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    EXECUTIVE SUMMARY

    This project report pertains to the booking procedure in South Hall Hotels, an assessment

    has been given and the ways been suggest to improve the current booking procedure.

    The purpose of this project is to make the students have thorough knowledge of the topics

    given to them. I learned a lot from the hard work I put in to collect information regarding the

    same, which would be of great use in my near future as a professional.

    Justification cannot be done to whatever I have learnt within a few pages but I have still

    tried my best to cover as much as possible about An overview of the attitudes and behavior of

    stakeholders of the tourism industryin this report.

    Being students, we need to be aware of the organization internal environment. Visits to

    Hotels help us to understand these concepts related to the working and specially the stakeholders

    attitude and behaviour.

    As Southhall Tourism started growing in bigger size, a need was felt to have promote the

    development and better maintenance of facilities and it could only be done to take care of

    stakeholders views in mind.

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    1. INTRODUCTION

    Travel and tourism is the worlds largest creator of jobs in most countries, providing

    employment for over 100 million people worldwide (World Tourism Organisation, (WTO)

    (1997), p. 212).

    There is, however, disagreement amongst professionals and economists about the

    economic impact of tourism as pointed out by Sutcliffe, 1985 and Fletcher, 1989. There is,

    nevertheless, the consensus amongst commentators that tourism contributes significantly to

    foreign exchange, to the Gross Domestic Product (GDP) and employment (Harrison, 1997). In

    the Pacific, international tourism experienced accelerated growth during the 1960s and the mid

    1970s.

    The consequences of the industrys growth on island communities became of a serious

    concern for social scientists, tourist industry professionals and the islanders (Deburlo, 1984;

    Farrell, 1977; Fox 1975; and Parr 1975). There is also disagreement whether tourism is an

    effective agent for economic change given the island states sizes and the nature of their small

    economies (Varley. 1978, p. 100; WTO, 1999, p.4).

    Tourism is a significant industry in these areas, as in many of the worlds poorest

    countries. It can have important impacts on the livelihoods of the worlds poor, but these impacts

    are rarely well understood and may often be negative. Strategies for enhancing impacts of

    tourism on the poor need to be developed. This requires starting with understanding how

    different tourism approaches affect local people, how the wide range of costs and benefits are

    distributed among stakeholders and what factors affect benefits to the poor. However, there is a

    general lack of information on which to base such an understanding, despite a growing interest in

    promoting local benefits from tourism, particularly around nature conservation areas.

    Some focus more on the processes of change, some on identifying impacts. Interventions

    that have enabled local communities to maximize gains and minimize losses from tourism

    activities are included though are not prominent. Some case studies deal with specific groupssuch as vendors and women and provide useful insights into processes and impacts affecting

    these groups. Given their different scope, methodologies, purposes, timing and scale, strict

    comparisons are difficult. Nevertheless, some instructive comparisons and contrasts emerge from

    a review of key points from each. Given the destination focus of most case studies, issues at the

    national or regional levels or macroeconomic issues are not addressed (with the exception of2

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    Nepal). Generally, economic linkages are not well explored in the literature that has been

    reviewed here, although those that do address linkages highlight their importance. The case

    studies are also limited in their analysis of private sector impacts, and of tourists perceptions and

    preferences. There is also relatively little information on exclusive resorts and the impact they

    have on the immediate environment, though research indicates that a whole range of new issues

    emerge from the development of such resorts.

    Sustainable Tourism: A Non-Governmental Organization Perspective

    A. Introduction

    Tourism is a rapidly growing phenomenon and has become one of the largest industries in the

    world. The impact of tourism is extremely varied. On one hand, it plays an important and

    certainly positive role in the socio-economic and political development in destination countries

    by, for instance, offering new employment opportunities. Also, in certain instances, it may

    contribute to a broader cultural understanding by creating awareness, respecting the diversity of

    cultures and ways of life. On the other hand, as a tool to create jobs, it has not fulfilled its

    expectations. At the same time, complaints from tourist destinations concerning massive

    negative impacts upon environment, culture and residents' ways of life have given rise to a

    demand for a more sustainable development in tourism. Different parties will have to be

    involved in the process of developing sustainable tourism. This section focuses on what the

    tourism industry itself can do in order to increase its sustainability, defines three major problems,

    and suggests possible tourism initiatives to help solve these problems. Other problems should

    also be included in the discussion for it to become exhaustive.

    B.Industry Initiatives for Sustainable

    Tourism

    Problems

    Decreased access to natural resources for the local communities and environmental

    degradation

    Tourism is not, as many people assert, a clean and non-polluting industry. A major problem is

    the lack of a common understanding of what sustainable tourism or "ecotourism" means. This

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    ambiguity leads to violations of environmental regulations and standards. Hence, the

    environmental problems evolving from tourism are manifold. First of all, the tourism industry is

    very resource and land intensive. Consequently, the interest of the tourism sector will often be in

    conflict with local resource and land use practices. The introduction of tourism will imply an

    increased stress on resources available. An influx of tourists into the area will lead to a

    competition for resources. Employees working at the tourist sites compound this competition.

    Almost as a rule, tourists are supplied at the expense of the local population.

    Tourist activities imply an intensified utilisation of vulnerable habitats. Investors and tourists do

    not necessarily possess awareness on how to use natural resources sustainably, and subsequently

    this utilisation often leads to a degradation of resources. Tourism is also a major generator of

    wastes. In most tourist regions of developing countries, sewage, wastewater and solid wastedisposal are not properly managed or planned. Lastly, tourism is also responsible for a

    considerable proportion of increased volumes and mileage in global transport and hence the

    associated environmentally damaging pollutant emissions. The tourism industry has not shown

    sufficient willingness to (internalise or) compensate the cost of conservation of bio-diversity in,

    for instance, protected areas, even though they can profit from it.

    Increasing cultural erosion and disrespect for human rights

    Tourism is a powerful agent of change. International tourism acts as a catalyst for the transition

    from traditional ways of life to so-called modern, Western forms of society. Accordingly,

    tourism often brings with it the introduction of new behaviour trends and norms. Very often,

    these are contrary to traditional norms existing in the host community, and can come into conflict

    with its cultural identity and threaten the traditional value systems there. The problem is that the

    investors seem to have a lack of cultural understanding of the invested society. There is a need

    for an increased awareness that establishment of new hotels etc. will have its consequences on

    the society and the people who live in it.

    Tourism has become associated with violation of human rights. Many destination countries have

    experienced an increase in criminality, prostitution, alcohol and drug abuse as a consequence of

    tourism. Furthermore, child labour is commonplace in the tourism industry (particularly in the informal sector).

    According to estimates made by ILO (International Labour Organisation), between 3 and 19 million children and

    teenagers work in the tourism sector. A particularly abominable form of violation of human rights is child slavery

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    and despicable abuse of children taking place in the booming sex industry in many countries. In these countries,

    tourism has led to an incredible increase in prostitution and also in the exploitation of children. The tourism industry

    has not yet come up with a general condemnation of these violations of human rights.

    Unqualified jobs and foreign exchange leakage

    The tourism industry is characterised by a high degree of monopoly, which implies a

    concentration of services and profits into very few big transnational corporations. In many

    countries, tourism facilities mostly belong to foreigners. Furthermore, in local host communities

    in many countries a relatively small number of people are involved in the tourism industry in

    host communities in many developing countries. Very often, there is a lack of qualified

    manpower in the locality. Hence, most employees are recruited form the big cities, neighbouring

    countries or even from the country of origin of the investors.

    Multiplier effects from tourism are less significant than is often assumed. One reason is that

    tourism industries purchase most of their inputs (materials, products or services) in their country

    of origin. As a result, a considerable amount of foreign exchange revenues leaks from the

    destination countries. The more goods, services, physical capital and human capital a country

    must import for its tourism services, the higher the leakage. Very often the investors are not

    approaching the local community to see what it actually can provide. In addition to this, the

    General Agreement on Trade in Services (GATS), with its liberalisation of global trade and

    services, is increasingly undermining the possibilities of individual countries and regions to

    control their tourism industries and the possible economic gains from tourism.

