SIT07 Tourism, Hospitality and Events Training Package SAMPLE. Learner guide. Version 1
|
|
- Sherilyn Hunter
- 6 years ago
- Views:
Transcription
1 SIT07 Tourism, Hospitality and Events Training Package SITXMGT006A Establish and conduct business relationships Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank Product Code: 2704
2 Acknowledgments TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank would like to acknowledge the support and assistance of the following people in the production of this resource. Project manager: Reg Edwards Education Programs Manager TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank Project Team Joanna Visser Teacher, Travel and Tourism TAFE NSW Enquiries Enquiries about this and other publications can be made to: TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank Locked Bag No. 6 MEADOWBANK NSW 2114 Tel: Fax: The State of New South Wales, TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank, 2008 Copyright of this material is reserved to TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank. Reproduction or transmittal in whole or in part, other than for the purposes of private study or research, and subject to the provisions of the Copyright Act, is prohibited without the written authority of TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank. ISBN i
3 Table of Contents INTRODUCTION... 1 Unit overview... 1 Unit outcomes... 2 Suggested learning resources... 3 Assessment for this module... 4 Glossary of terms used in this module... 5 TOPIC 1 BUILD BUSINESS RELATIONSHIPS... 7 TOPIC 2 CONDUCT NEGOTIATIONS TOPIC 3 MAKE FORMAL BUSINESS AGREEMENTS TOPIC 4 FOSTER AND MAINTAIN BUSINESS RELATIONSHIPS DISCLAIMER: While we have made efforts to ensure that the information contained is accurate, the tourism, hospitality and events industry is dynamic. Some businesses cease to operate while others start up, new products are developed and existing ones are modified. Refer to your trainer for current updated information. iii
4 TOPIC 1 BUILD BUSINESS RELATIONSHIPS At the end of this topic you should be able to: Establish relationships within appropriate cultural context in a manner that promotes goodwill and trust between the organisation and its customers and its suppliers. Build trust and respect in business relationships through use of effective communication skills and techniques. Identify and take up opportunities to maintain regular contact with other businesses, customers and suppliers. Introduction No business can survive without the goodwill that is developed through establishing mutually beneficial relationships between the organisation, customers and suppliers. It is impossible to work in the tourism, hospitality and events industry without possessing the ability to effectively establish a wide variety of business relationships in a variety of contexts, including our contemporary cultural environment. In this topic we will examine and discuss the building of trust and respect with the use of effective communication skills and how to identify and use the opportunities that arise to maintain regular contact with your customers and suppliers, thus ensuring the maintenance of business relationships. 7
5 SITXMGT006A Establish and conduct business relationships Activity What do you understand to be the meaning of the term business relationship? 2. Now consider this term in the following ways. a) Imagine yourself as a customer dealing with a retail travel agency what does it mean to you to have a good business relationship with this company? b) You are the manager of a large hotel in the city. What does it mean for you to have a good business relationship with your various suppliers? What does it mean to have a good relationship with your distribution companies (i.e. travel agents, tour wholesalers)? c) You are an events coordinator organising large events in regional areas. What does it mean to you to have good relationships with your suppliers and venues? 8
6 Feedback The essence in defining a business relationship is that it is one which is mutually beneficial. That is, both or all parties receive a similar range of benefits from the relationship. As in any business situation the tourism, hospitality and events industry seek to portray a positive, professional reputation and image amongst consumers, existing customers and the firms that they do business with, in order for them to make a profit and be successful. One of the most important benefits of having a good relationship with your travel agent is that the better they know you the better their position to service your needs. In regard to the benefits an organisation will gain from having strong relationships with suppliers the most important inevitably will be in regard to getting advance warning of changes to such things as prices, commissions etc and having access to special rates and conditions. Establishing Business Relationships Establish relationships within appropriate cultural context in a manner that promotes goodwill and trust between the organisation and its customers and its suppliers. You are already aware of the fact that tourism, hospitality and events businesses interrelate with one another to provide a customer s experience. As such it is important for you to consider all the firms involved in the purchase and delivery of your services and the importance of developing a good business relationship with them. Developing good business relationships with other firms and organisations in the tourism, hospitality and events industry will provide many positive advantages to your business, not the least of which will perhaps be in the form of preferential commissions or prices, access to specialised goods and services and accreditation as a preferred product seller. The business relationships you have with the various suppliers and intermediaries you work with and the ones you may choose to work with