CVABACCT Business Culture in Tourism

Obchodně podnikatelská fakulta v Karviné
zima 2019
Rozsah
1/1/0. 5 kr. Ukončení: zk.
Vyučující
Mgr. Martina Chylková (přednášející)
Mgr. Martina Chylková (cvičící)
Garance
Mgr. Martina Chylková
Katedra cestovního ruchu a volnočasových aktivit – Obchodně podnikatelská fakulta v Karviné
Předpoklady
FAKULTA(OPF) && TYP_STUDIA(B) && FORMA(P)
Omezení zápisu do předmětu
Předmět je určen pouze studentům mateřských oborů.
Mateřské obory/plány
Osnova
  • 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.
Literatura
    povinná literatura
  • WALKER, R. and K. HARDING. Tourism 2. Oxford: OUP, 2007. ISBN 978-0-19-455103-8. info
    doporučená literatura
  • 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
Vyučovací jazyk
Angličtina
Informace učitele
Requirements on a student: seminar work with presentation, presence on seminars.
Assessment methods: presentation (20 %), seminar work (10 %), 70% obligatory attendance (10 %), Exam (60 %).
Další komentáře
Předmět je dovoleno ukončit i mimo zkouškové období.
Předmět je zařazen také v obdobích zima 2018, zima 2021, zima 2022, zima 2023, zima 2024.