    Solutions

    Decreased access to natural resources for the local communities and environmental

    degradation

    In general, the tourism industry should engage in promoting sustainability as a hallmark for

    investors. More specifically, investors in tourism should strive to adopt environmentally sound

    technologies or other measures to minimise the consumption of local ground water. In the case of

    water utilisation, such measures might be water saving equipment, desalination systems and

    collecting and utilising rainwater. Using other types of resources in a sustainable manner is, of

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    course, also crucial. There is a need to use ecological materials and installation of renewable

    sources of energy systems (solar energy) in all new buildings and new construction. Furthermore

    there should be an acceleration of installation or solar/wind power in all public work projects of

    communities where tourism will be introduced. To prevent or minimise the impact of chemical

    inputs in soil, water and health, one should start utilising sound ecological methods, including

    IPM (Integrated Pest Management). Ecological methods need to be applied in all areas utilised

    for tourism, including in the maintenance of golf courts, gardens and recreational facilities.

    Pollution of ground and coastal waters must be prevented, and recommendations must be made

    (perhaps even legislation) for tourism investors to invest in proper sewage treatment facilities.

    Appropriate waste disposal systems and ways to separate garbage into organic and non-organic

    waste should be developed. Organic waste can be composted and possibly reused on hotelgardens or even for local farming. This could be done through collaboration with local residents.

    Residents could organise themselves and manage the allocated dumping sites, and hence benefit

    from the system in receiving payment from the hotel for services rendered. A system to separate

    the different materials, and recycle some should be in place at the landfill site, thus reducing the

    waste even further.

    To avoid degradation of the natural environment, tourism projects can help finance protected

    areas and safeguard ecologically sensitive regions against further environmental deterioration.

    By empowering local populations and have them participating in the entire process,

    sustainability will be ensured as it becomes accepted by and adjusted to the local communities.

    Also, a protected area might certainly be a suitable tourist-attraction, where tourists can

    experience amazing nature and learn about conservation and traditional uses of natural resources

    in the area.

    Investors in tourism should always respect the traditional land tenure system in the area and the

    traditional user-right systems of resources. In regard to this, the communication and consultationwith the local communities about resource-use is important. Tourism investors should not

    exclude local people from using local resources, and thus take away what they depend on for

    maintaining their well being. The tourism industry can and must take initiatives to implement

    that polluter(s) pay a principle (or other forms of internalisation of externalities) for pollution

    related to tourism operations. This may be organised and carried out through local tax systems or

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    through funds established by the tourism industry for local community development. However,

    the paid principle should be applied for minor pollution only and should not be developed into a

    possibility for investors to pay a symbolic fine for imposed irreversible negative impacts on the

    local environment.

    Inaccurate and/or mild environmental legislation in destination countries may possibly attract

    more foreign investors contributing to fast economic growth and development, but with

    environmental damage as a consequence. To avoid the dilemma, destination countries will have

    to choose between economic development and environmental protection international.

    Multinational enterprises must be committed to follow the environmental standards of their home

    country should these be stricter than those at the destinations.

    Increasing cultural erosion and disrespect for human rights

    The tourism industry should promote projects, which are compatible with the cultural identity of

    the local population's way of life. Furthermore, the tourism sector should always make sure it

    acts in accordance with the cultural heritage, and respect the cultural integrity of tourism

    destinations. This might be accomplished by defining codes of conduct for the industry and

    hence providing investors with a checklist for sustainable tourism projects.

    Establishing and developing tourist training programmes could be one way of managing codes of

    conducts for the tourists. Here, tourists can be informed and educated about the destination for

    their travel both before and after their arrival at the site. At the site, tourist information centres

    can be established through funding from the investor. The information given to tourists should

    include codes of conduct regarding appropriate behaviour and clothing. It is reasonable to

    assume that people's offending behaviour is largely a consequence of ignorance rather than

    intention. Consequently, information and facts about the destination, ways of life, history,

    cultural heritage is crucial to help tourists get along.

    It is an absolute must that tourism investors do not engage in or promote child labour and

    prostitution. Moreover, it is appropriate that the industry commit themselves to a global

    campaign against such and any other violation of human rights. Evaluating the sustainability of

    the tourism development, in regards to cultural and human rights aspects, is highly recommended

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    for those responsible for the tourism projects. As with the case mentioned earlier of preventing

    environmental degradation, this must be carried out through communication and consultation

    with the local communities.

    Unqualified jobs and foreign exchange leakage

    By devising local training programmes and establishing educational projects, the tourism

    industry can ensure that qualified local people are employed in their projects. One should train

    the local people instead of foreigners to become guides due to their knowledge of the area and

    resources. The investors should be responsive to the kind of knowledge, abilities and skills found

    in the local communities. Very often such knowledge and skills are well fitted to be used in

    tourist activities be it fishing trips, nature trails, souvenir sales or dancing courses for tourists etc.

    To constrain foreign exchange leakage, those responsible for the tourism projects should ensure

    that local inputs are purchased for their projects. A proper examination of local resources

    available will be beneficial for both the industry and the local residents. Usually, there is

    considerable local willingness to start producing new products if a market for these products

    exists. The tourism sector should also adopt measures to prevent foreign exchange leakage by a

    commitment to re-investment of a fair share of the locally accrued profit. We have already

    mentioned protected areas, training programmes on codes of conduct for tourists, or possible

    training of local employees, as projects in need of funds. Initiatives towards more local

    community development projects should also be appropriate.

    The tourism industry should promote the establishment of small and medium-sized tourism

    enterprises which, compared to large-scale hotels etc., have far more moderate impacts on the

    environment. It is the industry's responsibility to act as a model for communities to show that it

    is possible to do business whilst protecting natural resources. The industry should also promote

    and support local communities to start tourism-related businesses and grant access to low interest

    loans. It is the responsibility of the tourism sector to ensure total transparency in all transactions,

    and to prevent tourism projects from being used as projects for laundering illicit money, as well

    as to refuse using bribes as a means to obfuscate or avoid government rules and regulations.

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    There should be a global boycott against those investors involved in such or other types of illegal

    activities.

    General recommendations and possible solutions which concern all three problem areas

    Empowerment of residents at tourist destinations, through local participation, may be facilitated

    by providing written and legally binding contracts between local people and tourism investors.

    The contracts will help to avoid broken promises, which too many examples and previous experience prove to be a

    huge problem. In addition to the mentioned examples (providing proper information for tourists and establishing

    training programmes for residents), the tourism industry, through for instance the WTTC or the WTO with NGOs in

    the selection panels, could issue awards especially for sustainable tourism projects as an encouragement for

    investors.

    Agents and Partnerships for change

    In this section, the focus has been on what the tourism industry itself can do in order to augment

    and improve its environmental, cultural, social and economic profile and make sure this is

    sustainable. However, the industry's effort cannot be successful without a profound collaboration

    with all stakeholders.

    Within the industry, it is important that both small and large-scale tourism operators are included

    in the collaboration and that they participate in solving problems related to tourism development.

    As mentioned, a sustainable development of the tourism industry can only be ensured through

    participation of all local residents in the destination countries. There is a need for a willingness

    and ability for the partners to work with this kind of bottom-up approach. In this context, both

    environment and social NGOs have an important role to play, putting pressure on the industry

    and facilitating contracts and local participation for community development. Governments in

    both destination and countries of origin of tourists and investors are responsible for providing

    appropriate legislation for sustainable tourism development, and to follow up the tourism

    projects with sufficient monitoring and appropriate sanctioning. Exchange of successful

    experiences of sustainable tourism projects is an important factor in this connection. Lastly, an

    interdisciplinary approach to the problem is necessary: using local, regional and/or international

    consultative forums.

