Author: Andre Coleman

November 2009, Budget travel the largest tour operator in Ireland ceased trading and closed the remaining 17 of total 31 retail shops. The company was established in May 1975 and had a 30% share of the market.

“The internet is a tidal waveaˆ¦. It will wash over the computer industry and many others, drowning those who don’t learn to swim in its waves.” (Bill Gates, 1995)

Travel agents used to be the purchase channel between the travellers and the suppliers; now travellers can bypass the travel agents and purchase directly from the suppliers by using the internet. Will the internet drown the travel agents, like Bill Gates predicted, or will they learn to swim in its waves?

A lot of research in this area has focused on how travellers and suppliers use the internet to eliminate the middle man, this research examines how travel agents are evolving and surviving this ‘disintermediation’. This dissertation is important to the middle men (the travel agents) and will examine what future, if any, they have and what form that future will take. Also this is important to future researchers, due to the lack of recent research literatures on this topic.

Background to Study

Currently travellers demand more and higher quality travel services, products, information and value for their money. The internet serves as a new form of communication and distribution channel for the traveller and travel service suppliers. It enables tourism suppliers to improve their competitiveness and performance, by cutting out the middle man, bringing more profit to the tourism suppliers and allowing suppliers to provide lower fare to the travellers.

Before the internet, travellers had to book though travel agents. These bookings typically consisted of a large range of bundled products; each of the products within the booking was presented to the traveller in a sequential fashion. For example, the start of the trip would almost certainly consist of a flight product; at the destination airport the traveller would possibly collect their hire car and they would then go on to their pre-booked hotel. The industry relies on linking various products from various sources at specific times and locations to create a coherent package or product for the traveller.

As Longhi (2008) stated, the value chain of the travel and tourism industry could traditionally be split into five main types of actors or participants (Figure 1):

Figure 1

The Travel and Tourism Industry Supplier Chain

Suppliers

GDS

Tour operators

Travel agents

Traveller

Suppliers and service providers.

Global Distribution Systems (GDS), such as Galileo, Sabre and Amadeus, used for reservations, information search, client management and reporting.

Tour operators, who bundle the tourism products from suppliers.

Travel agencies, which distribute the different products from services providers and tour operators to the consumer.

Travellers, the actual customers.

In contrast to the traditional model above, the internet provides a way for tourism suppliers to sell their products globally to potential travellers. For these suppliers, this model represents lower distribution costs, access to a much larger market and therefore higher potential revenues. For travellers, it represents an ability to communicate directly with tourism suppliers and to purchase what they wish when they wish to; with no recourse to a ‘middleman’.

To some researchers, online booking sites significantly reduce the importance of travel agencies, a trend that could ultimately result in the permanent removal of travel agents from the supplier chain (Barnett and Standing, 2001). However, Palmer and McCole (1999) argue that travel agencies provide personal information and advice to traveller and that this is their key strength.

There has been a significant amount of research on how the internet has changed the way travellers purchase products, but very little has been conducted on how the internet impacts the intermediaries – travel agents. With the trend towards ‘disintermediation’, the elimination of the middle men between the suppliers and the consumers, travel agents would seem to be facing extinction. Bennett(1992) claims that changes to information technology in the travel industry over the past few years have worked primarily in favour of the suppliers and at the expense of the travel agents. Caywood, Loverseed and Murray (1999) support this view and suggest that these changes are aimed at encouraging travellers to bypass travel agents altogether.

It is certainly undeniable that the internet is providing the means for suppliers and consumers to communicate directly. Figures available from the Irish Central Statistic Office indicate that over the past 4 years, the number of travellers booking online has increased dramatically and, by the same token, the number booking through travel agents has substantially decreased.

Number of Trips by Irish Residents (Thousand)

Travel Agent
Internet
2006

1729

5510

2009

1046

7496

Despite these statistics, travel agents still exist within the marketplace. The fact that they are still here means that they are somehow managing to compete with the internet.

A number of arguments have been put forward to suggest why travel agents are still surviving and also what they need to do to continue to compete and flourish. Lowerngart and Reichal (1998) claim that there are opportunities available to travel agents provided they focus on specific markets and specialise their activities. Waksberg (1997) argued that travel agents should move from a focus on transaction processing to the provision of consultative services. Lovelock (1992) claims that travel agents will need to expand their advisory function and concentrate on the provision of information and details that are not available to the traveller through the internet. Beirne (1999) suggests that travel agents should become consumer advocates, finding the best deals for the traveller.

The Research Questions

The primary research objective is to recognize how the internet is changing the travel industry and what strategies or techniques travel agents are adopting to evolve and sustain their positions.

The key research question maybe posed as “How does the internet impact travel agents?”

From the key question than expand to sub questions as following:

How has the internet changed the business of travel agents?

What threats does the internet present for travel agents?

How are travel agents using the internet to run and improve their businesses?

In what ways are travel agents competing with online travel providers?

How will travel agents utilize the internet in the future to enhance their business operations and increase their profits?

Timeframe of the Study

The study was conducted over a nine months period from December 2010 to August 2010. The initial proposal was established during December to February, when the research topic was decided. The main body of work commenced in March 2010.

Roadmap of Chapters

The dissertation is split in to five major chapters followed by reference, bibliography and appendices.

A summary of the subsequent chapters is outlined below:

Chapter 2 contains a brief history of travel reservation system, as well as a discussion on existing research in the area and predictions concerning the future of travel agents.

Chapter 3 discusses what methodological approach has been taken, the methods used to design and develop the research instruments, detailing the rationale for selection of the focus group, interview and online survey questions.

Chapter 4 contains analysis on the primary secondary data and the findings.

Chapter 5 presents the conclusion of the research and future work needed in this area.

Chapter 2 literature review

2.1 Introduction

“November 2009, Budget travel the largest tour operator in Ireland ceased trading and closed the remaining 17 of total 31 retail shops. The company was established in May 1975 and had a 30% share of the market.”

This chapter sets out to examine how travel agents operated before the widespread use of the internet. It contrasts this historic, or traditional, mode of operation with the way that they operate today; placing particular emphasis on how the internet has directly impacted travel agents in the modern marketplace. There is a lack of recent and current research on this very specific topic, as a result most articles cited within this chapter are quite old. However, the lack of pertinent articles is also indicative of the importance of this research.

This chapter draws on selected research identified during the literature review. It outlines the relationship between the internet and travel agents and it is from this literature review that the research questions for this dissitation emerged.

2.2 Exploratory Research

A list of relevant articles and other sources were initially established through searches in selected computer science, communications and social sciences databases. Additional articles were found by following references from the initial list to their sources.

The following databases were searched for the keywords “Travel agents”, “Internet vs. Travel agents”, “Reservation system”, “Distribution channel”, “Tourism and travel”, “Information system”, “survival of the middle man” and “travel agency”.

Electronic journals

http://atoz.ebsco.com

IEEE Online Journal Index

http://ieeexplore.ieee.org/xpl/periodicals.jsp

Stella catalogue

http://stella.catalogue.tcd.ie/iii/encore/home?lang=eng

Science Direct

http://www.sciencedirect.com

Emerald

http://www.emeraldinsight.com.elib.tcd.ie/

SAGE Journals Online

http://online.sagepub.com.elib.tcd.ie

ISI Web of knowledge

http://apps.isiknowledge.com.elib.tcd.ie

Google Scholar

http://scholar.google.com

Fig 2 Selected database table

2.3 History

Any discussion on the history of the travel industry is necessarily complicated by large scale conflicts or wars. These are events which profoundly restrict any and all international travel, effectively shutting down the travel industry. For this reason, this document will consider the history of travel industry from the late 1940s onwards. Events prior to this are outside of the scope of this research.

During the period under discussion, the late 1940s, travellers were few and fares were tightly regulated. The customer would telephone the travel agent, giving them details of the required travel arrangements. The agents would then call or telex the suppliers, on receiving these details the supplier would store them on a ‘reservation card’ and then file that card.

The number of air travellers steadily increased during the late 1940s and 1950s, in response to this; the airline schedules grew more complex. The existing simplistic system of booking travel products had to evolve to meet the increased size and complexity of the travel marketplace.

In 1959, IBM developed a Computer Reservation System (CRS, also known as a Global Distribution System (GDS)) called Semi-Automatic Business Research Environment (SABRE). Initially developed for American Airlines, it was an answer to the problem of how to scale the reservation process to match the increased demand for travel.

By 1964 it was the largest civil data processing system in the world (DUNCAN G.1995). Other airlines followed suit and introduced their own CRS or GDS systems.

To book an air itinerary, travel agents had to call a reservation agent within the specific airline; the airline reservation agent would then make the flight reservation though a GDS terminal. The travel agent would then book any other additional travel products, such as hotel accommodation or a rental car, again using the telephone.

This process created constrain on the travel agents, so they began pushing for a system that could automate their side of the process. In 1976 all airlines start grant travel agents access to their reservation system, allow agents to book ticket through their systems directly. At the same time in the UK , British Airways, British Caledonian and CCL launched Travicom, the world’s first multi-access reservation system, it has 49 airlines subscribing to it, it enable the travel agents and airlines communicate via a common distribution language and networks. From its success Travicom start implement similar system in different country, later when British Airline chose to participate in the development of the Galileo system ; Travicom changed its’ trading name to Galileo UK and a migration process was put in place to move agencies from Travicom to Galileo (B. Schmid, 1994). By the end of the 1990’s there are nine major GDS’ of which 6 are still been used today. The GDS allow travel agent to access its data using a terminal window through the network. Now travel agents can book flights directly with the GDS, they quickly realised that the computer terminals they are using everyday could be a convenient tool for booking other services as well. The GDS soon realised to fulfil the travel agents requirements; they need to add booking capabilities for rent cars, accommodations and other travel products (HSMAI Marketing Review, 1996). Finally travel agents can now book itinerary though one source within a network.

When the internet becomes more and more popular, airlines and travel agents like other corporations start to use internet to improve their business. All GDSs can now be accessed through internet, travel agents can simply log on to the GDS’s website to make search and reservation, most of the communications are done by email, the internet allows the travel agents operate more efficient. It also enables airlines to discard paper tickets, allow travellers to check in online, and travel agents will no longer has to worry about if the paper ticket will not reach the traveller on time.

At the same time the internet also enable the traveller to book trips bypass the travel agents (Jo Cheyne et. Al, 2005).

2.3 Existing research of internet and travel agents

Examining the key findings of some of the major studies on the relationship between the internet and travel agents.

2.3.1 The advent of the internet and disintermediation in the travel industry

The internet has changed the traditional distribution channels; various studies have shown how well the internet is suited to the travel and tourism industry (Buhalis and Licate, 2002; Chirstian, 2001). With advent of the internet, suppliers can provide information on their products online, timely, up to date, to the travellers to assist their decision making. This , in turn, necessitates the balancing of perishable tourism products and changeable tourist demand, furthermore, the tourism industry is diversified, with a plethora of different suppliers that operate independently, even as tourists expect travelling to be complete experience. The resolve this mismatch, the internet offers an effective means for developing a single and sustainable electronic infrastructure for information gathering and business transactions for both travellers and suppliers. A natural outcome of this is that the suppliers can carry out one-to one marketing and mass customization. In other words, travel supplier an now understand each customers needs, and therefore target each customer individually and deliver tailor-made products. More importantly, travel suppliers can understand how to deliver information and sell their products and services to customers directly through their website (Law, 2002).

Travel services and product suppliers see the internet as an opportunity to save money on distribution costs. Inkpen (1998) stated that the internet allows the suppliers to sell their product directly to the travellers, bring them a significant cost savings. As Law (2000) contends that the internet allows the tourism suppliers to control and update their service remotely with electric speed, reaching global travellers anywhere, anytime. The benefits of an online website bring lower distribution cost, higher profit, and larger share of the market to the tourism suppliers. For the travellers, the internet allows them to bypass the travel agents, book directly with the chosen suppliers anytime, anywhere (Olmeda and Sheldon, 2001). The suppliers can reach the travellers directly, which allow suppliers reduce cost on distribution channel, hence cheaper price are offered to the travellers, this seems like a Win-Win situation for the travellers and the suppliers, which bring uncertainty to the future of the travel agents.

2.3.2 Advantage of the internet for travellers

Jo Cheyne et al (2006) attested that travel agents are the key intermediary between travel suppliers and travellers; with the advent of the internet travellers and suppliers could interact directly, internet offer more information then travel agents and often provide cheaper price. Long (2000) summaries it in 4 points:

The internet provide convenient and instant access for availability enquiries and bookings at times when consumers want o research and purchase travel

Ability to access easily information that is detailed and also up to date, helping decision making.

A cost advantage in purchasing travel online as results of the market becoming more competitive, as well as the ability for consumers to take advantage of substantial online discounts that cannot be obtained via any other traditional distribution channels and possible cost advantages for consumers as result of decreased distribution cost

Avoid travel agent fees and charges.

2.3.3 Disadvantage of the internet for consumers

Lang (2000) also identified the disadvantages that stop customers purchase online:

Difficulty in finding the website and information they require

Time consuming

Online security issues

Information overload

Lack of trust in the technology

Lack of human interaction

Standing and Vasudanvan (1999) indicated that some researchers are mainly focusing on the impact of internet and threats of disintermediation, there are very littler work carried out on the strategies travel agents has adopted and the internet marketing models they are using. A large survey of Australian travel agencies’ website has been carried out, the findings shows that the major of agencies use internet as a yellow pages or online holiday brochure, a small percentage of websites allow the travellers to make booking, around half of the website capture the data on the travellers, but only few captured the traveller email address. The paper also suggested that travel agents should use internet as a marketing tool.

2.3.2 Implications of the internet for travel agents

The internet has changed the traditional distribution channels; customers can buy products directly from the suppliers anytime anywhere. Travel services and product suppliers see the internet as an opportunity to save money on distribution costs. Inkpen (1998) stated that the internet allows the suppliers to sell their product directly to the travellers, bring them a significant cost savings. As Law (2000) contends that the internet allows the tourism suppliers to control and update their service remotely with electric speed, reaching global travellers anywhere, anytime. The benefits of an online website bring lower distribution cost, higher profit, and larger share of the market to the tourism suppliers. For the travellers, the internet allows them to bypass the travel agents, book directly with the chosen suppliers anytime, anywhere (Olmeda and Sheldon, 2001). The suppliers can reach the travellers directly, which allow suppliers reduce cost on distribution channel, hence cheaper price are offered to the travellers, this seems like a Win-Win situation for the travellers and the suppliers, which bring uncertainty to the future of the travel agents.

Lawton and Weaver (2009) did in-depth interviews with 19 owners of successful US-based travel agencies, the paper did SWOT analysis over the 19 travel agencies, and identified that the negative public perceptions of travel agencies is the main external threat.

