Introduction to Business Operations in Leisure and Tourism

What is meant by HUMAN RESOURCES?
Human resources, or HR, is the department that looks after the staff. Formely known as ‘personnel’, this area is responsible for recruiting and monitoring staff. Some HR departments may also be responsible for induction (training for new employees).
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What is meant by INFORMATION TECHNOLOGY (IT)?
Duties of staff in this area include: • Maintenance of all the technology used in the organisation • Training staff to use IT systems • Updating materials on websites • Maintaining servers and booking technology • Troubleshooting any problems
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What does the FINANCE department?
The finance department has a vital role in budgeting, forecasting future turnover and income. They must also keep informed about external influences on the business, for example, the price of oil/petrol/diesel is vital to a transport company.
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What does the SALES AND MARKETING department do?
Marketing involoves several stages: • Research and evaluating findings of research • Developing products to match customers’ needs • Informing potential customers about the products by advertising and promotion.
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What does the ADMINISTRATION department do?
The role of the administration is to ensure that everything runs smoothly and the customer recieves the correct product/service at the correct price. The admin department will produce invoices, receipts, tickets, and deal with complaints and refunds.
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What is a FINANCIAL aim?
To make a profit by increasing sales
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What is a NOT FOR PROFIT aim?
Where an organisation is not making any money for example they are a charity and people who work for them are volunteers.
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What is the MARKETING MIX?
The 4 Ps and how they all work together. Price, Product, Place and Promotion
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What is meant by PRODUCT?
‘product’ always refers to both the products and the services that an organisation may offer.
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What is meant by PRICE?
The actual amount of money for a product or a service for example £5.50
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What is meant by PROMOTION?
A special-offer pricing strategy as describe in ‘price’, is linked very closely with ‘promotion’ – you need to tell customers about it – this is what promotion is all about.
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How is the INTERNET useful to a L&T organisation?
The Internet and its email facility, particularly since the introduction of broadband, has revolutionised business communication.Customers can now book virtually any type of travel and leisure service on the Internet.
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How are MOBILE PHONES useful to a L&T organisation?
The use of mobile phones, pagers and wireless Internet has enabled communication to continue even when people are not in the office at their desks. People can still work on a train, a plane, at the station or airport, using WAP or Bluetooth
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How have COMPUTERISED RECORDS / ELECTRONIC DATABASES useful to a L&T organisation?
Computerised records also help with security, i.e. a swipe card at a gym. Electronic databases allows you to send mail to target markets
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What are ELECTRONIC SECURITY methods?
iris recognition technology at airports, are just one example of how new technology is being used to make air travel safer. Many leisure and tourist facilities have installed CCTV cameras to ensure the safety of visitors
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How is new technology useful to a customer?
They can book tickets online, let customers know how long queue times are, in a gym the machines can tell you how many calories you have burnt
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How is new technology useful to sport?
‘Hawk-eye’ technology is a ball-tracking system that uses sensors. It is used on the lines of the tennis courts at Wimbledon. ‘video referee’ in rugby, when a sports official is called upon to help give a verdict on a referee decision
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How is new technology useful to transport?
New technology in transport includes: o Building of the Eurotunnel/use of Eurostar o Larger aircraft e.g. A380 Airbus, or Boeing Dreamliner o Satellite navigation and GPS systems
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How can organisations keep existing customers?
Customers are always expecting companies to keep up to date with trends, offer popular destinations, and new types of activity. • A theme park introduces new rides each year, to encourage repeat visitors from one year to the next.
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How can organisations attract new customers?
Generally it is introducing a new or upgraded product/service that will attract new customers.
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How can organisations keep up with competition?
Features like ‘the only one’, or the ‘largest’, ‘biggest’, ‘fastest’ will draw in more customers to keep up with competition.
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What are the three main external influences which can affect L&T organisations?
• Price of oil • Credit crunch • Terroism
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What does health and safety cover for a L&T organisation?
• Employees • Customers • Property • Health and hygiene
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Other cards in this set

Card 2

Front

What is meant by INFORMATION TECHNOLOGY (IT)?

Back

Duties of staff in this area include: • Maintenance of all the technology used in the organisation • Training staff to use IT systems • Updating materials on websites • Maintaining servers and booking technology • Troubleshooting any problems

Card 3

Front

What does the FINANCE department?

Back

Preview of the front of card 3

Card 4

Front

What does the SALES AND MARKETING department do?

Back

Preview of the front of card 4

Card 5

Front

What does the ADMINISTRATION department do?

Back

Preview of the front of card 5
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