in the future will result in: Whether you secure good rates from suppliers. Your knowledge of the industry so far allows you to understand the significance of this point. Obviously the better the rate/s you can negotiate the more attractively you can package the price for the customer and of course the greater the profit you make! Also your package will seem more attractive as opposed to your competitors. Suppliers will only offer good rates to businesses they have good business relationships with. Some suppliers will not even negotiate with organisations they consider unreliable and unprofessional. Of course, in their view, doing business with these firms will ultimately harm their own product s reputation and success. How quickly your business is dealt with in business arrangements. Tourism, hospitality and events business environments can change drastically and suddenly. It is important for you to conduct business dealings with suppliers who respond to your requests for information, rates, specials, and promotions and so on with a rapid turnaround. If your firm does not have a good business relationship with suppliers, your priorities will seem of little significance to them. This attitude may ultimately harm your business viability and profitability. 9
7 SITXMGT006A Establish and conduct business relationships How well intermediaries and suppliers promote you. You already know that preferred product agreements often dictate what tourism intermediaries recommend and sell to consumers. However a firm who promotes and recommends another with a poor business attitude and relationship with them would seem ridiculous, even regardless of the agreements entered into. The features of good business relationships already discussed tell you this. The long-term nature of your relationship. Good business relationships are developed with a long-term view. You don t build trust, reliability and so on for short-term gain. Even if your business changes direction and does not negotiate with another, the relationship that has developed still needs to be maintained to preserve your business s reputation. Equally important are the relationships you build with your customers. Whilst they may not have the same type of structured business approach that a firm has with its suppliers, the customer relationship is nevertheless one of business, a fact that is often overlooked by service providers in the tourism, hospitality and events industry. Many consultants and service personnel do form close relationships with their customers but of the informal type that encourages a familiarity with the client. This is ok provided that the consultant never forgets their responsibility to do the best for the client at all times. Customers, clients and guests who purchase tourism, hospitality and events goods and services are purchasing what is often an expensive product, one that is intangible. They therefore must rely on advice provided to them by sellers as to the quality and features of the product they are buying. As such, deciding which business to place their trust in is often a daunting activity for the customer. They will ultimately become loyal to a travel agent, hotel or hotel chain, airline or event manager once they have experienced positive outcomes and the reliability and professionalism of one or other business. Of course other factors such as price and appeal of the service are linked to their decision, but often businesses fail to consider the importance of developing goodwill and trust and therefore a good relationship with their customers. Trust matters in many ways to a business. It affects customer loyalty, staff morale, the managing of diversity, staff turnover and profitability. Business researchers have identified five components of trust (Robbins et al, 2000): Integrity: honesty and truthfulness Competence: technical and interpersonal knowledge and skills Consistency: reliability, predictability and good judgement in handling situations Loyalty: willingness to protect people and save face for them Openness: willingness to share ideas and information freely There is also the issue of ethics in business. Ethics are said to be a system of moral values, often culturally based, that determine our perception of what is, and is not, acceptable behaviour. It is about professional standards and conduct and the ability and discipline to know the difference and to act upon it. 10
SIT07 Tourism, Hospitality and Events Training Package V3.0 SITXMGT006A Establish and conduct business re lationships Learner guide Version 2
SIT07 Tourism, Hospitality and Events Training Package V3.0 SITXMGT006A Establish and conduct business relationships Learner guide Version 2 Training and Education Support Industry Skills Unit Meadowbank
More informationSIT07 Tourism, Hospitality and Events Training Package. SITXGLC001A Develop and update legal knowledge required for business compliance SAMPLE
SIT07 Tourism, Hospitality and Events Training Package SITXGLC001A Develop and update legal knowledge required for business compliance Learner guide Version 1 Training and Education Support Industry Skills
More informationSITTTSL004A Source and provide Australian destination information and advice SAMPLE. Learner Resource
SITTTSL004A Source and provide Australian destination information and advice Learner Resource Training and Education Support Industry Skills Unit Meadowbank Product Code: 3042 Acknowledgments TAFE NSW
More informationSIT07 Tourism, Hospitality and Events Training Package. SITXCOM003A Deal with conflict situations SAMPLE. Learner guide. Version 1
SIT07 Tourism, Hospitality and Events Training Package SITXCOM003A Deal with conflict situations Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank Product Code: 2713
More informationSIT07 Tourism, Hospitality and Events Training Package. SITXENV001A Participate in environmentally sustainable work practices SAMPLE.
