# CTE Resource Center - Verso - Opportunities in Hospitality and Tourism Task 199846833

CTE Resource Center - Verso

Virginia’s CTE Resource Center

Analyze the needs and expectations of specific target markets.

Definition

Analysis should address examples of needs and expectations related to various categories of customers within the hospitality and tourism industry, including the following:

  • Categories
    • business travelers
    • leisure travelers 
    • families/multi-generational travelers
    • seniors 
    • singles 
    • couples 
    • travelers with pets 
    • sports and sports enthusiasts travelers (e.g., professional and amateur teams) 
    • travelers with disabilities 
    • travelers with special interests (e.g., ecotourism, religion, history, health, food) 
    • global travelers 
    • travelers celebrating special occasions (e.g., anniversary, honeymoon, birthday, retirement, promotion)
  • Needs
    • shelter and food (primary)
    • physical challenges
    • transportation
    • technology
    • language and other cultural challenges
  • Expectations
    • cleanliness
    • noise level, comfort
    • quality products and services
    • adherence to schedules
    • courteous employees

Process/Skill Questions

  • What is the difference between a customer need and a customer expectation?
  • How does the hospitality and tourism industry identify customer needs and expectations?
  • What types of questions should a hospitality and tourism professional ask to determine a customer's preferences and expectations?
  • How are databases or customer profiles used to enhance customer service?
  • What are the buying motives, needs, and expectations of retirees? Singles? Families with children? Business travelers?
  • How are the buying motives, needs, and expectations of domestic travelers different from those of international travelers? Explain.
  • What special considerations are important in planning for travelers with disabilities?
  • How do cruise lines cater to the varying motives, needs, and expectations of travelers?
  • How do rental car companies meet travelers’ needs and try to go beyond their expectations?
  • How do hotels differentiate between business and leisure travelers to meet each of their needs and expectations?

Related Standards of Learning

English

10.5

The student will read, interpret, analyze, and evaluate nonfiction texts.
  1. Analyze text features and organizational patterns to evaluate the meaning of texts.
  2. Recognize an author’s intended audience and purpose for writing.
  3. Skim materials to develop an overview and locate information.
  4. Compare and contrast informational texts for intent and content.
  5. Interpret and use data and information in maps, charts, graphs, timelines, tables, and diagrams.
  6. Draw conclusions and make inferences on explicit and implied information using textual support as evidence.
  7. Analyze and synthesize information in order to solve problems, answer questions, and generate new knowledge.
  8. Analyze ideas within and between selections providing textual evidence.
  9. Summarize, paraphrase, and synthesize ideas, while maintaining meaning and a logical sequence of events, within and between texts.
  10. Use reading strategies throughout the reading process to monitor comprehension.

11.5

The student will read, interpret, analyze, and evaluate a variety of nonfiction texts including employment documents and technical writing.
  1. Apply information from texts to clarify understanding of concepts.
  2. Read and correctly interpret an application for employment, workplace documents, or an application for college admission.
  3. Analyze technical writing for clarity.
  4. Paraphrase and synthesize ideas within and between texts.
  5. Draw conclusions and make inferences on explicit and implied information using textual support.
  6. Analyze multiple texts addressing the same topic to determine how authors reach similar or different conclusions.
  7. Analyze false premises, claims, counterclaims, and other evidence in persuasive writing.
  8. Recognize and analyze use of ambiguity, contradiction, paradox, irony, sarcasm, overstatement, and understatement in text.
  9. Generate and respond logically to literal, inferential, evaluative, synthesizing, and critical thinking questions about the text(s).

12.5

The student will read, interpret, analyze, and evaluate a variety of nonfiction texts.
  1. Use critical thinking to generate and respond logically to literal, inferential, and evaluative questions about the text(s).
  2. Identify and synthesize resources to make decisions, complete tasks, and solve specific problems.
  3. Analyze multiple texts addressing the same topic to determine how authors reach similar or different conclusions.
  4. Recognize and analyze use of ambiguity, contradiction, paradox, irony, overstatement, and understatement in text.
  5. Analyze false premises claims, counterclaims, and other evidence in persuasive writing.

Other Related Standards

National MBAResearch Standards-Business Administration

Acquire information to guide business decision-making.

 

Understand marketing's role and function in business to facilitate economic exchanges with customers.

 

Understand operation's role and function in business to value its contribution to a company.

 

Understand the nature of business to show its contributions to society.

 

National MBAResearch Standards-Marketing

Acquire a foundational knowledge of selling to understand its nature and scope.

 

Acquire product knowledge to communicate product benefits and to ensure appropriateness of product for the customer.

 

Understand sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.