11 ancillary tourism services
TRANSCRIPT
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11. ANCILLARY TOURISM SERVICES
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Learning Outcomes• Understanding the role of guides,
couriers and animateurs in meetingtourists’ needs
• Appreciate the use of insurance andnancial services to assist the tourist
• Identify the principal sources ofinformation in use by travel agents
• Be aware of mar eting andconsultancy services available to thetourism industry
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Introduction• !ervices that derive much of their
revenue from tourism and yet areclearly not part of the industry arecalled as ancillary services"
– #"g" companies speciali$ing inconstructions of hotels, theaters,
restaurants and other centres ofentertainment
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!ervices %o %he %ourist• Guides & fre'uently nown as retained
by principals for their e(pertise ingeneral or specialist sub)ects
– *uali ed guides& who have professional'uali cations to operate" #"g" blue badge
– Amateur guides without 'uali cations&+ainly used to cut costs
– river who is also a guide& -ho operate ofreelance basis, ta ing up to four individualson tour on their own vehicle
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.ouriers – #mployed by coach companies or tour
operators – %hey supervise groups of tourist
participate in tours – Acts as a source of information – Also nown as tour escorts, tour leaders,
tour managers, or tour directors – river who is also a courier may ta e the
responsibility of both driving and loo ingafter the passengers
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.ourier v /uide• Attached more
importance to theirsocial and people
managementfunctions"
•
!tress on impartinginformation as themost importantfunction of their
)ob"
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Animateur• +embers of the industry who
entertain tourists" – !treet entertainers& )ugglers, acrobats,
re0eaters , living sculptures , etc" – #vening entertainers on stage – !ports instructors – .artoon characters in isney land
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1inancial !ervices• Insurance & a very important aspect of a
tourist’s travel arrangements whichcovers the following contingencies&
– +edical care and hospitali$ation – 2ersonal accidents – .ancellation or curtailment of holiday – elayed departure – Baggage loss or delay – +oney loss – 2ersonal liability
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Insurance 3contd"4• !ome policies include coverage for the collapse of
the travel agent or tour operator• %ourists may prefer either a selective policy or a
standard policy• +ost tour operators encourage their clients to buy
their company’s comprehensive policies which areoften more e(pensive
• %ravel agents may o5er a better value insurance
policies but they may as a higher level ofcommission
• 1ree insurance has become a more attractiveincentive
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Incentive %ravel 7ouchers
• %heses are provided by companies totheir employees or dealers withattractive travel pac ages as rewardsfor achievements
• %hese vouchers have proved to be astronger motivator than either cashor consumer durables
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uty0free !hopping
• %he purchase of duty0 free goods atair ports, on board ships and at airports
• %hese shops have been a strongattraction for tourist for a very longtime
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!ervices %o %he !uppliers• #ducation and training&
– #arlier most employees of travelagencies, tour operators and hotels
were trained on the )ob, often byobserving supervisors at wor
– Universities and colleges now o5ercourses designed to provide a broader
nowledge of the industry and theworld of business
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%he %rade 2ress
• %hese are )ournals covering bothsocial and commercial activities
• %hey provide the heaviestconcentration of advertisements for
)obs in the industry
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8otel /uide Boo s• 8otel guide boo s have always
served the needs of both the tradeand the public
– Independent guides – 2aid entry guide – 9egistration guides
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%ravel /uide Boo s• %ravel guide boo s are en)oying huge
popularity as more and moreholidayma ers travel further
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+ar eting !ervices• %ourism consultants
•
9epresentative agencies• Advertising and promotional
agencies
• %echnical services
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%ourism consultants• +anagement and mar eting
consultant o5er advice to companieson the organi$ation and operation oftheir business"
• %hey do not directly involve in theday0to0day running of the companies
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9epresentative Agencies• 1or a royalty on sales, these
organi$ations act as general salesagents for a company within ade ned territory"
• A valuable service for smallercompanies see ing representationabroad"
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Advertising And 2romotional Agencies
• o much more than designadvertisements and place them inthe media"
• Involved in the entire mar etingstrategy of the company
• esign brochures by the studios• Use of technology in the promotion
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%echnical !ervices• 2urpose made systems for tourism
business
• eals with travel information,accounting, management, etc
• :etwor allows agents to accessprincipals computer reservationsystem
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%he future of ancillary services• 9ole of tour guides are becoming
important"
• %echnology replaces tour guide ingiving information" #"g" -al ing tourscan be downloaded on to +2;players
• %ourist still see out