2.3.2 Demands for travel agents

One of the most recent study on this topic, tried to identify the tourist perceptions of the potential for the elimination of travel agencies in the presence of the internet. Law et al (2004) conducted a questionnaire on selected experienced travellers, who had visited at least one travel Web site were asked to participate. The answers of 413 travellers on preference on book through internet-based or traditional distribution channels were analysed. The results show that travellers still ask travel agents for advice and their professional services. The paper proposed that from the findings both online and travel agents can coexist in the future. This is probably the most cited recent piece of research on the relationship between travel agents and internet, although some of its findings have subsequently been contested, it must still be regarded as one of the seminal works in the area.

Jo Cheyne et al (2006) attested that travel agents are the key intermediary between travel suppliers and travellers; with the advent of the internet travellers and suppliers could interact directly. Main finding was the factors that influence traveller’s choices on using a travel agent or the internet when booking an over sea holiday, the factors are: services reliability, managing complex itinerary, guarantee, attractive deal and payment security.

2.3.2 The changing roles of travel agents

Lowerngart and Reichal (1998) claim that there are opportunities available to travel agents provided they focus on specific markets and specialise their activities. Waksberg (1997) argued that travel agents should move from a focus on transaction processing to the provision of consultative services. Lovelock (1992) claims that travel agents will need to expand their advisory function and concentrate on the provision of information and details that are not available to the traveller through the internet. Beirne (1999) suggests that travel agents should become consumer advocates, finding the best deals for the traveller. Michael Bloch and Arie Segev (1997) has contend travel agents should adopt the IKEA concept, the Swedish furniture giant transformed from a traditional store to a family destinations, with restaurant, kids play ground ,etc. Travel agents can do the same, with each area set to different destinations, or type of travel products. Each area has an information point, that travel agents could provide information on the particular destinations, supported by video clips of the main attractions. The experience of shopping might be the only thing that internet could not replicate.

2.3.5 Importance of internet technology for travel agents

Barnett and Standing (2000) have identified two major threats that the internet has on the traditional travel agents; they are disintermediation of retail agencies by the product suppliers, and the emergence of new online intermediaries. It argues that the traditional travel agents are not aligned with the demand of new travel economy, travel agents has to establish web present.

Standing and Vasudanvan (1999) indicated that some researchers are mainly focusing on the impact of internet and threats of disintermediation, there are very littler work carried out on the strategies travel agents has adopted and the internet marketing models they are using. A large survey of Australian travel agencies’ website has been carried out, the findings shows that the major of agencies use internet as a yellow pages or online holiday brochure, a small percentage of websites allow the travellers to make booking, around half of the website capture the data on the travellers, but only few captured the traveller email address. The paper also suggested that travel agents should use internet as a marketing tool.

2.5 Research questions and objectives

The Western Ghats of Kerala are lush, verdant and consist of dense and thick rainforests. There are so many wildlife sanctuaries in Kerala that one can never tire out if one has come looking for nature, wildlife and thrill. Several wildlife reserves house several species of birds and animals. People throng these places to glimpse into the nature, the bio diversity and the unique eco system. The tourist attractions here are majorly the national parks and several reserves. Given below are species of reptiles and animals found in all the sanctuaries mentioned below them.

The animals found in the Kerala sanctuaries are gaur, sambar, deer, wild dogs, langur, wild boars, tigers, grizzled giant squirrels, leopards, sloth bears, lion tailed macaques, Elephants, jungle cats, Hanuman langurs, malabar giant squirrel, flying squirrel, tiger, barking deer, panthers, spotted deer, Nilgiri Tahrs, wild dogs, peacocks, star tortoises, The Atlas moth, civet cats, macaques, Loris, mongoose, foxen, bears, pangolins, bison, bonnet, bears etc..

The reptiles found in the sanctuaries are Viper, Cobra, a number of non poisonous snakes, krait, crocodiles, bicoloured frogs, cane turtles, varanur pond terrapins, geckoes, star tortoises, chameleons, skunks, pythons, spectacled cobras, rat snakes, green keel backs, vine snakes, monitor lizards etc.

Below is a list of sanctuaries located in Kerala.

Begur Wildlife Sanctuary

The Begur Wildlife Sanctuary is situated 20 km from Wayanad district of Kerala. This sanctuary is at Mananthavady in Wayanad close to the Western Ghats. The best time to come here is between the months of December and May.

Chinnar Wildlife Sanctuary

This sanctuary is 60 km from Munnar, Idukki. The Idukki Chinnar wildlife sanctuary sprawls over a region of 90 sq km. It is situated somewhere 500-2000 meters above the sea level. One can spot the rare grizzled squirrel here. The best time to visit this place anytime except the monsoon months.

Muthanga Wildlife Sanctuary

Muthanga wildlife sanctuary also referred to as Wayanad sanctuary is situated in the well shielded regions between Karnataka and Tamil Nadu. This place is spread over 344 sq km. It was estabilished in 1973. The best time to visit this place is between the months of June to October.

Periyar Wildlife Sanctuary

The most prominent of all the sanctuaries Periyar Wildlife sanctuary is considered to be one of the most beautiful sanctuaries of India. It is known for the 200 species that it houses. The best time to be here is between October and March.

Peechi Vazhani Wildlife

Located 22 km from Trissur, Peechi Vazhani houses wildlife like Palapilli – Nelliampathy. This sanctuary is one of the most famous sanctuaries in India. The sanctuary lies between dams of Peechi and Vazhani. The best time to be here is October to March when the weather is pleasant.

Parambikulam Wildlife Sanctuary

It is located between Annamalai mountains of Taminadu and Nelliampathy mountains ranges of Kerala. The Palakkad Parambikulam wildlife sanctuary covers a mind boggling expanse of nearly 285 square kilometres. The Anna Malai hills are spread all across this sanctuary over .The best time to visit this place is from October to March.

Peppara Wildlife Sanctuary

Situated around 50 km from Trivandrum, This wildlife sanctuary covers a large area of approximately of 53 square kilometers. This wildlife sanctuary was declared one in the year 1983. This sanctuary has one of a kind eco system. It is the core of various life forms. The best time to visit this place is between the months of October to March.

Silent Valley National Park

This park lies in the verdant hills of Kundali in Palakkad. This Silent Valley national park is supposed to be one of the most untouched by human intervention. The place is very dearly protected by the scientists as they value the place for its rich bio diversity. The best time to visit this place is during the months between September and March.

Shenduruny Wildlife Sanctuary

This sanctuary is located some 66 km away from Kollan town in Kerala. This sanctuary has been named after a tree which is known as a Chenkuruny. The rivers Shenduruny and Kalatupuzha are at its very centre. The best time to visit this place is probably between the months of October and May.

Thattekkad Bird Sanctuary

This sanctuary was formed in the year 1983 by a very famous and learned Indian ornithologist, Dr. Salim Ali. This sanctuary is situated in the Kothamangalam district of Idukki. The best time to visit this sanctuary is between the months of September and March.

India is a very rich country in terms of bio- diversity. Almost all big mighty creatures roam its jungles. The sight and sounds of a majestic elephant, a peacock??s dance, the roar of a tiger are unparalleled experiences in themselves.The country offers immense opportunities for wildlife tourism. The immense heritage of wildlife in India comprises of more than 70 national parks and about 440 wildlife sanctuaries including the bird sanctuaries.India has always been a fete for wildlife enthusiasts from around the world with its fascinating myriad of flora and fauna that has remained both unique and mysterious for nature lovers.

A paradise for the nature lovers, these forest areas are also crucial for the conservation of the endangered species like the Snow Leopard, Asiatic Lion, Asiatic Elephant, the bengal tiger and One-horned Rhinoceros. Spread across the length and breadth of India, these reserves and forest areas, right from the Ranthambore National Park in Rajasthan to the Hazaribagh Wildlife Sanctuary in Bihar, from the foothills of Himalayas, the Jim Corbett National Park to six national parks in Andaman; the Indian Wildlife circuit is an Incredible treat, unmatched by any other experience.The Indian subcontinent is rich in both floral and fauna species. According to estimates, India has about 18% of the plant and 8% of the total animal species found in the world, which makes the country a paradise for wildlife enthusiasts and nature gazers.

India harbours eighty percent of the entire population of the one horned rhinoceros in the world. The parks like Bandhavgarh N.P, & Kanha NP support a sizeable population of the mighty tigers. The Kaziranga Game Sanctuary is an ideal habitat for the rhino and a popular destination with the naturalists and environmentalists as well as the wildlife travellers.The Corbett National Park one of the most popular National Parks in the northern region for the wildlife enthusiast as well as the holiday makers These National Parks and Wildlife Sanctuaries are promoters of wildlife tourism in India.A wildlife escapade in India is not complete until one decides to spend a few days amongst the wilderness.Wildlife resorts located in different national parks and wildlife sanctuaries lets you experience just that. Imagine living in a tree house, eighty feet above the ground or an antique wildlife resort where your dinner partner may be a wild beast feasting on its prey. Wake up to the twittering of birds or the roar of a lion, definitely a spine chilling experience.

Interestingly India is immensely rich in avian life & the sub-continent witnessed huge migration of birds in the winters.Bharatpur birds paradise & Nalsarover in Rajasthan, Sultanpur in Haryana close to Delhi, famous parks like Corbett, Manas, Kaziranga are a treat to the bird lovers. Come, feel, explore this wildlife lovers’ paradise. Feel free for any kind of information on these national parks.

Why tourists are going green?

With increasing environmental awareness and consciousness of tourists and tourism businesses, there has been a growing trend towards green practices. The advancement of new technologies has made people in a better position to acquire information in less time required, where effective decision making are being made. Going green is a necessity for most of the people, hotels, airlines and tourist visiting places, as people nowadays are more concern for the environment. If the tourist can make the effort to be green at his place so what happens when he goes travelling? This is where hotels are more and more adopting green practices, when planning for your trip, in one click, people can view on internet the different practices the hotels are using. “There is a growing amount of evidence indicating that consumers are choosing products or avoiding others based on their impact on the natural environment” ( Mohr and Webb 2005; Tilikidou 2007).

Hotels are initially located in places of exceptionally natural beauty, in historic cities and in places which are developing their tourism sector, it is seen that hotels are doing more harm to the environment and an unlimited exploitation of limited resources. As per the statistics of the UNWTO, 2011, there were 980 million tourist arrivals worldwide and this is predicted to augment in the years to come. This increase of travelers has put the natural environment in a difficult situation: water consumption, energy, waste management, loss of biodiversity, food and an effective management of cultural and natural heritage areas which are significant for the promotion of a sustainable green tourism industry. This is where the hotel industry is more and more adopting green practices whereby satisfying the consumer’s new trends and being environment consciousness.

1.2 Why hotels need to be eco-friendly?

Environmental issues have indeed taken a huge place in the day to day operations in many tourism businesses, including Mauritius. Hotels such as Le Prince Maurice, Hilton, Beachcomber, Lux* Belle Mare, recently Voila Bagatelle, has since some years started to follow the green principles and many of them have been awarded for that. (Appendix A) Consumer behavior is an important factor for the hotels in order to attract and retain their customers. Hotels have various reasons why they need to be eco-friendly such as a feeling of social responsibility, governmental regulations, and economic benefits (Bohdanowicz, 2006). Nevertheless, as the amount of green hotels continues to augment, current research about consumers’ opinions of them is lacking (Lee, Hsu, Han & Kim, 2010).

With the new trend of consuming green, hotels are taking into consideration consumer’s opinions about the environment by incorporating them in their management/marketing decision-making (Bohdanowicz, 2006; Lee, Hsu, Han & Kim, 2010; Mensah, 2006). This is where it is noted that the promotion of green principles do lead to the hotel’s competitive advantage in the tourism industry. If the customers had a nice experience during their stay, where they will come again to the hotel, whereby being loyal to it and to its environment practiced that have implemented (Graci & Dodds, 2008). Hence, it is seen that it is a must for hotels to be in the level of most customers expectations.

Moreover, hotels are not implementing green concepts just because of being environment conscious, it is also the fact that the trend has been that tour operators has increased their attention within this industry. Although tourism provides business opportunities for local companies, it nevertheless has an impact on the natural environment. With the growing of mass tourism, the effects of the development of tourism in certain regions which used to be untouched environment have caused many problems. As a result, the progress of so-called ‘green’ hotels has become one of the more important recent innovations in the tourist sector. Green hotels may be distinguished from ordinary hotels in that they aim to use products and services that minimize the consumption of water and energy, and reduce the output of solid waste, in order to protect the environment from the further depletion of its natural resources (GHA, 2010) Imported lifestyle is not always desired by the host community so this is also why hotels try to integrate themselves to the lifestyle of the people.

1.3 Mauritius: tourism sector

Tourism is the third pillar of the economic sector in Mauritius and it has from years now been reputed for its 3S, that is Sea, Sun and Sand. Mauritius has actually around 115 hotels with and arrival of 950,000 (CSO, 2011). People from different origins have been building infrastructures on the natural escapes of Mauritius, consciously or not to form a new nation. With time the island has experience degradation in terms of natural & cultural resources and it is seen from the types of tourists coming to Mauritius which has changed. More and more, the types of tourists coming to Mauritius expect to have some aspects of green elements in the hotel they are staying.

The green revolution has impacted all facets of the society and all sectors of the global economy. Tourism brings both positive and negative impacts for a country, thus sustainable development is important for an island which rely much on its tourism sector. Day by day people are being more alert about environmental issues, terms such as eco-friendly, recycling are being integrated in daily tasks for the preservation of the environment. With worldwide consciousness and trend of being eco-friendly, Mauritius also has launched a new concept that is Maurice ile Durable (MID), 11 April 2011. MID is a vision and mission whereby it is explained by being more environment conscious, such as developing in a sustainable way with our limited resources. For example, a recent campaign was “To zeT to taC”, whereby this was a strategy from the government to protect the environment by preventing people to throw rubbish anywhere they want.

Thus, with the limited resources available, the increasing pollution and with the increase of non biodegradable wastes, this is where also the MID project has arisen. Although as per the environment protection act of 2003 by the Ministry of Environment, most of the hotels in Mauritius must have waste water treatment plans, yet many of the hotels do not follow the rules and do not adopt good environment practices. Mauritius has often been criticized for the fact of engaging into enclave tourism, but the enclave model has been to certain extent an advantage where it was restricting the number of visitors and their activities to specific areas, away from local people, thus at least limiting the negative impact of tourism (Kokkranikal et al., 2003).

Much research has been done to sustainability of countries but none of them has precisely adapted it to a local context, an island. Hotels in Mauritius are largely dependent on the physical environment in which it operates, where resorts usually use its physical environment as part of its unique selling proposition. Thus, for the purpose of this research the study will lay emphasis of tourists’ perception/motivation on green aspects in a local context whereby diversifying from the normal context of Sea Sun and Sand which attract mass tourism to the island. This study will take more into consideration a type of niche market which caters more for green aspects.

1.4 The need of this study

During my 6 months internship in Seychelles, it has made me conscious to be surrounded by such a natural environment and this is where while choosing the subject of the dissertation, it was obvious the study of green arises for the context of Mauritius.

