tourism and hospitality management .pptx

travel and tourism presentation

1. Use of I nformation Technology in the Sri L ankan Tourism

2. Learning Outcomes Understand the use of information technology in the sri lankan tourism scenario Gain knowledge on the impact of ICT on the Tourism industry structure Appreciate the use of ICT at strategic, tactical and operational levels of tourism players Know the impact of electronic mode of tourism on customers & businesses .

3. Overview of Sri Lankan Tourism Sri Lanka's tourism industry has experienced significant growth over the past few decades, emerging as a key driver of economic development and foreign exchange earnings. The country boasts a rich cultural heritage, stunning natural landscapes, diverse wildlife, and pristine beaches, making it a popular tourist destination. Tourism plays a crucial role in Sri Lanka's economy, contributing to job creation, and infrastructure development.

4. Importance of Tourism to Economy Tourism is one of the largest foreign exchange earners for Sri Lanka, generating revenue from international visitors through expenditures on accommodation, transportation, dining, shopping, and sightseeing. The tourism sector creates employment opportunities across various industries, including hospitality, transportation, entertainment, and handicrafts, thereby supporting livelihoods and fostering socio-economic development. Tourism-related investments in infrastructure, such as hotels, airports, roads, and attractions, contribute to overall economic growth and improve the quality of life for local communities.

5. Major attractions and Destinations Sri Lanka offers a diverse range of attractions for tourists, including UNESCO World Heritage sites like Sigiriya , Polonnaruwa , and Galle Fort, which showcase the country's rich history and architectural heritage. The island's natural beauty is evident in its lush tea plantations in the hill country, scenic waterfalls, national parks teeming with wildlife (such as Yala National Park and Udawalawe National Park), and pristine beaches along the coastline. Cultural festivals, religious sites, traditional arts and crafts, culinary delights, and adventure activities such as hiking, surfing, and wildlife safaris further enhance the tourism experience in Sri Lanka.

6. Challenges and Opportunities Sri Lanka offers a diverse range of attractions for tourists, including UNESCO World Heritage sites like Sigiriya , Polonnaruwa , and Galle Fort, which showcase the country's rich history and architectural heritage. The island's natural beauty is evident in its lush tea plantations in the hill country, scenic waterfalls, national parks teeming with wildlife (such as Yala National Park and Udawalawe National Park), and pristine beaches along the coastline. Cultural festivals, religious sites, traditional arts and crafts, culinary delights, and adventure activities such as hiking, surfing, and wildlife safaris further enhance the tourism experience in Sri Lanka.

7. Use of IT in Sri Lankan Tourism

8. 1.Online Booking Systems Sri Lankan tourism businesses leverage online booking platforms and reservation systems to streamline the booking process for accommodations, tours, activities, and transportation. Travelers can conveniently search, compare, and book services through websites, mobile apps, and online travel agencies, enhancing accessibility and flexibility in trip planning. Integration with payment gateways allows secure online transactions, while real-time availability updates ensure accurate booking information and minimize overbooking issues.

9. 2.Digital Marketing Digital marketing plays a pivotal role in promoting Sri Lankan tourism globally and attracting potential visitors through targeted online campaigns. Tourism businesses utilize various digital channels, including social media platforms (such as Facebook, Instagram , and Twitter), search engines (Google, Bing), email marketing, and content marketing to reach and engage with their target audience. Content-rich websites, blogs, videos, and visually appealing imagery showcase the country's attractions, cultural experiences, and travel experiences, enticing travelers to explore Sri Lanka.

10. 3.Virtual Tours Virtual reality (VR) and augmented reality (AR) technologies offer immersive virtual tours of Sri Lankan destinations and attractions, allowing prospective travelers to experience the destination from the comfort of their homes. Virtual tours provide a preview of key landmarks, historical sites, natural wonders, and cultural experiences, helping tourists make informed decisions and plan their itineraries. AR-enabled mobile apps enhance on-site experiences by overlaying digital information, interactive maps, and multimedia content onto real-world environments, enriching the visitor experience and promoting exploration.

11. 4. Tourism Management System Tourism businesses utilize integrated tourism management systems (TMS) or enterprise resource planning (ERP) solutions to streamline operations, automate processes, and manage various aspects of their business. TMS platforms encompass functionalities such as inventory management, booking management, customer relationship management (CRM), billing and invoicing, reporting and analytics, and supplier/vendor management. Cloud-based TMS solutions offer scalability, flexibility, and accessibility, enabling businesses to centralize data, improve collaboration, and adapt to changing market dynamics efficiently.

