An Analysis of Tourism and Hospitality Industry Developments

The provided content discusses various aspects related to the hospitality and tourism industry in India, with a focus on sustainability, challenges, and solutions. It includes research articles and books that explore topics such as sustainable tourism development, product innovation, stakeholders' theory, and marketing strategies. The authors present case studies from different countries, including Canada, Nigeria, Jordan, and Greece, to illustrate the complexities and opportunities in the industry. Overall, the content provides insights into the challenges and potential solutions for achieving sustainability and growth in the hospitality and tourism sector.

TOUR OPERATORS
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Table of Contents
INTRODUCTION................................................................................................................................3
TASK 1 Understand the tour operators industry within the travel and tourism sector........................3
1.1 Analysing the effect of current and recent trends and development of on the tour operators
industry............................................................................................................................................3
TASK 2 Understand stages involved in creating holidays...................................................................5
2.1 Stages of tour package and methods..........................................................................................5
2.2 Evaluating the suitability of different methods of contracting for different components of
holidays............................................................................................................................................6
2.3 Calculate the selling price of a holiday from given information...............................................6
Task 3 Be able to review brochures and methods of distribution used to sell holidays.......................8
3.1 Evaluate the planning decision taken for the design of a selected brochure.............................8
3.2 Assess the suitability of alternatives to a traditional brochure for different types of tour
operator..........................................................................................................................................10
3.3 Evaluate the suitability of different methods of distribution used to sell a holiday for different
types of tour operator.....................................................................................................................10
Task 4 Understand strategic and tactical decision making for tour operators ...................................11
4.1 Evaluate the strategic decisions made by different types of tour operator..............................11
4.2 Compare the tactical decisions that could be taken by a selected tour operator in different
situations........................................................................................................................................12
Conclusion .........................................................................................................................................12
References..........................................................................................................................................13
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INTRODUCTION
Since 2010, tourism has been the fastest growing sector in the UK in employment term and
the sector is predicted to grow at an annual rate of 3.8% by 2025. Domestic tourism remains the
biggest component of tourist spending in the UK; hence this has increased growth and success
aspects of the industry. In today's growing world, tourism is getting more attention because of the
improved service provision (Ottenbacher and Harrington, 2009). Travel and tourism sector is not
only regarded as a source of visiting different places; but also it is considered as the most important
industry that helps in economic development of the nation.
Thus, the present research study has been emphasizing on Cox and Kings which is the
longest established travel company operating business functions in UK, Japan, India and many
other countries. It is the leading holidays and education travel group that delivers different types of
services to the customers as per the requirements. Considering this, researcher has also stated the
effects of current and recent trends in travel and tourism industry. Along with this, discussion is also
made regarding suitability of different methods of contracting. While, developing tour packages, it
is essential for the tour operators to undertake strategic and tactical decisions so that all the
activities can be managed in effective manner.
TASK 1 UNDERSTAND THE TOUR OPERATORS INDUSTRY WITHIN THE
TRAVEL AND TOURISM SECTOR
1.1 Analysing the effect of current and recent trends and development of on the tour operators
industry
Travel and tourism industry is regarded as the most developed industry in recent scenario
because it highly contributes in economic development of the nation. Trends and development
aspects have been changing; therefore the industry is focusing more on technological dimensions.
This also generates the opportunities of growth and success which helps the entity to survive in
competitive market place (Pezenka and Buchta, 2012). The main purpose of Cox and Kings is to
provide travel and tourism services to the clients; therefore chief emphasis should be given towards
customer's needs and preferences. While delivering services to the client; the subsequent entity has
to ensure that quality amenities are included in diverse packages. 2 star, 3 star and 5 star hotels are
integrated in delivering same sort of services; therefore according to market forces, business
practices should be determined. Market trends have been changing continuously; therefore this can
also transform external and internal business environment of Cox and Kings (Pigram and Wahab,
2000). The practices of the subsequent entity is getting affected from several market forces and
trends and a few are discussed in the below mentioned section:
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 In order to survive in current competitive market place, all the business entities have been
emphasizing on new trends and dimensions and currently, central focus is given towards
internet marketing (Ziakas and Boukas, 2012). The source of internet has been adopted by
all the business entities so that convenient services can be delivered to the customers. This is
useful in terms of satisfying and retaining potential customers of the business entity.