Tourist motivation and behaviors are often determined, in part, by the desire for an environmental learning experience and this is where the aims of this study are to analyze:

An analysis of consumers traditional way of choosing a conventional hotel and consumers choosing a green hotel

The extent to which consumers are willing to pay (WTP) for green practices

Factors influencing tourists attitudes and behavior towards green practices – responsible tourists

Analyzing consumer behavior – Theory of Planned behavior

The extent to which green practices forms part of the organizational culture of the hotel and how will it benefit in a the long term perspective

To what extent is green practices a competitive advantage for the company

1.5 The dissertation consist 5 main parts, namely,

Chapter one: Introduction

The introduction will highlight some factors of why consumers and hotels are adopting some green principles.

Chapter two: Literature Review

This chapter will provide an overview of the some previous research, theories, models that were used, and which will also be used for the purpose of this study. This section will as well cover some main research on consumer behavior and green tourism.

Chapter 3: Research Methodology

This section will describe the various methods of how this study shall be conducted: surveys, pilot testing, sample size, constraints, primary and secondary sources of data. It will also consist of developing the questionnaire to understand consumer behavior in green tourism.

Chapter 4: Analysis and Discussion

In this chapter, the results obtain during the survey, shall be analyzed and hypotheses will be explained. It will also analyze to what extent tourist are willing to go green.

Chapter 5: Recommendation and conclusion

This section will give recommendation to the problem found during the research, improve certain ways of doing things in hotels in Mauritius so as it can operate smoothly to achieve customer satisfaction.

Chapter 2
Literature Review

This chapter has the purpose of giving an overview on previous research work, theories and models used to for the completion of this study. The first part will illustrate some reviews of some main research within the hospitality industry. The second part will describe some theories concerning consumer behavior and the final section will talk about effectiveness of this study as well as the hypotheses.

“The most important thing is to forecast

where customers are moving and to be

in front of them.”

(Philip Kotler)

Green Tourism
2.1 Tourism- sustainable development

To understand why responsible tourism has been pointed as the solution to the negative impact of tourism, we shall first look at some concepts tourism sustainable development. The concept of tourism development has been formed in equivalent with that of sustainable development which was influenced by some major events such as: Pacific Asia Travel Association (PATA, 1973) conference ‘Tourism Builds a Better Environment’, followed by the World Tourism Organisation (WTO) publication of Manila Declaration on World tourism in 1980 and the adaptation of Agenda 21 for the travel and tourism industry. The principles for sustainable tourism (WTO, 1995) were produced during the conference which was held in Lanzarote and where the United Nations Commission on Sustainable Development recommended national governments, along with the private sector and stakeholder, to work towards the formulation and adoption of a global code of ethics for tourism as recommended in the Manila Declaration.

The theory of sustainable tourism development has been debated by many authors such as Garrod and Fyall (1998), Swarbrooke (1999) on its appropriate definition, but the simplest one adheres to the one closely to the wording of the Brundland report from which has evolved – tourism: “. . . meets the needs of present tourists and host regions while protecting and enhancing opportunity for the future” (WTO, no date). However, this definition is easy to understand yet to some extent it can be interpreted as others, it may both be as strength and its weakness as well. As per the study of McKercher, 1993, debate this definition, as both industry and conservation movements can “. . . legitimize and justify their existing activities and policies although, in many instances, they are mutually exclusive . . . thus exacerbating rather than resolving development/conservation conflicts”. Other studies such as Godfrey (1998:214) avoid the debate by proposing that sustainable tourism “. . . not an end in itself, nor a unique or isolated procedure, but rather an interdependent function of a wider and permanent socio-economic development process”.

The tourism development of the hotel industry in Mauritius faces much challenge due to the importance the government lay on its competitiveness as a regional player and thus it makes an interesting case to study. In this context, the government has developed the National Tourism Development Plan (NTDP) in 2002 (amended in 2008 for improvements) where it reinforces the island’s previous and current position as high- quality and up market tourist destination (Deloitte & Touche, 2002). It was implemented due to the fact that the government was concerned about the impacts of tourism on the fragile Mauritius’s ecosystems. And thus, it is seen from recent years, Mauritius has changes its ideal model of Sea- Sand-Sun model of bringing mass tourism into a more niche market whereby nowadays more and more hotels in Mauritius are engaging in green practices.

2.2 Reasons hotels are going green

Green practice research has grown steadily since the 1970s (Hartmann and Ibanez, 2006). Before going into details the reasons why hotels engage in green practices, let us first define what a green hotel is. According to the Green Hotel Association (GHA, 2008), green hotels are environmentally friendly lodging facilities which employ management that participate in and initiate environmentally sustainable programs. Products are defined as “environmentally-friendly” if in some way they aim at reducing a product’s negative environmental impact. Programs such as water saving techniques, energy reduction, and waste consolidation are frequently used within green hotels.

The hotel industry has always been judge, to be a dirty industry in the sense that it releases toxic materials or causes gross pollution into the environment but it is like any other service sector companies. The success of tourism, as well as the hotel industry, largely depends on the availability of a clean environment. Hotels cause damages to the environment such as: consumes valuable raw materials such as energy, water, food, plastics of which require disposable, a number of undesirable emissions including CO2, CFCs, noise, etc. But all these is cause by its location, as for example, since the hotel may be situated in a unique place, it might require the use of private car rather than public transport, this might be unimportant and yet significant when added together. Consumption of environmental resources in an unbalanced manner creates overburden on the supporting environment. In combination with the general concept of environmental industries, green hotels rely on natural lodging facilities using operation techniques that have a minimum impact on the environment, while maintaining their business environment to provide clients with green products, green services, and living environments that are natural, healthy, clean, and comfortable. Clients thus are educated about nature and the history of protecting as they lodge (Tourism Council Australia Jointly with Commonwealth of Australia, 1998; Green Hotels Association, 2002; The state Economic and Trade Commission, 2003).

According to Foster et al. (2000), the hospitality and tourism industry is under pressure to become more environmentally friendly from the following forces:

Consumer demand;

Increasing environmental regulation;

Managerial concern with ethics;

Customer satisfaction

Maintenance issues related to the physical plant; and

The need for aesthetics.

2.2.1 Consumer Demand

Within the hotel sector, increasing numbers of customer prefer to choose a green lodging facility that follows environmentally friendly practices, showing concern about the seriousness of ecological degradation (Han, Hsu, & Sheu, 2010; Manaktola & Jauhari, 2007). Taking into consideration the interest of consumers need of being eco-friendly, nowadays many hotel firms seek to integrate customers’ rising concerns about the environment in their management/marketing decision making (Bohdanowicz 2006; Lee, Hsu, Han, & Kim, 2010; Mensah 2006). Consumers being conscious about the environment, this creates the demand for the green hotel niche. Since demand for green hotel attributes are rising, current consumers attitudes and perceptions are important to study (Bohadanowicz, 2006). In the study of Manaktola & Juahari, 2007, a survey was conducted among Indian lodging consumers about their attitudes towards green practices in the lodging industry in India and it was found that 22 percent of the respondents seek out environmental properties.

For hotel operators, it is a must to understand what are the attributes guest are looking for, in order to make their hotel attractive and retain them. Studies have also shown that policies and practices geared toward managing and improving the environment can enhance a destination and consequently a lodging property’s competitiveness (Hassan, 2000; Mihalic, 2000; Huybers, 2003). Research works has shown that hotels offering green characteristics may experience higher customer retention rates as consumers are devoted to a particular hotel and the environmental practices in place (Graci & Dodds, 2008). Moreover the article of Shaw, 2000, has shown that the Colony Hotel located in Maine found that their occupancy increased by one fourth when they began positioning themselves as a green hotel. For this reason it seems right and beneficial for lodging facilities to adopt policies and practices aimed at reducing the overall negative impact on the environment (Claver- Cortes et al, 2007).

2.2.2 Cost Cutting & Competitive advantage

There are various motives for a company or a hotel to be driven by green initiatives: the need to keep competitiveness, or using green initiatives to invest profitability; legitimization, or the company’s need for improvement based on established regulations, values, norms and beliefs; and ecological responsibility, or the need for the form to meet its social obligations (Bansal and Roth, 2002). In the hospitality and tourism industry, academic works on the subject of environmental management, environmental pressures for change are often discuss, but most of the time it is focus on reducing costs and saving resources to stop future cost issues. This may be due to the obsession with high fixed costs and low return on investment typical of this industry (International Hotels Environment Initiative in 1993 and 1995), Kirk (1997), Middleton and Hawkins (1998), Green Globe (1994), Forte (1994), Ton et al. (1996).

Willingness to adopt green practices for hotel properties appear to be beneficial and business driven, as well as for consumers who have various reasons for going green and purchasing green products and services. Thus, it is likely that lodging operations as business entities will assess the financial viability of investing in green initiatives. Hence, hotels will take up green initiatives if they lead to profitability factors such as cost savings, competitive advantages, employee loyalty, increased customer satisfaction and retention, or if they facilitate the hotel to comply with, or circumvent governmental regulations or minimize exposure to operational risks. Across Asia, many independent hotels have also engaged in green practices as one of their core strategies. Damai Lovina Villas in Bali, Indonesia, for example, has effectively reduced cost by reducing waste and energy usage. The resort partners with a local research center that gives the resort with environmentally safe agricultural and household products. The resort’s restaurant use 80% of its ingredients from its own organic garden and local farm. The farm has been able to reduce its crop production costs by 90% and increase crop production by 20% by practicing sustainable farming, such as using permaculture to reduce water consumption and increase crop health and using composting instead of using chemical fertilizers. Using recycling practices has led the resort to eliminate the need to send solid waste to a landfill seven hours away (Ernst & Young, no date). This fact has also been demonstrated by the study of Graci & Dodds, 2008, that hotels can make considerable cost cutting in operating costs by engaging in green techniques.

The first example of an environmentally friendly expansion with a cost-savings benefit was the appearance of cards in hotel rooms, such as in Mauritius, the first hotel was with Coco Beach hotel which use this system in 1998. This was an “easy win” for the hotels as cost savings were made for virtually zero outlay (Ernst & Young, no date). By implementing green practices, it means to say that hotel is changing its habits whereby it will have to do investment in green habits that are usually different from conventional hotel (Kasmin, 2004) and hence, from a business standpoint, such investments must be acceptable and result in economic benefits and advantages for the lodging facility. Chief among these benefits is cost saving (Cheyne and Barnett, 2001; Rivera, 2002; Gonzalez-Benito and Gonzalez-Benito, 2005; Lynes and Dredge, 2006; Graci and Dodds, 2008). In fact, cost advantages in the form of financial savings are one of the most important factors that determine whether a company implements environmental initiatives (Graci and Dodds, 2008).

In the hotel industry, employee turnover is one of the biggest problems of the hoteliers. It has been found in studies, employee involvement in eco-friendly practices lead to a reduction in the turnover of the cost of the property. Employees feel themselves engage in the hotel practices whereby making them loyal and also being environment conscious (Graci & Dodds, 2008). This also avoid the hotels the cost of hiring and training new employees. Hence, hotel properties can construct competitive advantage for themselves.

“Sustainable competitive advantage exists with the ownership or a valuable resource that allows the organizations to perform better or more efficient than their competitors” (Graci & Dodds, 2008, p. 256).

Engaging in green practices, has also led the hotels to attract more customers. Customers are very much conscious of the environment nowadays, they feel themselves more comfortable staying in a good environment instead of a purely conventional one (Gustin and Weaver, 1996). This engagement also leads hotels to have a good image, such as in Mauritius, “Le Prince Maurice” from the Constance group is very much known for its green practices both locally and internationally and each year it has many repeated customers which come because of the principles that it is engaged in.

Reasons consumers are going green

Responsible tourists

In the study of Poon (1993) and Urry (1995), it was argued that mass tourism will soon come to an end, tourism, in whichever way is practiced or presented, is still massive. Many studies have argued about the alternative fact, or the term, of tourist being more responsible/ ecotourism/ green consumerism, while being on holidays. A person consuming green products or being a responsible tourist, as per the study of Wood and House, 1991, define the alternative as being ‘good tourists’, Swarbrooke, 1999, as ‘green tourists’. Swarbrooke also discuss on the level of a person of being green. The description is explained below.

Table 1: Shades of green tourists
Not at all green
Light green
Dark green
Totally green

Read what brochures say about green issues and about sustainable tourism

Think about

green issues

and try to

reduce

normal water

consumption

in

destinations

where water

is scarce, for

example

Consciously

seek to find

out more

about

particular

issues and to

become

more actively

involved in

the issue, by

joining a

pressure

group, for

example

Use public

transport to

get to

destination

and to travel

around, while

on holiday

Boycott

hotels and

resorts which

have a poor

reputation on

environmental issues

Pay to go on

a holiday to

work on a

conservation

project

Not take

holidays

away from

home at all

so as not to

harm the

environment

in any way,

as a tourist

Source: (Swarbrooke: 1999)

As it is shown in the above table, Swarbrooke has shown that there are different levels of ‘greenness’, on the other hand the table illustrate only the environmental issues. According to Swarbrooke the totally green consumer would not go on holiday because of his consciousness of the environment; however this will surely have an impact on the multiplier effect in the economy, such as for an island which relies mainly on tourism. Yet this model has many other contradictions, as for example, a person who works on an environmental project and he uses his personal transport to go to work, where will he be placed? Some parents, being psycho centric, not willing his children being exposed to other cultures, which category do they fit in? Also, the model shows also only one unique way of going, from light green to dark green.

Environmental concern or green consumerism was defined in a study as “the degree to which people are aware of problems regarding the environment and support efforts to solve them and or indicate the willingness to contribute personally to their solution”, (Dunlap and Jones; 2002, 285). Other studies have shown that knowledge about the environment generally motivates ecologically and environmentally responsible consumer behavior in disparate parts of the world (Haron, Paim and Yahaya 2005; Lee and Mascardo 2005; Fryxell and Lo 2003).

2.2 Reason Purchasing green products and Influencing factors

According to Kaplan (1991), the state of one’s knowledge about an issue significantly influences one’s decision making regarding that issue. In the study of Ibrahim, Aliagha, and Khoo’s in 1999 has concluded that information and awareness about recycling were both important predictor of environmentally behavior. Based on Ajzen’s (1988) theory of planned behavior consumers’ environmental purchasing intensions and behavior may be influenced by a number of factors, such as the individual’s knowledge and motivation, the ability to perform the behavior and the opportunity to behave in an environmentally-friendly way (Pieters, 1989; Olander and Thogersen, 1995). A Canadian Study (Laroche, 2002) found that people who were highly informed about environmental issues were more willing to pay a premium price for green products. However, another study (Tilikidou, 2007) found that consumers would buy green products when there were no price differences.

Even though consumers have expressed concerns about the environment, these concerns have not translated into purchase or consumption of green products or services (Wong et al, 1996; Peattie, 1999; Crane, 2000). As Johri and Sahasakmontri, 1998; and Lubieniechi, 2002 discuss in their research work, it is also the fact that consumers often perceive many green or eco-friendly products or services as expensive and unattractive, mainly when the latter is compared to non-green products and services. Although it has been found that some consumers may, for example, accept a lower functional performance in order to buy a product that delivers environmental benefits, the environmental benefits in itself is neither the primary benefit sought nor the primary motivation for purchase (Speer, 1997; Ottman 2001.) “Green’s is seldom the over-riding determinant of product or brand choice but just another benefit or attribute that adds value, usually a ‘feel good’ factor to the overall product” ( Wong et al, 1996, p. 269).