SIT07 Tourism, Hospitality and Events Training Package SITXENV001A Participate in environmentally sustainable work practices Learner guide Version 1 Training and Education Support Industry Skills Unit
More informationSITTTSL003A Source and provide international destination information and advice SAMPLE. Learner Resource. Product Code: 2662
SITTTSL003A Source and provide international destination information and advice Learner Resource Product Code: 2662 Acknowledgments TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank
More informationSIT07 Tourism and Hospitality Training Package SAMPLE. SITTGDE003A Coordinate and operate a tour. Learner guide. Version 1
SIT07 Tourism and Hospitality Training Package SITTGDE003A Coordinate and operate a tour Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank Product Code: 5367 Acknowledgments
More informationSAMPLE. SITXMPR005A Develop and manage marketing strategies. Learner guide. SIT07 Tourism and Hospitality Training Package.
SIT07 Tourism and Hospitality Training Package SITXMPR005A Develop and manage marketing strategies Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank Product Code: 4006
More informationSIT07 Tourism, Hospitality and Events Training Package V3.0. SITTTSL003A Source and provide international destination information and advice SAMPLE
SIT07 Tourism, Hospitality and Events Training Package V3.0 SITTTSL003A Source and provide international destination information and advice Learner guide Version 2 Training and Education Support Industry
More informationMEM05 Metal and engineering Core unit SAMPLE. MEM13014A Apply principles of work health and safety in the work environment.
MEM05 Metal and Engineering Training Package MEM05 Metal and engineering Core unit MEM13014A Apply principles of work health and safety in the work environment Learner guide Version 1 Training and Education
More informationCHC08 Community Services Training Package Version 4 CHCORG614C. Manage a community sector organisation SAMPLE. Learner guide.
CHC08 Community Services Training Package Version 4 CHCORG614C Manage a community sector organisation Learner guide Version 2 Training and Education Support Industry Skills Unit Meadowbank Product Code:
More informationSAMPLE. Participate in OHS processes HLTOHS200A. Learner guide. HLT07 Health Training Package. Version 1
HLT07 Health Training Package Participate in OHS processes HLTOHS200A Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank Product Code: 2996 Acknowledgments Training
More informationSAMPLE. CHCORG303C Participate in the work environment. Learner guide. CHC08 Community Services Training Package. Edition 1
CHC08 Community Services Training Package CHCORG303C Participate in the work environment Learner guide Edition 1 Training and Education Support Industry Skills Unit Meadowbank Product code 5740 Acknowledgments
More informationBEGINNER S GUIDE TO ISO 9001 : Quality Management System Requirements Explained
BEGINNER S GUIDE TO ISO 9001 : 2015 Quality Management System Requirements Explained What is ISO 9001 : 2015? Why use it? ISO 9001 is an internationally recognised standard in quality. It is a guide to
More informationTRUST & RELATIONAL CONTRACTING
TRUST & RELATIONAL CONTRACTING EXTRACT FROM MDL PAPER ON RELATIONAL CONTRACTING 1.0 THE RELEVANCE OF TRUST IN CONTRACTING 1.1 The role of trust in building relationships is fast gaining ground in the theory
More informationIntroduction. Understanding visitor needs is about understanding who your customers are and what they want.
UNDERSTANDING Introduction In this guide we ll help you to identify and develop quality visitor experiences that meet and exceed consumer expectations. We ll focus on the importance of researching the
More informationThis workbook supports BSBCUS401B Coordinate implementation of customer service strategies in the BSB07 Business Services Training Package.
Coordinate implementation of customer service strategies This workbook supports BSBCUS401B Coordinate implementation of customer service strategies in the BSB07 Business Services Training Package. Upgraded
More informationQUALIFICATION HANDBOOK
QUALIFICATION HANDBOOK Level 2 Certificate in Principles of Sales (QCF) (7711-02) April 2011 Version 1.3 (November 2012) Qualification at a glance Subject area City & Guilds number 7711 Age group approved
More informationChapter One: Introduction to Marketing... 2 Chapter Two: The Marketing Environment and Marketing Analysis Triple Bottom Line...
CONTENTS Chapter One: Introduction to Marketing... 2 Chapter Two: The Marketing Environment and Marketing Analysis... 7 Triple Bottom Line... 9 Chapter Three: Market Research... 11 Chapter Four: Consumer
More informationMKTG101. Marketing Fundamentals
MKTG101 Marketing Fundamentals MKTG101 - Marketing Fundamentals Table of Contents Brief Overview: Learning Outcome... 1 Learning Objective... 1 Lecture 1 Introduction... 2 Lecture 2 The Marketing Environment...
