Act Tourism

8/8/2019 Act Tourism

1/54

ACT TOURISM1

Act TourismDi anjurkan oleh Kementerian Pelancongan Negeri Sarawak

22 October 2010

By Sim Ling Ling

Management Consultant, Ethos Academy of Skills DevelopmentEthos Connect International Consulting


2/54

NORMS

2

Length of training

Time of breaks

Ask questions any time Manuals to take home

Location of washrooms

Certification Process


3/54

The learning model 5 Modules3

Module 1 Learning Objectives

Module 2 You & Malaysia

Module 3 Malaysias Hospitality Values

Module 4 Malaysia Host Personality

Module 5 Effective Communication

Conclusion My Malaysias Host Pledge


4/54

Learning Objectives

SHOWMALAYSIA IS

A WARM,SMILING AND

FRIENDLYCOUNTRY!

Meningkat

kesedaran tentang

kepentingan pelancongan di Malaysia

Membantu barisan hadapan memperolehikemahiran dan pengetahuan untukmeningkatkan servis anda

Memupuk rasa bangga dengan peranan

anda sebagai pemberi khidmat Menolong anda mempersembahkan tanah

air tercinta kita, Malaysia sebagai negarayang mempunyai rakyat yang sopan dan

mesra

4


5/54

MALAYSIA TRULY ASIA5

Rich & diverse cultures

Multi races from Asia & rest of the world living

together under one roof

Peace, harmony and stable government

Beautiful land of sights and attractions

Festivals

International events


6/54

MALAYSIA TOURISM VALUES

6

Tourists to Malaysia come from Singapore, Thailand,Indonesia, Middle East, China, Taiwan, Japan,Australia, UK and India

Tourism is the second largest foreign exchange earnerin Malaysia.

During VMY 2007, tourism earned RM46 billion and20.9 million visitors visited Malaysia.

During VMY 2007, our target of RM44.5 billion and20 million


7/54

Tourism receipts is RM54 billion

Tourist arrivals is 23.6 million

Average length of stay is 5.9 days

7

Tourists Arrivals 2009


8/54

Target in 2010 is 24.6 million

Tourism receipts of RM60 billion

Target in 2010 is 8 days

Target 20108


9/54

2008

JAN-DIS

2009

JAN-DIS

2008/2009

% CHANGE

Singapore 11,003,492 12,733,082 15.7

Indonesia 2,428,605 2,405,360 -1.0

Thailand 1,493,789 1,449,262 -3.0

Brunei 1,085,115 1,061,357 -2.2

China 949,864 1,019,756 7.4

India 550,738 589,838 7.1

Japan 433,462 395,746 -8.7

Australia 427,076 533,382 24.9

Philippines 397,884 447,470 12.5

United

Kingdom

370,591 435,091 17.4

TOP TEN MARKETS


10/54

MARKET

TOTAL TOURIST ARRIVALS JANUARY-DECEMBER

2008 SHARE (%) 2009 SHARE (%)

ASEAN 16,636,977 75.4 18,386,363 77.8

ASIA excl.ASEAN

2,890,801 13.2 2,972,203 12.5

AMERICA 345,217 1.6 345,768 1.5

OCEANIA 486,775 2.2 599,592 2.5

EUROPE 1,010,860 4.6 1,150,5944.9

AFRICA 143,356 0.7 98,742 0.4

Market CompositionMarket Composition


11/54

2008 2009

Total Tourist Arrivals

*Growth 22,052,48823,646,191

Total Expenditure (RM millions)*Growth 49,561.20

3,7647.9

Expenditure Per Capita (RM)

*Growth 2,247.402,166.4

Expenditure Per Diem (RM)

*Growth 351.20367.2

Average Length of Stay (Nights)

*Variance 6.4

5.9

Tourist Expenditure (RM)Tourist Expenditure (RM)


12/54

ASEAN MEMBER COUNTRIES

Brunei Darussalam

Cambodia

I

ndonesia Laos

Malaysia

Myanmar

Philippines

S

ingapore Thailand

Vietnam

12


13/54

TOP 10 TOURISTS ARRIVALS 200713

1. Singapore

2. Indonesia

3. Thailand

4. Brunei5. China

6. India

7. Japan

8. Philippines9. Australia

10. UK


14/54

Who is a tourist?