Furthermore, consumers seems to be price sensitive when purchasing green products and services (Madese. 1991), and are usually not willing to pay a premium for such items (Wasik, 1992; Manaktola and Jauhari, 2007; kasim, 2004). Consumers who buy green or environmentally friendly products and services must perceive the quality as equal or superior to the usefulness provided by traditional non-green ones. This is important as customers are unwilling to accept a lower quality green product or service especially at a higher price (D’Souza et al, 2006).

Moreover, it was found in research works, many people prefer to stay at a green hotel for an educational purpose. As it was define by the Commonwealth Department of tourism (1994, p.17),

‘Ecotourism is nature-based tourism that involves education and interpretation of the natural environment and interpretation of the natural environment and is managed to be ecologically sustainable.’

This definition recognizes that ‘natural environment’ includes cultural components and that ‘ecologically sustainable’ involves an appropriate return to the local community and long-term conservation of the resource. Green hotels, is a source of learning opportunity for consumers which are naturally curious and crave for knowledge. It is a sort of new experience and benefit for the consumers. In a study in New Zealand, it was found that over 75 percent of its survey had a positive observations of ecotourism locations and “agreed that ecolabels” should be used (Fairweather et al., 2005). In Mauritius, hotels such as the Lux Belle Mare, display much information about its green practices where people can see and read and makes their own opinion about such practices. This not only expands people’s knowledge about the environment, but allows them to visually connect the information and see how it is applied within the hotel.

Staying is a green hotel usually makes the person a sense of positive feeling of having done something good to the environment and this feeling make the consumer to frequent the same hotel again (Manaktola & Jauhari, 2007). In this way, hotels, having a certificate or accreditation on environmental protection, benefit a lot from customer retention and as well consumers benefit from a unique experience in staying in a protected environment. Lam and Hsu (2006) agree on the frequency of certain types of past behavior had a direct influence on behavioral intention when choosing a destination, while Lee and Choi (2009) showed that past experience was an accurate predictor of behavioral intention in the hospitality and tourist sectors.

Consumers’ values and beliefs need to be taken into consideration when examining the influences that affect the purchasing decisions (Hoyer and MacInnis, 2004). Environmental values play a primary role in pro-environmental behavior: values affect people’s beliefs which then have influences on personal norms that lead to consumers’ pro-environmental behaviors (Reser and Betrupperbaumer, 2005; Stern, 200). In the Study of Mainieri et al. (1997) it was found that consumer beliefs were “positive predictors of (1) the number and type of goods purchased because of their environmental claims, (2) the imp

Introduction

What is English, English is a West Germanic language that was first spoken in early medieval England and is now a global lingua franca. It is an official language of almost 60 sovereign states and the most commonly spoken language in sovereign states including the United Kingdom, the United States, Canada, Australia, Ireland, New Zealand and a number of Caribbean nations. It is the third-most-common native language in the world, after Mandarin and Spanish. It is widely learned as a second language and is an official language of the European Union and of the United Nations, as well as of many world organisations or group. After this is, Owing to the assimilation of the words from many other languages always from the history, modern English is consists of a very large of the vocabulary, with complex and irregular spelling, specifically of vowels. For the modern English has not only assimilation words from other European languages, but from all over the world. The Oxford English Dictionary lists more than 250,000 of not the same words, not include the many technically, scientific, and slang period. Why the teenagers in the tourism industry are unable to communicate of well in English, what is the communication. The communication is the giving or receive the information, message or the data from other person. The communication is the something we are doing in the life of the everyday. In this way, why the communication from us is very important for other people. The communication also can separate the two types of communication for the example is the verbal communication and the non-verbal communication. The good communication is very important in the tourism industry this is because it is prevent of the misconception and the error or the mistake.

Main Body

Next, if you is a good or well of communicator. You must speaks expressly to customer, guest and the tourism. After this is, you must listen carefully to listen what are the customer, guest and the tourism says to you. Next, check and confirm the information, message, and the data is correct or not.

What is the reason about why the teenagers in tourism industry are unable to communicate are well in English. This is because, the teenagers working in tourism industry have some teenagers is come from other country or the overseas for the example is Vietnam, Brunei, Philippine, Thailand, and also have other country, because the most teenagers come from country in above cannot or don’t know how to speak and communication with the customer, and the guest. This is because every guest come from different country is using the English to communicate or ask the different kind of the question with the other person.

Why English is important for us using to communicate or ask the different question from other person. Why English is important for us using every day, the reason is the English may not be the most of spoken language in the world, but it is the official language in a large number of countries and English is forecast that the number of the people in the world that use in English to communicate on a regular basis is 2 billion ! Next, if our can speak or understand the English can easily to understand the question from other person and easily to make or ask question from other and also can improve the relationship with other person.

Next is the many of the world’s top films, books and music are published and produced in English. Therefore by the learning English you will have access to a great wealth of the entertainment and will be able to have a greater of theculture understanding, and the most of the content produced on the internet ( 50% ) is in English. So knowing English will allow you access to an incredible amount of information which may not be if not available !

Why the English is very importance for the Hotel Management, this is because in hotel everyday can see the different kind of the traveler or the tourist want to stated in the hotel. Sometimes a lot of the traveler or tourist is come from United Stated, United Kingdom, New Zealand, Canada, Australia, and the Ireland. In hotel, every day can see the a lot of the people is online booking the room or the reservation. All of the online booking or the online reservation is using the English, the staff of the hotel will check or confirm have the person online booking or online reservation or not. Sometimes have some guest is use the phone to booking or reservation of the room, the guest almost is using the English to booking or reservation the room. You must know the information, message or demand from the guest want to booking or reservation the room in your hotel. Can easily to get the information, message and demand of the different kind of guest this is because our know the importance of English in hotel management and understand the English. If our cannot understand the English our cannot get the information and massage from the guest, also our cannot give the information and message about our hotel for the customer, because cannot understand or don’t know how to speak the English to guest.

English is importance for a hotel management, this is because you can easily to get the information or the message from the tourist or the traveler. Our also can easily to using the English to communicate with the communicate and can satisfy the demand, need and wants from the different kind of the customer. This is because you understand what is the people said to you so you can clearly to confirm the demand, need and the wants. In the hotel most time is using the English to communication because the English is a international or the official language in the world, sometime some guest want to using the facilities in the hotel such as the spa, the gym, swimming pool, or other facilities in a hotel.

Next, the English is important for us in hotel management this is because our can easily or faster to receive or to get the information from the different kind of the guest, so can easily to give the different service to the guest on the time or fast, the customer can feel the more polite from your. Also can increase the image or the name for your hotel. Next, also can increase the profit of the hotel. Next, the English is important in hotel management is you cannot confuse the information, this is because you understand and know the demand, wants, and needs of the different kind of customer. And you can easily to request and serve to customer.

CONCLUSION

Conclusion, English is important for us is easily to communication with different kind of guest. This is because the English is a important language in the world and English also is a international and official language for us. If the teen staff in tourism industry or in hotel can communicate well in English, the guest will feel the staff in hotel have good polite and give the good service to different kind of guest. So, English is very important for teen staff in tourism industry or in hotel.

INTRODUCTION 2

What is a English, the English is a is a language from the West Germanic language that was first spoken in early madievel England and is now a global lingua franca. It is an official language of almost 60 sovereign states and the most commonly spoken language in the sovereign states include the United Kingdom, the United States, Canada, Australia, Ireland, New Zealand and a number of Caribbean nations. Why English is very important for us to communicate with different kind of the people, service for the other person, get the message, information or the data from the other person. First, the English may not be the most spoken language in the world, but it is the official language in a large number of countries. It is estimated that the number of people in the world that use in English to communicate on a regular basis is 2 billion ! Next, English is the dominant business language and it has to become almost a necessity for people to speak English if they are to enter a global workforce, research from all over the world shows that cross-border business communication is most often conducted in English. Its importance in the global market place therefore cannot be understated, learning English really can change your life. Third is many of the world’s top films, books and music are published and produced in English. Therefore by learning English you will have access to a great wealth of entertainment and will be able to have a greater culturalunderstanding. Why have some people working cannot speak and cannot understand the English from the different guest ask them. This is because, some people working in the hotel is not Malaysians all is come from other country for the example is Vietnam, Brunei, Philippine, Indonesia, and also have some country.

MAIN BODY

I already access the teenagers working in tourism industry and the hotel. The name of the hotel I already access is called the Vistana Hotel. The reason why the teenagers in tourism industry are unable to communicate well in English. Because some teenagers are working in tourism industry is not Malaysians, all is come from the overseas country, so them cannot unable to communicate well in English for the different kind of the guest. Have a lot of the reasons of the teenagers are working in tourism industry are unable to communicate well in English. First reason is the teenagers is dislike, this is because the English have a lot of the vocabulary and the all vocabulary is have the many different meaning, the English easily to confuse and more difficult than other language. The teenagers working in tourism industry and the hotel them feel the English difficult understand, this is because the English vocabulary have a lot of use and the meaning.

Next reason of the teenagers in tourism industry and the hotel are unable to communicate well in English reason is, lazy to learning the English because them very lazy to learning or speak the English. This is because them feel the English is not important for them of the life in every day. Them is also feel the English are very difficult for them, this is because in the English have a lot of the things are not spelled as they sound, such as pterodactyl which sounds like the teradactle or tough which sounds like tuff.

Third is them feel the English language is a crazy language, this is because the English is the sometimes them think all the English speakers should be committed to an asylum for the verbally insane. In what language do people recite at a play and play at a recital ? Ship by truck and send cargo by ship ? Park on driveways and drive on parkways ? Have noses that run and feet that smell ? How can a slim chance and a fat chance be the same, while a wise man and a wise guy are opposites ? You have to marvel at the unique lunacy of a language in which your house can burn up as it burns down, in which you fill in a form by filling it out and in which an alarm goes off by going on.

Next reason is, them feel the English is easily to learn but hard to perfect because English can be hard, but not the hardest. Chinese, Japanese, and Russian with all of the characters and sounds. They seem more difficult to tackle. So, them say it’s somewhat hard to learn, but hard to perfect of the English. Some native speakers don’t even know the major grammar/spelling rules. But can see how someone who isn’t a native speak get confused between the ” read ” and ” read ” or ” lead ” and ” lead. “

The fifth reason of the teenagers in tourism industry or a hotel unable to communicate well in English language is English is the hardest language to speak Pretty much every comment on the ” No ” side makes me laugh. Some people wrote Cantonese and Chinese are the hardest languages to learn. Its Cantonese and Mandarin or them said English was easy to learn. Probably because they were born and raised around English in schools and around friends. Any Chinese person that I have met who lived in China up until certain ages have incredible difficulty speaking English and you can barely understand them. People should become more educated about different languages and cultures before they make comments.

Next reason is the English is the most difficult language does mean that you know the whole English language, even though them starting learning English since they are on their mother womb, this is because them don’t practice or trying to learning on them will stuck on some sentences and them will use the N word and the M on each sentences because them don’t know how explain or spelling or talk the correct English. And some sentences have plus the ing, ed, and s will to become the sentences have a lot of different meaning.

The next reason is the teenagers in tourism industry or a hotel, them only like, speak or learning their mother tongue. This is because them feel their mother tongue is easily to understand, speak and learning than English language. Another reason is the teenagers is anytime speak the mother tongue for the guest come from same country such as the Brunei, Vietnam, China, Philippine, India, and the Indonesia. So this reason is cause the teenagers are unable to communicate well in English.

Next reason of the teenagers in tourism industry or a hotel unable communicate well in English is them cannot remember the use or the meaning the English sentences. This is because, some English sentences is more spelling can cause the teenagers easily confuse and very difficult to remember the English sentences. For the example, some guest want to reservation or booking the room. The guest will give the name, phone number, IC number, and other data, if the teenagers in hotel cannot remember and no confirm the data from guest, and give the wrong message or the information to guest will cause the loss of hotel and the guest don’t want state in hotel because the guest is using the English do the reservation the room. Why the hotel loss the profit, because the teenagers of overseas cannot understand, confuse, lazy, not confirm the information and check the spelling is correct or not, don’t know the meaning and use of English and cannot speak and communication in English. All of this reason is cause the teenagers in industry tourism or a hotel unable to communicate well in English to different kind of the guest come from different country.

CONCLUSION

Conclusion, if speak or communication are using English will be more polite of us. If cannot speak, communication or understand the English our cannot give any information or message to guest and also if our cannot understand the guest or other person said, our cannot receive the any information or the message from the guest or other person because them is using the English to communicate with you. So, English is important for teenagers in tourism industry or a hotel this is because the English is a international language in the world and in hotel every day need to serve the different kind of guest so the teenager cannot without the English in every day.

REFERENCE

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http://www.academia.edu/281159/A_Review_of_Personality_Research_in_the_Tourism_and_Hospitality_Context

Hospitality EnglishPage 1

What is tourism? Tourism can be defined in more than one way. Conceptually, it refers to the ideas and opinions people hold which shape their decisions about going on trips, about where to go, and what to do (Leiper 1995). Technically, it refers to the activities of the persons traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, health, business and other purposes (Leiper 1990, Pearce 1989). From the sociological point of view, tourism also refers to commercialized hospitality, democratized travel, a modern variety of the traditional pilgrimage, and an expression of basic cultural themes (Cohen 1984). However, the most significant form of tourism is its relations with the economic development of a country. In many countries, tourism is an economic activity which consumes a large part of its natural resources, generates revenue of billions of dollars every year and involving thousands of stakeholders and the general public. As a result, it is one of the most important responsibilities of the government as to the planning, facilitating, coordinating, monitoring and protecting of tourism of that country.

The World Tourism Organization (WTO) has conducted an examination on the involvement of the governments in tourism. According to Richardson & Fluker (2004), a government has the responsibilities of establishing the framework of tourism, constructing infrastructure and communications; promoting the tourist destinations to the visitors, providing legislations, regulations and controls for tourism and the protecting the interests of the stakeholders.

As Accrcnza (1985) pointed out there are basic stages in tourism planning which required the involvement of the government. They are analysis of previous tourism development, evaluation of the present position of tourism, formulation of tourism policy, definition of development strategy and elaboration of an action programme. All these require large amount of manpower and resources which are impossible for private sectors to manage. For instance, in establishing the framework of tourism, a functioning tourism system is identified which might affect government’s decision on tourist’s destinations. Two major major force, demand (marketers) and supply (development), are to be considered in this respect. While the demand side is tourists who are going to the destinations, the supply side is related to the land and the geographic characteristics of the destinations (Gunn 1993). In addition, the supply side also made up of five major components, the attraction; transportation; services; information and promotion.

