Elements of Business Skills
Chapter 2: Businesses in the Travel and Tourism, Hospitality and Retail Industries
What is tourism?
Temporary movement of people from one place to another outside their country.
Two main categories
Travel agencies
Atrractions
Consultants to travellers making recommendations based on travellers interests, budgets and preferred methods of travel.
customise travel packages for travellers preferences
sell travel products directly to travellers
Tickets for flights, coach tours and cruises
Travel insurance
Information and advice on destomations
Visa application
Holiday packages
Travel itineraries
Nature and Wildlife attractions
Commercial attractions
Historical and Cultural attractions
Events
MICE
Refers to a particular type of tourism where large groups of people from different countries are brought together for:
Incentives
Benefits given to employees by their company for their hard work
Conventions
Gathering of large groups of delegates to exchange idea
Meetings
Involve groups of people gathering for the same purposes
Exhibition
Trade shows and fairs attended by international and local
What is hospitality?
Refers to the warm and welcoming way in which a host receives guests and takes car of their needs.
Businesses in the Hospitality Industry
Accommodation
Food and Beverages Outlets
Refers to tourists when they arrive in Singapore for work or leisure. They will need a place to stay in depends on their on budgets, personal preferences and purpose of visit.
Resorts
Serviced apartments
Hotels
Hostels
Boutique hotels
Budget hotels
Deluxe Hotels
Luxury hotels
High-quality amenities
E.g. free wi-fi and high quality toiletries and towels
Wide range of facilities
E.g A spa, gym
Highest level of customer service and comfort
Higher room rates than other types of hotels
Wide range of services, amenities and facilities that are almost similar to luxury hotel
Lower room rates than luxury hotels
Exceptional comfort and personalised service
Similar room rates to luxury and deluxe hotel
Stylish furnishing in unique themes
Normally without costly services
E.g room services and personalised service
Reasonably-priced room rates
Basic amenities and services required for comfortable stay
Wide range of recreational facilities for relaxation, sports and entertainment.
Located away from the city
E.g. Near the beach or an island
Fully furnished and come with household appliances
E.g Televisions, washing machine and ovens
Recommended for families as it is more spacious
Business travellers may also prefer the homely comforts of a serviced apartment
Provide dormitory-style rooms with shared facilities
E.g, Common bathrooms, recreational spaces, laundry areas
They are normally near tourist attraction
E.g. Arab street, Little India.
Inexpensive and suitable for backpackers and budget travellers.
Buffet restaurants
Fast-food restaurants
Cafes
Ethnic restaurants
Family restaurants
Theme restaurants
Caterers
Fine-dining restaurants
Food courts and hawker centres
The interior decorations, settings and furnishing of fine dining restaurants are grand, elegant and stylish
Exceptional ambience with well-chosen music and quality tableware.
Dishes are created using high quality and fresh ingredients
Based on a common theme or idea.
Decorations, food, music and even service staff uniforms are all designed around the same theme.
Quality service comparable to that of a fine-dining restaurant, depending on the theme.
The decoration, setting and food served in an ethnic restaurant reflect a particular culture.
Waitstaff may also be dressed in traditional attire.
Staff has good knowledge of the history and culture of the cuisine.
Customer at the restaurant go there to enjoy the authentic taste of that particular ethnic cuisine.
Family-friendly
Special kids' menu as well as activity sheets or play area for children
Staff are trained to be friendly and attentive to the needs of families
E.g providing high chairs for young children or allocating more spacious areas to large groups of customers with children.
Wide variety of food that may be consumed in any amount at fixed price.
Specialise in serving coffee and tea with simple food items
E.g cakes, pastries and sandwiches
Food is displayed in on counters where guests serve themselves, although some restaurants also serve special items on their table.
The staff focus on setting and clearing tables as there is less serving of food and beverages at the tables.
Customer usually go to buffet restaurants to enjoy the while selection and unlimited servings of food.
Normally served over the counter after payment is made.
Staff are trained to prepare coffee and tea and serve guests quickly.
Serves food and beverages that can be easily prepared and quickly served.
Common menus items at fast-food restaurants are burgers. fried chicken, fries, pizza and desserts.
Staff are required to serve the customer quickly and accurately.
A popular place to get a meal in Singapore.
Many different stalls offering a wide range of food and drinks.
Customers can buy their meal from any open space with tables and chairs or stools.
Food and drinks collection are usually self-serviced to allow stallholders to focus on preparing the order.
Prices are relatively low and has wide range of food choices.
Provide food and beverages for special occasions
E.g Parties and business events, for a large number of guests at specific locations.
Customise menus and table settings to suit the different requests and budgets of customers.
Also provide live-cooking station and waitstaff at the location.
Customers who engage catering services are able to hold the functions at almost any location they want.
❗ not only restaurants ❗
What is Retailing?
Consists of all activities needed to sell goods and services to customers.
It helps to bring the products produced by manufacturers to customers.
Having sales staff to assist customers with their enquires and purchases
Providing after-sales services
E.g Gift wrapping, delivery and exchange
Displaying the products for customer to see or try
Retailers sell their products to customers through store retailing and non-store retailing
Store-retailing
Involves the sale of products from a permanent physical store
Non-store retailing
Is the sale of goods and services outside the setting of a physical retail store.
Convenience stores
Supermarkets
Department stores
Hypermarkets
Specialty stores
Cater to a target group of customers
Offer personalised service
Have a distinct image
Offer expert knowledge about the range of products
Sell a specific range of products
Provide a wide variety of products from children's wear to kitchen appliances
Have staff with specific expertise in products in each department
Be located at major shopping centres
Provide a range of after-sales services
E.g Delivery, gift wrapping or clothing alteration
Occupy more than one floor
sell a limited variety of basic, inexpensive and fast-moving products which include both food and non-food items
Have long operating hours
be located in neighbourhoods, along busy roads or at petrol stations
encourage self-service
Sell a range of household items
Offer competitive prices
Sell a variety of food products
E.g fresh produce, canned goods and dairy products.
Encourage self-service
Sell an enormous range of products including a full range of groceries, household products, clothing and electrical appliances.
Offer competitive prices
Occupy extremely large store spaces
Use tall basic display racks arranged by section
Encourage self-service
Vending machine
Pushcarts
E-retailing
Pop-up retailing
Buying and selling of products electronically over the internet.
Can be accessed by anyone in the world as long as they have Internet access.
No longer restricted to the operating hours of the retails stores
Automated dispensing products after customers make payment.
⭐ Can make payment by cash or electronically through NETS, credit card or mobile payment.
Can be easily set up in schools, at bus stops and in shopping malls
Provides a convenient alternative for customers who do not want to visit a store and queue at a cashier counter.
Used to sell small items ranging from packet drinks and snacks to non food item such as toys.
Refers to the sale of goods and services from small carts instead of a store.
Usually found in areas with high foot traffic
E.g Shopping malls
Display a variety of products including food and non-food items, in an attractive manner.
Common products include accessories, candies and children's wear.
Refers to the temporary physical setup in a unique environment used by retailers to create awareness of their products.
Different from regular retail stores in that they are usually short-term.
Online retailers use pop-up retailing to reach out to new customers and to connect with their existing customers.