12. 5.Mobile Applications Mobile apps play a vital role in enhancing the tourist experience in Sri Lanka, offering on-the-go access to travel information, navigation tools, language translation services, and local recommendations. Tourism apps provide features such as offline maps, GPS navigation, itinerary planning, real-time updates on attractions and events, restaurant reservations, and emergency assistance, catering to the needs of modern travelers. Integration with location-based services, push notifications, and personalized recommendations enhances engagement and fosters loyalty among users.

13. E-Tourism Platform E-tourism platforms, including destination management systems (DMS) and online travel marketplaces, facilitate collaboration and connectivity among tourism stakeholders, including hotels, tour operators, transportation providers, and local businesses. These platforms enable seamless integration of tourism products and services, cross-selling opportunities, and collaborative marketing initiatives, driving visibility, competitiveness, and revenue generation for the tourism industry.

14. 1 . Market Segmentation ICT enables tourism businesses to segment their target markets more effectively. Through data analytics and customer relationship management systems, businesses can gather information about tourists' preferences, behaviors, and demographics. This allows businesses to tailor their marketing strategies, products, and services to specific market segments, enhancing customer satisfaction and loyalty.

15. 2 .Globalization ICT has facilitated globalization in the tourism industry by connecting tourists with destinations worldwide. Through online booking platforms, social media, and travel review websites, tourists can explore and book trips to destinations they may not have considered before. Similarly, tourism businesses can reach a global audience and attract international visitors through digital marketing campaigns and online distribution channels. This globalization has expanded the reach of tourism businesses, diversified revenue streams, and contributed to the cultural exchange between destinations and tourists from different countries.

16. Transformation of Business Model ICT has spurred the transformation of traditional tourism business models. Online travel agencies, accommodation booking platforms, and peer-to-peer rental platforms have disrupted the industry by offering alternative ways for tourists to plan and book their trips. Additionally, the sharing economy and collaborative consumption models have emerged, allowing tourists to access accommodations, transportation, and experiences directly from local hosts or service providers. This shift towards digital platforms and decentralized networks has democratized access to tourism services, empowered small-scale operators, and fostered innovation in the industry.

17. Enhanced customer Engagement ICT has revolutionized how tourism businesses engage with customers throughout the travel journey. From pre-trip research and planning to post-trip feedback and reviews, tourists interact with businesses through multiple digital touchpoints . Social media, mobile apps, chatbots , and virtual assistants enable real-time communication, personalized recommendations, and seamless customer service, enhancing the overall travel experience. By leveraging ICT, businesses can build stronger relationships with customers, generate repeat business, and drive positive word-of-mouth referrals.

18. ICT at Different Levels of Tourism Players Strategic level High-level overview of the organization Long-term Plan(5 Years) Forward Looking Tactical level Tactics used to achieve the strategy Short-term plan(1 year or less) Includes specific goals, budgets and resources Operational level Plan for day to day running organization Controlled via daily/weekly/monthly reports

19. 1. Strategic Level At the strategic level, tourism organizations leverage ICT for long-term planning, decision-making, and competitive positioning. Strategic ICT applications include market research and analysis tools to identify trends and opportunities, customer relationship management (CRM) systems to manage interactions with tourists and stakeholders, and strategic planning software to develop and implement tourism development strategies. Data analytics and business intelligence tools help tourism players analyze vast amounts of data to gain insights into customer behavior, market dynamics, and competitive landscapes, enabling informed strategic decisions.

20. 2.Tactical Level ICT supports day-to-day operations, marketing campaigns, and customer service efforts at the tactical level. Tactical ICT applications include online booking systems and reservation management platforms that facilitate real-time bookings, inventory management, and pricing optimization. Digital marketing tools such as social media management platforms, email marketing software, and content management systems enable tourism businesses to engage with customers, promote offers, and manage brand presence across digital channels effectively. Customer service technologies like chatbots , self-service kiosks, and mobile apps enhance communication and interaction with tourists, providing timely assistance, information, and support throughout their journey.

21. 3.Operational Level ICT plays a critical role in streamlining operational processes, managing resources, and delivering personalized experiences to tourists at the operational level. Operational ICT applications include property management systems (PMS) for hotels, tour operator software for managing tours and activities, and transportation management systems for coordinating transportation services. Mobile applications and wearable devices equipped with location-based services, augmented reality, and personalized recommendations enhance the tourist experience by providing navigation assistance, interactive guides, and contextual information about destinations and attractions. Payment processing solutions, digital ticketing systems, and electronic invoicing platforms facilitate secure and convenient transactions, reducing paperwork and administrative overhead for tourism businesses.