The attraction is the most powerful element as it helps to encourage and increase the desire of the tourists to visit the area. However, to develop the attraction, it may also involve the considerations of such external factors as the natural resources and the cultural resources. The natural resources provide the foundation for tourism development which preferred by tourist, such as water life; vegetative cover; wildlife; topography, soils, geology and climate, atmosphere. The Cultural resources are important for attractions developed as historic; ethnic national, craft and related economic development. As a result it may require the government to win the support of the community regarding the development of these destinations as the community is a significant factor on the functioning of tourism. Its acceptance and willingness to support tourism industries would greatly facilitate the long term development of the sites.

Transportation which enable tourist to travel to different destinations; and services and information such as shops, banks and restaurants; are two other components of the supply side. As Gunn (1993) pointed out it was the responsibility of the government to create new and improve physical plants such as superstructure and infrastructure. Superstructure refers to the land and building developments used directly by travelers, such as hotels, restaurants and attractions. Infrastructure is applied to necessary support developments, such as roads, airports, water supply and fire protection. These public facilities have to be provided by the government so as to promote the growth of tourism.

In addition, (Gee, Dexrer & James 1984) physical development of tourism is made up a great diversity for business, government, and nonprofit components, such as direct provider, include transportation, travel agencies and restaurant; the support services which are tour organizers, management; and the developmental organization include planners and government agencies.

Regarding the promotion of the tourist industry which helps to increase tourist to visit that area, government agencies have an important role as the promoter in this industry. Advertising in mass media and internet is very important in promoting and stimulating travel to the destinations. Familiarization tours and travel shows can provide information and attract tourist to visit that destination. Moreover, if they are organized by the government, they will become promises with reputation and will increase the numbers of the visitors significantly.

Tourism product such as parks, historic sites or convention centers can increase the tourist flow, but these attraction products must be aware as a promised. If tourists discover the destination is not the same as its promise, it may affect the number of tourist who willing to come to the destination (Gunn 1993, Pearce 1989). Therefore, management of these tourism products has to be carefully supervised and monitored. Management is to make institutions capable of producing result (Drucker 1998). According to Richardson & Fluker (2004), the management method which adopted by the WTO are the consulting with various stakeholders through meetings with industry, advisory groups and the general public The aim of these meetings is to discuss specific subjects such as strategic planning; issues on tourism industry such as promotions and regulations; setting up and funding of specialized tourism agencies which help to develop the tourism industry, and providing facilities and operations in order to provide money or facilities for national or communities interest. Moreover the meetings are also about creating the appropriate fiscal, regulatory and social environment within private business; and adjudicating between conflicting interest on society which are concerned with the environment, recreation and wildlife recourses.

As we can see, management is also related to the protection on destination’s interest. It is very important in tourism industry. Decision-making through managerial perceptions and the objective dimensions of tourism industry structure influence the natural environmental resources. The tourism resorts and its environment are necessary for survival and growth. The strategic managers have the most responsibility to that environment. As a result, the planning process in tactical (short-term) and strategic (long term) has to be carefully considered and monitored as it can improve the tourism industry performance and allow an effective response to a continually changing environment (Knowles, Dianmantis & El-Mourhabi 2004).

All in all, the development of tourism of one country is closely related to the policies of that government. According to Richardson & Fluker (2004), policy is a course of action adopted and pursued by a government, expressed as a broad statement of general intent which guides the actions of public servants and others in carrying out the government’s wishes. In other words, only the government has the power to command (including by legislature) such an enormous resources to develop strategy which matches the demand and supply factors such as an evaluation of tourist and market resources; the visitor satisfaction; environmental protection and adequate rewards for developers and investors.

In conclusion, the government plays an important role in the tourism industry. Government agencies have to provide legislations, regulations and controls for tourism in order to ensure its tourism industry can sustain its level and compete with other tourist destination. They have to establish a framework which ensures its tactical and strategic in the attractiveness within the tourist destination in order to increase the amount of tourist visitation. The protection of interest is another important factor of the destination area needed to be considered too. If the attractiveness of its destination decline, it will affect the numbers of tourists who are willing to visit. As a result, to maintain a stable attractive in tourist destination, a new destination may have to be explored or artificial attract resources may be needed. Government agencies have to be concerned with the acceptance in the society whether they welcome or in conflict with the tourist interests.

Government agencies need to make a good balance between two important factors. The promotion on tourist destinations helps its national economic and attraction competitiveness around the world. Tourists who are attracted by the promotion will come to visit instead of other places, so that the national economics will increase. However, if the destination doesn’t match with what the government agencies promote, the national reputation may decline.

As a matter of fact, government agencies play an important role in the tourism industry as the planner, coordinator, legislator and regulator, stimulator, promoter and protector of the destination interest.

In the current, the appearance of two integrated resorts acted the changing the economic structure in Singapore. It is a form of the government to make a growth of tourism receipts will be achieving to SG$30 billion, compared to the year 2009 that was SG$12.8 billion and twofold the amount of tourists to 17 million by 2015 (Montesano and Onn 2011a). According to the Singapore Tourism Board (STB), the total amount of receipts tourisms reached to SG$18.8 billion in 2010, and confirmed the highest number in ten years. For the expanse of the economy in front, there is a requirement by creating 60,000 jobs in IRs, and contributed 1 to 11/2 per cent of Singapore’s GDP (The Straits Times February 27 2012). According to the Ministry of Trade and Industry (MIT), by 2015, Resort World Sentosa and Marina Bay Sand would generate about 0.8% (about SG$2.7 billion) for Singapore’s GDP. Some examples, such as RWS’s investment in IR in 2009, it invested SG$826 million on construction task and other properties, plants, and equipment. It showed that the extra value to Singapore’s GDP. Besides, IRs were awaited to lift tourist arrivals and the service industry. In 2010, within the first six months, the tourist arrivals have been increasing (Appendix 1). Especially, the highest amount of tourists was presented in July. The hotel occupancy rate was higher at 85% compared to 2009 was 72%. These figures were affected by a remarkable role of the two IRs. In the fourth quarter of the year 2012, Singapore’s economy avoided recession at 1.8% rise, and overall GDP the year’s growth at 1.2% (The Straits Times January 3 2013a). Additionally, the IRs generate economic spin-off what interest hotel, food and beverage industry, retail, and conventions and exhibitions as well (Montesano and Onn 2011b). For example, in 2009, MICE tourists receipts plunged to SG$2.7 million and SG$4.2 million in revenue, respectively. The Singapore Tourism Board (STB), the MICE receipts can contribute 35% of the total tourism receipts by 2015 (Yeoman 2012).

Society is impacted caused the development of IRs. The development of tourism in Singapore is a reason to emerge labour issues for the hotel, mostly migrant workers (Hitchcock 2009). However, Marina Bay Sand happening in Singapore has some plans to engage local people. There are about 10,000 job vacancies for elderly unemployed citizens, women and housewives. There are no migrant workers (Conrady 2010). In a research from BBC News (2012), the number of foreign workers was more than 30% of Singapore worker force of about 3 million people. In addition, citizens complain about many problems that are crowded public transportation, high cost of living, high cost of having a car, stressful life, poor customer services, and so on (Butcher and Velayutham 2009). Public transportation is overcrowding passengers on MRT is a serious concern for the Singapore government. The MRT has been extended and added more lines to resolve the current problem. The extension of the East West line is 57.2 km will begin by 2016 and will serve a large amount of the workplace is about 100,000 commuters. There are also two MRT lines are the Thomson Line and Eastern Region Line will begin by 2020 for commuters outside the city. These proposals will meet the leap from 1.4 million commuters to 4.6 million commuters a day in 2020 (Libguides 2011). Furthermore, Singaporeans have met with high housing purchases caused income replacement ratio (IRR). The IRR ratio fell between 17% and 18% for middle earning labours in the individual wage groups, at retirement age of 65. It affects the retirement income when purchasing homes is mortgage payment. Price’s property rises are a $100,000 increase in HDB home price will get IRR by between 3.0% and 12.4% so in order to offset the impact of high housing purchases the earnings growth of 0.4% to 1.2% (Hoong et al. 2012). On the other hand, the prices of private homes in the fourth quarter of the year 2012 grew to 1.8% in Singapore, compared with 0.6% in the previous quarter. In 2012, general costs went up 2.8%, compared to the last year that was 5.8%. HDB resale prices increased to 2.5% in the fourth quarter of the year 2012, compared to the year 2011 (The Straits Times January 3 2013b). Littering issue is the considerable concern with the Singapore’s government. Now, the population has been increasing, and the big inflow of foreign workers in Singapore, what are the main reasons make the city is not so clean. People use the window as a dustbin to throw a lot of stuff so the government has made a limitation of overseas labours, and created more attractive jobs for Singaporeans (Today November 12 2012).

The improvement of technology contributes the development of IRs. Changi International Airport is one of the world’s best airport includes terminal 1, terminal 2 and terminal 3. In 2013, the plan for building terminal 4 to replace budget terminal will start and will complete in 2017 to provide better service to 16 million passengers compared with budget terminal was 7 million passengers (Channelnewsasia 2012). Moreover, internet technology has a vital role to promote the tourism industry around the world by creating good news about tourism of Singapore (Devanish 2011).

Monaco is a small independent country located in Western Europe on the Mediterranean Sea (Shei 2008). Monte-Carlo is the most prominent caused it is a joy as a tourist destination and casinos in Monaco (Singh 2008). There are four casinos in Monte-Carlo: Le Casino de Monte-Carlo, Le Cafe de Paris, Le Sporting Monte-Carlo and Le Sun Casino (Timothey and Teye 2009). Monte-Carlo SBM is a group owns hotels and casinos, including Les Thernes Marins de is one of the best spa of the world (Gershman 2009).

In analytic PESTEL concerns, showing that PESTEL impacts and issues have affected future development of integrated resort development in Monaco. The first is a detailed analysis of political impact. Monaco is a constitutional monarchy which is known as National Council since 2009. National Council has 24 members who are elected by locals every 5 years. The government combined of 5 ministers knows as Conseiller du Gouvernement with different responsibilities such as economy, culture, society, education, housing, environment, transportation, and public service for community, technology, health care and others. Monaco is handled and protected by France (King 2008). It receives many benefits like an EU membership, and the currency is Euro. In 1993, it attended the United Nations and the Council of Europe in 2004 (Rogers and Crimmins 2011). Current political issue is SBM employers feel dissatisfied the rights of workers. They need to have their own party to be elected to become a member of National Council in order to secure for SBM workers in the current and future in Monaco. In the case, if the party can get 12.5% of the vote, it will win. However, they will have a problem with Union Monegasque and Horizon Monaco. On 15 November 2012, there was a preparation for 24 members in trade unions for Renaissance’s election campaign. On 10 January 2012, the official list members will notice (The Riviera Times November 15 2012a).

Secondly, following the Monaco Government Tourist and Convention Authority (2011), GDP reached to a‚¬4.37 billion. It rose by 6.6% compared to 2010. The Singapore economy has recovered since 2010 was 2.1% after there was a decrease by 11.5% in 2009. According to “2011 GDP Report”, GDP per capita (PPP) was a‚¬51,556 that was an increase by 4%. In 2010, tourism industry achieved a significant amount. The act of selling hotel industry climbed to 8.4%, equivalent to a‚¬493,472,800 excluding VAT compared to 2009 was a‚¬455,421,462. These figures showing the tourism industry is going up. In 2010, leisure tourism made up 80% of hotel arrivals compared to business tourism was 20%. Monaco was 30 top of target arrivals. It achieved the figures of travellers from new markets are Mexico (+23%), Brazil (+24%), New Zealand (+24%), Australia (+32 %), India (+41%). The government of Monaco expects the number of Indian tourists will increase to 25% caused from 2010 to 2012 the number of Indian travelled to Monaco grew from 1,200 people to 1,500 people (APN News November 21 2012). Monaco has no income tax on residents and low business taxes. However, casino revenue for the government achieves 75%. Business tax rate is 33.33%. In case, the company’s turnover get more than 25% generates outside of Monaco (OECD 2010). The additional profit tax rates will be reducing for further incorporation within the first 5 years following in the first 2 years, the third year, the fourth year, the fifth year and the sixth year with the tax rate will be payable is 0%; 25%; 50%; 75%; 100%, respectively (Cambell 2008). Tax exile is a common issue of Monaco. An investigation represented more than 2,000 Britons live in Monaco made UK’s economy lost tax revenue ?1 billion. The issue is 533 directors of UK companies registered their business in Monaco. Tax exiles said that UK’s economy receives many benefits from them by creating jobs, paying corporate tax and 19.6% VAT in Monaco (The Times November 20 2012).

Thirdly, in Monaco, cost of living is so expensive compared to other countries. It is excellent 13 of 198 countries that have a high standard of living. Education is free for students from 6 year-old to 16 year-old. There is no competition in education so it fells the opportunity to finish on quality provision. The crime rate is lower than other countries (King 2008). According to the Economist (2008), real estate costs were at a high number that is a‚¬50,000/m2, compared to London and New York was a‚¬28,000/m2, a‚¬16,500/m2 respectively caused the lack of space and low tax policy. On 26 September 2012, National Council decided to reform retirement in order to minimize Monegasque society despite the protests of Worker’s Trade Union. Monthly, workers will pay more contributions to pension caused the government wants to raise capital by reducing labour cost. An increase of employees is 0.8% and 1.8%for employers (The Riviera Times September 9 2012b).

Fourthly, The Web 2.0 is a valuable tool for the Monaco Convention Bureau. The objective is to reach the target market by combining technology system what is called “email marketing strategy” and economic amenities to organizers of seminars, exhibition, congresses and trade shows. Within 1 month, it designed and sent the first email to about 6,000 receipts, including meeting, corporations (Dinnie 2011). On the other hand, Monaco has the highest broadband usage rate in the world was 47.4% in 2009 caused the Internet users got 75.2% of the population (Siaroff 2009). There is no international airport in Monaco. However, the nearest airport is Nice that is only 22km from Monaco, and direct bus services from the Nice airport to Monaco within 45 minutes. Guests can have their journey by helicopter within 7 minutes (Jha 2011, p.24).

Fifthly, in Monaco, there is sewage treatment for the city water then it is discharged into the sea by submarine outfalls. In addition, solid wastes are recycled but the weight drop at 70 percent before treatment. The most part of Monaco is an urbanized area (Allah et al. 2012). According the Monaco Government Tourist and Convention Authority (2012), it has a policy to protect and keep clean beaches caused cigarette butts of tourists and smokers grew in the sand on the beach. There are about 4000 ashtrays were giving out to locals and tourist from 1 July 2012 to 15 November 2012. It was remarkably successful in June 2012.

Lastly, in Monaco, citizens are not allowed to gamble in casino (Thompson 2012). Gambling is legal that provides government revenue through regulation and taxation between the government and gaming organizations (Strzalko et al. 2009).

