Publication in the Diário da República: Despacho n.º 7822/2020 - 07/08/2020
5 ECTS; 2º Ano, 2º Semestre, 28,0 T + 28,0 PL + 14,0 OT , Cód. 820726.
Lecturer
- José Alberto de Figueiredo Oliveira Rodrigues (1)(2)
(1) Docente Responsável
(2) Docente que lecciona
Prerequisites
Not applicable
Objectives
To introduce students to the main functions of the guide-interpreter;
Provide students with communication techniques and heritage interpretation strategies that allow them to improve the visitor experience;
Provide students with instructions on the correct way to serve the user in tourist information services;
Familiarize students with tourist information supports: tourist fairs, workshops, familiarization trips, advertisements and publications;
Provide students with management techniques for tourist information services.
Program
1. Institutional Tourism Organization;
1.1. Conceptualization and definition of Hospitality;
1.2. Historical aspects of Hospitality
1.3. Hospitality in Greece and Rome;
1.4. Hospitality in Portugal
2. Case Studies
3. Customer reception and assistance techniques
4. The tour guide
4.1. Tour guides as interpreters and
4.2. The contributions of the guided tour to sustainability
5. Visitor expectations and satisfaction with guided tours and accompanying services
5.1. Visitor satisfaction on guided tours vs. unguided experiences
6. Support for the dissemination of tourist information
6.1. communication instruments
6.2. Attention/communication with the user and dissemination of services and products at tourist information offices
Evaluation Methodology
Continuous assessment will include a written test on the contents taught in the classroom. This test will correspond to 50% of the final grade in continuous assessment (In the written assessment test, the student must obtain a minimum grade of 7).
Practical work presented in class will correspond to the remaining 50% of the final grade in continuous assessment
Assessment by Exam
Written exam - 100%
Bibliography
- Brito, L. (2013). Informação Turística. Lisboa: Chiado Books
- Collins, V. (2000). Becoming a Tour Guide: The Principles of Guiding and Site Interpretation. London: Thomson Learning
- Planells, M., & Crespi, M. (2014). Sistemas Y Servicios de información Turística. Madrid: Editorial Sintessis
- Santos, J. (2017). Património e Turismo: O Poder da Narrativa. Lisboa: Edições Colibri
Teaching Method
The course will be delivered through a combination of theoretical and theoretical/practical classes. The lectures will provide the conceptual and theoretical basis, complemented by practical content. The TP classes will be focused on case studies
Software used in class
E-learning platform and power point
