Effects of globalization on hospitality and tourism industry

Effects of globalization on hospitality and tourism industry In recent years, organizations in the hospitality and tourism industry have experienced a great deal of turmoil as the competitive forces within their industry have shifted under the weight of globalization. To survive, many companies must now build competitive advantage by relying on their employees to implement improved service delivery processes. Shifting travel markets, world-class competition, and escalating operating costs are forcing hospitality and tourism organizations to pay more attention than ever before to the needs and desires of their customers. This means that companies are having to find ways to become more responsive and create greater value for their customers. The quality of an organizations service delivery hinges in part upon its people. How frontline personnel act has a determining influence on customers perceptions of service quality and, in turn, on the overall level of customer satisfaction. However, even employees who are not directly involved in serving the customer have an indirect impact on customer satisfaction by means of the backup support they provide to frontline staff. The important role employees play in the success of service organizations, human resource management has traditional been a weak link in the hospitality and tourism industry. QESTION 1 Explain the communication process and same common forms of communication use in hospitality and tourism industry. INTRODUCTION QUESTION 1 Communication is perhaps the most important and most used of all skills in the hospitality and tourism industry. Managers spend the largest portion of their time in verbal or written communication with their employees, other managers, or outside parties. Frontline employees have frequent interaction with customers and other employees. Other staff members communicate among themselves, as well as with their managers, frontline employees, suppliers, and so on, to give and receive the information they need to perform their jobs. Communication has been recognized as the means by which both people and the organization survive. When human beings lack the ability to cope with life, the source of the problem is often a lack of appropriate information. Incomplete and unorganized information places a heavy strain on the ability of people make sense out of their existence. Their performance of a job depends on having the necessary information, having the skills to do a job depends on the quality of communication during the skills acquisition period. 1.1: Verbal communication Verbal communication is further divided into written and oral communication. The oral communication refers to the spoken words in the communication process. Oral communication can either be face-to-face communication or a conversation over the phone or on the voice chat over the internet. Spoken conversation or dialogs are influenced by voice modulation, pitch, volume and even the speed and clarity of speaking. The other type of verbal communication is written communication. Written communication can be either via snail mail, or email. The effectiveness of written communication depends on the style of writing, vocabulary used, grammar, clarity and precision of language. 1.2: Nonverbal communication Nonverbal communication is such as facial expression, gestures, posture, and tone of voice is an important component of personal business interactions. Nonverbal communication can help a small business owner to get a message across, or to successful interpret a message received from another person. On the other hand, nonverbal communication can also send signals that interfere with the effective presentation or reception of message. Nonverbal communication is usually understood as the process of communication through sending and receiving wordless messages. Such messages can be communicated through gesture body language or posture, facial expression and eye contact, object communication such as clothing, hairstyle or even architecture, symbols and info graphics. Speech may also contain nonverbal elements knows as paralanguage, including voice quality, emotion and speaking style, as well as prosodic features such as rhythm, intonation and stress. Likewise, written texts have nonverbal elements such as handwriting style, spatial arrangement of words, or the use of motion. However much of nonverbal communication process has focused on face-to-face interaction, where it can be classified into three principal areas and they are environmental conditions where communication takes place, the physical characteristics of the communicators, and behavior of communicators during interaction 1.3: Verbal VS Oral communication Scholars in this field usually use a strict sense of the team verbal, meaning of or concerned with words, and do not use verbal communication as a synonym for oral or spoken communication. Thus, vocal sounds which are not considered to be words, such as a grunt, or singing a wordless note, are nonverbal. Sign languages and writing are generally understood as forms of verbal communication, as both make use of words although like speech, both may contain paralinguistic elements and often occur alongside nonverbal messages. Nonverbal communication can occur through any sensory channel sight, sounds, smell, touch or taste. Nonverbal communication is important as when we speak or listen, our attention is focused on words rather than body language. But our judgment includes both. An audience is simultaneously processing both verbal and nonverbal cues. Body movements are not usually positive or negative in and of themselves; rather, the situation and the message will determine the appraisal . Interaction of verbal and nonverbal communication. When communicating, nonverbal messages can interact with verbal messages in six ways and they are repeating, conflicting, complementing, substituting, regulating and accenting or moderating. 1.4: Formal communication Formal communication includes all the instances where communication has to occur in a set formal format. Typically this can include all sorts of business communication or corporate communication. The style of communication in this form is very formal and official. Official conferences, meetings and written memos and corporate letters are used for communication. Formal communication can also occur between two strangers when they meet for the first time. Hence formal communication is stringent and rigid tone to it. 1.5: Informal communication Informal communication includes instances of free unrestraint communication between people who share a casual rapport with each other. Informal communication requires two people to have a similar wavelength and hence occurs between friends and family. Informal communication does not have any rigid rules and guidelines. 