Synopsis Draft #1 (Delvine, Hannah, Laura, Syairah)
1. Introduction Tourism is defined as the business of providing tourists travel-related services such as accommodation, transport, touring packages services and entertainment (CITE). Tour guiding services are also part of tourism industry and tour guides are the front-line employees that bridges the host country and its tourists (CITE). They are responsible for providing tourists quality service and whether they are able to deliver it is essential to both the success of their tour agency and the host country they represent. With the service industry focusing more on the experience and not just service anymore (CITE), the tour guide’s knowledge of the host country’s culture and attractions, and their service and communication skills have the power to transform the tour services into a meaningful experience (CITE). Hence, this paper will explore the ideals and service gaps of a tour, and recommendations for tour agencies and their human resources. ...