Therefore, in such respect Cox and Kings should emphasize on e-marketing and e-business
so that amenities can be delivered properly. The entire information related to tour packages
and services should be communicated through online sources by putting it in official
websites of the business entity. Along with this, Cox and Kings should also provide
discounts and schemes to the clients so that they can promote it to other customers also
(Youell, 2000).
 Travel and tourism industry is also making several changes in the service provision and
along with this, new provisions are also included in the airport facilities. Everyday, so many
people travel different places; therefore Cox and Kings must focus on convenient service
dimensions.
 Like other business entities, Cox and Kings should also emphasize on online selling of
products and services. This reduces transportation and other costs and as a result, customer
satisfaction can be acquired prominently. People who travel frequently from one place to
another should get discounts and schemes which can also help the subsequent business
entity to encourage the level of customer base (Pigram and Wahab, 2000).
 There should be suitable level of coordination among the travel agency and tour operators
because through that only, better services can be delivered to the respective clients. Along
with this, accurate and relevant information should be communicated all the time so that to
protect the clients from exploitation and fraud.
 Cox and Kings has to focus more on quality dimensions so that customers can be retained
for longer time span (Williams and Elkhashab, 2012). It has been observed that, currently all
the business entities focuses on customer satisfaction aspects because that only enhances
productivity of the business entity. It is also essential for the business entity to acquire
feedback from the clients so that changes could be made accordingly. At the same time,
travel agency (Cox and Kings) can also upgrade the service provision according to market
trends and customer requirements. Thus, it is also essential in terms of enhancing the ratio of
customer satisfaction (Dolnicar and Leisch, 2012). There are several ways through which
service capability can be amended such as discount and schemes, loyalty benefits,
improvements according to customer requirements and so on.
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Thus, on the basis of above discussion it can be said that travel and tourism sector have to
make these changes according to market forces so as to remain in the same market place.
TASK 2 UNDERSTAND STAGES INVOLVED IN CREATING HOLIDAYS
2.1 Stages of tour package and methods
Cox and Kings is one of the largest tour operator in UK that provide differer type of tour
package and services to the client. The company gives luxury services to its clients so that tour
become memorable for them. In the present scenario customer satisfaction has become necessary
for businesses and it can be achieved by providing them best services. Cox and Kings has been
providing comfort service to the client including reasonable price range and all comfort services to
customers (Pezenka and Buchta, 2012). They are creating a sightseeing tour package for Chinese
student from London to Pairs. According to package student will provide comfort and luxury
services and fantastic view of Paris and it will be a five day tour. Along with it tour guide will also
show them cultural of the country.
Cox and Kings has to try make tour package more exciting and memorable for students for
which different methods are discussed below.
Market research: It is necessary to research that all famous place can be covered in the tour
package. They should try to include best services in their package and food service is providing to
them is of the best quality (Oskam and Karijomedjo, 2015). Market research also help in getting
useful information about major market players and their competitiveness. For tour package Cox and
Kings will try to make an effective plan as per the student's requirement. The knowledge regrading
current trend in market is helpful in making their package more interesting and attractive. This
research can help in knowing the view of customer about their interest which type of service they
want in Paris.
Planning and scheduling: For making any tour plan, it is necessary for Cox and Kings to
plan systematic and manage everything in effective manner. Information of services provide to
customer should be correct and accurate. Duration of package and number of destination include in
services information properly should be provided to customer (Kibicho and et. al., 2013). Proper
scheduling of activities according to number of days and nights will be required. They have to
arrange guide for Paris who can easily guide them about their cultural and show them interesting
places .
Forecasting: Forecasting will support the brand in determining the demand available in
market. Furthermore, it will also play very important in getting aware of the fact that what type of
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prices can be charged according to offer services. Appropriate forecasting will assist in completing
of entire tour within expected budget.
Contracting: At time of making tour package for Paris, it is necessary to know about
different contract method. So that tour package can be managed in appropriate manner. Suppliers
are involved for providing better services. Contract between hotel management and tour provider
should be well managed. No issues should be raised after visiting destination (Bramwell and Lane,
2000). They have to make sure customer is agree with there contract and agree all the terms and
condition of contract. Proper agreement should be signed between customer and tour traveller.
