Hospitality and Tourism Services Management

Hospitality and Tourism Services Management


Effective relationship between different employees in the organization is very important in order to serve the demands of the consumers effectively. In the hospitality and the tourism industry, efficient relationship needs to be built up between the managers and the employees.

The two important employees in any airline organization are the ground staff and the cabin crew. Hence both of their workings needs to be coordinated in order provide the passengers quality service. There are several activities that an airhostess or flight attendants need to perform. The flight attendants are responsible for making the passengers understand the safety measures that needs to be taken if an emergency crops in. Since it is the duty of the flight attendants to serves drinks and meals to the passengers. When there is turbulence in mid-air, the attendants needs to relax the passengers. In short, flight attendants need to have great communication skills in order to serve the passengers (Hunter, 2016). On the other hand, ground crew needs to perform activities outside the airport, inside the airport and also provide help regarding various technical problems.

Therefore the ground staff checks the passengers, helps disabled passengers, assisting people regarding security checks and the list is endless. Therefore the working relationship between the flight attendants and the ground staff needs to be coordinated. All the information regarding the flights arrival and the departure needs to be informed to the attendants via the ground staff. Hence the ground staff gets information from the airport officials that get to the attendants. In brief, it can be said that, inside the flight the demands of the passengers are taken care of by the attendants and outside the airbus, it is taken care by the ground staff (Chen & Chang, 2015).

Hospitality and Tourism Services ManagementDiscussion

Apart from the points given here, the organization in order to improve the quality of the services should include the passengers while making important decisions for the organization. Emirates is an airline organization that strives towards customer satisfaction other than anything else. Customers should be understood and engaged while drafting reports about the quality of the service provided by the organization.Since  it is important for Emirates to have ideas about the needs of the organization.  Therefore surveying the consumers will help the organization understand the areas they lack in. Surveys will also help the organization in engaging the consumers and will also be helpful in understanding the psychology of the passengers.

The flow of information helps the attendants to serve the passengers in a better way (Gilbert & Wong, 2013).

Hence usually it happens that people with physical abilities are on board. ‘Emirates’ being a well-known airline organization in the world takes special care about the varied needs of the consumers. Hence within the premises of the airport and beyond, the ground staff arranges special facilities for disabled people. Therefore special facilities like wheelchairs, oxygen cylinders and other equipments are present in the airport premises. Since  these information needs to be understood by the ground staff and the flight attendants so that the services provided to the passengers is of uncompromised quality (Cheng, Chen & Chang, 2018).




            The project done above gives detailed idea about the relationship between the ground staff and the flight attendants of Emirates. The management of Emirates should look into the fact that coordination between the above-mentioned people is smooth in order to enhance the quality of service provided by the organization. Hence effective employee relations is an important component of providing quality services to the consumers and this is much more important in the tourism and the airlines sector as the employees can be directly interact with the tourists or the passengers.




About us | Emirates. (2018). Emirates. Retrieved 13 September 2018, from

Bejou, D., & Palmer, A. (2014). Service failure and loyalty: an exploratory empirical study of airline customers. Journal of services marketing, 12(1), 7-22

Chen, F. Y., & Chang, Y. H. (2015). Examining airline service quality from a process perspective. Journal of Air Transport Management, 11(2), 79-87.

Cheng, J. H., Chen, F. Y., & Chang, Y. H. (2018). Airline relationship quality: An examination of Taiwanese passengers. Tourism management, 29(3), 487-499.

Gilbert, D., & Wong, R. K. (2013). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532.

Hunter, L. (2016). Low Cost Airlines:: Business Model and Employment Relations. European Management Journal, 24(5), 315-321. (2018). Emirates Group – About Us/Our Vision, Mission . [online] Available at: [Accessed 16 Sep. 2018].


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