2024 HRM-Tourism Catalog

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For the future ambassadors of hospitality quality service and global heritage

For future ambassadors of global heritage and quality service, REX partnered with industry experts to develop learning solutions that will cultivate their knowledge and skills in HRM and tourism and hospitality management.

• Our learning resources for HRM-Tourism have been put together for students to learn and keep abreast of developments in tourism and hospitality management, including local and global travel. • The contents of our books can help equip students with the competencies needed to execute operational tasks and management functions in various sectors of the hospitality and tourism industry, including food production, food and beverage service, accommodation, and transportation services, among others. • Our learning materials support CHED’s goal of producing HRM-Tourism graduates who can demonstrate, among others, knowledge of the tourism industry, local tourism products and services; interpret and apply relevant laws related to the industry; and perform the human capital development functions of a tourism-oriented organization.

This textbook adopts specific themes to highlight operational and strategic functions in the service-oriented industry. The concepts in this textbook, supplemented with the teachers’ practical experiences, are expected to benefit the students in delivering excellent customer service once they start their careers in the hotel and restaurant business. The approach to the end-of-the-chapter activities allows students to learn by doing and referring to the advantages and disadvantages of certain business tools and technologies. Students will eventually enhance their competencies, including their critical thinking, logical reasoning, analytical, problem-solving, and decision-making skills. To further appreciate the concepts of business tools and technologies, useful websites are provided, and applications and other online learning materials are suggested. Applied Business Tools and Technologies in Hotel and Restaurant Management (HRM)

ABOUT THE AUTHORS

RICHARD PHILIP A. GONZALO

He is a faculty member of the University of the Philippines (UP) Asian Institute of Tourism, where he teaches graduate courses on Tourism Development and Management. He also taught Financial Accounting, Financial Management, Enterprise Development, and Strategic Management courses to undergraduate tourism students. Richard has extensive experience preparing tourism development plans and business plans for Philippine destinations. He has organized research projects, training programs, and project evaluation activities for local and national government agencies. Besides teaching and providing technical assistance, Richard coordinates student and academic affairs programs across the eight constituent universities of the University of the Philippines. In 2013, he initiated reforms to improve the student financial assistance system of the UP system. Richard also designed and supervised projects to strengthen the delivery of student development services at the university. Richard obtained his BS in Business Administration and Accountancy and MS Finance from the UP College of Business Administration. He is a certified public accountant. He is currently pursuing his doctoral studies in the Doctor of Social Development program of the UP College of Social Work and Community Development.

CALIXTO TERENCE I. OBONG

He worked with companies like San Miguel Corporation (corporate public relations and beer marketing), McDonald’s (marketing), and Shakey’s (franchisee operations) while in the Philippines. In Riyadh, Saudi Arabia, he worked as a marketing director for a food franchise from Salt Lake City, Utah, USA. In the United States, he worked for bed and breakfast hotels (front desk operations and internal audit) like Alta Mira Hotel and Casa Madrona Hotel in the town of Sausalito; The Inn Above Tide, Sta. Rosa, including the Courtyard by Marriott, Larkspur all in the state of California. He completed a two-year stint at the Metropolitan Manila Development Authority (MMDA) as a member of the Internal Audit Staff under the Office of the Chairman. He has been teaching the French language and HRM and Tourism courses in various colleges and universities in Metro Manila and Laguna, including Southville International School and Colleges in Las Pifias. His socio-civic and professional affiliations include memberships with the Philippine Chamber of Commerce, Inc. (PCCI)-Makati and the Association des Professeurs du Francais aux Philippines (APFP) as a member and one-time board director. He was awarded a research grant by the Department of Commerce of France for his proposal on “Teaching French for Hospitality and Tourism Students.” He was the president of a club under the Rotary International District 3830, an organization of business, professional, and community leaders. He wrote a funding proposal and obtained approval from the Rotary Foundation entitled “Empowering Women at Southville 3, Muntinlupa: A sustainable livelihood project.” He graduated with a Bachelor of Science in Tourism from the University of the Philippines (UP) Asian Institute of Tourism; a Masters in Business Administration (MBA), from the Wesleyan College of Manila; and a Certificate in Networking Engineering (CEU) from the University of California at Berkeley.

APPLIED BUSINESS TOOLS AND TECHNOLOGIES IN HOTEL AND RESTAURANT MANAGEMENT (HRM)

2023 04-TB-00044-0 978-621-04-5022-4 BS Hospitality Management

SCAN ME

CONTENTS

Preface

Chapter 1 Chapter 2

Management in Service-Oriented Business Settings

The Tourism and Hospitality Industry: Implications on the Management of Service-Oriented Businesses

Chapter 3

Overview of Business Tools and Technologies Used in Hotel and Restaurant Setting

Chapter 4

Operations Management in Service-Oriented Businesses in Tourism and Hospitality

Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10

Global Distribution System and Computer Reservations System

Property Management System

Marketing and Sales Activities in the Hotel and Restaurant Business

101

Customer and Guest Service Activities

111

Procurement and Inventory Management

123

Administrative Activities and Information Systems of Service-Oriented Businesses

Chapter 11

135

Strategic Management in Service-Oriented Businesses

153

Glossary

155

Bibliography

162

Index

iii

Professional Development and Applied Ethics

This textbook is a comprehensive guide for tourism and hospitality management students and practitioners, applying both outcomes-based and phenomenon-based education principles to advocate professional development and ethics in the tourism industry.

