10.09.

2024

TOURISM MANAGEMENT
Excursionists vs tourism:
Excursionists: they don’t stay at night (come for a day)

B & b - Motel - Hotel

- Maintain tourism after they come once. (give reason to come back and have
something to do)
- Infrastructures.
Tourism products
- Primary inputs: safari Africa
- Intermediate inputs: bus hotels meal restaurants
- Intermediate outputs
- Final outputs

16.09.2024

The tourism product

Sense of place  the association with place as home
4 dimensions:
1. Place identity relation between place and self
2. Place dependence 
3. Place attachment
4. Place climate
What makes a great place?
Elements to connect with the place -
Experience based industry: social system, transportations, food, ..
Experience BEFORE THE TRIP
Elements of product design, price, promotion and channel to reach customers
Destination: income, lifestyle, value system
Destination awareness
DURING THE TRIP - Elements customer can be influenced by
Quality of services: reviews
AFTER THE TRIP
Generate something to which come back in memories and to talk
Entertainment: museum and galleries of art visits
Educational: cooking classes – seminars in museum
Esthetic: involved in looking landscapes
Escapist: acting in a play,

Designing memorable experience:

Theme Park for example
Mix in memorabilia: physical reminder.
Tourism experience is something customer keep and remember for long time.
Themed experience: everything is connected with a theme

17.09.2024
A. Type of tourism – cultural tourism
Leisure: personal reason – looks for info and reviews before the purchase; look for
product packages; for specific amenities (breakfast included); price sensitive and
location

Business: conference, meetings; looks for location close to the site; specific amenities,
simple infrastructures

Recreational: hobbyist interest – for example sports for which it is needed a skill
Cultural: cultural attractions (tangible, intangible assets- traditions, practices)
Competing of cultural perspective make the arise of specialized tourism product: niche
museums vs big ones.

Sustainable cultural tourism

Tourism make profits but damages residents day to day lives – no solution for this issue –
like Venice

The European capital cultural event

Glasgow 1990. (Not necessarily the cultural cities but also who has a potentiality) –
possibility to small town to improve.

23.09.2024

Event tourism: people travel for that event – Oktoberfest

Need new buildings like new hotels for the tourists. Qatar.

Then what to do with the hotels that remains? Take into account pros and cons. The events
are quite locally organized

Local events are low demand

It depends in the portfolio of the event. It is important to know who I want to attract

Potential to grow? Or a loss of money? Market share.

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 People organizing event has to do the swot analysis

Theme of the event. Venue (low season need to be near places with a sort of movement and
transportation organized)

Attendee: whisky festival people didn’t have to drive (where to stay or shuttle bus)

MICE tourism - quite profitable

Incentives: incentives trips for who makegood profits. For employees and families.

24.09.2024

TOURISM INDUSTRY
CENTRE: core industries, SURROUNDING: influence on the tourist activities
Travel: transports, flights, travellist are moving from place a to b (trains planes) move
people from one to another location without being tourist
Entertainment: las vegas
Catering: services included in the tour – meal service in a part of tourist package.

OTAs : online
Tour operators:
Tour agencies:

Industries in the destination (place to see)

Transportations: leave people in the place
Travel organizers: could be in the destination or be elsewhere, the y put the things
together to reach or to do things in the destination
Producers: services directly give to the tourist
Distributors: offers the service
System integrators: not directly in the tourism industry, organization in the main like
who make guidance or make regulations or policies to comply with. Not for profit. City
tax.
Distributors: company who make the tourism product- travel agencies vs tour
operators.
Gds: global distribution system – out because of the smartphone. People can direct
booking without going to a travel agency. Now travel agencies give other services.
Sell complete packages.
Tourism industries high influenced by external factors. But the war is an issue.
Airlines have to avoid Russia so go down for Europe so turkey.
The travel industry: airlines and coach service eccccc
Iata:
China had a longer time of lockdown. So money for tourism were significant.
3
Asia and Africa low for china don’t traveld
Companies are still recovering from airlines.

Accommodations: lodging and hospitality industry.