1.6: Appearance In oral forms of communication, the appearance of both the speaker and the surroundings are vital to the successful conveyance of a message. Whether we speaking to one person face to face or to a group in a meeting, personal appearance and the appearance of the surroundings covey nonverbal stimuli that affect attitudes even emotions toward the spoken words. For example, a speakers clothing, hairstyle, use of cosmetics, neatness, and stature may cause a listener to form impressions about her occupation, socioeconomic level, competence. Similarly, such details of the surroundings as room size, furnishings, decorations, lighting, and windows can affect a listeners attitudes toward the speaker and the message being presented. The importance of nonverbal clues in surroundings can be seen in the desire of business managers to have a corner office with a view rather than a cubicle in a crowded work area. 1.7: Body language Body language, and particularly facial expressions, can provide important information that may not be contained in the verbal portion of the communication. Facial expressions are especially helpful as they may show hidden emotions that contradict verbal statements. For example, an employee may deny having knowledge of a problem, but also have a fearful expression and glance around guiltily. Other forms of body language that may provide communication clues include posture and gestures. For example, a manager who puts his feet up on the desk may convey an impression of status and confidence, while an employee who leans forward to listen may convey interest. Gestures can add emphasis and improve understanding when used sparingly, but the continual use of gestures can distract listeners and convey nervousness. 1.8: Sounds Finally, the tone, rate, and volume of a speakers voice can convey different meanings, as can sounds like laughing, throat clearing, or humming. It is also important to note that perfume or other odors contribute to listeners impressions, as does physical contact between the speaker and the listener. Silence, or the lack of sound, is a form of nonverbal communication as well. Silence can communicate a lack of understanding or even hard feelings in a face-to-face discussion. CONCLUSION Communication can take any of a wide variety of forms. However, verbal communication is the form that is relied upon most often by managers. To be an effective verbal communicator requires that one adhere to the two basic laws of communication and be skilled in supportive communication. Much communication at the group level is conducted in meetings. Hence, effective meeting skills go hand-in-hand with effective communication within workgroup and teams. Communication at the organizational level can occur either via formal or informal channels. Each of these channels has associated benefits and a drawback, thus which channel is best depends on a given situation. Of utmost importance at the organizational level is to ensure that both internal and external communication systems are working in a way that facilitates the free flow of vital information throughout all levels and functional areas of the company. QUESTION 2 Motivation is the key to keeping performing continuously at the highest standards. How organization motivate their employees to excel at their jobs. INTRODUCTION QUESTION 2 A vital managerial function in any organization is to motivate employees. This is because motivation is inextricably linked to employee satisfaction and ensures employees consistently excel at their jobs. Motivation is especially important in the hospitality and tourism industry, where employee satisfaction and competence are key determinants of service quality. The definition of motivation is to give reason, incentive, enthusiasm, or interest that causes a specific action or certain behavior. Motivation is present in every life function. Education is motivated by desire for knowledge. Motivators can be anything from reward to coercion. Motivation plays a major role in achieving high performance in the workplace, which is an important goal of management. However, just because an employee is motivated does not guarantee she or he will perform satisfactorily. Effective performance requires ability, direction, motivation, and support from the work environment. Therefore, changing the performance of workers is rather more complicated than just motivating. In motivation they have two main kinds of motivation and they are intrinsic and extrinsic. Intrinsic motivation is internal. It occurs when people are compelled to do something out of pleasure, importance, or desire. Extrinsic motivation occurs when external factors compel the person to do something. However, there are many theories and labels that serve as sub tittles to the definition of motivation. A common place that can see is the need to apply motivation, is in the work place. In the work place, we can see motivation play a key role in leadership success. A person unable to grasp motivation and apply it will not become or stay a leader. To motivate the employees to excel at their job is the management have to identify what motivates the employees as each employees is likely to be motivated in different ways. For example is they might find that some employees are motivated when given praise for a job well done while others excel when given a bonus or a raise. Second is the management have hold contests that pit employees in one department against employees in another department or even between employees of the same department. Offer a fun reward for those who win the contest and the management also have to listen to the employees and let them know that management are there to support and to listen to them if they have a problem or concern. By listening to the employees, the management also will be able to assess their morale and whether they need motivation. Fourth is the management must allow their employees to use new skills they have acquired. If an employee has learned a new skill or completed a training course, try our best to implement his new skill into his everyday responsibilities and keep the employees from becoming bored. The management should continually strive to ensure that their employees are