22. Impact of Electronic Modes of Tourism on Customers & Businesses Customers: Electronic modes offer convenience, personalization, and accessibility, empowering travelers to plan and book trips with ease. They can access information, compare options, and make reservations anytime, anywhere. Businesses: Electronic modes expand reach, improve efficiency, and provide valuable data insights. They streamline operations, attract a wider audience, and enable data-driven decision-making, leading to enhanced customer experiences and improved business performance.

23. Challenges Seasonal Fluctuations: The tourism industry in Sri Lanka faces challenges related to seasonal fluctuations in visitor arrivals, impacting revenue generation and operational sustainability during off-peak periods. Infrastructure Constraints: Insufficient infrastructure, including transportation networks, accommodation facilities, and tourist attractions, poses challenges to meeting the growing demand and expectations of tourists. Environmental Sustainability: Balancing tourism development with environmental conservation is a significant challenge. Overcrowding, pollution, and habitat degradation in ecologically sensitive areas threaten the sustainability of Sri Lanka's natural and cultural heritage. Geopolitical Risks: Political instability, conflicts, and security concerns in the region can disrupt tourism activities, deter international visitors, and negatively impact the overall industry's growth and stability.

24. Future Trends Technology Integration: Continued integration of technology, such as artificial intelligence, big data analytics, and virtual reality, will revolutionize the tourism industry, enhancing personalized experiences, optimizing operations, and improving decision-making processes. Sustainable Tourism Practices: There is a growing emphasis on promoting sustainable tourism practices that minimize environmental impact, conserve cultural heritage, and support local communities. Sustainable tourism certifications, eco-friendly initiatives, and responsible tourism campaigns will gain momentum. Diversification of Tourism Offerings: Sri Lanka will continue to diversify its tourism offerings to cater to evolving consumer preferences and emerging market segments. Niche tourism segments such as wellness tourism, adventure tourism, and culinary tourism will see increased focus and investment.

25. Future Trends Collaborative Partnerships: Public-private partnerships and collaboration among stakeholders will play a crucial role in addressing challenges and capitalizing on opportunities in the tourism industry. Collaborative efforts in marketing, infrastructure development, and destination management will enhance competitiveness and sustainability. Community Engagement: Greater emphasis will be placed on engaging local communities in tourism development processes, empowering them economically, and fostering cultural exchange and preservation. Community-based tourism initiatives and responsible tourism practices will promote inclusive growth and socio-cultural sustainability.

26. Case Studies and Examples Sri Lanka Tourism Development Authority (SLTDA) - Online Visa Application System: Overview: SLTDA implemented an online visa application system to streamline the visa process for international travelers visiting Sri Lanka. Impact: The online visa system has significantly reduced processing times, improved accessibility for tourists, and enhanced the overall visitor experience. Statistics: Since its launch, the online visa system has processed millions of visa applications, contributing to a steady increase in tourist arrivals to Sri Lanka.

27. Yoho Bed - Online Accommodation Booking Platform: Overview : Yoho Bed is a Sri Lankan startup that offers an online platform for booking budget accommodations across the country. Impact: Yoho Bed's platform provides travelers with a wide range of affordable accommodation options, enhancing accessibility and choice for tourists. Testimonials: "Yoho Bed made it easy for me to find and book affordable accommodation during my trip to Sri Lanka. The platform's user-friendly interface and secure payment system gave me peace of mind." - satisfied customer.

28. Tuktuk Rental - Mobile App for Renting Tuktuks : Tuktuk Rental developed a mobile app that allows tourists to rent tuktuks (three-wheeled taxis) for exploring Sri Lanka independently. The app provides tourists with a convenient and affordable transportation option, enabling them to navigate through traffic and reach tourist attractions efficiently.

29. Cinnamon Hotels & Resorts - Digital Guest Experience: Overview : Cinnamon Hotels & Resorts implemented digital innovations to enhance the guest experience across its properties. Impact: From mobile check-in/out to in-room tablets for guest services, Cinnamon Hotels & Resorts leverages ICT to provide seamless and personalized experiences for guests. Statistics: Guest satisfaction scores have improved since the introduction of digital guest services, leading to increased repeat bookings and positive word-of-mouth referrals.

30. Walkers Tours - Virtual Reality Tours: Overview : Walkers Tours offers virtual reality (VR) tours of Sri Lanka's top attractions, allowing potential tourists to experience destinations before booking their trips. Impact: The VR tours provide an immersive and engaging preview of Sri Lanka's cultural and natural wonders, inspiring travelers and influencing their travel decisions. Real-world Example: "Experiencing Sri Lanka's beauty through Walkers Tours' virtual reality platform convinced me to book my vacation. The realistic visuals and informative commentary gave me a taste of what to expect, and I wasn't disappointed when I visited in person." - testimonial from a satisfied customer.

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