Quality in Tourism Services

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Course Overview

The travel industry is unique in that its clients spend a lot of time with the service provider. This means that they have a lot of time to thoroughly review and identify any issues they may have with the service. Without exceptional service standards, both the customer and the provider will not be satisfied. Regardless of the reason for their trip, customers expect a certain level of quality when it comes to their service. Therefore, it is important that the providers of goods and services meet the expectations of their customers.
This course will introduce the participants to quality management in the tourism industry. It will introduce you to the concept of customer care management and how it can help improve the performance of your business.

Key Takeaways

Recognize the importance of quality in tourism services and identify key stakeholders involved in ensuring quality standards are met.
Apply quality management tools and techniques to measure and improve service quality in a tourism context, such as customer satisfaction surveys and service design thinking.
Analyze and evaluate the effectiveness of different quality management frameworks and standards, such as ISO 9001.
Develop and implement a comprehensive quality management plan for a tourism business, incorporating key quality control and assurance measures to ensure customer satisfaction and loyalty.
Create a service quality improvement plan for a tourism business, utilizing continuous improvement methodologies to optimize service delivery and enhance customer experience.

Wageningen University & Research
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That is the mission of Wageningen University & Research. Over 7,200 employees, 13,200 students and over 150.000 participants to WUR’s Life Long Learning from more than hundred countries work everywhere around the world in the domain of healthy food and living environment for governments and the business community-at-large. The strength of Wageningen University & Research lies in its ability to join the forces of specialised research institutes and the university. It also lies in the combined efforts of the various fields of natural and social sciences. This union of expertise leads to scientific breakthroughs that can quickly be put into practice and be incorporated into education. This is the Wageningen Approach. Collaboration with other parties such as government, business and NGOs is indispensable. This is in line with the Finding Answers Together ambition. The scientific quality of Wageningen University & Research is affirmed by the prominent position we occupy in international rankings and citation indexes.

Course Outline

Part 1
Module 1: Introduction & Overview
What is tourism, and how can you study it from a social sciences point of view?
Module 2: History of global tourism development
Where does tourism come from?
We go back in time to understand where our contemporary tourism practices originate.
Tourism Products & Services
Travel & Tourism System
Marketing in Travel & Tourism
Quality in Tourism
Customer Care
Human Resource Management
Transport Management
Tourism Crisis Management
Part 2
Module 3: Scientific approaches and systemic observations
What are typical social science approaches to tourism; including behavioral, cultural, and more critical observations?
And to what kind of observations do these approaches lead?
Module 4: Key theories and global flows
Managing Public Awareness Programmes Sustainable Tourism & Development
Module 5: Environmental impacts of tourism
Take the main economic, socio-cultural, and environmental interactions and impacts generated by and in tourism.
Module 6: Synthesis and looking forward
Finalize your own argument related to the tourism development of your choice and become familiar with the science of sustainable tourism.

Who Should Attend?

This highly practical and interactive course has been specifically designed for
Managers, supervisors, and team leaders
Quality department professionals
Small business owners and entrepreneurs.
Tourism industry professionals
Any participant who is looking to enhance their CVs and develop new knowledge

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What language will the course be taught in and what level of English do I need to take part in an LEORON training program?
Most of our public courses are delivered in English language. You need to be proficient in English to be able to fully participate in the workshop and network with other delegates. For in-house courses we have the capability to train in Arabic, Dutch, German and Portuguese.
Are LEORON Public courses certified by an official body/organization?
LEORON Institute partners with 20+ international bodies and associations.We also award continuing professional development credits (CPE/PDUs) for:1. NASBA (National Association of State Boards of Accountancy) 2. Project Management Institute PDUs 3. CISI credits 4. GARP credits 5. HRCI recertification credits 6. SHRM recertification credits
What is the deadline for registering to a public course?
The deadline to register for a public course is 14 days before the course starts. Kindly note that occasionally we do accept late registrations as well, but this needs to be confirmed with the project manager of the training program or with our registration desk that can be reached at +91 4 95 5711 or [email protected].
What does the course fee cover?
The course fee covers a premium training experience in a 5-star hotel, learning materials, lunches & refreshments, and for some courses, the certification fee and membership with the accrediting bodies.
Does LEORON give discounts?
Yes, we can provide discounts for group bookings. If you would like to discuss a discount on a corporate level, we will be happy to talk to you.