Introduction to Tourism and Hospitality in BC Introduction to Tourism and Hospitality in BC
Total Page:16
File Type:pdf, Size:1020Kb
Introduction to Tourism and Hospitality in BC Introduction to Tourism and Hospitality in BC MORGAN WESTCOTT, EDITOR Geoffrey Bird, Peter Briscoe, Ray Freeman, Kelley Glazer, Keith Henry, Terry Hood, Heather Knowles, Micki McCartney, Donna Owens, Lynda Robinson, Eugene Thomlinson, Griff Tripp, Don Webster, Rebecca Wilson-Mah Unless otherwise noted within this book, this book is released under a Creative Commons Attribution 4.0 International license also known as a CC-BY license. This means you are free to copy, redistribute, modify, or adapt this book. Under this license, anyone who redistributes or modifies this textbook, in whole or in part, can do so for free providing they properly attribute the book as follows: Introduction to Tourism and Hospitality in BC by Morgan Westcott, Editor, © Capilano University and is used under a CC-BY 4.0 International license. Additionally, if you redistribute this textbook, in whole or in part in either a print or digital format, then you must retain on every physical and/or electronic page the following statement: Download this book for free at http://open.bccampus.ca For questions regarding this license, please contact [email protected]. To learn more about the B.C. Open Textbook project, visit http://open.bccampus.ca Cover image: This montage includes: Vancouver Island University (https://www.flickr.com/photos/83374808@N05/14169303681/); BC Ferries from Nanaimo (https://www.flickr.com/photos/83374808@N05/13986039017/); Capilano Universitys Team (https://www.flickr.com/ photos/83374808@N05/10594703525/), all by LinkBC (https://www.flickr.com/photos/83374808@N05/) and all used under a CC-BY 2.0 license (https://creativecommons.org/licenses/by/2.0/). Introduction to Tourism and Hospitality in BC by Capilano University is licensed under a Creative Commons Attribution 4.0 International License, except where otherwise noted. Contents About the Book vi Introduction vii 1. Chapter 1. History and Overview 1 2. Chapter 2. Transportation 21 Morgan Westcott 3. Chapter 3. Accommodation 44 Rebecca Wilson-Mah 4. Chapter 4. Food and Beverage Services 71 Peter Briscoe and Griff Tripp 5. Chapter 5. Recreation 100 Don Webster 6. Chapter 6. Entertainment 122 Donna Owens 7. Chapter 7. Travel Services 147 Heather Knowles and Morgan Westcott 8. Chapter 8. Services Marketing 167 Ray Freeman and Kelley Glazer 9. Chapter 9. Customer Service 191 Ray Freeman and Kelley Glazer 10. Chapter 10. Environmental Stewardship 210 Don Webster 11. Chapter 11. Risk Management and Legal Liability 232 Don Webster 12. Chapter 12. Aboriginal Tourism 251 Keith Henry and Terry Hood 13. Chapter 13. Careers and Work Experience 273 Micki McCartney and Lynda Robinson 14. Chapter 14. Back to the Big Picture: Globalization and Trends 294 Geoffrey Bird and Eugene Thomlinson Appendix: Glossary 316 About the Authors and Reviewers 332 About the Book Introduction to Tourism and Hospitality in BC was created by a team of authors led by Morgan Westcott. This creation is a part of the B.C. Open Textbook project. The B.C. Open Textbook project began in 2012 with the goal of making post-secondary education in British Columbia more accessible by reducing student cost through the use of openly licensed textbooks. The B.C. Open Textbook project is administered by BCcampus and funded by the British Columbia Ministry of Advanced Edu- cation. Open textbooks are open educational resources (OER); they are instructional resources created and shared in ways so that more people have access to them. This is a different model than traditionally copyrighted materials. OER are defined as teaching, learning, and research resources that reside in the public domain or have been released under an intellectual property license that permits their free use and re-purposing by others (Hewlett Foundation). Our open textbooks are openly licensed using a Creative Commons license, and are offered in various e-book for- mats free of charge, or as printed books that are available at cost. For more information about this project, please contact [email protected]. If you are an instructor who is using this book for a course, please let us know. vi Introduction Welcome Figure 1.0 Super, Natural British Columbia is one of the world’s premier tourism destinations. Together, we’ll learn how the industry works and help prepare you for a career in tourism and hospitality. Welcome! If you’re reading this book, then you likely have a strong interest in pursuing a career in BC’s tourism and hospitality industry. Perhaps you are already working in the the industry and would like to enhance your skills. No matter what your background, we’re happy to share this collaborative work that pulls together decades of industry experience and academic know-how. An Introduction to the Industry No textbook could cover, in depth, the tourism industry in BC and the global context for its development. This textbook is intended to be a stepping stone for further resources, and is written with a first year college and uni- versity