More informationCOMPETITION LAW POLICY & GUIDELINES
COMPETITION LAW POLICY & GUIDELINES Australian Financial Markets Association www.afma.com.au COMPETITION LAW POLICY & GUIDELINES Version 2 January 2018 Australian Financial Markets Association Enquiries
More informationINTRODUCTION TO GENERAL MANAGEMENT
INTRODUCTION TO GENERAL MANAGEMENT Timeframe: 16 hours Describe the organisational Explain the basic economic systems in which organisations operate Learning outcomes: Explore the different forms of enterprise
More informationLevel 5 NVQ Diploma in Management and Leadership Complete
Learner Achievement Portfolio Level 5 NVQ Diploma in Management and Leadership Complete Qualification Accreditation Number: 601/3550/5 Version AIQ004461 Active IQ wishes to emphasise that whilst every
More informationPrinciples of customer service in hospitality, leisure, travel and tourism
Unit 292 Principles of customer service in hospitality, leisure, travel and tourism QCF Level 2 Credit value 1 UAN T/600/1059 NOS N/A Unit aim and purpose To meet the requirements of the Hospitality, Leisure,
More informationTHE MARKETING ENVIRONMENT
THE MARKETING ENVIRONMENT It is useless to tell a river to stop running; the best thing is to learn swimming in the direction it is flowing ANONYMOUS MARKETING ENVIRONMENT The marketing firm operates within
More informationPhilippe Claessens Chief Executive Officer Herstal Group
Charter of Ethics Dear Sir, Madam, This Charter of Ethics is a formal expression of the basic ethical principles of our Group. As the Herstal Group continues to grow and new employees join our organization
More informationAn overview of marketing - Lecture 1. Marketing
An overview of marketing - Lecture 1 Marketing Marketing is a social and managerial process by which individuals and organisations obtain what they need and want through creating and exchanging value with
More informationA Guide FOR. Employers. with your. provider
A Guide FOR Employers Working with your local learning provider ABOUT PEARSON At Pearson, we take learning personally. We are the world s leading learning company, providing education and assessment services
More informationROLE PROFILE ROLE SUMMARY KEY WORK OUTPUT AND ACCOUNTABILITIES
ROLE PROFILE Role title Division Location Reporting structure Hospital General Manager Hospital Division Netcare The Bay Hospital Regional Director Coastal Region Closing date 06 July 2018 ROLE SUMMARY
More informationUnderstanding Visitor Needs
Understanding Visitor Needs Contents 1 Introduction... 2 2 Researching The Market... 2 3 Customer Surveys... 3 4 Mystery Shoppers... 3 5 You Are The Product... 4 6 Segment Your Thinking... 4 7 Questions
More informationMENTORING G UIDE MENTEES. for BY TRIPLE CREEK ASSOCIATES, INC Mentoring Guide for Mentees
MENTORING G UIDE for MENTEES BY TRIPLE CREEK ASSOCIATES, INC. www.3creek.com 800-268-4422 Mentoring Guide for Mentees 2002 1 Table of Contents What Is Mentoring?... 3 Who Is Involved?... 3 Why Should People
More informationHow do I: know if I am ready to supply the foodservice market?
How do I: know if I am ready to supply the foodservice market? The foodservice market is both fast growing and dynamic. Unfortunately, it is also highly complex and fragmented (see How do I: Better understand
More informationSAMPLE. CHCINF407C Meet information needs of the community. Learner guide. CHC08 Community Services Training Package. Version 1. Product Code: 3008
CHC08 Community Services Training Package CHCINF407C Meet information needs of the community Learner guide Version 1 TRAINING AND EDUCATION SUPPORT INDUSTRY SKILLS UNIT MEADOWBANK Product Code: 3008 Acknowledgments
More informationMEM05 Metal and Engineering Training Package. MEM05 Metal and engineering core units SAMPLE. Learner guide. Version 3
MEM05 Metal and Engineering Training Package MEM05 Metal and engineering core units Learner guide Version 3 Training and Education Support Industry Skills Unit Meadowbank Product Code: 5808 Acknowledgments
More informationVolunteer Coordinator
Volunteer Coordinator Ronald McDonald House Charities believes that it s people are an essential part of the Charity and value them and their contribution. This Success Profile adds to the overall value
More informationLevel 7 NVQ Diploma in Construction Senior Management. Qualification Specification
Qualification Specification ProQual 2017 Contents Page Introduction 3 Qualification profile 3 Qualification Structure 4 Centre requirements 6 Support for candidates 6 Links to National Standards / NOS
More informationLevel 7 NVQ Diploma in Construction Senior Management. Qualification Specification
Qualification Specification ProQual 2017 Contents Page Introduction 3 Qualification profile 3 Qualification Structure 4 Centre requirements 6 Support for candidates 6 Links to National Standards / NOS
More informationLevel 7 NVQ Diploma in Construction Site Management. Qualification Specification
Level 7 NVQ Diploma in Construction Site Management Qualification Specification ProQual 2016 Contents Page Introduction 3 Qualification profile 3 Qualification Structure 4 Centre requirements 6 Support
More informationWork Profile. Overview of Program. Key Relationships / Interactions
Work Profile Position Title: Golf Function and Administration Officer Position Number: 1256 Responsible To: Council Program: Golf Supervisor Active City Classification Level: Leisure Services Level 3 Overview
More informationLecture 1: Introduction to Marketing; The Marketing Environment and Market Analysis Chapters 1.
