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 Styles of Service
Formal Service Informal Service
Buffet Service Room Service
Counter Service Banquet Service

 

Different ways that services can be provided to customers in the travel and tourism industry. 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.
A style of service that is more relaxed and casual, often used in cafes and fast food restaurants. A style of service that is typically used in fine-dining restaurants and involves a strict code of conduct for servers and an elaborate meal service.
A style of service where food and drink is delivered directly to a customer's room in a hotel or resort. A style of service where customers serve themselves from a selection of pre-prepared dishes.
A style of service used for large events or occasions that involves serving multiple courses at once to a large number of guests. A style of service where customers place their orders at a counter or bar and then collect their food or drinks when ready.

 

Tray Service Cafeteria Service
Family-style Service Gueridon Service
Silver Service Food and Beverage Service
Hospitality Industry Customer Service

 

A style of service typically used in schools and workplace canteens, where customers select their meals from a range of pre-prepared options. A style of service commonly used on airplanes and trains, where food and drink is served on a tray to customers seated in their seats.
A style of service where food is cooked or finished in front of customers at their table, often using a trolley or cart. A style of service where large dishes are placed on the table and customers serve themselves, often used in Italian and Chinese restaurants.
The process of preparing, presenting, and serving food and drinks to customers in the hospitality industry. A style of service that is similar to formal service, but involves the use of silverware and more elaborate food presentation.
The act of taking care of customers' needs and expectations by providing excellent service in a friendly and efficient manner. A wide-ranging industry that includes businesses that provide a range of services to guests, including food and beverage service, accommodation, and entertainment.

 

Types of Food and Beverage Service Table Service
Counter Service Self-Service
Menu Dining Experience
Food Quality Beverage Quality

 

A type of food and beverage service in which customers are seated at a table and served by a server. Different ways in which food and drinks can be served to customers in the hospitality industry, such as table service, counter service, and self-service.
A type of food and beverage service in which customers serve themselves at a buffet or through vending machines. A type of food and beverage service in which customers order and pay for their food and drinks at a counter or bar.
The experience customers have when dining, which can be influenced by factors such as the ambiance, menu, service, and quality of food. A list of food and drinks available for order in a restaurant or other food service establishment.
The standard of drinks that are served to customers, including their taste, appearance, and temperature. The standard of food that is served to customers, including its taste, appearance, and nutritional value.

 

Sanitation Kitchen
Restaurant organization Kitchen organization
Staff roles and responsibilities Health regulations
Safety regulations Menu planning

 

A room or area where food is prepared and cooked The practice of maintaining clean and hygienic conditions in food preparation and service areas to prevent the spread of disease and contamination.
The systematic and effective arrangement of equipment, supplies, and personnel in a kitchen to facilitate food preparation, cooking, and service The infrastructure, management, and coordination of the different elements that make up a restaurant
Legal and ethical guidelines that govern food safety, sanitation, and hygiene in a kitchen and restaurant The duties and obligations assigned to different personnel in a restaurant, including the chef, server, dishwasher, and manager
The process of developing a menu that meets customer preferences, marketing goals, budget constraints, and resource availability Rules and protocols designed to prevent accidents and injuries in a kitchen and restaurant, including fire safety, equipment maintenance, and personnel training

 

Inventory management Customer service
Marketing and promotion Financial management
Technology tools Front-of-House Staff
Back-of-House Staff Roles and responsibilities

 

The provision of friendly, efficient, and personalized assistance to customers in a restaurant, including greeting, seating, taking orders, serving food, and handling complaints The control and tracking of raw materials, supplies, and finished goods in a kitchen and restaurant to ensure adequate stock levels, cost efficiency, and waste reduction
The planning, monitoring, and control of revenues, expenses, and profits in a restaurant, including budgeting, cost analysis, pricing, and taxes The strategies and tactics used to attract and retain customers in a restaurant, including advertising, social media, email campaigns, loyalty programs, and special events
Staff who are responsible for interacting with customers and providing customer service in the travel and tourism industry. The software, hardware, and digital platforms used to streamline and enhance various aspects of restaurant operations, such as POS systems, online reservations, mobile ordering, and data analysis
The specific duties and tasks that front-of-house and back-of-house staff are responsible for in the travel and tourism industry. Staff who are responsible for providing support services and working behind the scenes in the travel and tourism industry.