ABOUT THE AUTHOR

DANNY ARANETA CABULAY

He is a former dean of the Institute of Accounts, Business, and Finance of the Far Eastern University (1999-2007), where he pioneered and developed its Tourism and Hospitality Management programs. He is a Certified Public Accountant with extensive experience in the tourism industry, holding senior positions in local and multinational companies like Dusit, Hyatt, Carlson Group, Four Seasons, Transafrik, and so on. He engages in consultancy projects and conducts training courses for various tourism-oriented companies. He was part of the international team of consultants who drafted the National Tourism Development Plan of the Philippines for 2011-2016. He was also engaged by the Asian Development Bank to develop and implement a knowledge and experience-sharing platform on heritage tourism for the tourism ministries of India, Sri Lanka, Bangladesh, Nepal, and Bhutan. He is a three-time business planning world champion coach in Harvard University’s Entrepreneurial Idol of the World Competition and the JCI Best Business Plans of the World Competition in Austria. He holds a Master in Business Administration (Honors Program) from Trinity College Dublin, Ireland (lvy league) with a thesis on “Irish Theatre: A Cultural Tourism Strategy for Bord Failte (the Tourism Board of Ireland).” He also has a Bachelor of Accountancy from the Polytechnic University of the Philippines Manila (cum laude), a master’s degree in special education at Philippine Normal University Manila (with a thesis on “Development of Therapeutic Diet and Menu Plan for Children with Intellectual Disabilities”), and a certificate in Culinary Arts. He is currently writing his dissertation on “Development of a National Accounting Framework for a Sustainable Tourism Industry in the Philippines” for the degree of Doctor in Business Administration at the Pamantasan ng Lungsod ng Maynila. He is also a multi-awarded academician and writer, has traveled to 52 countries and 63 provinces in the Philippines, and is a sought-after resource person at local and international conferences, academic lectures, and corporate seminars.

PROFESSIONAL DEVELOPMENT AND APPLIED ETHICS

2023 04-TB-00038-0 978-621-04-4665-4 BS Hospitality Management and BS Tourism Management

SCAN ME

CONTENTS

TABLE OF CONTENTS

Succession Planning and Management Development Program......................................... 104 Competency and Proficiency Certifications....................................... 107 Industrial or Applied Research .......................................................... 115 Continuous Professional Education Strategies .................................. 116 Ethics in the Tourism Industry: Challenges and Approaches The Need for Ethics ........................................................................... 121 Critical Values in the Tourism Industry .............................................. 123 Rationale and Bases for Ethics in Tourism and Hospitality ................ 126 Global Code of Ethics for Tourism (GCET).......................................... 128 Challenging Situations and Common Ethical Dilemmas ........................................................ 135 Ethical Practices in the Workplace .................................................... 211 Career Path Options: Career Development Plan Career Pathways for Tourism Professionals....................................... 215 Key Success Factors ........................................................................... 219 Career Movement, Mobility, and Priorities ....................................... 221 Career Development Plan ................................................................. 222

CHAPTER 1

Initial Diagnostic: Self-Assessment The Tourism Industry and the Hospitality Sector .............................. 1 Professional Career Framework and Philosophy ............................... 3 Knowledge-Skills-Values Inventory.................................................... 7 Personal SWOC Analysis .................................................................... 9 Setting Expectations: The Work Environment in the Tourism Industry Nature of Work in the Various Sectors of the Tourism Industry ..................................................................... 21 Stakeholders in the Tourism Industry and Hospitality Sector ....................................................................... 23 Employment Prospects for New Graduates and Jobseekers ............. 30 Typical Organization Structure .......................................................... 32 Top 10 Expectations of Employers in the Tourism Industry............... 45 Personality Development: Self-Management Strategies IQ-EQ-AQ in the Tourism Industry ..................................................... 50 Focus on Social Skills ......................................................................... 53 Personal Branding and Image Enhancement ..................................... 58 Communication Skills ........................................................................ 63 Etiquette and Decorum ..................................................................... 69 Interviewing Skills.............................................................................. 85 Training and Continuous Professional Education: Competency-Building Strategies Vital Competencies and Skills Set...................................................... 90 Employee Training Program .............................................................. 93

CHAPTER 5

CHAPTER 2

CHAPTER 3

CHAPTER 6

References ............................................................................................................................ 229 Image Attributions ............................................................................................................ 241 Index ........................................................................................................................................ 245

CHAPTER 4

Fundamentals in Lodging Operations

Fundamentals in Lodging Operations was written based on the theoretical knowledge, developed skills, and firsthand experiences of the author. It is divided into four chapters with several lessons in each. The lessons are informative and useful for expanding one’s knowledge of lodging operations, which can help future hospitality industry professionals broaden their career horizons. This textbook also includes individual assessments to evaluate the knowledge gained after reading or studying every lesson. There are also collaborative activities intended to promote teamwork and the soft skills necessary for a hospitality professional.

