Marketing and Managing Tourism Destinations System

Question: Discuss about the Marketing and Managing Tourism Destinations System. Answer: Introduction: New Zealand School of Tourism is the highly advanced training supplier or provider for the travel and tourism industry. It has extended its training centers all over New Zealand. On 30th March, 2017 New Zealand School of Tourism has released an advertisement in which they hunt for Customer Service Officer who can join their bright team of highly successful professionals in the prime location of Auckland CBD. This organization trains individuals who want to shine in a career with the airlines industry, travel and tourism, hotels, flight attending and so on. They try to succeed in every sphere where they work with strong uprightness and deep integrity (Sharples Marcon-Clarke, 2017). This industry works in a strong manner and closely linked with each other within the employee culture. They work in collaboration with the biggest brands like Air New Zealand, Disney and many more to deliver employment opportunities to the individuals. Required Skill For Customer Service Officer In New Zealand School Of Tourism Indutry: The organization has offered an exciting role to build up the brightest career of industry leaders for the next generation of New Zealand (O'Neill Pearson, 2016). The role attracts the individuals for pursuing the most inspiring career (Tribe, 2015). They were actually looking for Customer Service Officers with the tremendous level of enthusiasm and energy that will enjoy the whole recruitment process and determined to prove him to be the perfect match being at the sharp edge of training (Morrison, 2013). The job requirements are as follows The candidate must be confident enough to introduce himself to the group and handle various groups, Must be self-driven, inspiring and friendly, with effective communication and excellent interpersonal skills, Must pay deep attention to every detail, With excellent telephonic manners and extraordinary customer service Must have a valid driving license, Must possess successful previous record of customer service, and ability to work in a multicultural environment, Previous experience in travel and tourism industry will be an added advantage although this is not mandatory. The important key skills for candidates in the workplace: The personality job fit theory determines the skill or potentials of an individual to gain adaptability inside the organization (Smith Teicher). The degree of connection between a person and an organization is regarded as P-O fit (de Beer, Rothmann Jr, Mostert, 2016). This is actually called as workplace efficiency. The employee who works hard and efficiently as an individual as well as in the team will gain higher P-O fit for a workplace. In practicality P-O fit are used to measure unity with organizational skills or competencies. The most significant skills that are necessary for a candidate in the workplace are discussed in this segment. Here the discussion will throw emphasis on the skills necessary to engage Customer Service officers in the New Zealand School of Tourism. They are - Communication skills The employers here and everywhere want to engage people who can listen, speak, write and communicate properly with their customers. The candidates have to organize and express thoughts clearly in an accurate manner towards the customer . Organizing team works A customer service officer must have the skill to work in a team who can easily extract the best potential of others. Problem solving and analytical abilities Here the employer looks for people who can use innovativeness, previous experiences and logical skills to find out the solutions efficiently in the workplace situation. The ability to work in multicultural environment The customer service officer must be able to work with various cultural environments while dealing with the co-workers as well as the customers. He has to cope up and adjust with each culture in the job situation. Personal management and administrative skills The candidate must design, plan and manage numerous assignments and tasks (Coombs, 2014). Interpersonal skills with co-workers The employers expect that the appropriate candidate must build a happy and healthy relationship with their coworkers (Samovar, Porter, McDaniel, Roy, Communication between cultures, 2015). Proper management and leadership skills The perfect ability to manage and control the co-workers and lead the group are much needed by the organization. Computer literacy and learning skills The employees should be well-versed with basic computer skills and constantly outshine others when any changes appear in the job environment. Most of the jobs need their employees must work out and comprehend the basic math and necessary instructions given to them. Strong values and ethic regarding job Honesty, dedication, sincerity, perseverance, tolerance, dependability, self esteem and positive attitude are the basic inherent qualities that the employers seek in an eligible candidate. Illustration of the advertisement: POSITION OBJECTIVES The candidates have to manage all the related responsibilities of travel and tourism. Customer service officers must have all the fact and information regarding the tourism opportunities of the company. They should have necessary knowledge of provision, operation and progression of the tourism services. The eligible candidates should improvise effective public relations and make constant effort to satisfy the customers needs and queries and consistently aware the customers about the future projects and prospects of this particular tourism agency. ATTRIBUTES The candidates must keep unity, privacy and discretion within the job, they should be highly productive in the competitive market, must be aware of the norms, policies and regulations of the organization and totally dedicated to the betterment and progression of the organization. The ability of effective communication in workplace: The ability of effective communication skills is much needed in the workplace especially in the travel and tourism business as they directly depends on the mood and feedback of customers needs (Verderber, Verderber, Sellnow, 2013). The effective communication skills increase creativity, minimize errors, helps