Tourism Industry KPIs and Management

This assignment delves into the concept of the tourism industry, focusing on its structure as a network of businesses offering attractive and affordable holiday packages. It examines the importance of Key Performance Indicators (KPIs) in evaluating business performance and guiding development strategies within the tourism sector. The assignment further explores methods for gathering employee feedback, communication protocols, and techniques for ensuring responsibility and accountability within tourism organizations.

MANAGE AND LEAD
PEOPLES

Table of Contents
INTRDUCTION .............................................................................................................................1
Part 1 ...............................................................................................................................................1
A. Monitor and manages the department- .................................................................................1
B. Identify new approaches ........................................................................................................2
C. Determine constraints to meeting-..........................................................................................2
D. List action plans if KPIs are not met-.....................................................................................3
E. Select methods of communication-........................................................................................3
Part 2 ...............................................................................................................................................4
A. Set job responsibilities and tasks-..........................................................................................4
B. Relate job responsibilities to specific performance indicators...............................................5
C. Identify methods to get employee feedback...........................................................................5
D. Promote professional development........................................................................................5
E. Use bonus and reward systems...............................................................................................6
F. Provide employees with feedback..........................................................................................7
G. Define the benefits of delegating tasks..................................................................................7
CONCLUSION ...............................................................................................................................7
REFERENCES ...............................................................................................................................8

INTRDUCTION
A tourism industry is defined as the group of small companies to deal in the providing the
attractive and affordable holiday packages to the consumers, within different cites, sates and
international level.
Concept of key performance indicators of the most frequently used in the term of tourism
business development and manages the all functions (Kouzes and Posner, 2011). In this industry
the key performance indicators providing employees with the clear goals and understand the how
they are relate to the business success. Those are indicators effect on the performance-
Part 1
A. Monitor and manages the department-
Hotel and lodging
 Total numbers of hotel rooms.
 Rooms are divide by the number of customers.
 Increases the repeat customers are 30%.
 Average room rate divide by the numbers of room sold.
 Manager check the monthly outcomes. Weekly outcome checked by the head department
and recoded to the mangers. Head department check the result individual staff waiting each night to monitor the sales.
Food services management-
 Total food cost
 Average food cost
 Increases the food quality and quantity.
 Cost of food sale divide by the food revenue.
 Head food managers determine the ratio of the food sales and also identify the average
food spend to cover the customers. Head chafe check total sales revenue given by the regular chafe.
Travel and tourism-
 Total numbers of visitors
 Numbers of transportation
 Increase the repeat the numbers of visitors 20%.
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 Total numbers of visitors divide by the total numbers of transportation.
 Coordinator are manage the all tour activities and create the new events provide the best
services of the transportation (.Anderson and Anderson, 2010).
 Transportation specialist to give the report of the all expense in the transportation.
B. Identify new approaches
Hotel and lodging-
 Increases the total sales per visitor
 Selling the drinks and room to increases sales per visitors to benefit for the company. Identify the best hotel and rooms services that are suggest by the employers to use the
method of sales.
Food services management-
 Increase the total foods order by the customers.
 Selling the fast foods and beverages to increases the food profit revenue. Coordinators suggest the best food in the menu it is a method of increase the profit.
Travel and tourism-
 Use the minimum transportation services.
 Get the high charges by the customers and use the minimum services.
 Transportation specialist manage the transportation cost and charge by the visitors to
maintain the expenses cost.
C. Determine constraints to meeting-
Loss of authenticity- Many cities has an affluent and divers heritage that is internal part
of the national heritage. It is a sundry aspect of the human cilivlization and represent the culture
of the country. The preservation of the heritage to be collaborate effort and between the states,
communities, local citizens of the city.
Lack of information for tourists- Information play a important role in the tourism
industry for visit a location. Agents are publish the brochure about the culture, map, place of
interest, activities are done by the visitors. The tourist cordial information with each others
relating to the place history, culture, festival activate and foods.
Lack of facilities and services- It is important that visitors are satisfied with the
destination and services. The basic need such as hotels, foods, facilities and clean eating places.
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Travel agents hire the local guide for the visitors. Travel are arrange the basic needs facilities for
the visitors such as convince services for travel, resting huts as a part of the culture. The service
guide give the information about the infrastructure of the state, history of the places, activities
and foods.