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    C. Influencing Consumer Behaviour to Promote Sustainable

    Tourism Problems

    International tourism plays an ambivalent role in contributing to cultural exchange and

    sustainable development. On the one hand, it involves a highly buffered, short-term consumer

    experience of other locales. Tourists can pay and leave, remaining isolated from negative

    impacts at the local level. On the other hand, tourism may increase recognition of the importance

    of respecting cultural diversity and developing an identity as a world citizen. It offers

    opportunities to educate consumers regarding responsible tourism and sustainable development.

    Consumers can play a major role in the transformation of societies towards sustainability. While

    mass tourism in the past was rather producer-driven, the industry today is becoming increasingly

    consumer-driven. In highly competitive tourism markets, well informed, responsible consumers

    can put increasing pressure on the industry to behave more responsibly.

    A number of official proclamations have affirmed every individual's right to rest and leisure

    including tourism. However, tourism remains an unobtainable luxury for the majority of the

    world's population. Tourists primarily originate from affluent industrialised societies where

    tourism has become a mass phenomenon. Tourists' values, attitudes and behaviour are

    determined by their social environment, cultural identity and way of life which may be in

    conflict with local customs. Tourism is heterogeneous in nature, made up of many different types

    of traveller, seeking a wide range of tourism products. Demand is influenced by irrational

    factors, e.g. fashion and trends. Demand depends on the availability of time and money, on

    images, perceptions and attitudes. Tourists have various needs, desires and motivations, both of a

    'push' and 'pull' nature. While household incomes in major tourist-sending countries are

    declining, industry sales projections continue to grow, indicating increasing competition. The

    consumer mind is set on discount prices and "buy now/pay later" options. This poses serious

    threats, as prices already lag far behind any realistic accounting of tourism costs and impacts.

    Many of the demand patterns in tourism reflect the unsustainable lifestyles of industrialised

    consumer societies. Tourism acts as an agent in exporting these life-styles and consumerist

    attitudes to less industrialised societies via demonstration effects and modelling. Tourism

    increases demand for imported consumer goods in the destinations, with detrimental effects on

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    the environment, due to the ecological costs of transport and the high amount of waste generated.

    Increasing imports also reduce local/national economic gains, due to foreign exchange leakage.

    The over-consumption of resources by tourists and tourism infrastructure (e.g. the excessive use

    of water, firewood or food) is incompatible with sustainable development. The carrying capacity

    of natural environments is often exceeded with the addition of tourism demands. Tourist demand

    for resources (land, water, energy, food) may also compete with the needs of local people and

    may increase social inequality, gender inequality and injustice. Tourist transport, especially air

    travel, is highly energy intensive and causes pollutant emissions. Many tourism activities such as

    skiing, boating, mountain hiking, motorised water-sports (e.g. jet skies), and trekking represent

    stress for fragile ecosystems. Tourists often lack information and awareness about their impact in

    a different culture and environment, about their impacts on socio-economic and socio-culturaldevelopment, and about the environmental costs of tourism. While tourists may be open to

    learning, they are often unaware of inappropriate behaviour and have little guidance on how to

    improve them. Others may refuse to adapt to local life-styles (even when informed) insisting on

    their freedom to behave as they want.

    While the tourism industry may be willing to improve their products and services, there is a

    conflict between the industry's pursuit of economic gains and social and environmental

    responsibility. The industry lacks information on the requirements of sustainable tourism and on

    how to integrate economic forces with environmental and social requirements. Tourists shopping

    for escapism generally abide by one fundamental consumer ethic: receipt upon payment.

    Consumer advocates may intervene where inferior customer service is delivered. However, the

    sustainability of corporate practices is self-regulated. This conflict of interest within the industry,

    and consumers' low awareness of tourism impacts, have led to a widespread abuse of 'green'

    labeling.

    The mass media, especially television through films and reports about events, sights, etc. in other

    parts of the world, are increasingly influential on travel decisions and consumer behaviour in the

    destinations. However, these programmes often serve primarily as advertisements, painting

    images of destinations, rather than providing relevant information for potential travellers.

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    There is a lack of reliable and appropriate (e.g. age and gender segregated) research data on the

    determinants of tourist demand, motivation and behaviour. Few countries, whether tourist-

    sending or tourist-receiving, collect such data that are helpful under sustainable development

    criteria. Most studies of tourist behaviour focus on mainstream markets or market segments,

    rather than assessing or modelling sustainable alternatives. Governments in many tourist

    destinations and local communities have little or no information on what to expect from tourism

    and the incoming tourists, and how to influence and control tourism and guide tourist behaviour;

    They are controlled by international/global institutions, the industry and the consumers.

    Governments of the affluent countries are only beginning to look at the issues of outgoing

    tourism. They are not yet sufficiently aware of their responsibility and methods to influence

    tourist behaviour by political and legal guidelines/criteria and appropriate planning and policies.

    Trade unions have fought successfully for shorter working hours and more vacation. However,

    they need to take more responsibility for helping to create a leisure industry that is more

    sustainable.

    Solutions

    Consumer behaviour can and must be influenced by:

    Fighting unsustainable forms and aspects of tourism, at the various levels, by

    sanctioning unacceptable behaviour and discouraging inappropriate consumer

    behaviour.

    Promoting responsible and sustainable patterns of behaviour, at the various levels,

    by promoting best practises and encouraging responsible consumer behaviour. There

    are different types of instruments and remedial measures available:

    Legal measures (rules, regulations, sanctions);

    Market based instruments, such as taxes to influence market prices;

    Promotion of and (financial) support for best practice;

    Industry self-monitoring/codes of conduct;

    Information, education and research.

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    2. ROLE OF STAKEHOLDERS IN TOURISM

    As tourism within a destination develops, so do the needs and expectations of the

    stakeholders involved. The tourism industry is extremely competitive. Countries are aggressively

    promoting themselves as ideal holidaying destinations in a bid to realize the long term profits

    available within the sector. Destinations are therefore challenged with having to distinguish

    themselves from the competition to gain competitive advantage. Recent developments within the

    industry thus raise the question, how best can tourism success be defined and what does tourism

    success mean to the stakeholders involved?

    (Bornhorst, T., et al.,Determinants of tourism success for DMOs & destinations: An empirical

    examination of stakeholders perspectives2009.06.008)

    True to the stakeholder concept, the tourism industry is a great illustration as to why

    stakeholder management is required in order for a destination to remain competitive. As the

    tourism sector develops the need to involve the perspectives of various groups who are affected

    or capable of affecting tourism success becomes imperative (Getz et al,). For instance, mass

    tourism raised awareness on the need to involve the local community and environmental

    supporters to ensure protection of culture and resource base through sustainable tourism

    development practices for future tourism.1

    Establishing tourism success from the perspective of primary stakeholders such as the

    Destination itself and Destination Management Organizations (DMOs) like the National Tourism

    Boards is vital. This is because it enables destinations to benchmark their performance in order to

    measure their success relative to that of their competitors. According Ritchie and Crouch, the

    success of tourism is dependent on the input and output. This is indeed true as companies

    that strive to achieve profit from their products tend to invest heavily in advertising the existence

    and benefits of their products as a means of generating sales.

    The Bornhorst et al. (2009) article affirms the need to incorporate the perspectives of

    various stakeholders using the study conducted on the Canadian tourism industry. It is through

    1http://www.tourism-master.nl/2009/10/04/the-measures-of-tourism-success/

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    this study that we are able to categorize the determinants of destination success based on input,

    process and performance variables. These determinants are evidently similar to those required in

    determining the success of the DMOs.

