THE TOURISM AND

HOSPITALITY
NETWORK AND
SUPPLY COMPONENTS

Angel Alicaba
Anna Aquino
Ruby Capili
Jethro Baron
 INTRODUCTION:

The travel industry is a tourism and hospitality network encompassing both the public and private
sectors. Businesses and organizations can be thought of as components of the travel industry and
categorized as direct providers, support services and tourism developmental organizations. The first
category involves organizations that provide services or products directly to the travelers. The second
category provides goods and services for both the travelers and for organizations that send goods and
services directly but not exclusively to tourists. The traveler receives the service indirectly through
these support services. The third category affects the other two categories, both directly and indirectly,
as well as the travelers. Thus, all aspects of the tourism and hospitality network are affected by
decisions of government agencies and planners.
Tourism and hospitality supply components are classified into five main categories: natural resources,
infrastructure, transportation, superstructure, and hospitality resources. Natural resources include
climate, topography, flora and fauna, lakes, rivers, volcanoes, waterfalls, caves, and canyons.
Infrastructure consists of facilities that are underground or on the surface, such as water, power,
communications systems, sewage and drainage, streets, highways, and bridges. Hospitality resources
refer to the general feeling of being welcomed that tourists receive in a destination area. It can be
improved by providing a program of hospitality training to tourism and hospitality personnel and
encouraging positive feelings toward tourism and hospitality and tourists by the general public.
Transportation includes passenger transportation facilities used on land, air, and sea. Superstructure
refers to facilities that are above the ground. Examples are hostel and other types of accommodation,
restaurants, and shopping centers.
 Tourism and Hospitality Supply Components
Tourism and hospitality supply components are classified into five main categories:

1. Natural resources — include elements in an area for the use and enjoyment of
visitors such as climate, landforms, terrain, flora, fauna, bodies of water, beaches, natural
beauty, and water supply for drinking, sanitation, and similar uses;
2. Infrastructure — consists of all' underground and surface developmental
construction such as water supply systems, sewage disposal systems, gas lines, electrical
and communications systems, drainage systems, and other constructed facilities such as
highways, airports, railroads, roads, drives, parking lots, parks, night lighting, marinas and
dock facilities, bus and train station facilities, and similar tourist service installations;
3. Superstructure — is the above ground facility services such as airport
buildings, passenger traffic terminals, hotels, motels, resorts, restaurants, shopping centers,
places of entertainment, museums, stores, and similar structures;
4. Transportation and transportation equipment — include items such as ships,
airplanes, trains, buses, limousines, taxis, automobiles, cog railways, aerial tramway, and
similar passenger transportation facilities; and
5.Hospitality resources include the cultural wealth of an area which makes possible the
successful hosting of tourists. Examples are the welcoming spirit of tourist business
employees, attitudes of the residents toward visitors, courtesy, friendliness, sincere
interest, willingness to serve and to get better acquainted with visitors, and other
manifestations of warmth and friendliness.
 Infrastructure
Infrastructure consists of all the underground and surface developmental
construction of a region, which is made up of water systems, communication networks,
healthcare facilities, transportation terminals, power sources, sewage/drainage areas,
1. Water. Sufficient quantity of pure water is essential. A typical resort requires
350 to 400 gallons of water per room per day.
2. Power. The important things to consider are that adequate supply of power is
available to meet peak load requirements, that continuity of service is and that the type of
power supplied is compatible with that used by the target market of the destination.
3. Communication. It is necessary that the telephone and/or telegraph service is
available.
4. Sewage/drainage. Sewer demand is often placed at 90% of domestic water
demand. Although water storage reservoir and sewage treatment plants can be designed on
the basis of maximum average demand, transmission lines must be designed on the basis of
maximum peak demand.
5. Healthcare. The type of healthcare facilities provided will depend on the number of
visitors expected, their ages, the type of activities in which they will engage, and local
geographical factors.
 6. Streets/highways. The availability of first-Class roads adds greatly to the
accessibility of a region. The following are certain ways to make the use of highways more
interesting to tourists:
a. provide close-up range views of local scenes;
b. change the elevation;
c. develop viewpoints and overlooks;
d. independently align dual-lane highways to fit into the land contour; and
e. select thin trees to reveal views. Design a dual system of higher speed lanes
flanked by roads for low-speed local traffic. Roads should be engineered for safety, taking
appropriate measures designed to safeguard the highway user.
 7. Transportation terminals. The following are the problems in terminal facilities and
ground transportation:
a. General. There is an almost complete lack of Coordination among the three
modes of air, rail, and bus. There is also a noticeable lack of consistency in standards and
procedures within each mode. Directional and informational signs are not uniform
throughout the system; public address announcements are often unintelligible.
b. Air. Long walks are required.in many terminals.
c. Rail. Parking is inconvenient and inadequate near larger terminals; use of
facilities by local transients and inadequate cleaning procedures lead to crowded and
unsanitary waiting rooms and restrooms; security to prevent thefts is lacking; information
and directional maps are not provided in most rail terminals; special transportation to and
from rail terminals is not provided; and urban transit and taxi service are often inadequate.
d. Bus. Terminals are dirty and crowded due to use by unauthorized people and
to inadequate cleaning procedures; boarding gates lack a system of orderly procedures
resulting in crowding when passengers are boarding; and inadequate protection is afforded
to passengers against traffic.

