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Chapter 5 Case 4 and Questions

The document discusses a case where a telecommunications company hired hotel guest services managers to enhance customer service in their branches, resulting in successful career advancements for the hired professionals. It emphasizes the importance of cultural understanding and adaptability in a diverse workforce. Additionally, it outlines activities related to tourism professionals, including exploring dialects, service procedures, and the potential for cross-industry employment.

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92 views3 pages

Chapter 5 Case 4 and Questions

The document discusses a case where a telecommunications company hired hotel guest services managers to enhance customer service in their branches, resulting in successful career advancements for the hired professionals. It emphasizes the importance of cultural understanding and adaptability in a diverse workforce. Additionally, it outlines activities related to tourism professionals, including exploring dialects, service procedures, and the potential for cross-industry employment.

Uploaded by

czrnjdrgz123
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Case 4: Crossing Industries for Tourism Professionals

There was one time a giant telecommunications company that was growing very fast
requested that I provide them with 25 of the very best hotel guest services managers to lead their
premium branches all over the Philippines. The idea to transfer the technology of the provision
of excellent customer service in hotels to their telecom staff in these branches. The telecom giant
had to offer my candidates premium salaries, cars, and guaranteed bonuses for these hoteliers to
make an industry shift in their careers. It was a gamble both for the telecom giant as well as the
hoteliers. The good news is that more than 10 years later, the majority of these batch of 25 have
moved up the ladder in the organization to executive-level positions with added responsibilities.
In this age of open borders, real-time communications, and more and more digital natives joining
the workforce, multicultural diversity becomes easier to understand and accept as a mutual
reality and a responsibility.
Activities
1. Case 1: The Tourism Customer Travel Cycle
a. Identify the cultural elements that were impacted in the case.
b. Create scenarios of what other options could have been undertaken by the tourism
professional if he did not do as indicated in the case and the consequences that
could have happened for the individual and the tourism enterprise.
c. Consider the reflections. Choose one and expound how this can be applied in your
life as a student.

2. Case 2: The Tourism Professional and Balikbayans


a. Identify all the dialects spoken by your classmates.
b. Compute the percentage share of each dialect spoken in the class.
C. Compare the top 10 dialect spoken in class with the top 10 dialects spoken in the
entire Philippines.
d. Translate the following in various dialects:
i. Good morning, good afternoon, good evening
ii. Hello
iii May I help you?
iv. Enjoy your stay
V. Think of a greeting that may be of interest to your potential colleagues and
customers.

3. Case 3: Tourism Professionals in the Hotel


a. Group work: Aside from the hotel enterprise, identify tourism
professionals in other sectors in a guest’s service cycle.
b. Identify at least three Filipino service procedures, either unique to a
region or acceptable Filipino services. Explain the historical source of the
service procedures.
c. Demonstrate the service procedure.
d. Identify at least three international procedures and their origins.
Demonstrate it to the class.
e. Identify various tourism-related professional organizations
(Philippine-based) and at least five international
Professional organizations, the specific sector they serve,
Its current president, its membership fee, and its website.
f. Why do you need to know both local and international? Service
procedures?

4. Case 4: Crossing Industries for Tourism Professionals


a. Aside from the tourism sector, what other industries can a
Tourism professional work in?
b. What cultural elements will help a tourism professional succeed in this field?
c. Is culture uniquely a tourism concern? Why or why not?
d. What is a “digital native” and a “digital immigrant”? What are the applications
you have in your phone? Why Did you install them?

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