Human Factors in Tourism: A Layperson's Approach

verfasst von: Prabir Mukhopadhyay

Verlag: Springer Nature Singapore

Buchreihe : Design Science and Innovation

Enthalten in: Springer Professional "Wirtschaft+Technik" , Springer Professional "Technik" , Springer Professional "Wirtschaft"

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Über dieses Buch

The textbook covers the application of human factors in different facets of tourism and hospitality industry. It talks about appropriate ambience creation for guests, so they can enjoy their stay. This book enumerates different human factors aspects of dealing with tourists, conducting guided tours, or ensuring that tourists are completely satisfied from the tour in detail but in a layperson’s language. This book discusses details of the application of human factors in the tourism sector. This book aims to fill the gap between the literature available on tourism that deals with people and human factors that deals with the interaction among people, space, and products. This book aids the students and instructors in understanding and teaching different human factors issues in this sector. Further, this book will help professionals in the industry in providing quality services to their clients.

Inhaltsverzeichnis

Frontmatter

Chapter 1. Your Users Your God

Abstract

This chapter gives the readers an overview of the human factor’s principles related to tourism and the different areas where intervention is possible. It starts with human factors as a whole and then contextualizes the subject in relation to tourism. It touches upon different user groups, staffs, infrastructure, food, travel, sightseeing, etc. all related to tourism. The chapter deals with tourism from a macro perspective touching upon different types of tourism. It then converges on different finer aspects of tourism from the human factors perspective like tourist’s needs and wants, types of tours, emergency situations and so on. It also gives some directions as to how to present appropriate information to the tourists so that they are able to take a prudent decision. The chapter also deals with human factors aspects of dealing with different types of tourists and satisfying them. The chapter deals with different ways of drawing customers and retraining them. The readers are taken through how to identify the weak link in the tourism sector from a human factors perspective and make those weak links robust.

Prabir Mukhopadhyay

Chapter 2. First Love with Accommodation

Abstract

This chapter gives the readers an insight into the different human factor elements related to accommodation and food in tourism. The human factor elements of guest check in and check out, giving them an overview of their accommodation and ensuring that they like the accommodation in the very first go is discussed in this chapter. The chapter takes the readers through different human factors aspects of reception counter including its design, the personal grooming of staffs and different ways of making the check in and check out for the guests hassle free and a good experience for them. The chapter takes the readers through different human factors issues in room service, with specific focus on different parts of the room like bed, bathroom, bathtub, along with different entertainment elements like television, magazines, etc. The chapter also discusses the efficient way of handling guests’ luggage and taking them to their respective room. Overall this chapter gives the readers an overview of the human factors issues in guest handling in any accommodation starting from a star hotel to an ordinary roadside accommodation.

Prabir Mukhopadhyay

Chapter 3. Host and Hospitality

Abstract

This chapter discusses the anthropometric dimensions of the users including the guest and the staffs in any accommodation and how the space should factor in different body dimensions. The different aspects of the accommodation starting from the door height at the entrance to the bath tub dimensions in the room are discussed with specific emphasis on the different body dimensional aspects to be kept in mind to ensure that guests fit in the space and with the different elements in the space without any hassle. The chapter then takes the readers through human factors principles in managing crowd in the accommodation and different places like lobby, dining hall, etc. Some directions are given to effective ways and means of managing crowd. Different aspects of workplace hazards of the staffs associated with posture, load, repetitive movements are also discussed in this chapter. Some specific aspects of food presentation and ensuring its look and feel for better customer acceptance are discussed here. Some specific areas like buffet and the chaos which is created are discussed and the human factors aspects of addressing them are also highlighted. Lastly the chapter touches upon different elements which aids in creating a unique ambience for the guests for which they come back to the accommodation time and again.

Prabir Mukhopadhyay

Chapter 4. Food and Tour

Abstract

This chapter gives the readers and overview of the application of human factor principles in the kitchen related to cooking. These including setting proper working height, prevention of injury, reducing fatigue of staffs, etc. Then the chapter takes the readers to different types of tourists like challenged, elderly, solo travelers and how to ensure that they enjoy the tour and their stay as well. How to plan for different types of sites seeing, how to prepare the tourists for a tour and what type of information and in what format are to be presented to the tourists are discussed here. This chapter gives some directions to the readers in creating a unique experience for their guests both in terms of site seeing and accommodation. The chapter also gives some directions that in case some planned tours have to be canceled due to some natural calamities how to handle the tourists and arrange for some alternate for them so that they do not get disheartened. The readers are taking through how to give pleasant surprises to their guests while on tour, so that they are never bored and enjoy the entire trip. Lastly the chapter gives some directions for collecting tips from the guests without embarrassing or pressurizing then for the same by applying some simple human factor principles.

Prabir Mukhopadhyay

Chapter 5. Reducing Travel Uncertainty

Abstract

This chapter discusses some of the intangible human factor issues in tourism. The readers are taken through how to identify what the customers want even before the articulate and address them. The chapter discusses how to address to the weird demands of the tourists without annoying them. The different human factor elements in addressing the number of uncertainties in tourism and how to exactly address them are discussed with simple examples. The chapter discusses how to offer the customers that element which would make them come back to your company repeatedly when it comes to tourism. The ways of handling local and foreign tourists are discussed with specific emphasis on respecting customers sentiment, culture and other aspects. The chapter ends with the different human factors principles which could be applied for enhancing the overall quality of service and to ensure that your guests are satisfied and happy at the end of the day, and they leave with the assurance of again coming back to you for similar tours in future.

Prabir Mukhopadhyay

Chapter 6. Exercises in Human Factors

Abstract

This chapter contains some exercises related to the application of human factors in different facets of tourism. It covers the aspects of site seeing, travel, accommodation and food. Readers are given a problem, and then some human factor directions are given for solving each problem. Each exercise is a representation of the real-world scenario and gives the readers the confidence of applying the human factors principles in tourism once they solve it. This chapter should be attempted after the readers have gone through all the five chapters. There are in total 10 exercises, and the exercises become gradually complex as the readers go from exercise 1 to exercise 10.

Prabir Mukhopadhyay

Titel: Human Factors in Tourism: A Layperson's Approach
verfasst von: Prabir Mukhopadhyay
Verlag: Springer Nature Singapore
Electronic ISBN: 978-981-9970-66-7
Print ISBN: 978-981-9970-65-0
DOI: https://doi.org/10.1007/978-981-99-7066-7