2.2 Evaluating the suitability of different methods of contracting for different components of
holidays
Since, Cox and Kings is a travel entity; therefore it is essential for the business to deliver
quality and prominent services to the clients. The various categories of services are tour services,
food & beverage services, accommodation facilities and etc (Dolnicar and Leisch, 2012). Demand
for travel and tourism has been changing because new and innovative provisions are added in the
service list which not only entices customers; but also helps the industry to grow and prosper more.
It is also vital for Cox and Kings to develop different types of contracts with the tour agents so that
requirements of tourists at different stages can be fulfilled. The categories of contracting has been
discussed in the below section: Fixed contract: These are made by service providers for the purpose of utilizing volume
based capacity in diverse tourism segments. This is not used in seasonal time period because
it aims to maximize the overall income capacity for better service delivery (Hartman and
Zandberg, 2015). Cox and Kings have developed package according to the expectations of
passengers. According to total capacity, bookings have been made and services are arranged
for the customers as per their needs. However, it is also associated with risk aspects in which
Cox and Kings could face issues from non utilization of the capacity. This package has been
designed so as to give tour services to Chinese students who are departing for Paris from
London.
 Sale only contract: Cox and Kings can also develop sale only contract which is designed for
a particular time period and also for specific market segment. Apparently, students who not
have purchasing power; therefore it is essential for the entity to include all such activities
that are affordable (Henderson and et. al., 2010). In sale only contract, it is essential for
other tour operator to emphasize on transportation and other services so that all the services
can be prominently utilized. These contracts are typically developed at the time of season
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where people prefer to visit different destinations.
These methods of contracting are useful for different components of holidays such as for
transport, hotels and attractions. Since, Cox and Kings has developed a package for 15 Chinese
students; therefore suitable provision should be there for hotel services, transport services and other
sight seeing aspects (Pezenka and Buchta, 2012). According to the categories of contracting, Cox
and Kings can serve these services in best possible manner.
2.3 Calculate the selling price of a holiday from given information
As per the present scenario, Cox and Kings has designed tour package for Chinese students
from London to Paris; therefore all the requisite services are must to include in the same package.
Exotic places should be included in the package so that students can derive wide range of
information about Paris and its cultural values. As per the services standards, quality services should
be delivered to the students (Huarng and et. al., 2012). Cox and Kings should also add customised
services for the Chinese students so that to satisfy them on higher extent. Prior informing the
students about the package, it is essential for Cox and Kings to determine budgetary aspects so as to
manage financial dimensions.
The package from London to Paris should include services like accommodation, food &
beverages, transportation facilities and other necessary provisions. It is also mandatory for the
service entity to ensure safe and secure travel to the students. This will assist Chinese students to get
the same tour packages in future also. Hence, business funds should be utilized according to the
areas of requirements. In such respect, Cox and Kings should formulate deal with subsequent hotel
entity so that students can stay there during the trip (Jauhari, 2009). However, in the present case
deal has been made with St Michelle Hotel of France where in students will be getting room
services on discounted prices. In the below mentioned section, prices for the services are
mentioned:
 60 euros for a twin room and that will be shared among 2 adults
 Supplement for bed and breakfast services is 10 euros per person per night
 Negotiation is also allowed for transportation company
 £1000 for a 20 seater luxury coach which included two drivers, fuel and all ferry taxes
 In case if students needs to hire local tour guide; then they have to pay £200 extra amount
for visiting in Paris.
Prices for different services have been included in the package; however that should be
integrated with profit margin so that it can be sold to large number of customers. The package
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should be constructed according to the purchasing capability of the Chinese students (Jayawardena,
2003). According to the tour package, each and every service should be customized and this is also
essential in terms of retaining the interest of clients. The entire package will cost around £1000 and
the details are mentioned in the below section:
Services Price per student Price for 15 students
Booking of tickets £280 £4200
Hotels and accommodation
services
£150 £2250
Bed and breakfast services £150 £2250
Transportation services £190 £2850
Fees of tour agent £230 £3450
Total of the package (Paris) £1000 £15000
In the above mentioned table, total selling price of the package has been stated for 15
Chinese students who are going to Paris from London through Cox and Kings. The cost for 15
students is £15000 when St Michelle Hotel of France is selected.
Cost per person to the hotel = £15000/ 15 = £1000
Selling price of the package is £1200
Profit percentage on selling price = 1200 – 1000 = 200
= (200/1200)*100 = 16.66%
Hence, the profit percentage on selling price is 16.66%.