ABOUT THE AUTHOR

SARAH MONZON-PO

She is a professor at the Center for Hospitality Management of Manila Tytana Colleges and the College of Tourism and Hospitality Management of the University of Santo Tomas (UST)-Manila. Likewise, she is a professor under the graduate school program of International Tourism and Hospitality Management at the Lyceum of the Philippines University-Cavite.

She received her Bachelor of Science in Tourism from UST-Manila in 1999 and her professional license as a real estate broker in 2011.

Prior to joining the academe, she worked as a flight attendant for several years and later joined the hotel industry. She has been the Director of Operations of Hotel Fleuris Palawan and the Director of Hotel Soffia Boracay since 2008. In the same year, while working in the hotel industry, she established her own travel agency. Her experience in the tourism and hospitality industry inspired her to study again. In 2014, she received her Master in Business Administration from the Ateneo Graduate School of Business. Ms. Monzon-Po is also the Tourism Educators and Movers of the Philippines MIMAROPA Chapter President from 2019 to the present and has organized various national tourism and hospitality events. She accomplished another milestone in December 2020 when she obtained her international license as a Certified Guest Service Professional (CGSP). Her passion and 23 years of experience in the tourism and hospitality industry motivated her to write her own book, which is currently being evaluated by a reputable publishing company in the Philippines, yet another milestone and soon an achievement when the book comes to fruition. Currently, she is taking her doctoral degree in business administration at the Graduate School of Business of the De La Salle University-Manila. Her expertise, wealth of experience, and goals have prepared her to become a better educator. Ms. Monzon-Po continues to share her knowledge and stimulate students’ creative minds in pursuing excellence in their study of tourism and hospitality and becoming competent industry professionals in the future.

FUNDAMENTALS IN LODGING OPERATIONS

2023 04-TB-00061-0 978-621-04-4354-7 BS Hospitality Management

SCAN ME

CONTENTS

HOTEL MANAGEMENT . . . . . . . . . . . . . . . . . . 48 5.1. Definition of Hotel Management . . . . . . . . . . . . . . . . . . 49 5.2. Lodging Operations Organizational Chart . . . . . . . . . . . 49 5.3. Competencies of a Hotel Manager. . . . . . . . . . . . . . . . . 51 5.4. Four Characteristics of the Global Traveler . . . . . . . . . . 51 HOTEL OPERATION . . . . . . . . . . . . . . . . . . . . 56 6.1. Hotel and Resort Revenue Centers . . . . . . . . . . . . . . . . 57 6.2. Revenue and Costs Centers . . . . . . . . . . . . . . . . . . . . . . 58 6.3. Hotel and Resort Cost Centers . . . . . . . . . . . . . . . . . . . . 59 6.4. Revenue Management Formula. . . . . . . . . . . . . . . . . . . 63 6.5. Phases of Hotel Operation . . . . . . . . . . . . . . . . . . . . . . . 63 HOTEL/LODGING DEPARTMENTS . . . . . . . . . . . . 97 7.1. Executive Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 7.2. Room Division: Front Office and Housekeeping . . . . . . 98 7.2.1. Front Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 7.2.2. Housekeeping Department . . . . . . . . . . . . . . . . . 101

PREFACE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii ACKNOWLEDGMENT.........................ix

CHAPTER

PAGE

INTRODUCTION TO THE LODGING INDUSTRY . . . . . 1 1.1. Basic Concepts in the Lodging Industry . . . . . . . . . . . . . 2 1.2. Defining Hospitality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 1.3. The Nature of Hotel Work. . . . . . . . . . . . . . . . . . . . . . . . 3 1.4. Benefits of Working in the Lodging Industry. . . . . . . . . 4 HISTORYOFLODGING...................14 2.1. History of the Lodging Industry – International . . . . . . 15 2.2. History of Lodging in the Philippines . . . . . . . . . . . . . . . 17 2.3. Present Conditions of the Lodging Industry . . . . . . . . . 18 2.4. Future of the Lodging Industry. . . . . . . . . . . . . . . . . . . . 19 KEY PLAYERS IN THE LODGING INDUSTRY . . . . . . . 25 3.1. History of the Key Players in the Hotel Industry . . . . . . 26 3.2. Roles of the Key Players in the Lodging Industry . . . . . 26 3.3. Four Basic Competencies of Global Hoteliers . . . . . . . . 28 3.4. Challenges Faced by Global Hoteliers . . . . . . . . . . . . . . 29 CLASSIFICATIONS OF LODGING OPERATIONS . . . . . 34 4.1. Types of Lodging Operations . . . . . . . . . . . . . . . . . . . . . 35 4.2. Hotels and Their Offerings . . . . . . . . . . . . . . . . . . . . . . . 37 4.3. ClassificationsofHotels.......................... 38 4.4. Characteristics of Hotels Based on Their Standards. . . 41 4.5. Classifications of Resorts and Their Characteristics . . . 42