    The perspectives of the stakeholders are indeed beneficial as one realizes that adestinations tourism success does not lie only within its economic measures (output). But also in

    the destinations product and service (input) and the manner in which this is communicated

    (process). Thus destinations such as Malaysia are slowly beginning to gain competitive

    advantage within the international markets. This is because their input variables such as diverse

    culture complimented with the consumer advertising campaign (process) Malaysia Truly Asia

    and concerted efforts (process) of the Association Southeast Asian Nations (ASEAN) establish

    the destination as a competitor within the international markets.2

    Stakeholder management by DMOs such as National Tourism Boards is also essential to

    achieve tourism success. For instance, National Tourism Boards act as a neutral body and thus

    strive to minimize conflict and balance the voices of the stakeholders. This in turn ensures the

    involvement of stakeholders such as the local community who will not receive the tourist in a

    hostile manner thereby resulting in low visitor arrival figures. For instance, South Africas

    Xenophobia demonstrates the need for stakeholder management if tourism is to be a success.3

    It is therefore evident that a relationship exists between the destination and the DMOsdespite the fact that they differ on the variables of funding and personnel. Therefore for a

    destination to achieve tourism success, the involvement of the primary stakeholders such as the

    destination itself and the DMOs is essential. As indicated by Hales, stakeholder management

    demonstrates a shift from centralized, process oriented bureaucracies to a more decentralized

    form of management. Thus, standardized operating systems have been replaced by holistic

    integrated systems whereby identified stakeholders are proactively involved in achieving the

    destinations tourism success. This establishes an agreeable environment that encourages

    compromise on variables consequently resulting in a cohesive marketing initiative.

    2 Bornhorst, T., et al. (2009). Determinants of tourism success for DMOs & destinations: An empirical examination

    of stakeholders perspectives. Tourism Management, XXX, 1-18.3 Donald Getz and Seldjan Timur. involvement in sustainable: balancing the voices. 231-245.

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    Tourism literature and research output point to the need for increased collaboration in managing

    stakeholders interests (Jamal and Getz 1995; Keogh 1990). Jamal and Getz (1995) have

    suggested that although some people try to present a definitive argument as to the impact of

    tourism on community development (i.e. promotes or destroys the overall quality of life),.the

    crux of the argument presented in much of the literature is the need for more active involvement

    of all people affected by the proposed development. This, they have suggested, is similar to the

    underlying premise of stakeholder theory.

    There are several stakeholders whose interests have to be taken care of and harnessed in the

    tourism industry based on native land. Freeman (1984) states that a stakeholder in an

    organisation is, by definition, any group or individual who can affect or be affected by the

    achievement of the organisation objectives (1984:46). By the same token, the stakeholder can

    also affect or be affected by the failure of the organisation. A group qualifies as a stakeholder if

    it has a legitimate interest in aspects of the organisations activities.

    First amongst the stakeholders are the native landowners who, between them, have varying and

    differing levels of rights over the land (Stanfield, 1997). Their interest lies, first and foremost, in

    the benefits they receive for the use of their land.

    Tourism activities comprise the worlds largest industry with over three trillion US dollars in

    revenue produced. Despite its economic significance, debate continues as to whether or not

    tourism truly benefits all stakeholders involved. According to Lea (1988), at a most basic level,

    two schools of thought exist regarding its role in community and/or market development. He has

    stated that for the political economy, tourism has been viewed as an exploitative force which

    emanates from the desire of affluent middle classes in metropolitan countries. There is the

    other view that poor and less developed countries take on tourism in the belief that this form of

    economic activity will address their economic problems.

    2.1 ANALYSIS OF IMPACTS ON STAKEHOLDERS

    In most cases, tourism is part of a wider phenomenon of globalization, modernization, and

    development. The factors necessitating or facilitating the development of tourism may differ

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    from country to country. The pressure of demand from tourists has been a significant factor in

    opening up tourism, often despite an absence of suitable facilities. Highway expansion, tourism

    promotion by national and international agencies, development of a domestic tourism segment,

    or disruption of local livelihoods necessitating a switch to new activities are other factors that

    have played a part in some cases.

    International aid agencies, notably the International Monetary Fund and soft-loan organizations,

    have often supported the development of the industry as an important means of earning foreign

    exchange. Emphasis has often been placed on building luxury facilities to attract foreign tourists,

    while domestic tourism, which can and often does provide a more sustainable market and better

    income opportunities for the local communities, has rarely been given priority. Tourism

    development plans have tended to ignore the negative impacts that can be inflicted. In the

    tourism planning process in most Southeast Asian countries in the 1970s and 1980s, it was

    assumed that any economic gains tourism brought to local communities would more than

    compensate any losses. Little attention was given to the impact that diversion of natural

    resources for tourist facilities would have on local communities or the environment.

    Most of the case studies focus on local impacts and do not give adequate attention to the wider

    picture. Therefore, it is impossible to assess how local costs and benefits from tourism should be

    weighed against wider national economic objectives. Information on gains at the national level

    was only available for Nepal, where tourism only contributed around 40% of GDP in 1992 but

    was a leading export industry and employment generator (CREST, 1995a). The details suggest

    that benefits of tourism to national economies can be quite limited in practice. Nepal has a dual

    economy, with the modern sector (incorporating tourism) concentrated in certain pockets. A low

    proportion of tourism expenditure is retained in Nepal as the ratio of import content is 65.2% of

    goods and services provided for the tourism sector and 55.3% for tourism related activities (the

    tourism sector includes accommodation, catering, transport and other facilities, while tourism-

    related activities include handicrafts, carpets and garments). Profits generated by the tourism

    sector have leaked out partly due to the capacity constraints of the domestic economy. However,

    as black market earnings are underestimated, leakages tend to be overestimated (CREST, 1995a).

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    The case studies do not consider the duration or cyclical fluctuations of the impacts of tourism.

    Most of the case studies analyzed were conducted before the impact of the current economic

    crisis in Asia was felt, so analysis is based on a time of large and increasing number of tourists

    from other Asian countries.

    The following sections review the evidence from the case studies concerning different types of

    impacts, their distribution and the key factors affecting them. The focus is on economic,

    livelihood a socio-cultural impact at local level, because this is the focus of the case studies

    reviewed. However, the role of macro-economic factors, governmental and other institutions is

    considered (in 3.6), in terms of how they influence impacts at local level.

    2.1.1 Economic impacts

    The way in which local people are economically affected by tourism depends critically on

    whether and how they participate in the industry. While definitions may blur, it is useful to

    distinguish between participation in the formal sector (such as hotels), the informal sector (such

    as vending, boating) and in the secondary enterprises which have linkages with tourism (such as

    food supply). As indicated below, the case studies suggest local participation in the formal sector

    is highly variable, participation in the informal sector is often considerable and very important,

    while linkages are often critical in handicraft production but variable or limited in other sectors.

    Formal sector

    The better-off segments of local communities tend to dominate accommodation provision, but

    do not always monopolies it. As tourism is introduced, the relatively better-off households can

    begin by offering hospitality through home-stays, in many places only charging for food. Home-

    stays also become an important source of income in more developed destinations during peak

    seasons when accommodation in guest houses, lodges and hotels is not easily available. In

    Cemoro Lawang/Ngadisari (Indonesia), some accommodation is provided by poorer people,

    especially in households besides the road leading up to the caldera rim (Cochrane, 1997). Similar

    evidence was found in other case study areas. Backpackers and domestic tourists often provide a

    market for poorer households.

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    As tourism grows, lodges and hotels begin to replace home-stays. In some cases, this marks an

    increasing involvement of outside investors, as in the Boracay (Philippines) case study reported

    earlier. In other cases, local entrepreneurs maintain a key role such as the local apple orchard

    owners in Kinnaur (India) and locals who have expanded their premises in Marinduque

    (Philippines). Once luxury resorts develop, as in Bali (Indonesia), the scenario becomes more

    complex with international investors beginning to play an increasing role.

    Transport tends to fall into a grey area between the formal sector and informal sectors. Most

    destinations have a fleet of taxis, jeeps or other motorized transport, often driven by the owners.

    In Kinnaur, the number of taxi drivers increased dramatically within two years of travel

    restrictions to the area being relaxed. In 1992, there was only one taxi in Reng Peo, an important

    town in the region, but this increased to 50 by 1994. Remote villages now also have taxi

    operators (AME, 1995b).

