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.     ...

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...

An interpersonal communication incident that I faced happened a few years back. Due to confidentiality, I would not be stating the company name nor using the real names of the people involved. My task was to send out monthly electronic direct mailers (EDMs) to client recipients from different countries. Before mailing out an EDM, I have to go through rounds of critic from my supervisor, Ted, to get his approval. Each EDM takes about a week to do up as I would need request and cull products information to determine which hotels to advertise. On a particular month, Ted was away for an overseas business trip in Spain which was a seven-hour time difference. This created a lag in our communication. The EDM was scheduled to be sent out on a Thursday morning. On Tuesday morning, I had sent the EDM to Ted for a critic. I waited patiently for him to reply but did not receive one. On Wednesday evening, I started to panic as I needed to send out the mailers first thing on Thursday morni...

To: Mr. Blackstone From: Laura Lai Subject: [BHB2803] Self Introduction Dear Mr. Blackstone, I am Laura, a second-year student studying at the Singapore Institute of Technology (SIT). Currently pursuing a bachelor in hospitality business, I would like to take this opportunity to formally introduce myself. Many may not be aware but “Laura” is not registered under my birth certificate. My name is only reflected “Lai Jia Hua” on official documents. This has caused some confusion to teachers and course mates over the years. Many also assume that I have given the name myself or that it is a Christian name. Although it is true that I am a Christian, however, I did not obtain that name through my religion. My 2 elder siblings and I only have our Chinese names written in our birth certificates. However, all of us possess individual English names as well. These names were already named at birth by my parents but for some reason, are not reflected on paper. Thus, ...

Dear all, I am Laura. This blog will be utilized as a platform to document my journey in the module - Career & Professional Development ll (CPD ll). Please feel free to leave any comments or feedback as I go along this journey and I look forward to interacting with everyone. Regards, Laura