7.3. 7.4. 7.5. 7.6.

Food and Beverage Department . . . . . . . . . . . . . . . . . . 105 Accounting Department . . . . . . . . . . . . . . . . . . . . . . . . . 108 Engineering Department. . . . . . . . . . . . . . . . . . . . . . . . . 108 Security Department. . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

REVENUEMANAGEMENT. . . . . . . . . . . . . . . . .116 8.1. Revenue Management . . . . . . . . . . . . . . . . . . . . . . . . . . 117 8.2. Purpose of Revenue Management. . . . . . . . . . . . . . . . . 117 8.3. Revenue Management Strategies . . . . . . . . . . . . . . . . . 118 8.4. YieldManagement.............................. 120 8.5. Types of Hotel Room Rates. . . . . . . . . . . . . . . . . . . . . . . 121 8.6. HotelPricingStrategies.......................... 122 OPERATIONAL ISSUES AND SOLUTIONS IN THE LODGING INDUSTRY . . . . . . . . . . . . . . . . . . . 131 9.1. What Is an Operational Issue? . . . . . . . . . . . . . . . . . . . . 132 9.2. Common Operational Issues Faced by the Lodging Industry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

iii

7.1. 7.2.

Executive Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Room Division: Front Office and Housekeeping . . . . . . 98 7.2.1. Front Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 7.2.2. Housekeeping Department . . . . . . . . . . . . . . . . . 101 Food and Beverage Department . . . . . . . . . . . . . . . . . . 105 Accounting Department . . . . . . . . . . . . . . . . . . . . . . . . . 108 Engineering Department. . . . . . . . . . . . . . . . . . . . . . . . . 108 Security Department. . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

9.3.

Applicable Solutions to the Issues Faced by the Lodging Industry ............................... 133 Benefits of Having a Good Operations Management . . 134 Benefits of Having a Good Operations Management . . Applicable Solutions to the Issues Faced by the Lodging Industry

9.3.

9.4.

FUNDAMENTALS IN LODGING OPERATIONS TRAITS AND BEHAVIORS OF SUCCESSFUL LODGING LEADERS...........................147 11.1. Leadership in the Lodging Industry . . . . . . . . . . . . . . . . 148 11.2. Leadership Theories and Leadership Styles That Could Be Applied to the Lodging Industry. . . . . . . . . . . 148 11.3. Key Leadership Traits and Skills . . . . . . . . . . . . . . . . . . . 149 LATEST TRENDS IN LODGING INDUSTRY . . . . . . . . 161 12.1. Trends in Hospitality and Tourism . . . . . . . . . . . . . . . . . 162 12.2. Top 5 Hospitality Trends in 2019 . . . . . . . . . . . . . . . . . . 165 LATEST TRENDS IN LODGING INDUSTRY . . . . . . . . 161 12.1. Trends in Hospitality and Tourism . . . . . . . . . . . . . . . . . 12.2. Top 5 Hospitality Trends in 2019 . . . . . . . . . . . . . . . . . . CHALLENGES AND SOLUTIONS IN THE HOTEL INDUSTRY..........................139 10.1. Common Issues in the Hotel Industry . . . . . . . . . . . . . . 140 10.2. Solutions Applicable to the Hotel Industry . . . . . . . . . . 141 10.3. Benefits of the Hotel Industry. . . . . . . . . . . . . . . . . . . . . 142 10.4. Trends in the Hotel Industry . . . . . . . . . . . . . . . . . . . . . . 142 10.1. Common Issues in the Hotel Industry . . . . . . . . . . . . . . 10.2. Solutions Applicable to the Hotel Industry . . . . . . . . . . 10.3. Benefits of the Hotel Industry. . . . . . . . . . . . . . . . . . . . . 10.4. Trends in the Hotel Industry . . . . . . . . . . . . . . . . . . . . . . HOTEL FOOD AND BEVERAGE DEPARTMENT . . . . . 173 13.1. Roles of Hotel Staff (Food and Beverage Department) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 13.2. The Importance of Menus in the Hotel Food and Beverage Industry. . . . . . . . . . . . . . . . . . . . . . . . . . . 177 13.3. Trends That May Greatly Influence the Hotel FoodandBeverageIndustry...................... 178 HOTEL FOOD AND BEVERAGE COST. . . . . . . . . . . 184 14.1. Calculation of Selling Prices . . . . . . . . . . . . . . . . . . . . . . 185 14.2. Hotel’s Food and Beverage Cost of Goods Sold . . . . . . 189 HOTEL FOOD AND BEVERAGE COST. . . . . . . . . . . 184 14.1. Calculation of Selling Prices . . . . . . . . . . . . . . . . . . . . . . 185 14.2. Hotel’s Food and Beverage Cost of Goods Sold . . . . . . 189 TARGET MARKETS OF LODGING OPERATIONS . . . . 195 15.1. Target Market . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195 15.2. Understanding Target Markets. . . . . . . . . . . . . . . . . . . . 197 15.3. Typical Target Market of Lodging Businesses . . . . . . . . 198 TARGET MARKETS OF LODGING OPERATIONS . . . . 195 15.1. Target Market . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195 15.2. Understanding Target Markets. . . . . . . . . . . . . . . . . . . . 197 15.3. Typical Target Market of Lodging Businesses . . . . . . . . 198 11.1. Leadership in the Lodging Industry . . . . . . . . . . . . . . . . 11.2. Leadership Theories and Leadership Styles That Could Be Applied to the Lodging Industry. . . . . . . . . . . 11.3. Key Leadership Traits and Skills . . . . . . . . . . . . . . . . . . . HOTEL FOOD AND BEVERAGE DEPARTMENT . . . . . 173 13.1. Roles of Hotel Staff (Food and Beverage Department) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13.2. The Importance of Menus in the Hotel Food and Beverage Industry. . . . . . . . . . . . . . . . . . . . . . . . . . . 13.3. Trends That May Greatly Influence the Hotel FoodandBeverageIndustry......................