The goal of integrated resorts is to make money and provide entertainment for guests (Congrave and Klassen 2009). Are balance between gaming operation and non-gaming operation in integrated resorts businesses? Casinos are in integrated resorts offer accommodation, restaurants, retail, spas, pools, conventions in order to attract customers to casinos. All of them are non-gaming activities. Despite strong investment for non-gaming activities, their revenues are not good, compared with revenues of gaming activities (Selin and Davey 2012). Furthermore, in Monaco, casinos provide their revenues for urban development and to upgrade tourism facilities, infrastructure. Monte-Carlo Casino invests monies for security technology to keep safety for its customers. A Dallmeier video security system is used for monitoring and operating by the Monte Carlo Casino. There are approximately 400 cameras. It also use the Pixim-Powered Dallmeier system caused it provides high-quality pictures, and it is easy to use and fast for searching pictures in the system by using jog-shuttle tool. All movements in positioning and counting at gaming table, and operations within the casino are operated quickly by Pixim’s DPS technology (Pixim 2007).

What are differences between traditional resorts and integrated resorts? Traditional resort knows as a destination including hotel accommodations, restaurant facilities, swimming pools and other recreational amenities for visitors (Mill 2008). Integrated resort is a resort with mixed development of hotels, casinos, spas, sport facilities, attractions, shopping centres and convention centres (Mallin 2009). “Mixed-use” resort is a method for development of the tourism market. It combines the development of hotels, entertainments, leisure and sporting activities, retail outlets and attractions (Robinson 2012). The mixed used is hugely popular for developers to support the building’s cost of traditional resort hotel facilities and gets benefits for owners of properties, control of food and beverage and recreational activities (HVS Global Hospitality Services 2011).

Sustainable development is an important concept for integrated resorts. The idea of all-inclusive means everything includes in one price. Different resorts have different all-inclusive packages offer to guests to increase the sales of products. For instance, some all-inclusive packages include accommodations, breakfasts and return airport transfers for 2 ways or room, lunch and dinner, and spa treatment with limited time and so on. This is a way to offer promotional packages to customers to change the ways to monitor and manage resorts (Luck 2008). Monte-Carlo Bay Hotel & Resort applies the all-inclusive strategy for durable development. Some promotional packages are offered by Monte-Carlo Bay Hotel & Resort such as Monte-Carlo Experience ‘Festival Printemps Des Arts’ package includes 1 night accommodation in a double room, buffet breakfast per person and 2 tickets to attend ‘Printemps Des Arts Festival 2013, and Monte-Carlo Gourmet Experience package includes 2 night accommodation in a double room, buffet breast for per person per day, 1 Monte-Carlo invitation card valued 200 euros to be spent at 20 restaurants belong to Monte-Carlo SBM group (SBM 2011). In addition, most exciting international events are organized in Monaco. It is a destination for all types of events related to culture, sport and leisure. There is a full calendar of famous events through the year 2013 such as Monte-Carlo International Circus Festival, Monte-Carlo Automobile Rally, International Bouquet Competition, Monaco Grand Prix, Monte-Carlo Summer Sporting Festival, Monaco Red Cross Gala, Monaco Yatch Show, Monaco International Trade Fair (Husain 2011).

Specially, Monaco is a paradise for sport such as Monaco Formula 1 Grand Prix draws thousands of travellers around the world. The Master 1000 Tennis Tournament has the attendance of all top stars. The 150th anniversary Monte-Carlo SBM properties will be celebrated by the year 2013. Besides, the 25th anniversary of the Louis XV restaurant is the oldest restaurant in Monaco. The large participation of 200 chefs and 300 Michelin stars from all over the world with a wine cellar has 400,000 bottles. This celebration demonstrated 25 years of excellent service and position of Monaco in hospitality industry (Tourismmandlifestylenews 2012). Prince Albert II Monaco Foundation is a policy to protect “green” environment in order to maintain Monaco, where is an attractive place for tourists and residents. Space is so limited so new development plans for hotels are unable to come to increase competition in Monaco. This is an opportunity for development of SBM. (Thompson 2012).

1. Who am I as a learner?

1.1 Introduction”How can we learn best? How can we learn in the most effective way ?” I believe it is a question that every learner doubt about. ” In the fast-changing world, if you can’t learn,unlearn and relearn, you’re lost(Stoll, Fink & Earl, 2003, P.xv).” Learning is a lifelong process in which using the right way to learn is the pre-requisite. Therefore, to recognize the best learning preference of myself, I had taken three tests to analyze who I am as a learner. The three tests results would be used as implication of my learning preferences and also provided some guidance as to improve myself. In the second part, I had chosen two career which I would also justify the two choices according to the test results and the improvement could make from above in order to fit in the career.1.2 Questionnaires

In order to search out the means that are most suitable for my learning, I have completed three tests, namely VARK, Myers-Briggs and Belbin test. These three tests not only helped to examine the best learning style for myself, they also highlighted some important roles that I have been playing in a team and some roles that I didn’t realized or neglected.

1.2.1 VARK questionnaire

Test resultVARK is referring to visual, aural, read/write and kinesthetic respectively. It is used to test people’s learning preference.

According to the result, I am a multimodal learner which means either visual, aural, read/write and kinesthetic are suitable for my learning.

Among the four aspects in the VARK test, I had the highest score in read/write aspect. Ever since secondary school, I like to write my own notes instead of only reading text book or revising teacher’s handout. I rather like to take my own notes in a notebook while reading as I found this can enhance my memory of the subject. For instance, I studied history in my certificate examination and there are many dates and events that we need to memorize, just like the second world war, there are numerous dates we must remember. To aid myself to memorize all the dates in a more systematic and easier way, I like to draw a timeline when revising history and it did help me to have a clear picture on the sequence of the events.

Looking back at my 2 years Higher Diploma course, I found I learnt best also by read/write plus aural. Since Higher Diploma had a completely different teaching method when compare to secondary school, as teachers are mainly distributing hangouts which are mainly key points of topic and they will illustrate the key points verbally. Regarding to VARK result, I found I enjoy much to attend lecture and write down what the lecturers said in handouts and turn all the key ideas that I had written down into my own notes during revision. There were module about consumer behavior in higher diploma course which there were many theories included. Usually there were only the framework of the theory in the notes given by lecturer like the decision making process of consumer and consumer motivation and I like to write down the elaborations and examples illustrated by lecturer. According to Felder and Soloman(no date), they stated that “verbal learners get more out of words – written and spoken explanations.” I found by attending lecture, it enabled me to get the idea of the topic and by written down the illustration given by lecturers could stimulate myself during revision and is a good way to recall my memory after long period of time.

I believe my learning style is a multimodal one as stated by VARK test and the combination of read, visual and aural could help me to achieve the best of my learning.

According to Calvert School, “Kinesthetic learners learn best by moving bodies and activating their muscles(2007, P.2).” The VARK result has accurately reflected my current learning style as I didn’t get much body movement when learning and I would prefer more to learn by read,visual and aural. The VARK result suggest that I can work well from doing though this is not the most preferable way. Moreover, Fleming(2009) suggested that kinesthetic type are referred to real experience or real practice and applications.

Family and friends comment

From the opinions of my mother, she thinks that I use quite a lot of “visual” when studying. By her observation, I often use mind maps and graphs as summary when revising. Ms. Angel Lam, my high school teacher who has teach me for over 5 years in geography, commented me as a student who are systematic and learn fast. By her observation, she said that I always written down many notes during lessons like the examples given and I was able to use the examples when doing the home works or examination.Kringle, who are my classmates and group mates in higher diploma course, noted that I am a h3 at read and write as I could read very fast and usually I was the one who finish reading the article given by the lecturers, not only reading the article but I as well can mark down the key points.

1.2.2 Myers-Briggs Type Indicator (MMDI)

Test result

There are a total of 16 personality types in the Myers-Briggs personality test. It is a combination of Extraversion/Introversion, Sensing/Intuition, Thinking/Feeling, Judging/Perceiving. Each of the fourth representing the following dimension : how much they involve in social interaction, how they perceive source of information or insight, how they make decision and how they interact with outer world.(Gonzale & Saner, 2009, P.7)

ISTJ
56%ISFJ
61%INFJ
68%INTJ
63%
ISTP
38%ISFP
50%INFP
54%INTP
42%
ESTP
40%ESFP
45%ENFP
52%ENTP
47%
ESTJ
54%ESFJ
66%ENFJ
70%ENTJ
58%

Appendix B.2

I have the highest score in ENFJ personality type which referring that I have a preference in Extroversion, Intuition, Feeling and Judging. Extraversion is related to social interaction, Fuller (2005, P.1) summarized that “ENFJs are wearing h3 feelings in the outer world and as well proclaim their opinions and convictions.”

According to the Myers-Briggs test report, extrovert feeling is on the first priority for ENFJ personality type. Isachsen and Berens noted that “ENFJs like to lend a helping hand in improving and enhancing the overall environment(1988, P.9).” ENFJ type personality is mainly focusing on the outer world and wish to reach harmony among people.

Team Technology(2009) illustrated that social, expressive, action before thoughts, interactive and outward are the characteristics of Extraversion.

The test result was well reflected about my personality. I am sensitive to the others emotion. I am one of the teacher in the Sunday school and Issac fellowship in The Church of christ in China Cheung Chau Church for over 3 years and I am mainly teaching kids age from kindergarten to grade 3. When holding activities with them, I could easily find out kids who are shy or not enjoy much in games. Usually when I spot out kids who are seem not enjoy in the atmosphere, I would talk to them and give them encouragement. In certain cases, for kids who are really shy, i found that holding their hands and play the game with them is an effective method to make them involve more in the group. On the other hand, I like social activities like gathering, parties as I found myself comfortable in those activities and I enjoy meeting new people in these activities. Therefore, during summer holidays, I usually will enroll different courses like Japanese class or I would enroll the join church activities to meet more new friends. Last year, I had joint a camp named “I Love Hong Kong Macau” in which there are church mates from east asian countries like Taiwan, Cambodia and Singapore. That was a very valuable experience as I could meet people with different cultural backgrounds and nationality.

Rather than hiding all my feelings in bottom of my heart, I tend to express my feelings. No matter what circumstances I am facing, I like to share my feelings with my friends and families as I found I feel better only by speaking out what is in my heart. I share almost everything in my life with my friends no matter it is happy, sad or angry. Whenever I have things that bother me like arguments with family, I will find my friends and talk about that. Then I will feel better after I tell them my feelings. I also like to express my own thinking when with group of people. For instance, during the high school life, we always need to have meetings in sports group. I always like to tell the other committee members of what I think towards the ideas the others suggested and I would voice out my own ideas as well.

The Myers-Briggs personality test report noted that Extraversion and Feeling are the most important trait in ENFJ personality(Appendix). Feeling means that people are more feeling oriented when making decision(Gonzale & Saner, 2009, P.7). Whenever I need to make decision, how I feel towards the matter is always of my top concern instead of thinking what should be the best alternative. Some people may quickly sort out the best alternative when making decision but I would also consider my feeling . If I do not want like the best alternative, I would try another option.

Weakness

Intuition was more preferred when I receive information or insight. Hogan & Champagne described intuitive person “may be a tendency to make error of fact(no date, P.7).” It is true that intuition is not reliable when making important decision. Looking for facts or real evidences are vital before any decision should be drawn. I found I have tendency to trust the feeling instead of the fact. This had lead to a pre-mature decision making and make myself to draw to conclusion easily.

Friends and family comment

Jacqueline, my best friend ever since secondary school, commented me as a very good listener and she loves to share everything with me. She said I am very easy to get along with and she feels very comfortable when being with me. She thought that I am the ‘carer’ in my peer group as I pay a lot of attention to my peers. As well, I always be the one to talk with whoever need someone to talk with.

On the other hand, Jasmine, my elder sister, pointed that I over rely on intuition. It is mainly because by her observation, she could see that when making decision, I usually trust more on my intuition than looking for the facts. One of the examples is that when purchasing for electrical products, I usually trust the brand name and if my intuition think the brand is no good and I would never purchase that brand of product. However, it turned out that the brand suggested by my sister had a better performance than the brand I trust.

Improvement

After the past experiences, I found that sometimes I am rigid and only trust my intuition. Hence, I should learn to think twice before action. Focus think twice before making decision is what I should do to avoid making some avoidable mistakes in the future. It is important for me to learn to be more careful and thoughtful so that I could make a balance between my intuition but at the same time not to neglect the real fact.

1.2.3 Belbin Self Perception Inventory Test

Test resultI was quite surprised with the test result. I had a higher score in Plant(PL), Resource Investigator(RI) and Shaper(SH) yet my least preferred roles are Monitor Evaluator(ME), Teamworker(TW) and Specialist(SP). (Appendix B.3)

”Plant(PL) is the source of creative and original ideas of the team(Belbin, 1981).” As one of the teachers in the Issac fellowship, we will have meetings every two months to set the theme and activities for the coming months. I always give different ideas on the themes of fellowship, in the last December meeting which we need to discuss about the theme about coming year. In view of the popularity of farming games in a social networking website, I had suggested a award program in which the ideas comes from that farming game. The program aim is to award good morality and every time when kids achieve good conduct, we will award them a new type of food stickers to place on their own farm on the blackboard. This program had run successfully in the past few months and are able to let the kids to understand the importance of good moral. I also actively come up with different ideas in high school as we had many different events responsible for. In the last year of high school life, our class wanted to prepare a gift for the class teacher yet the classmates could not think of anything that are meaningful and could get all the classmates to involved in preparation of the gift. I proposed the idea of making a album which we sticked our school life photos with a few thankful words to our teacher , the idea was accepted by the classmates and my teacher was very delighted when received the gift.

Belbin described Shaper(SH) as ” challenging, dynamic, thrives on pressure(Appendix B.3).” I had the highest score in role of Shaper and it is not really a surprising result for me. I am capable to work in a dynamic environment. I had a half year internship in Grand Hyatt Hong Kong and after the internship I work as a part time guest service officer there. Hotel industry is a dynamic industry which we face people with different backgrounds, nationalities, languages and expectations. As a guest service officer, I needed to handle different guest enquiries, make bookings for spa treatments and sometimes also needed to show the guest around to introduce all the hotel facilities. Different guests have their own expectations to the hotel and therefore it is important to find out their needs and to satisfy them. It is actually quite stressful to work in hotel industry but I could handle it quite well and I got a remarkable appraisal in the internship.

However, I was quite surprised in the role of Teamworker which I had the lowest scores. Belbin(1981) defined teamworkers as “resolves conflicts, promotes spirit, and serves as a sort of peacemaker.” Although the lowest score only represent it is the least preferred role, I actually love to work with people and I am a person who care the others a lot.

I was the class representative in high school and my responsibility is to hold meetings and organize events like annual performance and graduation dinner. Since classmates always had different opinion in meetings, arguments happened all the time. Not only as the representative but also as a friend of them, I tried to bring them together and to let them calm down so that they could really listen to each others suggestions.

Belbin test result only rated Co-ordinator as manageable role for me. It was a bit amazed. It is because I enjoy a lot in organizing events as a co-ordinator. I am the head of committee in my F.5,F.7 and higher diploma graduation dinner, I like the process of organizing the events such as meeting with event sales, delegating work to committee members and distributing jobs. I found being a co-ordinator is a very challenging role and I treasure the experience of being in this role.

