Playing the game ‘Tour Operator’ taught me that every tourist is unique, with diverse needs and preferences requiring tailored travel arrangements. For instance, some may prefer flying business class, while others prioritise specific activities, such as cultural experiences, during their holiday. Additionally, accommodation preferences vary, ranging from standard rooms to VIP suites, emphasising the importance of customising each travel package to suit individual requirements.
This game demonstrates the critical role of staff, such as hotel employees, pilots, and cabin crew, in delivering exceptional customer experiences. Hotel staff ensure that guests’ accommodation needs are met, offering tailored services such as room upgrades or specialized amenities. Pilots and cabin crew play a key role in ensuring safe and comfortable journeys, with cabin crew also focusing on providing personalised in-flight services. This showcases the importance of teamwork, professionalism, and attention to detail across all touch points of the customer journey in the travel industry.
The insights gained from this game also highlight the vital role of the Chain of Distribution in meeting diverse customer needs. Tour operators act as intermediaries, collaborating with airlines, hotels, and local activity providers to ensure that all aspects of a tourist’s holiday are seamlessly organised. This coordination ensures that individual preferences, such as specific travel classes, cultural experiences, or unique accommodation types, are effectively delivered through a well-structured distribution network.
Carl et al. (2023) Tour Operator, Zatu Games. Available at: https://www.board-game.co.uk/product/tour-operator/ (Accessed: 19 November 2024).