D. List action plans if KPIs are not met-
How to identify the struggling staff- As a managers to regularly check the every thing is
ok in the work environment. Identify the struggling to determine the issues in the performance of
the employers and understand the problems to communicate wit the employees. The human
resource team is visible all the time of the employees performance and team stand-up to share the
what they are working on the day (Spillane and Coldren, 2015). The project managers of a team
to identify the challenges and the new strategies for solve the problems.
Process involved in finding solution- Manager firstly identify the issue of the employee
and understand the every employees interest. Create a list of the all possible solutions and
determine the options. Select a best approach and create a document of the agreement of the
monitoring, brainstorming and at the evaluate the all process.
E. Select methods of communication-
There are many types of communication methods in the tourism industry.
Auditory communication is the type of the message perceived through the sense of the
hearing, words, music, noise and sounds. In the tourism industry communicate with the different
activities or objectives such as direct communicate, face to face activity, phone and radio
conversation.
Tactical communication give the message and received the message with the sense of the
touch such as shacking hands, tapping others shoulders can be have a negative or positive way.
There are different forms of communication to greeting the meetings and negotiation.
Multichannel from of communication includes the different sources to provide the
message in different senses at a time in the many ways. Its includes the many activities are role
playing, television, video call, computer etc.
Visual communication with the use of hand activity, gestures, images, charts, letters etc.
all these are communication forms in the visual methods to communicating with each others.
There are many different ways are includes such as letter, alpha-bates, invoice messages,
contracts and labels.
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The other methods which are used for the communication part is face-to-face
communication, email, teleconferencing and video conferencing with employees. In face to face
or one-on-one communication KPI could be easily conveyed to team members (Dewa,
Thompson and Jacobs, 2010). Email is the most commonly used communication in the business
world. It increases the efficiency and can even include the attachments which are required to
communicate KPI report can be delivered to the employees. Use of digital tools as
communication is also an effective ways to establish such goals. Due to advancement of the
technology people are now using video conferencing where multiple people can be connected at
the single time. Such communication helps to deliver the KPI to the team in more effective and
clear way. But it requires video equipment and technology department for its maintenance. KPI
can be successfully communicated through this methods and employees can share their views
and opinion in more clear ways.
Part 2
A. Set job responsibilities and tasks-
Tour manager responsibilities- A tour manager is a person to organise the all schedule of
the tour and travel activities include the such as book the hotel, food facilities, transportation and
managed the all activities play by the visitors (Kotler, 2011). There are duties and
responsibilities-
 Financial information include the ticket fees, hotel and food cost and other extra activities
play the visitors.
 Set the group travelling by bus, train, boat and plane.
 Welcome the all group in the holiday resorts fort he starting point and give the
information of the all arrangements of the travel.
 Check the tickets of the all visitors and the related document, allocation of the seats and
help in the passport issues of the many visitors.
 Give the information to the holidaymakers with the check in by the all customers, and
communicate a range of information about the culture of the city, infrastructure, festivals
and activities play by the visitors.
 Give the information to the all passengers about the departure time of the each location
and ensure the all members of the each group are back before the end time.
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 Manager create a specialist area of knowledge and use professional information to give
the answer of the all questions ask by the visitors and to fulfil the all expectations of the
tour.
 Manager make sure all travel arrangements in the tour to run according to proper plan
and set the all accommodation, meals and service for the customers.
 Manager are organise the entry to attractions and transport and ensure the tour is running
smoothly for every members of the group.
 Manager deal with the all emergencies, such as helping a holidaymaker who is ill or those
needing to contact family members urgently.
B. Relate job responsibilities to specific performance indicators.
Financial and document verify- All the visitors should know about the all prices are
include in the holiday package are include the transportation cost by the train, plane, boat, hotel
booking, foods, taxies rent and other extra activities (Dewa, Thompson and Jacobs, 2010). After
the financial information the manager verify the all documents of the all passengers such as
passports, tickets, coupon, rooms numbers and map.
Giving the information- Managers are give the information about the all location and
give the map of the all tour activities. Its give the activities about the hotels, rooms foods
services, check-in time, departure time of the all destinations and about the all transportation
services use in the different city.
Deal with the all emergencies- Manager deal with the all emergencies, such as helping a
holidaymaker who is ill or those needing to contact family members urgently. Its deal the
situation in the travel time the problem of the many peoples are fair for the hight.
C. Identify methods to get employee feedback.
Regular employers performance review- Manager during the review of the employers of
the performance to communicate with the every employee is a great feedback of the employee
performance and satisfaction. This review is a tool far or few workers are might feel comfortable
and their input are valued for the company.