    Owners associations, operating on rota systems are becoming a common phenomenon. This is

    well documented for taxis and horse rides in the Bromo Tennger study in Indonesia where horse

    and jeep owners associations provide a contact point for tour operators and hotel owners, as well

    as standardized prices and practices. Unfortunately, the jeep owners suffered a setback when a

    road was constructed, allowing tour buses to reach a car park just below the caldera ring, the

    main tourist attraction (Cochrane, 1997). In other places, taxi drivers have lost custom as

    organized tours have begun to replace independent travel (Kalisch, 1997).

    Information on employment in formal sector tourism is scattered and not very systematic. There

    is mention of high placed jobs in resorts going to non-locals, expatriate staff, or foreign trained

    nationals who are unlikely to integrate into the local community. However, there is almost no

    mention about who gets the middle and lower ranking jobs. Cleaning and driving may be dull

    and grim, but they can be significant sources of employment and livelihood improvement

    locally. Given the potentially large scale employment in mass tourism, this area needs more

    attention. It seems that middle-ranking jobs often go to urban migrants, many of whom are likely

    to gradually integrate into the local society, or form a separate community with the possibility of

    boundaries merging between the two (Singh, 1989; Nicholson, 1997). But the longer the resorts

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    have been established, the more likely it is that local populations will pick up the skills to fill

    these positions.

    The potential for employment of local staff also seems to improve as one moves away from the

    luxury resorts to less up market tourism. This potential is highlighted in the study on livelihood

    security in two villages near Manali in India where unprecedented growth of tourism and

    subsequent urban expansion has led to increased employment opportunities (mainly for men)

    (Laurie Ham in Berkes et al., 1997).

    Informal sector

    Several case studies indicate the importance of the informal sector for enhancing local benefits.

    The informal sector includes tourism-related activities such as collection and sale of fuel wood

    for the tourism industry, vending, and running tea stalls. The income generated by the informal

    sector can be quite staggering. 1979 estimates for Pagboche, a small village in the Khumbu

    region of Nepal, showed an income of NR120,000 (approx. US$10,000)4 from the sale of

    fuelwood alone. Comparisons with income from formal employment have not been made, but it

    appears likely that the contribution to total income would have been very significant for 1979

    (Jefferies, 1982).

    In some instances, the poor can gain significantly from the informal sector related to tourism, in Pangandaran (Indonesia), for instance, informal sector activities are particularly attractive to

    lower class people (and women) for a number of reasons: they do not usually require special

    skills or education; they need little capital investment; they can be undertaken as a secondary

    occupation in addition to routine occupations; and they do not require government permits or

    follow government regulations, (Wilkinson and Pratiwi, 1995: 92). In particular, vending

    provides a relatively easy entry into tourism-related trades for the poor, particularly women. It is

    often a seasonal activity, providing a substantial boost to the income of poor.

    However, the informal sector tends to get the least attention when interventions are planned, and

    interventions are frequently detrimental to this sector particularly to vendors whose access to

    tourists can be restricted. For example, in Sa Pa (Vietnam), the district aim of moving all ethnic

    minority craft sellers inside a concrete market and off the streets will be detrimental to the

    image and feel of Sa Pa. The market has traditionally been outside, but the authorities have built

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    on the space once occupied by the ethnic minorities (Koeman, pers. comm.). It is rarely

    recognized that vendors are sometimes the only point of contact between the local community

    and tourists, and are hence crucial to a tourists impression of a place, as well as to the expansion

    of economic opportunities for the poor. One documented exception is the initiatives in

    Yogyakarta in Indonesia, where a flexible licensing system, cooperative and an association have

    been established, though the authors also note that during the same time period and for the same

    reasons, similar associations were established in other developing countries (Timothy and Wall,

    1997).

    Casual labor and self-employment provide major avenues for local communities to enhance

    livelihood opportunities from tourism. Unlike formal employment, self-employment tends to

    highlight the entrepreneurial spirit of village communities. Villagers are used to stringing

    together a livelihood from a variety of sources, often giving them a natural knack for enterprise,

    and the range of case studies highlight a wide variety of ways in which local people have

    exploited their opportunities.

    Casual labor or self-employment linked to formal sector tourism emerges as important. For

    example, there is evidence that agencies organizing trekking and mountaineering activities in

    Nepal depend on a well-organized labor market to employ porters, cooks and guides on a

    seasonal basis, often with labor contractors acting as intermediaries (CREST, 1995a). An

    estimate made in 1989 showed that trekking alone generated 0.51 million man-days of

    employment in a year (CREST, 1995a).

    The seasonal nature of tourism in most destinations can be a disadvantage, especially if the

    dependency on tourism is significant. However, seasonal opportunities can also be beneficial.

    They could be an additional source of income, providing a cushion in time of need. In

    Marinduque Island there is a large influx of tourists during Easter, many of whom stay in private

    homes, providing an extra income for the owners (Nicholson, 1997). Or, as it happens

    sometimes, the tourist season coincides with the lean season, when the availability of other

    income earning opportunities is low. In most regions near the sea, fishing boats divert their

    activities to tourism in peak seasons, ferrying people or providing pleasure rides. In Pangadaran,

    many canoe owners switch their boats from fishing to conveying tourists to the game park, a

    much more remunerative activity than fishing. For the longest trip (lasting several hours) the

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    price was Rp40,000 (US$21) in 1992 (Wilkinson and Pratiwi, 1995: 293). The lodges of Nepal,

    the losman of Bali and the hotels and restaurants in Boracay and Sa Pa and the vending stalls of

    Yogyakarta also create jobs, either seasonal or more continuous. Much of the literature lacks

    specific focus and quantification, making analysis difficult.

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    3. AIMS OF THE PROJECT UNDERTAKEN BY ME

    The project studied by me An overview of the attitudes and behavior of stakeholders of

    the tourism industry It helps to encourages to understand stakeholders attitude and behaviour

    and gives an opportunity to rectify the flaws, doubts and dissatisfaction. Management can learn

    what the necessity of stakeholders attitude and behaviour in South Hall Hotels. It is essential for

    every organization for their current environment and which will remain in demand in future as it

    helps in maintaining good management relations and promoting efficiency through stakeholders

    attitude and behaviour.

    OBJECTIVE OF THE STUDY

    1) To know about the satisfaction levels of stakeholders attitude and behaviour of SouthHall Hotels.

    2) To study the tourism development and maintenance by stakeholders.

    3) To suggest the ways of improving tourism through stakeholders attitude and behavior.

    4) To study the preferences given to the stakeholders attitude and behavior regarding South

    Hall tourism.

    HOW IT WAS UNDERTAKEN

    A survey was conducted by me among the stakeholders of the South Hall Hotels,

    London. Questionnaire had been prepared and filled through stakeholders regarding their view

    point was studied, certain questions were asked regarding the attitude and behaviour,

    suggestions to improve upon for their future betterment,and how far it is beneficial for the

    South Hall Hotels. Their views helped me a lot to practically understand my project .

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    4. LITERATURE REVIEW

    Jarunee Tancharoen (1998) The purposes of this study were to 1) seldy types of organizational

    culture on five-star hotel and four-star hotel industry in Bankok, 2) compare organizational

    culture between five-star hotel and four-star hotel, 3) study the impact of the type of

    organizational culture to service quality. Two-groups of questionnaire were distributed to 363

    hotel officers and 336 customers. Statistical techniques used in this study were percentage,

    means, and Factor Analysis, t-test and spearman correlation. The results of this study found that

    most of customers were male, 30-41 years old. In five-star hotels, most of then came froth

    Europe but in fourstar hotels came from Asia. The organizational culture of five-star hotels could

    not be identified exactly, but tended to be constructive type. The organizational Culture of four-

    star hotels was combined between constructive and aggressive. Types of organizational culturewere not related to service quality of the hotels. More over, the service quality related to

    customers satisfaction. This study provides discussion and recommendation for further study.