being used to their full potential rather than under-using them, which can stress them out. The management should be flexible with their employees specific roles within the company. While it is important that their employees fulfill the responsibilities defined in their job description, it is equally important to ensure that the employees are allowed to be creative and to contribute in ways that go beyond their job description and the management must offer positive feedback to employees who are doing a good job. Praise can often be a powerful motivator. The last motivate employees to excel at their jobs is stay focused on motivating their employees, so the management can ensure a high level of productivity from them. If the management notice that employees are starting to lag and lose their motivation, the managements must take action as soon as possible to re-motivate them. In motivation they have seven type of motivation and they are achievement motivation, affiliation motivation, competence motivation, power motivation, attitude motivation, incentive motivation and fear motivation. Achievement motivation is the drive to pursue and attain goals. An individual with achievement motivation wishes to achieve objectives and advance up on the ladder of success. Here, accomplishment is vital for its own shake and not for the rewards that accompany it. Second is affiliation motivation. Affiliation motivation is a drive to relate to people on a social basis. Personnel with affiliation motivation perform work better when they are complimented for their propitious and co surgical procedure. Third is competence motivation. Competence motivation is the drive to be good at something, allowing the individual to perform high quality work. Competence motivated people seek job mastery, take pride in developing and using their problem-solving skills and strive to be crea tive when confronted with obstacles. Fourth types of motivation are power motivation. Power motivation it is drive to influence people and change situations. Power motivated people wish to create an impact on their organization and are willing to take risk to do so. Fifth types of motivation are attitude motivation. Attitude motivation is how people reckon and feel. It is their self confidence, their belief in them selves, their attitude to life. It is how they feel about the possibility and how they react to the past. Sixth motivation is incentive motivation. Incentive motivation it is where a person or a team reaps a reward from an activity. Example of incentive motivation is you do this and you get that, attitude. It is the types of awards and prizes that drive people to work a little harder and the last motivation is fear motivation. Fear motivation is for coercions a person to act against will. It is instantaneous and gets the job done quickly. It is helpful in the short run. The importance of motivation is obvious. The employees need motivation in order to reach their goals. In fact it is one of the most important and driving factor for the employees to reaching their goals. Motivation does not have to be positive emotions. Fear can be very effective motivating factor. Stress is an example of negative motivating ineffective feelings. Most people have a tendency to become narrow sighted when they are stressed, some even get paralyzed or apathy. It is the rewards for reaching the goals that motivates or the feeling of fulfillment when they reach their goals or the satisfaction of being important. In motivation they have behavior styles. If the employees ever come across any of the behaviour matrixs that is available on the market, they will notice some interesting things when it comes to motivation. It is easy to realize that most companies bonus and appraisal system are not very well thought. Usually a behaviour matrix divides people into four different types of behaviour group. The four IDI styles are motivator, producer, processor, and realtor. They all have different needs and are therefore motivated by different emotions. Motivators are people that are good at motivating others, they are often perceived as exciting, fast, outspoken, engaging, enthusiastic, and creating. There is always something new going on. They are often very good at getting others to want to take on new challenges. Their need is to be unique and that is driving their motivation. Producers are people that often are perceived as goal oriented, strong, self confident, practically, down to earth and determent. Producers are good at driving towards goals. Their need is to be in control and that is driving their motivation. Processors are often perceived as well thought, objective, consistent, serious and logical. They are good at structuring and analyzing and their need to understand and that is driving their motivation. Relators are often perceived as supporting, loyal, trustworthy, considerate, calm, friendly and caring. Relators are good at creating and maintaining good relations with others. CONCLUSION Motivation refers to employees willingness to exert high levels of effort toward organizational goals in the expectation that doing so will enable them to satisfy some individual need. Motivation is a necessary, but by itself not a sufficient, condition of effective performance. The recipe for effective performance also calls for employee ability, managerial direction, and a satisfactory work environment. There are various motivational theories and strategies that can be applied at the individual, group, and organizational levels. At the individual level are Maslows hierarchy of needs, Herzbergs two-factor theory, and McClellands manifest needs theory, and equity theory. Motivational theories and techniques that can best be applied at the group level include the Hawthorne effect and equity theory. At the organizational level, the following motivational theories and strategies are most applicable reinforcement theory, job enrichment, job redesign, and the Scanlon plan. CONCLUSION OVERALL People management can be defined as the process of controlling and monitoring individuals. The concept of people management is widely used in organizations where the managers most important task is to manage people. In order to increase the efficiency of the people the manager has to lead, motivate and inspire people. Sometimes rules are defined to manage people like time lines, duties and more. In order to manage the people Human Resource Departments are established in the organization. These departments are specifically responsible to deal with people of organization.

