BTEC Nationals Travel & Tourism Student Book

Description

Front Cover Contents Introduction Chapter 1: The World of Travel and Tourism A: Types of travel and tourism Types of tourism Types of travel Types of travel and tourism customer B: The types of travel and tourism organisations, their roles and the products and services they offer to customers Ownership and operating aims The key sectors of the travel and tourism industry Interrelationships and interdependencies in the travel and tourism industry Technology in travel and tourism C: The scale of the travel and tourism industry The importance of the UK as a global destination Employment in travel and tourism Visitor numbers Income and spending D: Factors affecting the travel and tourism industry Product development and innovation Other factors affecting the travel and tourism industry Chapter 2: Global Destinations A: Geographical awareness, locations and features giving appeal to global destinations Geographical awareness Features and appeal of destinations Appeal and types of tourism B: Potential advantages and disadvantages of travel options to access global destinations Different types of gateways and transport hubs and their facilities Potential advantages and disadvantages of travel routes and transport providers C: Travel planning, itineraries, costs and suitability matched to customer needs Sources of information for travel planning Potential advantages and disadvantages of transport options Understanding of travel itineraries Type of customers and their needs D: Consumer trends, motivating and enabling factors and their potential effect on the popularity and appeal of global destinations Consumer trends affecting the appeal of global destinations Motivating and enabling factors affecting the appeal of global destinations E: Factors affecting the changing popularity and appeal of destinations Political factors Economic climate Accessibility and availability Image and promotion Changing markets Natural disasters Climate and its influence on travel Chapter 3: Principles of Marketing in Travel and Tourism A: Explore the importance of focusing on meeting customer needs to the success of marketing activities in travel and tourism organisations Customer service in travel and tourism Customer communication, expectations and satisfaction Potential impact of customer service for the organisation Regulatory and organisational requirements Marketing activities in travel and tourism B: Examine the impact that marketing activities have on the success of different travel and tourism organisations The role of marketing in different travel and tourism organisations How marketing contributes to the success of travel and tourism organisations Influences on marketing activity C: Develop a marketing plan using research data that provides a viable business case Collecting market research data Analysing and presenting market research Marketing plan activity D: Investigate how the marketing plan meets industry and customer needs Assessing the marketing plan in meeting industry aims and objectives Assessing the marketing plan in meeting customer needs Chapter 4: Managing the Customer Experience in Travel and Tourism A: Explore how effective customer service contributes to organisational success Customer service in travel and tourism Customer communication, expectations and satisfaction The potential impact of customer service for the organisation B: Demonstrate customer service in different travel and tourism situations Customer service skills and behaviours Dealing effectively with customer service requests and complaints C: Review effectiveness of own performance in customer service to add value to travel and tourism organisations Evaluate individual performance Adding value D: Plan to monitor and improve customer service to achieve organisational objectives How organisations research, monitor and analyse customer service The role of technology in the customer experience How organisations improve the customer experience Creating a customer-focused organisation and implementing service standards Chapter 5: Travel and Tourism Enterprises A: Carry out market research to identify a new travel and tourism enterprise idea to meet the changing needs of consumers Types of market research Purpose of market research Interpreting research findings B: Develop a start-up plan for a new travel and tourism enterprise to meet the changing needs of consumers Legal aspects of the new enterprise Financial feasibility of the new enterprise Resources required for the new enterprise Documents to record the start-up plan for the new enterprise C: Prepare a marketing strategy to launch the new travel and tourism enterprise to raise consumer awareness Marketing mix Marketing strategy D: Carry out a pitch for the new travel and tourism enterprise start-up plan in order to generate interest in the new travel and tourism enterprise Opportunities to present your pitch to an audience Factors to consider when choosing presentation method and venue Appropriate resources Appropriate supporting documents Appropriate presentation skills Mapping grid to the 2010 BTEC National specification Index