Lecture 1: Introduction to Marketing; The Marketing Environment and Market Analysis Chapters 1. What is marketing? Marketing- the activity, set of institutions, and processes for creating, communicating,
More informationINTRODUCTION TO SMALL BUSINESS MANAGEMENT
INTRODUCTION TO SMALL BUSINESS MANAGEMENT Starting a small business is not an easy decision. Most people are able to relate a story of a small business operation that did not succeed. Success in running
More informationcompanydirectors.com.au ASX 200 Roundtable Summary Paper 2015 Succession Planning ASX 200 Supporting Partner
ASX 200 Roundtable Summary Paper 2015 Succession Planning ASX 200 Supporting Partner Succession Planning At a recent Australian Institute of Company Directors ASX 200 round table, directors agreed that
More informationAdvanced Diploma in Tourism and Hospitality Management
Face to Face Contact Hours Guided Learning Independent learning Assessment preparation Advanced Diploma in Tourism and Hospitality Management Qualification Modules # Code Module Name 1 201 Organisation
More informationPRODUCTIVITY & PERFORMANCE
PRODUCTIVITY & PERFORMANCE S WELLBEING IS DEFINED AS A STATE IN WHICH EVERY INDIVIDUAL REALISES THEIR OWN POTENTIAL, CAN COPE WITH THE NORMAL STRESSES OF LIFE, CAN WORK PRODUCTIVELY AND FRUITFULLY, AND
More informationCODE OF ETHICS DELACHAUX Group
CODE OF ETHICS DELACHAUX Group "The Delachaux Group commitment": Respect the law and professional ethics For over a century, the DELACHAUX Group has been developing its expertise in various businesses
More informationSAMPLE. MEM05004C Perform routine oxyacetylene welding. Learner guide. MEM05 Metal and Engineering Training Package. Version 1. Product Code: 5539
MEM05 Metal and Engineering Training Package MEM05004C Perform routine oxyacetylene welding Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank Product Code: 5539 Acknowledgments
More informationIntroduction... CONTENT
Introduction... Whether applying for a promotion or your very first job there are a number of steps you must take to be ready for that all important interview. When the email or SMS comes to invite you
More informationAustralian Financial Markets Association. Principles relating to product approval - retail structured financial products
Australian Financial Markets Association Principles relating to product approval - retail structured financial products October 2012 Copyright in this publication is owned by the Australian Financial Markets
More informationTHE ROLE OF THE IMMEDIATE SUPERVISOR
ENHANCING EMPLOYEE ENGAGEMENT: THE ROLE OF THE IMMEDIATE SUPERVISOR Dale Carnegie Training White Paper Copyright 2012 Dale Carnegie & Associates, Inc. All rights reserved. Enhance_engagement_062513_wp_EMEA
More informationRECRUITMENT.
www.tbsminingsolutions.com RECRUITMENT ABOUT US TBS Mining Solutions Pty Ltd is a unique global service provider in the mining industry. Our globally experienced personnel are dedicated to ensuring our
More informationPOSITION DESCRIPTION. International and Business Development/International Education
POSITION DESCRIPTION POSITION TITLE: DIVISION / DEPARTMENT: International Recruitment Officer International and Business Development/International Education CLASSIFICATION LEVEL: PACCT Level 4 MODE OF
More informationLevel 5 NVQ Diploma in Management and Leadership. Qualification Specification
Level 5 NVQ Diploma in Management and Leadership Qualification Specification ProQual 2017 Contents Page Introduction 3 Qualification profile 3 Qualification structure 4 Centre requirements 6 Support for
More informationILO Poverty Reduction through Tourism Training Program MODULE 3 PROMOTION AND MARKETING IN TOURISM
ILO Poverty Reduction through Tourism Training Program MODULE 3 PROMOTION AND MARKETING IN TOURISM 1 Module 3 Learning Objectives 2 1. Understand the concept, characteristics and relevance of destination
More informationQuality Management System Guidance. ISO 9001:2015 Clause-by-clause Interpretation
Quality Management System Guidance ISO 9001:2015 Clause-by-clause Interpretation Table of Contents 1 INTRODUCTION... 4 1.1 IMPLEMENTATION & DEVELOPMENT... 5 1.2 MANAGING THE CHANGE... 5 1.3 TOP MANAGEMENT
More informationOur passion is creating highly effective sales and marketing strategies for SMEs and then helping them achieve their vision.