    Supawadee Kanchanawat (1998) is studied about the attitude and the influential factors

    towards the large hotels catering departments in Bangkok. The results reveal that the target

    group is mostly from the private sector or corporate client and individual customers. The

    preference in catering style is buffet. The purpose of event is mostly seminar. Most customers do

    not have loyalty to certain hotel, they move around. The most influential factor for marketing

    plan are prodcut or service and promotional activaties in sale promotion. Promotion tactic play a

    major role in supporting customers to make a decision.

    Title: Stakeholders in sustainable tourism development and their roles: applying

    stakeholder theory to sustainable tourism development

    Author(s): Erick T. Byrd Journal: Tourism Review

    Year: 2007 Volume: 62 Issue: 2 Page: 6 13 ISSN: 1660-5373

    Publisher: Emerald Group Publishing Limited

    Abstract: Sustainability has become an important topic and concept in relation to tourism

    planning and development. For sustainable tourism development to be successful stakeholders

    must be involved in the process. The questions that should be considered though are: (1) who

    should be considered stakeholders in tourism development, and (2) how should planners and

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    developers involve stakeholders in the development of tourism? In order to provide answers to

    these questions this paper investigated sustainable tourism development and how stakeholder

    inclusion and involvement are incorporated in the basic concept of sustainable tourism

    development. This investigation was accomplished by reviewing and drawing conclusions from

    the literature. The discussion includes thoughts from both management and public participation

    perspectives. So who should be involved in the sustainable tourism development process? Based

    on the definitions that are used for sustainability and sustainable tourism four distinct groups are

    identified; the present visitors, future visitors, present host community, and future host

    community.

    Title: Can association methods reveal the effects of internal branding on tourismdestination stakeholders?

    Author(s): Olivia Wagner, Mike Peters Journal: Journal of Place Management and Development

    Year: 2009 Volume: 2 Issue: 1 Page: 52 69 ISSN: 1753-8335

    DOI: 10.1108/17538330910942807 Publisher: Emerald Group Publishing Limited

    Abstract: Purpose The purpose of this study is to employ the collage technique, an unstructured

    qualitative association instrument, with respect to place branding initiatives and to uncover

    internal stakeholders' perceptions of the region or destination.

    Design/methodology/approach The first part presents a general framework of brand and

    destination branding in the field of tourism research. The empirical study was carried out in

    selected Alpine tourism destinations. In the first stage the authors identified the main

    representatives of stakeholders in two Austrian tourism destinations. In the second, the collage

    technique was used to obtain stakeholders' perceptions of the tourism destination brand.

    Findings The findings reveal that different internal stakeholders trace different perceptions of

    tourism places and illustrate the importance of using the collage as a technique to explore the

    various identities of a place.

    Research limitations/implications It is argued that internal destination stakeholders do not share

    the same brand perception of the destination brand and they do not share a common identity,

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    which is communicated through the destination management organisations (DMOs). However,

    more research is needed to support these findings as the study is limited by its sample size and

    focus on the Alpine region of Tyrol, Austria.

    Practical implications The results suggest that DMOs should establish better identities within

    their destination. In particular, they must consider that the collage is a very important technique

    in communicating the desired brand identity to internal destination stakeholders.

    Originality/value This paper seeks to clarify the effectiveness of the collage method as a tool to

    measure stakeholders' identities of selected tourism destinations. The paper demonstrates the

    importance of employing different association methods (word or picture) in recognizing

    stakeholders' knowledge and opinions of destinations as a primary step in analyzing stakeholders'

    brand identity perception.

    Title: Management exercises and trainer's note in sustainable tourism and dynamics

    Author(s): Robert J. Johnston, Timothy J. Tyrrell

    Journal: International Journal of Culture, Tourism and Hospitality Research

    Year: 2007 Volume: 1 Issue: 4 Page: 328 337 ISSN: 1750-6182

    DOI: 10.1108/17506180710824217 Publisher: Emerald Group Publishing Limited

    Abstract: Purpose To provide training exercises that will help tourism planners and analysts

    better understand the fundamentals of tourism sustainability and dynamics.

    Design/methodology/approach The paper is organized as a presentation of tools and conceptual

    models, followed by associated training exercises and answers. The first exercise addresses basic

    concepts of sustainability as applied to tourism development. The second addresses the use of

    phase diagrams to illustrate the dynamic behavior and change of tourism-related economic and

    environmental conditions over time.

    Findings Operational definitions of sustainable tourism generally are consistent with a wide

    variety of outcomes for a tourist destination. Exercises demonstrate that operational definitions

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    of tourism sustainability require numerous choices and tradeoffs, and are more complex than is

    suggested by common discourse.

    Practical implications Given that the most desirable sustainable outcomes for tourism differ

    across groups, the search for sustainable tourism outcomes must combine environmentally

    sustainable outcomes (which are often many) with socially acceptable compromise solutions that

    lie somewhere between the optima for each distinct group. No amount of searching, bargaining,

    or stakeholder education will reveal a universal sustainable solution that maximizes benefits to

    all affected groups. In the vast majority of cases no optimal solution exists.

    Originality/value The paper provides tools and conceptual frameworks that characterize

    potential conflicts, hazards, and tradeoffs implicit in the choice among different sustainable or

    non-sustainable outcomes for tourism.

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    5. RESEARCH METHODOLOGY

    NEED FOR THE STUDY

    This research is mainly concerned with the study of booking procedure and prepares guidelinesfor their future guidance. Personnel or investigation and analysis of personnel and human

    behavior with the view to set the guidelines for the future. Personnel research is the task of

    searching for and analyzing facts relating to the end that personnel problems may be solved or

    guidelines governing to their solution derived.

    RESEARCH PROCESS

    Different steps are to be followed in the research process and they are explained as below:

    1. PROBLEM SOLVING

    This is the basic step in the research process. It is well said that A problem well defined is half

    solved. Here the problem is An overview of the attitudes and behavior of stakeholders of the

    tourism industry

    2. RESEARCH DESIGN

    Once the problem is defined the next step is the Research Design. Research design is the basicframework which provides guidelines for the rest of the research process.

    The research design for this project is descriptive research design as descriptive studies attempt

    to obtain a complete and accurate description of this situation. So in this study full description of

    the assessment of existing booking procedure regarding the ways to improve the current booking

    procedure will be known so it is a descriptive study.

    3. SAMPLING DESIGN

    The sampling design used in this project is QUOTA SAMPLING, as the sample of the

    stakeholders for the survey were selected from the South Hall Hotels from different quotas.

    4. POPULATION

    The population of my research are stakeholders ofHotels in South Hall.

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    1. MEHFIL

    45 The Green, Southall, Southall, London, Greater London

    Mehfil is 0.41 kilometers from Southall.

    2. UNIVERSAL PLAZA HOTEL

    60-66 The Broadway, London, Greater London

    Universal Plaza Hotel is 0.5 kilometers from Southall.

    3. A NIGHT INN

    Portland House, 18-20 Portland Road, 18-20 Portland Road, London, Greater London

    A Night Inn is 0.6 kilometers from Southall.

    4. RED LION HOTEL LTD

    100 High Street, London, Greater London

    Red Lion Hotel Ltd is 0.64 kilometers from Southall.

    5. PREMIER INN HAYES (HEATHROW)

    362 Uxbridge Road, London, Greater London

    Premier Inn Hayes (Heathrow) is 2.2 kilometers from Southall.

    6. HEATHROW INN

    140 Coldharbour Lane, London, Greater London

    Heathrow Inn is 2.43 kilometers from Southall.

    7. FOUNTAIN HOUSE HOTEL

    116-118 Church Road, London, Greater London

    Fountain House Hotel is 2.97 kilometers from Southall.

    8. WILLOW GUEST HOUSE

    192 Church Road, Hayes, Hayes, London, Greater London

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    Willow Guest House is 3.04 kilometers from Southall.

    9. COTTAGE GUEST HOUSE

    150 High Street, Cranford, Cranford, London, Greater London

    Cottage Guest House is 3.06 kilometers from Southall.

    10. BOSTON MANOR HOTEL LTD

    146 - 152 Boston Rd, Hanwell, Hanwell, London, Greater London

    Boston Manor Hotel Ltd is 3.11 kilometers from Southall.