The following suggestions with regard to terminals and ground facilities may serve as
a guide in providing adequate services:
 • and bus service, -including information on fares and schedules;
• A system of standard signs and symbols should be developed and installed in
• all air terminals;
• Rapid updated arrival and departure information should be available on
• posted information boards, through public address announcements and to
• telephone callers;
• Personnel should always be available to assist passengers especially the aged,
• handicapped, and non-English speakers;
• Complete information should be provided on the locations, fares, schedules,
• and routes of local transportation services; and
• City maps should be made available to tourists.

8. Security. While on vacation, tourists are in an unfamiliar environment. Because of this, the need
for assurance regarding their safety is -important. The image gained of the destination may be
distorted. In addition, the costs of medical care are so expensive that concern about health in
foreign
countries may generate additional fears. Insecurities about food, water, or police protection may
prevent visitors from visiting. It is necessary that the basic need for security and safety be
considered
and assumed to make the potential tourist feel secure before and during the vacation.
 Hospitality Resources
Hospitality resources refer to the general feeling of being welcomed that the visitors
receive while visiting a destination area. It is the Way that tourist services are delivered by
service providers, as well as the general feeling of Warmth from the local population.
Tourists will have a more enjoyable vacation if they feel welcomed by the host population
and will certainly feel awkward and unhappy if they feel rejected.
Hospitality resources can be improved by training tourism and hospitality personnel
to be hospitable to encourage positive feelings toward tourism and hospitality and tourists
by the general public.

Hospitality Training
Hospitality training aims to motivate service providers to be hospitable in dealing
with tourists. It is assumed that providing more hospitable services will result to a more
satisfied tourist who will be inclined to return and advertise to other potential tourists
through word of mouth.
To enable service providers to render hospitable services, it is necessary to change
their present behavior. This change of behavior is brought about by a change in attitude and
an increase in the level of knowledge. The three aspects of attitudes are toward self, toward
others, and toward the tourism and hospitality industry.
 Attitude Toward Self
If an individual's self-esteem or attitude toward self is low, that individual will tend to
behave in such a way that the feedback from others will confirm the low opinion of himself.
Hence, it is necessary to change the individual's perception of self in order to improve his
behavior. If service providers can be made to believe that they and their work are
important, their work and their actions toward tourists will reflect this feeling. If service
providers can be viewed as hosts and hostesses rather that Just" employees, their selfimage may be
raised. The fact that dealing with and serving people is a very difficult task
should be stressed. Although it is relatively easy to deal with a satisfied guest, it is very
challenging to deal with visitors who are dissatisfied or are very demanding. The ability to
satisfy guests is a very demanding task. People who can do this have skills that should be
highly regarded by themselves and by others.