Commentary on my creative writing piece focusing on The Dubliners Essay

After completing my story, I thought I would say how the story that I had written related to the story ‘The Dubliners’. The story that I wrote, I related to the theme of paralysis and the risk of death, a vision of the future and also a little about money, which is used in The Dubliners. I chose this viewpoint on the story as I thought it would relate well to the background I was using. Especially the theme of death would work well, as death is a very common situation so it helped when I dramatised the theme. Also I decided to use the times of today, as I thought it would be more easier to relate to ‘The Dubliners’ using a situation in a lower/ middle class background, but using a cultural difference. I also decided to use third person narrative, as I thought it would be clearer in third person. I did try to use first person, but I had a bit of difficulty in putting a point across, so I decided to use third person, as I found it much more flowing to do. I decided to start off with a line, which explained the background so the story would be easier to understand, as I used a different culture. If I had gone straight into a story, the story may have been hard to understand. I included a little introduction to the character and the backgrounds, so the reader would notice what culture I was trying to show and how I was trying to relate it to The Dubliners. I think the introduction to the character and the culture, is a very important thing in my story. This was only in the beginning, but when I used a little climax. I used a twist in the middle of my story, to make sure the reader would be more interested and engaged to read on. The method I used was an everyday experience, which seemed like a big thing. This helped me to use the theme of vision of the future, with the character knowing there would be more trouble. The ending I used both of the themes of death and vision of future. I think death was a very important in the whole story, which showed the theme of paralysis. I used the theme of vision of future, as the character had death on their mind through the whole story, and this helped to use the theme of death. I think I can relate this to The Dubliners, as the theme of paralysis and the theme of death and darkness is used very often. I chose to end the story in this way as it dramatises the themes in which that I used. Also I used description, with a stressful atmosphere used. I think this ending suits the culture in which I wrote the story about. As it is believed that shootings are made in this background a lot. This I thought would be the best way to end my story. I think I thought about my main character quite a lot, especially with the culture to take in account. Also, the use of the characters pride and making the character emotional about death and escape. This helped me to explain how the character was feeling. I think I used the character well in the situation, because the background and culture is like real life. I have read and researched situation like this and deaths are always happening. This is why it was important, that I made sure the character, language and the actions were correct. This in my opinion was the best thing to do was research a little about the background, also things such as drugs, typical backgrounds, and even clothing I researched so I made sure the situation was just like real life and not something in reality. I used the background and the subject matter as it all related to one thing. Especially the setting and atmosphere, which all related to death. I used the subject of stress in my story as well, the whole theme of stress, occurred to me as a good way in which to escape or a good way to look for escape. Stress can usually consist of anger and frustration, which is how it is related to The Dubliners. These emotions are shown within my story and also The Dubliners. The language I used in my story was descriptive and also gave good and relevant information, when was needed. As I used a different content of language, I had to explain what some words meant. Also I think my story would sound effective if it was to be read out loud, as the situation is real and can happen in life. Maybe in some cases people can relate to this kind of story, as it can also send a message across about gangs, firearms, drugs, and also maybe drinking. After writing this story I think that this has many themes which could be related to the story, The Dubliners. As you can see I have included themes such as death, escape, darkness and also vision for the future. I think these themes helped me to relate the story with the best use, as cultural I was not sure on which to write a story about, that is why I used a different culture, in which I found more interesting to write about.