Lodging has food and beverages- accommodation is involved in hospitality
Difference between hotel and resort: resort has a spa
Difference between hostel and motel: motel is on roads while hostel you share facilities
and buy a bed not a room
Suites: small apartments with living room
Boutique hotel: service more customize. Smaller size and personalized and then
decoration, design of hotels. Interiors. 4/5 stars- very good restaurant even people
locally visit them
Themed hotel: experience like Disney
Aparthotel: more expensive but little business no expanding – stay there cause there is
long period stay, housekeeping services and restaurant and laundry .all hotel services
Don’t have a commitment , long period
Albergo diffuso: diversi stabilimenti. In little town with loosing population

30.09.2024
Package: tourism product
1 location
2 means
3 stay
4 activities

THE MARKET SEGMENTS

In each country there is the own classification. Its country has its own.
Different way of the classification system:
- One star hotels: machine to sell water and food
- two star hotels: (24 open front desk is from 3 to up9
- three star hotels:
- four star hotels
4
 - five star hotels: provide three different languages services- in usa hotels have
very big room – concierge is only service in 5 star (guest service) – personalized
service like guide service for services the stars are made
chain hotels
centralized CRS. Package with tour operators (cost minimized)
bargaining power: negotiate
hotels can change name from side to side (hotels run independently cause the opening
team that hire and train the hotel and then come back to the hq)
management contracts (USA)
individual small hotel chain (EUROPE)
Difference between management contracts and the franchising
Hilton has a management contracts 8managed by hotel chain)- hilton way of
management styles -
Franchising use the brand to the hotel chain – more free – more decisional power.
Website is together with the brand
Independent hotels: advantages: financial autonomy,
Soft brand – no strict rules- you can keep your name
Aparthotels have housekeeping service and more – airbnbs no

1.10.2024
Albergo diffuso creates synergies with the territory – only a business but a social
innovation . business connected with local residents
HOTEL MAIN KPI s (key performance index)
ADR  average price per room  people don’t want to give this number to not make
competitors know
Occupancy rate:
Revenue management: price adjustment to earn more
Big data make prices raise.
Overbooking – replace the people that does not show
Ill get it later – last minutes tickets. -
Airbnb competition: disadvantages: no housekeeping – no amenities – no reception –
creates centrification of the city centre.

5
INNOVATION
Process innovation – online check in
Marketing innovation: Ryanair
Business model innovation – clubmed non so non ho capito
All inclusive package- family holidays

08.10.2024
2008 in rome
START
Chada: client unhappy of the offer
Livie: unwillingness of change as operator of hotel sector
Different perspectives make innovation works
Improvement from the side of operator and client

NO STAFF FROM HOTEL INDUSTRY

New model needs people without previous experience cause it’s hard change old habits

THE IDEA
low price luxury – no price for useless amenities (big bedrooms)
efficiency and emotions- no frustrating things -check in
technology – tech saving and save cost (check in)
shared areas
standandization

TARGET CUSTOMER – 1 STEP OF BUSINESS MODEL INNOVATION

Specific individual
weekenders, the suits, fashion baggers and affair-havers. The explorers, adventurers,
and dreamers.
Those who travel the world with big hearts and wide eyes” and tech-savvy traveler“ who
travels frequently (but not exclusively) for business and want to be in the city center –
multiculturarl

Check in :

Communal features cause they are social

The room 15 square meters. Reduce cost of housekeeping and constructions
Housekeeping and maintenance in outsourcing.

6
Constructions: 220 a lot
Rooms were low budget model in Japan and they sell at mid range.

BOOKING AND COMMERCIL STRATEGY

No group reservation but individuals.

ONLINE STRATEGY
Communicate lifestyle not commercial; staff not aware of financial performance.
STAFF
Remove. 5/6 per hotel at time that knows how to manage everything

VALUE PROPOSITION
Remove trad aspects of hotels so unnecessary
Success was on the coherence between external activities (ofer to travelers) and internal
operations.

Business model:
1. Target
2. Value proposition -product to the target and what is been removed
3. Internal activities and resourced –
Sources are centralize adkinistrstive function
Multi functional employees and low in number
Strong brand identity
Real time pricing – like airlines
Modular rooms
Central locations
Empployees goal in customer satisfaction
Cloud for data
Ota is good for billboard

How to define innovation : less is more

Innovation through elimination

Amenities that matters

Asia: jv and adaptation

15.10.2024

7
No more companies but destination

Destination management
Level of competitiveness of a destination with focus on tourism
Organizational: what the place offer to the tourist