Attitude Toward Others The second aspect is the attitude toward others. Service providers should be
assisted in developing positive feelings toward fellow employees and tourists that will result in
positive behavior toward the tourists. This can be achieved by training the individual regarding
teamwork and interdependencies in getting the job done. The key to the development of positive
attitudes toward visitors is to be able to develop the ability to put oneself in the visitor's place. Roleplaying
can be used for this purpose. If the service providers can empathize with the tourists, accept
tourists as they are, understand that for tourists, the vacation is something that they have saved up
for the whole year or for a lifetime, and appreciate how tired they may be after a long trip, then, the
attitude is likely to be more positive.
 Attitude Toward the Tourism and Hospitality Industry
The third aspect is the attitude toward the tourism and hospitality industry. A positive attitude as
service providers toward tourists can be brought about only when employees are made aware of how
important tourism and hospitality is to their country, city, and community. By being aware of the
amount of revenue, jobs, taxes generated, and the dispersion of the tourist dollar throughout the
community employees may become convinced of the economics and social significance of the industry
of which they are a part of.

To facilitate a change in attitude, it is necessary to raise the level of knowledge of

the individual. This may be done in group sessions or through a variety of audiovisual means. To be
able to give advice or directions to tourists, employees can familiarize themselves with the surrounding
attractions and services through familiarization tours.

Employees should be instructed in group sessions with regard to verbal and nonverbal
behavior since many of them are unre of the negative messages their facial expressions
or posture give to tourists. With increasing the level of knowledge and teaching hospitable
behavior, it is hoped that the hospitality behavior level of service providers will be raised.

Community Awareness Programs

Although the tourists are most directly affected by the degree of hospitality shown by
service providers, the overall feeling of being welcomed within a community will also
enhance or detract from the vacation experience. Residents of a destination area cannot be
trained to act in a hospitable manner toward tourists, but a community awareness program
can help develop a more positive attitude toward the tourists. The aims of the program are
to build acceptance of tourism and to build an understanding of the tourists.
 An acceptance of tourism and hospitality cannot be built unless the benefits of
tourism and hospitality are made clear to the members of the community. The benefits of
tourism and hospitality are many, yet many people do not realize that they are positively
affected by it. It is necessary to convince the local citizens of the importance and relevance
of tourism and hospitality to them.

An understanding of who the tourist is can bring about a greater acceptance Of the
visitor. Knowing why people visit may result in a stronger civic pride.
There are various ways to communicate with the local community. Public meetings
can be held to discuss particular problems. A speakers' bureau composed of tourism
community leaders who can talk to community groups may be organized. Information
sheets and newsletters can be distributed throughout the destination area. Whatever
method is used, the main objective is to create a feeling of being welcomed for the tourists
within the community.
 Land Travel
1. Taxi and Limousine Service
Adequate taxi and limousine service are important in a tourist area. Taxis should
have removable and washable seat covers so that they will present a clean appearance to
the passenger. The taxi driver should always be courteous and helpful. He should open the
door for the passenger and assist him in getting the baggage from the trunk. Taxi drivers
should be trained in foreign language. If the drivers are generally weak in foreign language
ability, hotels can cooperate by providing written directions for the tourists to give to the
taxi driver regarding his destination and another written direction for the tourists to give to
the taxi driver to return to the hotel at the end of the trip.

2. Bus Service
Tour buses should have large windows, comfortable seats, air-conditioning unit, and
restroom facilities. Springs and other suspension systems in the tour buses should be
carefully designed to prevent joggling of passengers. Multilingual services or multilingual
tape-recording facilities with earphones for each passenger are desirable for touring areas
where an interpretation of the points of interest is necessary.
Persons assigned to the buses should be selected for their appropriate temperament,
courtesy, and hospitality. Tour guides and interpreters should be properly trained and
educated for their job to avoid the faulty interpretations of the tourist attractions. A
program of certification for tour guides should be conducted by a special school or provided
in the curriculum of an institution of higher learning. In such a program, competent
instructors should be hired to educate future guides in the history, culture, and the political
and economic systems of the tourist areas. Adequate knowledge of difficult languages is
also an important qualification.
3.Rail Services The majority of seasoned travelers prefer to travel by train because of its safety record
and the convenience and satisfaction of viewing the scenery from a comfortable airconditioned car.
The appeal of rail travel has been further enhanced by the recent introduction of high-speed train9.
Adequate taxi, limousine, or bus services from the railroad station to the hotels are very important.
These services must be frequent enough to avoid fear on the part of the traveler that he will not reach
his hotel at once. Such services should also be available to transport him from the hotel to the railroad
station to allow him to board his train.

