and guide others toward a shared vision or goal, often involving the delegation of tasks and the provision of support and feedback. The ability to identify, analyze, and resolve complex or multifaceted problems, often requiring creativity and resourcefulness to find practical and effective solutions.

 

Adaptability Cultural awareness
Professionalism Initiative
Hospitality Importance
Key skills Types

 

The recognition and appreciation of cultural differences and similarities, including the ability to adapt behaviors, attitudes, and communication styles to accommodate diverse perspectives and needs. The ability to adjust to changing circumstances or conditions, often requiring flexibility, open-mindedness, and a willingness to learn new skills or approaches.
The readiness and ability to take proactive steps to address problems, improve processes, and achieve goals, often involving the identification of opportunities and the development of creative or innovative solutions. The display of appropriate behavior, dress, and conduct in a work or professional setting, including adherence to ethical and legal standards, respect for others, and accountability for one's own actions.
The significance or value of hospitality in the travel and tourism industry; its contributions to customer satisfaction, loyalty, and business success The friendly and generous reception and entertainment of guests, visitors or strangers with warmth and good-naturedness, usually in hotels, restaurants, events, and other settings in the travel and tourism industry
The different forms and contexts of hospitality services, including accommodation, food and beverage, transportation, events, and others, depending on the needs and preferences of customers The essential abilities, knowledge, and attitudes required for providing excellent hospitality services, such as communication, teamwork, problem-solving, cultural sensitivity, and attention to details

 

Customer expectations Customer needs
Impact Good practices
Bad practices Satisfaction
Business success Warmth

 

The basic or specific requirements, preferences, and constraints that customers have in relation to the use of hospitality services, such as dietary restrictions, language barriers, accessibility, and other factors that affect their satisfaction and loyalty The anticipated or desired levels of quality, comfort, cleanliness, safety, convenience, and personalization that customers have when they use hospitality services, and which providers need to understand and meet
The effective and ethical ways of delivering hospitality services that respect and respond to the needs and expectations of customers, and that contribute to their positive experiences and loyalty, such as personalized greetings, timely service, customized recommendations, responsive complaints handling, and safe and clean environments The effects or outcomes that good and bad hospitality practices can have on customer satisfaction, retention, and word-of-mouth, as well as on the reputation, revenue, and growth of tourism businesses and destinations
The positive emotional and cognitive state that customers experience when their expectations and needs have been met or exceeded by the hospitality services they have used, and that can enhance their loyalty, repeat visits, and referrals. The ineffective or unethical ways of delivering hospitality services that disregard or violate the needs and expectations of customers, and that can lead to their dissatisfaction, complaints, and negative reviews, such as rude or indifferent attitudes, long waiting times, poor quality products, dirty or unsafe conditions, and discriminatory behaviors
A quality of hospitality that refers to the friendliness, kindness, and positive attitude that hosts and providers show towards guests and customers, and that can create a welcoming and pleasant atmosphere that enhances their satisfaction and loyalty. The achievement of strategic, financial, and social goals by tourism businesses and destinations through the delivery of high-quality, sustainable, and innovative hospitality services that meet and exceed customer expectations and needs, while creating value for stakeholders and enhancing the reputation and brand of the industry.

 

Good-naturedness

 

A quality of hospitality that refers to the open-mindedness, humor, and empathy that hosts and providers show towards guests and customers, and that can help to overcome cultural, linguistic, and other barriers, and to create meaningful and memorable experiences that enhance their satisfaction and loyalty.