BTEC Nationals Travel & Tourism Student Book

Front Cover
Contents
Introduction
Chapter 1: The World of Travel and Tourism
	A: Types of travel and tourism
		Types of tourism
		Types of travel
		Types of travel and tourism customer
	B: The types of travel and tourism organisations, their roles and the products and services they offer to customers
		Ownership and operating aims
		The key sectors of the travel and tourism industry
		Interrelationships and interdependencies in the travel and tourism industry
		Technology in travel and tourism
	C: The scale of the travel and tourism industry
		The importance of the UK as a global destination
		Employment in travel and tourism
		Visitor numbers
		Income and spending
	D: Factors affecting the travel and tourism industry
		Product development and innovation
		Other factors affecting the travel and tourism industry
Chapter 2: Global Destinations
	A: Geographical awareness, locations and features giving appeal to global destinations
		Geographical awareness
		Features and appeal of destinations
		Appeal and types of tourism
	B: Potential advantages and disadvantages of travel options to access global destinations
		Different types of gateways and transport hubs and their facilities
		Potential advantages and disadvantages of travel routes and transport providers
	C: Travel planning, itineraries, costs and suitability matched to customer needs
		Sources of information for travel planning
		Potential advantages and disadvantages of transport options
		Understanding of travel itineraries
		Type of customers and their needs
	D: Consumer trends, motivating and enabling factors and their potential effect on the popularity and appeal of global destinations
		Consumer trends affecting the appeal of global destinations
		Motivating and enabling factors affecting the appeal of global destinations
	E: Factors affecting the changing popularity and appeal of destinations
		Political factors
		Economic climate
		Accessibility and availability
		Image and promotion
		Changing markets
		Natural disasters
		Climate and its influence on travel
Chapter 3: Principles of Marketing in Travel and Tourism
	A: Explore the importance of focusing on meeting customer needs to the success of marketing activities in travel and tourism organisations
		Customer service in travel and tourism
		Customer communication, expectations and satisfaction
		Potential impact of customer service for the organisation
		Regulatory and organisational requirements
		Marketing activities in travel and tourism
	B: Examine the impact that marketing activities have on the success of different travel and tourism organisations
		The role of marketing in different travel and tourism organisations
		How marketing contributes to the success of travel and tourism organisations
		Influences on marketing activity
	C: Develop a marketing plan using research data that provides a viable business case
		Collecting market research data
		Analysing and presenting market research
		Marketing plan activity
	D: Investigate how the marketing plan meets industry and customer needs
		Assessing the marketing plan in meeting industry aims and objectives
		Assessing the marketing plan in meeting customer needs
Chapter 4: Managing the Customer Experience in Travel and Tourism
	A: Explore how effective customer service contributes to organisational success
		Customer service in travel and tourism
		Customer communication, expectations and satisfaction
		The potential impact of customer service for the organisation
	B: Demonstrate customer service in different travel and tourism situations
		Customer service skills and behaviours
		Dealing effectively with customer service requests and complaints
	C: Review effectiveness of own performance in customer service to add value to travel and tourism organisations
		Evaluate individual performance
		Adding value
	D: Plan to monitor and improve customer service to achieve organisational objectives
		How organisations research, monitor and analyse customer service
		The role of technology in the customer experience
		How organisations improve the customer experience
		Creating a customer-focused organisation and implementing service standards
Chapter 5: Travel and Tourism Enterprises
	A: Carry out market research to identify a new travel and tourism enterprise idea to meet the changing needs of consumers
		Types of market research
		Purpose of market research
		Interpreting research findings
	B: Develop a start-up plan for a new travel and tourism enterprise to meet the changing needs of consumers
		Legal aspects of the new enterprise
		Financial feasibility of the new enterprise
		Resources required for the new enterprise
		Documents to record the start-up plan for the new enterprise
	C: Prepare a marketing strategy to launch the new travel and tourism enterprise to raise consumer awareness
		Marketing mix
		Marketing strategy
	D: Carry out a pitch for the new travel and tourism enterprise start-up plan in order to generate interest in the new travel and tourism enterprise
		Opportunities to present your pitch to an audience
		Factors to consider when choosing presentation method and venue
		Appropriate resources
		Appropriate supporting documents
		Appropriate presentation skills
Mapping grid to the 2010 BTEC National specification
Index