audience in mind. Created through Collaboration The book you’re reading was created through a collaborative process managed by LinkBC. It involved input from educators at multiple institutions, industry leaders, employers, and past graduates of BC’s tourism and hospitality management programs. Chapter Organization Each chapter is organized thematically, and moves from a global, to a national, to a provincial context. Some chapters will be quite global in focus while others will concentrate primarily on British Columbia. Chapter content is based on available data and research, and input from collaborators. vii viii • INTRODUCTION Additional Resources Each chapter features “Spotlight On” text boxes that highlight an organization, business, or other key component of the chapter’s theme. “Take a Closer Look” features encourage students to do further reading on particular sub- jects. At the end of each chapter, key terms are presented in alphabetical order to help students gain confidence with terminology; these terms are summarized in a Glossary at the end of the textbook.. These are followed by chapter exercises and a case study for in-depth exploration of the subject matter. For Instructor Resources or More Information To learn more about the creation of this textbook, or for instructor resources, please contact LinkBC: the tourism & hospitality education network, by visiting its website at www.linkbc.ca or sending a tweet to @linkBC. Attribution Figure 1.0 The Lions – Lake Capilano, BC by Jason Mrachina is used under a CC-BY-NC-ND 2.0 license. Chapter 1. History and Overview Learning Objectives • Specify the commonly understood definitions of tourism and tourist • Classify tourism into distinct industry groups using North American Industry Classification Stan- dards (NAICS) • Define hospitality • Gain knowledge about the origins of the tourism industry • Provide an overview of the economic, social, and environmental impacts of tourism worldwide • Understand the history of tourism development in Canada and British Columbia • Analyze the value of tourism in Canada and British Columbia • Identify key industry associations and understand their mandates What Is Tourism? Before engaging in a study of tourism, let’s have a closer look at what this term means. Definition of Tourism There are a number of ways tourism can be defined, and for this reason, the United Nations World Tourism Organization (UNWTO) embarked on a project from 2005 to 2007 to create a common glossary of terms for tourism. It defines tourism as follows: Tourism is a social, cultural and economic phenomenon which entails the movement of people to countries or places out- side their usual environment for personal or business/professional purposes. These people are called visitors (which may be either tourists or excursionists; residents or non-residents) and tourism has to do with their activities, some of which imply tourism expenditure (United Nations World Tourism Organization, 2008). Using this definition, we can see that tourism is the movement of people for a number of purposes (whether busi- ness or pleasure). 1 2 • INTRODUCTION TO TOURISM AND HOSPITALITY IN BC Definition of Tourist Building on the definition of tourism, a commonly accepted description of a tourist is “someone who travels at least 80 km from his or her home for at least 24 hours, for business or leisure or other reasons” (LinkBC, 2008, p.8). The United Nations World Tourism Organization (1995) helps us break down this definition further by stat- ing tourists can be: 1. Domestic (residents of a given country travelling only within that country) 2. Inbound (non-residents travelling in a given country) 3. Outbound (residents of one country travelling in another country) The scope of tourism, therefore, is broad and encompasses a number of activities. Spotlight On: United Nations World Tourism Organization (UNWTO) UNWTO is the United Nations agency responsible “for the promotion of responsible, sustainable and universally accessible tourism” (UNWTO, 2014b). Its membership includes 156 countries and over 400 affiliates such as private companies and non-governmental organizations. It promotes tourism as a way of developing communities while encouraging ethical behaviour to mitigate negative impacts. For more information, visit the UNWTO website: http://www2.unwto.org/. NAICS: The North American Industry Classification System Given the sheer size of the tourism industry, it can be helpful to break it down into broad industry groups using a common classification system. The North American Industry Classification System (NAICS) was jointly created by the Canadian, US, and Mexican governments to ensure common analysis across all three countries (British Columbia Ministry of Jobs, Tourism and Skills Training, 2013a). The tourism-related groupings created using NAICS are (in alphabetical order): 1. Accommodation 2. Food and beverage services (commonly known as “F & B”) 3. Recreation and entertainment 4. Transportation 5. Travel services These industry groups are based on the similarity of the “labour processes and inputs” used for each (Government of Canada, 2013).