Thus, according to the discussion, it can be said that Cox and Kings should deliver quality
services to the clients as specified in the tour package. It is essential for Cox and Kings to deliver
luxury services to the clients so that they can acquire rich experience from the service delivery
process. Several places of Paris should be included in the trip so that students can get knowledge of
different cultural and heritage aspects (Kibicho and et. al., 2013). All the basic facilities should be
included in the trip so that students need not to spend their resources while visiting different
destinations of Paris. Students should hire tour guide; however they will have to bear extra expenses
for that. Prices are determined according to purchasing power of the students. The entire package
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has been formed according to needs of students and it is also integrated with financial availability of
the company.
TASK 3 BE ABLE TO REVIEW BROCHURES AND METHODS OF
DISTRIBUTION USED TO SELL HOLIDAYS
3.1 Evaluate the planning decision taken for the design of a selected brochure
Brochure is a document where all the details of services provided to students are given
regarding the holiday tour. Brochure needs to be prepared by Cox and Kings so that it can help the
student to get knowledge of services which will be provided to them during the summer holiday
trip. There should be proper information about venue and services included in tour package
(O’Driscoll, 2008). Enticing destination and hospitality services have been included in the brochure
for getting attention of customer. Tour package needs to be made by keeping in view the needs of
Chinese students. Cox and Kings need to make e-brochure to entice and attract Chinese students
towards the trip (from London to Paris).
Brochure should be prepared according to the budget of company; hence there should be
proper utilization of resources. Chinese Students should know in which hotel they will stay and
information about transportation cost included in package as well (Odularu and Bankole, 2006).
The travelling mode from one destination to another should be mentioned in the brochure so as to
make the students aware about the entire services. To make attractive brochure, images of
interesting destination be included in package which are should be shown in format. Destination
images attract the customer and make them excited. Other extra activity service charged by
customer should be written in brochure.
In the brochure, three famous destinations of Paris Eiffel Tower, Montmartre and Notre
Dame of Paris are included which will be visited during the trip. It can satisfy the customer and
increase the trust of customer toward the Cox and Kings tour package (Oskam and Karijomedjo,
2015). Sightseeing of Paris and all the details should be highlighted in brochure for satisfying the
customer. Prominent services must be provided because customer satisfaction is necessary for Cox
and Kings. In Brochure, chief importance should be given to selection of destination so that to
attract students towards subsequent package.
In Brochure all the information related to package like food services, five star hotels or any
other extra activities should be included for attracting the customer (Ottenbacher, and Harrington,
2009). Cox and Kings is required to write the price charged for per student in package and details of
all the other facility. The package is of 5 days, Cox and Kings required to make proper plans for
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students. In holiday package information about Paris cultural and educational knowledge will also
be provided so that students can come across regarding cultural and heritage aspects of the city.
Venue and services covered in tour package should be of reasonable prices so that students can
easily afford such services (Petia and Peter, 2004). Format of tour package should be proper and
well mannered and details of place (where they visit) should be described in brochure. After
completing all legal aspects brochure can be promoted among the targeted customers.
TOUR PLAN FOR THE MAJOR DESTINATIONS OF PARIS
Fascinating view of Eiffel Tower (Paris) 2 days
Beauty of Cathédrale Notre-Dame de Paris (2 days)
Classic beauty of Montmartre (2 days)
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3.2 Assess the suitability of alternatives to a traditional brochure for different types of tour operator
The above mentioned brochure should be promoted adequately among the students and
other travellers so that they can also get adequate information about the places which they are going
to visit from London to Paris trip (Pezenka and Buchta, 2012). With the help of social media,
emails, e-brochure and bulletin boards, students can be delivered appropriate information about the
tourism services. Earlier, travel agency used to emphasize only on traditional brochure in which
entire information about the trip will be included. Along with this, price leaflet will also be included
with the number of days. This will assist Chinese students to get in-depth knowledge about all the
service provision. Since, time has been changed; therefore the pattern of developing brochure has
also been changed (Phillips, 2003). Thus, in such respect, Cox and Kings should include innovative
and creative aspects in the brochure so that large number of visitors can be persuaded for the
services.