Our passion is creating highly effective sales and marketing strategies for SMEs and then helping them achieve their vision. 2017 BROCHURE index 3 4 6 9 11 14 17 21 24 Welcome to our business What we do
More informationHandbook. Level 1 Award in Retail Knowledge (QCF) RKA01
Skillsfirst Awards Handbook Level 1 Award in Retail Knowledge (QCF) RKA01 Suite 215 Fort Dunlop Fort Parkway Birmingham B24 9FD www.skillsfirst.co.uk Contents Page Section 1 Introduction 2 Section 2 Skillsfirst
More informationViridor Core competencies edition
Viridor Core competencies 2014 edition Giving the world s resources new life Challenge for change The world is changing. Once there was waste. Now there are valuable resources society must challenge itself
More information0450 BUSINESS STUDIES
CAMBRIDGE INTERNATIONAL EXAMINATIONS Cambridge International General Certificate of Secondary Education MARK SCHEME for the May/June 2015 series 0450 BUSINESS STUDIES 0450/13 Paper 1 (Short Answer/ Structured
More informationBuilding Conscious Capitalism by Inspiring People and Stakeholders
Book Summary L06/2014 Public Affairs Building Conscious Inspiring People Profits for a company are like red blood cells for people, but are profits the only thing that matters? Life needs other motivation
More informationPosition Description
Position Description Wesley Training Programs Manager Wesley Vocational Institute Agreement Signed Programs Manager Signed Operations Manager, Wesley Training Name Name 1 Date Date This position description
More informationOPERATIONAL CASE STUDY NOVEMBER 2016 EXAM ANSWERS. Variant 1. The November 2016 exam can be viewed at
OPERATIONAL CASE STUDY NOVEMBER 2016 EXAM ANSWERS Variant 1 The November 2016 exam can be viewed at https://connect.cimaglobal.com/resources/november-2016- operational-case-study-variant-1 SECTION 1 SOLAR
More informationDEVELOPING A WINNING MARKETING PLAN
DEVELOPING A WINNING MARKETING PLAN SESSION OBJECTIVES Understand Marketing and definition Difference between sales and marketing The marketing mix Tools of promotion and determining which works best Online
More informationCUSTOMER INSIGHT THE GROWING IMPORTANCE OF CUSTOMER INSIGHT
CUSTOMER INSIGHT Once upon a time, retailers sought to understand their customers by grouping them into distinct categories or segments. Retailers would target different products and offers at each customer
More informationGroups Sales Executive Position Description
Groups Sales Executive Position Description majestichotels.com.au page 1 PURPOSE The Groups Sales Executive is predominantly responsible for sourcing and securing group business for all Majestic Hotels
More informationINSTITUTE OF HOSPITALITY AWARDING BODY CONFLICT OF INTEREST POLICY
INSTITUTE OF HOSPITALITY AWARDING BODY CONFLICT OF INTEREST POLICY Version 0.2, 13.08.2014 Institute of Hospitality Trinity Court, 34 West Street, Sutton, Surrey, SM1 1SH Tel:+44(0)20 8661 4900 www.instituteofhospitality.org.uk
More informationBA and BA (Honours) Hospitality Management
BA and BA (Honours) Hospitality Management Module summaries for Level 1 You will receive a Module Study Guide for each module included in your choice of course route. These should contain details of the
More informationCODE OF PRACTICE. The Code of Practice is available to all clients and is enforced by all at Quality Training and Hospitality College.
CODE OF PRACTICE This Code of Practice has been developed to provide students and clients with a commitment to the maintenance of high standards in the provision of vocational education and training and
More informationA management function Key component in communications strategy Deals with opinion create and sustain positive public opinion vis à vis the
What is PR? A management function Key component in communications strategy Deals with opinion create and sustain positive public opinion vis à vis the organisation Specific tools and methods for achieving
More informationEstablish and maintain a business relationship. D1.HCS.CL6.02 D1.HSM.CL5.05 D2.TCS.CL5.15 Trainee Manual
Establish and maintain a business relationship D1.HCS.CL6.02 D1.HSM.CL5.05 D2.TCS.CL5.15 Establish and maintain a business relationship D1.HCS.CL6.02 D1.HSM.CL5.05 D2.TCS.CL5.15 Project Base William Angliss
More informationstrategy execution results build your brand grow your sales
strategy execution results build your brand grow your sales Business to Business Marketing 101 Jainita Khatri jkhatri@pranabusinessconsulting.com 083 414 9796 @PranaBusCons Prana Business Consulting A
More informationSix ways English skills affect business results
Six ways English skills affect business results How to make sure your employees have the right level of English www.britishcouncil.nl/aptis 3 OVERVIEW 4 Background 5 The research CONTENTS 7 8 10 13 15
More informationThis workbook supports BSBCMM301B Process Customer Complaints in the Business Services Training Package.