Weakness

I had a low score in Monitor Evaluator(ME). A Monitor Evaluator had a clear mind to see all the exist alternatives and can make judgement accurately. Yet, as from the result of the Myers-Briggs test, I rely quick heavily on my intuition, sometimes I couldn’t make judgement accurately and to list all the possible options before making decision. More importantly, sometimes, I will judge people or things from my intuition or the previous image that in my mind. That is another reason I am not a good monitor evaluator as my perceived thinking had affected my judgement.

Improvement

As the same as the Myers-Briggs Type Indicator, I was weak in making judgement as I rely too much on intuition. It is not a wise choice to only trust my own feelings and senses. As if in my future career, I believe in a management level, it is important not to blind with the old feelings or image in mind. Therefore, I believe I should really learn to think of facts before action so that less errors would make. I think I should learn to take away to old perception or intuition when making judgment so that a more fair decision could be make.

Friends and family comment

Iris who are one of the graduation dinner committee members of higher diploma course, agreed that I am a good co-ordinator as I am able to take care of everything well and are able to delegate works to different people. She commented I am a confident leader when holding meetings and leading the committee, all in all, the graduation dinner was a great success. One significant point that she mentioned is that I rely on my intuition again when we chose the venue for the event. As the budget is the great concern, we had to find venue which our classmates are affordable. I would tend not to search for those ‘perceived to be more expensive hotel’, however, it turn out some 5 stars hotel are also in our affordable range. She suggested that I should try not to judge by intuition but facts.

2. Implication for career choice

2.1 Lifelong learning

“Lifelong learning is a beautifully simple idea(Field, 2006, p.1).” ” It has to be an ongoing process – a life long activity that people engage and re-engage in continually in order to improve their understanding and develop new knowledge and skills(Sutherland & Crowther, 2006, P.4).” Foreign languages and technology are important for me to learn lifelong. Not only because of work, I believe all these skills are vital for us to survive in this dynamic society.

Foreign languages like Spanish and Japanese, are getting more popular nowadays. With the effect of globalization, people we meet everyday come from places all over the world. Since I would like to devoted in hospitality and tourism industry, I think language skills are essential. Speaking only our mother language or English is never enough if we work in service industry. Spanish has the second largest speakers in the world(Lewis, 2009). Therefore, I am preparing to enroll language courses to learn Spanish as it’s popularity is just behind Chinese and this reflected it’s importance. I had learnt Japanese for 2 years when I was in middle school. During the time I work in Grand Hyatt, I found there are quite a lot of chances to meet guests from Japan. From my experience, the Japanese guests would be delighted if you could speak Japanese even it is not fluent. Hence, I would also like to further enhance my Japanese so that I could communicate with them better next time when I meet them again. I am going to enroll the hotel communication Japanese course organized by Nikkei Japanese Language School. My aim is to attain the Level 1 (highest) of the Japanese Language Proficiency Test which is the most efficient qualification of Japanese around the world. In a long term, I would like to take some counseling courses like the introduction to counseling organized by HKU Space as I believe I would enter the management level later in my career. It is necessary to learn how to handle different emotions and how to give proper counseling to the others.

2.2 Transferrable Skills

Training Agency defined transferrable skills as ” the generic capabilities which allow people to succeed in a wide range of different tasks and jobs(1990, P.5).” Assiter(1995, P.14) summarized the core transferrable skills that suggested by the National Curriculum Council(1990) are problem solving, communication, personal skills, I.T and foreign language competences. To start with, school and workplace had enabled me to develop a set of transferrable skills for me. They are initiative, flexibility, planning and organizing, oral presentation, listening, independence and work in team.

I had work as sales associate in Lane Crawford before and currently work as part time guest service officer in Grand Hyatt Hong Kong. This two jobs are both customer-oriented and had given me valuable chances to train up my skills in initiative, oral presentation, independence and work in team. It is very important to take initiative when working customer related jobs. Instead of waiting for customers to ask for help, we should take our initiative to ask the customers if they need any help. A good oral presentation is also essential in serving customer, I always need to give introduction of the hotel to guest and a good oral presentation would give them good impression to the hotel. Meanwhile, I also needed to introduce different kind of spa treatments to the guest, how to persuade them to try the treatments in a short time is crucial as guest were not patient to listen. Therefore, this job also trained me the presentation skills. It is as well a rather independent job as a guest service officer in hotel, we have to face many guests a day and usually the front desk has guests waiting while only 3-4 staffs are around. When facing problems, I have to tackle it myself as my colleagues may not be able to help me every time. It is a very good opportunity to train me how to work independently, be more decisive and be flexible.

In my high school life, I had a lot of occasions that enable me to be an organizer of events. They were precious experience for me to learn how to plan and organize an event effectively and efficiently. Let’s take my graduation dinner in higher diploma as example, we only have less than a month to prepare the whole event. From looking at the venue to the design of the gifts, we had spent only about 2 weeks time to get everything done. After this event, I found planning is very important as effective planning can make the whole event run smoothly. At the same time, as a chairperson, active listening is also plays a prominent part. I had to listen different committee member’s opinions and to make a balance between different ideas to determine which one is the best for us.

2.3 Justify the chosen career choiceI had explored two careers that are suitable for my work preferences. The first one is a entry level career in Four Seasons Hotel as guest relations officer and the second one is a middle level post in Sheraton Hotel as sales manager – corporate.As a fresh graduate in the coming year, I believe it is suitable for me to start with entry level post. As listed in the job advertisement, Four Seasons Hotel is looking for applicants who are willing to work shift, have good communication skills, can work well in team and have service passion. With my experiences as part time in Grand Hyatt Hong Kong, I can prove I have the abilities that they are looking for. I have many chances to get in touch with foreigners in Grand Hyatt, this had provided a very good channel for me to practice my oral English. Sometimes I even needed to communicate with guest coming from China which enable me to practice my Putonghua. I planned to take the ITELS in the coming year as to prove my english qualification and make it more persuasive during interview. Moreover, as I am not very proficient in Putonghua, I will take a Putonghua course next year so that I can speak Putonghua more fluently.

Graduated from bachelor degree would not be the end of my learning life. I have planned to take up a part time master degree on Business Administration in the second year of working life. Not only having great interest in customer service, I also interested to work in business field like events management or sales and marketing. I enjoy the process of planning an event and holding a successful event could bring me huge satisfaction. I would like to seek some part time event planning assistant job by the time I study the master degree. This could help me to gain more experience before I actually apply the related job after graduation. The event manager of George P. Johnson Company Hong Kong required degree related field in business; 2 years experience; outgoing, independent and enthusiastic in events; h3 organization and excellent communication skills and h3 problem solving and creative thinking. With the further study on business administration in master degree and the experience gained from job, I believe I would be capable to handle this job.As mentioned in the Belbin test, I have a preferred role as Shaper(SH) and Plant(PL)who are challenging, dynamic, thrives on pressure and as well creative and imaginative. The position as event manager would face a lot of uncertainties as there are a very keen competitions, it is as well needed to be creative, I believe this is a job that suitable for my personality.

3.ConclusionThis project had enabled me to discover more about myself. I was very surprised with some of the test results and they are a very good reminder to me to improve myself on my weakness like relying too heavy on intuition. This project also aids me to understand what are my strengths so that I could utilize them more in my future study and my career. I really have a great passion to work in customer service industry which an extraversion personality and works well under pressure are definitely a must. I trust my personality would well suit in customer oriented career. However, when talking about decision making, I still need more training and to be more thoughtful.

Part B – An investigation on the economic impacts of hosting Olympic
Games : case of Sydney 2000 & Athens 2004

Abstract

Events can always bring considerable impacts in terms of economic to the host organizations, mega events like Olympics could even impact the whole host city and the host country. To be an event planner is an interesting and challenging job that the author would like to work in the future, this job is also an ideal career for the author. In which, to be an event planner, budget control is important. Therefore, this project will use Olympics, the most renowned mega event in the world, to assess its economic impact to the host city and country. The commonly used input – output model would be used to investigate how the Olympic Games could impact the host city’s economy in different aspects like tourism and the infrastructure on host city.After the study, it is found that there are possibility that staging the Olympic Games could bring negative economic effect to the host city and country. This is highly depend on whether the host city had a careful assessment before bidding the Game, a detail planning on staging the Games and also how to leverage tourism from the Olympic Games.Keywords : Olympic Games, input – output analysis, economic impact, tourism

Section 1 : Introduction

1.1 Reason for choosing the topicOlympic Games is one of the most well-known sporting event all over the world. Preuss described Olympic as “the biggest, most prestigious and peaceful multi sport event ( 2004, P.1)”, every four years, the city which host the Olympic Games would gain the global interest. Not only gaining global interest, Olympic games could bring millions of currency by tourism, broadcasting, souvenirs and even ticketing (Appendix D.1) to the host country.The importance on economic aspects had been discussed by different scholars, there were many types of models which used to access the impacts on different Olympic Games like the input-output analysis and multiplier effects. Therefore, investigation on how the Olympic Games impacted on the host country had been worthwhile.1.2 State the objectivesThe objectives of this study included the investigation on how staging the Olympic Games had affected a country in economic aspects in different phrase by using input-output model and to analyze of important aspects that contributed to positive economic impacts to host country.

1.3 Outline of sectionFirst, the history of Olympic Games would be introduced briefly and then there would be analysis on three models which were used to examine the economic impacts. After the comparison among the three models, the most suitable one would be chosen and would be applied into the two case : Sydney 2000 Olympics and Athens 2004 Olympics. It would then followed by a discussion on factors that could aid to host successful Olympic Games with positive economic impacts.

Section 2 : History of the Olympic Games

Olympic games was originated from Olympia in Greece in 776BC(Nostos, 2000). It was founded by the son of god Zeus, Hercules, in order to the celebrate his father great skills (Plowden and Jones, 1995). Olympic Games was the oldest Greece festival and it is a competition which only male in Greece were qualified and with a much shorter time (Young, 2004; Golden, 1998). The winner of Ancient Olympic Games would awarded an olive wreath (Appendix D.2) which is a symbol of victory(Plowden and Jones, 1995; Swaddling, 2000).The Ancient Olympic Games was ended in A.D 393 after the Roman Empire conquered Greece. The Olympic Games was first continued since the conquer in 146 BC, not until the emperor Theodosius I. He ended the Ancient Olympic Games due to reason that it was with pagan nature as he was a Christian (Linde, 2007).The modern Olympic Games was restored by a French aristocrat named Baron Pierre de Coubertin (Plowden and Jones, 1995; Pelle, 2004). Coubertin believed that Olympic Games should be a event for people from all over the world and to compete on an equal basis, he believed it is a game to promote world peace (Linde, 2007). He had present his idea to restore the Olympic Games to Athletic Sports Union in 1892 and the idea was accepted. The first modern Olympic Games was then held in Athens, Greece in 1896. In the same year, Coubertin also founded the International Olympic Committee (Plowden and Jones, 1995).The first modern Olympic Games was staged in Athens in 1896 with athletes from 14 nations competing for 43 sporting events. There were only 241 athletes and no volunteers. Noted that only males were allowed to participate in the first modern Olympic, women were first appeared in the second modern Olympic – Paris 1900, there were 22 women participants (Olympics.org, 2009) Until today, the size of Olympic games was getting larger and larger, the most recent Olympic Games which staged in Beijing in 2008, had 204 nations competing for 302 sporting events. There were 10,942 number of athletes and 70,000 volunteers participated (Olympics.org, 2009).

Section 3 : Literature Review

“One of the main impacts the Olympic Games assumed to have on their host cities is in terms of the short- and long-term economic impact of the event on the flow of tourists into the city (Roche, 2000, P.140).” This section reviews on the literature related to economic impacts on Olympic games.

Since

Hosting Olympic games had long been perceived as a way to boost economy for host city and in general, there are perception that Olympic will always be beneficial, in terms of economically, to the host city. 3.1Define the economic impact studyAccording to Crompton et al (2001), the conceptual rationale for undertaking economic impact of an event was as follow:Figure 1 The concep

When you are planning to visit Louisville, you must know first when is the best time to visit the city in order for you to really enjoy your visit. The Kentucky Derby Festival is just the best time to visit in the city of Louisville. This is a very popular event in the city that is visited by thousands of people.

You will experience these exciting programs during the festival. Your visit in Louisville during Kentucky Derby Festival will be going to be a great and unforgettable getaway. There is no reason for you not to experience this festival because this is held annually.

http://www.eventhomeleasing.com/kentucky_derby_festival.asp

What is the month that will be the best time to visit Louisville?

In visiting a certain place, there is always the best time to visit such. If you are going to go to Louisville, you must make it in September, exactly late part of the month. Why? This is the month where the Adam Matthews Balloon Festival was held, known now as the Bluegrass Balloon Festival.

There are just so many things to experience and to enjoy in this festival. This festival is being held in the Bowman Field where you will see many colorful big hot air balloons going up on the air. You will be surprised that the hot air balloon flights are participated by different countries from around the world. Aside from that, there is also the Kids Fun Center where you and your children can enjoy.

http://www.hotairballoon.com/Bluegrass-Balloon-Festival/

http://www.kyfestivals.com/details.php?id=259

Is it best time to visit Louisville even during ordinary days?

Louisville is just one of the beautiful and perfect cities to visit in Kentucky. Even ordinary days, it is still the best time to visit the city because of the many interesting places to go and wonderful things to do here.

With so many beautiful sights and activities to try, you will have a wonderful experience in Louisville even you go here during ordinary days. Hopping to different attractions, trying different restaurants, and experiencing some activities are very good things to do in the city. You may also go to Louisville Zoo, The Waterfront Park, and The Park at Middletown to see great sceneries. Whenever your time allows, feel free to visit Louisville even during ordinary days and enjoy the experience the city can provide.

http://www.louisville.worldweb.com/SightsAttractions/

Is there a special event in Louisville that can be also the best time to visit Louisville?

If you are looking for a special event to be experienced for your tour then going to Louisville is the best option for that. The city of Louisville has one special event known as Kentucky Shakespeare Festival that can be your best time to visit the city. If you are a fan of Shakespeare, then this is really the best time for you to go to the city.

This festival is held during summer months at the Central Park of the city. Kentucky Shakespeare Festival presents a range of the works of Shakespeare. You will get to see one of his masterpieces and other works that might still be unfamiliar to you. Visiting this festival will also let you learn more about Shakespeare. This will be definitely a great Louisville tour for you.

http://www.louisville.worldweb.com/Events/SpecialEvents/

What are the events in Louisville that are considered the best time to visit the city?

In any place, there are always events that can be your best time to visit. In Louisville, you will have so many events that you can visit and partake in such as:

Saint James Court Art Show

Kentucky State Fair

Worldaa‚¬a„?s Championship Horse Show

Kentucky Shakespeare Festival

Beatles Festival

Kentucky Derby Festival

Each of these events presents wonderful and interesting highlights that you will really enjoy with. It is best to bring your friends with you once you participate in one of the events in Louisville for you to really have an extreme fun. Most of these events are held every year, so you will always have chance to participate in a certain event in Louisville.

http://www.louisville.worldweb.com/Events/AllEvents/

Can it be a best time to visit Louisville during the winter season?