    11. THE MASTER ROBERT HOTEL

    366 Great West Rd (A4 East Bound), Airport Hotel (Heathrow), Airport Hotel (Heathrow),London, Greater London

    The Master Robert Hotel is 3.22 kilometers from Southall.

    12. THE BRIDGE HOUSE

    188 Wood Lane, Osterley, Osterley, London, Greater London

    The Bridge House is 3.69 kilometers from Southall.

    13. BRIDGE HOTEL

    Western Avenue, London, Greater London

    Bridge Hotel is 3.74 kilometers from Southall.

    14. RAMADA LONDON HEATHROW

    745 Bath Road, Heathrow, Heathrow, London, Greater London

    Ramada London Heathrow is 3.8 kilometers from Southall.

    15. SHEPISTON LODGE (HEATHROW)

    31 Shepiston Lane, London, Greater London29

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    Shepiston Lodge (Heathrow) is 3.83 kilometers from Southall.

    5. SAMPLE SIZE

    The sample sizes for my project are 15 stakeholders of South Hall Hotels.

    6. DATA COLLECTION

    Following are the sources for the collection of data:

    Primary source

    Secondary source

    Data collection methods

    There are three main methods of data collection

    Observation

    Survey

    Direct interview method

    I have selected survey methodof data collection.

    This is one of the common and widely used methods for primary data collection. We can gather

    wide range of valuable information about the behavior of the Stakeholders viz. attitude, motive

    and options etc. In survey method most commonly used is the questionnaire, another one is

    interview. Questionnaire yields the most satisfactory results. So I have also used questionnaire to

    find out the stakeholders attitude with respect to the assessment of existing South Hall Tourism.

    However since research process involves the collection of data and facts, building up and

    analysis of data then checking the data and data remarks it is obvious that a study takes a

    considerable time for completion.

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    APPLICATION OF RESULTS

    Stakeholder involvement is a critical part of sustainable tourism development. To involve

    stakeholders, researchers and planners must first identify and understand what elements comprise

    stakeholders knowledge of the concept of sustainable tourism. From this study six factors of

    stakeholder understanding were identified; (1) natural resources, (2) stakeholder participation,

    (3) stakeholder education, (4) economic planning, (5) awareness of tourism resources, and (6)

    tourism resource protection. The factors can be used to develop a tool that will assist planners in

    measuring a communities knowledge base for sustainable tourism development in their

    communities. This tool could also become a barometer of stakeholder understanding for

    sustainable tourism development in a community.

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    6. DATA INTERPRETATION AND ANALYSIS

    6.1 TOURISM ISSUES

    Tourism has had a positive on the quality of my life.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 1 4 11

    Interpretation: According to 15 tourism stakeholders 7% of them say that they are slightly

    agree that tourism had a positive quality of life, 20% of them say that they moderately agree that

    tourism had a positive quality of life and rest 73% of them say that they are strongly agree that

    tourism had a positive quality of life.

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    Tourism has been good for the south hall as a whole.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 2 13

    Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that

    Tourism has been good for the south hall as a whole and rest 87% of them strongly agree that

    Tourism has been good for the south hall as a whole.

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    Tourism is good for the economy as tourist expenditure helps to stimulate the economy,

    employment opportunities and local business.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 0 15

    Interpretation: According to 15 tourism stakeholders 100% of them strongly agree that Tourism

    is good for the economy as tourist expenditure helps to stimulate the economy, employment

    opportunities and local business.

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    Tourism makes local residents feel more proud of their town and good about themselves

    andtheir community.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 1 14

    Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that

    Tourism makes local residents feel more proud of their town and good about themselves andtheir community and rest 93% of them strongly agree that Tourism makes local residents feel

    more proud of their town and good about themselves and their community.

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    Tourism promotes the development and better maintenance of public facilities.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 0 15

    Interpretation: According to 15 tourism stakeholders 100% of them strongly agree that Tourism

    promotes the development and better maintenance of public facilities.

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    Tourism has changed the character of South Hall for the better.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 2 13

    Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that

    Tourism has changed the character of South Hall for the better and rest 87% of them strongly

    agree that Tourism has changed the character of South Hall for the better.

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    There are more interesting things to do in South Hall because of Tourism development.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 1 14

    Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that more

    interesting things to do in South Hall because of Tourism development and rest 93% of them

    strongly agree that more interesting things to do in South Hall because of Tourism development.

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    Tourism show case South Hall in a positive light and help to encourage future tourism

    and / orbusiness investment.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 1 14

    Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that

    Tourism show case South Hall in a positive light and help to encourage future tourism and / or

    business investment and rest 93% of them strongly agree that Tourism show case South Hall in a

    positive light and help to encourage future tourism and / or business investment.

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    Tourism promotes the development of infrastructure such as restaurants and shops for

    localresidents.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 2 13

    Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that

    Tourism promotes the development of infrastructure such as restaurants and shops for local

    residents and rest 87% of them strongly agree that Tourism promotes the development of

    infrastructure such as restaurants and shops for local residents.

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    Tourism leads to increase in the development of infrastructure such restaurants and

    supermarketshopping.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 0 15

    Interpretation: According to 15 tourism stakeholders 100% of them strongly agree that Tourismleads to increase in the development of infrastructure such restaurants and supermarket shopping.

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    Tourism leads to increase in the prices of houses and business.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 1 3 11

    Interpretation: According to 15 tourism stakeholders 7% of them slightly agree that Tourism

    leads to increase in the prices of houses and business, 20% of them moderately agree that

    Tourism leads to increase in the prices of houses and business and rest 73% of them strongly

    agree that Tourism leads to increase in the prices of houses and business.

    42

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    43/75

    Sporting and community facilities are less available to local residents because of tourism

    overcrowding.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 2 3 10

    Interpretation: According to 15 tourism stakeholders 13% of them slightly agree that Sporting

    and community facilities are less available to local residents because of tourism overcrowding,20% of them moderately agree that Sporting and community facilities are less available to local

    residents because of tourism overcrowding and rest 67% of them strongly agree that Sporting

    and community facilities are less available to local residents because of tourism overcrowding

    43

  • 7/30/2019 Cox Bazaar

    44/75

    Tourism has changed the character of South Hall for the worse.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    7 6 2 0 0

    Interpretation: According to 15 tourism stakeholders 47% of them strongly disagree that

    Tourism has changed the character of South Hall for the worse, 40% of them moderately

    disagree that Tourism has changed the character of South Hall for the worse and rest 13% ofthem slightly agree that Tourism has changed the character of South Hall for the worse.

    44

  • 7/30/2019 Cox Bazaar

    45/75

    Tourism development is proceeding too fast in South Hall.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 3 12

    Interpretation: According to 15 tourism stakeholders 20% of them moderately agree that

    Tourism development is proceeding too fast in South Hall, and rest 80% of them strongly agreethat Tourism development is proceeding too fast in South Hall.

    45

  • 7/30/2019 Cox Bazaar

    46/75

    Tourism helps promotes a more professional service attitudes in the South Hall- staff in

    otherbusinesses (retail, trade, professional services) are more friendly and helpful.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 2 13

    Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that

    Tourism helps promotes a more professional service attitudes in the South Hall- staff in other

    businesses (retail, trade, professional services) are more friendly and helpful, and rest 87% of

    them strongly agree Tourism helps promotes a more professional service attitudes in the South

    Hall- staff in other businesses (retail, trade, professional services) are more friendly and helpful.

    46

  • 7/30/2019 Cox Bazaar

    47/75

    The staff and volunteers in the Visitor Information Centers (VIC) are knowledgeable about

    mybusiness and refer customers to me.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 1 4 10

    Interpretation: According to 15 tourism stakeholders 6% of them slightly agree that the staff

    and volunteers in the Visitor Information Centers (VIC) are knowledgeable about business and

    refer customers, 27% of them strongly agree that the staff and volunteers in the Visitor

    Information Centers (VIC) are knowledgeable about business and refer customers and rest 67%

    of them strongly agree that the staff and volunteers in the Visitor Information Centers (VIC) are

    knowledgeable about business and refer customers.