7.3. 7.4. 7.5. 7.6.

9.3.

Applicable Solutions to the Issues Faced by the Lodging Industry ............................... 133 Benefits of Having a Good Operations Management . . 134

9.4.

CHALLENGES AND SOLUTIONS IN THE HOTEL INDUSTRY..........................139 10.1. Common Issues in the Hotel Industry . . . . . . . . . . . . . . 140 10.2. Solutions Applicable to the Hotel Industry . . . . . . . . . . 141 10.3. Benefits of the Hotel Industry. . . . . . . . . . . . . . . . . . . . . 142 10.4. Trends in the Hotel Industry . . . . . . . . . . . . . . . . . . . . . . 142 TRAITS AND BEHAVIORS OF SUCCESSFUL LODGING LEADERS...........................147 11.1. Leadership in the Lodging Industry . . . . . . . . . . . . . . . . 148 11.2. Leadership Theories and Leadership Styles That Could Be Applied to the Lodging Industry. . . . . . . . . . . 148 11.3. Key Leadership Traits and Skills . . . . . . . . . . . . . . . . . . . 149 LATEST TRENDS IN LODGING INDUSTRY . . . . . . . . 161 12.1. Trends in Hospitality and Tourism . . . . . . . . . . . . . . . . . 162 12.2. Top 5 Hospitality Trends in 2019 . . . . . . . . . . . . . . . . . . 165 HOTEL FOOD AND BEVERAGE DEPARTMENT . . . . . 173 13.1. Roles of Hotel Staff (Food and Beverage Department) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 13.2. The Importance of Menus in the Hotel Food and Beverage Industry. . . . . . . . . . . . . . . . . . . . . . . . . . . 177 13.3. Trends That May Greatly Influence the Hotel FoodandBeverageIndustry...................... 178 HOTEL FOOD AND BEVERAGE COST. . . . . . . . . . . 184 14.1. Calculation of Selling Prices . . . . . . . . . . . . . . . . . . . . . . 185 14.2. Hotel’s Food and Beverage Cost of Goods Sold . . . . . . 189 TARGET MARKETS OF LODGING OPERATIONS . . . . 195 15.1. TargetMarket ................................. 195 15.2. Understanding Target Markets. . . . . . . . . . . . . . . . . . . . 197 15.3. Typical Target Market of Lodging Businesses . . . . . . . . 198

BIBLIOGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208 IMAGE ATTRIBUTION . . . . . . . . . . . . . . . . . . . . . . . . 215 INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

v v

This book emphasizes the ‘French for Specific Purpose’ approach, preparing the learners for meaningful interaction in a linguistically diverse global workforce. Focusing on the two domains of tourism—hôtellerie and restaurant—the book will help learners understand the proper usage of terminologies relevant to the discipline, trace the origin of some words used in the English language, and pronounce the French words properly. This book also provides information and viewpoints distinct to the foreign language and culture. Both communicative and grammatical approaches have been used in this textbook. It is believed that it will be difficult to communicate in French if a learner is not familiar with how a sentence is constructed in French, which is why grammar cannot be disregarded. The dialogues presented are based on actual workforce situations as described by people who work in the hospitality industry. Some of them were the experiences of the author’s former students and of seafarers. Cultural notes that deal with the French lifestyle were narrated based on the author’s acquaintances living in France and other French-speaking countries. These provide insight into how learners can deal with foreign guests and employers. Vocabulary exercises in the form of puzzles, word finders, and crosswords are expected to enhance the learners’ memory; communicative tasks can spark the learners’ creativity and team-building and communication skills; grammatical exercises serve as the best practice for linguistic competence; and writing tasks also develop creativity, critical thinking, and reasoning ability. Foreign Language I (Basic French for Hospitality Management and Tourism I)

ABOUT THE AUTHOR

MARIA GLADYS GALINATO-TOMAS

She teaches part-time at the Manila Tytana Colleges, San Beda College-Alabang, and Assumption College-San Lorenzo, Makati. She handles foreign language subjects—French, Spanish, Nihongo, German, and Italian. She has an AB Mass Communication degree from St. Scholastica’s College-Manila and took up her Master in Business Administration at the Polytechnic University of the Philippines-Manila. She formerly taught at the Far Eastern University-Manila, Lyceum of the Philippines-Cavite, and Colegio San Agustin-Biñan. She took up her French language training at the Alliance Francaise de Manille and is also a member of the Association des Professeurs de Francais aux Philippines (APFP) since 2014. She took a 30-hour training on French for Tourism in 2014 at Alliance Francaise. Being the founder and executive director of the MGGT Language Tutorial Center, she tailored her language teaching to the needs of the clients; thus, her instruction is focused on language for special purposes.

FOREIGN LANGUAGE I (BASIC FRENCH FOR HOSPITALITY MANAGEMENT AND TOURISM I)

2022 04-TB-00046-0 978-621-04-4101-7 BS Hospitality Management and BS Tourism Management CHAPITRE 5 On parle de l’animation ................................... 49 (Let’s Talk about Entertainment) BILAN ............................................................................. 65 (Chapter Review) CHAPITRE 6 Réserver une chambre ..................................... 70 (Reserving a Room) CHAPITRE 7 Réserver une table au restaurant ............ 87 (Reserving a Table at the Restaurant) CHAPITRE 8 Au bar ............................................................................ 99 (At the Bar) CHAPITRE 9 Les services générales ...................................... 110 (General Services) CHAPITRE 10 Le nettoyage et la blanchisserie ............... 122 (Housekeeping and Laundry) BILAN ............................................................................. 136 (Chapter Review) CHAPITRE 11 Les repas ..................................................................... 143 (Meals) CHAPITRE 12 Décrire un plat international ....................... 156 (Describing an International Dish) CHAPITRE 13 Recommander un plat philippin aux invités étrangers ......................................... 166 (Recommending Filipino Dishes to Foreign Guests) CHAPITRE 14 Au restaurant ........................................................... 176 (At the Restaurant) CHAPITRE 15 La préparation de repas .................................. 190 (Meal Preparation) BILAN ............................................................................. 205 (Chapter Review) References .............................................................................. 215 Index ........................................................................................ 221 References .............................................................................. 215 Index ........................................................................................ 221

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CONTENTS CONTENTS CONTENTS

xxii CHAPITRE 4 Dans l’avion ............................................................... CHAPITRE 3 Le secteur de tourisme .................................... CHAPITRE 3 Le secteur de tourisme .................................... (Tourism Sector) CHAPITRE 4 Dans l’avion ............................................................... (Tourism Sector) Preface .................................................................................... Acknowledgment ..................................................................... La prononciation française ...................................................... La prononciation française ...................................................... (French Pronunciation) Les salutations et les expressions basiques ........................... CHAPITRE 1 Bienvenue à l’hôtel Maritel ........................... CHAPITRE 1 Bienvenue à l’hôtel Maritel ........................... (Welcome to Hotel Maritel) CHAPITRE 2 Les coordonnées ................................................... CHAPITRE 2 Les coordonnées ................................................... (Greetings and Basic Expressions) (Contacts) (Inside the Airplane) Preface .................................................................................... Acknowledgment ..................................................................... (French Pronunciation) Les salutations et les expressions basiques ........................... (Greetings and Basic Expressions) (Welcome to Hotel Maritel) (Contacts)

iii

xix

1 CHAPITRE 11 Les repas ..................................................................... 143 (Meals) CHAPITRE 12 Décrire un plat international ....................... 156 (Describing an International Dish) CHAPITRE 13 Recommander un plat philippin aux invités étrangers ......................................... 166 (Recommending Filipino Dishes to Foreign Guests) CHAPITRE 14 Au restaurant ........................................................... 176 (At the Restaurant) CHAPITRE 15 La préparation de repas .................................. 190 (Meal Preparation) BILAN ............................................................................. 205 (Chapter Review)

