Tourism and Hospitality Industry; Customer Query and Complaint Management

This book “Tourism and Hospitality Industry; Customer Query and Complaint Managements” an attempt to introduce tourism in a comprehensive yet simple form and it has been written to serve as a course book for Vocational education. The book has been crafted based on my 20 years of experience as a Teaching professional with Institute of Tourism Management Mahatma Gandhi Kashi Vidyapith, Banaras Hindu University and Invited faculty of other universities exploring tourism as a field of learning, through teaching, research and interaction with academician, students and industry Experts. This book sets out to provide to its reader the universal aspects of tourism and hospitality industry and its various service providers. The format of the book has been designed to help students pursuing systematic study of Tourism and Hospitality sector as a career both at undergraduate as well as higher education

Dr Anil Kumar Singh has done Bachelor in Tourism and Travel Management, Master in Tourism Management and Ph D in Tourism Management. Dr Singh is working as Assistant Professor, Tourism Management, Faculty of Arts, Banaras Hindu University.

Dr. Nishant Singh,Master in Tourism Management and Ph.D. in Tourism Management. Dr. Singh working as a hospitality entrepreneur for the past 18 years. He is also a visiting faculty at B.VOC, Faculty of Arts, Banaras Hindu University.

Tourism and Hospitality Industry: Customer Query and Complaint Managements is a comprehensive yet accessible book designed to introduce readers to the fundamentals of the tourism and hospitality industry, with particular emphasis on customer queries, service quality, and complaint management. Written in a simple and systematic manner, the book is intended to serve as a valuable course book for students pursuing vocational, undergraduate, and higher education in tourism and hospitality.

Drawing upon more than two decades of teaching experience, academic engagement, research, and interaction with students, academicians, and industry professionals, the book presents tourism as a dynamic and multidisciplinary field of learning and career development. It seeks to provide readers with a clear understanding of the universal aspects of tourism and hospitality, along with the wide range of service providers that form an integral part of the sector.

A central focus of the book is the importance of customer interaction and complaint management within tourism and hospitality services. Since customer satisfaction plays a crucial role in the success and reputation of tourism businesses, understanding how to respond effectively to customer queries, concerns, and complaints is an essential professional skill. The book introduces learners to practical approaches that can help them understand customer expectations, communicate effectively, address service-related problems, and contribute to a positive customer experience.

The book also explores the broader structure and functioning of the tourism and hospitality sector, helping readers understand its various components and the interrelationship between different service providers. Its systematic presentation makes complex concepts easier to understand while providing a foundation for further study and professional development.

Designed with the needs of learners in mind, the book combines academic knowledge with practical perspectives gained through extensive teaching and interaction with the tourism industry. It aims not only to develop conceptual understanding but also to prepare students for the professional challenges and opportunities available within the rapidly evolving tourism and hospitality sector.

Overall, Tourism and Hospitality Industry: Customer Query and Complaint Managements is a useful academic and vocational resource for students, teachers, researchers, and aspiring tourism professionals. By connecting theoretical concepts with practical understanding, the book provides a structured foundation for those seeking to pursue tourism and hospitality as a field of study and a rewarding career.