Travel at least 45 km from home

Stay for at least one night in place of visit

Use facilities such as hotel, restaurants, places ofinterest, etc


15/54

SIBU

Borneo Cultural Festival June - July

Gawai Dayak Festival June

Pesta Kaul Sibu April

Tua Pek Kong Festival

Chinese New Year

Hari Raya Puasa

Christmas & New Year Eve

Mooncake Festival

International Tattoo Festival

BASE Jump from Wisma Sanyan

15


16/54

Sharing Information on Malaysia

16

Local AttractionsPasar Gong Xi Fa Chai 1-6 February

Borneo Jet Ski Challenge 5-6 April

May Fest May

Miri City Day 20 May

Miri International Jazz Festival 9-10 May

Bakam Challenge 17 May

Miri Deep Sea Fishing Tournament 30 May

Gawai Dayak Festival 1-2 JuneBorneo International Yachting Race August

Baram Regatta Aug 15-17


17/54

Malaysia Tourism Products

MICE tourism: meetings, incentives,conferences, exhibitions,

Event tourism: Colors of Malaysia, Food

Festivals, Shopping tourism: MEGA sales Education tourism: Swinburne, Curtin University Theme Parks: Sunway, Genting

17


18/54

Malaysia Tourism Products

18

Marine tourism/berkenaan dengan laut:islands, beaches, diving

Eco-tourism/pelancongan eco: lakes, national

parks, Agro-tourism: home stay, farm, plantation, etc Adventure tourism/pengembaraan yang

mencabar: river rafting, jungle trekking,

mountain climbing Cultural tourism / Kebudayaan Sports tourism/sukan: FI


19/54


20/54

NILAI HOSPITALITI MALAYSIA

1Memberi perhatian

2 Kesopanan

3 Mengambil berat

4 Kemesraan

5 Bertimbang rasa

6 Kemurahan hati

7 Suka menolong

8 Boleh diharap

9 Menghormati

10Ikhlas

20

NILAI HOSPITALITI


21/54

Malaysias 10 Hospitality Values

1Attentiveness

2 Courtesy

3 Care

4 Consideration

5 Friendliness

6 Generosity

7 Helpfulness

8 Reliability

9 Respect

10 Sincerity

21

Hospitality Values


22/54

Roles & Responsibilities22

You are Malaysias ambassador

You are Malaysias Host

You are Malaysias friendly people


23/54

Responsibilities

23

Practice the 10 Hospitality Values

Take pride in your profession

Respectall visitors

Give good impression of yourself and Malaysia

Serve with highest professional standards

Give a wonderful and lasting experience


24/54

Customer Service Excellence Love yourcustomers!

24

What is customer service excellence?

It is about the different ways a front-liner can do to furtherincrease the value of the product or services which the visitors

purchase.

Perkhidmatan pelanggan cemerlang ialah mengenai cara carabarisan hadapan dapat meningkatkan nilai produk atau

Perkhidmatan yang dibeli pengunjung.


25/54

Benefits of Customer Service Excellence

25

More visitor arrivals and more revenues for the

country / lebih banyak pendapatan

Wider visitor diversity / menarik pengunjung dari

jumlah negara yang lebih luas

Good image of Malaysia / imej baik

Satisfied visitors which mean more repeat business /

lebih banyak perniagaan ulangan untuk syarikat Stronger tourism industry to overcome competition

and economic downturns / lebih mampu

mengatasi pesaing dan kemerosotan ekonomi


26/54

What do customers expect?

26

1. Job Knowledge / Pengetahuan

2. Responsibility / Bertanggung jawab

3. Reliability / Boleh di harap

4. Personal Attention / Memberi perhatian5. Availability / Kesediaan

6. Courtesy / Kesopanan

7. Flexibility / Fleksibelmudah dilenturkan8. Integrity / Kejujuran

9. Speed / Cekap


27/54

Importance of Remembering Names

27

Give Recognition / Mengenali

Build Trust / Membina kepercayaan

Customers feel high self-esteem / merekamerasa bangga dan gembira

Establish bond or rapport with customers /

mengeratkan perhubungan

Build relationship / membina

perhubungan


28/54

Behaviors of our tourists

28

Singapore: multi-racial country. Speaks mostly English

and Mandarin. Similar taste for food like Malaysians.

Adventurous and accept uncertainty as a way of life.

Can be meticulous.


29/54

Middle East: Eat halal food, loves shopping, sleep in

the day and active in the night. Travel with family

29


30/54

Japan: Shinto or Buddhist. Respect older folks

and people in higher positions. Rank conscious.

Enjoy sightseeing. Punctual and disciplined.

Eat with chopsticks and speak mostly

Japanese.

30


31/54

Tourist Behaviors

Thailand: Mostly Buddhists. Enjoy spicy food.

Tolerant of each other. Have a tight social

framework. Like shopping and easy going.

Speak Thai while many also speak English.

31


32/54

Behaviors of our tourists

China/Taiwan: Speak Mandarin and Hokkien.

Enjoy sightseeing and the sea.

32


33/54

Australia: Independent, adventurous and active.

Particular about quality of service. Humorous and

family oriented.