the operations to run in a smoother track. The highly capable employees should know the basic communication styles, listening and understanding skills, nonverbal communication aspects, must develop formulative or constructive attitude, should possess the ability to resolve conflicts, handle effectively the workplace diversity, and finally possess the questioning skills. Basic communication skills develop strengths of better communication reducing the weaknesses. The Customer Service Officer should be open and direct to any kind of situations that comes into their way. They should be aware of the words and their different meanings they choose for their customers, recognize the r eal meaning and mood of the response of the customer, truly analyze before sending the message to the customer, pay deep attention to the customer before responding, technical jargons, inflammatory words, slangs and colloquialism must be avoided, always be prepared for improving the listening skills. The candidates for the role of Customer Service Officer will be able to illustrate better listening skills, gaining information and following directions. Better communication style needs self awareness and proficiency to communicate with all age groups efficiently. Understanding the nonverbal communication is also necessary in this `regard (Leathers Eaves, 2015). The concerned officers must comprehend the use of body language, tone of voice and other modes of nonverbal communication (Mawer, 2014). They must be conscious about the impact of positive and negative comments in the workplace (Holmes Stubbe, 2015). The officers should know how to resolve contrasts and conflicting ideas acco mmodate new moderating philosophies, compromise with the client behavior and with the co-workers, meet personal goals with high proficiency level. The ability of working in the multicultural environment: Cultural diversity and communication of the customer service agents in the workplace are most essential in the globalized commercial culture (Barak, 2016). Culture directly influences communication and social values are inherent within the taste and opinion of a customer (Moran, Abramson, Moran, 2014). The concerned officer must develop the competency and complete the training while dealing with such responsibilities (Samovar, Porter, McDaniel, Roy, 2015). The candidate must learn to understand the perception and values of the customer. Culture is a compilation of feelings, especially shared feelings, expressed behavior, heterogeneous and dynamic in the true sense (Neuliep, 2014). The Customer Service Official must realize the cultural worldviews, values and proper interaction to satisfy the customers (Sorrells, 2015). They must be open to all customs and rituals related to culture of the customer and give special attention to them. Some barriers of intercultural communications are ethnocentrism, stereotyped behavioral approach, certain prejudices, discriminations, rigidity and so on. The Customer Service Officers must take special attention and care to such prejudiced individuals or community. Effective communication skills are highly acclaimed competency in the modern corporate world so it becomes necessary to every individual to gain all the above mentioned qualities to achieve highest customer satisfaction. The reason for inclusion of the above mentioned requirements in the advertisement of newzealand school of tourism: The employer in this context is related to tourism and development organization. NewZealand school of Tourism included that a customer service officer should develop and must have the multicultural ability to work in their organization. According them this ability enhances insights and innovative skills, employees come to know about the diversified cultures, values and customs of different communities all over the world which is highly beneficial for the publicity, promotion and popularity of the tourism organization. This ability increases the ability to get free exposure to other languages; even sometimes the customers in this way can give ideas about the various holiday destinations, advice and useful contacts. The tourism company focuses on the ability of communication by the customer service officials and has included this ability in their recent advertisement. They believe that this ability of the customer service officer will improve total customer services; this improves better comprehension of the instructions given by the supervisors, high officials as well as the customers. The employees understands the latest technology incorporated by the authority, it boosts confidence to interact with new guests and customers. Above all better communication in the workplace like NewZealand school of Tourism imbibes positive attitude towards the workplace for a wonderful working atmosphere of higher job satisfaction and wide travel and tourism business for the industry. Conclusion: NewZealand School of Tourism exclaims that perfect ability in working with effective communication skills and working with multicultural environment are most significant abilities for high customer satisfaction, and organizational performance. The competitive advantage of the organization success and failure directly depend on these two abilities of the Customer Service Professionals. This company should emphasize on the various Customer Service Orientation Program that includes Customer lifetime value which throws light on the long term effect of customer interactions, Loyalty programs must be introduced to identify and construct databases of frequent customers to award them with special services, rewards and promotion, Service Recovery must be introduced to the unsatisfied customers after a service failure. References: Barak, M. (2016). Managing diversity: Toward a globally inclusive workplace. Sage Publications. Coombs, W. (2014). Ongoing crisis communication: Planning, managing, and responding. Sage Publications. de Beer, L., Rothmann Jr, S., Mostert, K. (2016). The Bidirectional Relationship Between Person-Job Fit and Work Engagement. Journal of Personnel Psychology. Holmes, J., Stubbe, M. (2015). Power and politeness in the workplace: A sociolinguistic analysis of talk at work. Routledge. Leathers, D., Eaves, M. (2015). 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