In the present case, e-brochure has been made because that is more convenient and
reachable. Cox and Kings need to develop its way of approaching customers (Pigram and Wahab,
2000). Hence, social media will be used by the business entity for the purpose of promoting the
services included in the package. Apparently, modifications cannot be made in the brochure;
therefore it is vital for Cox and Kings to decide the final information prior giving the brochure for
printing. All the necessary information about the trip should be included in the brochure so that
Chinese students can grab accurate knowledge about the amenities. Tour entity, name of hotel and
identity of tour operators should be included in the brochure so that students can predict the type of
services included in the package. Besides this, only relevant and accurate information should be
included in the brochure so as to protect the students from cheating and fraud. Quality facets should
be included in all the services so as to maximize the interest of clients (Pitt and Hinks, 2001).
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3.3 Evaluate the suitability of different methods of distribution used to sell a holiday for different
types of tour operator
The methods of service promotion should always be used according to the targeted
customers and as per the type of tour package. Therefore, there should be suitable modes of
promotion adopted by Cox and Kings so that customers can be enticed at the same time:
Different methods of distribution Description
Through social media tools and websites In contemporary scenario, all the business
entities have been using social media tools so as
to promote the services on higher extent (Power,
Wehaln and Davies, 2008). Thus, Cox and Kings
can also promote the packages through social
media websites.
Through direct selling Direct selling is one of the most significant
sources through which packages can be
promoted among travellers. Thus, it is essential
for Cox and Kings to appoint a sales
representative who can directly promote the
package among the customers (Sharma and
Dyer, 2009). Different types of discounts and
schemes needs to be given to the students and
travellers so that they can promote it to other
people.
Customized packages In order to promote the types of services, Cox
and Kings can come up with different seasonal
packages where in customized services should
be included (Williams and Elkhashab, 2012).
Thus, according to seasonal changes,
destinations should be included accordingly.
Therefore, it is imperative for Cox and Kings to
maximize client base from diverse countries.
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TASK 4 UNDERSTAND STRATEGIC AND TACTICAL DECISION MAKING
FOR TOUR OPERATORS
4.1 Evaluate the strategic decisions made by different types of tour operator
Proper decisions should be taken by Cox and Kings so that to manage all the tour operations
in proper manner and this can also assist the business entity to reduce challenges related to
customized services (Williamson, 2003). Under strategic decisions, it is essential for Cox and Kings
to determine marketing practices so that proper area can be selected regarding marketing strategies
and tactics. In the above mentioned section, it has been specified that Cox and Kings has made plan
regarding London to Paris trip; therefore marketing practices should be determined accordingly.
Segmentation, targeting and other marketing strategies should be formulated at the initial stage so
that package can be promoted appropriately.
According to the needs of students, customized services should be included in the package.
In such respect, Thomas Cook should also take decisions related to customer satisfaction and
retention and for that package should be customized (Winckler, 2000). Prices should be determined
as per the purchasing power of the targeted people and through this, essential efforts can be made
for achieving market share. Both, Thomas Cook and Cox & Kings should accentuate on better
customer services so that growth and success opportunities can be augmented.
4.2 Compare the tactical decisions that could be taken by a selected tour operator in different
situations
Cox & Kings and Thomas Cook should undertake business decisions according to current
competitive environment. However, the business needs to emphasize on several ways through
which long term sustainability and market share can be acquired (Youell, 2000). The services of
both the entities should be technically concerned so that customers can access various information
about the existing package. Prior, coming up with new packages, Cox and Kings should also
conduct market research so that availability of competition can be analysed accordingly.
This is also beneficial in terms of managing business practices in optimum manner. At the
same time, internal business activities should be managed in adequate manner so that it can
underpin the customer base (Ziakas and Boukas, 2012). Moreover, focus should be paid on
customer and employee management and for that, diverse strategies should be formulated. All the
decisions related to package development to distribution should be adequately undertaken by the
business entities (Cox & Kings and Thomas Cook). This is imperative in terms of meeting demand
for travel and tourism services.
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CONCLUSION
Articulating the above study, it can be said that tour operators must provide proper
guidelines and information to the students regrading the availability of services in the subsequent
package. From the research work, it has been analysed that tour operators should prominently
promote the products and services so that customer satisfaction aspects can be maintained. In order
to maintain the performance standards, it is essential for the tour entities to emphasize on legal and
ethical services. It is also vital for Cox and Kings to undertake the strategic and tactical decisions
after discussing with the employees. In the current study, E- brochure has been made; therefore Cox
and Kings can promote the services through internet sources.
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