Career & Professional Development II

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.             1.1 Purpose stat

Dear Mrs Rebekah, Thank you for your email. We are sorry to hear about your unsatisfactory experience at MSS Hotel. We understand how frustrating and troublesome it must have been in that situation. We will identify and talk to the employee that you have spoken to that day. Also, we will process the refund of the breakfast immediately and work with Agoda to resolve this matter. With regards to the issue with the key, we are investigating the root cause and will settle the incident with the relevant departments. We will update you of the findings. We would also like to offer you a complimentary night as a small token of appreciation for sharing your thoughts with us. It will be valid at any time. Please accept our sincerest apology for any trouble this may have caused. We assure you that we will take every action possible to ensure this problem is rectified and will not happen in the future. Feel free to contact us if you have further queries. We hope for the opportun