 

Effective communication Communication barriers
Language barriers Cultural barriers
Technological barriers Feedback
Teamwork Conflict resolution

 

Obstacles that can prevent effective communication between front-of-house and back-of-house staff in the travel and tourism industry. The clear and timely exchange of information between front-of-house and back-of-house staff in the travel and tourism industry.
Difficulties in communication due to differences in cultural norms and values of front-of-house and back-of-house staff in the travel and tourism industry. Difficulties in communication due to differences in language spoken by front-of-house and back-of-house staff in the travel and tourism industry.
Information provided by customers to front-of-house staff about their experiences and satisfaction with the travel and tourism industry's services. Obstacles to effective communication between front-of-house and back-of-house staff caused by technological issues or limitations in the travel and tourism industry.
Strategies and techniques used to address and resolve conflicts that may arise between front-of-house and back-of-house staff in the travel and tourism industry. Collaborative work between front-of-house and back-of-house staff to achieve common goals and provide high-quality service in the travel and tourism industry.

 

Clear communication Hotel
Motel Hostel
Resort Bed and Breakfast
Vacation Rental Campground

 

A type of accommodation service that offers rooms or suites for travelers to stay in for a short period of time. The use of clear and concise language and gestures to accurately convey information between front-of-house and back-of-house staff in the travel and tourism industry.
A type of accommodation service that provides budget accommodations for travelers, typically in shared dormitory-style rooms with communal facilities. A type of accommodation service that is typically located on the side of a highway and offers convenient lodging for travelers on long distance road trips.
A type of accommodation service that provides lodging and breakfast only, typically in a private home or small inn. A type of accommodation service that provides a variety of amenities and recreational activities such as swimming pools, golf courses, and spas in addition to lodging.
A type of accommodation service that provides facilities for camping, such as tent or RV sites, and may offer amenities such as showers and laundry facilities. A type of accommodation service that provides a fully furnished rental property, such as a house, apartment, or villa, for a short-term stay.

 

Timeshare Extended Stay Hotel
Guest House Cabin
Boutique Hotel Housekeeping
Laundry services Maintenance services

 

A type of accommodation service that provides a suite or apartment-style room with a kitchenette, designed for longer stays of a week or more. A type of accommodation service in which a group of people share ownership and use of a vacation property, typically for a specified period of time each year.
A type of accommodation service that provides a rustic, often isolated, accommodation in a cabin setting, often near outdoor recreational activities such as fishing or hiking. A type of accommodation service that provides lodging typically in a private home, often with shared facilities, such as a kitchen or bathroom.
The process of maintaining cleanliness and orderliness of the rooms, public spaces and premises in a hotel or any accommodation establishment A type of accommodation service that offers stylish and often luxurious lodging in a smaller hotel setting, typically with personalized service and attention to detail.
The upkeep and repair of the physical assets, fixtures and equipment within the hotel or accommodation establishment The process of washing, drying and ironing of guests' clothes and linens provided by hotels and other accommodation establishments

 

Travel and tourism industry Cleanliness
Hygiene Equipment
Tools Materials
Communication Guests

 

The state of being free from dirt, germs, and unwanted materials The sector that encompasses various businesses and organizations that provide products and services for travel and tourism activities
Tools and machinery used for housekeeping, laundry, and maintenance tasks, such as vacuum cleaners, washing machines, and power tools The set of practices that promote and maintain health through cleanliness, sanitation, and proper waste disposal
Supplies and consumables used for housekeeping and maintenance tasks, such as cleaning products, lubricants, and spare parts Handheld devices and implements used for cleaning, repairing and maintaining equipment and facilities, such as screwdrivers, wrenches, hammers and pliers
The customers and clients who use the products and services of accommodation establishments and travel and tourism businesses The exchange of information and ideas between two or more people. Effective communication is essential for efficient and productive housekeeping, laundry, and maintenance services

 

Colleagues Sustainability
Types of accommodation Hotels
Hostels Bed and Breakfasts
Vacation Rentals Resorts