4 . Sea travel is a major factor in tourism and hospitality. Examples of these are the Manila Bay
Sunset Cruise in the Philippines, the Miami Cruise in Florida, the Rhine River Cruise in Germany, and
the Canal Cruise in Holland. Cruise ships have developed into "floating resorts" or "floatels." Because
of this idea, the demand for sea travel has increased and cruises became popular in recent years. The
luxurious way of life will have a large market as soon as wealth and leisure time increases.
 Types of Accommodations
Tourist accommodations may be classified into the following categories:
1. Hotels — provide accommodation, meals, and refreshments for those who may
reserve their accommodations in advance but need not do so. In broad terms, they provide
facilities that meet the needs of the modern travelers. They portray an image of efficiency
and service;
2. Condominium — is an apartment or individual dwelling unit owned by an individual
but the management and services, such as maintenance and security, are handled by an
independent company. The company often contracts to rent the condominium when it is not
being used by the owner. Each owner can sell his or her unit independently of the other
owners;
3. Motels or motor hotels — provide bedrooms, bath, and parking to motorists; rooms
are usually accessible from the parking lot. They are usually near the highways;
4. Inns — are lodging establishments catering to transients which do not meet the
minimum requirement of an economy hotel;
5. Apartments — are hotels (apartelles), buildings, or edifices containing several
independent and furnished or semi-furnished apartments that are regularly leased to
tourists and travelers for dwelling, on a more or less long-term basis and offering basic
services to its tenants similar to hotels;
6. Paradores — are old convents, monasteries, castles, or fortresses converted into
hotels by the government and operated by a national tourism office. First- class paradores
are found in Spain and Ireland. They are generally priced reasonably with full-meal plans.
They appeal to tourists who would like to experience the romances and ambiances of the
past in a fifteenth-century Augustinian monastery or a nineteenth-century mansion;
7. Pensions — are private or family-operated tourist accommodations similar to
boarding houses or guesthouses. They offer food and lodging to tourists and are well-known
for their informal family atmosphere
 8. Bed-and-breakfast accommodations — provide a room, bath, and a hearty
breakfast to tourists and/or travelers. They are known as B&Bs and are popular in
Britain, Ireland, and the United States;
9. Hostels— provide minimal amenities such as a bunk bed and a commonly shared
toilet and bathroom. The traveler provides his or her own bedding. They appeal mostly to
young travelers;
10. Campgrounds — appeal mostly to families who travel in recreational vehicles (RVs);
11. Health spas — are hostels and resorts which cater to individuals who go to spas or
mineral springs for weight reduction or medical treatment; and
12. Private homes — provide lodging to tourists when accommodations are not available
during peak periods.
 Food and Beverage
More of the tourist dollar is spent on food and beverage than on any other service.
Countries which are highest in per capita eating place and sales are also top tourist
countries.
The type of food service provided will be related to the needs of the tourists. Many
destination areas have successfully developed menus which are indigenous to the area to
promote local economy food.
Restaurants
Besides hotels, motels, and other types of accommodations, restaurants are also
classified as superstructure. Restaurants are establishments offering refreshments and/or
meals to the public.
Some of the basic standard requirements for restaurants are the following:
1. The facades and architectural features of the building shall be appropriately
designed. It shall be provided with a proper entrance and exit. There shall be an
adequate and secured parking space provided free to customers. A receptionist shall
be available to usher in the guests. A waiting lounge with a telephone shall also be
provided;
2. The dining room shall be adequate in size, with sufficient and well-maintained
furniture;
 3. There shall be cuisine of good quality and presentation and served with distinction.
There shall be a menu book or card which shall be presentable, clean, and easy to
read with the menu items listed in logical sequence. All tables shall have clean table
cloth and cloth napkins of good quality. No piece of crockery, cutlery, and tableware
in use shall be chipped, cracked, or gazed. The silverware shall be kept polished and
clean at all times; and
4. Adequate number of well-trained, experienced, efficient, and courteous staff shall be
employed. The bar shall be well-stocked at all times. The kitchen, pantry, and cold
storage shall be in good operating condition at all times and shall be of good quality
fixtures and fitting and provided with running water. Tissue paper, soap, paper
towels, and/or hand drier shall be provided. All main dining or function rooms shall
be fully air-conditioned and/or well-ventilated.
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KAMSAHAMNIDA !!!