HOST
Training The Tourism Host
Canada’s Tourism Challenges,
Issues and Concerns:
1) Industry Image – tourism is not viewed
as a true profession.
2) Unskilled Labor – shortage of trained
workers force the hiring of people with
little or no training.
3) Poor Training Practices – training is
seen as an expense so employers do not
provide employees with the skills
needed.
4) Poor Attitudes/Self Image – Workers
can feel frustrated and negative which
reflects to customers and management.
5) High Turnover – due to negative and
frustrated feelings among workers they often
quit.
6) Shrinking Labor Pool – ideal labor pool is
35 years old or less; however the numbers of
workers in this group is declining.
7) Poorly Trained Managers – many
managers have been put into their positions
without training or benefits.
8) Language Barriers – there are many
cultures and languages involved, and these
problems will always require attention.
What was done to help?
• Tourism Education Councils (TEC’s)
– Developed in each province & territory
– Restructured the education / training practices
– Identified all occupations within tourism sector
– Developed occupational standards
Occupational Standards = document outlining
skills, knowledge & attitudes an individual
must demonstrate to be competent for a given
occupation.
How do these standards help?
• Develop job descriptions
• Streamline the recruitment and selection
process
• Result in a well trained work force
• Provide recognition of the value of tourism
occupations
Ethics
Ethics = a system or code of morals of a
particular person, religion, culture, group
or profession
• A particular person’s ethics may vary from
another person’s. Different cultures,
generations, and religions all may have
different ethical views.
Business Ethics
• Each corporation has a specific culture
created by company founders and
executives who set the ground rules or code
of ethics by stating their beliefs on how the
business should operate and what the
proper treatment of employees and guests
will be.
• This code of ethics should be posted and well
understood by the company’s employees.
Professional & Proud of it……
1. Be accountable and ethical
2. Be flexible and adaptable
3. Be punctual
4. Be friendly and enthusiastic
5. Be conscientious
6. Be patient and positive
7. Be responsible
Body Language Exercise
Directions: Describe the possible messages these forms of body language
send to guests. Start each answer with “this communicates…….”
Positive Messages Negative Messages
1. Face is relaxed and 1. Face is anxious and
under control. uptight
2. Smile is natural and 2. Smile is missing or
comfortable. forced
3. Eye contact is 3. Eye contact is avoided
maintained when talking when talking and
and listening to others listening.
4. Body movement is 4. Body movement is
relaxed, yet deliberate harried and rushed.
and controlled.
Exercise: Anticipating needs of your
customers, clients or guests
Ideally service is provided without a customer asking for it; however
situations occur where this does not happen.
Directions: Here are 5 common service situations write what you think should occur
next.
1. A customer has waited longer than normal for
service.
2. The client keeps glancing at his watch.
3. A woman guest with 3 small children approaches
your service area.
4. Lines for your service form early in the day.
5. There are well defined busy periods in your work
day.
Directions: Read and discuss the two case studies below. Complete the questions that follow.
Case Study #1
Thelma’s Performance Appraisal
Thelma works in a fast-food restaurant as a counter person. Here is what Thelma’s manager had to say on her last performance
appraisal.
“Thelma is extremely conscientious about getting her work done. She follows the outlined procedures exactly. She can be relied
upon to get a job done quickly and efficiently. She often works overtime and does so without complaining. She is a hard worker
who strives to do the technical part of her job right, and is highly productive.
However, when it comes to interacting with customers, Thelma needs considerable improvement. She often fails to see their point of
view or consider their feelings. She sometimes acts like customers are an irritation interrupting her work. She is regarded by
some as uncaring and tends to be inflexible when they request extra service.
If her performance continues, it will be necessary to reposition Thelma to the kitchen where customer contact is limited.”
Questions:
1. Is Thelma a good employee? Explain.
2. Is the manager justified in his recommendations? Why or why not?
3. What suggestions would you make to Thelma?
Case Study #2
Managing a Multicultural Staff
See your textbook page 55.
Complete questions 1, 2, 3, and 4 on page 56.
Case Study #3
The Difficult Customer
A middle-aged woman approaches the ticket c ounter of an airline at a large airport and demands to see the manager. You ask if
you can be of any assistance since the manager is not available. She immediately challenges the airline’s no pet policy as
unfair and discriminatory. She explains that she has to travel 1000 miles to attend a sick sister. Her toy poodle, with whom she
has never been separated, is completely house broken and “never barks or bites.” She can’t stand the thought of her “little
baby” all alone in the dangerous, cold and dark baggage compartment. After all, “dogs can freeze up there and there may not
be enough air to breathe.” She is holding the dog tightly in her arms. The pooch is clothed in a designer jacket made for small
dogs and has her nails polished bright red. The lady loudly demands she be allowed to bring her pet on board with her.
Questions:
1. What should you do?