 

The use of environmentally friendly and socially responsible practices to preserve and protect natural resources and the environment The co-workers and team members who work together to provide housekeeping, laundry, and maintenance services in an accommodation establishment
A type of accommodation that provides rooms and amenities for travelers and tourists in exchange for payment Different kinds of places that provide lodging or a place to stay overnight
A small lodging establishment that offers overnight accommodation and breakfast as part of the package A budget-friendly type of accommodation that provides dormitory-style lodging and common areas for travelers and tourists
A type of accommodation that offers various amenities for leisure, such as swimming pools, golf courses, and entertainment activities A type of accommodation that allows travelers and tourists to rent a fully furnished house, apartment or condominium

 

Motels Campgrounds
Serviced Apartments Luxury Accommodation
Accessibility Adaptability
Customer Satisfaction Feedback

 

Designated areas for camping that provide facilities such as tents, RV spaces, restrooms, and showers A type of accommodation that provides lodging for motorists in self-contained units, typically with direct access to a parking area
A type of accommodation that offers high-end amenities, facilities, and services, often at a premium price A type of apartment that provides amenities and services similar to a hotel, including housekeeping, laundry, and sometimes meals
The degree to which an accommodation can be modified to meet the needs and preferences of different types of travelers The extent to which an accommodation is easy to get to, reach, and use, especially for individuals with disabilities
Comments, positive or negative, given by customers about their experiences with a particular product, service, or accommodation facility. The measure of how happy customers are with the products and services they receive from the accommodation industry.

 

Importance Improving Services
Collecting Analyzing
Rating Complaints
Customer Retention Service Recovery

 

The act of enhancing or augmenting the quality of products and services provided by the accommodation industry, based on customer feedback. The significance of customer satisfaction and feedback in the success of the accommodation industry
The process of systematically reviewing and interpreting feedback, in order to identify trends, insights, and areas for improvement. Getting feedback from customers through different methods, including surveys, suggestion boxes, informal face-to-face interactions, and online reviews.
Negative feedback from customers regarding their experience with the accommodation industry, which provides valuable insights into areas that need improvement. An evaluation score provided by customers, either on a numerical or textual scale, reflecting their level of satisfaction with products and services provided by the accommodation industry.
The process of addressing and resolving complaints or issues raised by customers, in order to prevent the loss of goodwill and future business. The ability of the accommodation industry to retain customers, based on their satisfaction with products and services, which leads to enhanced loyalty, repeat business, and positive word of mouth.

 

Performance Metrics Customer Expectations
Sustainability Responsible tourism
Travel and tourism industry Ecotourism
Carbon footprint Sustainable tourism

 

The set of needs and wants that customers have when they choose to use the products and services offered by the accommodation industry. Quantifiable measures of customer satisfaction and feedback, used by the accommodation industry to assess its performance, compare against benchmarks, and identify areas for improvement.
Tourism that minimizes negative social, economic, and environmental impacts while maximizing the benefits to local communities and preserving natural and cultural heritage. The ability to maintain a balance between economic, social, and environmental factors for the benefit of present and future generations.
Tourism that focuses on experiencing and learning about natural and cultural environments, while contributing to their conservation and sustainable use. A broad and diverse sector encompassing transportation, accommodation, food and beverage, attractions, events, and other tourist services.
Tourism that meets the needs of present tourists and host regions while protecting and enhancing opportunity for the future. The total amount of greenhouse gases, mainly carbon dioxide, emitted by an individual, organization, or product.

 

Carrying capacity Waste reduction
Community-based tourism Green tourism
Responsible travel Sustainable development
Sustainable tourism Best practices

 

The reduction of waste generation, through source reduction, recycling, and proper disposal, as a means of promoting environmental sustainability and efficiency. The maximum number of tourists that a destination or site can accommodate without causing unacceptable levels of environmental degradation, social disruption, or economic distortion.
Tourism that incorporates environmentally friendly practices, such as conservation of resources, use of renewable energy, and reduction of waste and pollution. Tourism that involves local communities in the planning, development, and operation of tourism activities, and ensures that benefits are distributed equitably.
Development that meets the needs of the present without compromising the ability of future generations to meet their own needs, through the integration of economic, social, and environmental considerations. Travel that seeks to minimize negative social, economic, cultural, and environmental impacts, and maximize positive benefits for host communities and travelers alike.
Methods or techniques that have consistently shown results superior to those achieved with other means, and that are used as a benchmark. Tourism that takes full account of its current and future economic, social and environmental impacts, addressing the needs of visitors, the industry, the environment and host communities.