Process Customer Complaints This workbook supports BSBCMM301B Process Customer Complaints in the Business Services Training Package. Upgraded to BSBCMM301B by Software Publications writing team Copyright
More informationCITHI. Contemporary Issues in the Tourism and Hospitality Industry. Examination. Date: 6 th June 2016 Time: to
CITHI Contemporary Issues in the Tourism and Hospitality Industry Examination Date: 6 th June 2016 Time: 09.30 to 12.30 Instructions Three hours are allowed for this paper which carries a total of 150
More informationPosition Summary. The key objective of this position is to assist the Society to fulfil its mission:
Position Details: Retail Operations Manager Incumbent TBA Position Status Full time Position Number TBA Position Classification SVDP 8.1 Location Toowoomba Diocese Toowoomba Line Manger Executive Officer
More informationThe concept of capital in Integrated Reporting. Integrated Reporting Update
This IR Update comprises the following: - Types of s - Maintaining s to create value in the future - Application of the s model for IR - Considerations in using the s model in IR - Examples of the different
More informationRECOMMEND PRODUCTS AND SERVICES CANDIDATE RESOURCE WITH SIMULATED ONLINE BUSINESS ASSESSMENT BSBPRO301A
RECOMMEND PRODUCTS AND SERVICES CANDIDATE RESOURCE WITH SIMULATED ONLINE BUSINESS ASSESSMENT BSBPRO301A Precision Group (Australia) Pty Ltd 44 Bergin Rd, Ferny Grove, QLD, 4055 Email: info@precisiongroup.com.au
More informationIntroduction to. marketing. theory and practice. Second edition. Adrian Palmer OXFORD UNIVERSITY PRESS
Introduction to marketing theory and practice Second edition Adrian Palmer OXFORD UNIVERSITY PRESS Preface Acknowledgments Guided tour of the textbook features v vii viii Marketing: the fundamentals 1
More informationLeisure Sales Manager Position Description
Leisure Sales Manager Position Description majestichotels.com.au page 1 PURPOSE Responsible for promoting all Majestic Hotels properties for the purpose of increasing sales revenue in the intrastate, interstate
More informationMark Scheme (Results) January 2010
Mark Scheme (Results) January 2010 GCE GCE Travel and Tourism (6996/01) Unit 10: Promotion and Sales in Travel & Tourism Edexcel Limited. Registered in England and Wales No. 4496750 Registered Office:
More informationDiploma of Hospitality Management SIT50416 SITXCOM005 Manage Conflict STUDENT HANDOUT
Diploma of Hospitality Management SIT50416 SITXCOM005 Manage Conflict STUDENT HANDOUT Manage Conflict SIT50416 This unit describes the performance outcomes, skills and knowledge required to resolve complex
More informationCODE OF ETHICS POLICY AND PROCEDURE
CODE OF ETHICS POLICY AND PROCEDURE Code of Ethics INDEX Page No. Index... 2 Introduction... 3 Policy Statement... 4 Responsibilities of the Trust...4-5 Responsibilities of the Individual...5-6 Transaction
More informationTourism and Events. Total marks 80. Section I Pages marks Attempt Questions 1 15
2013 H I G H E R S C H O O L C E R T I F I C A T E E X A M I N A T I O N Tourism and Events Total marks 80 Section I Pages 2 5 General Instructions Reading time 5 minutes Working time 2 hours Write using
More informationSales Executive Customer Service Skills TANTO
Sales Executive Customer Service Skills TANTO Introduction In this advanced session on customer service, the following topics will be covered: Introduction Introduction 1. The SAD Model 2. Service, Service
More informationUniversal Truth: Scenario. Market Issues in CRET. Repeat Visitor Concept. Market Issues. Market Research. Market Research
Universal Truth: Scenario Market Issues in CRET Pfister & Tierney, Chap 5 & 6, p. 87-132 In a CRET enterprise, you need to know your customer if you intend to be successful! If you don t know what it takes
More informationSKAA52 Support the work of your team and organisation
SKAA52 Overview Organisations must provide high levels of service to their customers and this requires a team effort from all staff and managers. This unit is about how you work well as a member of the
More informationLevel 7 NVQ Diploma in Strategic Management and Leadership. Qualification Specification
Level 7 NVQ Diploma in Strategic Management and Leadership Qualification Specification ProQual 2014 Contents Page Introduction 3 The Qualifications and Credit Framework (QCF) 3 Qualification profile 4
More informationHow to choose the right PCO
How to choose the right PCO These guidelines have been produced to assist you with the appointment of a Professional Conference Organiser (PCO). What is a PCO? A PCO is a company which specialises in the
More informationDestination. Client ing. Employee ing
10th Annual Tourism Conference Funchal, 6th of May 2016 Destination Client ing Employee ing 2 X Conferência Anual do Turismo - OE 1 Destination 3 Top of mind Small exercise, please respond to yourself:
More informationflexibility and mobility in the european labour market (HPSE-CT ), funded by the 5 th Framework Programme of the European Union.