History of Coca-Cola Essay

Coca-Cola is a carbonated soft drink sold in stores, restaurants, and vending machines internationally. The Coca-Cola Company claims that the beverage is sold in more than 200 countries. [l] It is produced by The Coca-Cola Company in Atlanta, Georgia, and is often referred to simply as Coke (a registered trademark of The Coca- Cola Company in the United States since March 27, 1944). Originally intended as a patent medicine when it was invented in the late 19th century by John Pemberton, Coca-Cola was bought out by businessman Asa Griggs Candler, whose marketing tactics led Coke to its dominance of the world soft-drink market throughout the 20th century. The company produces concentrate, which is then sold to licensed Coca-Cola bottlers throughout the world. The bottlers, who hold territorially exclusive contracts with the company, produce finished product in cans and bottles from the concentrate in combination with filtered water and sweeteners. The bottlers then sell, distribute and erchandise Coca-Cola to retail stores and vending machines. Such bottlers include Coca-Cola Enterprises, which is the largest single Coca-Cola bottler in North America and western Europe. The Coca-Cola Company also sells concentrate for soda fountains to major restaurants and food service distributors. The Coca-Cola Company has, on occasion, introduced other cola drinks under the Coke brand name. The most common of these is Diet Coke, with others including Caffeine-Free Coca-Cola, Diet Coke Caffeine-Free, Coca-Cola Cherry, Coca-Cola Zero, Coca-Cola Vanilla, and special editions with lemon, lime or coffee. In response to consumer insistence on a more natural product, the company is in the process of phasing out E211, or sodium benzoate, the controversial additive used in Diet Coke and linked to DNA damage in yeast cells and hyperactivity in children. The company has stated that it plans to remove E211 from its other products, including Sprite and Oasis, as soon as a satisfactory alternative is found

Heloise Essay example - 659 Words

Heloise Early in the 12th century, two people were developing a relationship that not only showed them the true meaning of having to suffer the difficulties of a relationship that got off on the wrong foot, but they also documented it for the rest of the world to follow.These two people were none other than the French philosopher and theologian Peter Abelard (1079-1142?), and his wife, Heloise. To understand Heloise, first we must learn about her husband.Peter Abelard was born in Le Pallet, Bretagne in 1079, and studied at Loches with the French nominalist philosopher Roscelin and with the French realist William of Champeaux in Paris.Taking a critical stance on the teachings of his masters, Abelard went off to teach at Melun, at†¦show more content†¦Regardless of the fact that Heloise (1101-1164) was Abelard’s junior by twenty-two years, they fell into love.Not unexpectedly, Heloise became pregnant, and gave birch to a son named Astrolabe.In order to avoid bringing scandal on themselves and their families, Abelard insisted they be married in secret.Feeling guilty for what they had done, Abelard was able to persuade Heloise to take the holy vows at the Benedictine Abbey of Saint-Argenteuil.Her uncle Fulbert quickly found out about what had happened and was completely outraged, but later somewhat placated by the marriage.That quickly ended when he found out ab out Abelard forcing his niece to become a nun.Believing Abelard had used the abbey as a place to abandon Heloise, and continue with his life alone, Fulbert quickly had him castrated.Finding nothing left in his life separated from his wife and his boys, Abelard retired to a retreat at the Abbey of Saint-Denis-en-France, in Paris.This is where he began to write and publish the works that changed the world and made him famous. His first published work, a treatise on the Trinity (1121), was condemned and a Roman Catholic council ordered it burned.He was also forced to leave Saint-Denis-en-France.Out on his own, Abelard founded a chapel and oratory, called the Paraciete, at Nogent-sur-Seine.During this turbulent time in the man’s life, Heloise had advanced to prioress at Argenteuil, andShow MoreRelatedEssay on Abelard and Heloise836 Words   |  4 Pagesï » ¿Jeff HIST 101 11/11/13 Gender As Seen in Abelard and Heloise The gender views of European medieval society were largely built upon the views of Aristotle and others alike that degraded the status of women into a lower form of life, characterizing them as secondary to men. 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