SAFE TOURISM
Most recourse poor island states cant afford to neglect the economic opportunities tourism offers.
1. Keep tourists all in one place during their visit (to prevent tourists to make negative effects
on the environment is best by keeping them in one place).
2. Do not displace any existing destinations (do not build accommodation facilities outside
already exploited areas).
3. Do not build large hotels (large hotel resorts need a big amount of energy and make a waste,
negatively affecting environment and indigenous community).
4. Involve the local community (it is very important to include locals in all projects and make
sure that it would be useful and profitable for them).
5. Do not use outsiders unless you have to (try using all the resources possible from local
economy instead of importing goods and services).
6. Accept fewer tourists who will stay longer and spend more (to prevent big impact on local
community and economy, but still making profit, do not force mass tourism, but attract
wealthier customers instead).
commodity prices
the fabled street
to encapsulate
to venture
much to the delight
indigenous community
aids(to Governor)
to commission a report
unload
to hover
tying thier continued presence
retur rate
artist in residence
findings
when someone is surly
cheap labr costs
remote destinations
LISTENING ( RESPONSIBLE TOURISM)119
- Overland Encounter- Michael Leich- What can a tour operator do to make sure that tourist dont
destroy the beauty of the thing they came to see?
the solution is low impact tourism
to deprive smn means
1) set up patterns of behaviour!- which will introduce them to a country in a responsible way
*no detergents in springs or streams, on an adventure holiday, no rubish left behind after
camps. When visiting protected areas like Antartic, people must respect the rules and not
damage fragile plants or go too near the penguins
It means providing travellers with a pack of instructions on how to behave and what
to do to best preserve the cultures and places visited.
2) key factor is to keep groups to a managable size in order to control their behaviour
3) operators putting things back into environment instead of just taking from it *there are
schemes to protect wildlife habitats in Kenya and Tanzania, to save the rhino, veterinary
programms, etc.
*model of Mediterranean tourism of high-rise concrete, sun-sea-sand-sex is not the one
most people now want.
* ni some places the environment is tourism and national parks have been created by it.
Without it, animals would have gone. The environment is strenghtened by sensitive tourism (gorillas,
tropical rainforest in Madagascar)
Most countries go through several phases in their tourism development and hopefully, in the best
scenario, local people not only share the income and foreign exchange generated by it but also use the
amenities.
Responsible Tourism is about making better places for people to live, and better places for people to
visit.
minimises negative economic, environmental, and social impacts;
generates greater economic benefits for local people
makes positive contributions to the conservation of natural and cultural heritage
Passenger care
hindsight: understanding of a situation or event only after it has happened or developed.
bemoan the fact to complain about (something)
duty-free: goods that will not be taxed when taken into another country
pampered-in indulged with every attention, comfort, and kindness
red carpet priority system (especially for 1st an Business Class travellers).
The best ideas in business are quite often the most obvious
Business travellers passing through Europe's airports have constantly bemoaned the fact that however
much their ticket cost, or however much they were pampered in-flight the real hold-ups always came
when passing through passport control and security, or waiting induty free.
For the busy executive, it is not so much that time means money, rather that he or she usually
cuts it fine when getting to the airport.
That last-minute report to finish, or taking just one more phone call, has spelt disaster for
manybusiness travellers suddenly finding themselves at passport control behind a plane-load of
holidaymakers who are quite happy to take their time - after all they are going on holiday.
Looking at what London Catwick Airport has done, the solution now, in hindsight, seems
obvious.
However, it is a simple fact that no other airport appeared to have tackled the problemsuccessfully
until London Gatwick became the first airport in the UK or Europe to implement a"red carpet" priority
system especially for First and Business Class travellers.
This system, called Fast Track, enables First and BusinessClass passengers from all airlines
using North and SouthTerminals to use a special dedicated route through passportcontrol and
security checks.
A pass is given to eligible passengers at check-in.
Even at the busiest times of the day, it now takes businesspassengers only a minute or two to
pass through the barriers to go airside.
The special entry gates to the departure lounges, however, only operate up until 2 p.m. Theairport's
research has shown that the bulk of business travel flights were before this time, withonly a handful
afterwards when the regular control points had no queues. However, it is aposition that is regularly
reviewed by the airport.
But Fast Track has other benefits for the business traveller
For instance, those who have hurried to the airport without the time to pick up any foreign currency
can collect pre-ordered currency from a special Fast Track desk at the airport's bureaux de
change. Or if they travel to the airport via the Gatwick Express, they can use the credit-card phone
on the train to order the currency. Instead of queuing up with the leisure travellers at the duty free
counters, Fast Track pass-holders can take advantages of their own check-out. Not surprisingly, Fast
Track has been a smash hit with London Gatwick passengers (numbers using it have increased from
40, 000 a month when it first started, to 65,000 a month at present). Perhaps the fact that other
European airports are looking at emulating the Fast Track idea shows how big a step forward it is in
taking the hassle out of business travel.
When it pays to complain, 65
A dissatisfied customer who complains is just as likely to remain loyal as a completely satisfied
customer
state of affairs observed by British Airways
Bas head of customer realations calculates that 13 % of customers who are completely satisfied may
not fly with the airline again. (changed jobs, found a frequent flyer programme which better suited
their needs, or they felt it was time for a change of airline.
Half of all customers who experience problems but do not complain, do not intend to use use the
airline again.
Those who are complaining are quite a contrast- just 13 % will defect. It pays to encourage the
complaints departments to turn themselves from blame to customer retention departments.
