Category: Moment of Truth

Defining People Process Culture ~ Organizational Culture.

Perhaps, our discussion on PPC should begin with trying to define the concept of organizational culture. Heck, we could use this for all of my classes as well, because inherent within each course should be an understanding of organizations, culture, leadership and so forth….

Revisiting Value Chain…

Understanding tourism goods and services can be deceiving. We can articulate that they have a tangible and intangible divergence. It is when we get into that thinking on higher and complex terms that it becomes blurred, complex and competitive. One can argue that a…

Revisiting Value…

Value is that odd little derivative that we really can’t pin down adequately enough. We can skim right close to the edge, but never acquire the true depth. Value is odd that way.

Daily Prompt: Promises in tourism

Banquet Staff at JW Marriott, Minneapolis, Mall of America

When I begin classes, I have to revisit the tourism business environment.  I explain that the drivers of that system are information, money and promises.  Promises are paramount in meeting the expectations and wants of the consumer. A destination’s marketing organization as well as…

Guest Cycle in Tourism…

Guest Cycle in Tourism

If any of you have visited here before, there are several post devoted to the guest cycle. Most of these post have to deal with a hotel or lodging environment, but I wanted to devote some time to what it means in tourism. In…

Understanding Service Execution

Initial Mapping out of the Guest Cycle

We have been talking about the process of the guest cycle in Lodging.  Talking through what happens with the guest, the hotel, different departments, and managers. Initially, we mapped out what we talked about in class, and then I put it into a mind…

Identity in tourism

Sense of Identity

In my Intro class, we have been doing presentations about cities, given a particular scenario, a particular tourist, and understanding the tourism system; the big umbrella of variables that comprise the tourism offerings of a destination.  We are now shifting to tourism motivation, and…

What does 2020 look like…for tourism industry

Moment of Truth

Sometimes I wonder at the evolution of tourism industry.  What it will look like in 2020, 2050.  I can noodle around Google, and garner snippets of trends, and ideas, but that is just the tangible that will change.  Back in 2000, 2020 seemed like…