OPF:CVABACCT Business Culture in Tourism - Course Information
CVABACCT Business Culture in Tourism
School of Business Administration in KarvinaWinter 2024
- Extent and Intensity
- 1/1/0. 5 credit(s). Type of Completion: zk (examination).
- Teacher(s)
- Mgr. Martina Chylková (lecturer)
- Guaranteed by
- Mgr. Martina Chylková
Department of Tourism and Leisure Activities – School of Business Administration in Karvina
Contact Person: doc. Ing. Pavlína Pellešová, Ph.D. - Prerequisites (in Czech)
- FAKULTA ( OPF ) && TYP_STUDIA ( B ) && FORMA ( P ) && ( ROCNIK ( 2 ) || ROCNIK ( 3 ))
- Course Enrolment Limitations
- The course is only offered to the students of the study fields the course is directly associated with.
The capacity limit for the course is 22 student(s).
Current registration and enrolment status: enrolled: 0/22, only registered: 0/22 - fields of study / plans the course is directly associated with
- Tourist Industry and Tourism (programme OPF, B_CRT)
- Course objectives
- The aim of the subject is to develop student professional skills in intercultural environment.
- Learning outcomes
- After completing the course students will be able cope with the key topics in the area of culture, job description of the staff in tourism, and oral and written communication for interaction with clients.
- Syllabus
- 1. Culture specifics of international communication in tourism
Intercultural communication and its specifics. Language and culture. Culture values and their impact on communication in tourism. Culture dimensions and their practical application in tourism. Case studies illustrating various aspects of culture dimensions.
2. Adaptation to the target culture
Process of acculturation. Acculturation models. Examples of different stages of acculturation in various cultures. The phenomenon of culture shock. Symptoms of culture shock. Ways of overcoming culture shock. Reverse culture shock and its intensity.
3. Arrivals, registration procedure and hotel information
Cultural differences in greetings. Points of arrival. Welcoming visitors. Greeting and introducing. Car hire. Arrival information. Describing arrival services. Registration procedures. Hotel services. Hotel information. The staff structure of hotels.
4. Customer care
Importance of customer service. Customer Expectations. The online effect. Benefits of delivering excellent service. Dealing with complaints. Quality assurance techniques.
5. Representative responsibilities
Types of holiday reps. Resort representative. Giving a welcome meeting talk. Holiday health. Positive attitude to customers. Tips on tipping, transport, local tips. Explaining arrangements. Language of calming and dealing with crisis.
6. Written communication
Hotel information. Preparing notes for commentaries. Email application. Reservations. A conference enquiry. Reporting to the manager. Solving complaints. Transport and timetable information. Adverts. Producing a questionnaire.
- 1. Culture specifics of international communication in tourism
- Literature
- required literature
- CHYLKOVÁ, Martina and Krystyna HEINZ. Business Culture in Tourism: Distance learning study materials. 1st ed. Karviná, 2018, 130 pp. ISBN 978-80-7510-296-6. info
- WALKER, R. and K. HARDING. Tourism 2. Oxford: OUP, 2007. ISBN 978-0-19-455103-8. info
- recommended literature
- QUINTANILLA, K. M. and S. T. WAHL. Business and Professional Communication. Los Angeles: Sage Publications, 2011. ISBN 978-1-4129-6472-2. info
- POWELL, G. N. Women and men in management. Los Angeles: Sage Publications, Inc., 2011. ISBN 978-1-4129-7284-0. info
- BOOTHMAN, N. Trénink obchodní komunikace. Praha: Portál, s.r.o., 2004. ISBN 80-7178-904-6. info
- Teaching methods
- lecturing, interactive lecture, discussion, reading
- Assessment methods
- Presentation Seminar work Exam
- Language of instruction
- English
- Further comments (probably available only in Czech)
- The course can also be completed outside the examination period.
- Teacher's information
- Requirements on a student: seminar work with presentation, presence on seminars.
Assessment methods: presentation (20 %), seminar work (10 %), 70% obligatory attendance (10 %), Exam (60 %).
- Enrolment Statistics (Winter 2024, recent)
- Permalink: https://is.slu.cz/course/opf/winter2024/CVABACCT