Client in Tourism (in English)

  • Credits: 7
  • Ending: Examination
  • Range: 2P + 2C
  • Semester: winter
  • Year: 1
  • Faculty of Commerce

Teachers

Included in study programs

Tourism Management

Teaching results

Knowledge
Students will acquire knowledge about the specifics of individual types and segments of the demand
in tourism in terms of their motivation, consumer behavior, social, cultural and economic conditions
of the clients status. The students will gain new knowledge in the field of "consumer protection" in
accommodation facilities, catering establishments, transport services and travel agencies.
Competencies
The graduate will be professionally prepared to manage the process in the position of middle and
top management in companies that provide specific characteristic services of tourism and specific
services related to tourism. His competencies are aimed to develop and relationships with the
customer. The graduate will keep the decisions on the future direction with the aim to prepare the
product offer in order to satisfy the needs of the customer, the client.
Skills
During the study, The student will acquire skills during his study period in order to process primary
and secondary customer data, to work with the client's “history”. He/she will be able to eliminate
conflicts in between company and client just in time. He will understand the legitimate needs
and requirements of the client. The use of knowledge of foreign languages is a natural part of
work in tourism. Qualified must be able to solve the problems of client complaints and proceed
professionally in the processes of consumer protection in tourism services.

Indicative content

The course addresses the complex issue of clients demand in terms of the specifics of its
participation in tourism. Great attention is in reference to economic and social factors that affect
the client's motivation. The needs of the client are reflected in the topics of selected segments
(handicapped clients, children and youth, families with children, seniors (silver clients) .Much
attention is paid to consumer protection issues according to individual tourism services.

Support literature

Basic literature:
HUDON, Simon – HUDSON, Louise. Customer Service for Hospitality and Tourism. Oxford: Goodfellow Publishers Limited, 2022. 324 p. ISBN 978-1-915097-15-6.
Support literature:
BUTLER, Richard – SUNTIKUL, Wantanee. Tourism and Religion - Issues and Implications. Bristol: Channel View Publications, 2018. 320 p. ISBN 978-1-84541-644-7.
FLETCHER, John et al. Tourism, Principles and Practice. London: Pearson Education Limited, 2017. 672 p. ISBN 978-1292172354
NOVACKÁ, Ľudmila - FRASCH, Alexander. Key Changes in Charter Air Transport on Slovak Market. In: Trends and Challenges in the European Business Environment: Trade, International Business and Tourism: Proceedings of the 6th International Scientific Conference. Bratislava: Vydavateľstvo Ekonóm, Ekonomická univerzita v Bratislave, 2019, str 332-340, ISBN 978-80-225-4646-1.

Syllabus

1. Client, customer, consumer, theoretical approaches and their application in practice. Motivation. 2. Impacts on the demand for tourism products - economic, socio-psychological and exogenous factors. Economic aspects of consumption in tourism 3. Ethics and etiquette in relation to the client - customer in personal and online communication. Privacy. Typology of clientele in practice. Reference groups 4. Requirements of a health (physical, visual and auditory) handicapped clientele. Measures to meet the needs of the disabled client in terms of technical base and personnel approach. 5. Cultural religious specifics in the consumer behavior of tourist client according to religious groups. 6. Consumer behavior of the segment of children and youth and the segment of the family with children. Specifics of needs for school groups in accordance with the requirement of a playful educational function. 7. "Silver" clientele of seniors. 8. Consumer protection in tourism. The dimension of freedom of travel, protection of life and health, protection against reduced quality of goods and services in tourism. 9. Consumer protection in the purchase and consumption of holiday packages 10. Consumer protection in the purchase and consumption of related services 11. Consumer protection in the purchase and consumption of air transport services 12. Consumer protection in the purchase and consumption of services in land (rail, bus) transport. 13. Consumer protection in the purchase and consumption of services in shared tourism services

Requirements to complete the course

Active participation in teaching 15%
Elaboration and presentation of a team project 25%
Final written exam 60%

Student workload

Total study load (in hours): 182
Attendance at seminars: 26 hours
Preparation for seminars: 26 hours
Elaboration of the project: 40 hours
Preparation for the written tests 14 hours
Preparation for the exam 50 hours

Language whose command is required to complete the course

english

Date of approval: 09.02.2023

Date of the latest change: 03.03.2024