Regular employee survey- Manager should talk with the every employee to survey the
employee performance and their outcomes. Its important for the create the new atmosphere of
the open communication and honesty without any fear.
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Suggestion box- Managers use the suggestion box to adopt the obtaining feedback. The
use of suggestion box can provide a great outlet for employee performance and outcome
feedback. It also lets the employees know their and others opinions are welcome outside of other
formal feedback collection methods.
D. Promote professional development.
Re-evaluate- Companies need to the skills of their employees and the managers to
understand the talent and potential of the employee and competencies that can be put to work in
a more effective way. Software of talent management can help to analysis to better broad
capabilities to match the related jobs.
Realign- Company consider skill of the workers who are in low demand in industry to
work in sectors and geographic regions the talents is high.
Retraining- Use the retraining method in the industries can help unemployed workers to
be trained in the skills needed by employers (Jensen, Patel and Messersmith, 2013). As the face
and technology of new industry changes, new skills are needed very high.
E. Use bonus and reward systems.
The purpose of the reward system to provide the best interest and motivation of the
employees towards the their work. The interest of the employees work with the more dedication
to maintain the performance. To motivate the employees by the compensation, quality
performance etc.
Rewards systems Positive Negative
Ownership option Employee get the ownership
as a leader by the its
capabilities to use the guide
the others.
Get the ownership that the
employee give the order as a
leader.
Compensation Give the compensation to a
employee for the best
performance and fulfil the life
style need.
Compensation for employee
to become ‘expected’ if
achieved often.
Extra bonus Bonus help the employee to Bonus giver the extra money
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help the peoples they have
need money.
tor the employee to get the
extra then the employee are
not realise the right and
wrong thing.
F. Provide employees with feedback.
WORK SCENARIO Feedback Method
Surveys Survey is identify the employees performance and the
also identify the needs of the employers at the work place.
Feedback Boxes The feedback boxes to know about the opinion about the
leader of the each group (Hesse and et. al , 2011). Its
determine the employees satisfaction level about their
leader.
User Activity This activity determine the about a company services to
get a sense of the total usage by the individual.
G. Define the benefits of delegating tasks
Task Benefits of delegation
Providing the information Benefit of the information given by the manager to help
the customers to understand the different city culture and
the location.
Verify the documents The documents verification is important for the company
and the visitors in any case of the fraud (Price and et. al ,
2010).
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Manges the activity Manage the activity is help in the time management and
to visit the all places and play the all different culture
activities.
CONCLUSION
A tourism industry is defined as the group of small companies to deal in the providing the
attractive and affordable holiday packages to the consumers, within different cites, sates and
international level. Concept of key performance indicators of the most frequently used in the
term of tourism business development and manages the all functions. Identify methods to get
employee feedback, responsibility and communication methods.
REFERENCES
Books and journals
Anderson, D. and Anderson, L. A., 2010. Beyond change management: How to achieve
breakthrough results through conscious change leadership. John Wiley & Sons.
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Dewa, C. S., Thompson, A. H. and Jacobs, P., 2010. Relationships between job stress and worker
perceived responsibilities and job characteristics. The international journal of
occupational and environmental medicine. 2(1 January).
Hesse, E. A. and et. al , 2011. Using a rapid communication approach to improve a POC
Chlamydia test. IEEE Transactions on Biomedical Engineering. 58(3). pp.837-840.
Jensen, J. M., Patel, P.C. and Messersmith, J.G., 2013. High-performance work systems and job
control: Consequences for anxiety, role overload, and turnover intentions. Journal of
Management. 39(6). pp.1699-1724.
Kotler, P., 2011. Reinventing marketing to manage the environmental imperative. Journal of
Marketing. 75(4). pp.132-135.
Kouzes, J. M. and Posner, B.Z., 2011. Credibility: How leaders gain and lose it, why people
demand it (Vol. 244). John Wiley & Sons.
Price, M. and et. al , 2010. Feedback: all that effort, but what is the effect?. Assessment &
Evaluation in Higher Education. 35(3). pp.277-289.
Spillane, J. P. and Coldren, A.F., 2015. Diagnosis and design for school improvement: Using a
distributed perspective to lead and manage change. Teachers College Press.
ONLINE
Manage and lead people. 2017. [Online]. Available through: <https://hbr.org/2015/06/leading-
people-when-they-know-more-than-you-do>. [Assessed on 8th May 2017].
Manage and lead people. 2017. [Online]. Available through:
<https://www.clemmergroup.com/articles/manage-things-lead-people/>. [Assessed on
8th May 2017].
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