    47

  • 7/30/2019 Cox Bazaar

    48/75

    The staff and volunteers in the VICs are knowledgeable about things to do in the region.

    Strongly

    Disagree

    Moderately

    Disagree

    Slightly

    Agree

    Moderately

    Agree

    Strongly

    Agree

    0 0 0 4 11

    Interpretation: According to 15 tourism stakeholders 27% of them moderately agree that the

    staff and volunteers in the VICs are knowledgeable about things to do in the region, and rest

    73% of them strongly agree that the staff and volunteers in the VICs are knowledgeable aboutthings to do in the region.

    My business and staff benefit from the professional development opportunities provided by

    South Hall Tourism

    48

  • 7/30/2019 Cox Bazaar

    49/75

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 2 13

    Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that the

    business and staff benefit from the professional development opportunities provided by South

    Hall Tourism, and rest 87% of them strongly agree that the business and staff benefit from the

    professional development opportunities provided by South Hall Tourism.

    My business benefit from the marketing service provided by South Hall Tourism.

    49

  • 7/30/2019 Cox Bazaar

    50/75

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 3 12

    Interpretation: According to 15 tourism stakeholders 20% of them moderately agree that

    business benefit from the marketing service provided by South Hall Tourism and rest 80% of

    them strongly agree that business benefit from the marketing service provided by South Hall

    Tourism.

    My business benefits from the policy and advocacy service provided by South Hall

    Tourism.

    50

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    51/75

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 5 10

    Interpretation: According to 15 tourism stakeholders 33% of them moderately agree that

    business benefits from the policy and advocacy service provided by South Hall Tourism and rest

    67% of them strongly agree that business benefits from the policy and advocacy service provided

    by South Hall Tourism.

    South Hall Tourism is not helpful in any to my business.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    51

  • 7/30/2019 Cox Bazaar

    52/75

    10 4 1 0 0

    Interpretation: According to 15 tourism stakeholders 6% of them slightly agree that South Hall

    Tourism is not helpful in any to my business, 27% of them moderately agree that South Hall

    Tourism is not helpful in any to my business and rest 67% of them strongly agree that South Hall

    Tourism is not helpful in any to my business.

    52

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    53/75

    CONCLUSION

    Most of the tourism stakeholders say that they strongly agrees that tourism had a positive

    quality of life.

    Most of the tourism stakeholders say that they strongly agree that Tourism has been good

    for the south hall as a whole.

    According to all tourism stakeholders they strongly agree that tourism is good for the

    economy as tourist expenditure helps to stimulate the economy, employment

    opportunities and local business.

    Most of the tourism stakeholders say that they strongly agree that tourism makes local

    residents feel more proud of their town and good about themselves and their community.

    According to all tourism stakeholders they strongly agree that tourism promotes the

    development and better maintenance of public facilities.

    Most of the tourism stakeholders say that they strongly agree that tourism has changed

    the character of South Hall for the better.

    Most of the tourism stakeholders say that they strongly agree that more interesting things

    to do in South Hall because of tourism development.

    Most of the tourism stakeholders say that they strongly agrees that tourism show case

    South Hall in a positive light and help to encourage future tourism and / or business

    investment.

    Most of the tourism stakeholders say that they strongly agree that tourism promotes the

    development of infrastructure such as restaurants and shops for local residents.

    According to all tourism stakeholders they strongly agree that tourism leads to increase in

    the development of infrastructure such restaurants and supermarket shopping.

    Most of the tourism stakeholders say that they strongly agrees that Tourism leads to

    increase in the prices of houses and business.

    53

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    54/75

    Most of the tourism stakeholders say that they strongly agree that Sporting and

    community facilities are less available to local residents because of tourism overcrowding

    Most of the tourism stakeholders say that they strongly disagree that tourism has changed

    the character of South Hall for the worse,

    Most of the tourism stakeholders say that they strongly agree that tourism development is

    proceeding too fast in South Hall.

    Most of the tourism stakeholders say that they strongly agree Tourism helps promotes a

    more professional service attitudes in the South Hall- staff in other businesses (retail,

    trade, professional services) are more friendly and helpful.

    Most of the tourism stakeholders say that they strongly agree that the staff and volunteers

    in the Visitor Information Centers (VIC) are knowledgeable about business and refer

    customers.

    Most of the tourism stakeholders say that they strongly agree that the staff and volunteers

    in the VICs are knowledgeable about things to do in the region.

    Most of the tourism stakeholders say that they strongly agree that the business and staff

    benefit from the professional development opportunities provided by South Hall

    Tourism.

    Most of the tourism stakeholders say that they strongly agree that business benefit from

    the marketing service provided by South Hall Tourism.

    Most of the tourism stakeholders say that they strongly agree that business benefits from

    the policy and advocacy service provided by South Hall Tourism.

    Most of the tourism stakeholders say that they strongly agree that South Hall Tourism is

    not helpful in any to my business.

    54

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    55/75

    6.2 IN TERMS OF TOURISM AND HOSPITALITY I WOULD LIKE TO

    SEE IN SOUTH HALL

    More Restaurants

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 2 7 6

    Interpretation: According to 15 tourism stakeholders 13% of them slightly agree that more

    restaurants should be there in south hall, 47% of them moderately agree that more restaurants

    should be there in south hall and rest 40% of them strongly agree that more restaurants should be

    there in south hall.

    55

  • 7/30/2019 Cox Bazaar

    56/75

    More small hotels, farm stays and bed and breakfasts.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 4 11

    Interpretation: According to 15 tourism stakeholders 27% of them moderately agree that more

    small hotels, farm stays and bed and breakfasts should be there in south hall, and rest 73% of

    them strongly agree that more small hotels, farm stays and bed and breakfasts should be there insouth hall.

    More environment or eco-tourism attractions.

    56

  • 7/30/2019 Cox Bazaar

    57/75

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 2 13

    Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that more

    environment or eco-tourism attractions should be there in south hall, and rest 87% of them

    strongly agree that more environment or eco-tourism attractions should be there in south hall.

    57

  • 7/30/2019 Cox Bazaar

    58/75

    More festivals, such as a food and wine festival.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 3 12

    Interpretation: According to 15 tourism stakeholders 20% of them moderately agree that more

    festivals, such as a food and wine festival should be there in south hall, and rest 80% of them

    strongly agree that more festivals, such as a food and wine festival should be there in south hall.

    58

  • 7/30/2019 Cox Bazaar

    59/75

    More tourism signage.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 1 14

    Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that more

    tourism signage should be there in south hall and rest 93% of them strongly agree that more

    tourism signage should be there in south hall.

    59

  • 7/30/2019 Cox Bazaar

    60/75

    More visitors information facilities.

    Strongly

    Disagree

    Moderately

    Disagree

    Slightly

    Agree

    Moderately

    Agree

    Strongly

    Agree

    0 0 0 2 13

    Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that morevisitors information facilities should be given for south hall and rest 87% of them strongly agree

    that more visitors information facilities should be given for south hall.

    60

  • 7/30/2019 Cox Bazaar

    61/75

    A local employment agency especially for hospitality and tourism work.

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 1 14

    Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that a local

    employment agency especially for hospitality and tourism work should be done for south hall

    and rest 93% of them strongly agree that a local employment agency especially for hospitality

    and tourism work should be done for south hall.

    61

  • 7/30/2019 Cox Bazaar

    62/75

    More tourism product development

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 0 15

    Interpretation: According to 15 tourism stakeholders 100% of them strongly agree that more

    tourism product development should be done from south hall.

    More tourism promotional activities within the South hall.

    62

  • 7/30/2019 Cox Bazaar

    63/75

    StronglyDisagree

    ModeratelyDisagree

    SlightlyAgree

    ModeratelyAgree

    StronglyAgree

    0 0 0 4 11

    Interpretation: According to 15 tourism stakehol