xxiii

(Inside the Airplane) CHAPITRE 5

On parle de l’animation ................................... 49 (Let’s Talk about Entertainment) BILAN ............................................................................. 65 (Chapter Review) CHAPITRE 6 Réserver une chambre ..................................... 70 (Reserving a Room) CHAPITRE 7 Réserver une table au restaurant ............ 87 (Reserving a Table at the Restaurant) CHAPITRE 8 Au bar ............................................................................ 99 (At the Bar) CHAPITRE 9

xxii

Foreign Language II: Basic French for Hospitality Management and Tourism II was written to aid students in developing their oral and written skills in the French language within the framework of professional activities in other domains of the tourism industry—travel, transportation, and entertainment. It will also enable students to acquire new lexicons and further hone the four macro skills (listening, speaking, reading, and writing) and linguistic competence they acquired from the first textbook. Emphasis will be more on practical conversations in the workplace, useful dialogues in common situations, and oral reading exercises in some chapters. Both local and overseas working scenarios will be tackled in this textbook. Furthermore, the contents will be helpful in attracting tourists from French-speaking countries and promoting the Philippine tourism industry. Foreign Language II (Basic French for Hospitality Management and Tourism II)

ABOUT THE AUTHOR

MARIA GLADYS GALINATO-TOMAS

FOREIGN LANGUAGE II (BASIC FRENCH FOR HOSPITALITY MANAGEMENT AND TOURISM II)

2022 04-TB-00047-0 978-621-04-4292-2 BS Hospitality Management and BS Tourism Management

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CONTENTS

Dedication .................................................................................................. iii Preface ....................................................................................................... vii Acknowledgment ….................................................................................... ix CHAPITRE 1: Dans le navire …………………………………………........................ 1 (Inside the Ship) CHAPITRE 2: Demander et indiquer le chemin ........................... 12 (Asking for and Giving Directions)

CHAPITRE 4: La région de la capitale nationale des Philippines ......…………………………………………………................ 43 (The National Capital Region of the Philippines) CHAPITRE 5: À L’agence de voyage ...................................................... 53 (At the Travel Agency) CHAPITRE 6: Faire des achats ................................................................... 67 (Doing Shopping) Bilan .............................................................................................. 79 (Chapter Review) CHAPITRE 7: Les jeunes stagiaires ........................................................ 82 (The Young Apprentice) CHAPITRE 8: L’hôte de l’air .......................................................................... 95 (The Flight Steward) CHAPITRE 9: L’organisateur ........................................................................ 105 (The Event Coordinator) CHAPITRE 10: L’accompagnateur ............................................................. 117 (The Tour Guide) Bilan .............................................................................................. 132 (Chapter Review) Bibliography ............................................................................................. 139 Index .......................................................................................................... 143

CHAPITRE 3:

La France et les autres pays francophones …………………………………………………………...... 24 (France and Other French-speaking Countries) Bilan …………………………………....................................................... 37 (Chapter Review)

Tourism Policy Planning and Development replaces the Tourism Planning and Development that came out in 2014. This textbook emphasizes practical tips in terms of assessing tourist sites and prioritizing them for development. This textbook contains suggestions on how a tourism plan could be successfully implemented. In keeping with the times, the author included chapters on sustainable development goals, disaster risk reduction and management, and quality assurance, all in the tourism context. He also provided concrete ideas on on-site planning and facilities development, visitor management, and negative impact mitigation measures. In writing the textbook, the author referred to published works, particularly the Department of Tourism’s Tourism Guidebook for Local Government Units and its supplemental readings. He also infused this work with insights from his professional experience. While this is an update, the author thinks that the reader will find it most beneficial when used together with the 2014 version. Tourism Policy Planning and Development

ABOUT THE AUTHOR

REIL G. CRUZ, PH.D.

He is an associate professor of tourism at the University of the Philippines Asian Institute of Tourism. He has authored four tourism books under Rex Book Store, Inc., including this one, drawing from his experiences as a consultant and a researcher. He is engaged in formulating a master plan for the island of Samar, as well as in leading a project for sustainable livelihood in four remote island communities in Northeastern Mindanao. His most recent activities are in the areas of tourism regulation and overtourism in Boracay.

