11 Ancillary Tourism Services

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11. ANCILLARY TOURISM SERVICES


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Learning Outcomes• Understanding the role of guides,

couriers and animateurs in meetingtourists’ needs

• Appreciate the use of insurance andnancial services to assist the tourist

• Identify the principal sources ofinformation in use by travel agents

• Be aware of mar eting andconsultancy services available to thetourism industry


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Introduction• !ervices that derive much of their

revenue from tourism and yet areclearly not part of the industry arecalled as ancillary services"

– #"g" companies speciali$ing inconstructions of hotels, theaters,

restaurants and other centres ofentertainment


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!ervices %o %he %ourist• Guides & fre'uently nown as retained

by principals for their e(pertise ingeneral or specialist sub)ects

– *uali ed guides& who have professional'uali cations to operate" #"g" blue badge

– Amateur guides without 'uali cations&+ainly used to cut costs

– river who is also a guide& -ho operate ofreelance basis, ta ing up to four individualson tour on their own vehicle


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.ouriers – #mployed by coach companies or tour

operators – %hey supervise groups of tourist

participate in tours – Acts as a source of information – Also nown as tour escorts, tour leaders,

tour managers, or tour directors – river who is also a courier may ta e the

responsibility of both driving and loo ingafter the passengers


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.ourier v /uide• Attached more

importance to theirsocial and people

managementfunctions"

•

!tress on impartinginformation as themost importantfunction of their

)ob"


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Animateur• +embers of the industry who

entertain tourists" – !treet entertainers& )ugglers, acrobats,

re0eaters , living sculptures , etc" – #vening entertainers on stage – !ports instructors – .artoon characters in isney land


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1inancial !ervices• Insurance & a very important aspect of a

tourist’s travel arrangements whichcovers the following contingencies&

– +edical care and hospitali$ation – 2ersonal accidents – .ancellation or curtailment of holiday – elayed departure – Baggage loss or delay – +oney loss – 2ersonal liability


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Insurance 3contd"4• !ome policies include coverage for the collapse of

the travel agent or tour operator• %ourists may prefer either a selective policy or a

standard policy• +ost tour operators encourage their clients to buy

their company’s comprehensive policies which areoften more e(pensive

• %ravel agents may o5er a better value insurance

policies but they may as a higher level ofcommission

• 1ree insurance has become a more attractiveincentive


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Incentive %ravel 7ouchers

• %heses are provided by companies totheir employees or dealers withattractive travel pac ages as rewardsfor achievements

• %hese vouchers have proved to be astronger motivator than either cashor consumer durables


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uty0free !hopping

• %he purchase of duty0 free goods atair ports, on board ships and at airports

• %hese shops have been a strongattraction for tourist for a very longtime


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!ervices %o %he !uppliers• #ducation and training&

– #arlier most employees of travelagencies, tour operators and hotels

were trained on the )ob, often byobserving supervisors at wor

– Universities and colleges now o5ercourses designed to provide a broader

nowledge of the industry and theworld of business


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%he %rade 2ress

• %hese are )ournals covering bothsocial and commercial activities

• %hey provide the heaviestconcentration of advertisements for

)obs in the industry


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8otel /uide Boo s• 8otel guide boo s have always

served the needs of both the tradeand the public

– Independent guides – 2aid entry guide – 9egistration guides


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%ravel /uide Boo s• %ravel guide boo s are en)oying huge

popularity as more and moreholidayma ers travel further


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+ar eting !ervices• %ourism consultants

•

9epresentative agencies• Advertising and promotional

agencies

• %echnical services


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%ourism consultants• +anagement and mar eting

consultant o5er advice to companieson the organi$ation and operation oftheir business"

• %hey do not directly involve in theday0to0day running of the companies


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9epresentative Agencies• 1or a royalty on sales, these

organi$ations act as general salesagents for a company within ade ned territory"

• A valuable service for smallercompanies see ing representationabroad"


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Advertising And 2romotional Agencies

• o much more than designadvertisements and place them inthe media"

• Involved in the entire mar etingstrategy of the company

• esign brochures by the studios• Use of technology in the promotion


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%echnical !ervices• 2urpose made systems for tourism

business

• eals with travel information,accounting, management, etc

• :etwor allows agents to accessprincipals computer reservationsystem


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%he future of ancillary services• 9ole of tour guides are becoming

important"

• %echnology replaces tour guide ingiving information" #"g" -al ing tourscan be downloaded on to +2;players

• %ourist still see out

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11 Ancillary Tourism Services