 

Reducing waste Conserving energy
Conserving water Cultural awareness
Community involvement Sustainability
Ecotourism Carbon footprint

 

The act of using energy efficiently in order to reduce energy consumption. The act of producing less waste or reducing the amount of waste produced.
The recognition and understanding of the beliefs, values, customs, and cultures of other people. The act of using water efficiently in order to reduce water consumption.
Meeting the needs of the present without compromising the ability of future generations to meet their own needs. The participation of local residents and stakeholders in the planning, development and management of tourism activities in their community.
The total amount of greenhouse gases emitted into the atmosphere by an individual, product, event, or organization. Responsible travel to natural areas that conserves the environment, sustains the well-being of the local people, and involves interpretation and education.

 

Green energy Social responsibility
Responsible tourism Hospitality industry
Tourism Sustainability
Ecotourism Social responsibility

 

The duty of organizations and individuals to act in ways that benefit society as a whole, including environmental and cultural concerns. Renewable and sustainable energy sources that do not contribute to greenhouse gas emissions.
The sector of the economy that provides services to guests, including lodging, food and beverage, and entertainment. A type of tourism that takes into consideration the environmental, social, and economic impact of tourism on the local community and the environment.
The ability to meet the needs of the present without compromising the ability of future generations to meet their own needs. The activity of traveling to a place for pleasure or business purposes. It encompasses various activities, such as accommodation, food and beverage, transportation, and entertainment.
The duty of businesses to act in the best interest of society by taking into account the impact of their actions on the community and the environment. A type of responsible tourism that focuses on nature-based experiences, interpretation, and environmentally sustainable practices.

 

Carbon footprint Greenwashing
Community-based tourism Tourism impact
Sustainable tourism Voluntourism
Tourism Local Communities

 

The practice of making false or misleading claims about the environmental benefits of a product, service, or company to appeal to environmentally conscious consumers. The total amount of greenhouse gases emitted by an individual, organization, event, or product.
The effect of tourism on the environment, economy, society, and culture of a destination. A type of responsible tourism that involves local communities in the tourism development process and benefits them economically, socially and culturally.
A type of responsible tourism that involves volunteers who contribute their time and skills to support local communities and conservation projects. A type of responsible tourism that aims to minimize the negative impact of tourism on the environment, society, and economy, and maximize its positive impact.
Groups of people living in a particular area who may be affected by tourism activities carried out in their surroundings. The activity of traveling to a place for pleasure and recreation while exploring its culture and environment.

 

Environment Impact
Positive effects Negative effects
Evaluation Mitigation
Strategies Sustainability

 

The effect that tourism activities have on local communities and the environment, which could be either positive or negative. The natural surroundings, including land, air, water, flora, and fauna, that are affected by tourism activities.
Harms that tourism activities cause to local communities and the environment, such as environmental degradation, cultural pollution, and social dislocation. Benefits that tourism activities bring to local communities and the environment, such as job creation, economic growth, and preservation of cultural and natural heritage.
Minimizing or preventing the negative impacts of tourism on local communities and the environment, through various measures and policies. Assessing the positive and negative effects of tourism on local communities and the environment, based on empirical evidence and stakeholder perspectives.
The concept of meeting the needs of the present generation without compromising the ability of future generations to meet their own needs, in terms of economic, environmental, and social dimensions of development. Plans or actions designed to achieve specific goals or objectives, such as reducing the negative impacts of tourism on local communities and the environment.

 

Stakeholders Community-based tourism

 

Tourism activities that are owned, operated, and managed by local communities, who control and benefit from the tourism revenue and resources. Individuals or groups who have an interest or are affected by tourism activities, such as local residents, tourists, governments, NGOs, and businesses.