There is an erroneous conception that the growth of the Tourism Industry is largely the responsibility of the Stakeholders in the Sector. Tourism establishes itself as one of the fastest Industries in the World, being surpassed only by the Manufacturing sector.
Recently, it has become an important sector that has an impact on the development of the Country’s Economy. This is because the main benefits of Tourism are income creation and the generation of jobs
For many countries, it has become one of the most important sources of Welfare.
It is called an industry because it is not only a source of entertainment to the public, but it also gives employment to a large number of people. It is one of the sectors where a large number of people work together.
In order to achieve the most expected results, the input of the following actors needs to be felt in the advancement of the Tourism Sector:
The State:
The intervention of Government can be measured in her definition of Tourism policies and the provision of basic infrastructure for its development.
For such an intervention to yield fruits, there should be a link between the planning of such policies, and the interests of the members of the community.
The Conflicts of interest between the benefits of the former and that of the latter should be largely minimised. This process brings in the State’s Key role as that of a Supervisor through the effective collaboration of Experts and Resource Persons.
The Tourism Industry:
Even though Tourism is largely considered to be important in Economic Progress and Poverty reduction; it should be clearly explained that, this is not automatic. The promoter invests, purchases and sells his package, subjecting himself to the laws of demand and supply as well as competition. By doing this, he foresees, anticipates and reinforces his strategies while assessing the interests and expectations of his clients.
The Tourists:
The nature of the Tourist’s experience has a vital role to play in the promotion and development of a given Destination.
They are the customers/consumers of the Tourism products. The bulk of their total spending is mostly on travels to the place of consumption.
The general environments and events that they participate in are shaped to meet up with their imagined dreams. And this helps to build up local identities with the indigenous Culture, Tradition, Heritage, Representation, Reality, and Authenticity of a given Destination.
The Host Population:
They are involved at three Levels:
• As part of the consumption itself – This is because they Sell to Tourists through areas like customs, festivals, dressing, crafts etc.
• As Workers in the Tourism industry – They form the basis of the employment in the different sectors of the Industry e.g. (waiters, receptionists, kitchen staff, managerial staff, guides, etc.,)
• They try to adapt to foreign ways through the notion of time, space and relationship to others (in order to please their guests).
If the above actors play their roles effectively, the management of Tourism Destinations will be well coordinated and fully exploited.
Management of quality services (gap module)
Quality is a very important notion in business especially from the customer’s perspective. It is a pre-requisite for an industry to function well. Hence, the whole concept of quality centers around the value of the product and how well it is going to satisfy the customers.
The notion of quality in Hotel Management
If a hotel values quality, then the Establishment will be very performant. In that case, there will be a slight gap between the hotel’s perfection and the customer’s expectation. E.g a Hotel that seeks quality will try to satisfy a wide range of clients. The provider should review services to meet up with demands of various guests e.g. Christians / Muslims alike.
Various dimensions of customer’s expectation
a) Access
b) Communication
c) Competence of personnel
d) Courtesy (what attention is given to the customer)
e) Credibility (trust-worthiness)
f) Reliability
g) Responsibility
h) Tangibility
i) Understanding
Reception/practical services in Restaurants & Bars
A good restaurant in a hotel should be able to provide a variety of menu ranging from traditional gastronomy, European/classical dishes, fast food, etc.
It should also have the means to accommodate services on large-scale basis like conferences, banquet, cocktail, etc.
The distance between the gastronomy service and the hall should not exceed 7-8km, and any worker under this service must carry out this distance daily as many times as possible.
Qualities of good services in Restaurants/Bars
1. Must be elegant in the service
2. Must be honest (clients forget personal effects)
3. Must work in collaboration with other services (Reception/Accommodation etc.)
4. Must be patient and calm
5. Must be outspoken, friendly, open-minded (It is not a profes sion for timid persons)
6. Must be able to speak at least one foreign language. In Cameroon, French and English should express oneself very clearly.
7. Must have a good memory, sound mind to be able to take commands from clients orally, not (taking down); not mixing up.
8. Must be organised and master the techniques of serving.
9. Must exhibit good manners, e.g. don’t interrupt clients’ con versation, signal your presence without disturbing them.
10. Be conversant in general knowledge especially the histo ry and Geography of the locali ty.
11. Avoid eating or drinking alco hol whilst on duty. One can only eat during lunch time, even if the food is brought from the house (outside).
12. Put away all cell phones during working hours. If it rings whilst on duty, it is a sign of inatten tiveness.
13. Be smart in presentation. No nails, low hairs, low/black shoes, no make-up.