The importance of the service sector in international trade is increasing every day. In fact, when defining advanced economies, the share of service sectors in the whole economy is taken into consideration. For this reason, serious studies are carried out on the classification of service sectors, solving their problems, conducting human resources, finance and marketing cost analyzes separately and measuring service quality.
Defining and measuring quality in the service sector is much more difficult than in other sectors. Working with the right models and methods to measure service quality is important in terms of self-direction. However, in the service sector and therefore in the tourism sector, quality is a very difficult, uncertain and complex concept in terms of being understandable, applicable, controllable and sustainable. For many reasons, service quality causes different perceptions. The quality of service may vary according to the service providers and organizations, and may vary from customer to customer as a customer. When the concept and perception is so complex, it is equally difficult to evaluate.
Since the success of enterprises is directly proportional to providing quality products and services, the concept of service quality is becoming increasingly important. Businesses rightly want to increase their competitiveness in the market by increasing the quality of their services.
While the size of financial investments is one of the leading indicators in the manufacturing sectors, the concept of quality is more prominent in the service sectors than in the financial dimension.
Economic Aspects of Tourism Sector
The tourism sector has always been attracted by both developed and developing countries. Tourism sector is developing very fast. This situation highlighted the contribution of tourism sector in national economies. According to the estimates of the World Tourism Organization, the size of the world tourism revenue in 2020 will be around 2 trillion dollars. Every country is trying to get a share from such a big cake or to increase their share. Developed countries are mainly trying to benefit from the income effect of tourism sector. Developing or underdeveloped countries, on the other hand, are trying to take advantage of the foreign exchange-earning effect and the power to create new employment opportunities.
The greatest structural feature of the tourism sector is its potential for employment creation. In this sector, technological innovations are not needed much except for the use of mechanization and computer systems. In general, most people have a common definition: tourism is a flue-free industry.
Tourism sector has an important place in the economy in the world and in our country. The world tourism industry has been growing by six percent every year since 2003.
In 2000 16 from our country, the most tourists in the world. As a country, 2012 was ranked sixth in the year. In parallel, tourism revenues of our country are increasing. In the year 2000, our country 14 in terms of tourism revenues in the world. In order, 2012 in 12. lined up. However, tourism income does not increase at the same rate as the number of tourists.
What is ISO 18513 Tourism Services Management System Standard?
As tourism activities and activities increase, systematic management of businesses has become a necessity. This is why the idea of establishing standards for accommodation, food and beverage, entertainment and many other activities has emerged.
The ISO 2003 standard, prepared by the International Standards Organization and published in 18513, is a standard with international characteristics applied in the field of tourism activities. As a matter of fact, there are other studies done before publishing this standard. An example of this was the meeting in China in 1995 on the Challenges Encountered in International Standardization of Services. In this meeting, it was discussed that the companies operating in the service sector are in need of an internationally valid standard and how applicable such an international standard is. In 1998, some studies were supported by the World Trade Organization on standardization in tourism enterprises.
The ISO 18513 standard published by the International Standards Organization is the final step of these studies.
What are the principles of the ISO 18513 Standard?
The issues covered by the ISO 18513 standard include: signs used in housekeeping and front office operations of tourist facilities, the use of a common language by employees, foreign language levels required by employees, uniformity of reservation forms, voltage and electrical plugs, fire alarm and hazard warning systems. ensuring the standard of safety systems, health and food, beverages, food safety and purchasing standards, finally evaluating employee performance and service.
If these standards are complied with, all touristic establishments all over the world will serve the same standard. Visitors to these touristic facilities will encounter processes and practices that are not understandable and inconvenient.
To achieve this, the principles that the ISO 18513: 2003 standard is based on are as follows:
- Housekeeping and front offices should use signs that can be understood by visitors from all over the world.
- Please do not disturb alert, hot and cold water selection, telephone exchange and reception numbers should be standard.
- Reservation forms must be standard.
- Employees should use the same common language.
- All employees must have a common level of foreign language.
- For fire safety, safety systems such as smoke detectors or ceiling sprinkler devices must be of a specified standard.
- Signs indicating the escape routes and the places where they are placed should be standard.
- Electrical voltage and plugs should be standard.
- Air and water quality of facilities should be standard.
- The cleanliness and clothing of food and drinks, kitchens and restaurants and employees must comply with standards.
- Employee health checks should be done regularly.
- Kitchen and restaurant areas should be safe and efficient to operate.
- Employees in kitchens and restaurants should have a certain level of education.
- The entity must have a standard purchasing process.
- A standard should be set for supplier companies.
- Criteria and product evaluation methods that determine the performance of employees should be determined.
What Does ISO 18513 Standard Gain for Businesses?
Our country is a country rich in tourism. Historical and cultural riches, geographical conditions, climatic features and many other features, not only sea and holiday tourism, faith tourism, history tourism, health tourism, winter tourism, plateau tourism, hunting tourism, congress tourism, cave tourism, mountaineering tourism and alternative It also has ideal conditions for tourism. Therefore, our country has been the most successful in the tourism sector in its efforts to integrate with the world economy. In order to utilize this potential well and to gain a competitive advantage, tourism enterprises should attach importance to national and international standards.
ISO 18513: 2003 Tourism Services Management System standard is very important in this respect. Businesses that establish, implement and implement the ISO 28513 standard, the only internationally recognized standard, have a lot of benefits. For example,
· Gain superiority over national and international competitors
- Contribute to advertising and publicity activities within and outside the country
- Increase their market share in international markets
- Consistency in the services offered to customers
- As a management standard is applied, they contribute to the institutionalization of processing
- Improve the profitability and efficiency of the business
- Customer-oriented services are provided
- As a continuously developing and improving company, they gain reputation in the tourism sector.
our organization TÜRCERT Technical Control and Certification Inc., ISO 18513 Tourism Services Management System certification studies, national and international accreditation organizations are based on the authority.