Visiting a certain place during a certain season can be really exciting and fun, especially when you have a family vacation. A family vacation in Louisville during the winter season is definitely the best time to visit the city for the plenty of things your family can have.

A winter camp is just the most exciting to have for a family. Aside from that, you and your kids can also have a wonderful day at the Louisville Zoo and experience seeing many regional animals. There is the Science Center also where all of you will get to experience IMAX Theater. Sledding at the Metro Park is also just the best thing to do to complete your family vacation.

http://www.helium.com/items/1460582-things-to-do-in-louisville-ky-during-the-winter

When is the best time to visit Louisville for the couples?

Planning to have a romantic tour together with your partner? Going to Louisville is the right thing to do for the city has many romantic places where both of you can have the best time ever. Actually, there is no definite month or time for the couples to visit Louisville. Any time you go to this city, you can always have a romantic moment and there are many places where you can find it.

Here are the places in the city where both of you will have romantic moments:

Palace Theater

Louisville Dinner Theater

Petrus Nightclub

The Bistrol Bar & Grill

Zaa‚¬a„?s Fusion

La Quinta Inn & Suites Louisville

The Seelbach Hilton Louisville

http://attractions.uptake.com/kentucky/louisville/romantic/955188465.html

http://hotels.uptake.com/kentucky/louisville/526285907.html

When it comes to adventure travel, when is the best time to visit Louisville?

Are you a thrill seeker and wants to try the wild side of Louisville? Visit the city anytime of the day for you will always find a place where you can have adventurous experience. Thereaa‚¬a„?s no specific time to visit Louisville to have an adventure travel.

The city has many places that will suite your needs for adventure sports such as:

Central Tennessee for hang gliding and wild cave adventures

Central Kentucky and Tennessee for skydiving and hot air ballooning

There are also other places in Louisville where you can perform all your favorite thrilling sports.

http://www.tripcart.com/usa-regions/Central-Kentucky-Tennessee,Adventure-Travel.aspx#Guide||||||Top||||||||

The main objectives of writing the report are to do a case study on how the Universal Studio is able to attract the locals and tourists into investing in the place. The report would cover why universal studio is able to do so with its unique features. How it is better than its competitor (Escape Theme Park) or how it is in a way inferior to this competitor will be analysed using the SWOT analysis. Is there a raise in tourism in Singapore due to the universal studio.

Understanding how universal studio was established and its importance in bringing revenue to Singapore and helping to raise the number of tourism attractions in Singapore.

The report would be based on my first hand observation of how the universal studio works and became success. I made a visit to universal studio trip myself and saw it from the perspective of a tourist and a local. I had to decide why the place was worth going to and I did it by going there. I approached my friends who had been there for their reviews regarding universal studio and how they felt about the place to get a better understanding besides my own view or doing a survey on how people feel about universal studio. I also interviewed my friend who is working there to have a clearer picture of universal studio and what it does, and their daily routine of maintaining the flow of the people.

What is Universal Studio Singapore?

Universal Studio is a theme park built to raise tourism in Singapore. The theme park is located at Sentosa within Resort World Sentosa. Genting Group won the bid to build a second integrated resort in Singapore. On 19 April 2007 the building the Resort World Sentosa (RWS ) commenced. The park was opened to the public on 18 March 2010. The universal studio brings about lots of wonderful attractions including 24 movies – themed rides and attractions, new rides and shows based on blockbuster hits. It is both a locally and tourist enticing place for Singapore to build upon.

The park was also opened for sneak preview during the Chinese New Year period to promote and let people know about the place to spend for special occasion and sightseeing purposes.

History of Universal studio

The successful bid on Genting group in building RWS making Singapore the second Universal Studio Theme Park opened in Asia and first in Southeast Asia.

After the official opening, some of the attractions would be opening later at a different timing due to unfinished construction and safety of the people. The largest roller coaster has been hailed due to the safety and problems the theme park had encountered when the ride was opened.

Achievements of universal studio

Universal Studio has brought some attractions and rides which are available in other countries and brought it to Singapore for the locals and out tourists.. Each ticket would cost about 62 dollars for weekdays and 72 dollars for weekends for adult passes. With such a costly ticket it will certainly bring more income to Singapore. The place consists of 30 restaurants inclusive of food push carts and 20 unique retail stores located all over the park. 7 zones of movie themed worlds and 22 attractions have been designed.

Visitors are not only able to access the Universal Studio, they can venture into Sentosa Island which is also a tourist attraction. It has brought the best movie – themed attractions within the seven zones to life, attracting locals and tourists into a dazzling place packed with fantasy for both children and adults, something they have been wishing for.

Aims of Universal Studio

It has successfully brought Singapore a unique theme park attracting lots of tourist and locals to visit it. Their aims for market are to bring tourism and economical of Singapore to a greater heights. It is to maintain quality service and entertainment to those who visited it for lasting memories. Hoping they would be back to visit the place again on their next trip back to Singapore.

What is so unique about Universal studio?

The unique points about Universal Studio is the 7 zones of movie themed world which has brought movies characters alive giving visitors memorable visit and trip making to money paid worthwhile.

The 7 zones of themed world consist of The Lost World, Far Far Away, Madagascar, Ancient Egypt, Sci – Fi City, Hollywood and New York. All these places are built upon the movies themed and blockbuster hits. The place constructed is based on the movies featuring characters appearances, shopping and dining areas bringing the movie to life.

Firstly, The Lost World is divided into two areas Jurassic Park and Waterworld. Featuring both two movie blockbuster hits which are popular among the people. The Lost World helps people to get to know more about dinosaurs and seeing the movies coming alive before their eyes. There are rides featuring the perspective of dinosaurs and how it is like to be surrounded with dinosaurs. Rides which consist of the bird eye view of the place, and some thrilling river raft ride ensuring us to be soaking wet at the of the ride. Waterworld is a water based attractions where we can get to see stunts, amazing explosion live in the water show.

Far Far Away Land is a movie themed place inspired by dreamwork animations mainly featuring Shrek and the rich fairy tales life. Knowing the characters that living within the fairy tale walls coming to life. Shrek house was being build and there is Shrek 4D featuring a short and realistic movie where we can actually feel the action right from the seat in their short fairy tale adventure. Junior roller coaster is available to for riding too.

Madagascar is also one of the dreamwork animation inspired theme zones where it features the dense tropical filled with wonderful characters of Madagascar in the movies. There is a merry go round where we can ride it to be feel like surrounding the Madagascar character and once again be like a child. Unfortunately not all the rides is opened there which will bring people to goes back next time when it is opened so as not to miss any wonderful attractions there.

Ancient Egypt is a place featuring ancient pyramids and archaeologist site appearing in movies like the mummy similar to it. Roller coaster is the most exciting rides in the universal studio aside from the huge roller coaster which is not functioning till further notice. It allows us to feel the fire and actually knowing more of ancient pyramids.

Sci – Fi City is a place featuring the modern place of people where future place would look like base on our high technology nowadays. It is also where the two major roller coasters situated at. It is just basically for sightseeing purposes since most of the attractions are closed due to safety issues.

Hollywood is a themed place which features the Hollywood boulevard where dynamic architecture, palm trees and walk of the fame. It features shows like where universal monsters in a rock and roll musical performances bring joy to visitors. It is also the place where most of the shopping can be done. Many iconic Hollywood boulevard.

New York is a place where the sidewalks and classic landmarks are being featured. There are facade set of movie scenes for real time movie productions. Where there are attractions that showed us how the movie is being produced and how tedious the actual filming would be bringing a spectacular effect for the movie screen.

There would also be themed hotels available to cater the needs of people and their choice of preference. Thus, with the themed hotels and 7 zones of attractions made up of Universal Studio make it uniquely special and the only theme park found in Singapore.

Difficulties faced

Due to the technical problems, some might feel that the park is not up to expectations. The major rides are not operational till further notice might be turning some visitors down into visiting the place for the time being. Not all attractions are opened which states coming soon. Thus, some might want to wait for awhile when everything is working to make the trip and money worthwhile instead, paying 5 dollars for after hours to go in for some sightseeing. Furthermore, the ticket might not be available on the spot as there is limited admission visitors need to book in advance through internet. Some might not want to go about the fuss booking the ticket and stuffs.

Strategies ( SWOT )
SWOT Analysis

Strengths

USS is located in the City State of Singapore – easily accessible and at the crossroad of major air traffic flow that can direct a huge potential market to the Studio.

It has a very strong appeal to visitors and tourists, as Universal Studio is already a well-known Branding internationally.

The individual attractions, shows and rides within USS are really world-class and offer unparalleled fun and enjoyment to the visitor

USS is an important component within a newly-developed Integrated Resort in the Leisure Island of Sentosa that includes casino, conventions and meetings, hotel and F&B. Each area can draw on each other to generate more business and increases revenue which could eventually contribute to Singapore’s growing economy.

Weaknesses

USS needs to keep improving and creating new attractions, rides, performances etc to bring repeat visitors back and sustain visitorship numbers.

USS is highly dependent on tourists’ visitors to sustain its daily visitors.

The admission charge is relatively high and will be a major set-back to visitors.

Visitor numbers are currently high every day, so there is a need for advanced bookings of up to a week to ensure getting admission tickets for a preferred visit date. However last-minute plan to visit USS may result to tickets being sold out and thus people wanting to go would be disappointed.

USS requires high operating and maintenance costs and will take many years for the investor to recover its total investment.

Opportunities

1. The regional market potential is huge for USS. Strong economic growth in the region will lead to better spending. This will result to more tourists arrivals at Singapore, and USS.

2. The Singapore Tourism Board has set high target for tourism visitorship targeting to hit 15 million visitors by 2015. USS is thus able to capture a huge amount of this number as it is a major tourist destination for these visitors to visit.

Threats

Economic downturns and recession when it happens, will negatively affect USS in a big way, since traveling and spending will drop due to such poor economic condition.

New players and neighbouring countries will try to copy the success of the Integrated Resort concept and develop their casinos, theme-parks, hotels. All these will present a threat to USS as visitors are drawn away from it.

Competitor ( Escape Theme Park )

Escape theme park is an outdoor park located at Downtown East, Pasir Ris. It is not a theme park where fairy tales came alive like universal studio. But a normal park consisting of families and thrills rides catering for all ages. But the park is only available on Saturday, Sunday, primary and secondary and public holidays unlike Universal Studio which opens daily. It is catered more for locals as the going to the place is a bit troublesome due to have to change bus going down there. Many tourists might not know how to get there. But Universal Studio is much simpler due to the monorail services. Also, the operation days falls on weekends and public holidays which make lesser tourist visiting it as they are not able to go in the theme park during weekdays as weekends might be packed and there might be a lot of queues for the rides.

Surveys results

Due to the rejection of my email to conduct my interview for universal studio, I decided to conduct a survey on Universal Studio to ask them about their views to have non – bias and a clearer perception of the theme park. Knowing how it actually attract the people there and why Universal Studio is able to bring a greater heights in both tourism and economically. There are a total of 6 questions being asked where. A total of 50 people responded to the survey which I had created, to know more about the views of Universal Studio. Most of the people that took the survey were youths and some working adults with a mixture of gender and ages to make the survey unbiased. The answers were analysed by the replies and feedback found in the survey.

Firstly, do you think that it is worth the money going to Universal Studio? The objective of this question asked is to find out how many people think that a costly admission ticket of Universal Studio is worth taking a trip to visit. Thus, if many agree with it, it means to say that Universal Studio has successfully captured the attention of people thinking of going there and the admission ticket is valued for money, and worth the price for going there to visit.

Through the survey, 73.9% of the respondent said yes and 26.1% said no. With the majority of the respondent voted for yes, I concluded that Universal Studio is worth going.

Secondly, if money is not a factor would you visit Universal Studio for once? The objective of the question is to assume if the admission ticket is affordable for everyone, are they willing to spend their time visiting the place for at least once.

The survey result obtained with votes of 94% of yes, people would certainly go to the place if money is not an issue to them.

Thirdly, what do you think of the service of Universal Studio? The objective of the question is to ask about the service they provided is it was satisfying to bring a good reputation to the tourist and locals to make them visit the place again.

57.1% of respondent voted for average service and 40.5% voted for good service, this means that the service provided is above average. They only require a little more effort for improvements thus, bringing greater income for Singapore. Only 2.4% voted for bad service.

Fourthly, for those who had visited Universal Studio what is your comment about? The objective of the question is to ask those people who had visited there to talk about their view of it and impression of Universal studio have left for them.

Some of the people had great reviews about Universal Studio and said that they would visit the place again. Due to their great ambience and atmosphere it had created, it is worth the trip down the place. There are several different themes all found n one place.

But some said that it was not really up to standards, as not all rides are operational. Thus, it became a disappointment to them as they are not able to ride all when the admission ticket is costly. Thus, they should have the responsible to ensure all rides are operational before opening.

There is also a comparison between Singapore Universal Studio and other countries. Singapore one was small as compared to others hence little rides s available. But the effort is still there for making the only several themed theme park found in Singapore.

Fifth, for those who did not go Universal Studio before what are your views about the place? The objectives of asking the question is asking about what impression does Universal Studio brings them. To test if they would ever wanted to visit it.

Most of them have said that the impression that the Universal Studio brought was expensive and glamorous. It is a fun and exciting place to go but definitely a price to pay. It is a place where cartoons and fairytale came alive, a different theme park found in Singapore. It seems to be made a tourist attraction and point. But the price is still a bit high and has to consider as there might be crowds whereby one could not be able to finish all the rides in one day as the park stops operating at 7. But more choose to go there once after it is fully operational to make the money paid worthwhile.

Lastly, how would rate Universal Studio? The objective of the question is to ask if after all Universal Studio is worth the money and time to go.

52.4% voted for average and depends, 40.5% voted for up to expectations and worth going. Thus with the high vote of average and depends, I think that it is due to the money factor whereby not all the facilities is opened. Due to the next highest vote is up to expectation and worth going, I concluded that when all the facilities the 52.4% of the respondent would most probably make their trip down USS. As when all the facilities are opened, it will make their money and time more worth. I believed a lot is waiting for the major attraction to resume and make their trip to USS. Only 4.8% voted for not up to expectations and consider and total waste each separately.

This survey had served its purpose of surveying the response they thought of Universal Studio. With the survey results being positive, it means that Singapore is success in building Universal Studio. Thus, with a positive response it means that people are attracted to it investing in the place which serves the purpose of tourist attraction point and contributing to economy sector of Singapore is a great success.

Conclusion

Based on my first hand observation of the Universal Studio, USS has been successful in appealing to the general public as well as tourists. It has been contributing a significant amount of revenue towards Singapore’s economy through the tourism sector since its first launch. It basically appeals to a wide market segment and thus that is one of the reasons for its success. I personally find that through such world-renowned tourists’ attractions, Singapore’s economy will be impacted in a positive way for many years to come.