33


34/54

Your Attitude34

Cara anda berfikir the way you look atthings or interpret the world around you;situation, event and actions of other people

Cara anda berasakan your emotional state

Cara anda melakukan your behavior is adirect result of the way you think


35/54

Attitude/ Sikap

SSOPAN, SABAR

IINISIATIF, INTELLIGENT, INNOVATIF

K KEJUJURAN, KESOPANAN, KEIKHLASAN

A AMANAH, AMBIL BERAT

P PRIHATIN, POTENSI

35


36/54

Attitude / Sikap

P Peramah

O Optimist

S Setia, Senyum

I Inisiatif

T Tekun

I Ikhlas

F Fasih, Faham

36


37/54

Positive Attitudes

A Attentive

T Trustworthy

T Trust, Teamwork,I Interest in people,

T Tulus, Telus, Tegas, Tekun

U Unity, UnderstandingD Dedicated, Diligent,

E Efficient, Effective, Enterprising

37


38/54

Creating good first impression

38

Be well groomed Greet your guests Smile sincerely

Call people by their names Be friendly and helpful Be courteous Be genuinely interested in people. Be respectful of others opinions. Be considerate of others feelings Be alert and give service


39/54

Smile

Place the palm of the right hand over the heart

Slight bow

Express warm greetings such as selamat datang, good morning, etc

Greeting the Malaysian Way39


40/54

Grooming is about

Neat, clean and attractive

appearance

Poise and style

Good personal hygiene

Good dress sense

Healthy lifestyle

Confidence and a positiveself image

40


41/54

Your Friendliness

41

Friendliness is important to you:

Projects a good impression

Makes more friends

Makes the world a better place

Relieves stress and tension of living and working

Enables us to carry out tasks with ease


42/54

Effective Communication

Communicationis about gettingyour messageacross and

beingunderstood bythe person youintend tocommunicatewith.

42


43/54

The 3 Communication Components

43

1. Verbal communication ___7__%

2. Vocal Communication ___38__%

3. Non-verbal communication ___55__%


44/54

Benefits of Communication44

Build relationship

Understand others and be understood by

others as well Influence and persuade others

Get the results you want

Build harmony


45/54

1. Verbal

Pilihan kata

Daftar kata

Bahasa Pasar

Jargon2. Vocal

Lafaz

Loghat

Nada

Kelantangan

Sebutan

Kelajuan

Tinggi rendah nada

3. Non Verbal

Ekspresi muka

Tautan mata

Gerakan tangan

KekemasanPostur Badan

Bahasa Tubuh

453 Communication Components


46/54

Listening Actively46

Give full attention and respect to customers

Suspending our own thoughts and interests

Listening for what is spoken and not spoken

Separating the problem from the customersemotions

Acknowledge emotions


47/54

Benefits of Active Listening47

Pemahaman lebih baik antara satu sama lain

Tiada atau mengurangkan kesilapan

Mengingkatkan kepercayaan Membina perhubungan yang baik

Mengingkatkan kuasa pengaruhan anda


48/54

Poor Listeners48

Do not make eye contact

Interrupt conversation

Do not ask questions Talk a lot more than listening

Body posture, facial expressions do notseem interested


49/54

Giving Directions49

Tunjukkan keyakinan

Dengar dengan teliti apa dan di mana destinasi diingini

Pastikan arahan mudah dan pendek

Berikan maklumat yang tepat, jika tidak, rujuk kepadaorang lain

Gunakan gerakan tangan, gambarajah, lukisan, danpenunjuk jalan

Pastikan mereka faham arahan anda dengan bertanyasoalan


50/54

Giving Directions50

Display confidence

Listen carefully to what and where required destination is

Keep instructions simple and concise

Give correct information, if not refer to someone else

Use gestures, diagrams, pictures, drawings and landmarks

Check by asking questions


51/54

My Malaysia Hosts PLEDGE

51

I am a Malaysia Host

I will always live by and demonstrate the 10 Hospitality Values

I will ensure that whoever deals with me will always have fondexperiences and memories of my friendly and helpful ways

I take full pride in whatever I do; I will always adopt a positive attitude and positive behavior both in

good and not so good times

I am committed to Act Tourism by always applying what I havelearned here

I want Malaysia and my organisation to be proud of having me,because

I am a Malaysia Host


52/54

Contact Us52

Photos: www.flickr.com/photos/simlingling

Email: [email protected]

Tel No: 085 422 977 082 230801REGISTER Forum:

www.authenticsuccess.com.my

Ethos Connect International Consulting Sdn Bhd


53/54

END OF PROGRAM

53

Thank You For Your Participation!

All the Best To You!


54/54

1. Verbal

choice of words

Vocabulary

Slang

Jargon2. Vocal

Accent

Tone

Volume

Pronunciation

Speed

Pitch

Enunciation

3. Non Verbal

Facial expressions

Eye contact

Gestures

GroomingPosture

Body language

543 Communication Components

Documents

Act Tourism