Steps:
1)
2)
3)
4)
Apologise and own the problem
Do it quickly
Assure them the problem is being fixed (to know their copmany inside out)
Do it by phone: personal apology and reasurrance the prob will be solved
front-line departments
Letter of Apology, p. 66
appalling standard of service- awful
Heritage Museum Cofee Shop
1) self-service restaurant: long queue, 2 dirty trays (shallow platform designed for
carrying things-posluzavnik)
2) at the counter they found most of the food gone except for 3 tried man-handeled
sandwiches
3) No one to service them- girl rushed only when a man started to hel himself to soup.
The girl had no training, she knew neither what the soup was made of nor whether
there were any more sandwiches available. (later appeard with a big cardboard box
and threw some packed sandwiches)
4) The two girls at the drinks counter were also slow and sloppy. I had a ten-minute
wait for a coffee half spilled across the tray and there was a further wait
for the one cash till in operation.
cash till: a till with a keyboard that operates a mechanism for displaying and adding the
amounts of cash received in individual sales. KASA
5) the cutlery was covered with dried blobs of food and grease
the cutlery: utensils (an implement, tool,) as knives, forks, and spoons, used for serving and
eating food. Pribor za jelo
blobs: a drop of a thick liquid or other viscous-visks (having a thick, sticky consistency)
substance MRLJE
grease: A thick oil or viscous substance MAST
6) dirty table, the soup was greasy, heavy and over-spiced.
atrocious service: extremely bad
Steps:
Thank the person for having made the complaint
Apologize
You should never blame a member of staff who works in same org as yourself
Explain the cause of the problem
Say what action is being taken
Make some sort of special compensation.
Hotel Facilities, p. 70
TOMMASO ZANZOTTO TALKS ABOUT HILTON INTERNATIONAL
His Hotels: What is absolutely essential is the core (the central or most important part of
something-JEZGRO, SRZ)
1) a well-equipped room with all the facilities expected by the customer.
2) Meeting facilities, banquet facilities, bar and relaxation areas which form the first
circle around the core.
3) The ambience, the quality of service and the intangibles.( not tangible; incapable of
being perceived by the sense of touch, immaterial) Nematerijalno
Staff: I think the most important thing for staff is attitude. Attitude assumes you have the
right tools behind you.
1) the right check-in system at reception and room service must have the right backup.
2) He started his career in a travel agency in Milan when he was seventeen. The staff has
to ask how you are even if they have already done that 15O times that. The human
touch particularly in the hotel business, that is one place computers will never take
over.
Rates: Pricing must be a local strategy in terms of what the hotel is. I am against
discounting just for the sake of keeping the customer.For instance mileage programmes
(frequent flyer programms) - somebody is paying for these somewhere.
Favourite stay at a hotel: Club Med in Bali. A combination of events contributed to this
recent stay. One was the fact I was changing jobs so I was very relaxed and it was also my
twenty-fifthwedding anniversary. What was particularly good was the ambience and the
pleasant attitude of the staff.
Dislikes: The hotels I do not like are the ones with no personality or flavour or anything
local.
One wish for the industry: That government and society realise travel and tourism is
such a powerful economic driver. It has to be taken into serious planning consideration in
all countries.
trouser press
DD telephone
Normal order for adjectives: qualitative, classifying
DOCKLANDS TURNS ITS ATTENTION TO TOURISM GROWTH
DOCKLANDS, DOMINATED BY the mighty Canary Wharf Tower, is the new face of tourist
London.The London Docklands Development Corporation, through which the Government's
grant funding for the area is channel led, is "extremely supportive of the London Tourist
Board initiative. Docklands are not top of the attractions visitors want to see but what they
have to offer is a new face.
It is fascinating to show groups of overseas visitors, who have come to London with images
of ancient heritage and tradition, something that is new and modern. Canary Wharf, for
example, is probably the world's largest urban development project.
Docklands is an area that is dynamic, changing, as it has been over the centuries - and there
is plenty for visitors to see. There is Tower Bridge, with its walkways, and the new Design
Museum on the south side of the river. On the north side, there is the Tower itself and St
Katherine's dock.
Communications links with the rest of London are also good (Docklands Light Railway,
buses and soon to be completed a road programme when the Limehouse link is opened.
Airport success London City Airport has connections with seven major European cities. Its
popularity is rapidly improving but 80 per cent of its passengers are inbound.
Previous criticisms that there are few shops, restaurants, pubs, wine bars and so
on in the area are no longer valid,. "Terence Conran now has 3 restaurants on the south
side and in the newer area there are at least twenty-one shops, plus half a dozen pubs,
restaurants, etc. Furthermore, there are now more than 1,000 hotel beds in Docklands,
including the new Scandic Crown and International Britannia hotels.
Docklands attracts over 500,000 visitors a year
cluster (a group of similar things) of attractions: visitors pick up the DLR at Tower Bridge,
take it right through Docklands to Island Gardens, then walk through the foot tunnel to
Greenwich and take the boat back. they get the best possible view
The Docklands development story is far from over. plenty of land in the Royal Docks area
for tourism/leisure type.
There is the London Dome project, to create a magnificent covered bowl(a stadium) for
sporting events, conferences, concerts and so on
Finance - with the backers (a person who gives financial or other support) undeterred by the
failure of Olympia & York, developers of Canary Wharf,
where, until it was temporarily closed following an attempt to plant a bomb there, the
tower (the tallest office building in Europe) was attracting 5,000-6,000 visitors every
weekend, eager to see the unique panorama of London from its top floor.
