World of Tourism and Travel, The, 1st edition

The World of Tourism and Travel introduces students to a variety of concepts, principles and ideas relating to the tourism industry. While the text focuses on generic principles as they apply to the industry world-wide, reference to the industry in New Zealand is made whenever appropriate.

This book is intended for students who are studying pre-employment programs in tourism, travel or hospitality, as well as for new entrants to the industry. There is a strong focus on the roles and responsibilities of front-line customer service personnel.

A unique feature of this text is that it explores in some depth the concept of the tourism industry as an 'experience' industry and examines the role that individuals working within the industry play in creating and delivering that experience. It also provides some guidelines for supervisors and managers on how to ensure that customer expectations are met and even exceeded.

This book provides key reference material for those studying towards the National Certificate in Tourism (Core Skills) but will also be of interest to practitioners in the industry who deal with issues relating to customer service and customer service excellence.

Samples