Report on managing customer relations in tourism and hospitality.
1.1 Analyze information about tourism and hospitality products and services, recognizing and acknowledging the needs of different types of customers, and advise customers where necessary.
1.2 Explain the importance of liaising with all stakeholders, employing a range of communication methods and skills and recognizing common barriers to communication.
1.3 Deal with problems and complaints, demonstrating an understanding of appropriate and realistic measures to resolve issues.
1.4 Analyze the importance of good communication in relation to the quality of service delivery and the corporate image of the organization.
1.5 Explain the importance of self-presentation and effective presentation of the working environment.
2.1 Explain team roles and team formation.
2.2 Analyze employee motivation in the tourism and hospitality industry, and apply effective methods of motivation.
2.3 Explain the difference between leadership and management, demonstrating an understanding of lines of authority, the need for delegation and the importance of mentoring in the induction process.
2.4 Analyze sources of conflict for stakeholders and explain conflict resolution options.
3.1 Define target markets for a particular product or service.
3.2 Analyze and explain the promotional mix.
3.3 Describe recent developments in the area of online advertising and social media, in terms of the customer relations opportunities these provide to tourism and hospitality organisations.
3.4 Design and evaluate a promotional campaign, selecting suitable means of promotion for different purposes.
3.5 Discuss the role played by public relations and corporate communications in the tourism and hospitality industry.
4.1 Explain the importance of repeat business, and how recognising customer needs and motivators – and exceeding customer expectations – can lead to repeat business.
4.2 Analyse and explain the importance of maintaining an up-to-date customer database.
4.3 Discuss a model of buyer behaviour, with reference to the need for effective customer relationship management.
4.4 Analyse post-purchase behaviour and customer loyalty.
5.1 Explain the principles of legislation governing the sale of goods and services, taxation of visitors, issuing of visas, accommodation, beverages, point of entry/departure and exchange control
5.2 Explain principles of legislation governing the description of goods and services and misrepresentation.
5.3 Explain principles of legislation governing the licensing of hotels, restaurants, travel agents, tour guides and carriers.
Last Completed Projects
| topic title | academic level | Writer | delivered |
|---|