Preliminary Site Assessment Learning Outcomes

16 16 17 17 17 18 19 19 20 20 21 21 21 21 22 22 23 23 23 23 24 24

Preliminary Site Assessment and Its Importance Major Considerations in the Preliminary Assessment

TOURISM POLICY PLANNING AND DEVELOPMENT Hazards and Security Issues Control and Ownership of the Land

Stakeholder Support for Tourism Development

Significant Attractions in the Area

2022 04-TB-00045-0 978-621-04-4312-7 BS Tourism Management Accessibility Sensitivity of the Site to Tourism Impacts

Chapter Summary Assessments

Review of Concepts

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Relevance of the Chapter

CONTENTS

Practice Exercise Chapter Project

CONTENTS

References

CHAPTER 3

Preface

iii

Full Site Assessment Learning Outcomes

CHAPTER 1

The Tourism Planning Process Learning Outcomes

Tourism Site Evaluation Criteria

1 1 2 5 6 6

1. Uniqueness and Natural Beauty 2. Historical or Cultural Value

Definition of Tourism Planning The Nature of Tourism Planning Importance of Tourism Planning Planning Versus Development

3. Accessibility 4. Basic Utilities 5. On-Site Facilities

Steps in Tourism Planning

6. Ownership of Property

Chapter Summary Assessments

7. Quality of Surroundings Within 5 km Off the Site

Review of Concepts

13 14 15 15 15 16 16 17 17 17 18 19 19 20 20 21 21 21 21

Scoring, Ranking, and Prioritization

24 28

Relevance of the Chapter

Categories of Tourism Sites

Practice Exercise Chapter Project

Full Assessment for Ecotourism Sites in Protected Areas Methods for Primary Data Gathering in a Full Site Assessment

References

CHAPTER 2

Chapter Summary Assessments

Preliminary Site Assessment Learning Outcomes

Review of Concepts

31 31 31 32 32

Preliminary Site Assessment and Its Importance Major Considerations in the Preliminary Assessment

Relevance of the Chapter

Practice Exercise Chapter Project

Hazards and Security Issues

Control and Ownership of the Land

References

Stakeholder Support for Tourism Development

Significant Attractions in the Area

CHAPTER 4 Legal Considerations in Tourism Planning Learning Outcomes 33 The Law and Its Purpose 33

Accessibility

Sensitivity of the Site to Tourism Impacts

Chapter Summary Assessments

Examples of Laws and Their Relevance to Tourism Planning and Development

Review of Concepts

Relevance of the Chapter

Laws that Explain the Rationale and Objectives of Tourism Development Laws that Regulate the Standards of Tourism Facilities

Practice Exercise Chapter Project

References

Laws that Protect the Interest of Vulnerable Groups

34 36 36 37 39 39

CHAPTER 3

Governance Laws

Full Site Assessment Learning Outcomes

Laws that Promote Tourism-Related Investments

22 22 23 23

Tourism Site Evaluation Criteria

Environmental Laws

1. Uniqueness and Natural Beauty 2. Historical or Cultural Value

Other Laws

The Tourism Act of 2009 and Its Major Provisions

Relevance of the Chapter

31 31 32 32

Practice Exercise Chapter Project

References

CHAPTER 4 Legal Considerations in Tourism Planning Learning Outcomes 33 The Law and Its Purpose 33

Examples of Laws and Their Relevance to Tourism Planning and Development

Laws that Explain the Rationale and Objectives of Tourism Development Laws that Regulate the Standards of Tourism Facilities

TOURISM POLICY PLANNING AND DEVELOPMENT

Laws that Protect the Interest of Vulnerable Groups

34 36 36 37 39 39 42 43

Governance Laws

Financing Tourism Projects

66 68 71 72

Laws that Promote Tourism-Related Investments

Tourism Road Infrastructure Project

Capacity Building

Environmental Laws

Establishing a Local Tourism Office

Other Laws

Chapter Summary Assessments

The Tourism Act of 2009 and Its Major Provisions

Local Plans

Review of Concepts

74 74 75 75 76

Tourism Policy and Its Instruments

Relevance of the Chapter

vii

Chapter Summary Assessments

Practice Exercise Chapter Project

References

Review of Concepts

45 45 46 46 46

Relevance of the Chapter

CHAPTER 7 Site and Facilities Development Guidelines Learning Outcomes 77 Guidelines for Choosing the Site for Tourism Development 77 Maintain natural aesthetics 78 Use appropriate design and materials 79 Minimize impact on nature 80 Consider the impact of climate change 81 Guidelines for Constructing Tourist Facilities 82 On-site facilities 82 Inclusive facilities 85 Chapter Summary Assessments Review of Concepts 87 Relevance of the Chapter 87 Practice Exercise 87 Chapter Project 88 References 89

Practice Exercise Chapter Project

References

CHAPTER 5 The Goals of Tourism Development Learning Outcomes

48 48 49

Tourism Development Platforms The Millennium Development Goals

The Sustainable Development Goals 50 The Goals of Tourism Development in the Philippines 53 Strategies to Attain the SDGs in the Tourism Sector 53 Chapter Summary Assessments Review of Concepts 58 Relevance of the Chapter 59 Practice Exercise 59 Chapter Project 59 References 60

CHAPTER 6 Implementing the Tourism Development Plan Learning Outcomes 61 Tourism Development Plan 61 Adoption of the Plan 61 Prioritizing Programs, Projects, and Activities 62 Action Plan 65

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