ECER-Conference in Lisbon, September 2002 ECER 2002, Network 2: VETNET Conference paper: Vocational identity and working conditions in the sector of tourism: Teaching and negotiating identities: relations
More informationA Code for the Voluntary and Community Sector. The Code of. Good Governance. Revised 2016
A Code for the Voluntary and Community Sector The Code of Good Governance Revised 2016 1 Good Governance Foreword As Northern Ireland s charity regulator, the Charity Commission sees at first hand just
More informationJOB DESCRIPTION. Assessment Analyst. DIRECTORATE: Operations SALARY: 25,000 GRADE: 9 PURPOSE
JOB DESCRIPTION TITLE: Assessment Analyst REPORTS TO: Assessment Manager DIRECTORATE: Operations LOCATION: Birmingham SALARY: 25,000 GRADE: 9 STATUS: Permanent PURPOSE To make effective, evidence based
More informationGood Practice Guide. Training And Development. Investing Time and Resources to Improve the Effectiveness of Your Staff. No.6
No.6 Good Practice Guide Training And Development Investing Time and Resources to Improve the Effectiveness of Your Staff The value of investing in the development of staff in order to improve organisation
More informationSTATISTICAL ANALYSIS Ecotourism Australia (EA) Member Audit
STATISTICAL ANALYSIS (EA) Member Audit (EA) conducted Secret Shopping surveys recently, from May to June, on a sample size of one-third (150) of our members. Our operator s services were anonymously experienced
More informationIntroduction The importance of training and development
Introduction Harrods of London is a British institution. It is probably the most wellknown and respected retail store in the world. For 162 years, Harrods has built its unique reputation supported by its
More informationHOW TO LEAD YOUR COMPANY IN 22 STEPS THE ULTIMATE GUIDE TO LEADERSHIP SUCCESS. Leading4Growth Australia
HOW TO LEAD YOUR COMPANY IN 22 STEPS THE ULTIMATE GUIDE TO LEADERSHIP SUCCESS Leading4Growth Australia Introduction By Peter Cox Leadership 101 Do you wonder why some people can lead a team of hundreds,
More informationRole Description Director, Human Resources
Role Description Director, Human Resources Cluster Separate Agency Agency NSW Education Standards Authority Division/Branch/Unit Strategy and Delivery Location Sydney CBD Classification/Grade/Band PSSE
More informationUnit 4: Marketing Principles
Unit 4: Marketing Principles Unit code: F/601/0556 QCF level: 4 Credit value: 15 credits Aim This unit aims to provide learners with understanding and skills relating to the fundamental concepts and principles
More informationCORPORATE SOCIAL RESPONSIBILITY (CSR) POLICY
1. CSR Policy Introduction CORPORATE SOCIAL RESPONSIBILITY (CSR) POLICY The Board of Directors of the Port Authority of Jamaica (PAJ) (hereinafter referred to as the Board ) recognises that promoting long-term
More informationTourism Education as a Way to Create Value for the Industry: an Example from Haaga-Helia University of Applied Sciences
Tourism Education as a Way to Create Value for the Industry: an Example from Haaga-Helia University of Applied Sciences Ivan Berazhny, Alexandre Kostov, 1 International Business and Tourism, 2 Tourism
More informationDEVELOP AN ADVERTISING STRATEGY AND BRIEF FACILITATOR MANUAL & ASSESSMENT BSBADV512A
DEVELOP AN ADVERTISING STRATEGY AND BRIEF FACILITATOR MANUAL & ASSESSMENT BSBADV512A Precision Group (Australia) Pty Ltd 9 Koppen Tce, Cairns, QLD, 4870 Email: info@precisiongroup.com.au Website: www.precisiongroup.com.au
More information