the role of professional qualification (tourist guide and hotel management) in the standardization of services at national and international tourism events
the role of professional qualification (tourist guide and hotel management) in the standardization of services at national and international tourism events
DOI:
https://doi.org/10.51473/rcmos.v1i1.2023.1619Keywords:
Event Management. Standardization of Tourism Services. Hotel Management. Tourist Guide. Professional Qualification.Abstract
The tourism events industry, including congresses, fairs, or festivals, is characterized by intrinsic operational complexity, high variability, and the real-time co-production of services. This article investigates the role of formal professional qualifications—specifically the certifications of Technician in Tourism (emphasis on events), Hotel Manager, and Tourist Guide (national/international license) —as the primary mechanism for achieving standardization and excellence in service. The methodology is based on a theoretical-conceptual analysis, contrasting the literature on Service Quality Management (Parasuraman; Zeithaml) with the curriculum guidelines of said qualifications. It is argued that in a sector where the "human factor" is the product itself, standardization does not mean robotization, but rather the guarantee of consistency in safety, hospitality, ethics, and cultural mediation capabilities. This study concludes that the synergy of these formal qualifications forms the foundation that allows event organizations to mitigate risks and deliver a high-quality experience predictably, overcoming the challenges of intangibility and multiculturalism inherent in major international events.
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Copyright (c) 2023 Aline Poletti Tiano (Autor)
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